Aloha Pools & Spas of Paducah

Dear Ms. [redacted],
 
I’m very sorry for the water leak and damages that occurred after we replace the windshield on your 2005 Land Rover LR3.
 
Our records show that you have been working with members of our Executive Service team and the repairs have been made to your vehicle at...

Safelite’s expense. We did provide and pay for a rental vehicle while your Land Rover was being repaired.
 
As you discussed with one of our representatives on June 12, 2015; we will be reimbursing you for two months of your car payments as a courtesy. Our notes indicate we are awaiting a fax showing the exact amount. You will maintain a lifetime warranty on the windshield for the glass and our workmanship.
 
Again, I apologize for the issues and inconvenience. We truly appreciate your business. If there is anything else we can do to assist you, please feel free to call 1-[redacted]

Dear Mr. [redacted]     I have spoken to you twice already and both times you were very disrespectful at this point all I ask is a refund on this window itself I would like the 320 dollars back in my pocket while you can have your window back in your garage as I am not satisfied by this product 
[redacted]

I am rejecting this response because:  it really doesn't matter how much time passed, the damage is as clear as your employees are incompetent., I am done wasting my time here with this, I personally sent [redacted] another email with pics, and I will also use these in small claims court and on social media and when I submit this to KDKA on the local news. I don't think you understand, that I have other safelite videos and complaints about your people damaging their vehicles as well, it's not unheard of, and it happens in all aspects of maintenance, unfortunately you are not willing to stand by your own warranty, and this is why I will be filing a lawsuit in small claims court against you. I will also document everything we have spoke about and post online for all of the viewing public to see what kind of company you run!See you in court!! BTW, here is just a sample of what evidence I will be using for everything! PS.  I also did find a spot of rust on the drivers side pillar, just like Ken stated there would be. So in fact there is your proof that you would hope you would see!! This is also in the picture.

I am rejecting this response because:any car can have rust and this response is very vague
Regards, [redacted]

I do apologize that our technicians are unable to quote pricing to customers. There are some features that may or may not be on the 2014 Dodge Dart that will determine which part number is the correct windshield. A representative at the local shop would be happy to provide you with the best price possible for a replacement windshield. We will not agree to provide a replacement windshield at no cost to you.
As previously stated, our technician followed Safelite policy when informing your daughter there was a small chance that the windshield may crack further. That policy doesn't change based on any demographic information regarding the individual customer. At that point she gave consent to proceed with the repair. She could have asked about the cost of the new windshield or who would be responsible for that cost, but she didn't. While the technician couldn't have personally provided the cost for the replacement windshield, he could have advised how to get a quote or contacted his manager to assist with a quote.
Again, we would like to be able to install a new windshield on your vehicle. In order to let you know what the best possible price would be for that installation, we need some additional information. Please feel free to contact your local Safelite location or call 1-866-212-5457

I'm very sorry for the misinformation regarding the deductible amount that applied to the windshield replacement on your 2000 Dodge Durango. In reviewing your file, it appears that the original request was for a windshield repair for which your deductible would be waived by your insurance provider....

It was determined that a windshield replacement was needed but when the claim was changed from a repair to a replacement, your claim was not updated to reflect your replacement deductible of $500. Because of this error, we are discontinuing all attempts to collect the balance due of $245.82 from you. Instead, Safelite will be absorbing the full cost of the windshield replacement.
Again, I apologize for the misinformation regarding your deductible. This was not intentional and was a result of human error, not a misleading business practice. Safelite does appreciate your business. If you have any additional questions or concerns, please feel free to contact us at 1-866-212-5457.

Dear Mrs. [redacted],
I’m very sorry that our attempt to repair the windshield damage on your 2002 Honda Odyssey wasn’t successful. While we do have a very high success rate with our repairs, there is no way to determine how the already damaged glass will react to the repair process. As our...

technician advised you, in a small number of repairs the damage may get larger and Safelite is not responsible for that. The repair is an attempt to save the damaged glass and there are many factors that determine whether the repair will be successful. That is why our technicians advise you before the work begins that it could occur and Safelite isn’t responsible.
Because the damage spread during the repair attempt we didn’t charge you anything. We would be happy to work with you to provide the best possible price for a replacement windshield from Safelite. If you would like a quote, please call ###-###-####.
Again, I apologize that the repair wasn’t successful. I will forward your requests regarding providing specific disclosures about our repair policy and the success rate of the windshield repair process to our Senior Leadership team for review and consideration. If you have any further questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

