Safelite AutoGlass

I’m terribly sorry that our technician caused some damage to your dash panel when removing the windshield from your 1995 Chevrolet Camaro. According to our technician and your body shop, [redacted], only the dash panel was cut and the entire dash doesn’t need to be...

replaced. Attached is a schematic of the dash for your vehicle, the part that was damaged is labeled as #3.
The replacement part that was purchased by Safelite and delivered to [redacted], is a Genuine GM part. The GM part number is [redacted] and the part itself is a Crash Pad specifically for the Camaro model years of 1993 through 1996. [redacted]y has offered to install it at no additional charge. The part is attached with Velcro so it will only take a couple minutes to install.
We are more than willing to correct any issues caused by our workmanship. In this case the replacement of one portion of the dash is all that is needed. Replacement of the entire dash is neither necessary nor reasonable based on our inspection of the damages and the opinion of your body shop. Because we have already provided the part and the body shop will install it at no charge, we are unable to authorize any additional compensation.
Again, I apologize for the initial damage and any delay in providing the replacement part. We do appreciate your business at Safelite AutoGlass.

Dear Mr. [redacted],I'm so sorry that you weren't contacted about the failed windshield repair on your 2013 [redacted] Regal. I can understand your frustration due the damage spreading and then to be promised a call from a manager and not having that happen.While Safelite does have a very high success and...

customer satisfaction rate with our windshield repairs, there is no way to predict with any certainty how the already damaged glass will react to the repair process. Therefore we do provide a money back guarantee on our repairs. If a repair cracks out or just isn't satisfactory, Safelite will credit the cost of the repair toward a windshield replacement with us. If the insurance company paid for the repair, the credit would go back to them and the replacement would be subject to any comprehensive deductible on the customer's insurance policy. A copy of our warranty is attached for your review.Because the replacement cost of your windshield is less than your $500 deductible, you would incur the full cost of the replacement out of pocket. We would like to work with you to provide a windshield replacement at the best price possible. Again, I apologize that your windshield now requires replacement and that you weren't contacted by a manager as promised. Please feel free to contact your local Safelite shop for a quote or contact a member of our Executive Service team at ###-###-####.

I’m so sorry that the repair on your vehicle has failed. Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts 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.
In an attempt to rectify this issue, Safelite would be more than happy to install the glass for you at a cost of $120.00. If you have further questions or concerns, please feel free to contact our Executive Service Team at 866-[redacted].

Now that the new door panel has been installed, the door vibrates and rattles. There are no other noises in the truck at all except for this door that constantly rattles as I drive down the road. That noise was not there before.
I am tired of dealing with Safelite, I would like Safelite to agree to pay for the GMC dealership where I bought my truck to fix my truck correctly. Safelite's technicians are obviously not trained well enough or care about the quality of their work.

Dear Mr. [redacted],
I’m very sorry that our attempt to repair the damage to the windshield of your 2013 Toyota Tundra didn’t meet your expectations. The repair process is to restore the structural integrity to your windshield and isn’t a cosmetic fix. While it is our policy to credit what you paid for...

the repair toward a replacement windshield with Safelite, as a one time courtesy we will credit the $147.89 you paid back to the card used at the time of service. Please allow approximately 5-7 business days for your account to reflect the credit.
Again, I apologize for any unrealistic expectations about the appearance of the windshield repair. If you have any further questions or concerns, please contact our Executive Service team at ###-###-####. Safelite does appreciate your business.

I am rejecting this response because:
Regards, [redacted]

I apologize that our previous response regarding the windshield replacement for your 2000 Chevrolet Silverado was not sufficient to resolve your concerns.
 
Safelite truly cares about our customers and we are always striving to provide the best experience possible for each and every customer. We appreciate all the feedback we receive and many improvements have been made over the years based on input from our associates and customers. I will pass along your concerns to our Senior Leadership Team for review of our policy regarding rust found after the glass has already been removed.
 
In business, it can be a great challenge to create policies that are based on the long term effects of an issue such as rust in the installation area (including the overall safety of the customer, the possibility of future rust and leak issues, and liability concerns) with the inconvenience created in the short term. As previously stated, our technicians inspect the installation area for signs of rust prior to beginning the removal process. Unfortunately, a very small percentage of the time the rust is not visible until the glass is removed.
 
