Aloha Pools & Spas of Paducah

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

Dear Ms. [redacted],
 
I’m very sorry that the windshield repair that we performed has cracked out. I would be happy to address the issue if you could provide the year, make and model of the vehicle. Based on the information provided I was unable to verify what vehicle this is...

regarding.
 
While we do have a high success rate for our windshield repairs, there is no way to determine how the already damaged glass will respond to the repair process. I have attached a copy of our warranty which outlines the money back guarantee provided for windshield repairs. What it states is that if you are not satisfied with the repair or if it ever cracks out, Safelite will credit the paying party for the repair. If insurance paid for the repair the credit would go to them and the cost of the replacement would be subject to any comprehensive deductible on the policy. If the repair was paid out of pocket, it would be applied toward the replacement cost of a windshield with Safelite or toward the comprehensive deductible.
 
Again, I apologize that the repair has cracked out. Please feel free to contact our Executive Service Team at ###-###-#### with the vehicle information to discuss this further.

Their response is unsatisfactory.  Their technician cracked my windshield and I expect them to make restitution for that.

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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you for taking responsibility for this and for Remedying the situation as best you can. 
Regards,
[redacted]

I am rejecting this response because: The windshield leaked because Safelite installed the windshield improperly . The installation date was in April 2016 and I discovered the leak in early August 2016 . I have no way of knowing how long it had been leaking . This concerning me regarding any long term damage to electrical issues in the future .Regards, [redacted]

Dear Ms. [redacted],I am in receipt of the signed Release of Liability. I will process a check for overnight delivery by UPS. You will receive the check on Wednesday August 30, 2017. The check number and UPS tracking number will not be available to me before I leave at 1PM on Tuesday August 29th and I will not be in the office on August 30th. Please feel free to contact another member of the team at 1-866-212-54** in my absence.Regards,Nancy S[redacted]

Dear Mr. [redacted]
 
I’m very sorry that you found a scratch on the rear quarter panel and taillight of your 2013 [redacted] Forester. At this time, the damage has been viewed by a manager with Safelite and we have determined that it is not consistent with something that could have been caused...

during our installation.
 
We have also been in contact with your insurance provider, [redacted]. It is our understanding that you were left a message by a representative at [redacted] that the next step is for a Field Examiner to view the damage. [redacted] is awaiting your call in order to set that up. If the field examiner determines that the damage was caused by Safelite we will abide by that determination and pay for the repairs. If the damages are not determined to have been caused by Safelite, [redacted] claims has indicated that they will cover the cost of the repairs.
 
If you have any additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

This is  very unacceptable. They did offer me back $50 .I am here today July 26 2017 and they are trying to put on this bracket. After working on it for one hour with 5 different people looking at it to discover that they put this window in three times and now the bracket is worn and now after waiting a hour they will have to replace the windshield for the forth time. This is the most horrible experience I have ever experienced. I will never recommend or use Safelite again. My whole afternoon waisted. I feel that they should have realized this. after being removed three times that is bracket should have been replaced as well. I feel that I should be reimbursed more this have turned out to be 4 months since March 23 201 back and forth for one windshield.Thanks,[redacted]

Dear Ms. [redacted],I'm very sorry about the issues surrounding the back glass replacement for your 2002 Mercedes Benz S500. The back glass contains the connection and wiring for the antenna but the antenna itself is a part of the vehicle and doesn't come with the replacement glass. I do regret that...

this wasn't made clear to you when you scheduled the work. We are refunding the entire amount that you paid for the back glass installation back to the credit card used at the time of service, $350.39. Please allow 3-5 business days for the credit to be acknowledged by your financial institution.Again, I apologize for the issues and the delay in getting the refund to you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 The reason we are unacceptable of this is because he stated we were given a pool cover.  We have not received a pool cover. [redacted] was supposed to come out to look at our pool to fix and he said he would bring it. He told us twice that he would be out to our house and he never showed up so we have NOT received a pool cover. They also said we enjoyed the pool all summer. We were too busy having to keep calling them for all of the issues and then them  not answer, give us the run around, and not show up to enjoy it. The issue again is not the dip in the pool. The issue is we called about two weeks after it was installed and [redacted] said someone would be out there to fix it. We didn't know that it wasn't covered Bc she said he would fix it. He never showed up, then we find out [redacted] quit. We still don't have a pool cover like the gentleman said we do bc [redacted] never showed up to our house another two times.  It may sound unreasonable to ask for a full refund, but no customer should be having to deal with this months after installation especially when we were told they would be coming to our house on multiple occasions. We are not upset about the dip. We are upset for the lack of service and the lies of telling us that they would show up and don't and then don't tell us they won't be there and won't return our calls. Then not fix what [redacted] said would be fixed. So honestly no it was more of a headaches this summer than anything. And my husband didn't ask for a redund. He asked them to return the pool and refund us our money. [redacted] did promise a cover which we have not gotten and did give us credit but that was before all this headache of her quitting and [redacted] not showing up, and people not returning calls. If we hadn't of contacted you guys they would have never called us.Like I said we never complain,but this has been a really bad experience. I'm sorry for the inconvenience.
Regards,
[redacted]

