Safelite AutoGlass

Dear Ms. ***
I’m very sorry to hear about your experienceI have been unable to locate a record by your name, phone number or email addressSo that we may better assist you, please provide your full name as listed on the order, the year make and model of the vehicle, the work order number if available, and the telephone number listed on the order If you are in need of immediate assistance please call ***

To whom it may concern,
I’m very sorry that you were not satisfied with the windshield repair on your Chevrolet EquinoxIn reviewing our records, we show that you have scheduled a windshield replacement with Safelite for Monday March 9, Your deductible is zero so you will have
no out of pocket expense for the replacement windshieldThe cost will be paid by your auto insurance providerIn addition, we will refund your insurance company the amount they paid for the repair that wasn’t satisfactory
Again, it’s unfortunate that the windshield repair was not to your satisfactionWe look forward to providing service to you on March 9thSafelite appreciates your business
If you have additional questions or concerns regarding the glass replacement, please feel free to give us a call at 1-866-212-If you have any questions about your insurance coverage or the amount you pay for your coverage, you will want to direct them to your insurance company

I’m very sorry that the attempt to repair the damaged windshield on your Mercedes Cresulted in a crack that was not repairableAlthough we do have a very high success rate with our repairs there is no way to predict how the damaged glass will react to the processIn checking our records,
it does appear that you have already had the windshield replaced by a different glass providerAgain, I apologize for the inconvenience and the delay in respondingIf we may be of additional assistance, please feel free to contact us at ###-###-####

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

I’m very sorry about the problems associated with the windshield replacement we performed on your Buick LesabreIn order to assist you, we will need some additional informationCould you please contact our Executive Service Team at 1-8*** The team is available Monday-Friday
8AM to 8PM Eastern time and Saturday 9AM-1PM Eastern time
Thank you for your patience and understandingWe will be happy to assist you

I’m very sorry that there was damage to your Ford Fafter we installed the windshield and the delay in addressing your concerns
I do show that you have an appointment scheduled for Friday March 20, for a technician to view the vehicle and damagesOnce we have a chance
to see the vehicle, we will be back in touch with you to advise if Safelite is accepting responsibility for themIf the damages were a result of our installation, we will advise you on what the process is to get your vehicle repaired at our expense
Again, I apologize for the inconvenienceA representative will follow up with you after the warranty appointment on March 20thThank you for your business and your understanding during this process

I’m so sorry that the repair on your vehicle has failedOur chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposesIf the repair fails i.estarts to crack out further or is not visibly pleasing; Safelite offers a money back
guarantee where we will credit the cost of the repair toward the replacement of a new windshield; However your deductible or out of pocket cost would apply
Having said that I do see that you had already gotten a new windshield elsewhere and I’m glad you were able to get help. We are going to send you your money back for the repairI am sorry for all your frustrations, I truly am! If you should need anything in the future please let us know!

I have reviewed the response made by the business in reference to complaint ** *** and find that this resolution is satisfactory to meI spoke with a representative at safelite at the number provided and he stated that he would mail the refund in 7-business days.
I will await the refund

I’m so sorry that it has taken so long for our management team to review your file and come to a final conclusion regarding your Dodge PickupAll information and pictures have been reviewed and we have concluded that we will not be able to pay for any repairs related to water damage on the
vehicleThe primary consideration was the fact that you knew the heater core on your vehicle had been leaking since Our decision is based on the likelihood that the damages were caused by years of water leaking from the heater core and not from our replacement of the back glass in September of 2014. Again, I apologize that it took so long to do all the research and make our final decisionSafelite does appreciate your business and your patience

I’m very sorry that during the attempt to repair the windshield on your Kia Soul that the windshield cracked outAs you are already aware damaged glass is very unpredictable and there is a small chance this may occur during any repair attemptYour frustration is understandable since your insurance provider waives your deductible if the repair is successful and your deductible applies if the windshield requires replacementGoing from no out of pocket cost to being responsible for your $deductible is not a pleasant thought
Because we understand your frustration and as a courtesy to you; Safelite has offered to absorb $of your deductible for a replacement windshieldWe would not however be able to absorb the entire deductible amount or the cost of the windshield replacementIn checking with the local Safelite manager, the technician that performed the repair followed the correct procedures and protocols
Again, I apologize for the failure of the repair and the inconvenience you have experiencedIf you would like to schedule a windshield replacement with Safelite, please feel free to contact our Executive Service Team at 1-*** or the Safelite shop directly so the $offer can be applied

