Aloha Pools & Spas of Paducah

Now that the new door panel has been installed, the door vibrates and rattles. There are no other noises in the truck at all except for this door that constantly rattles as I drive down the road. That noise was not there before.
I am tired of dealing with Safelite, I would like Safelite to agree to pay for the GMC dealership where I bought my truck to fix my truck correctly. Safelite's technicians are obviously not trained well enough or care about the quality of their work.

I'm very sorry that the rear view mirror was damaged during the windshield replacement on your 2009 Ford Focus. I understand that the mirror has been replaced but you didn't feel safe driving it without the mirror and it was parked for 10 days. As a courtesy, we will be mailing you a check for...

$200.00 as requested in your correspondence. We will make the check payable to you, [redacted] and mail it to [redacted]. Please allow about 7-10 business days to receive the check.
I do apologize for the inconvenience you have experienced. Safelite does appreciate your business. If you have additional questions or concerns, please feel free to contact our Executive Service Team at 1-866-212-5457.

Dear Ms. [redacted],
 
I am very sorry for the damage that was caused to your 2009 Audi A4. Our notes show that we are accepting responsibility for the damages. We have ordered the rearview mirror and bracket that is needed to resolve this issue. My notes indicate that a technician is scheduled...

to come out today.
 
Again I apologize for the inconvenience regarding this matter. If you have further questions or concerns please feel free to reach your local Safelite Shop or you can contact our office at 866-212-5457.
 We appreciate your business with Safelite AutoGlass.

Good Morning,Thank you for apologizing on the behalf of the employee's professional negligence. I would like to request replacement of my windshield due to his negligence and failure to properly handle the ticket of repair. Because of his negligence my window cracked beyond the dollar length that it was under when he arrived. I should not be responsible for paying for something that if he would have repaired I wouldn't have this current issue. There were several recorded calls placed at Geico as well as Safelite for the issue. James the mobile tech didnt  complete any work at all because he even neglected to change the windshield wiper that was also included on the ticket . The technician failed to do any work at all and I should NOT be responsible or liable in any way.  [redacted]

Dear Mr. [redacted],I apologize that the previous response prepared by our legal department didn't address all your concerns.Safelite will continue to advertise that we perform windshield repairs and glass replacement. Although you had a negative experience and we do regret that, the vast majority of our customers are happy with our work.  We are unable to give you a guarantee that we will pay for any future medical bills. If there are any future issues they will be addressed at that time. This is the first we were advised that you incurred out of pocket costs for a rental vehicle. In order to consider reimbursing you for the charges, we would need a copy of the rental contract or an invoice from Enterprise showing the rental dates. We will be happy to review that paperwork for potential reimbursement once we receive it.

First off, hello.  My name is [redacted]; I am the owner of [redacted] Construction.  It is by my way of my hands, and those of my employees, that built Mr. [redacted] pool on May 22 of 2014.  I am fully aware of Mr. [redacted] complaints about Aloha Pools and Spas, and...