We appreciate your time and your feedback. Again, we regret that we were not able to assist you with your windshield installation and the great inconvenience you experienced. If you have any further questions or concerns, please feel free to contact us a 1[redacted]

Every time I was given the price on the phone I would receive an email with a higher price. The originally quoted price was 354 and some change (I think it was 354.52). Then I got an email confirmation saying it was $416.21. I called back in and was given the price again. I then received an email saying it was $362.83. When I called back in again I was told that Safelite could not go as low as I was previously quoted. Please review the audio of the calls to better understand whats going on. Let me know what the exact amount was in the audio, 354.??. And let me know if you will honor that.The original call was made on 03/28/17 around 10:00am

I only took half of the charges from Safelite because half is better than nothing at all & there's no customer satisfaction at all. Your company & installers ignore my request to "repair" my windshield, only to "replace" it. Then damage my car in the process. Your local office was beyond rude & showed absolute ZERO customer service after their shoddy replacement job. I have to go without my car for 2 days while it's being repaired & have to pay part of the car rental out of my pocket after you guys had said you would pay the entire bill & you think this gesture is of customer satisfaction? I will NEVER use this service ever again & I will spread the word & tell as many people as possible to stay far away from this horrible company & it's service.  Seriously though, maybe you should have stated that you would not pay for additional insurance & gasoline when your company told me that they would pay the ENTIRE car rental bill because of damages that YOUR COMPANY caused to my car."It is not our policy to provide the additional insurance and to pay for gasoline for any rental vehicle supplied while damages are being repaired." How many times does this happen that you guys actually have to have this policy? I was never told this when Safelite agreed to pay for my rental."Thank you again for your understanding and we greatly appreciate your business." Seriously? You can't be serious with that statement. My understanding was that Safelite would pay for the entire car rental like they had originally stated. That was my understanding. And as far as my business, never ever again...

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. The problem is that the company has not communicated with their collection agency the resolution so I continue to get letters. In accepting this solution I hope the company can close this out for good so I will not receive any communication from the company.I thank Revdex.com and the company for this resolution. I know the company is trying but they are not able to get their collection agency to stop sending me communication.

I do not accept this response as an adequate means of resolving said issue, being the the very next day my window cracked more coming from the initial repair site, additionally I nor my wife was informed of the warranty or gaurantee details before the work was started, leaving me no choice but accept the work already being done to my windshield. It is very disheartening when a company does not truly stand by their work. If this can not be resolved by the company itself, then I will be forced to file a lawsuit, and pursue this matter legally. I am getting my windshield replaced Monday out of pocket due to lack of time and for the simple fact that I am not going to pay the deductible price of $500, when it's cheaper for me to do it elsewhere. The only way for this matter to be truly resolved would be full compensation for the price of the new windshield along with charges for labor and all applicable taxes.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 10670063
I am rejecting this response because my insurance company [redacted] sent me to Safelite to have the scratch repaired free of charge. The full coverage insurance policy I pay for covers windshield damage. I do not wish to pay $300 out of pocket for a service that should have been free. Because of Safelite's error I now am supposed to pay for a replacement out of pocket?! I pay monthly for insurance coverage that would have fixed this issue. Should I have chosen a different establishment, this likely would not have happened. I am completely livid with Safelite's service provided and for the expensive 'resolution'. It is absolutely outrageous, that you would expect a customer to pay $300 for a service they should have received for free (via their insurance). Should you wish to offer a reasonable amount, I will utilize purchasing a new windshield through Safelite. $30 - $50 I would find acceptable as my insurance would have cost me nothing.

I’m
terribly sorry for the lack of communication regarding the scratches on the
hood of your 2008 Ford Escape. I 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 hood. I 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 work. While 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 2008 Ford Escape. This 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 concerns. Safelite does
appreciate your business.

Dear Mr. [redacted],I’m so sorry that the repair we attempted on your 2015 Chevrolet Silverado 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. Our technicians receive the best...

training in the auto glass industry and perform each repair to the best of their ability. The outcome of a repair is affected by many factors, including but not limited to:            - The age of the damage            - The size and location of the damage on the windshield            - Glass is a sensitive and unpredictable material. If a crack expands while the repair is                being performed it is highly likely that the repair would have failed quickly because the                                         ...⇄ integrity of the windshield had been compromised by the initial impact. Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts 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. Because the cost of the windshield is less than your comprehensive deductible, you would be responsible for that cost. The specific wording of the money back guarantee is included below.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 our attempt to repair the windshield of your 2013 Fiat 500C was not successful. From what you described, the technician was having difficulty getting the resin to adhere to the glass. This can occur if you use water repelling products on your glass. I don’t know if that...

is the case or not, but this is something that might cause the issue.
 
Because you were dissatisfied with our work, we have not charged you for it. There was a temporary hold on the funds placed on your credit card but you will notice that it will be removed within 3 business days.
 
Our manager did offer to provide a discount for a replacement windshield through Safelite and we would be happy to do that for you. Your correspondence indicates that you would prefer to use a different glass company to replace the glass and we understand your decision. We would not be able to pay any part of the cost to replace your windshield through another glass provider.
 
Again, I apologize for your negative experience. If we may be of any further assistance, please call us at 1-8[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.  Safelite's response is courteous and professional.  This type of service is why we continue to support Safelite with our glass needs.

