Aloha Pools & Spas of Paducah

Dear Ms. [redacted],I understand your concerns about not having the option to request OEM glass through our website. Your feedback has already been forwarded to our Senior Leadership team for review. All Safelite locations are corporate owned and operated. I want to assure you that there was never any intention to penalize the Safelite location or the technician for the need to replace the windshield. The additional cost of the replacement is being absorbed at the corporate level.In the auto repair industry, the standard is to replace damaged parts with aftermarket whenever they are available. This applies to all automotive repairs performed outside of a dealership. Insurance providers authorize OEM parts only if the insured has an OEM endorsement in place, if there is no aftermarket part available, or if the insured requests it and it falls within the Insurance providers guidelines for approval. Therefore the vast majority of automotive repairs are performed with aftermarket parts. Any customer can request OEM parts if they are willing to pay the additional cost for those parts. It is my hope that at some point customers will have the option to request OEM parts through our website.  That would likely stop the online process and direct a customer to contact a representative for further assistance. Safelite appreciates your feedback and will use it to continue to improve our company and our processes.

Dear Mr. [redacted],I’m very sorry to hear that water is or was leaking into your 1989 [redacted] C1500 Pickup. In reviewing the notes regarding the issues, there was also an issue with the moldings. I do see that we replaced the moldings for you under warranty on May 15, 2017.Upon inspection, it was...

determined that our windshield installation wasn’t the cause of the water leaking into your truck. The water is coming in around the doors because they are not fitting properly. The doors are “hanging” on the hinges and there isn’t a tight seal. Therefore, water is getting into the truck. The store manager, assistant store manager, and the operations manager have all been involved in reviewing the details of your request and are all in agreement that our work didn’t cause the leak. Therefore, we must decline your request to pay for any damages related to the water leak.Again, I regret the issues that you have been experiencing. We have rectified the issue with the moldings under warranty but we’re not responsible for any other damages. If you have any additional questions, please feel free to contact the local Safelite shop directly, or our Executive Service team at [redacted].

Dear Mr. [redacted],
I'm very sorry for the delay in getting the additional information and responding to the issue regarding damage to the dash of your 1992 Toyota Camry. I am happy to report that all the necessary information was provided and the replacement of your dash has been approved. I spoke with [redacted] at [redacted] Toyota today and he is preparing an updated estimate and planning to order the necessary part/s. Safelite will pay for the parts up front and will pay the balance once the work is completed. We will also provide a rental vehicle if needed while your Camry is being repaired.
If you don't hear from [redacted] Toyota in the next few days, please feel free to contact them to arrange a time for the work to be done. Also, a representative from Safelite's Executive Service team will be in touch with you regarding setting up a rental vehicle if needed.
Again, I apologize for the damages and the time it has taken to get the repairs authorized. If you have any questions or concerns, please feel free to contact us at 1-866-212-5457,

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.

Dear Mr. [redacted],
I’m so sorry for all the issues related to the windshield installation on your 2012 Jeep Liberty at the Safelite location in Commack, NY. Our records show that you had a warranty appointment scheduled for Monday February 15, 2016 in our Bay Shore, NY location to replace the...

moldings as well as addressing scratches in the windshield we installed. A representative from our Executive Service team left a message for you to verify that everything has been resolved to your satisfaction.
I regret that you weren’t treated as a valued customer by all Safelite associates you dealt with. The details of your experience have been provided to upper management and will be addressed. We do appreciate you, your business, and your feedback.
Again, I apologize for the scratches on your moldings and the windshield. In a conversation with the Safelite location that performed the warranty work, we were advised that everything went well during your appointment on February 15th. If you have additional questions or concerns, please feel free to contact us at ###-###-####.

Dear Ms. [redacted],
 
I’m terribly sorry about the water leak and damage that occurred after Safelite replaced the windshield of your 2010 Nissan Maxima. Our records show that a check request for $100 was submitted on May 26, 2016 but it was never processed.
 
A member of our Executive...

Service Team contacted you on June 20, 2016 to resolve this issue. In that conversation, we agreed to reimburse you $100 for the detailing and an additional $100 as a gesture of customer delight. At your request, we are sending the check in your name to the Safelite location in West Allis, WI. With overnight delivery it should arrive on Wednesday June 22, 2016.
 
Again, I apologize for your negative experience and all the time you spent trying to get the reimbursement you were promised. We do appreciate your business at Safelite. If you have any additional questions or concerns, please feel free to contact our Executive Service Team at ###-###-####.

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

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

Dear [redacted]I'm very sorry to hear about this issue and I would like to assist you. I've been unable to locate the work that Safelite did for you using the information provided. If you would be able to provide the work order number, the phone number provided at the time of service, the customer...

name as it was provided at the time of scheduling, and the vehicle information; that should allow me to locate the work order and address your concerns.