I am rejecting this response because:I tried calling several times that day. Not just once. This Dirk was supposed to checking into it and never called back. Repeated calls after that I was told he wasn't working there then told different time he went home. Repair means fix. It was NOT clear per your scripted verbiage, not everyone is in on the industry terms. I asked for it to be fixed and he stated when Windsheild are fixed we recommend wipers at the cost of $37.50, which I said I'd pay. All of this hassle and complete lack of customer service by the tech that refused to let me speak to person on phone to the mess with Dirk and crew I reject your conclusion. 
Regards,
[redacted]  [redacted]

Dear Mr. [redacted],
I’m very sorry that our attempt to repair the damage to your 2013 Hyundai Sonata wasn’t successful. While we do have a very high success rate with our repairs, there is no way to determine exactly how the damaged glass will react to the repair process prior to the work. I have...

attached a copy of our warranty which includes information on our repairs. Specifically, it states that there is a chance that the damage could get larger during the repair and we are not responsible for that. This information is also available at our website, www.safelite.com.
I understand you were made aware that if your windshield could not be repaired and required replacement, your deductible would apply. It is unfortunate that your deductible exceeds the cost of the windshield replacement. In these cases you would be responsible for the entire cost of the windshield replacement. We would be happy to work with you and provide the best possible pricing for a windshield replacement.
Again, I apologize that the repair attempt wasn’t successful. Please feel free contact us at ###-###-#### with any additional questions or concerns. We do appreciate your business at Safelite.

Dear Mr. [redacted],
I’m very sorry for the damage to the windshield wiper and wiper transmission after Safelite replaced the windshield on your 2006 Mazda 3. We do provide a Nationwide warranty for as long as you own the vehicle. If you could provide the receipts for the parts you purchased, we...

would be happy to send you a check for the amount you paid.
I also checked on the invoice for the windshield repair that we couldn’t perform. The job was invoiced in error and your insurance company has been credited the amount of the repair toward the windshield replacement, as indicated on the attached invoice.
Again, I apologize for the damages and the inconvenience you experienced. We do appreciate your business and it’s our goal to bring this issue to a satisfactory resolution in a timely manner.

I’m very sorry that our attempt to repair the windshield damage on your 2011 Chevrolet Cruze cracked out. While we do have a very high success rate with our repairs, there is no way to determine how the already damaged glass will react to the repair process. Nor is there any way to predict...

whether the repair will hold for 1 day or 10 years. Our repair process is the most advanced in the industry and it is highly unlikely that the repair cracked out due to anything our technician did or didn't do in 2014.
 
I have attached a copy of our warranty, which includes our money back guarantee for repairs. If a repair is unsuccessful or just not satisfactory, Safelite will refund the cost of the repair to the paying party. The replacement windshield would then be subject to any deductible on your auto policy. When we replaced your windshield you did pay your $100 deductible in full.
 
As a courtesy and to thank you for continuing to trust Safelite for your auto glass needs, we will be happy to refund your $100 deductible to you. We will need to verify your mailing address to send the check. Once we receive that information, please allow 7-10 business days to receive it in the mail.
 
Again, I apologize that the repair cracked out and a windshield replacement was necessary. We do appreciate your business and look forward to hearing from you at ###-###-#### so we may confirm your mailing address.

Dear Mr. [redacted],I apologize that you didn’t receive a response from the “regional manager” after leaving a message with your contact number. I reached out to him with your concerns by email. I’m certain he will be in touch with you as soon as he is able. You may also reach out to him again as you have his name and number.I was also in touch with the manager, Caleb. He let me know that he would be happy to come out to view the windshield. In his multiple conversations with you, he stated that it’s likely that the pitting in the Audi windshield was normal but he couldn’t tell for sure without looking at it himself. He didn’t specifically exclude the possibility of defects in the glass, he just couldn’t make that determination without seeing it personally. Please feel free to reach out to him directly to arrange a time for him to inspect the windshield.

Unfortunately this is not a solution at all. The business is taking claim that not all repairs go as expected. However they are not addressing the fact that their senior technician told me their Junior technician did the repair incorrectly causing the damage to be irreversible.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I feel it is very unfortunate that I had to come to submitting a claim on the Revdex.com to receive a resolution and the customer service I deserved. For such a large company this place should care more about their customers and product/service they provide. I will never use or recommend this company again.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I have attached the preliminary estimate from Lexus of Tampa Bay.  The repairs are scheduled for 06/21/2016.