myself included.  I now wish to tell you why, in my humble, opinion they are misplaced and ill guided.  On the day I went to build Mr. [redacted] pool I noticed something was very peculiar:  there was no dirt to backfill with.  Instead of jumping to conclusions I decided to call the man who digs the pools I build, and I might I add he is a very honest man and one of the most highly respectable men I've ever had the pleasure to meet; to me, he is much like a grandfather I never had.  So I call [redacted] and ask him if there was a situation where he wouldn't have left me any backfill dirt.  To this I believe his response was something like, 'Why foot no, I dug tons of dirt out of there and left a pile nearly as tall as you.'  (I am 5' 11" with no shoes on.)  After my conversation with [redacted] I decided to knock on Mr. [redacted] door and ask if perhaps behind his new retaining wall, which was built near the house to wrap around the pool, if perhaps the backfill dirt was used there, or where it was tethered out into the yard very nicely well beyond the area of where the pool was to sit.  He looked flustered and went inside to speak with his wife.  When he came out he said that there had been dirt, but we didn't show up for nearly two weeks after the pool had been dug and that it had all washed away.  Now this was very odd due to the fact that one, in ten years of building pools I've never had that occur, and two, in Cadiz Ky. where Mr. [redacted] lives there is a plethora of rocks in the soil just as there was at his house and in all the fresh dirt behind his retaining wall.  Long story short, we wheel barreled dirt from behind the retaining wall to use in order to do our job properly and went on about our day.  But then something else peculiar arose.  The pool (which should have had dirt surrounding what would have been the perimeter) was out of level by more than I'd ever encountered since I'd built pools.  I called [redacted], and [redacted] reassured me it was not that way when he left it.  Mr. [redacted] then tells me it must've been the rain.  Either way, I built it.  I lowered the blocks into the ground on the side closest to the house, and where the dirt had been drug (washed would be what Mr. [redacted] would say) I had to double my one inch blocks and put packed fill in underneath them.  After that, we rolled the wall, bolted it up, and went to measure the pool again before troweling all the sand to reassure there were no rocks that would be able to touch the liner.  After putting on the top seats and finishing up while it rained on us, his family (which I took a picture of and put on Facebook due to their uncouth nature in staring at us and drinking heavily while telling us sodas were no good for us, but that wine would do their bodies good) asked if there was anything they needed to do.  I said that they should continue filling the pool, but to just make sure and stop it where I needed to plumb the skimmer and wall return and not have anyone in it for a few days until the water could pack the sand properly.  Their pool was a 30 foot pool so I reassured them this would take some time.  They informed me they were going to be out of town, but that their daughter (an underage girl who also sat on the deck and drank a wine cooler) could make sure and watch it.  Needless to say when I came back to plumb it, I was surprised to find the water WELL above the knockouts where the plumbing was to be attached and floats still in the pool where it had already been being used.  Upon plumbing the pool Mr. [redacted] come out to speak to us.  I explained how the immense amount of water in the pool put a strain on me, and that it was best if I drain it below the knockouts.  He didn't want me to do that, so I plumbed it with the water still in it, having to use a screwdriver for the screws to attach the skimmer instead of my drill.  Once I went to cut the liner to attach the wall fitting, I realized I did not have a plug (I don't have many reasons for using them) so I decided to try and stop the water the best I could with my sock.  Mind you, while I am doing all of this, Mr. [redacted] for the most part is RIGHT there talking to me, primarily to run down Aloha Pools and Spas.  In the process of conversation I explained how things can go bad for us too, and how if the sand is delivered before the digger gets there he can spread the sand for us, but in the case of Mr. [redacted] pool the sand was delivered afterwards and we had to spread it by shovel.  That is is when Mr. [redacted] says that if he would've known he could've had his guy doing work with the Bobcat (a brand of skidsteer) spread it for us.  Honestly, when he said it, I just stared at him.  Needless to say he figured out how big of mistake he'd just made and decided to leave without saying much else.  When I finished plumbing the pool I wanted to plug the pump into an extension cord and make sure there were no leaks.  Upon going to the house to find a plug in, I noticed there were several cinder blocks where (this is an assumption, I admit) people had been climbing into the pool.  The reason I assumed this, is because there was cardboard boxes laid out from the bottom floor door to these cinder blocks which were ill stacked and some of which had fallen over.  This was very disheartening to me because if a person slipped on those and kicked the post hard enough while the pool wasn't completely full of water it could throw the radius off and cause major problems.  For better or worse I checked the plumbing, it was good, and I was on my way to another job.  On the road I was contacted by Ms. [redacted] (one of the owners of Aloha) about why I would've put a dirty sock in Mr. [redacted] pool.  I quickly explained and text Mr. [redacted] (we had already establish correspondence via texting) to apologize.  Then I was again contacted by Ms. [redacted] and told not to correspond with him any longer and come to the store for us to have a talk.  I relayed everything as it I have here to her, and was not surprised to hear that Mr. [redacted] was on the phone and wanting to know when we'd have someone come out to wire up his electric for the pump and salt system (things we don't do because we aren't electricians and this much is stated in each sales contract).  A few months go by and someone says that Mr. [redacted] pool is out of the bottom track and wants me to explain why that might've happened.  I explained (again) that people jumping up on the pool when it was not fully filled up could've caused it to be out of radius after I had carefully measured it after bolting the wall together.  Aloha still goes out and fixes it anyways.  A few more months go by and I am asked to go to Mr. [redacted] to assess damages that have occurred to the pool.  I show up, and Mr. [redacted] is once again ill with Aloha and running them down and asking me what I think.  I see that posts are missing from the pool and that on some posts the plate and top seats have been ripped off so viciously that the screws are still in the posts and only remnants of the plate remain.  Mr. [redacted] tells me that wind got under his cover and ripped the top seats off and pulled some posts out.  The peculiar thing about that is I have pictures of indentions in the wall and a picture of a post that still remains which is bent over.  Why I say that is this:  if wind blows a winter cover up and jerks the top seats off of several posts it is HIGHLY unlikely, but for wind to miraculously bend over the wall (the pool should have been right at full) is just plain ridiculous.  There hasn't been a hurricane hit Cadiz that I know of, but even if it it did, to knock a pool wall nearly over filled with near 25,000 gallons of water is a bit of a stretch.  When asked what I thought, I told Mr. [redacted] very politely that in my opinion wind could not have blown multiply top seats off and blew the wall completely over.  I told him that I'd see the likes of his damages before, and they were from when someone had let too much water accumulate on top of the cover and the winter cover collapsed the wall after the water level in the pool went down too low. As I was saying this, he got irate and his wife and mother-in-law ran out of the door and screamed at me to get off their property.  As I walked to my truck things calmed down a bit and Mr. [redacted] and I had somewhat civil discourse and I told him I'd report what I saw and show Aloha all the pictures I'd ta[redacted] in order to allow them to decide what to do.  The man lied once, and in my ten years of building and working on pools, it is in my opinion he is lying again.  If need be, I have pictures of a wall with indentions made close to one foot from the ground and a post that is bent over into the pool that support my opinion.  Thank you for your time, and please feel free to ask for the pictures if you feel they are needed to support my opinion, it is simply late and I do not wish to move them from my phone to my laptop at this time when I have to work in the morning.