Dear [redacted],I’m very sorry for the damage to the interior of your 2005 [redacted] due to the windshield replacement on November 22, 2017. I regret that the communication about the repairs has been sporadic. I was able to verify that a refund of your $250 deductible payment was...

processed on December 9, 2017. The funds should have been returned to your account within 3-5 business days after that, by your financial institution.Safelite has accepted responsibility for the damage to your headliner, both interior A-pillars, and the rear view mirror wire cover. We have ordered all the parts and some have been received by the Safelite shop. The headliner is coming from Germany and has not yet been received. As soon as it arrives, you will be contacted to arrange for installation of the parts. If a rental vehicle is needed while the repairs are being made, we will arrange for a rental vehicle from [redacted] to be paid directly by us.Again, I apologize for your frustration and the inconvenienced you’ve experienced. Safelite will be taking care of all the repairs once all the parts are received.

Complaint: [redacted]
I am rejecting this response because:
This is complete BS again. There is a point of impact from something so tiny that it could have been a bug and it cracked the windshield. If I would file a claim with my insurance company they would give me another Safelite windshield which we have already determined does not hold up like the factory one. This would increase your profits and leave me with yet another inferior product that you won't stand behind. You can make all the claims you want about your product but you still have to stand behind it. Regardless of what pocket the payment comes from the product should be worthy of payment. This complaint is in reference to the poor quality of the product and terrible service I received on the phone. Neither of which you seem to be willing to address. Thanks again for your lack of assistance.

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

There was no waiver to sign or indication that further damage could occur at the hands of your tech. I firmly believe that the tech should not have attempted to repair my chip as it was inclement and raining at the time of the service.

Good Afternoon,
Ms. [redacted] contacted Safelite on July 15, 2016 about the mobile fee she was charged. We already credited the 29.99 back to the card she used at the time of service. THe customer was first told that we would send a check but because she paid by a credit or debit card, we issued the...

credit back to the card. The notes from that call are:
CCI SAYS SHE WAS QUOTED $198.95 PLUS TAX BUT SAYS IF SHE WAS TOLD IT WOULD BE AN EXTRA 29.99 FOR MOBILE SERVICE SHE WOULD HAVE BROUGHT IT IN SHOP / CALLED SHOP MANAGER TO SEE IF HE COULD JUST CREDIT THE MOBILE FEE BACK TO CARD BUT MANAGER ON VACATION/ SENDING CUSTOMER $30 CUSTOMER DELIGHT CHECK    
Our file was closed because we did what exactly the customer asked.

Dear [redacted],I’m very sorry that the damage to the windshield of your 2017 Audi Q7 cracked beyond the point of repair. The Safelite store manager provided additional detail about what occurred on July 28, 2017.“[redacted] came in for a repair appointment. We pulled his vehicle around to get a better look at the impact. He was there no more than 15 minutes. Once the tech exited the vehicle inside the repair bay and shut the driver door, the break was visible in the window and was moving north on the glass from the bottom driver side. Once we got a light on the break up close, you could see the crack heading south through the frit band to the edge of the glass. At this point we knew it was not repairable. The tech called me over but I couldn’t get to him right away as I was helping another technician.”“No more than 10 minutes passed and I was over at the vehicle in question reviewing the windshield. No more than 2-3 minutes following that the customer was informed.” “There was absolutely no work performed on this vehicle.”We were going to schedule a windshield replacement for you but when you were informed you had a $1000 comprehensive deductible through your insurance company, you chose not to proceed.Again, I apologize that the windshield damage was unrepairable. I hope that this helps to clarify that our technician didn’t do anything to the windshield to cause the damage to get larger.

Dear Mr. [redacted],I'm very sorry that the windshield repair that we did on your 2009 Chevrolet Trailblazer in August of 2009 has cracked further. The repair process is an attempt to prevent replacing the windshield. While we do have a very high success rate with our repair process, there is no way...