I’m sorry that we have not been able to resolve this issue to your satisfactionWhile it is true that a technician does adhere a mirror to the inside of the windshield with a suction cup, the resin is never introduced into the interior of the vehicleThe resin is premeasured in a sealed tube until the technician applies it to the exterior of the glass in the damaged areaYou did include some of the adjuster’s comments in your most recent rejectionThe full comments are below
The vehicle was inspected at the owners residence on 11/The owner
was not able to be present during the inspectionVehicle was lockedStain
on top of dash does not appear to be resinBut is directly beneath the rock
chip repair area done to the windshieldStain does not look like it has etched
into the dashborad leatherHopefully can be removed with the correct
product that will not damage the leatherCannot determine if this was caused
by Safelite or notI do not know how the procedure for filling a rock chip is
performedI don't know if anything has to be applied to the inside of the
windshield or if the repair is done only to the exteriorIf the resin is only filled
from the exterior thant it is highly unlikely this stain was caused by Safelite
While the adjuster does state that he “Cannot determine if this was caused y Safelite or not.” , other statements and observations by the adjuster indicate in his professional opinion the damage was most likely not caused by Safelite.?
“Stain on top of dash does not appear to be resin”“If the resin is only filled from the exterior thant it is highly unlikely this stain was caused by Safelite.”
As we previously indicated, the resin used to fill the damaged area is never introduced into the interior of the vehicleAlso, a chip in the windshield doesn’t penetrate through all layers of the windshield and there is no possibility that the resin could drip or seep through the damaged area onto the dashWe maintain that the damage was not caused by Safelite and we will not accept liability for the damage to your dash
If you have any further questions, please feel free to contact us at ###-###-####

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the windshield installation on your Dodge ChargerWe appreciate you brining this issue to our attention After reviewing your file I see that our manager has received an estimate to get this taken
care of for you and has approved it. We have also called the vendor in which provided the estimate to set up payment arrangements for you.
Again I am sincerely sorry for all the issues you have had with the install. We do greatly appreciate you and your business with us!

I’m very sorry for the delay in responding to your concerns about the windshield installation on your AUDI AThe markings you referred to are required by the Department of Transportation (DOT) for all glass sold in the United StatesThe DOT stamp shows information about the glass and indicates its certification as well as meeting the DOT standards for automotive glass
While the aftermarket glass we installed is from a different manufacturer than the original AUDI glass, it is made to the same specifications as the original glass and is not an inferior productIf you would prefer to have the OEM glass installed, we can order it and install it for youI don’t have information on what the additional cost would be to you, but we could provide that to you if you choose that option
Again, I apologize for any misunderstanding regarding the windshield installationYou may want to look at the windshield glass on new vehicles at your AUDI dealer to feel reassured that the DOT stamp is standard and requiredSafelite appreciates your businessIf we may be of further assistance, please let us know

Dear Mr***
I’m very sorry for the delay in responding to your concerns about the crack in the windshield of your Jeep Grand CherokeeIn addition to the correspondence from the Revdex.com we received your online review of the serviceA member of our Executive Service team left a
message for you on March 25, so that we could discuss the issue and bring it to a satisfactory resolutionUnfortunately, we didn’t receive any response
Could you please contact us at 1-*** so that we may assist you further? I do apologize for the inconvenience you have experienced and look forward to hearing from you

I’m sorry for the delay in responseWe have been working on this case diligently and have been in contact with Mr. ***
As of today, 10/15/14, we spoke and confirmed with Mr***f that we will reimburse him for the repairs made on his Toyota Camry in the amount of $1,
The check will be mailed to the following address:
Mr*** will receive this check within the next 7-business days
If there is anything else you need, please feel free to let me know!

I am not yet rejecting the response, but saw no means to request a week's extension on your deadline I have had a family medical problem and have been unable to address this issue or get back to Safelite to discuss this further I am bringing my father home from the hospital today I am requesting a week's extension to address this properly
Revdex.comI apologize, but we just received your request You may certainly have more time to respond
Thank you for notifying Revdex.com of your family emergency We will reset the timeline so you can access the complaint onlineRevdex.comAs we haven't received a further response from you, we assume the dispute is resolved, and it will be reflected as such in our Revdex.com Business ReviewThe matter can be re-opened if you need our further assistance

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the windshield installation on your Ford F seriesWe appreciate you brining this issue to our attentionAfter reviewing your file I see that a member of our Executive Services Team reached out to
you and offered $off your deductible I am sorry that wasn’t a good amount for you. I do see that you went somewhere else to actually have the glass done Again we are sorry for any inconvenience you may have had

I truly apologize for your recent experience with Safelite Auto GlassI understand your concern and glad you brought this issue to our attentionUpon further investigation, we found that t his was a system errorA member from our Executive Service Team also made contact with you to advise that you will not be responsible for any out of pocket cost for the installation
Again, I truly apologize for this issueIf you have further questions or concerns, please feel free to reach out to our Executive Service Team at 866-***

I am rejecting this response because: I feel that the technician, by asking that the hot glass be cooled from the inside (but still remaining hot outside) caused the instability that caused the crack Safelite refuses to acknowledge that their actions increased the chance of a crack forming in glass that did not previously have a crack

I’m very sorry that there was damage to the wiper transmission during the windshield installation we performed on your Saturn IonA member of our Executive Service Team attempted to reach you by phone today and sent you an email to get more details about how the issue was finally corrected and requested a copy of the receipt for review
Could you please contact us by phone at 1-866*** or respond to the email that our representative, *** ***, sent today? Our fax number to submit a copy of the repair receipt is 1-877-***
Again, I apologize for the inconvenienceWe look forward to working with you to resolve this quicklySafelite appreciates your business