Dear Mr. [redacted],I'm very sorry to hear that you have a new crack in the windshield of our 2015 GMC Sierra. You do have a nationwide lifetime warranty on the windshield that we replaced for you October 20, 2016. One of the few exclusion with our warranty is damage caused by an object striking the...

windshield. We did have a technician inspect the windshield on November 1, 2016. The technician reported that an object did strike the windshield and caused the damage. If you were not shown the impact point or if you just disagree with our technician's determination, please feel free to stop into our location at 4440 E. Elwood Phoenix, AZ 85040 during business hours to have a manager or senior technician provide a second opinion. If there is no impact point, we would replace the windshield at no cost to you under warranty. If there is an impact point, that is new damage and it wouldn't be covered under our warranty. We would be happy to work with you to provide the best possible price for a replacement windshield.Again, it is regrettable that you have a new crack in your windshield so soon after we replaced it. If you would like to schedule in inshop warranty appointment, please contact us at ###-###-####.

Good Afternoon,
I just received an update from a supervisor in our Sales Quality Assurance department. Safelite is unable to release recorded calls outside our call center. I'm sorry that I'm not able to send you the recorded call.
I was able to confirm that the QA supervisor spoke to the consumer on July 12, 2016 and did play the recorded call for him and had a lengthy conversation with him. The consumer wasn't satisfied even after hearing that he did confirm the part incorrectly to the representative. Mr. [redacted] stated that the glass was stationary not a power window when asked by the Sales Representative. The email I received from the QA supervisor specifically stated "I called the customer and played the audio for him and we discussed it. I played the portion of the call where the part was confirmed and selected, and the customer was not satisfied. I explained to the customer repeatedly that because he confirmed the part incorrectly, there was no error on the part of Sales."
In Mr. [redacted]'s vehicle the back window is a 3 pane assembly, not a single piece of glass. My guess is that when asked about the glass he responded that it was stationary because the single pane that broke was not the sliding piece but one of the stationary panes on either side of the sliding pane. As a courtesy, I would be able to absorb $100 of the cost of the job. The total for the correct part is $618.80  and I could offer a price of $518.80.
If there is anything else you need, please let me know.

