Safelite AutoGlass

I’m very sorry for the issue regarding the Acura IntegraI have been unable to locate a work order with the information provided through the Revdex.com So that we may better assist you, could you please provide your full name as listed on the order, the work order number if available, and the telephone number listed on the orderIf you could also provide a receipt for the damaged part including shipping, we would be happy to review it for reimbursement Again, I apologize for the damage and the inconvenienceIf you are in need of immediate assistance please call 866-212-

I’m very sorry to hear that immediately after we replaced the windshield on your Chevrolet Express Van, you noticed new damageWhen the damage was inspected, it was determined that an object had hit the windshield and caused the damageAttached is a picture of the damage taken by one of our techniciansThe picture clearly shows an impact pointThis is not something that Safelite could have prevented nor are we responsible for the damage We do understand how frustrating this must be for youWe would be happy to work with you and provide another windshield replacement at the best price possible Again, it is unfortunate that this new damage happened so soon after the windshield was replacedUnfortunately, there is no predicting when something may hit and cause damage to your vehicle’s glassWe do appreciate your business and hope to be able to assist you with another windshield replacement

I’m terribly sorry that the billing issue for the windshield repair on your Toyota Sienna has taken such a long time to correctI 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 $It should take no more than business days for the credit to appear in your accountThe 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 frustrationI’m glad that we were able to bring this issue to a satisfactory conclusionWe greatly appreciate your business

I am rejecting this response because: We are not so much rejecting the response as much as we are very disappointed that such a company who took this windshield out and reinstalled it for us and has on many occasion will not warrant their labor and urethane work which caused a leak for which we have been fighting for years Our current installer will warranty his removal and reinstallation and therefore we will no longer use or promote Safelite and are very disappointed that such a large company would fail to stand behind their workI have let the insurance company aware that you won't warranty this and possibly any other work, but will look for a loop hole outNo where on the paper work we signed was it stated that Safelite does NOT warrant their labor

: I went out of my way to try to resolve this with Safelite I even called the manager that was originally suppose to handle this situation When I talked to him he informed me he did NOT talk to the tech that came to my house and took the picturesHe assumed when he looked at the pictures that one of the repaired chips was done by another company He never called me to discuss the problemHe admitted to me he totally dropped the ball on thisHe said he could NOT authorize a replacement window his manager would have to be informed of the situation So I waited AGAIN for him or his boss to call me backStill no return call So now, all of a sudden, I get a call they will absorb $of my $deductibleThey appear to me to be trying to cover up their mismanagement of this situation Of course, I had the job done weeks ago at another company that did a great job and my insurance company stepped up when Salelite would not I still want Safelite to admit their manager and others I have dealt with at Safelite totally messed this situation upI want reimbursed for my time to correct Safelite's mistake and for my phone bill to try to resolve this in a friendly manner

I’m very sorry for the inconvenienceWe are asking for a copy of the estimate as we don’t have it saved in our files If you can please fax over the invoice for the amount of $reflecting the damages and the cause, we will be more than happy to review itYou 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

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

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the windshield installation on your Toyota Sienna done by [redacted] I understand your frustration on this matter I do see that we were able to get the receipt and take care of your windshield warranty Again I am sorry for all the hassle relating to this but I’m very glad we were able to help you outIf you should need anything else please let us know! Thank you and we greatly appreciate your business

I’m very sorry that the windshield repair we performed on your Chevrolet Cruze has cracked furtherWhile 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 beThe 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 damageAttached is a copy of our warranty information which you would have received at the time of serviceThis 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 windshieldIf 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 againDrilling out the resin isn’t possible without causing further damage and adding resin on top of the existing repair would be completely ineffectiveThe only option is to replace the windshieldI do see that you have received a cash quote of $for the windshield replacement which includes the failed repair credit of $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 necessaryPlease feel free to contact us to schedule an appointment and determine if any additional discount could be givenWe do greatly appreciate your business at Safelite

