Aloha Pools & Spas of Paducah

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.

I called Dec 4th to speak with the people per the response. She said even thought they see where I was told they were going to be there to do the installation on several occasions " we do not compensate people for their lost wages".  I told her I need to speak with a supervisor and she said no on was available to doing anything more than the $50 check but they would call me right back. That was three days ago.  My time, lost income and aggravation is worth a lot more that $50. Sad way to run a business these days.

Dear Mr. [redacted],I’m very sorry for all the issues you’ve had with the windshield replacement on your 2015 Toyota Sienna. First and foremost, I want to let you know that we are processing a refund to you in the amount of $412.57. Please allow 7-10 business days to receive the refund check.You are...

correct that Safelite’s intent is to continuously improve and not to disappoint our customers. We value your feedback and will use it to help us do better. I want to address a couple of your specific points. When a customer asks for a representative’s name and/or manager’s name, that information should be provided without hesitation. I apologize that some associates aren’t familiar with or comfortable with that policy.At this time, scheduling a warranty appointment is not an option on our website. We are already working to change that. I’m sure you understand that it’s not as simple as just adding a new option. This project is in the development process with our IT team. Warranty work is as important as a good repair or installation. While only about 4% of the millions of jobs we do every year experience an issue, if we don’t handle the warranty jobs properly we may lose a customer forever along with everyone with whom they share their negative experience. Our National Lifetime Warranty is unique in the auto glass replacement industry. It is a vital part of the Safelite Advantage.Thank you again for your business and your feedback. If you don’t receive your refund check by November 30th, please contact our Executive Service team at ###-###-####.

Dear Mr. [redacted]I'm very sorry that there was damage to your 2000 Ford F350 Pickup after we replaced the windshield. I have checked with our legal team and they won't agree to any changes to the Release of Liability. I don't have a copy of the repair estimate, nor was I able to locate the unsigned...

copies of the Releases that you were sent. Therefore, I have included a generic version of the release that we would need you to sign in order to pay you directly for the repairs. Some language has recently been updated to resolve concerns or confusion about the customer's future rights. If this form is acceptable to you, please let me know and forward a copy of the repair estimate through the Revdex.com. You will then be sent the ROL with your information for your signature and the date. Once the signed release is received a check will be mailed to the address on the release. You would receive the check within 10-14 business days after the signed release is received. If you have any additional questions or concerns, please call us at ###-###-####

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.

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 Mr. [redacted],I'm very sorry that a storm hit while our technician was working on your vehicle. I understand that it was a few minutes before a tarp could be located and used to cover the windshield opening on your 2011 Honda CR-V. We did provide a rental vehicle for the 17 days that the...

dealer had your vehicle and paid for the diagnostic from your dealership. They were unable to locate any ongoing problems nor did they do or recommend an interior detailing. We advised that we would not be responsible for the cost of removing the carpets in your vehicle to look for potential but yet undetermined issues.The last contact we had from you, Mr. [redacted], is that you were going to take legal action. All the details your concerns and how we addressed them were forwarded to our in-house legal team. At this time we must respectfully decline your request for additional compensation. We paid your selected dealership to investigate the electrical problems that occurred immediately after the water intrusion. There were no damages found by the dealership during time they had your vehicle.

Dear Mr. [redacted],I’m very sorry that some of the paint was chipped on your 1964 Pontiac GTO as we were preparing to install the windshield for you. I understand that this car is very important to you and you are putting a lot of time, effort and money into restoring it. I reached out to the...

Store Manager and to the Operations Manager to get more details about this issue.To begin with, the store manager and a veteran technician went out to install the glass for you. Between them they have about 44 years of glass experience and we sent them to provide the best possible outcome. There was no glass in the vehicle upon their arrival as you are restoring this classic car. The manager and technician agree that as they were installing the clips they caused 1 or 2 very small chips in the paint around the windshield installation area. There are other chips both in the windshield installation area and the back glass installation area that they didn’t cause. We didn’t complete the installation of the windshield and we didn’t even attempt any work to install the back glass. Once the glass and moldings are installed the chips would not be visible. We understand that not repairing the chips is unacceptable to you.We are willing to accept partial responsibility for the reasonable cost to repair the chipped area. You provided a verbal estimate of $1500 for the work. When the Operations Manager spoke with you, he offered to send you a check for $750. He had received a few verbal estimates from reputable body shops in the area and was advised the $1500 estimate didn’t seem to be in line with the work that is needed. You declined the offer of $750.Safelite is offering you a check for $750 as a settlement of this issue. We would like to see a detailed estimate for the repairs and we would ask you to sign a release of liability before we send you the check. If you would like to accept this offer, please feel free to contact us and we will move forward.

