Safelite AutoGlass

Thank you for taking the time to talk with me last week.  As a follow up to our discussion, I simply cannot trust this company to do any work on my car because I do not trust the skill of their technicians.I believe they tried to take advantage of me when they first tried to settle the complaint and I just want to be done with this company.  I am completely unsatisfied with their proposed resolution and just can’t believe that for $250 they would not take any responsibility for my cracked windshield.  Whatever you can do to help would be very much appreciated.

Dear Mr. [redacted],
I’m very sorry to hear that the back glass we installed on your 2000 Ford Crown Victoria broke again very shortly after we installed it on November 9, 2015. In reviewing the information we have regarding this issue, our understanding is that you had aftermarket tint added to the...

glass shortly after the installation. On November 16, 2015 you contacted a member of our Executive Service Team to advise there was a crack in the glass. A no-cost warranty appointment was scheduled for one of our technicians to inspect the glass to see if there was a defect that caused the glass to break. It was determined that there was no defect and the glass would not be replaced under our warranty.
Tempered glass, such as the back glass on your vehicle, will only break if something strikes it. Usually, the glass will shatter completely. Because you had an aftermarket tint film applied, it prevented the glass from completely shattering. Because the glass will only break if something strikes it, tempered glass is not covered for breakage under our warranty.
Again, I’m sorry that the back glass broke again so soon after it was replaced. There was no defect found in the materials or the workmanship when a technician inspected the damaged glass on November 17, 2015. Therefore, we informed you that we would not be replacing the glass under warranty. At that time, you decided to go to another glass provider and paid them to replace the glass for you. We are denying your request to refund the amount you paid for the installation.

I’m so sorry for the delay in responding to your concerns about your request to have an OEM windshield installed on your 2013 BMW 328 convertible. In checking our records, there was a delay in requesting approval from your insurance provider for the dealer glass. Once we did make contact the...

request was denied. The contact should have been made in a more timely fashion.
 
At this time, you have requested the work be performed by a different glass company. The claim has been assigned to [redacted] Glassworks. Your insurance provider, [redacted], is still denying your request for dealer glass. Unfortunately, Safelite is unable to assist you any further with your request.
 
Again, I apologize for the delays. I regret that we weren’t able to earn your business. Please feel free to contact us at ###-###-#### with any additional questions or concerns.

I’m very sorry for the problems associated with the windshield replacement on your brand new 2015 Subaru Outback. I checked with the local Safelite manager and we did receive the estimate for the damages. The damages have been repaired and Safelite did pay the mechanic directly for the...

work. Again, I apologize for the damage and the inconvenience it caused. If you need any future assistance, please contact us at 1-866-212-5457. Safelite appreciates your business.

I am rejecting this response because:the technician came out for one repair, cracked my windshield more did a second repair which did not work, after he had damaged it further. It's like your giving your technician an out for breaking my property, and in turn costing me money out of pocket when I could have left the chip in the windshield as is and not had issues. You don't seem to see the problem, if I have a crack in my windshield and the repair failed, fine the next step would be to replace. If I have a chip, then your technician cracks it during the repair, I should not be responsible for replacement of said property. He broke my property.The fact that your company can't take ownership of your technicians error is rediculous, and poor customer service. The crack, size of a dime, turned into a 17 inch spiderweb, and is now somehow my fault? I will be pursuing legal action against you company.
Extremely pissed off,
[redacted]

I apologize for the delay in processing the refund for the unsatisfactory work on your 2006 Hummer H2. There was a misunderstanding on our end which caused the delay. Attached is a copy of the credit memo for the full amount of $418.60 which was processed on October 16, 2014. You should already see this amount credited to the account used to pay for the work.
Again, I’m sorry for the delay and your patience is truly appreciated.

I’m very sorry for your experience during and after a warranty appointment for your 2003 Mitsubishi Montero on February 28, 2015. The conversations you described are not acceptable and not indicative of the service we provide to valued customers like you.
 
Our records show that you spoke with a member of our Executive Service Team today and you are scheduled to have a different technician look at the cracked windshield on Thursday March 5, 2015 in our Durham, NC location. Your discussion with our representative today included information about what may cause a “stress crack” and if there is a point of impact anywhere along the damaged area, that would not be covered under our warranty.  If there is no point of impact found, we will replace the windshield under warranty and at no cost to you or your insurance company.
 
