Safelite AutoGlass

I’m very sorry for the billing error for the back glass replacement on your 2014 Chevrolet Traverse. Our records show that within 3 hours of the charge being billed to the incorrect credit card, that transaction was credited back in our system. We then charged the correct card for the job. A...

representative at the local Safelite shop requested a copy of your bank statement showing any overdraft charges caused by the error. At this point we show no record of receiving that information.
 
If you could please provide a bank statement that reflects overdraft charges due to a transaction with Safelite, we would be happy to reimburse those charges to you.
 
Again, I apologize for the error and the inconvenience. Please feel free to contact our Executive Service team at 1-[redacted] for immediate assistance. Safelite does appreciate your business.

Unfortunately this is not a solution at all. The business is taking claim that not all repairs go as expected. However they are not addressing the fact that their senior technician told me their Junior technician did the repair incorrectly causing the damage to be irreversible.

Thank you for your great job for Revdex.com and the consumer.I was out of country when I received Safelite's last respond and I was not able to respond. They have already credited my credit card. I can not accept their offer to free replacement of the badly fixed windshield since I have lost confidence in Safelite after doing business with them for many years.Thank You,[redacted]

I’m
very sorry that the windshield we installed on your 2000 Saturn SL1 on
September 3, 2014 was defective. I do show that the original invoice for the
work, 01835-042625, included a $50 discount. You were charged a total of
$164.45 for the windshield.
On
September 6, 2014 we replaced that windshield under warranty due to the extent
of the defect at absolutely no cost to you. I apologize for the inconvenience
and any confusion this situation has caused you. I do want to reassure you that
you were not charged for the 2nd windshield replacement and the
original invoice reflected the $50 discount you were promised.
 Again,
I’m sorry for the issue of the defective glass. We greatly appreciate your
business and thank you for your understanding.

I
am terribly sorry that the repair we attempted on the windshield of your 2012
Nissan Rogue was not successful. Unfortunately, when dealing with damaged glass
there is no way to predict what the outcome will be.
On
September 12, 2014 we received an email from an [redacted]...

[redacted] representative
regarding your concerns. The representative verified that when you made the
initial call to file the glass claim, you asked if you would be responsible for
your $250 deductible if the repair was not successful. The representative
taking your claim did advise you that you would be responsible for your
deductible if the repair cracked out or failed.
As
a gesture of Customer Satisfaction, Safelite has offered to absorb $50 of your
$250 deductible for a windshield replacement performed by one of our
technicians. If you would like us to do the work for you, we would be happy to
do so.
Again,
I apologize for any misunderstanding or inconvenience. We greatly appreciate
your business.

I’m very sorry about the faulty glass and delays in getting the rain sensor for your 2010 Volkswagen CC. I contacted the Safelite location in Byron Center, MI and confirmed that the rain sensor arrived today. If you haven’t already, you should receive a call to schedule a time for us to install...

the part.
 
As a courtesy and because of the inconvenience and frustration you were caused, we would like to refund the amount you paid for the original windshield installation back to the credit card you provided at the time of service. The refund request will be submitted today. Please allow 5-7 business days for the $225 to be credited to your account.
 
Again, I apologize for the issues you experienced. I assure you this is not the norm at Safelite. We do appreciate your business and thank you for bringing this service failure to our attention. If you have any other questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

Dear Ms. [redacted],
 
I’m very sorry for the ongoing issues regarding the windshield installation we performed on your 2009 Toyota Tacoma. Our records show that we have been working with you and your insurance provider since May 31, 2016. We have provided the pre-inspection document and...

pictures as requested. Attached are the pre-inspection and two of the ten pictures taken by our technician. The pre-inspection and the pictures indicate that the damage you claim was there prior to Safelite working on your vehicle.
 
Regarding the time stamps, the pre-inspection does have the date and time visible. The pictures have the time stamp embedded into our internal link. It isn’t displayed on the picture itself. For example, the attached picture of the roof shows: 2016-05-26  14-40-51 which indicates the picture was taken May 26, 2016 at 2:40.51 pm.
 
On June 13, 2016; your insurance company requested a copy of the pre-inspection report and it was emailed to them. Your insurance provider at that time indicated they were planning to send an appraiser to view your vehicle. Our most recent contact with your insurance company was on June 20, 2016 when a representative requested the pictures our technician took at the time of the pre-inspection. Those were emailed as requested. At this time, we have not received an update from your insurance company about the appraiser’s findings.
 
If you have any additional questions or concerns, please feel free to contact us or your insurance claims department.

