Safelite AutoGlass

I am sincerely sorry that you are not happy with the service you received from us regarding the windshield damage on your Honda Civic As has already been explained to you, the repair process is an attempt to restore the structural integrity to the vehicle’s windshield and avoid breaking the original factory seal around the windshieldIf the repair is not successful or if it is not to your satisfaction, the only option is replacement of the windshield We do provide a money back guarantee with our windshield repairsWhat that means, is that whoever paid for the repair would be credited back the cost of the repair if it failsReplacement of the windshield would be subject to any comprehensive deductible on the auto insurance policy I understand that what concerns you most is what you feel is a lack of caring and Customer Service by Safelite as a companySafelite Auto Glass is truly a customer focused company and we continue to strive for improvement in all areasI do see that on August 20, 2014, [redacted] from the Executive Services team did call you and apologize that she had not received the previous message to contact youShe did offer to have a technician come out to look at your windshield, with the explanation that there wouldn’t be anything that the technician could do, but you declined Again I apologize for the failed repair and the frustration you have experiencedWe do appreciate your business at Safelite and we will be here in the future if you need assistance

I’m terribly sorry for the lack of communication regarding the scratches on the hood of your Ford EscapeI understand how frustrating it is to be told that you will receive a return call and not hear from anyone In your conversations with members of our Executive Service Team, you believe that the most serious scratches on the hood of your vehicle did not exist prior to the windshield replacement While you do agree that there was existing damage, you believe it was not sufficient to require repainting the hoodI have attached a copy of the pre inspection report that you signed as well as the two pictures of existing hood damage that our technician took prior to beginning the workWhile the quality and clarity of the pictures you provided is better than what we have, the most significant damage does show up in both Our decision remains that Safelite is not responsible for the damage to the hood of your Ford EscapeThis is based on the signed pre-inspection showing existing damage as well as the pictures of the damage taken at the time of the pre-inspection Again, I apologize for the poor communication regarding your concernsSafelite does appreciate your business

I have reviewed the response made by the business in reference to complaint ID 10196644, and find that this resolution is satisfactory to me

We are happy to comply with your request to pay for the cost of tinting the windshield on your Infiniti GWe did receive an estimate for the tinting in the amount of $We have submitted a request for a check to you in that amount to be mailed to the address we have on filePlease allow 7-business days to receive the check I apologize that this had not been processed previouslyI’m glad that we have brought this issue to a resolution

I truly apologize for the issues you had with Safelite Auto Glass regarding your recent repairWe understand your frustration and in an attempt to rectify this issue, Safelite would be more than happy to replace the windshield at no cost to youPer our record, we show that you are scheduled alreadyIf you have further questions or concerns, please feel free to contact our Executive Service Team at 866- [redacted]

I’m very sorry about the damage that occurred as a result of our door glass installation on your Dodge Grand CaravanAttached is a copy of an estimate provided by one of your preferred vendors for the damages that we causedThis estimate has been approvedI understand that there is another vendor you may want to do the workThe current estimate from that vendor includes items that we are not responsible for On November 20, and November 25, members of our Executive Service team left messages asking which vendor you preferred so that we could make sure we had an accurate estimate of the repairs on fileWe will provide a rental vehicle while the repairs are being made to your vehicle We are not able to authorize the return of the cost of the door glass replacementWe are absolutely willing to pay for the repairs and the rental vehicle Again, I apologize for the inconveniencePlease contact us at [redacted] and advise which vendor you would prefer to use and we will set up payment arrangements with that vendorOnce the work is scheduled, we will arrange for a rental vehicle for youSafelite appreciates your business and we will await your response

I’m so sorry that you were given incorrect information regarding your insurance company providing payment for the windshield repair on your Hyundai SonataAfter reviewing the calls, it was confirmed that after you received a collections letter a representative advised you had a $deductible without contacting the billing department first I apologize that the communication of this error was not done in a timely manner and you have continued to be subject to collections activityI have advised our billing department to remove the invoice from collections and the cost of the repair will be absorbed by Safelite If you have any further questions or concerns, please feel free to contact our billing department at ###-###-####