I’m very sorry that our previous response didn’t fully address your concerns about the windshield of your 2007 Nissan Xterra.
 
According to conversations with the manager of the Safelite location, the method used by the original technician was consistent with our procedures. The “primer” mentioned doesn’t affect the outcome of a repair it only preps and dries out the area to be repaired. The actual repair work is done by a small machine using suction to remove debris and moisture from the damaged area and then the technician injects resin into the damaged area. The resin is allowed to cure and then the area is polished. In the words of the Safelite manager, “there is no wrong way to do a chip repair”.
 
The results of the process may differ due to any number of variables. In a small percentage of cases the repair process isn’t successful or may be visually displeasing. If the damage is in the driver’s line of vision it is generally recommended that a replacement be done instead of a repair. Even with a successful repair the damage doesn’t disappear so if it’s in the driver’s line of vision it can cause issues.
 
Again, I apologize that the repair wasn’t successful and a replacement was required. We do appreciate your business. If you have additional questions, please feel free to contact us at ###-###-####.

I’m so sorry for the multiple issues you have experienced after we replaced the windshield on your 2015 GMC Acadia. I understand how frustrating this must be for you. I do see that a warranty appointment took place today, July 13, 2016. I hope that all issues have been corrected to your...

satisfaction. If not, please contact us at ###-###-#### and we will do whatever is needed to rectify the issue.
 
Again, I apologize for the issues along with the inconvenience and frustration they caused. Safelite does appreciate your business and our goal is to make sure that you are completely satisfied.

From: John [redacted]<[email protected]>Date: Fri, Jun 10, 2016 at 12:33 AMSubject: Complaint #11431066To: [email protected],I wanted to see if Safelite had responded to the estimate to replace the carpet.Thank you,John [redacted]

I’m very sorry that our attempt to repair the windshield damage on your 2013 GMC Terrain 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. In a small number of repairs the damage...

may get larger and Safelite is not responsible for that. 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.
I apologize that you weren’t properly informed of the possibility of the damage getting larger prior to the technician beginning the work. As a courtesy, Safelite would be willing to provide a replacement windshield at no cost to you. You would be provided with a Nationwide Lifetime warranty on the glass and the workmanship as described in the attached warranty document. If you would like to take advantage of this offer, please contact a member of our Executive Service team at 1-866-212-5457.

Dear Mr. [redacted],
 
I’m very sorry that you experienced issues with the door lock after we replaced the door glass on your 2011 Volkswagen Jetta. It is my understanding that you brought your vehicle into our location in Bellevue, WA on Thursday July 28th. One of our technicians inspected the...

door to determine if there was any damage. While the vehicle was at the shop, the door was working properly and the problem couldn’t be duplicated.
 
Our technician also checked the interior of the door and the locking mechanism for any damage or obstruction. Nothing was located. The technician advised that possible the child lock was engaged which would prevent the door from being opened from inside the vehicle.
 
I hope that this has resolved the problem with your passenger door. If you have any further issues, please feel free to contact us and we will be happy to assist you. Safelite does appreciate your business.

Dear Mr./Mrs. [redacted] –   I apologize for the delay in responding. I have spoken with my manager Paul B[redacted], he has informed me that there is no charge on the work order [redacted] as it is a warranty and we broke the cover part. We are having a difficult time getting the right part and we are...

very apologetic. The dealership sent only half the cover the first time. The dealer only has the complete assembly available at our cost of $432.00, we have no problem covering that. We are still waiting on the correct part to show up, we were told by the dealership the part should be in around the 20th or the 21st. As soon as the part comes in your local shop will be in contact with you to schedule an appointment.   Again I sincerely apologize for the inconvenience.   Thank you for choosing Safelite we appreciate your business.   Tiffany J[redacted]

Dear Mr. [redacted], I’m very sorry for the miscommunication regarding the availability and price of the replacement windshield for your 2014 Kia Cadenza. Both you and your insurance company provided the best information possible about the vehicle in order to assure the corre** windshield was...

sele**ed and the most accurate price quoted. Even with everyone’s best efforts, the part that was sele**ed was not available. The only available part was the OEM glass and it comes with a higher price. When the windshield was replaced, Safelite absorbed $100 of your $500 dedu**ible and you paid $400 out of pocket. I located an original quote of $258.90 from April 30, 2016. Safelite will honor your request to refund the difference between what you paid and what you were quoted. Your request through the Revdex.com is for a refund of $150. You will receive a check for $150 in the next 7-10 business days. We will mail the check to the address we have on file: [redacted]. Richmond, VA [redacted]. Again, I apologize for the issue. We do appreciate your business at Safelite. If you have any additional questions, please feel free to conta** us at [redacted].