I am rejecting this response because: THE SHOP  COULD NOT REPAIR THE TRUCK UNTIL YOU HAVE DONE ALL YOUR WORK AND IT TO YOU 5 DAY'S TO GET IT DONE RIGHT. IF THE SEAL WAS DRY ROTTEN THE WHEN I HAD THE WINDSHIELD PUT IN THE. SAFELITE SHOULD HAVE TOLD IT WAS BAD THEN AND  THE PROBLEM WAS IT WAS NOT INSTALLED RIGHT BACK IN 2013. AS FOR THE DOWN DOWN TIME. I  NEVER AGREED TO ONLY 1 WEEK.DERRICK JUST ASKED ME WHAT HE COULD DO FOR ME AND I SAID PAY THE DOWNTIME. I ALSO TOLD DERRICK I MADE A MISTAKE ON THE DOWN TIME AND IT SHOULD HAVE BEEN 325.00 MORE THE WHAT I SUBMITTED TO HIM. PLUS I SENT DERRICK A E-MAIL SAYING I WOULD WAVE IT IF HE WOULD SUBMIT ANOTHER WEEK OF DOWN TIME
Regards, [redacted]

We are working diligently with the consumer. We had agreed to cover the cost of the original estimate to replace the moldings and the hardware. I also approved a one day car rental for Ms. [redacted] as we weren't going to be able to come out until today to remove and reinstall the windshield for the body shop. We have now received an estimate that is over 3 times the original and includes items that we shouldn't be responsible to pay including 4.5 hours of labor for Safelite to remove and reinstall the windshield. We are also being told that it will require 7 days to complete the work. I just wanted to provide an update and let you know that we are attempting to come to a fair resolution.
Thank You,
Safelite Executive Service Team

I am rejecting this response because:
Revdex.comThis message concerns complaint ID [redacted] submitted on 7/15/2014 12:37:41 PM against Safelite AutoGlass.  
Thank you for your patience. In order to evaluate whether or how our Dispute Resolution Services may be of further assistance to the parties in resolving this dispute, please explain:
You must give a reason for rejecting a business response as stated in our previous letter.
We will follow up with you upon receipt of your response. We look forward to your reply.
Revdex.comThis message concerns complaint ID [redacted] submitted on 7/15/2014 12:37:41 PM against Safelite AutoGlass.  
Thank you for your patience. In order to evaluate whether or how our Dispute Resolution Services may be of further assistance to the parties in resolving this dispute, please explain:
You must give a reason for rejecting a business response as stated in our previous letter.
We will follow up with you upon receipt of your response. We look forward to your reply.

Your frustration about the unsuccessful repair is understandable. Your insurance company would be refunded for the repair because they initially paid for the job. The premiums you pay to your insurance company are based on the coverages and deductibles you select when signing the contract. Because your selected deductible is more than the cost of the replacement windshield, you would incur the entire cost as an out of pocket expense.
There are several factors that play a role in completing a successful repair. These include but are not limited to:
·         The age of the damage
·         The size and location of the damage
·         Glass is an unpredictable and sensitive material
Therefore, we provide a money back guarantee for chip repairs if they aren’t successful.
We would like to be able to assist you with a replacement windshield. We have provided the best possible price to you, $250 which is an all inclusive price. That is more than $100 off the regular price of the windshield replacement. If you would like to schedule the replacement, please contact us at 1-866-212-5457.

Dear Ms. [redacted],
I'm very sorry that you have a crack in the windshhield of your 2010 Chevrolet Avalance. It must be very frustrating to get conflicting information about whether thre is a point of impact that caused the damage or if this is a crack that would be covered under our warranty. A...

member of our Executive Service team has arranged for an independent third party to inspect the windshield and determine whether this is new damage or a warranty issue. Our records indicate that you were informed of this and it met with your satisfaction. Once we have this independent assessment we will adhere to that determination and get back in contact with you.
I do apologize for the inconvenence you have experienced. We do appreciate your business and we will be in touch with you next week after we receive the inspection results.

I’m very sorry about the new damage that has occurred to the windshields that Safelite installed on your 2005 Chevy Silverado and 2011 Ford Edge in June 2014. I want to assure you that all glass installed by Safelite Auto Glass meets or exceeds all requirements and specifications set...

forth by the original manufacturer.
When you contacted a member of our Executive Service Team on October 2, 2014 you were incorrectly advised that the windshield we installed in your Nissan Altima was Original Equipment glass. The windshield installed was in reality an Original Equipment Equivalent, commonly referred to as Aftermarket glass. I apologize for the misunderstanding.
On October 15, 2014 a member of our Executive Team attempted to reach you by phone and left a message for you to return the call to discuss the options that are available. We have not yet received a reply. Please feel free to contact the Executive Service Team at 1-866-[redacted] and ask to speak to [redacted]
Again, I apologize for the inconvenience. We do appreciate your business and look forward to working with you on a resolution.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. A warranty from your company means little to me as I will be doing business elsewhere should I have any additional issues with this windshield. Please see the attached receipt I received when purchasing the rain sensor through a Volkswagen approved dealer. You may send the release of liability to [redacted]@gmail.com and I will happily sign it. If I am not reimbursed for this part within 10 business days I will file a second grievance through the Revdex.com as I'd consider that a secondary issue.

I’m sorry that you found our most recent response to be unsatisfactory. My understanding is that we haven’t done any work on your vehicle and you don’t wish Safelite to work on your vehicle. Your frustration is understandable and I regret that this occurred.
 