Dear Ms. [redacted],
I am so sorry for the negative experience you had regarding the windshield replacement for your 2015 [redacted] Sonic. What you described is unacceptable and not how any Safelite associate, much less a member of management, should treat a valued customer such as yourself. Stating...

that you don’t have an appropriate deductible is completely out of line and unprofessional. Please accept my deepest apologies for what occurred.
When a vehicle such as yours is very new, aftermarket parts may or may not be readily available. There may be different versions of the windshield for a vehicle with different features. In some cases, the only way to get the correct windshield is to verify the information with a dealer using the VIN. It appears that the correct windshield for your vehicle is only available through a dealer and it’s not available as an aftermarket part. In general, a dealer part is more costly than an aftermarket part. I’m sorry for the misinformation and the inconvenience.
Again, I apologize for your entire experience. This should not have occurred and will be addressed by the appropriate level of management. I regret that this has cost Safelite a valued customer and I do understand your reasons. If you have any additional questions or concerns, please 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]

We replaced the damaged carport with a new carport. They even kept the old carport even though they were supposed to give it to us. They said they were using the old carport in their duck blind for hunting. So we didn't press the issue and let them keep it. So they got a brand new carport from us,...

and we let them keep the old one. As far as the liner is concerned .. it is warrantied if it comes loose at the seams. A hole in the liner is not under warranty. The only thing that can be done for this liner issue is patching it if they don't want to buy a replacement liner.

How will this not take care of you? I'm asking that you call us, explain the issue with your spa and we'll diagnose and get to the bottom of the issue. Again, our store is under new management - the prior service manager is no longer here. Call us at ###-###-#### and we'll go from there. Best,[redacted]

Ok. Just to be clear up front, we delivered a pool, installed correctly. In the process of an above ground pool, the contractor, after he builds the pool adds some backfill around the pool protecting the cove even though he doesn't have to do that per the contract however, we do this as a service...

for our customers. The gentleman who dug your pool (he digs all of Aloha's above ground pools) leaves dirt for the customer to continue to backfill because as everyone knows, dirt will settle after rain. It is stated on the contract that it is not Aloha's or the contractors responsibility to backfill around the pool. It is the home owners responsibility. I have added an attachment showing the verbiage of the contract with this portion highlighted.I spoke with your husband to see what we could do however, all he would tell me was that you guys wanted a full refund on the pool after you guys have had and enjoyed all summer. In fact, he told me you had absolutely ZERO issues with the pool aside from some customer service issues at the front due to it taking a little longer for us to get started on the build of your pool due to the weather. When it rains, it sets up back at least a week, if not more depending on the amount of rain. We cannot build a pool when the earth is muddy - it has to be dry. Furthermore, due to this .. [redacted] gave you guys a cover already for your pool. Giving you a $200 - $250 cover was for the delay and you guys having to wait an extra couple of weeks before we could get your pool installed. This is atypical as again, this was not Aloha's fault as we cannot control the weather. It's akin to if you have a flight and the flight is cancelled due to weather. It's out of the airlines control as it's an act of God.I told your husband that we would come out and pull the liner back at the point where the little dip under the liner where the sand cove washed out and fix however, that wasn't satisfactory with him as again, he stated he wanted a full refund. That's not very realistic. That is taking property of ours, enjoying it during the hot time of the year, and then when it's time for winter and you can't use it any longer, wanting the us to come back and take the now used property that we can no longer sell as new and give you a full refund. I'm not sure how many businesses would be alright with that. In fact, it's a form of fraud. Try going to a car dealership, buying a new convertible, enjoying it during the summer .. then taking it back to the dealer in the winter to get a full refund stating that you really did enjoy it, there's no problem with the car at all .. however, you don't feel you should have to pay for it because it took two weeks on the front end before the floor mats came in. It's just not very realistic and it's definitely not right.So in conclusion ... we delivered a brand new above ground swimming pool. Installed correctly - Lucas even backfilled to get you going. [redacted] left dirt for you to continue to backfill because again, dirt settles as it rains. Once this happened, rain got in and washed away a minor amount of the sand cove. This does not hender or effect the performance of the pool as you well know since you guys enjoyed swimming in it all summer. For it taking an extra couple of weeks before we could install the pool due to the weather - we still GAVE you a $250 pool cover for free as well as a $100 chemical credit. I'll repeat that, we GAVE you a pool cover and $100 in chemical credit due to an act of God that we could not control. I have offered to have our builder come back out and pull the liner back and add sand to correct the cove however, it would be your responsibility to keep the backfill around the pool or this will continue to happen as it rains. But, what you're wanting is a FULL refund after you have used the pool all summer. How is this right?Feel free to contact me directly to discuss further if you would like. My name is [redacted] and I'm the Director of Operations at Aloha. I spoke with your husband and made the above offer however, he was being unreasonable asking for a full refund.Best,[redacted]

