Safelite AutoGlass

Dear Mr. [redacted],
I’m very sorry to hear that you aren’t happy with the back glass installation on your 2014 Toyota Tundra. In reviewing the notes on file, it appears that aftermarket glass was installed on your truck and the fit was slightly different than the original glass on the vehicle. We...

received a call about a water leak from the back glass and a no cost warranty appointment was scheduled. We were not able to duplicate the water leak. Although there was no water leak found, you requested that we install the OEM glass instead of aftermarket glass.
Your insurance provider declined the request to install OEM glass as there was no problem with the aftermarket glass or the installation we had already completed. If you would like OEM glass installed, you would be responsible for the entire cost of the glass and the installation.
Again, I apologize that you aren’t completely happy with the work that we completed. We weren’t able to find any water leak after the work and your insurance company will not agree to pay for the OEM glass installation. If you would like to have the glass replaced with the OEM version, we could do that if you agree to pay for the work out of pocket.

I’m very sorry that we aren’t able to get the glass with the shade band for your 2006 VW Beetle. I did contact a local Volkswagen dealer today and provided them with your full VIN number. Based on the VIN the correct dealer windshield part number is [redacted]. This part has a green tint with no shade band. This is the same part that we installed on your vehicle. Based on the information provided by Volkswagen, the windshield with the gray shade band is no longer being manufactured for your vehicle.
 
At this time, we consider this issue closed. We aren’t able to get the part you want as it is no longer being manufactured. If you would like a shade band at the top of your windshield, your insurance company may be able to add that as a supplement to your original glass claim.
 
Again, I apologize that the part that was originally in your vehicle is no longer available. If it was, we would have no issue with honoring your request.

Dear Mr. [redacted],
 
I’m very sorry to hear that the windshield on your 2003 Subaru Impreza Wagon cracked after a technician replaced the moldings under warranty. Upon inspection, the crack appeared to be caused by an object striking your windshield which would not be covered by our...

warranty. However, as a courtesy, we are offering to replace the windshield at no cost to you. A representative from our Executive Service team left you a message indicating this on July 6th.
 
Please contact us at ###-###-#### to schedule the replacement at your convenience. We look forward to assisting you with your windshield replacement.

the new tech was nice and buzz is reduced but still constant at highway speeds. This has turned into a nightmare.

Dear Lee Uy,
 
I’m very sorry that our attempt to repair the windshield damage on your 2011 Mitsubishi Outlander 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 have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

we went to the appointment today and again, they claim they can't find a leak but when they took me to the car to tell me they didn't find anything, the two side moldings where we believe the leak is coming from are not even removed, just the top. so I'm not convinced they are doing a thorough inspection. I am also being told that the wiper assembly cannot be installed wrong, which how could this be if it was installed wrong from the beginning causing it to slap around the window which caused the crack across the window, and a shop confirmed that it was installed wrong when it had to be fixed. and they are claiming that a rock caused the issue but there's a lot of rock chips on it now so how can they lie and tell me what I know happened. it cracked the first time I turned on the wiper blade when it was slapping all over the windshield. I am very upset that we had to drive out of town again to get it fixed and were getting the run around. I feel they are just avoiding having to fix it. it was there fault the wiper blade was installed wrong from the original repair, why can't they just take ownership. you can clearly see the trail the crack makes which is the same pattern the wiper arm makes. please help.

I’m very sorry that you had to deal with a broken door glass on your 2006 Honda Pilot as you were preparing to leave for vacation. What an unfortunate and stressful occurrence.                
In...