Dear Mr. [redacted],I'm very sorry that your 2011 Ram Pickup developed a water leak which caused damage after the back slider replacement. In reviewing our notes, Safelite has replaced the glass again and the water leak has stopped. We have also agreed to replace your damaged headliner and cover the...

cost of detailing the interior of your truck. At this time, we are awaiting an estimate from you for replacement of the headliner.We will continue to stay in touch until everything is resolved to your satisfaction. If you have any questions, please feel free to contact our Executive Service team at ###-###-####. Our fax number for the estimate is ###-###-####, please include reference number [redacted] on anything you send us.

We are working diligently with the consumer. We had agreed to cover the cost of the original estimate to replace the moldings and the hardware. I also approved a one day car rental for Ms. [redacted] as we weren't going to be able to come out until today to remove and reinstall the windshield for the body shop. We have now received an estimate that is over 3 times the original and includes items that we shouldn't be responsible to pay including 4.5 hours of labor for Safelite to remove and reinstall the windshield. We are also being told that it will require 7 days to complete the work. I just wanted to provide an update and let you know that we are attempting to come to a fair resolution.
Thank You,
Safelite Executive Service Team

I am filing a suit in small claims court. A half right is not a full right. I will be needing the name and address of the registered agent for the state of Washington.

Dear Mr./Mrs. [redacted],I am very sorry that you did not get the assistance you needed and for the inconvenience. I did speak with the store manager and there was some confusion about the ROL. if we're paying the vendor you want to use there is no need for a ROL. Again, I apologize for the...

miscommunication and we would love to rectify this as soon as possible for you. I will take the liberty of contacting ServiceKing to let them know we're covering the cost and to get you scheduled to have the work done. Also, if you need a rental in the meantime while the shop works on your car we will set it up. Please let me know if there's anything else I can do to assist you in the meantime.Thank you,Danielle D[redacted]

Thank you for correcting this matter, 2 pieces were ordered both w the same defaults and I was assured the last piece of glass would come from a different manufacturer. I accept your response to resolve this complaint and will accept the refund.[redacted]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards, [redacted]

Safelite does not want to accept liability on behalf of their mistake. They are denying that it  was their representatives' lack of experience and training that resulted in further damage of my windshield.

Dear Mr. [redacted],In addition to you complaint filed with the Revdex.com, Safelite received the same complaint filed with the Connecticut Department of Consumer Protection. Our Senior Corporate Counsel sent a response  to the CT DPC and I have attached a copy as our reply to your previous rejection. Again, we are not accepting responsibility for any damages to your vehicle for the reasons outlined in the attachment.

I’m so sorry that the repairs to the windshield of your 2013 Ford Flex were not to your satisfaction. We do provide a money back guarantee for repairs. What that means is that we will credit back the paying party for the repair and the replacement is subject to any comprehensive deductible on your...

policy. It appears that you have a $750 deductible so if the cost of the windshield is less than your deductible, you will only be responsible for that amount. I have attached a copy of our warranty which includes our policy on repairs.
 
Regarding any scratches on the windshield, we have inspected the vehicle and our repair technicians don’t use or carry any type of tool that would be capable of causing scratches to the windshield. Therefore we aren’t accepting any responsibility for that.
 
If you would like to schedule a windshield replacement, please feel free to contact us at ###-###-#### and we will work with the shop to provide the best price possible. Again, I apologize for the unsatisfactory repairs. We do appreciate your business and would like the opportunity to provide you with a quality windshield replacement.

Dear Lee Uy,
 
I’m very sorry that our attempt to repair the windshield damage on your 2011 Mitsubishi Outlander 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. 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.
 
In your case, your deductible is more than the cost of the windshield so the replacement would be out of pocket for you. We do understand your frustration. Because your insurance company will waive your deductible if the windshield can be repaired successfully, you expected to have no out of pocket expense. Now you are facing the expense of a windshield replacement. Our technician didn’t do anything wrong to cause the crack to get larger, therefore we are not able to provide a replacement at no cost to you. We would be happy to work with you to provide the best price possible for a windshield replacement from Safelite. Feel free to contact us at 1-800-800-2727.
 
Again, I apologize that the repair attempt wasn’t successful. We do appreciate your business and hope to be able to work with you and get a new windshield installed for you.