Again, I apologize for the issue. Please feel free to contact our Executive Service team at 1[redacted] if you need additional assistance.

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 discount. Not once. All conversations were recorded on their end so I would like them to provide proof that they made such an offer. The responder from Safelite stated that they have had windshields crack within minutes of being installed but that they do not back them. How 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 properly. According to their website- they offer a lifetime warranty on their glass: my vehicle is a 2013. 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 IMPACT. It is not my fault that Safelite took nearly 14 days to come and look at the windshield since it was classified a warranty issue. You 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 2 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.

There was no waiver to sign or indication that further damage could occur at the hands of your tech. I firmly believe that the tech should not have attempted to repair my chip as it was inclement and raining at the time of the service.

Dear Mr. [redacted],
 
I’m very sorry for the delay in responding to your most recent correspondence regarding the windshield replacement on your 2011 Audi A6. After considerable discussion between Corporate Management and Field Management, we have made the decision to remove your account from...

collections. This decision was made in the spirit of Customer Service and is not an indication that Safelite was negligent in any way regarding the unsuccessful repair of the windshield. Our accounts receivable department has been made aware of this decision and within a few days, your account will be removed from collections and the balance due for the windshield replacement will be absorbed by Safelite. Again, I apologize for the delay in responding and the amount of time it took to resolve this issue.

This is an unacceptable response from the business. 1. The person whom I talked to at Safelite in Greenville ASSURED me that the only difference in the glass was the KIA SYMBOL. This is NOT and was NEVER true. The glass on my car now does NOT have the same tint that was on the previous windshield.2. The person who put the glass on my car went through my car. (these 2 issues safelite has yet to address, and apparently they do NOT care)3. This has absolutely NOTHING to do with the insurance company I have.4. The person on the social media team whom I talked would could have careless about the issue. Rather then doing something about the glass on my car, the person ignored the complaint and NEVER responded back to my last email!5. No one ever called for a "followup"Since safelite obviously does not care, again, I am requesting something so simple: Replace the glass in my car to the factory glass. No one called for a followup, the girl at the desk at safelite lied to me, and my car was went through by the person who installed the glass! These three things are highly unacceptable by any business!

I am not satisfied with the response of the company. Your tech caused further damage to my vehicle

I'm very sorry for the misinformation regarding the deductible amount that applied to the windshield replacement on your 2000 Dodge Durango. In reviewing your file, it appears that the original request was for a windshield repair for which your deductible would be waived by your insurance provider....

It was determined that a windshield replacement was needed but when the claim was changed from a repair to a replacement, your claim was not updated to reflect your replacement deductible of $500. Because of this error, we are discontinuing all attempts to collect the balance due of $245.82 from you. Instead, Safelite will be absorbing the full cost of the windshield replacement.
Again, I apologize for the misinformation regarding your deductible. This was not intentional and was a result of human error, not a misleading business practice. Safelite does appreciate your business. If you have any additional questions or concerns, please feel free to contact us at 1-866-212-5457.

Dear Ms. [redacted],
I’m so sorry for the issues you experienced after we installed a replacement windshield on your 2012 Honda Civic. Our records show that a member of our Executive Service team contacted you on July 29, 2015. In that call your concerns about the billing issue and other items...

were discussed and addressed. Please accept our most sincere apology for the stress and inconvenience you were caused by our error. If you have any further questions or concerns, please contact us at ###-###-####.