Dear Mr. [redacted],I’m very sorry that you have been experiencing terrible air noise since we replaced the windshield on your 2016 [redacted] LR4. As we discussed in our phone conversation today, we want to correct this issue for you under warranty. In order to achieve the best outcome, our [redacted]...

location recommended that we perform the work in our shop and asked if you would be able to leave it with them all day. I have scheduled a warranty appointment for you on Tuesday June 13, 2017 and you will drop off the vehicle Monday June 12, 2017 before the shop closes for the day. I contacted the location manager to let him know so we can be prepared with any parts that we may need.I do appreciate your willingness to work with us and I understand this has been very frustrating and inconvenient for you. As a courtesy, I will be refunding the $100 deductible you paid for the original installation. The check will be issued no later than Friday June 9, 2017. Please allow 7-10 business days to receive the check.I thank you for your patience and understanding. If you have any questions or need additional assistance, please feel free to contact our Executive Service team at ###-###-####.

Dear Ms. [redacted],
I’m so sorry to hear of your negative experience while attempting to get replacement windshield wipers and some damage repaired to the windshield of your 2007 [redacted]. The behavior you described is unacceptable and not how any Safelite associate should treat a valued...

customer such as yourself. Please accept my deepest apologies.
In checking our records, I do see that both the Safelite shop manager and the District Manager are aware of your concerns and this is being addressed with the individual technician. I want to assure you that this will be dealt with in the most appropriate manner by the technician’s management team.
Again, I apologize for the treatment you received. We do appreciate your business at Safelite and hope to be able to assist you further. If you have any other questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

The dealership did say that the rain sensor that your company was faulty (not working properly) and has not been replaced since it has went to the dealership. It was replaced by your technician and his name was Bo and the NEW rain sensor did not fix the issue so he told me to go to the BMW dealership here which I did and they said that the rain sensor was not working properly. So the dealership said the NEW rain sensor that you installed was faulty and since then has not been replaced. I also know for a fact that the safelite shop in Amarillo did pay for and receive a new rain sensor June 30th because I have talked to the dealership about it several times. Yet even though they received it I was never contacted to get it put in and when I contacted the manager about it I was not treated well and could not get a word in the conversation because he would not stop talking saying he would not do anything. He was very unprofessional and rude. I took my car to your company expecting to get it back in the same condition I left it in and that was not the case. I do not understand how you can say that this is ok.
**

Dear Mr. [redacted], I’m very sorry to hear of the issue with the drip rail molding on the roof of your 2014 Toyota Tacoma. I understand why you feel this is due to the windshield replacements we performed. However, I verified with the Safelite store manager that we don’t move or remove those...

moldings when replacing the windshield. The molding itself isn’t attached to the windshield nor does it actually touch the windshield. I also did some online research to see if other Toyota Tacoma owners have experienced the same problem and if it was found to be a result of a windshield installation. I did find a number of forums about the drip rail moldings coming loose or coming off completely. A common theme was that the moldings are attached with double-sided tape by the manufacturer. Over time going through car washes and exposure to the elements can cause the adhesive to deteriorate. I didn’t find anything online that tied the molding issues to glass replacement. There were stories of the molding coming off in automatic car washes and while driving on the highway. You may want to check with your local Toyota dealer if you still have a warranty on your truck. The failure of the adhesive might be covered under your warranty.  I do understand how frustrating this must be. If this was something that was caused by our installation we would absolutely take care of it under our warranty. Since we don’t move or remove the moldings and this is  a documented problem on this vehicle, Safelite’s position is that we bear no liability for the issue. If you would like to discuss this further, feel free to contact your local Safelite location or contact our Executive Service team at ###-###-####.

What proof do you have something had hit my windshield?!?! You have none. On the side note, I did let you know about the defects in the windshield less then 24 hours of noticing them.The Windshield is part of the materials used to do the job. Any material used is covered in a Lifetime Warranty, PERIOD!.If you do not honer your Lifetime warranty, you give me no choice but to alert the local and national media about your shady business practices. I am going to tell them the company refuses to honer there customers Lifetime warranty and by doing so, charging more money to the customers (like me) who already have lifetime warranty to get there car glass fix or replace, AGAIN.   I will take you to small claims court.File an complaint to the police!