Safelite AutoGlass

I’m terribly sorry for the damage to your 2006 Chrysler 300 that was caused by one of our technicians. A member of our Executive Service Team contacted you on February 10, 2015 and discussed our acceptance of responsibility and how we are proceeding with the necessary repairs.
 
We have approved the estimate you provided for the repairs and have contacted the vendor to advise that Safelite is responsible and will pay them directly for the work. We have also arranged for a rental vehicle for you to use while the repairs are being completed. Safelite will pay for the cost of the rental vehicle, any optional insurance or fuel charges would not be included in what Safelite will pay.
 
It is our understanding that [redacted] Collision Center will schedule an appointment with you to drop off the vehicle next week. They are completely booked for this week and would not be able to get to it until then.
 
Again, I apologize for the damages and the inconvenience you have experienced. We appreciate your business and your understanding that this is not typical of the experience of our valued customers. When things like this occur, we will make it right.

when asked to price a replacement windshield I was quoted over 400 dollars after the unsuccessful repair. I would like the percentage of windshields you damage MADE CLEAR to customer is it 1 in 10 or 1 in 3? I have since had the windshield replaced for a fraction of your outrageous quote. When going online and requesting a quote it was lower tthan the customer service rep onsite quoted me.....why? Equivalent quotes from local competitors was 230 dollars. It will be a cold day in hell before I ever would consider using your company. Please understand there is no incentive to use your overpriced services. You can be sure I will tell everyone I know my experience and lack of cooperation in resolving the issue for my vehicle (and overpriced services) The company that did the work explained  the best practice for windshield repair , none of which you followed!!!!

I reviewed the response made by the business in reference to complaint ID [redacted], and find the response to be adequate for further investigation into the resolution process and repair of the vehicle.  I am in process of getting the car looked at and an estimate for repair. Once a satisfactory repair has been performed I consider the case closed.

I apologize for the issues regarding payment for the windshield repair on your 2007 Hyundai Sonata. It was verified that a representative gave you incorrect information when you called Safelite to discuss the collections letter you received. Because of this miscommunication, Safelite is absorbing the cost of the repair.
 
I apologize that the communication of this error was not done in a timely manner and you have continued to be subject to collections activity. Our billing department has been advised and asked to have this invoice removed from collections. Please allow about 7-10 business days for the collection activity to cease. Several billing associates are out on vacation and it may take a little longer than usual to relay this to our outside collection agency.
 
If you have any further questions or concerns, please feel free to contact our billing department at ###-###-####.

I'm very sorry to hear that you received unwanted follow up emails after we provided an estimate to replace the windshield on your 2014 Ford Taurus. In reviewing your file, I do see that you received a total of four emails from Safelite regarding your request for a quote for service. The initial...

email was generated from your conversation with a sales representative on October 15, 2015. I see that follow up emails were sent on October 16th, 18th and 20th. The follow up emails were promotional offers providing a discount in order to gain your business. I also see that on October 26, 2015 we received a call to remove your email address and send you no further emails. We did immediately comply and removed your email address as requested.
I have attached a copy of a document from the FTC website. It is from their Consumer Help Center and it explains the rules regarding "SPAM: Unwanted Email and Text Messages". What applies to commercial emails such as what you received from Safelite AutoGlass is included below:
For commercial email:
Your consent may be oral or written.
Senders must tell you the name of the entity that will be sending the messages and, if different, the name of the entity advertising products or services.
All commercial email messages sent to you after you've given your authorization must allow you to "opt out" of receiving future messages. You must be allowed to opt out the same way you opted in, including by dialing a short code. Senders have 10 days to honor requests to opt out.
Based on this information, Safelite was and continues to be in full compliance with the FTC rules.
                               1. You did provide your consent 
                               2. You were advised that you would receive email from Safelite
                               3. Each email provided a link to "OPT-OUT" of receiving any additional emails.
                               4. We were well within the 10 day requirement once we received your request to "OPT-OUT" as we immediately removed your
                                   email address.
I do apologize that you received more email communication that you expected. I also want to reassure you that Safelite doesn't sell or share your email address to third parties. Regarding your request to receive compensation in the amount of $6000, we respectfully decline, as we did comply with the rules established and outlined by the FTC. Thank you for contacting Safelite for a quote to replace your damaged windshield. I'm sorry that we weren't able to earn your business.