Dear Ms. [redacted], I’m very sorry that the windshield of your 2016 Hyundai Sonata Hybrid cracked out while we were attempting a chip repair.  As our technician explained, there is a chance that the repair process may not work and the damage may get larger. You were also made of the...

repair waiver prior to the work being done. This information is discussed with each customer so that the individual can make an informed decision about continuing with the repair knowing that there is some risk involved. If you read through the repair waiver at the bottom of the receipt, you will see that the process involves both pressure and suction being applied to the already damaged glass. There is no way to predict before the work is done how the damaged glass will react to the repair process.  Your main complaint is regarding  the equipment used and that you feel it was faulty. In checking with the Quality Manager, there is no reason to believe that the particular piece of equipment used to attempt the repair is faulty or out of calibration.  We do appreciate your loyalty to Safelite and we understand your frustration. In a gesture of customer delight, we are offering to replace the windshield at a significantly reduced price of Under work order [redacted], there is a quote to replace your windshield that includes a total of $120 in discounts. The total after the discounts is $269.60. If you would like to schedule the replacement, please contact us at ###-###-####.

Dear Mrs. [redacted],
I’m very sorry that your alarm system was damaged during the installation of the windshield on your 2005 Toyota Corolla and that you haven’t received the reimbursement check you were promised. Our records indicate that we did receive the receipt you submitted and the reimbursement...

was requested.
I truly apologize that you have been waiting so long for this reimbursement. What I would like to offer you is a check for $260.00. That amount reflects the reimbursement amount of $206.01 and an additional $53.99 as a courtesy because of the delay and inconvenience. Our records show that we have already verified your mailing address. Please allow 7-10 business days to receive the check in the mail.
Again, I apologize for the extended delay. Safelite appreciates your business and your patience. If you have any questions, please feel free to call us at 1-866-212-5457.

Dear Ms. [redacted],
I’m very sorry to hear that our attempt to repair the damage to the windshield of your 2002 Volkswagen Beetle wasn’t successful. Our records indicate that we replaced the windshield for you at a discounted price on July 2, 2015.
Please contact our Executive Service team at...

###-###-#### if you have any further concerns. Thank you so much and we do appreciate your business.

Dear Ms. [redacted],
 
I’m very sorry for the ongoing issues regarding the windshield installation we performed on your 2009 Toyota Tacoma. Our records show that we have been working with you and your insurance provider since May 31, 2016. We have provided the pre-inspection document and...

pictures as requested. Attached are the pre-inspection and two of the ten pictures taken by our technician. The pre-inspection and the pictures indicate that the damage you claim was there prior to Safelite working on your vehicle.
 
Regarding the time stamps, the pre-inspection does have the date and time visible. The pictures have the time stamp embedded into our internal link. It isn’t displayed on the picture itself. For example, the attached picture of the roof shows: 2016-05-26  14-40-51 which indicates the picture was taken May 26, 2016 at 2:40.51 pm.
 
On June 13, 2016; your insurance company requested a copy of the pre-inspection report and it was emailed to them. Your insurance provider at that time indicated they were planning to send an appraiser to view your vehicle. Our most recent contact with your insurance company was on June 20, 2016 when a representative requested the pictures our technician took at the time of the pre-inspection. Those were emailed as requested. At this time, we have not received an update from your insurance company about the appraiser’s findings.
 
If you have any additional questions or concerns, please feel free to contact us or your insurance claims department.

Dear Mr. [redacted],
 
I’m very sorry about the discrepancy in the part needed for your 2014 Ram Pickup. In reviewing our records we do show that you were quoted for a stationary piece of glass and not the power slider that is needed. When a member of the quality team reviewed the call, it...

was determined that the information you provided indicated that the glass was stationary.
 
On June 30th and July 6th we do have record of you requesting permission to hear the recorded call. That request was submitted to our Sales department and we are awaiting a response. It can take 7-10 business days to receive a response. I do apologize for the inconvenience this is causing.
 
Once we have the discrepancy resolved, if you want Safelite to replace the power slider for you, we will be happy to do so. Because of the complexity of this installation, it must be done in a Safelite shop. We are not able to provide this service on a mobile basis. The replacement requires multiple technicians, can take most of the day to do and requires removing rear seats to access the wiring for the power slider. When Safelite does the installation, we do clean up as much broken glass as we can and we clean the exterior glass on your truck. A car wash is not included in our service.
 
Again, I apologize for the discrepancy. Once we hear from our Sales department about your request to listen to the call, we will be back in touch with you. In the meantime, please feel free to contact our Executive Service team at ###-###-#### with questions or concerns.