Safelite AutoGlass

I reached out to the consumer, [redacted] to advise that we will pay the additional $500 the vendor is going to charge for the carpet replacement. I left a voicemail for the vendor, as well. If you need anything else, please let me know.
 
Thank you,
Nancy S[redacted]
Safelite Executive Service Team

Dear Ms. [redacted],
 
I’m so sorry about the experience you had when Safelite replaced the windshield of your 2013 BMW 328. In reviewing all the information, we have determined that we will refund the $266.00 back to your credit card. While it was verified that you had a $1000 deductible at the...

time of the windshield damage; our system incorrectly showed a $100 deductible when the replacement order was entered.
 
The refund to your credit card will take about 3-5 business days to process. If you have any further questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

Complaint: [redacted]
I am rejecting this response because: I did receive the checks as Safelite discusssed. The reason that I rejected their response was to offer further comment that a truly customer-service oriented company would never have let this issue drag out and escalate to the degree that this one did requiring filing of complaints.

Dear Mr. [redacted],
 
I do apologize for the inconvenience you experienced as you were waiting for the correct back glass to arrive for your 2015 Subaru Outback. Our records show that we are able to install the correct glass for you on April 3, 2015. 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 scheduled. I didn’t locate anything that would indicate that we mixed up your VIN with another customer’s. While I understand your frustration, it doesn’t appear that Safelite was responsible for the incorrect VIN leading to a wrong part being ordered. Therefore, we will not be responsible for any rental car charges.
 
Again, I’m sorry for the delay in receiving and installing the correct glass. If you need additional assistance, please contact us at 1-[redacted]

I’m very sorry that you noticed a scratch on your hood after we replaced the windshield of your 2009 Hyundai Elantra. We did receive your email with a picture of the scratch on April 28, 2016. The email was forwarded to the local Safelite location on April 29, 2016 so that someone could reach out to...

you. Our notes indicate that a message was left for you on April 30, 2016 to schedule a no cost warranty appointment to view the damage.
A representative from the local Safelite shop also sent you an email on May 9, 2016 asking you to contact them to schedule a no cost warranty appointment to inspect the damage and determine how to proceed. As soon as you let us know when we can view the vehicle, we’ll do so and follow up from there. If you have any questions or concerns, please feel free to contact the local Safelite shop directly of contact our Executive Service team at 1-866-212-5457.

Dear Ms. [redacted],
 
I’m very sorry for the difficulty scheduling the windshield replacement for your 2007 Mercedes ML 350. I do show that we were able to install the windshield as you requested Monday August 8th in the morning. In addition, Safelite did absorb your $50 deductible as a...

courtesy.
 
I also show that we scheduled a warranty appointment for August 10th due to air noise. I hope that we were able to correct that. If you are still having issues, please feel free to contact our Executive Service team at ###-###-####. Safelite does appreciate your business.

Dear Ms. [redacted],I’m very sorry that there was damage to the cowl and trim when our technician replaced the windshield of your 2001 Ford Mustang Coupe. The local Safelite manager acknowledges that we are responsible for the damage. I understand that the cowl has been replaced but the manager needs...

to purchase the windshield washer fluid line that wasn’t included with the cowl. As soon as he receives that he will be in touch with you.It is my understanding that the manager has been in contact with you about the trim that was damaged. With a unique vehicle such as ours, replacement parts can be difficult to locate. The part that is needed is no longer being manufactured and we haven’t been able to find it to purchase for you. We are continuing to search for the needed part online and through salvage dealers. At this time, we are unable to locate it after hours of searching. We will continue to attempt to locate this part for you but if you have any additional local resources that could provide an estimate, we would be happy to receive that from you.Again, I apologize for the accidental damage and the difficulty we are having in locating the correct parts. Once we determine if we will be able to provide the needed part, we will contact you about fair compensation for your trouble.

I reviewed the response made by the business in reference to complaint ID [redacted], and after the detailer working on the vehicle for the past few days, he called me this morning and informed me that due the composition of the carpet, it will not dry and needs to be replaced. If Safelite would like, I will find them a replacement they can order, have shipped to and installed by [redacted]. Please let me know how Safelite would like to proceed.