preparing this response, one of our representatives spoke to you on September 17, 2014 about the work done by [redacted]. You were under the impression that what you paid to [redacted] was for labor only and that Safelite installed the replacement door glass. You were going to provide a copy of the invoice from [redacted] indicating exactly what work they did. To date, we have not received that. Our records indicate that we were not able to perform the work and we never received any payment to do the work. We spoke with [redacted] on September 17th as well and it was confirmed that they did the glass installation.
On September 22, 2014; we spoke with the adjuster from [redacted] that handled your claim. He confirmed that what you paid to [redacted] was for the replacement of the door glass, clean up of the broken glass and a diagnosis of why the door glass mechanism wasn’t working properly. It was never determined why the mechanism wasn’t working but when the glass was replaced, there were no more issues. Safelite is not able to diagnose or repair such mechanical issues as we only install the glass.
Again, I’m sorry about the unfortunate circumstances. Safelite did no work on your vehicle and we are not liable for anything you paid to [redacted] The amount you paid was for work authorized by [redacted] to repair your vehicle. Because the amount was less than your comprehensive deductible, you ended up paying it in full out of pocket.
If you have additional questions or need further assistance, please feel free to give us a call at 1-866-[redacted]. We do appreciate your business.

Dear Mr. [redacted],I'm very sorry to hear that our attempt to repair your windshield wasn't successful. In order to further assist you, I will need some additional information to locate the original work order. I have been unable to locate the information with the phone numbers, name, and email address...

provided to the Revdex.com. Please provide the full name as listed on the order, the year make and model of the vehicle, the last 6 digits of the VIN, the work order number if available, and the telephone number listed on the order. If you are in need of immediate assistance please call ###-###-####.

Dear Mr. [redacted], 
I’m very sorry for the error in the amount of the check you received on October 27, 2014. You did advise us of this and we issued a second check, number [redacted] for the balance of $52.35. Our records indicate that you cashed the check on November 4, 2014.
I hope that everything has been resolved to your satisfaction. Safelite does appreciate your business.

I’m terribly sorry that the billing issue for the windshield repair on your 2012 Toyota Sienna has taken such a long time to correct. I understand how frustrating it was to talk to multiple individuals and get different answers which didn’t bring the issue any closer to resolution.
As we discussed today, a credit has been issued to your credit card in the amount of $128.46. It should take no more than 3 business days for the credit to appear in your account. The credit memo number is [redacted].
[redacted] Insurance will receive an invoice for the chip repair based on the claim that has already been filed.
Again, I apologize for the inconvenience and frustration. I’m glad that we were able to bring this issue to a satisfactory conclusion. We greatly appreciate your business.

Dear Ms. [redacted],I'm very sorry that there was damage to the interior of your 2007 Lincoln Town Car after we replaced the windshield. I understand your frustration since you initially reported this to us in May 2016. I have been in contact with the field management to discuss what we have and haven't...

been able to do to assist you.Safelite does accept responsibility for the damage to the vent and to the "spray" that is on your interior moldings. We attempted to locate the replacement pillar moldings for your vehicle but they have been discontinued. We had a vendor in mind to attempt to clean the moldings but it appears that they never contacted you.At this time, we would like to ask you to provide estimates for repair, replacement or cleaning of the interior a-pillar moldings. Also an estimate to replace or repair the damaged vent on your dash. If you could provide those estimates for our review, we would be happy to move forward with a resolution.Again, I apologize that the damage occurred and it is taking an unusually long tome to get this corrected. We want to take care of these issues to your satisfaction.

Dear Mr. [redacted], I’m very sorry for the miscommunication regarding the availability and price of the replacement windshield for your 2014 Kia Cadenza. Both you and your insurance company provided the best information possible about the vehicle in order to assure the corre** windshield was...

sele**ed and the most accurate price quoted. Even with everyone’s best efforts, the part that was sele**ed was not available. The only available part was the OEM glass and it comes with a higher price. When the windshield was replaced, Safelite absorbed $100 of your $500 dedu**ible and you paid $400 out of pocket. I located an original quote of $258.90 from April 30, 2016. Safelite will honor your request to refund the difference between what you paid and what you were quoted. Your request through the Revdex.com is for a refund of $150. You will receive a check for $150 in the next 7-10 business days. We will mail the check to the address we have on file: [redacted]. Richmond, VA [redacted]. Again, I apologize for the issue. We do appreciate your business at Safelite. If you have any additional questions, please feel free to conta** us at [redacted].

