Safelite Auto Glass

Dear Revdex.com Representative: I have reviewed the complaint that Mr [redacted] has submitted to you, and I am willing to help resolve the issue on both our partsMr [redacted] had his windshield changed by my technician on July 2nd of this yearAfter the replacement work was completed he had a complaint that my tech scratched his hoodI pulled the pre-inspection paper that each and every one of my guys does before starting any work on a customer’s vehicle and it did show that there was damage to the hood prior to starting the jobEach pre-inspection is time stamped when the tech arrives at the location as his is at 10:28A.M The majority of windshield installs take 1-hours to completeAt the end of each install the technician “closes” the job in there work phoneThat is also time stampedThe final paper is time stamped at 11:26A.MThis information all goes along with our Safe installation process I have talked to Mr [redacted] in person and on the phone to let him know that Safelite will not be responsible for the damages or cost of damages that he had an estimate done onI have also sent a copy of the pre-inspection and post job completion paper with this letter If you have any questions please feel free to contact me by email or phone Thanks, [redacted] Store Manager [redacted]

Here's were i'll start. On August 27, 2019, I put a claim into my insurance company to have my window in my yaris and a back slider window put into my Honda Ridgeline. So the appointments were scheduled for Tuesday the 31st of August. Tuesday came and went and no one shows. I call the store and they pretty much told me that they dropped the ball and didn't come. So the next day a guy came and did the window in my Yaris and did a great job! The other window for the Honda Ridgeline is another story. He told me that its a 6 hour job and needed to be done in a shop. So I call my local safelite and make an appointment for that following Saturday the 7th of September. So on Saturday morning I drive the over 1 hour drive to Safelite were they then tell me that they can't do it because they sent an after market window and it would give me issue in the long run. Why they didn't call me and tell me that in advance I don't know. So that's my first time up their. So the next schedule they make me is for September 11. So this time instead of driving up their I call before hand and ask if they have the window. No they said, we have to order it from Canada and it has to go through customs and they would call when it arrived. So if I didn't call that would of been my second time driving up there. Why they didn't call me again to let me know I don't know. So now my 3rd, appointment is scheduled for the 23rd. So now not sure what is going on and never receiving a call I skip the next appointment that was scheduled and they finally call me and tell me that the window came and they were ready to install. So the next day I drive my care there and drop it off so they can work on it the following day, my third time up there. Then I get a call and say that its done. I told them I wouldn't be up there till after my daughters soccer game and to put the keys in a cubby in the truck. So now I drive up there now for the 4th time and when I get to my truck and try to open it the truck is locked! So I call triple AAA and have someone show up and break into my truck and when they finally get in I look in the cubby and NO KEYS! I look under the floor mates and under the visor...nothing. So we call Safelite to try to get someone there and after 15 minutes on hold they said they can't get ahold of anyone. So we leave a complaint with Safelite were I'm not sure was every re-laid to them. So I wait a couple of day and no call from them. So I call them and tell them that they didn't leave my keys in my truck like request and that they also locked my truck and I had to break in. The guy says and walks to my truck and tells me that they were under the visor...Liar, I checked, my wife checked my kids checked, they weren't there. I told them I wasn't going up there again so the guy of staff said he would drive it to his house which was closer so that I didn't have to go up there for the 5th time! So I show up at his house and jump in and going down the road I try the slider and guess what it doesn't open! So after hours of looking and trying it, it finally opens! What an absolute disaster. The worst communication and customer service I have ever been apart of.
pol#978130647

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They never came into the house to tell my wife of the damages they claim on hood and HAVE HER SIGN OFF ON IT. Why don't they do this. Also, I came home when tech was removing old glass and he DID NOT have hood protector in place when working on my vehicle. Also the manager who responded to my complaint and the technician are friends according to Facebook. Who's side is he going to take? They both know he damaged my hood . I'll even bet Safelite puts down damage on all used vehicles on their pre-inspection reports. Maybe the Revdex.com can see if this is the case. Which would prove nothing on their part. I don't care what they say, they definitely damaged my hood. Without prior pictures, I can't prove it. But, I'm telling every body in this area what they did. And I see a lot of people at my job. Thank you for letting them know I am not letting this rest. I'm going to pay for the damage myself as I know I can't win this. But, its not over by far with their reputation. 
Regards,
[redacted]

I TRIED TO CONTACT [redacted] NO ANSWER AND I'M SURE THIS WAS NOT AT MY STORE IF YOU COULD PLEASE CONTACT HIM AND MAKE SURE OF LOCATION BECAUSE WE HAVEN'T HAD ANY PROBLEMS HERE IN ANDERSON INDIANA THANK YOU PLEASE CONTACT ME WITH WHAT IS FOUND OUT   JIM V MEINEKE CAR CARE CENTER 980...

ANDERSON INDIANA 7656830422

Dear Revdex.com Representative:
I have reviewed the complaint that Mr. [redacted] has submitted to you, and I am willing to help...

resolve the issue on both our parts. Mr. [redacted] had his windshield changed by my technician on July 2nd of this year. After the replacement work was completed he had a complaint that my tech scratched his hood. I pulled the pre-inspection paper that each and every one of my guys does before starting any work on a customer’s vehicle and it did show that there was damage to the hood prior to starting the job. Each pre-inspection is time stamped when the tech arrives at the location as his is at 10:28A.M.
The majority of windshield installs take 1-1.5 hours to complete. At the end of each install the technician “closes” the job in there work phone. That is also time stamped. The final paper is time stamped at 11:26A.M. This information all goes along with our Safe installation process.
I have talked to Mr. [redacted] in person and on the phone to let him know that Safelite will not be responsible for the damages or cost of damages that he had an estimate done on. I have also sent a copy of the pre-inspection and post job completion paper with this letter.
If you have any questions please feel free to contact me by email or phone.
Thanks,
[redacted] 
Store Manager 
[redacted]
[redacted]
[redacted]

Review: They damaged the hood of my vehicle putting in a new windshield. They claim a pre-inspection was done with scratching already on the hood. Maybe light scratching was there, but not what they did to my vehicle. The main business won't own up to it, and either will corporate because of this pre-inspection. I bet all pre-inspections say scratching on the hood. The techs name that did it is Sean Maple.Desired Settlement: getting my hood painted by a body shop.

Business

Response:

Review: I had a right side window glass replaced on May 30th 2014. After install glass did not seal properly and was required to file a warranty claim the following week Glass did not seal in the channel and was letting air in. Tech did mot fix the issue on the warranty call and I was left with an ill fitting window which lead to glass developing a chip at he top rolled edge. Customer service was notified and a second warranty claim was made. Upon the 3rd visit by Tech I was informed that the window regulator could be at fault therefor I had no warranty claim and they would not fix defective window glass. I called customer service and was told over and over that I had no claim. I tried to explain the damage was not caused by my fault due to the location of the chip and that it must be a defective product. I was told that because the original warranty tech did not see the chip it must have been my fault. Told because chip did not present itself within 30 days that I had no claim. Very poor customer service was told that because it happened after install that it must be my fault that the chip occurred. Was never told of any problems during original install.Desired Settlement: I would like a full replacement of the glass due to safety concerns which may present itself due to already weakened glass.

Business

Response:

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,

Branch Manager

Consumer

Response:

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.