I am rejecting this response because:  it really doesn't matter how much time passed, the damage is as clear as your employees are incompetent., I am done wasting my time here with this, I personally sent [redacted] another email with pics, and I will also use these in small claims court and on social media and when I submit this to KDKA on the local news. I don't think you understand, that I have other safelite videos and complaints about your people damaging their vehicles as well, it's not unheard of, and it happens in all aspects of maintenance, unfortunately you are not willing to stand by your own warranty, and this is why I will be filing a lawsuit in small claims court against you. I will also document everything we have spoke about and post online for all of the viewing public to see what kind of company you run!See you in court!! BTW, here is just a sample of what evidence I will be using for everything! PS.  I also did find a spot of rust on the drivers side pillar, just like Ken stated there would be. So in fact there is your proof that you would hope you would see!! This is also in the picture.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Regards, [redacted]

Dear Mr. [redacted],
 
I’m very sorry for the damage to your 2011 BMW 535. Our records indicate that Safelite did work with you and the provider of your choice to get the repairs done. Our understanding is that the work has been completed and Safelite paid for the repairs. Again, I...

apologize for the trouble. We do appreciate your business. If there is anything else you need please feel free to contact us at 1-866-212-5457.

I’m very sorry to hear that you have new damage on the windshield of your 2011 Volkswagen Jetta. Unfortunately, when something hits and causes new damage to a windshield that we install it is not covered under our warranty. I have attached a copy of our warranty and new damage is...

specifically excluded. The warranty covers defects in materials or workmanship and Safelite is not liable when something hits and causes new damage.
 
When you contacted our Executive Service team on January 6, 2015 you advised a representative that something off the side of the road hit and chipped your windshield. The damage then grew to an unrepairable crack overnight. There is no way to predict how a windshield or any piece of glass will react when it is hit by an object. The fact that the glass cracked overnight is not an indication that it is of inferior quality. All of the glass that we install meets or exceeds the original manufacturer’s specifications and the requirements set forth by the Department of Transportation.
 
Again, it is unfortunate that your windshield was struck again only 2 months after we replaced your windshield. We would be happy to provide you with a discounted quote for a replacement windshield as a gesture of customer satisfaction and loyalty. Please feel free to contact us if you would like to schedule an appointment.

I
am sincerely sorry that you are not happy with the service you received from us
regarding the windshield damage on your 2009 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 windshield. If 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 repairs. What that
means, is that whoever paid for the repair would be credited back the cost of
the repair if it fails. Replacement 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 company. Safelite Auto Glass is truly a
customer focused company and we continue to strive for improvement in all
areas. I 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 you. She 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 experienced. We
do appreciate your business at Safelite and we will be here in the future if
you need assistance.

Dear Mr. [redacted],I apologize that you didn’t receive a response from the “regional manager” after leaving a message with your contact number. I reached out to him with your concerns by email. I’m certain he will be in touch with you as soon as he is able. You may also reach out to him again as you have his name and number.I was also in touch with the manager, Caleb. He let me know that he would be happy to come out to view the windshield. In his multiple conversations with you, he stated that it’s likely that the pitting in the Audi windshield was normal but he couldn’t tell for sure without looking at it himself. He didn’t specifically exclude the possibility of defects in the glass, he just couldn’t make that determination without seeing it personally. Please feel free to reach out to him directly to arrange a time for him to inspect the windshield.

