Aloha Pools & Spas of Paducah

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

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.

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 ###-###-####

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

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].

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 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.

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 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.

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

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]

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 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.

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 Mr. [redacted],
 
I’m so sorry to hear about the long list of issues related to the installation of a windshield on your 2010 Toyota Tacoma. In researching your concerns I’ve been in contact with the Safelite store manager and requested any recorded calls between you and Safelite...

representatives. Unfortunately, you created your work order through the Safelite website and subsequent conversations were almost exclusively with the Safelite shop personnel. The shop phone lines are not recorded.
 
Regarding OEM parts, we have no record or documentation of your request for OEM parts. The work order reflects the aftermarket parts that were installed on your truck. If you want OEM parts installed, there would likely be an additional cost involved. The price you paid was for aftermarket parts, not OEM.
 
Regarding the urethane spots and the rain channels, the Safelite manager in Portland has attempted to reach you by phone and email to set up a time to inspect the issues. Safelite does provide a nationwide lifetime warranty on the materials and our workmanship for as long as you own your vehicle. Anything caused by our installation, we would fix at no cost to you.
 
Again, I apologize for the technicians appearing rushed and not addressing your concerns more professionally. We do appreciate your business and we want to correct any deficiencies in our work. If you would like to schedule a no cost warranty appointment to have your vehicle inspected, please feel free to contact the Executive Service team at ###-###-####.

I do not dispute that your technicians are thoroughly trained. You only stated that the technicians are trained, this technician told me they would replace it. Regardless of training he misspoke, per your person on the phone at your call center. I will not go to safe flight. I will advise other people to stay away from Safelite. Regardless of training hehe messed up. I see you are unwilling to listen to your customers. I am also saying that I am not the only person to have this issue. So for all the training you give your technicians they continually across the US say the wrong things. I reject your offer. Do not want a windshield from you even if it was free. Because if your technician can't get it right the first time, what makes you think I want him touching my vehicle the second. Worst customer service I have ever seen.

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.
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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!