I’m sorry that there was a misunderstanding about our money back guarantee for the windshield repair we performed on your Ford FYour concerns were forwarded to the Operations Manager in your area for further consideration As a courtesy, Safelite will be happy to replace your windshield at no cost to youOne of our representatives left a message for you on March 20th asking you to contact our Executive Service team at 1- [redacted] to schedule the replacementOnce we hear from you, we will be able to schedule this complimentary service for you Thank you for being a valued Safelite customer

I’m very sorry for the ongoing issues you reported regarding the windshield installation that we performed on your Mercedes CLKon June 29, A member of our Executive Service Team spoke to you on January 15, and scheduled a no-cost warranty appointment for youThe appointment is scheduled for Wednesday January 21, in our [redacted] CA locationAt that appointment, our technicians will be performing a water test to determine the source of the water leakIn addition, they will inspect the windshield for damage associated with the incorrect installation of the windshield wiper motor and the wiper itself not being properly adjusted, as stated in your correspondence After we have been able to test for the water leak and inspect the windshield, we will be in touch with you regarding how we need to proceedAgain, I apologize for the inconvenience and we look forward to resolving all issues

Dear Mr [redacted] , I’m very sorry for the error in the amount of the check you received on October 27, You did advise us of this and we issued a second check, number [redacted] for the balance of $Our records indicate that you cashed the check on November 4, I hope that everything has been resolved to your satisfactionSafelite does appreciate your business

I would like to apologize for your recent experience you had with Safelite Auto Glass in regards to the chip repair done on your Toyota SiennaChip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposesShould the repair not hold or crack out further, Safelite offers a money back guarantee; which is our policy; where we would credit the cost of the repair back to the paying party; however the out of pocket cost or deductible would apply If there is anything in the future we can help you with please let us know! We do greatly appreciate your business!

I’m very sorry that you have extensive damage to your Acura Integra due to a water leakWe were informed of the water leak on August 7, and we installed the windshield on September 13, After considering many factors our determination is that we are not responsible for the damage to your vehicle The primary factor that brought us to this decision was the inspection by an independent adjuster on October 2, The content of the inspection was provided to you as well as SafeliteThe adjuster’s report states “there is no evidence of any improper windshield installation whatsoever, was installed properly within the provided opening.” “It is my opinion that the vehicle merely rusted out due to age and exposure.” In the opinion of the adjuster, your vehicle is over years old and there is no indication that any mitigation of damage was attempted as signs of rust appeared along the roof of the vehicleIf the rust had been addressed when it first appeared, the damage might have been repairable I do feel badly that you are dealing with this damage to your vehicleHowever, the damage has nothing to do with the windshield installation that Safelite performed for you in We installed the windshield properly and our work didn’t cause any rust to develop or allow water to leak inside

we went to the appointment today and again, they claim they can't find a leak but when they took me to the car to tell me they didn't find anything, the two side moldings where we believe the leak is coming from are not even removed, just the topso I'm not convinced they are doing a thorough inspectionI am also being told that the wiper assembly cannot be installed wrong, which how could this be if it was installed wrong from the beginning causing it to slap around the window which caused the crack across the window, and a shop confirmed that it was installed wrong when it had to be fixedand they are claiming that a rock caused the issue but there's a lot of rock chips on it now so how can they lie and tell me what I know happenedit cracked the first time I turned on the wiper blade when it was slapping all over the windshieldI am very upset that we had to drive out of town again to get it fixed and were getting the run aroundI feel they are just avoiding having to fix itit was there fault the wiper blade was installed wrong from the original repair, why can't they just take ownershipyou can clearly see the trail the crack makes which is the same pattern the wiper arm makesplease help

Dear Ms***, I’m truly sorry that you feel that the pricing agreed to by your insurance provider is more than what is reasonable for the workIf you have had an opportunity to discuss this with your insurance carrier I hope that they were able to ease your concerns As previously stated, the price charged to your insurance company is an amount that is agreed upon by the insurance company and any network glass provider that is contracted to do the glass workThe pricing is not established specifically by Safelite, the same price would be paid to any network glass provider that you chose to do the workWhen a customer files a glass claim the pricing is determined based on what the insurance provider states they will pay for the workThe invoice to the insurance company will be rejected and will not be paid if it doesn’t match exactly what the contract states While it is true that glass pricing fluctuates, that only impacts retail pricingWhen someone provided that reasoning for the difference between a cash quote and what your insurance company paid, that was only part of the answer and didn’t really apply to your situationI apologize that you were not provided a more accurate and detailed response to your inquiry Again, we greatly appreciate your businessI hope that this explanation has been of assistanceIf you have any further questions, please feel free to contact us at ###-###-####