Attached is a copy of our warranty which includes the money back guarantee regarding windshield repairs. The specifics of which are: “We guarantee that the repaired portion of the windshield will not crack further and that the repair will pass any state vehicle inspection, or we will credit the cost of the repair toward replacement”. Because the windshield cracked out during the repair process, we didn’t collect anything from you or your insurance provider. As a gesture of courtesy, we have offered to absorb $250 of your deductible if you have Safelite replace your windshield. You will also receive a lifetime warranty from Safelite on the auto glass and the workmanship for as long as you own or lease the vehicle. We will not agree to pay any portion of the cost to have another company replace the windshield for you. As previously stated, most automobile dealerships don’t perform their own glass work. It is contracted out to a company that specializes in glass replacement, such as Safelite. Also, if you would like the original dealer glass installed, that would require prior authorization from your insurance company. If they deny the request, you would be responsible for the difference in price between the dealer glass and aftermarket glass. That would be in addition to the comprehensive deductible on your auto policy.Again, I’m sorry that the repair attempt wasn’t successful. If you would like to take advantage of our offer to absorb $250 of your deductible, the replacement would need to be performed by Safelite. Please feel free to contact us at ###-###-#### to schedule the replacement.

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the windshield installation on your 2004 Dodge Sprinter. I understand how this would be frustrating.  After further investigating it looks like we have accepted liability for the rust and will take care of this issue. We will remove the windshield at your appointment on Aug. 7th to get a good estimate on how much the repair will be. I am so glad we are able to help you out! Thank you so much for your business and we do appreciate you!

Dear Ms. [redacted],
I’m very sorry that our attempt to repair the windshield damage on your 2007 Chevrolet Malibu wasn’t successful. While we do have a very high success rate with our repairs, there is no way to determine how the already damaged glass will react to the repair process. In a small...

number of repairs the damage may get larger and Safelite is not responsible for that. I have attached a copy of our warranty, which includes our money back guarantee for repairs. If a repair is unsuccessful or just not satisfactory, Safelite will refund the cost of the repair to the paying party. The replacement windshield would then be subject to any deductible on your auto policy.
In your case, your deductible is more than the cost of the windshield so the replacement would be out of pocket for you. We do understand your frustration. Because your insurance company will waive your deductible if the windshield can be repaired successfully, you expected to have no out of pocket expense. Now you are facing the expense of a windshield replacement. Our technician didn’t do anything wrong to cause the crack to get larger, therefore we are not able to provide a replacement at no cost to you. We would be happy to work with you to provide the best price possible for a windshield replacement from Safelite. Feel free to contact us at 1-800-800-2727.
Again, I apologize that the repair attempt wasn’t successful. We do appreciate your business and hope to be able to work with you and get a new windshield installed for you.

I apologize that I was unable to provide a more timely reply to your most recent correspondence regarding your 2004 Chevrolet Trailblazer. Your concerns have been escalated several times for consideration and I was waiting to receive the final decision.
 
Due to a number of factors, we are not accepting any liability for the damage that you claim was caused by a Safelite technician. The most compelling factor is that you signed a pre-inspection verifying that the molding was cracked prior to our technician beginning the work.
 
In May of 2014, you stated that you would deal directly with [redacted]’s as they contracted us to replace the back glass that they damaged. At that point we considered the matter closed. Since then any and all funds that Safelite received for installing the back glass in your vehicle have been refunded to [redacted]’s Auto Parts.
 
At this point, Safelite considers this issue closed and we have provided valid reasons and supporting documentation for our decision. If you have any additional questions or concerns, please feel free to contact our Executive Service Team at ###-###-####.

Dear Mr. [redacted],I’m very sorry that some of the paint was chipped on your 1964 Pontiac GTO as we were preparing to install the windshield for you. I understand that this car is very important to you and you are putting a lot of time, effort and money into restoring it. I reached out to the...

Store Manager and to the Operations Manager to get more details about this issue.To begin with, the store manager and a veteran technician went out to install the glass for you. Between them they have about 44 years of glass experience and we sent them to provide the best possible outcome. There was no glass in the vehicle upon their arrival as you are restoring this classic car. The manager and technician agree that as they were installing the clips they caused 1 or 2 very small chips in the paint around the windshield installation area. There are other chips both in the windshield installation area and the back glass installation area that they didn’t cause. We didn’t complete the installation of the windshield and we didn’t even attempt any work to install the back glass. Once the glass and moldings are installed the chips would not be visible. We understand that not repairing the chips is unacceptable to you.We are willing to accept partial responsibility for the reasonable cost to repair the chipped area. You provided a verbal estimate of $1500 for the work. When the Operations Manager spoke with you, he offered to send you a check for $750. He had received a few verbal estimates from reputable body shops in the area and was advised the $1500 estimate didn’t seem to be in line with the work that is needed. You declined the offer of $750.Safelite is offering you a check for $750 as a settlement of this issue. We would like to see a detailed estimate for the repairs and we would ask you to sign a release of liability before we send you the check. If you would like to accept this offer, please feel free to contact us and we will move forward.

