Safelite AutoGlass

What I am being told is The scheduler should have told me about the consequences and the technician should have told me before the repair but, what YOU are not understanding is the most important thing in customer service. I WAS NOT INFORMED OF ANY OF THIS!  What are you going to do because now I am told you can't do anything. How is that ok. You failed to inform me and you failed at my crappy repair. This is not resolving the issue.

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

Dear Mr. [redacted],I’m very sorry to hear that water is or was leaking into your 1989 [redacted] C1500 Pickup. In reviewing the notes regarding the issues, there was also an issue with the moldings. I do see that we replaced the moldings for you under warranty on May 15, 2017.Upon inspection, it was...

determined that our windshield installation wasn’t the cause of the water leaking into your truck. The water is coming in around the doors because they are not fitting properly. The doors are “hanging” on the hinges and there isn’t a tight seal. Therefore, water is getting into the truck. The store manager, assistant store manager, and the operations manager have all been involved in reviewing the details of your request and are all in agreement that our work didn’t cause the leak. Therefore, we must decline your request to pay for any damages related to the water leak.Again, I regret the issues that you have been experiencing. We have rectified the issue with the moldings under warranty but we’re not responsible for any other damages. If you have any additional questions, please feel free to contact the local Safelite shop directly, or our Executive Service team at [redacted].

Dear Mr. [redacted]
 
I’m very sorry that you are experiencing a water leak and there is a crack in the windshield of your 2007 BMW 335. Our records show that we have attempted to provide warranty service for you but we haven’t been able to arrange a time when you and the vehicle are...

available. There was a warranty appointment scheduled for May 14, 2015 but the shop was not able to reach you by phone. There is a part on backorder to complete the work on your windshield.
 
A member of our Executive Service Team left a voicemail for you on May 15, 2015 to contact us and discuss proceeding with correcting any warranty issues that exist. Please contact our Executive Service team at 1-[redacted] we look forward to hearing from you.
 
In the meantime, we will process a credit to you for your $100 deductible. Please allow about 5-7 business days for the credit to appear in your account.

Dear Mr. [redacted],
 
I’m very sorry about the delays in ordering and receiving the correct glass for your 2015 Subaru. In reviewing the information, I show that we were initially provided a VIN of [redacted] which is for a 2015 Subaru Legacy 2.5I LTD AWD.
 
We later determined...

that the correct VIN for your vehicle is [redacted] which is for your 2015 Subaru Outback 2.5I Premium. I’m not sure who provided the original incorrect VIN but that was the initial cause of the issue. When we order glass from a dealer, we must provide the correct VIN for them to provide the correct part. An incorrect VIN can mean an incorrect part.
 
Because the VIN we started with is so different from the true VIN, the error was in the source of the VIN and not an error at Safelite. Therefore, Safelite is not responsible for any rental charges incurred. You may want to verify that the VIN on your purchase or lease documents, the VIN on your insurance policy and the VIN on your vehicle all match.
 
Again, I apologize for the inconvenience. I show that the correct glass is due any day and that we will get it installed as soon as it arrives. If you have any additional questions, please feel free to contact us at 1-[redacted]

I’m very sorry that our attempt to repair the damage to your 2013 Chrysler 300 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.
I apologize 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 (if you have one) or out of pocket cost would apply. If you are interested in a new windshield please feel free to contact your local shop or you can call our office at 866-212-5457, we will speak to a manager to offer a discount on a new windshield.

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

I will send a written response the next time it rains and I can test the automatic wipers.thank you[redacted]

I am very sorry that the initial quote you received was inaccurate. According to our records, there are two options for the glass that needed to be replaced. One part includes the vehicle’s antenna and the other doesn’t. When you were quoted the amount of $319.83, it was for the glass that didn’t include the antenna. Our 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 time. We 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 part. I don’t know whether you had a conversation with the owner of the vehicle or not. The 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 not. We 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 866[redacted].

Hello. Thank you for notifying us of the complaint from our customer, [redacted].    We are certainly sorry that he reached out with a complaint about our warranty.   I have contacted Mr. [redacted] and apologized for any miscommunication on our end....

  We have resolved the issue by changing the windshield for Mr. [redacted] under our warranty program, which is what should have happened to begin with.  If you have any further questions, please let me know. Thank you!   Heather B[redacted] | [redacted] Store ManagerSafelite AutoGlass | [redacted] | [redacted]M: 6[redacted] | O: [redacted] | F: [redacted] |heather.b[redacted]@safelite.com

I’m very sorry for the less than positive experience you described after we replaced the windshield on your 2013 Toyota Corolla. In reviewing our notes, it appears that when our technician checked the issue with your windshield wipers it was suggested that they should be replaced with new ones. A representative from our corporate office attempted to reach you on February 26, 2015 to let you know that if you replaced the wipers and the issue still existed, we would reimburse you for the wipers and schedule another warranty appointment for you. Unfortunately, we were not able to reach you.
 
Safelite does provide a national lifetime warranty on our work. If replacing the wipers doesn’t correct the issue, we will be happy to honor our warranty and determine what the cause of the issue is.
 