Dear Ms. [redacted],I’m very sorry that you weren’t satisfied with the door glass replacement on your 2001 [redacted] Impala. I spoke with a representative to clarify some information about the installation.Mr. [redacted] dropped off your vehicle to Safelite. He left his name and contact number with the...

location as he was responsible for the damage and payment. Because the door glass had shattered there was no way to tell prior to the work whether the glass was all the way up or not. When our technician opened up the door panel, he discovered that the motor for the window was broken and completely inoperative. Because of the broken motor, there is no way to move the glass up and down inside the door. The door glass was installed on the rail that holds the glass in place exactly in the position it was when the vehicle arrived. There was no way our technician could move the rail and the glass up or down.At that time Mr. [redacted] was contacted and advised of the broken motor and that the glass couldn’t be moved up or down. He advised our representative to go ahead and install the glass, he wasn’t concerned about the motor or the position of the glass. Our technician completed the installation and crash-wrapped the glass to help keep out the elements since there was a gap of a few inches between the top of the glass and the door frame.When you and your son came to pick up the vehicle we attempted to explain everything to you but you were unsatisfied with the explanation. I understand that the discussion did escalate because you weren’t satisfied. I apologize if any associate raised their voice inappropriately. As a courtesy, we offered to install the replacement motor for you if you purchased it and brought it into our shop. You weren’t satisfied with that either.It is regrettable that we didn’t have your contact information in order to let you know of the issues before the work was done. We installed the glass and did everything we could to assist you with your concerns when you picked up the vehicle. The only way that the door glass can be brought to a fully upright position with no gap at the top is to replace the motor.

I reject this. Whether or not this issue was caused by Safelite or a manufacturer defect, the part in question was under warranty through Safelite the minute your repair man touched the hinges and began work replacing them in conjunction with replacing the rear window. I was told when I spoke to someone in November I'd receive  $100 of a refund, not knowing the total cost of how much the replacement would actually cost. It is now December 23, and I have still not been refunded ANY portion of what I paid. Again, this issue was under warranty, through Safelite. This is clearly something that should have been fully replaced, no money out of my pocket. I have an email stating  $65 would be refunded, rather than the entire amount, or the initial $100 I was first promised. I didn't agree to that, my statement was "I guess it'serves better than nothing" Which was a sarcastic remark. When speaking with the rep from Safelite, she said customer satisfaction is our goal. I'm the customer, and I am not satisfied. and I will make sure I post my displeasure all over social media, in my circle of friends, at work and to anyone that will listen. After reading the complaints on the Revdex.com website, I see "customer satisfaction" is not actually the goal of this company.
Complaint: 11885311
I am rejecting this response because:
Regards,
Jeffrey [redacted]

Dear Mr. [redacted],
Thank you for including a picture of the damage to your windshield. After sharing and reviewing the image with field management, I have indicated what was determined to be the initial impact point. Again, it is unfortunate that you incurred new damage so soon after we replaced the windshield for you. New damage is not something that we can predict or prevent and it’s not covered by our warranty. We will not honor your request to compensate you for your windshield replacement.
If you have any further questions or concerns, please feel free to contact us at 1-866-212-5457.

Dear Mr. [redacted],I’m so sorry that our attempt to repair the windshield damage on your 2008 Acura TL 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. Our technicians do explain the risk of the damage getting larger prior to beginning the repair. 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 structural 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. The specific wording of the money back guarantee is included below.While we must respectfully decline your request to replace the windshield at no cost, we will be happy to work with you to provide a replacement at the best possible price. I do apologize for any unprofessional conduct by any Safelite associate or manager. There is never a good reason the unprofessional or disrespectful behavior toward a customer.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 would like to extend a sincere apology for the damage to your 2009 Lexus RX 350 due to the complimentary [redacted] Clip that we provided to you. Per your conversation with [redacted] on August 20, 2014, I understand that [redacted] the manufacturer of the product, will be paying for...

the repairs to your vehicle. [redacted] has also offered herself as a direct contact if Safelite may be of any additional assistance.
 
Again, I’m very sorry about the issue and the initial response from the Safelite manager.
 
We truly appreciate your business and your understanding.

Good morning, I am emailing you in response to the above complaint. Unfortunately the glass can crack out during a repair, this does happen from time to time due to the fact that we are already working with broken glass (and it was 100+ degrees outside during the repair attempt). We...

have done over 35,000 repairs in the Phoenix Market this year alone. When that does happen we credit the cost of the repair on the new glass installation. In this case the customer was going through her insurance company so there was zero out of pocket expense for her. If she used Safelite for the new glass installation there still would have been no out of pocket expense to her since her insurance company paid for it so we will not be reimbursing Veronica $200. John Edwards | Scottsdale Store ManagerSafelite AutoGlass | [redacted]O: [redacted]