I apologize for the water leak and related issues regarding the windshield installation on your customer’s 2007 Toyota Highlander. The warranty that Safelite provides is for work that we do when we supply both the product and labor. We don’t provide a warranty for...

“labor-only” work that we perform. Because the work we did in May of 2012 did not include supplying the glass, we are not able to provide any warranty.  
It also appears that another glass shop has already removed the windshield from the vehicle; therefore we have no way of evaluating our original work. I do want to let you know that we appreciate the business relationship we have had with [redacted] through the years.

Dear Mr. [redacted],
I’m very sorry for the issues regarding the back glass installation on your 2014 Toyota Tundra. A member of our Executive Service team spoke to you on September 23, 2015 and scheduled an appointment for us to view your vehicle on September 28, 2015 to seal the area where there is a gap.
Also, you will be receiving a $50 gift card from the local Safelite shop as a gesture of goodwill. We do appreciate your business at Safelite. If you have additional questions or concerns, please call us at ###-###-####.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.   However, I would like to note a couple of things.  The email provided by the business to you was NEVER sent to me.  This is not the first time this has happened.  While the complaint is resolved, it was not done so by SafeLite.  They referred me to a 3rd party for an estimate never advising they would take responsibility.  That third party ([redacted]) was FANTASTIC.  They buffed out the scratch at no charge & even provided assistance with unrelated issues at no charge.  Also, I have NEVER heard from the location manager (Angel) and was only contacted by the corporate office after this complaint & assistance from my insurance agent.  I would NOT recommend SafeLite or use them in the future.

It is unbelieve that your company will not take any responsibility in this claim. I came to you with a very, very small chip in my window and now I have 6 larger cracks which has been confirmed will not pass my state inspection. Why wouldn’t your warranty cover this which says, “ 5.  Windshield repairs are backed by our warranty.  All Safelite repairs are backed by a national warranty and are guaranteed to pass lease turn-back and state vehicle inspections.” I am not asking you to cover all my expenses, I am asking you to split my insurance deductible which is more than fair. Because of the way this claim was handled I cannot trust your company to do any more work on my car. Please send me a check for $250.

I’m
very sorry about the experience you had on August 25, 2014 regarding a chip in
the windshield of your 2012 Honda Pilot.
 According
to our records, we repaired a chip in the windshield of this vehicle on
November 26, 2012. When our technician looked at the damaged area on August...

25,
2014; it appeared that it was the same spot that had been repaired in November
of 2012. Unfortunately, once a chip repair has been performed that same area
can’t be repaired again. The repair process puts stress on the windshield and
would likely cause additional damage. Also, applying additional resin to an
already filled chip provides no true benefit and will not adhere properly.
 Safelite
does provide a money back guarantee for chip repairs for as long as you own the
vehicle. If you aren’t happy with the repair or if the repair fails, we will
reimburse whoever paid for the repair and windshield replacement would be the
only other option. The replacement is subject to any comprehensive deductible
you have if it is processed through your auto insurance. In your case, we would
refund [redacted] the cost of the repair and the replacement would be subject to
your $50.00 deductible.
 Again,
I apologize for the inconvenience and any lack of communication. If you would
like to schedule a windshield replacement, please feel free to contact Geico or
Safelite. We do greatly appreciate your business.

First and foremost, I gave the manager a chance to fix my truck, the only thing he did was send an employee to my house that tried to mislead me. The side moldings are broken and I want them fixed by am Authorized Dealer. Furthermore, when the employee came out to my house two months ago he explained he would have the manager call me after he reported back, that was almost two months ago I have not heard from anyone. I am willing to waste my time and get an estimate from an Authorized Land Rover Dealer to fix my truck. Before I make an appointment and take time off work in order to get an estimate to fix my damaged side molding I need a firm commitment from Safelite they will pay for the replacement, parts and labor by an authorized Land Rover Dealer. Finally I will wait for a response with regard to my issue. The comment about the peeling upholstery is the least of my worries even though it was mishandled by safelite and was NOT PEELING before they replaced my windshield. The major issue is that I can see the airbag components as a result of the broken side molding. I will wait for a response from Safelite, at that time I will seek an estimate from Land Rover

Technicial cracked the molding without me knowing then had me sign his cell phone with nothing on it saying it was for him to perform the work which it really was stating that I had a cracked molding prior to coming in which was not true and later he tried to convince me that the crack was already there prior to coming into shop if crack was there prior to coming in tech would of showed cracked areas before performing the job.