There is no reason for any customer to be treated in a rude or unprofessional manner. Your feedback about your experience has been documented and has been shared with the field management. We appreciate you letting us know about your experience. We will use this information to assist in our goal to continuously improve. If you would like to discuss this further, please feel free to contact a member of our Executive Service team at ###-###-####.

If you look at the documentation I have provided from the dealership from the diagnoses and the video of proof. the technicians states it's the windshield on camera and in the documentation of the diagnosis that has been provided to them and the Revdex.com. The diagnoses clearly states that the windshield is leaking. This statement has false information and they are still giving me the run around. To explain the monetary compensation. I have diagnoses and repairs that have been paid out. I have been inconvenienced to have to leave my job time after time to take my car to different shop and over seven month for multiple days to be away from work and lose hours or have to make up time. There is also negligence in the fact we have had to wait for seven months to be able to get assistance. My health has been in jeopardy to sit and deal in a car with mold and mildew. The deformation of character to make me seem as a customer out to get Safelite for money. But once you look at all the time and money spent I am will to walk away at this time to have my vehicle repaired as the diagnosis states and not by Safelite and $3000 that includes all that I have paid out, inconveniences and time away from work for a seven month period in reference to taking my car to place after place . I don't trust there work after this experience. I am determined if Safelite are not willing to work with my request to take this complaint to the local court system. I am asking if your going to take responsibility take full responsibility for all that is involve in the matter.

Dear Mr. [redacted], I’m very sorry to hear of your issues. I would like to verify some information. Is this regarding a windshield replacement for your 2015 [redacted] Silverado with the license plate number of [redacted]? If so, I have attached a receipt showing that we did replace the...

windshield on October 13, 2016.  Our records show that you did agree to pay an additional $14.95 for a premium appointment time. Because of the missed appointment on October 12th, a discount of $50 was added to your work order to cover the premium appointment charge and an additional amount for your inconvenience. A $50 discount was included in your original quote as listed on the attached receipt dated October 13, 2016. At this time, our records indicate that we completed the work that you requested and we compensated you for the missed appointment. If any of this information is incorrect, please let us know by calling our Executive Service team at ###-###-####.

Hello -I need a case file updated to reflect that Safelite will be taking ownership of this case and we are making arrangements with the member ([redacted]) to have their vehicle repaired at our expense.  Complaint ID: [redacted] Complaint Type: Business Complaint Date Filed: 1/20/2016 4:42 PM

I’m very sorry that the windshield repair we performed on your 2011 Chevrolet Cruze has cracked further. While the success rate of our repairs is approximately 95%, when a windshield is damaged by a rock there is no way to guarantee how successful the repair may be. The purpose of a...

chip repair is to restore the structural integrity of the windshield in order to prevent or delay the need for a windshield replacement due to the initial damage. Attached is a copy of our warranty information which you would have received at the time of service. This information is also available at our website, www.safelite.com.
In the event that a windshield repair is unsuccessful or visibly unpleasing, Safelite will credit the amount paid for the repair towards the replacement cost of a windshield. If insurance paid for the repair, the credit would go to the insurance company and the replacement would be subject to any comprehensive deductible on the policy.
Because the resin used to fill the damaged area of the windshield is harder than the glass, a repaired area can’t be repaired again. Drilling out the resin isn’t possible without causing further damage and adding resin on top of the existing repair would be completely ineffective. The only option is to replace the windshield. I do see that you have received a cash quote of $238.34 for the windshield replacement which includes the failed repair credit of $77.90. If you would like to schedule the replacement, we can certainly look at the possibility of an additional discount through the local Safelite location.
Again, I apologize that the repair is failing and that a windshield replacement is now necessary. Please feel free to contact us to schedule an appointment and determine if any additional discount could be given. We do greatly appreciate your business at Safelite.

I’m very sorry that we were unable to complete the windshield installation on your 1994 Jeep Wrangler. I understand that when the technician removed the molding he found rust significant enough to require body work to be done by a collision center or body shop. At that point, the technician...

was not able to proceed with the work nor would he have been able to reinstall the molding that was removed as it would not adhere to the rusted metal.
 
The molding that was removed is a generic molding that will be replaced when the new windshield is installed. Moldings are trim pieces and don’t prevent water from leaking into a vehicle. Any water leak is likely caused by the significant rust and body damage that is allowing water to get into the vehicle. I understand your concern about having to wait until the body shop is able to get you in for repairs, however Safelite is not the cause of the rust nor did we cause the water leak. The responsibility of maintaining cover for the vehicle would fall on you as the vehicle owner.
 
Our records indicate that you are in the process of getting the rust repaired by a collision center in your area. Also, you have selected a different glass shop to remove the windshield prior to the body work and to install a new windshield and molding for you.
 
Again, I apologize that we weren’t able to complete the windshield installation for you. Our technician followed Safelite’s policies and protocols regarding the location and severity of the rust. If you have any additional questions or concerns, please feel free to contact us at 1-[redacted]