Aloha Pools & Spas of Paducah

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.

Good Afternoon,
I'll make a long story as short as possible. I have attached a screen print of what Ms. [redacted] is trying to point out. Our work order numbers are recycled over time. What happened in this case is when Ms. [redacted]'s claim was first entered our system assigned the work order number 01812-169234. Unfortunately, in 2010 another customer's job was assigned that same work order number. When our scheduling system encounters this it will combine some information from the current job and some from the previous job. In this example, Ms. [redacted]'s vehicle information is reflected but the 2010 customer's name and billing information is reflected.
When our shop attempted to confirm the order by phone, they found that there was incorrect information on the work order and obtained the correct information for Ms. [redacted]. I'm not sure if Ms. [redacted] is claiming that we shared her information with our 2010 customer Jessica Liccardo, but that didn't happen.
I hope that helps to clarify this correspondence. If there are any other questions, please let me know.
In addition, I have attached the amil confirmation sent to Ms. [redacted] that states her insurance coverage hasn't been confirmed and she may be required to pay for the work if it is completed before we receive verification of coverage.

I’m sorry that you found our most recent response to be unsatisfactory. My understanding is that we haven’t done any work on your vehicle and you don’t wish Safelite to work on your vehicle. Your frustration is understandable and I regret that this occurred.
 
There is no reason for any customer to be treated in a rude or unprofessional manner. Your feedback about your experience has been documented and has been shared with the field management. We appreciate you letting us know about your experience. We will use this information to assist in our goal to continuously improve. If you would like to discuss this further, please feel free to contact a member of our Executive Service team at ###-###-####.

First of all I know the limitations of my wife's vocabulary. Which was why I was the contact person on the transaction. The employee called me from there and told me they would have to order the correct part. So since I had already made the decision about how the order was going to be handled there was no need to discuss the issue with my wife. Second your company has proceeded to make one story after another. When I first started discussing this they were going to replace the glass. The story you give of not being able to get the correct glass is incorrect I called two other glass replacement centers and both told me they could get the glass. So you were lying about that. Next you had someone wanting me to verify I could get new glass and not used glass so if the language wasnt the issue from the beginning why were you making me prove the glass was obtainable. So you can either replace my window and put the correct window or I will contact a lawyer and proceed with a discrimination case. Just so you know my wife is attending english as a second language class so she can improve her english. Again your staff isnt capable of determining her language skills

I am rejecting this response because:On Tuesday I was told by Safelite that this would finally be resolved with the remaining issue being a rental car. A form was supposed to be e-mailed for me to sign & return in order for a check for the rental to be sent out. I was told that this would be done by the end of the day. Not only did this not happen, it still hadn't happened as of Wednesday evening. This is exactly what I've been dealing with for 4 months. This is by far the worst customer service I've ever experienced!!!
Regards,
[redacted]

Dear Ms. [redacted],
I’m very sorry that our attempt to repair the windshield damage on your 2010 Lexus HS 250 wasn’t successful. While we do have a very high success rate with our repairs, there is no way to determine with any degree of certainty how the already damaged glass will react to the repair...

process. 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.
There are several factors that play a role in completing a successful repair. These include but are not limited to:
• The age of the damage
• The size and location of the damage
• Glass is an unpredictable and sensitive material
Again, I apologize that the attempt to repair your windshield wasn’t successful. While Safelite does understand your frustration, we are not responsible for the already damaged windshield ultimately requiring replacement. We would not be willing to pay any part of the cost of a windshield replacement done by any other glass provider. If you have additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

I am rejecting this response because: the damage was done by Safelite AutoGlass. And I don't feel like I should take a $750.00 lost for their mistake.
Regards,
[redacted]

We are calling [redacted] right now as we could not locate a case file for her.

I’m very sorry that we aren’t able to get the glass with the shade band for your 2006 VW Beetle. I did contact a local Volkswagen dealer today and provided them with your full VIN number. Based on the VIN the correct dealer windshield part number is [redacted]. This part has a green tint with no shade band. This is the same part that we installed on your vehicle. Based on the information provided by Volkswagen, the windshield with the gray shade band is no longer being manufactured for your vehicle.
 
At this time, we consider this issue closed. We aren’t able to get the part you want as it is no longer being manufactured. If you would like a shade band at the top of your windshield, your insurance company may be able to add that as a supplement to your original glass claim.
 
Again, I apologize that the part that was originally in your vehicle is no longer available. If it was, we would have no issue with honoring your request.

I followed up with the Safelite shop this morning. We did have a technician reconnect the windshield washer hoses on Saturday. I see that the consumer wasn’t satisfied with my response from Friday. I will be happy to refund the mobile fee to her as a courtesy. I just wanted to get a jump on this and let you know what occurred. Happy Monday!Nancy S

I am rejecting this response because:My dash has a mark on it to nothing said about that. Why can't they get someone to fix my problem instead of me trying to find out how much it will cost to fix it. I live way out in the country and they should get some one to come out and fix it and order the vent from ford to put it in. The felt on the inside molding needs to be replaced and fix the scuff mark on my dash and replace the small vent that they broke on my dash. 
Regards,
[redacted]

Dear Ms. [redacted],
I’m very sorry to hear that you aren’t satisfied with the windshield installation we preformed on your 1998 Ford Taurus. A member of our Executive Service Team spoke to you on July 20, 2015 but you were out of the country. You did request that our representative contact you on...

