Aloha Pools & Spas of Paducah

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 ###-###-####.

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.

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]

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

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]

Dear Mr. [redacted],  I’m very sorry for the issues you are experiencing since we replaced the back glass on your 2014 Hyundai Tucson. Safelite does provide a National Lifetime Warranty for the auto glass materials and the workmanship for as long as you own or lease your vehicle. In the rare case...

of damage to the vehicle, we do need to view the vehicle before accepting liability for the damage. The Operations Manager in your area has requested that a manager take a second look at the damage before we determine whether we are responsible or not. Our understanding is that you will not allow that. Until a manager is able to inspect the damages, we will not be able to move forward with a possible warranty claim. Once a manager has a chance to inspect the damages, we will be able to move forward with the process. Please contact us at your earliest convenience at ###-###-#### to schedule a time for a manager to view your vehicle.

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

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 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

Dear Mr. [redacted],I am very sorry about the experience you had with us thus far. I did read over your complaint and spoke with the store manager's superior Steven E[redacted] He advised we have dropped the ball on this matter and for that we're sorry for the inconvenience we've caused. The shop will...

cover the cost of your install that is set for In Shop Aug 7th, 2017 at 1pm. Also, we would like to send you $50 in addition. If you would accept our offer we would be more than happy to send you a check. If so, please verify the spelling of the name and address you would like us to send it to. If there's anything else we can do please let me know.Thank you,Danielle D[redacted]

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 ###-###-####.

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]

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’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.

Safelite AutoGlass does not express any will in their response to compensate the inconvenience caused to me by their fault or their system's inaccuracy information. I wasted several hours of time, my friends' time, gas for both cars, and an unnecessary leave from work but did not receive any offer for financial compensation from Safelite. In addition, Safelite faked the reason why the service was delayed in their response. When I was in store for the first time, the store agent showed me the order status in their system and confirmed to me that my order was not actually scheduled due to the sales representative's mistake. But they are now saying that that was because of the inaccurate inventory information in their system to try to evade their personal fault on my case. Moreover, Safelite failed to respond for their customer service's rude behavior to put me on hold and automatically hang up on me when I tried to report this issue and looked for a solution with them. All in all, I am requesting financial compensation for all my losses in this issue. Thanks.

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

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.

the new tech was nice and buzz is reduced but still constant at highway speeds. This has turned into a nightmare.

Dear Mr. [redacted],
 
I’m very sorry to hear about the missing molding and excess urethane that you noticed after we removed and reinstalled the windshield on your 2004 Jeep Wrangler while it was at the body shop.
 
Our records indicate that we are assisting you with this and you...

had a warranty appointment scheduled on Saturday June 20th, 2015 for one of our technicians to arrive sometime between 7:00am and 12:00 noon. If you have any additional questions or concerns, please call us at 1-[redacted]

I want verification from the shop that if there was any future issues with my windshield that I would not be barred from using the safelite shop in Salisbury for example if I payed out of my own pocket to have them put in a new windshield in the future or if there was another insurance claim I want to know that I can still use the safelite in Salisbury. I value that shop and the work that they do I never had any gripes with the install just the part. Verify that I can use the shop in the future and I will see this as being resolved. I prefer whenever possible to use safelite for my glass needs I don't like using other shops I got the impression that if I walked into safelite tommorow willing to pay for another windshield that I would be rejected