Ms [redacted],Thank you for detailing this event. We realize that it has been some time since [redacted]'s email to you towards the end of 2016 acknowledging that there was an issue, and that we would correct the issue. At first, when you brought the issue to our attention, we assumed that the problem was the...

liner until you let us know that the pool did NOT leak any during the winter after you had shut the pump and filter off. You even told [redacted] multiple times that the pool is not leaking. And then, you turned your pump and filter on and the leak showed up again. This tells us that the issue is not the liner, but most likely a leak somewhere within the plumbing. We have never once told you that we were not going to resolve the problem, but up until recently - there was no problem according to you (other than your green pool water). So, [redacted] has given you over $100 in chemicals in attempts to clear your pool. Obviously, during this time you have turned your pump and filter back on and the leak has come back. This is almost certainly, not a problem with the liner but most likely, a problem with the plumbing somewhere within the system itself. [redacted] told you today, that we would come out sometime next week to pressure test your lines to try to pinpoint where the leak is. There are a myriad of places it could be and to do the job properly, we'll need to perform this test to identify the problem area. At that time, we will be fixing your pool - the chemicals that we have already given you are yours to keep at no cost to you. The repair work will be done at no cost to you. We honor our warranties and strive for perfection however, these are man-made pools made by man-made parts installed by humans so every once in a while, there will be an issue. And when that occurs, we will correct the issues. This is no different, you had an issue last year - we thought it was the liner and we told you we would take care of it. Then you tell us that your pool is no longer leaking over the winter - even this year you came in and said your pool was no longer leaking that you just had green water. We are working to get your pool cleared up and in the process, you turn your equipment on and then the leak appears. It's now pretty obvious that the issue is not with the liner but instead - somewhere within the plumbing of the pool. We are happy to come out and resolve as early as next week. I believe [redacted] told you a few days next week you would like us to come out and you didn't pick one. Please let us know and we'll be there to repair your pool.Best,[redacted]