Again, I apologize for the inconvenience. Please feel free to contact our Executive Service team at 1-[redacted] for additional assistance.

The information provided to Safelite was provided after I was called for payment I am not married I don't have possession of the vehicle I did not take the vehicle to the shop I did not speak with anyone regarding service until after the service was completed I am not responsible for the work done on the vehicle and I will not assume responsibility if this matter continues I will be forced to contact my attorney for legal representation.  Bottomline Safelite should have done a better job verifying information prior to completing work on a vehicle.

I am rejecting this response because:bully business practices like these need to stop. You do not stand behind your work and the liability of what your tools are. Regards, [redacted]

I am rejecting this response because a Safelite technician damaged my vehicle and management refuses to assume responsibility. The technician did not state in his pre inspection report any damages to the roof of the exterior of my vehicle because there no damages to it beforehand. As reflected in the attached picture, which was taken immediately after the technician installed the window, my vehicle was not dirty and it is never kept in a dirty state. Management's decision is based solely on two pictures taken by another technician and his opinion about one of the six areas of paint removed by their technician. No paint professional has officially given an expert opinion about the condition of my paint job, before Safelight made their decision.

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the windshield installation on your 2013 Ford F series. We appreciate you brining this issue to our attention. After reviewing your file I see that a member of our Executive Services Team reached out to you and offered $100.00 off your deductible.  I am sorry that wasn’t a good amount for you.  I do see that you went somewhere else to actually have the glass done.  Again we are sorry for any inconvenience you may have had.

I’m truly sorry about the difficulty you experienced in scheduling a convenient appointment time to replace the windshield on your 2011 Honda CR-V. With the glass not arriving, missed appointments and rescheduling due to weather; what should have been a relatively painless process...

turned into quite an ordeal.
We have been in touch with the manager of the Safelite location in Sterling, VA regarding your concerns. Based on the information provided, the surface chip that the technician located in the windshield we just installed will be repaired at no cost to you. This was agreed to when the Safelite manager spoke to you today, November 4, 2014. It is our understanding that this meets with your approval and your concerns have been addressed.
Again, I apologize for the inconvenience you experienced. We greatly appreciate your patience and your business here at Safelite. If we may be of any further assistance, please let us know.

Dear Mr. [redacted],
I’m sorry to hear that there is damage to the front bumper of your 2006 Lexus IS 250. I have been in contact with the local Safelite management team to discuss what occurred on the day of installation as well as when you returned the next day after discovering the damage.
The...

damage is very low on the bumper below the fog light. This is not an area that our technician would be accessing while removing or installing a windshield. I assure you our shops take great care when bringing a customer’s vehicle into the shop and performing the work. My understanding is that you completed a thorough post inspection after the work was completed and no damage was noted at that time.
When you went back to the shop the next day, the manager explained that this didn’t appear to be anything that Safelite caused and it most likely was caused by a rock or other road debris. There was no indication that it was related to the work Safelite performed for you.
It is regrettable that you have this damage. It is Safelite’s position that the damage is in no way consistent with anything we did. We will not be honoring your request to repair damage that we don’t believe we caused and is located in an area where the technician doesn’t access when performing a windshield replacement.

I sent YOU a letter 3 weeks ago when I received an email saying that We have not received a response about going forward  . I  responded and did not get a response . Just to let you know that the crack is moving across my windshield  . I hope you get this email . I had in detail about this case in the letter I sent you . If you need me to reiterate about what I wrote to you  . Let me know . The complaint I D #[redacted] . I hope to hear from you .

I’m
very sorry that the windshield we installed on your 2000 Saturn SL1 on
September 3, 2014 was defective. I do show that the original invoice for the
work, 01835-042625, included a $50 discount. You were charged a total of
$164.45 for the windshield.
On
September 6, 2014 we replaced...

that windshield under warranty due to the extent
of the defect at absolutely no cost to you. I apologize for the inconvenience
and any confusion this situation has caused you. I do want to reassure you that
you were not charged for the 2nd windshield replacement and the
original invoice reflected the $50 discount you were promised.
 Again,
I’m sorry for the issue of the defective glass. We greatly appreciate your
business and thank you for your understanding.

Dear Mr. [redacted],
 
I’m very sorry that you were told that a technician would be coming to reseal the windshield on your 2007 BMW 335i and nobody every arrived. I reached out to the Safelite location in Peoria, AZ to get additional information. Unfortunately, your request to reseal the...

windshield was scheduled in error. Safelite doesn’t do windshield reseals. We will use this as a coaching opportunity for the representative that scheduled your appointment.
 
A representative from the Peoria location did speak to you on June 7th and let you know that the job was scheduled in error and that if the technician arrived he wouldn’t be able to do the work. She was unable to reach the technician herself to advise him as he hadn’t yet been issued a company phone. Later, you contacted Safelite after the shop closed and the Operations Manager was made aware of the issue. On June 8th, the Peoria location contacted you again to again explain and apologize that we wouldn’t be able to provide the service you requested.
 
I understand your frustration due to the incorrect information and your wasted time. This is a regrettable situation and I do hope that you’ve been able to locate a provider to assist you.