I'm very sorry that the rear view mirror was damaged during the windshield replacement on your 2009 Ford Focus. I understand that the mirror has been replaced but you didn't feel safe driving it without the mirror and it was parked for 10 days. As a courtesy, we will be mailing you a check for...

$200.00 as requested in your correspondence. We will make the check payable to you, [redacted] and mail it to [redacted]. Please allow about 7-10 business days to receive the check.
I do apologize for the inconvenience you have experienced. Safelite does appreciate your business. If you have additional questions or concerns, please feel free to contact our Executive Service Team at 1-866-212-5457.

Dear Mr. [redacted],I'm very sorry that the windshield repair that we did on your 2009 Chevrolet Trailblazer in August of 2009 has cracked further. The repair process is an attempt to prevent replacing the windshield. While we do have a very high success rate with our repair process, there is no way...

to determine how the already damaged glass will react to the repair process or how long the repair will last. Safelite does provide a money back guarantee with our repairs. What that means is that if the repair ever fails or if the results are unsatisfactory, Safelite will credit the original paying party for the repair but replacement is the only option. With your repair, Nations Auto Club was the paying party. They aren't an insurance provider so if you are no longer covered by their services, they will not cover the cost of a replacement. With an insurance claim, if the repair fails, the insurance company will change the claim from a repair to a replacement and the Comprehensive deductible in effect for the original date of loss would apply. I have included a full copy of our Nationwide lifetime warranty as well as the explanation of our repair guarantee from our website.I'm glad that the chip repair held for over 7 years and I regret any unrealistic expectations that may have been set at any time about the repair process, the money back guarantee or what happens if the repair ever fails. The fact that it lasted over 7 years is a great indication that the repair was performed proiperly by the original technician.I regret that we are unable to honor your request to replace your window at no charge. Safelite would be happy to work with you to provide a windshield replacement at the best price possible. Windshield repair warrantyThe repair process involves the injection of special adhesives into the damaged part of the glass. The degree of success of each repair is a function of several variables. The best results are obtained when the damage is recent, the point of impact small, the cracks around the damaged area are small, and there is not moisture or other foreign matter in the damaged area.In some cases, the attempt to repair a windshield can result in the chip or crack becoming larger, and we are not responsible for such damage. Our windshield warranty works as such: if you are dissatisfied with the repair, we will credit the cost of repair toward replacement. If your insurance company paid for the repair, the insurance company will receive credit. We guarantee that the repaired portion of the windshield will not crack further and that the repair will pass any state vehicle inspection, or we will credit the cost of repair toward replacement.  This windshield warranty applies as long as you own or lease the vehicle on which the repair was made and is not transferable.

I’m very sorry that the windshield installation for your 2001 Lexus IS300 was delayed due the need for rust repairs. When a technician recognizes that there is rust in the windshield installation area, we are unable to proceed with the installation. The Safelite location in Reading, PA refers customers to a local body shop for the repairs.
 
When the customer’s vehicle arrives at the body shop, a representative there will contact the Safelite location to schedule an appointment for the glass to be removed. Once the body work has been completed, the body shop representative will again contact the Safelite location to schedule an appointment to install the new glass. The appointment time is based on when the part is available and when a technician is available. We do give top priority to customers that are having work done at a body shop. In this case, we have no record of the body shop contacting the Safelite location about the installation.
 
On March 11th we were contacted at the end of the business day about installing the glass for your Lexus. At that time we were scheduling appointments out about 9 days due to the volume of business. We were able to get the glass for you and get it installed by March 14th.
 
I understand this was a great inconvenience for you. I do apologize that what you expected to be a 2 hour installation ended up taking almost 2 weeks. Unfortunately, we aren’t able to predict what vehicles may have rust damage that requires body work. Nor can we predict what timeframe will be required for the body work to be completed.
 
Safelite does appreciate your business. If you need additional assistance, please call us at 1-[redacted]