Safelite AutoGlass

Thank you so much for bringing this matter to our attention. I truly apologize for the experience you had and the inconveniences this may have caused you. Please be assured that we will investigate this further to prevent issues such as this from transpiring again.
 
Again we...

are very sorry but if there is anything we can do to help you in the future please let us know!

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 ###-###-####. 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.

Dear Mr. [redacted], I apologize for the confusion regarding the billing for the windshield replacement Safelite performed on your 2013 Ram Pickup. From our records and conversations with you and your insurance provider, the windshield was replaced as part of your insurance claim for hail damage....

I’m sorry that you experienced this.  As a courtesy, you have been issued a refund check from Safelite in the amount of $383.00. The check number is [redacted] and it was mailed on November 28, 2016. Please allow 7-10 business days to receive the check. Our notes indicate that you received an insurance payout directly for the claim that included the cost of aftermarket glass. Your insurance provider advised you that because the only available glass was OEM at a higher cost, you would need to pay out of pocket for the higher amount and request reimbursement from your insurance company. You weren’t happy with that and as a gesture of goodwill Safelite issued you the refund of $383.00. Safelite does appreciate your business. If you have any additional questions or concerns, please feel free to contact us at ###-###-####.

I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution is satisfactory to me.

Dear Ms. [redacted] –
 
I apologize for the delay in responding to your most recent message submitted to the Revdex.com. I am very sorry for our attempt to repair the windshield damage on your 2001 Suzuki Grand Vita 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.
 
Because you weren’t happy with the results of the repair, we have decided to credit back your [redacted] card ending in [redacted] in the amount of $148.57. You should see the credit within 7-10 business days. If you have any further questions or concerns please feel free to contact our Executive Service team at 866-212-5457.
 
Again, I apologize that the repair attempt wasn’t successful. We do appreciate your business and hope to be able to work with you in the future.

I do not dispute that your technicians are thoroughly trained. You only stated that the technicians are trained, this technician told me they would replace it. Regardless of training he misspoke, per your person on the phone at your call center. I will not go to safe flight. I will advise other people to stay away from Safelite. Regardless of training hehe messed up. I see you are unwilling to listen to your customers. I am also saying that I am not the only person to have this issue. So for all the training you give your technicians they continually across the US say the wrong things. I reject your offer. Do not want a windshield from you even if it was free. Because if your technician can't get it right the first time, what makes you think I want him touching my vehicle the second. Worst customer service I have ever seen.

Dear Mr. [redacted],I'm very sorry that the crack in the windshield of your 2014 [redacted] Pilot was too large to attempt a repair. When qualifying windshield damage to determine if it might be repaired or if the windshield requires replacement, size is only one of the factors in making that decision. The...

ultimate recommendation is by a trained and Certified Safelite technician. If the damage is too large or if the technician feels there are other factors which would indicate that windshield repair is not the best option, the technician will let the customer know. There are several factors that play a role in completing a successful repair. These include but are not limited to:The age of the damageThe size and location of the damageGlass is an unpredictable and sensitive material If a chip repair fails or if a customer just isn't satisfied with it, Safelite provides a money back guarantee, which is not transferrable. I have included a copy of our warranty. Any warranty or our money back guarantee applies as long as the customer owns or leases the vehicle. If the vehicle is leased, the warranty/guarantee ends when the vehicle is turned in at the end of the lease. If a customer owns a vehicle, the warranty/guarantee will not transfer to the new owner when it is sold. Your frustration is understandable. When windshield damage can be repaired, your insurance provider will waive our comprehensive deductible. Because the damage isn't repairable, your $500 deductible does apply. We will be happy to work with you to provide the best price possible for a windshield replacement.  Again, I apologize that in this case a windshield repair could not be attempted. If you would like to schedule a replacement, please contact us at ###-###-#### and we will work with you to provide the best price possible.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards,
[redacted]

First of all I know the limitations of my wife's vocabulary. Which was why I was the contact person on the transaction. The employee called me from there and told me they would have to order the correct part. So since I had already made the decision about how the order was going to be handled there was no need to discuss the issue with my wife. Second your company has proceeded to make one story after another. When I first started discussing this they were going to replace the glass. The story you give of not being able to get the correct glass is incorrect I called two other glass replacement centers and both told me they could get the glass. So you were lying about that. Next you had someone wanting me to verify I could get new glass and not used glass so if the language wasnt the issue from the beginning why were you making me prove the glass was obtainable. So you can either replace my window and put the correct window or I will contact a lawyer and proceed with a discrimination case. Just so you know my wife is attending english as a second language class so she can improve her english. Again your staff isnt capable of determining her language skills

Dear Mr. [redacted],I'm very sorry about the damage that occurred while we were replacing the windshield of your 1995 Ford Bronco. Safelite has accepted responsibility for the damages and will pay for the repairs. Our records show that a member of our Client Care team spoke to you on March 2, 2017 about...

the dash being the wrong color. It's my understanding that the vendor is going to get that corrected and Safelite will cover the cost.Regrettably, the moldings are a bigger challenge. With a unique vehicle such as yours, it can be difficult to locate replacement parts that match exactly what was previously on the vehicle. We have been in touch with 9 different suppliers, most that specialize in parts for Broncos, that only have the moldings in chrome and yours were black. We are still working on a satisfactory resolution and you will be contacted once we come up with an answer. Again, I apologize for the damages and the inconvenience you are experiencing. It is our goal to get the repairs done to your satisfaction. We do appreciate your patience and understanding as we are locating the correct parts in the correct color.