Dear Ms [redacted] I’m very sorry for any misunderstanding regarding the back glass description for your Ford ExplorerWithin the auto industry, including auto glass, any part that states “paint to match” requires painting to match the vehicle on which it’s being installedSafelite Auto Glass does not have the ability to paint partsThis is a job to be done by a qualified collision center or body shop When the replacement is done through an insurance claim, the painting would be covered by the insurance claim if the total was more than the insured’s deductibleWhen a customer is paying out of pocket, it becomes the customer’s responsibility to pay for the paintingSafelite, as the installer of the glass, is not responsible for painting the part to match the vehicle Again, I apologize for any misunderstanding and inconvenience you have experiencedPlease feel free to contact us at 1- [redacted] with any additional questions or concernsWe do appreciate your business

I received a check in the mail today for $I was supposed to be reimbursed $140.00, the amount I paid to repair my carI was told by the Safelite Executive Service Team that I would receive my check for $ I do not know how they came up with $I expect the remaining $immediately, at which point I will accept the business' response

Dear Mr [redacted] I’m very sorry that you are experiencing a water leak and there is a crack in the windshield of your BMW Our records show that we have attempted to provide warranty service for you but we haven’t been able to arrange a time when you and the vehicle are availableThere was a warranty appointment scheduled for May 14, but the shop was not able to reach you by phoneThere is a part on backorder to complete the work on your windshield A member of our Executive Service Team left a voicemail for you on May 15, to contact us and discuss proceeding with correcting any warranty issues that existPlease contact our Executive Service team at 1- [redacted] we look forward to hearing from you In the meantime, we will process a credit to you for your $deductiblePlease allow about 5-business days for the credit to appear in your account

We have proof that the date we called in and requested that Safelite come out and check the windshield for being faulty that there was NO point of impactThey did not make any attempt to get us in that day and did not come out for nearly weeksWe have showed pictures and the technician that came also seen the faulty workmanship (rearview mirror and antennae) that had been done and made several comments to the fact that the original Safelite Technician that came out "did a real number on you" Safelite has not provided the date nor the time that this conversation with my husband, Mr***, occurred that they offered said discountThis did not happenMy husband called again a few weeks back and the manager at Safelite REFUSED to get on the phone and had the customer service rep reiterate to my husband that Safelite was NOT going to do anything about itSo if such a discount had been offered, why would this have occurred?

I am very sorry about the inconsistent communication regarding the windshield damage to your Ford TaurusI understand your frustration with broken promises to contact you about your concerns It appears that there may have been some misunderstanding about a 3rd chip repair on the windshield of your TaurusWhat appeared to be a 3rd repair could have been nothing at all and should not have had any part in resolving your concernsThe only factor that should have been considered is that if a customer is not happy with a windshield repair or if the repair ever fails, we provide a money back guaranteeWhat that means, is that whoever paid for the repair would receive a refund and a replacement windshield would be subject to any comprehensive deductible on your auto policy As a gesture of customer satisfaction, we did offer to waive $of your $ deductible if we replaced the windshield for youThis was not an admission of any wrongdoing but a gesture of customer service due to the inconvenience you had been causedI regret that we were not able to reach an agreement, in a timely manner that would allow Safelite to replace the windshield for you I want to reassure you that there was no intent to provide information or to cause you additional inconvenience or frustrationWe do appreciate your business and want to extend a sincere apology for not addressing your concerns in a more timely fashion

Dear Mr [redacted] , I do apologize for the inconvenience you experienced as you were waiting for the correct back glass to arrive for your Subaru OutbackOur records show that we are able to install the correct glass for you on April 3, I checked to see if we worked on a vehicle with the initial incorrect VIN that we were provided around the time that your job was scheduledI didn’t locate anything that would indicate that we mixed up your VIN with another customer’sWhile I understand your frustration, it doesn’t appear that Safelite was responsible for the incorrect VIN leading to a wrong part being orderedTherefore, we will not be responsible for any rental car charges Again, I’m sorry for the delay in receiving and installing the correct glassIf you need additional assistance, please contact us at 1- [redacted]