Dear Mr. [redacted],
 
I’m very sorry that our attempt to repair the windshield damage on your 2012 Ford Focus wasn’t successful. While we do have a very high success rate with our repairs, there is no way to determine with any degree of certainty how the already damaged glass will react to...

the repair process.
 
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
 
I have attached a copy of our warranty, which includes the money back guarantee for repairs. We would be able to apply the $134.42 that you paid for the repair toward the cost of a windshield replacement with Safelite. In addition, the manager of the Safelite location offered an additional discount to bring the cost of the replacement to $200 out the door. You declined this offer. We can still refund the amount you paid for the repair and you can have any provider you want replace the windshield for you. We would not be able to provide a replacement windshield at no cost to you. Nor would we pay another provider to replace the windshield for you.
 
Again, I apologize that the attempt to repair your windshield wasn’t successful. While Safelite does understand your frustration, we are not responsible for the already damaged windshield ultimately requiring replacement. If you have additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

I am rejecting this response because: When I spoked to Safelite representative on April 8th I clearly said , driver side back door glass. Also Geico on their website under my claim  had back door , driver side glass. But I understand people make mistakes. After getting a wrong glass I called Satellite again and ask for DRIVER SIDE GLASS DOOR GLASS again! Your representative promises me to get this time correct glass and EXPEDITE a delivery . Above conversation was on April 25th . So I understand since end of April Safellite was trying to realize what part do I need???  This is explanations is not acceptable . Since that I called your people many times and every-time  your representative was telling me a correct glass is ordered. They just could't tell me when I should have it and I been told they will call me in a day or two to tell me the status of my order. That never happened. I would like to remind you my van is made in USA so 2 months wait for glass is not acceptable. And yes I called other glass  shop and they told me also that I'll wait - 2-3 days! And yes waiting for the glass was very inconvenience for me , like I wrote before I couldn't use my van because I was afraid that my expensive equipment will be stolen since is no glass in back door. Again I'm asking for $380 for my van loan and $90 for the insurance. I would like to settlement in for two months of my van loan and insurance in $940 total.

Dear Ms. [redacted],
 
Thank you for being patient as we have obtained additional information about the claim for the windshield installation on the 2001 BMW 330. The information we have gathered is below. Our Claims Investigation Unit is continuing to work on this and will determine how we...

need to proceed.
 
On June 29th, Mr. [redacted] contacted Safelite and filed a glass claim using your insurance information. You did call later that day and advised another Safelite representative that you didn’t authorize a claim to be filed and we should only speak to you.
 
On July 6th, a representative from the Safelite shop contacted our verification department with you on the line to attempt to verify the insurance coverage on the 2001 BMW 330. I am including the details of that recorded call as provided by our Quality Assurance team.
 
“7/6/2016 AT 3:27 PM
Donna with retail calling with insured [redacted] to confirm coverages. Sales brought the insured on the line to verify coverage’s. The CSR confirm the 2001 BMW 330i was selected off the policy. The CSR asked the insured to confirm the policy number and the insured stated yes, I feel like I have given out so many times, I do not know who I am giving my information to because you guys should already have it there. The CSR stated we are just confirming the policy number to make sure we have it correct since we cannot verify coverage. The CSR placed the insured on hold to check verification. The CSR informed the insured coverage is pending. The insured asked if the policy number was not correct, the CSR stated yes it is that is why I went to another area. The insured stated she did not have to be rude and the CSR stated no Ma’am I was not being rude I was just letting you know what I was doing. The insured became very upset with the CSR. The shop informed the insured she could come get her vehicle. The insured stated she was concerned about the pending coverages and the call ended”
 
On August 2nd, a member of our Executive Service team spoke with you as well as Mr. [redacted]. In those conversations it was determined that you had sold the vehicle to Mr. [redacted] but your name remains on the title. The existence of some type of relationship between you and Mr. [redacted] was confirmed at that time. Mr. [redacted] stated that he was your husband and you denied that was the case. It was also determined that before coverage could be verified, the windshield was replaced by Safelite in good faith that it would either be paid under the insurance claim or the windshield would be an out of pocket expense. During the phone conversation on August 2nd, it came to light that Mr. [redacted] didn’t have the money to pay for the work. The manager of the Safelite shop offered a discounted price of $250 for the installation and Mr. [redacted] was going to check with you about the cost.
 
At this time, a balance remains owed for the windshield installation on the 2001 BMW 330. Our investigation is ongoing as to who is responsible for the balance due. Safelite didn’t disclose your personal information to any unauthorized third party, your information was provided to Safelite by yourself and Mr. [redacted].

If you can please fax over the invoice for the amount of $1657.80 reflecting the damages and the cause, we will be more than happy to review it. You can fax this information over to 877-[redacted] and reference case number [redacted] 
Please note, this response is not an acceptance of liability, but rather an opportunity to investigate these matters further until we come to our final conclusion, 
If you have further questions or concerns, please feel free to let us know.