Dear Mr. [redacted]
 
I apologize for the inconvenience you experienced during your windshield installation on your 2009 BMW 528 with Safelite Auto Glass.  A member of our Executive Service team attempted to contact you on May 14, 2015 and left a detailed voice mail in regards to the reimbursement.  Safelite is going to issue a reimbursement for the amount of $149.00 as you have requested.  So that we can expedite your reimbursement we need a copy of the receipt faxed to us at [redacted] along with the correct mailing address.   
 
We truly appreciate your business with Safelite Auto Glass and hope that we can be your glass provider in the future.  If you have any questions or concerns please contact us at [redacted]

I am rejecting this response because: Were the pictures they provided you have a date and time on them?  Can you forward me the pictures?  The reason I ask, is because they went out on to see the damages I had reported and they took pictures then.

Good Afternoon,
I'll make a long story as short as possible. I have attached a screen print of what Ms. [redacted] is trying to point out. Our work order numbers are recycled over time. What happened in this case is when Ms. [redacted]'s claim was first entered our system assigned the work order number 01812-169234. Unfortunately, in 2010 another customer's job was assigned that same work order number. When our scheduling system encounters this it will combine some information from the current job and some from the previous job. In this example, Ms. [redacted]'s vehicle information is reflected but the 2010 customer's name and billing information is reflected.
When our shop attempted to confirm the order by phone, they found that there was incorrect information on the work order and obtained the correct information for Ms. [redacted]. I'm not sure if Ms. [redacted] is claiming that we shared her information with our 2010 customer Jessica Liccardo, but that didn't happen.
I hope that helps to clarify this correspondence. If there are any other questions, please let me know.
In addition, I have attached the amil confirmation sent to Ms. [redacted] that states her insurance coverage hasn't been confirmed and she may be required to pay for the work if it is completed before we receive verification of coverage.

Dear Mr. [redacted],
 
I’m very sorry that you experienced issues with the door lock after we replaced the door glass on your 2011 Volkswagen Jetta. It is my understanding that you brought your vehicle into our location in Bellevue, WA on Thursday July 28th. One of our technicians inspected the...

door to determine if there was any damage. While the vehicle was at the shop, the door was working properly and the problem couldn’t be duplicated.
 
Our technician also checked the interior of the door and the locking mechanism for any damage or obstruction. Nothing was located. The technician advised that possible the child lock was engaged which would prevent the door from being opened from inside the vehicle.
 
I hope that this has resolved the problem with your passenger door. If you have any further issues, please feel free to contact us and we will be happy to assist you. Safelite does appreciate your business.

Dear Mr. [redacted],I’m sorry that you didn’t find our offer to pay for the reasonable cost of repairs to your 2007 [redacted] Vue satisfactory. You are asking for a payment of $1500 without any estimate or documentation to indicate what that would be for. If you don’t want Safelite involved in the repairs to your vehicle we would need you to provide a detailed estimate of the repairs, on the repair shop’s letterhead, for our review. We have already purchased the dash bezel to replace the damaged one. We have attempted to work with you to make the needed repairs to your vehicle at our expense. We will continue to do so if you will allow it. We would like to bring this to a reasonable and satisfactory resolution.

Dear Ms. [redacted],
I'm sorry that I am currently unable to provide you with pictures that show a date/time stamp. As I stated in my previous response, our system encodes that information into the link to the picture. I'll work with my IT department to see if there is any way to provide what you are requesting.
"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."

I would like to apologize for your recent experience you had with Safelite Auto Glass in regards to the chip repair done on your Toyota Sienna. Chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. Should the repair not hold or crack out further, Safelite offers a money back guarantee; which is our policy; where we would credit the cost of the repair back to the paying party; however the out of pocket cost or deductible would apply.
 
If there is anything in the future we can help you with please let us know! We do greatly appreciate your business!