July 23, 2015 at about 4:00pm. She will contact you to discuss your concerns at that time.
Thank you for your business and we look forward to speaking with you to resolve your concerns.

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.

Dear Mr. [redacted],I understand that taking your vehicle into the Safelite locations isn't as convenient as having a technician come to you. In some cases, we are able to achieve better results at a Safelite location than we might at a customers home or work location. There are several reasons for this:      Our shops provide a controlled environment, not being subject to inclement weather or other factors.      In our shops we have access to additional tools and equipment that aren't available to our mobile technicians.      A manager will be in the shop to assess the issue and oversee any work that is performed.The issue of rust in the windshield installation area should not be taken lightly. It can lead to water and air leaks and the seal between the windshield and the pinchweld can deteriorate. Our goal isn't to make things difficult, it's to assess the issue and recommend the best resolution to allow for a safe and effective windshield replacement.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

I’m very sorry to hear that you aren’t happy with the windshield installation on your 2008 Honda Ridgeline. In checking with the Safelite location in Mesquite, TX; it is our understanding that the vehicle was brought in for a windshield replacement by another family member. There was no...

request for Original Equipment to be quoted or installed. What we and any other glass provider stocks is aftermarket glass which is of like kind and quality which is what was installed on March 21, 2016.
On March 22, 2016 our Executive Service team was contacted about the molding being wavy. A representative offered to schedule a warranty appointment to correct the issue. At that time, you requested Dealer glass and moldings but didn’t wish to pay the additional amount for those parts. Our representative explained that we could schedule a warranty appointment if there were any defects in the materials or workmanship. According to our notes, there is no issue with the glass, you aren’t having any air leaks or water leaks or any other issue that would require replacing the windshield.
Again, I apologize that it wasn’t made clear to our shop that you wanted Original Equipment parts. We would be happy to order those parts for you and install them but you would be responsible for the additional cost of those parts. If you would like to schedule a no cost warranty appointment due to the wavy look of the molding, please give us a call at 1-866-212-5457.

Dear Mr. [redacted],I’m very sorry that you are experiencing a water leak after we replaced the windshield of your 2014 Honda Civic. Safelite does provide a Nationwide Lifetime Warranty on the materials and the workmanship for as long as you own or lease the vehicle.I see that you spoke with a member...

of our Executive Service team on March 27th around 9:20am. We do have a no-cost warranty appointment scheduled to come to your location on Thursday March 20th between 12noon and 5pm. Our technician will locate the source of the water leak and most likely remove and reinstall the windshield to stop the leak. If there are any damages associated with a leak from the windshield, Safelite will be responsible for those as well.If you have any additional concerns, please feel free to contact us at ###-###-####.

Hello -I need a case file updated to reflect that Safelite will be taking ownership of this case and we are making arrangements with the member ([redacted]) to have their vehicle repaired at our expense.  Complaint ID: [redacted] Complaint Type: Business Complaint Date Filed: 1/20/2016 4:42 PM

Dear Mr. [redacted],I’m very sorry for the difficulty you had in scheduling a windshield replacement for your 2007 Chevy Express Van and the issues you experienced after the installation. I understand that setting aside the time needed for a windshield replacement can be a challenge, especially if it...

is for a work vehicle. It does require approximately 2 hours to complete a windshield replacement and allow enough time for the urethane to cure before driving the vehicle safely. In checking with the local Safelite manager, the damage to the windshield is due to something striking it. Therefore, it is not covered by our warranty. Both the original shop representative and the shop manager looked at the damage and indicated that it was not a warranty issue but new damage. It is unfortunate that this occurred just 2 days after the new windshield was installed. There is no way to predict when an object might hit the windshield and cause new damage. The manager has offered to work with you to provide the replacement at the best possible price. Please feel free to contact him directly to discuss the cost of a replacement windshield. The shop is also happy to order the replacement caps for the windshield wiper posts. Once the parts are received from the dealer the shop will contact you to let you know. Again, I apologize for the inconvenience and frustration you have experienced. We do appreciate your business and we would like to bring this to a satisfactory resolution. If you have any additional questions or concerns, please contact us at ###-###-####.

I’m very sorry that you are having issues with the rain sensor and rear view mirror after we installed a new windshield on your 2010 Land Rover LR2. I do see that we replaced the rain sensor, part#  LR014238, on May 20, 2016. If it isn’t functioning properly, that may be an indication that...

it needs to be recalibrated.
 
We would like to schedule a no cost warranty appointment with you to resolve any issues that you have. Please contact our Executive Service team at ###-###-#### to schedule the appointment.