I am rejecting this response because: Revdex.comThis message concerns complaint ID [redacted] submitted on 7/15/12:37:PM against Safelite AutoGlass Thank you for your patienceIn 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 responseWe look forward to your reply Revdex.comThis message concerns complaint ID [redacted] submitted on 7/15/12:37:PM against Safelite AutoGlass Thank you for your patienceIn 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 responseWe look forward to your reply

I am very sorry that the initial quote you received was inaccurateAccording to our records, there are two options for the glass that needed to be replacedOne part includes the vehicle’s antenna and the other doesn’tWhen you were quoted the amount of $319.83, it was for the glass that didn’t include the antennaOur notes indicate that you weren’t sure which piece of glass was correct and we were to be contacted with that information and when to schedule the work When the vehicle owner came in to have the work done, we realized that the glass needed to have the antenna and we provided an updated price to the vehicle owner at that timeWe were aware that you were the responsible party and suggested that the owner of the vehicle might want to advise you of the difference in cost for the correct partI don’t know whether you had a conversation with the owner of the vehicle or notThe owner of the vehicle authorized us to do the work with full knowledge of the correct price Our position is that we provided a quote in good faith with the understanding that there may be a change due to the question of whether the glass contained the antenna or notWe did provide a corrected price to the owner of the vehicle and the work was authorized by the owner of the vehicle If you have further questions or concerns, please feel free to contact our Executive Service Team at [redacted]

I’m very sorry that there was damage to the wiper transmission during the windshield installation we performed on your Saturn IonA member of our Executive Service Team attempted to reach you by phone today and sent you an email to get more details about how the issue was finally corrected and requested a copy of the receipt for review Could you please contact us by phone at [redacted] or respond to the email that our representative, [redacted] ***, sent today? Our fax number to submit a copy of the repair receipt is [redacted] Again, I apologize for the inconvenienceWe look forward to working with you to resolve this quicklySafelite appreciates your business

I apologize that our previous response regarding the windshield replacement for your 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 customerWe appreciate all the feedback we receive and many improvements have been made over the years based on input from our associates and customersI 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 termAs previously stated, our technicians inspect the installation area for signs of rust prior to beginning the removal processUnfortunately, a very small percentage of the time the rust is not visible until the glass is removed We appreciate your time and your feedbackAgain, we regret that we were not able to assist you with your windshield installation and the great inconvenience you experiencedIf you have any further questions or concerns, please feel free to contact us a [redacted]

I am rejecting this response because I have more than just a tint issueThe technician broke moldings on my exterior body panels and also scratched and dented my carI had a manager inspect my car today and he refused to send my car to a professional body shop to have these issues resolvedThe manager said I should call [redacted] to make a claim which I have no problem with as long as Safelite pays my deductable

I’m very sorry that you haven’t received the refund you were promised regarding the windshield installation on your BMW XIn reviewing our records I did locate the signed Release of Liability we received on March 16, but I didn’t see verification of your mailing address On April 6, we did process a check request for you in the amount of $The check will be mailed from Columbus, Ohio and you should receive it within 7-business days Again, I apologize for the delay in issuing your refundIf you need additional assistance, please feel free to contact our Executive Service team at 1- [redacted]

I’m sorry to hear that you are also having an issue with the headisplay feature on your Buick Lacrosse Regarding the windshield installation, OEM glass was not requested when the claim was filed so we followed your insurance provider’s request to install an equivalent aftermarket partIf the issue is indeed related to the installation of an aftermarket windshield and the only way to correct the issue is to install OEM glass, your insurance provider would need to be contacted for approval of and payment for the OEM part As previously stated, we are asking only to be permitted to view the vehicle and verify the issues are related to our workIf you have another company work on the vehicle prior to us being able to inspect it, your warranty with Safelite will be voidIf we are able to verify that the issues are related to our workmanship and you don’t want Safelite to correct the issues, we ask that you submit an estimate or estimates to us for approval prior to the work being completed Again, I apologize that you are being inconveniencedSafelite would like to be able to work with you to resolve the issuesI hope that you will allow us to inspect the vehicle so that if there are warrantable issues we can move closer to a successful resolution

