Aloha Pools & Spas of Paducah

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]

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.

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

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.

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,

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

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 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 [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.

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 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].

you obviously don't understand my frustratio, if you had read my last response I am willing to go half because you say there's an impact point fine and dandy.l but I refuse to pay for the whole windshield when your installer press down on it and created the crack to go in my line of sight so something needs to be done and an apology needs to be made on his behalf for being rude disrespected me and talking to me in front of my children so I have about four witnesses to that effect okay so all I want is you to become to a meeting with me that's it he put his hands on it cause it to crack more fine that is the half that you guys will day I will be the other half this needs to be fixed and resolved quickly

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

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.

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 [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.

I'm very sorry for the issues you experienced with the windshield replacement on your 2016 Honda Accord. You spoke with a member of our Executive Service team on August 9th. During that call, as a courtesy, you were promised a refund of the $100 deductible you paid for the work. The request was...

submitted bot for some reason it was never processed. I sincerely apologize for the error. We are issuing you a check in the amount of $150 total on Friday September 8th. You should receive it within 7-10 business days. If you have any additional questions or concerns, please feel free to contact us at ###-###-####.

In contacting them they were to respond back by today 9/10/2015 and they still have not contacted me.  I feel as if the did not care for my time and the fact that the car is not fixed to how it was brought in to their place of business is disappointing.  The fact that we have been fighting to get them to actually respond for the time it has been when it started before this complaint.  This will have a impact on the perception of the business in my view.

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.