to determine how the already damaged glass will react to the repair process or how long the repair will last. Safelite does provide a money back guarantee with our repairs. What that means is that if the repair ever fails or if the results are unsatisfactory, Safelite will credit the original paying party for the repair but replacement is the only option. With your repair, Nations Auto Club was the paying party. They aren't an insurance provider so if you are no longer covered by their services, they will not cover the cost of a replacement. With an insurance claim, if the repair fails, the insurance company will change the claim from a repair to a replacement and the Comprehensive deductible in effect for the original date of loss would apply. I have included a full copy of our Nationwide lifetime warranty as well as the explanation of our repair guarantee from our website.I'm glad that the chip repair held for over 7 years and I regret any unrealistic expectations that may have been set at any time about the repair process, the money back guarantee or what happens if the repair ever fails. The fact that it lasted over 7 years is a great indication that the repair was performed proiperly by the original technician.I regret that we are unable to honor your request to replace your window at no charge. Safelite would be happy to work with you to provide a windshield replacement at the best price possible. Windshield repair warrantyThe repair process involves the injection of special adhesives into the damaged part of the glass. The degree of success of each repair is a function of several variables. The best results are obtained when the damage is recent, the point of impact small, the cracks around the damaged area are small, and there is not moisture or other foreign matter in the damaged area.In some cases, the attempt to repair a windshield can result in the chip or crack becoming larger, and we are not responsible for such damage. Our windshield warranty works as such: if you are dissatisfied with the repair, we will credit the cost of repair toward replacement. If your insurance company paid for the repair, the insurance company will receive credit. We guarantee that the repaired portion of the windshield will not crack further and that the repair will pass any state vehicle inspection, or we will credit the cost of repair toward replacement.  This windshield warranty applies as long as you own or lease the vehicle on which the repair was made and is not transferable.

Dear Mr. [redacted],I’m very sorry to hear about the issue with the molding, and your frustration when trying to schedule a warranty appointment, after we replaced the windshield on your 2006 [redacted] 300. We have ordered the side moldings and will reach out to you once we receive the parts....

This is covered at no cost to you under our nationwide lifetime warranty.I reached out to the Operations manager in your area and advised him of your requests. He did assure me that the side moldings are on order. Because the moldings are primarily cosmetic, your vehicle is safe to drive without them. They don't hold the windshield in place and there is no significant risk of water intrusion. The urethane seal is what holds the glass in place and prevents water or air from entering the cabin of the vehicle. Aside from the moldings that we are replacing the installation was done correctly and the vehicle is drivable.While we would like every installation to be perfect the first time, a very small percentage of customers do experience some sort of issue. That is why we offer the industry’s only Nationwide Lifetime warranty on the materials and workmanship for as long as you own the vehicle. Regarding your request for a refund, we will be crediting $50.00 back to the credit card used to pay for the installation. This is as a courtesy and a gesture of good faith. Please allow 5-7 business days for your financial institution to restore the funds to your account.Again, I apologize for the frustration and inconvenience you have experienced.

Dear Ms. [redacted],I’m very sorry to hear of these issues. I will need some additional information in order to locate the work that Safelite did for you and assist you further. Could you please provide the original work order number, the phone number under which I could locate the work, the full name of...

the person or business the work was done for, and the last 6 digits of the VIN?I haven’t been able to locate the work under the phone numbers that were provided to the Revdex.com, the email address provided, or your name. IF you need immediate assistance, please contact our Executive Service team at ###-###-####.

Dear Mr. [redacted],I'm very sorry that the crack in the windshield of your 2014 [redacted] Pilot was too large to attempt a repair. When qualifying windshield damage to determine if it might be repaired or if the windshield requires replacement, size is only one of the factors in making that decision. The...

ultimate recommendation is by a trained and Certified Safelite technician. If the damage is too large or if the technician feels there are other factors which would indicate that windshield repair is not the best option, the technician will let the customer know. There are several factors that play a role in completing a successful repair. These include but are not limited to:The age of the damageThe size and location of the damageGlass is an unpredictable and sensitive material If a chip repair fails or if a customer just isn't satisfied with it, Safelite provides a money back guarantee, which is not transferrable. I have included a copy of our warranty. Any warranty or our money back guarantee applies as long as the customer owns or leases the vehicle. If the vehicle is leased, the warranty/guarantee ends when the vehicle is turned in at the end of the lease. If a customer owns a vehicle, the warranty/guarantee will not transfer to the new owner when it is sold. Your frustration is understandable. When windshield damage can be repaired, your insurance provider will waive our comprehensive deductible. Because the damage isn't repairable, your $500 deductible does apply. We will be happy to work with you to provide the best price possible for a windshield replacement.  Again, I apologize that in this case a windshield repair could not be attempted. If you would like to schedule a replacement, please contact us at ###-###-#### and we will work with you to provide the best price possible.

Dear Ms. [redacted],I’m very sorry to hear that there appears to be something rolling around in the dash of your 2013 Mazda 3 since we replaced the windshield. I’ve been in contact with the Safelite manager in your area, Elijah B [redacted] He is aware of the situation and he has attempted to reach you by...

phone. The phone number we have on file and the one he’s been calling is the same as on your Revdex.com complaint. Is there an alternate phone number he should try?Elijah would like to schedule a time for you to come into our location Plano, TX location so we can attempt to diagnose and correct this for you. Please feel free to reach out to him directly at ###-###-#### to schedule an appointment.Again, I apologize for your frustration and inconvenience. We do want to get this issue corrected for you.