Dear Ms***, I’m very sorry for any misunderstanding regarding the cost of the windshield replacement on your Ford FocusI hope that I can help make sense of this for you Insurance companies pay for damages, including auto glass damage, based on what they establish are reasonable and customary ratesEach insurance provider sets their own rates and a glass provider has to agree to accept those rates in order to be an authorized shopThere are contractual agreements in place between insurance providers and repair shops to establish agreed upon rates and the insurance company will not pay any invoice that is different than what the contract calls forThis is very similar to the contractual agreements that health insurance companies and healthcare providers have in place With Safelite a retail cash quote to a customer will be different, in most cases, than what an insurance company has agreed to pay for the same work Again, I apologize for any confusionPlease feel free to contact Safelite or your insurance provider with any additional questions

I'm rejecting the response because I did provide documentation - in the form of a credit card receipt to the same individual who originally authorized the workThere was also the obvious fact that windshield in the vehicle was branded as their brandThey denied this documentation as unacceptable because they didn't keep the same records that they required the customer to keep It was not printed on the original receipt that the warranty was dependent on providing a copy of the original receiptThat was never disclosed to me Furthermore, when I did find my receipt, the manager of the local office canceled my appointment without notification So the issue here is that the company is trying to get out of providing warranty work by making unusually excessive demands - demands that it could not meet either, and did not notify the customer of beforehand The resolution is for the company to change their policy so that a proof of payment and material possession of their product is enough to honor the warranty that they provided Regards,

I’m very sorry for the delay in responding to your concerns about the windshield installation on your AUDI AThe markings you referred to are required by the Department of Transportation (DOT) for all glass sold in the United StatesThe DOT stamp shows information about the glass and indicates its certification as well as meeting the DOT standards for automotive glass While the aftermarket glass we installed is from a different manufacturer than the original AUDI glass, it is made to the same specifications as the original glass and is not an inferior productIf you would prefer to have the OEM glass installed, we can order it and install it for youI don’t have information on what the additional cost would be to you, but we could provide that to you if you choose that option Again, I apologize for any misunderstanding regarding the windshield installationYou may want to look at the windshield glass on new vehicles at your AUDI dealer to feel reassured that the DOT stamp is standard and requiredSafelite appreciates your businessIf we may be of further assistance, please let us know

I never received the email that was dated June 11th.I don't know if it went to my spam folder or what occurred.However, we made SEVERAL calls to the manager at Safelite and we were NEVER offered a new windshield at a discountNot onceAll conversations were recorded on their end so I would like them to provide proof that they made such an offerThe responder from Safelite stated that they have had windshields crack within minutes of being installed but that they do not back themHow is this right? The customer obviously did nothing and their brand new windshield that has just been installed has a crack and they don't stand behind it? I showed in my pictures that the installation was done in poor craftsmanship with the electrical on the rearview mirror showing and the antenna not being replaced properlyAccording to their website- they offer a lifetime warranty on their glass: my vehicle is a There is no rust or damage nor was there at the time of installation so that exclusion does NOT apply to my case I have the statement from a well known and reputable claims adjuster with [redacted] Insurance that inspected the windshield the DAY I CALLED SAFELITE to report the crack in the windshield and there was NO IMPACTIt is not my fault that Safelite took nearly days to come and look at the windshield since it was classified a warranty issueYou would have thought that they would have been more concerned with taking care of a customer with a problem We took the windshield and had it replaced weeks ago at [redacted] Glass in Princeton, IN since we were not getting a response from Safelite and again, several attempts were made to come to an agreement with them and they did not offer us a windshield at a discount