To whom it may concern, The customer that filed the complaint had a aged vehicle that had a door glass busted out. The door had slack in the regulator which is attached to the motor, it moves the door glass up and down. A tech told the customer that... he needed to have this fixed for his door glass to work correctly. Also this is nothing that we fix, this is something he would need to take to a garage or dealership to fix. Four months latter he calls wanted someone to look at his door glass said it was defective and falling apart. We sent a tech out to look at the door glass it had a chip in the top of the door glass and the regulator had never been fixed. The complaint was unfounded and we are not able to warranty something that has damage done to it months after it was installed. We tried to explain to the customer that we put in a door glass with no damage and it just was not possile to warranty damage made to the glass after the fact. Sincerely, [redacted] Branch Manager
The customer that filed the complaint had a aged vehicle that had a door glass busted out. The door had slack in the regulator which is attached to the motor, it moves the door glass up and down. A tech told the customer that...
he needed to have this fixed for his door glass to work correctly. Also this is nothing that we fix, this is something he would need to take to a garage or dealership to fix. Four months latter he calls wanted someone to look at his door glass said it was defective and falling apart. We sent a tech out to look at the door glass it had a chip in the top of the door glass and the regulator had never been fixed. The complaint was unfounded and we are not able to warranty something that has damage done to it months after it was installed. We tried to explain to the customer that we put in a door glass with no damage and it just was not possile to warranty damage made to the glass after the fact.
Sincerely,
[redacted]
Branch Manager
I have reviewed the response offer 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.
In response to the statement received by Safelite there are several things wrong with their position. 1 Although the vehicle does have some age it was in proper working condition prior to faulty glass installation. 2 Tech installed glass improperly causing slack in the window channel resulting in several air gaps around the window seal. 3 Tech was notified at time of install that glass was not sealing correct his response was " use the glass and if problem developed call for warranty repair" 4 after warranty call one week later nothing was fixed and at this time I was notified in could be a regulator problem, I stress could be. 5 Why would you install a new glass without assessing that it might fail due to a part you do not install. At no time during original install was I notified that there may be a problem only after glass started to fall apart has Safelite taken the position that it it was customer related. 6 in closing all I ask for is that the faulty miss installed glass be replaced due to improper installation and defective products used causing a serious safety issue related to glass chipping.
To whom it may concern, The customer that filed the complaint had a aged vehicle that had a door glass busted out. The door had slack in the regulator which is attached to the motor, it moves the door glass up and down. A tech told the customer that... he needed to have this fixed for his door glass to work correctly. Also this is nothing that we fix, this is something he would need to take to a garage or dealership to fix. Four months latter he calls wanted someone to look at his door glass said it was defective and falling apart. We sent a tech out to look at the door glass it had a chip in the top of the door glass and the regulator had never been fixed. The complaint was unfounded and we are not able to warranty something that has damage done to it months after it was installed. We tried to explain to the customer that we put in a door glass with no damage and it just was not possile to warranty damage made to the glass after the fact. Sincerely, [redacted] Branch Manager
To whom it may concern,
The customer that filed the complaint had a aged vehicle that had a door glass busted out. The door had slack in the regulator which is attached to the motor, it moves the door glass up and down. A tech told the customer that...
he needed to have this fixed for his door glass to work correctly. Also this is nothing that we fix, this is something he would need to take to a garage or dealership to fix. Four months latter he calls wanted someone to look at his door glass said it was defective and falling apart. We sent a tech out to look at the door glass it had a chip in the top of the door glass and the regulator had never been fixed. The complaint was unfounded and we are not able to warranty something that has damage done to it months after it was installed. We tried to explain to the customer that we put in a door glass with no damage and it just was not possile to warranty damage made to the glass after the fact.
Sincerely,
[redacted]
Branch Manager
I have reviewed the response offer 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.
In response to the statement received by Safelite there are several things wrong with their position. 1 Although the vehicle does have some age it was in proper working condition prior to faulty glass installation. 2 Tech installed glass improperly causing slack in the window channel resulting in several air gaps around the window seal. 3 Tech was notified at time of install that glass was not sealing correct his response was " use the glass and if problem developed call for warranty repair" 4 after warranty call one week later nothing was fixed and at this time I was notified in could be a regulator problem, I stress could be. 5 Why would you install a new glass without assessing that it might fail due to a part you do not install. At no time during original install was I notified that there may be a problem only after glass started to fall apart has Safelite taken the position that it it was customer related. 6 in closing all I ask for is that the faulty miss installed glass be replaced due to improper installation and defective products used causing a serious safety issue related to glass chipping.