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.
You were made aware on several occasions last year after labor day weekend that the pool was still leaking after the bottom drain was tightened and there was no leak in the liner. It was your business that chose not to act upon fixing it. And yes I did state on two separate occasions this year that the the pool was not leaking and this was all stated before I started running the pump and the filter system so as professionals you should have known then it was a plumbing issue since it was still leaking up to the point of us turning it off for the winter last year. Once we noticed the leak this year made her aware of it but all she was concerned about was if my pool was clearing up or not. I asked several times the day she asked me to leave the store if she was going to fix my pool and I was only told I needed to leave. I am not threatening anyone with a lawsuit that is already in the works. And today I was not given any dates was only told it would be at least the end of the 1st week of June. I don't feel as I have been to demanding on getting my pool repaired since you have had the week after it was installed until now which is 9 months or more and I still have the problem. So yes I am very irritated over it cause you sure didn't have a problem taking my money and not making good on the service you gave. I was in good faith when I stated I would give seven days to have the problem resolved or I would continue with the law suit because once again it has been nine months and yes [redacted] and [redacted] both knew it was still leaking last year up until October or November. And as far as chemicals being given to me you wouldn't have had to have done that either had you taken care of it last year. And no I wasn't given any dates today as to when it could happen but you have had plenty of time in my books since you did know last year. And the reason aloha did not close the pool is because we were instructed not to worry about it because it would have to be pumped anyway in order to repair and you knew last year the problem was not the liner. And even after I made you aware of it this year I never heard anything until I sent the text I had contacted my attorney and I was giving you 7 days to fix. [redacted] or no-one from your business bothered to call and set up a date once you were notified and that was almost 2 weeks ago. But after that text I sent to [redacted] someone was here that afternoon to look at without a phone call from your business.I am the one who has made all effort of getting this resolved and getting no results until I decided to not keep quiet any longer . Again I dont feel I have put unrealistic demands ahead of other customers when you have had over 9 months to fix and I can assure you if you were in my position you would have not waited this long to take action. And as far as any chemicals being given to me to keep they have all been used and more have purchased while trying to clean my green pool up. I had much rather be out the expense of having someone else fix it and not have to deal with them any longer.  I think I had rather take my chance of being reimbursed for someone else to do the work than deal with them. Obviously they never do what they say they are going to do and I hope it is understandable that enough is enough.  And by the way I was never given any dates of when they could do it.  I was told it would be the end of the first week of June IF they could do it then.  What is really upsetting is they can install a pool in one day why were they not able to fix their problem in 9 months.  
Regards,
[redacted]

We're really at a loss. We have told the customer that we would repair the pool - whether it was with a new liner, repairing the main drains .. whatever it took. We sent our installer back out to her house last year and he FIXED the issue. She has stated that the pool was no longer leaking. It set all winter (uncovered and not properly winterized mind you), and didn't leak a drop. We gave her chemicals to clear up her water to get her pool going. Once she turned her equipment back on "a" leak appeared. Whether it was from the initial issue which reappeared, or by another issue that arose from not being properly winterized (or even a cut in the liner that wasn't leaking because of all of the leaves that was keeping the water from leaking out - yes, this happens). Either way, whatever the reason, we told her that we'd come out and find the issue and repair the issue. Main drain, liner, whatever. The main issue in this case was that she wanted it done now. That isn't realistic when you're a locally owned and operated business that doesn't staff like a big box chain business is capable of. We have other customers and their issues are every bit as important as Mrs. [redacted]'s issue. We took her issue seriously having sent [redacted] out twice already in attempts to find and repair the issue (once successfully and the second time unsuccessfully due to all of the leaves that were in her pool). However, as seriously as we took her issue, it would not have been fair to all of our other customers who were already on our board and scheduled for work. We're proud of our Better Business Accreditation, and we treat that very seriously which is why we did not bump our other customers just to take care of another who was very upset and threatening us with legal action even after we had told her that we would get to her and repair the issue. But again, it didn't happen within her time-frame and this is where we're at. Again, just to reiterate, we are really at a loss as we feel like we have upheld our Revdex.com oath in trying to take care of this customer. We have told her multiple times, we have plenty of documentation showing where we have told her that we will repair the issue. We have given her chemicals, we have come out twice already, we are offering to come out and repair / replace whatever needs to be whether it's equipment related, main drain related, or even a new liner. From our point of view, we have done all that we can in offering to take care of the issue. What more can we do? At this point, and after reading the customers rants on social media, this has become more about being vindictive towards a locally owned and operated business and less about getting her pool repaired.So in closing - again ... we're more than willing to come and repair her pool free of charge - whatever it takes. What more can we do?Best,[redacted]