Complaint: [redacted]
I am rejecting this response because:  This incident has been much more of an inconvenience to me, it has been somewhat of a hardship.  I called many different companies for quotes who told me upfront that they could not fix our window due to it being a convertible.  I was thrilled when I called your company & you indicated you could take care of it knowing it was a convertible.  You provided me a price for it, a convertible was listed on all the email confirmations which I received, a convertible was mentioned in the several phone conversations I had with you and then you call me the day you were suppose to fix it (5 days later) to tell me that you cannot fix it because it was a convertible & refer me to a salvage yard?  I just don't understand that.  And then to offer to plastic wrap it for me so I wait around for over 4 hours for you to come to my house to do that and you call me over 4 hours later to tell me you can't do that because it is a convertible.  You knew it was a convertible, why would you offer?  If I just would of know that you couldn't fixed it from day one, I would have my car right now.  Instead, I did find a trim & upholstery auto parts shop that can fix it but they have to order the window so it will be another 4-5 days before they will be able to fix it.  So now, I have to go through the hardship of not having my vehicle for an additional 4-5 days and I will have to take another day off of work in order for this other company to fix it.   As you can see, the result of your error has provided me with much more of an inconvenience. It has cause me a hardship of missing a day's work and being without my vehicle for 5 days.  I feel your apology and offer of $50 does not make this situation right for the error which your company made and the hardship it has put me through.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. They sent a technicial to my place of work and replacement my windshield as they indicated they would do on 11/17/2016. I am very much relieved and appreciative of their expediant action takent to resolve my complaint. My confidence in doing business with Safelite has been reaffirmed. Thank you. 
Kinda Regards,  [redacted]

Dear Mr. [redacted],
I’m very sorry that it took such a long time to receive the correct dealer parts for the windshield replacement on your 2015 Ford Explorer. In reviewing our records, it appears that on at least one occasion we received a windshield that was damaged. Also, it appears that either...

the windshield or the moldings needed had been on backorder. I’m glad that we were able to get the parts installed for you and everything appears to be satisfactory.
We do have notes that you had requested some sort of compensation for the inconvenience. A gift card was mentioned but nothing specific about the amount or who was going to arrange that. As a courtesy, we would like to send you a check in the amount of $50, rather then sending you a gift card. We would like to verify your mailing address with you before we request the check. Once the check is issued you should receive it in about 7-10 business days.
Again, I apologize for the inconvenience and frustration you have experienced. Please contact our Executive Service team at ###-###-#### to provide your mailing address and we will issue the $50 check. We do appreciate your business at Safelite and wish you all the best during this holiday season.

Dear Mr. [redacted],
I'm very sorry to hear that there were issues with the Advanced Driver Assist Systems after the installation of the windshield on your 2011 Audi A8. In reviewing our information, we did perform the installation on September 22, 2015. As part of the consent agreement to perform...

the work and acknowledgement that your vehicle has a forward - facing camera that may need recalibration, you agreed to check with your dealership as soon as possible after the windshield installation. In your case, it was approximately 2 months after the windshield installation. Our warranty specifies that you have 30 days from the date you were aware of a warranty issue to let us know. Also, we need to be able to view the vehicle and assess whether the issue is truly covered under our warranty prior to you having the work completed.
What that means is that if you believed that Safelite may have been responsible for any damages we needed to be advised BEFORE any repairs were made to the vehicle. We needed to have a chance to confirm whether or not the problem was due to our installation. We did not have that opportunity and therefore we are not accepting liability for any damages. If you are able to provide documentation from the dealership stating specifically that Safelite caused damage and caused you to incur expenses over and above the recalibration, we will certainly review it and take it into consideration for possible reimbursement. We would not cover the cost of the recalibration because you acknowledge that you knew you would be responsible for that amount.
If you have the above-mentioned documentation, please feel free to contact our Executive Service team at 1-866-212-5457 and a member of the team will discuss the review process and how to submit the paperwork. This is not an agreement to reimburse any or all of the amount you are requesting, simply an offer to review it for further consideration.

I have reviewed the response made by the business in reference to complaint ID [redacted]and find that this resolution is satisfactory to me. The Executive Member who contacted me stated that SafeLite will absorb the charges and we will owe nothing to them.

Safelite AutoGlass does not express any will in their response to compensate the inconvenience caused to me by their fault or their system's inaccuracy information. I wasted several hours of time, my friends' time, gas for both cars, and an unnecessary leave from work but did not receive any offer for financial compensation from Safelite. In addition, Safelite faked the reason why the service was delayed in their response. When I was in store for the first time, the store agent showed me the order status in their system and confirmed to me that my order was not actually scheduled due to the sales representative's mistake. But they are now saying that that was because of the inaccurate inventory information in their system to try to evade their personal fault on my case. Moreover, Safelite failed to respond for their customer service's rude behavior to put me on hold and automatically hang up on me when I tried to report this issue and looked for a solution with them. All in all, I am requesting financial compensation for all my losses in this issue. Thanks.