I reviewed the response made by the business in reference to complaint ID 12031661, and find the resolution is satisfactory to me.
Regards,
[redacted]PSI am sorry that my own actions were unkind and lacking patience. I'm going to remove all the media and reviews - I will make a good review because you guys are good people and I was too blinded by frustrations to see that. Again, I'm sorry and I greatly appreciate the help.

Dear Mr. [redacted],In addition to you complaint filed with the Revdex.com, Safelite received the same complaint filed with the Connecticut Department of Consumer Protection. Our Senior Corporate Counsel sent a response  to the CT DPC and I have attached a copy as our reply to your previous rejection. Again, we are not accepting responsibility for any damages to your vehicle for the reasons outlined in the attachment.

I feel I was given a brush off blanket answer concerning your customer service rep and really the installation discrepancies on multiple installs.  Although I am happy to know that a rock chip does not void my lifetime warranty at least that is what I got from your reply and hope that is correct.  I have not received any conclusion on how your customer service rep (your voice to the public and customers) was rude, argued with me, and just straight up lied to me to justify how a rock chip does voids my warranty.  Also the individual that installed my windshield said the same thing, which tells me there is obviously some kind of training and/or communication issue within your company that was obviously getting to the customer and should not or we would not be in this situation.  I got off the phone not confident in your company and my decision to do business with Safelite because of your customer service rep and the fact that both windshields installed in 6 months on the same vehicle were not completed correctly.  Please understand I am no stranger to windshield replacements, processes and how our area wears on glass and installation materials.  Other than the 2 windshields replaced recently with your company, I have had 7 windshields replaced (with our local glass place) in 10 years.  So rocks chips are an issue in my area and the fact that our weather can dry out the glue used to secure/seal windshields, it has happened twice.  Both times the issue was fixed no problem for free.  I had no installation issues, they did not forget to install a seal, install a cowling incorrectly or mess up my installation appointment causing me to reschedule my day and appointments.  As an unhappy, disrespected customer that has been wronged on so many levels Safelite still has done nothing to make this right.

I called Safelite at ###-###-#### and spoke to a woman named AJ on 1/3/17. I explained what happened and gave her both work orders. She asked if she could call me back. She called baxk from ###-###-#### and reduced my price to $433.95. AJ said this price included everything (labor, new clips, new...

molding and tax). She told me this discount was a courtesy approved by a manager, though she didn't provide the managers name. She told me the Safelite technician will be a man named Jason. This is all under Safelite work order [redacted]. This work is scheduled for later today, 1/4/17.  I will advise you once this work is completed and if the price AJ quoted was what I actually am charged.

I sincerely apologize for the negative experience you had regarding the windshield damage on your 2006 Chevrolet Trailblazer. The last thing you needed while on vacation, was glass damage and subsequently an unsatisfactory repair.
In reviewing your file, I do see that we were able to replace the...

windshield at no cost to you on September 18, 2014. I hope that the work was done to your complete satisfaction. As a reminder, Safelite provides a national lifetime warranty on the materials and workmanship for as long as you own the vehicle. If you have any questions about our warranty, please feel free to contact us at 1-[redacted]
Again, I’m very sorry about the inconvenience you experienced. I assure you we do appreciate your business.

I received the signed Release of Liability from Mr. [redacted]. I have requested the check for him and he should receive it within 7-10 business days. I just wanted to bring you up to date.Have a great evening!

I’m very sorry that you are having issues with the rain sensor and rear view mirror after we installed a new windshield on your 2010 Land Rover LR2. I do see that we replaced the rain sensor, part#  LR014238, on May 20, 2016. If it isn’t functioning properly, that may be an indication that...

it needs to be recalibrated.
 
We would like to schedule a no cost warranty appointment with you to resolve any issues that you have. Please contact our Executive Service team at ###-###-#### to schedule the appointment.

I truly apologize for the issues you had with Safelite Auto Glass regarding your recent repair. We understand your frustration and in an attempt to rectify this issue, Safelite would be more than happy to replace the windshield at no cost to you. Per our record, we show that you are scheduled already. If you have further questions or concerns, please feel free to contact our Executive Service Team at 866-[redacted]

Dear Mr. [redacted], I’m very sorry about all the issues you described after we installed a replacement back glass on your 2015 Jeep Renegade. The Safelite Operations Manager in your area has been in contact with 2 local dealers and has confirmed that the glass we installed is correct. The...

only other 2 options for dealer glass are a non-tinted version and a non-heated version. Regarding the scratches, We are accepting responsibility for those and we will pay to have the damage repaired. I understand that your wife spoke to the Operations Manager and was advised of the process to make that happen. At this time we are awaiting an estimate for repair of the damages.  Again, I apologize for the scratches and your frustration. We do appreciate your business and look forward to resolving this to your satisfaction.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Thank you for listening to my concerns I am great full for the partial refund but even more satisfied for the reassurance that a chip does not void my warranty.  I completely understand that you cannot cover new damage such as a rock chip.  I very pleased to know that the issue concerning customer service will not go unoticed, and that it will be used for future training.  I thank you greatly and hope this will help future customers receive the best quality customer service possible.  I feel you have addressed my concerns with professionalism, and will honestly use this to improve on how customer service handles there customers in the future.  Thank you again!