Safelite AutoGlass

HI!Yes, I never got anything from them (I'm sure they tried to contact me, but nothing came thru) I apologize!!Yes, my address is [redacted] Rd. Bucyrus, OH 44820That would be wonderful if you'd send...I will look thru my messages!!!Thank you,

I will seek another auto glass business and have the windshield fixed. As a matter of principle, I will never do business with Safelite again. If I had been dishonest and stated that the crack was due to poor workmanship, then Safelite would cover the loss. Too bad for being honest. Guess the workmanship doesn't come into play when a rock hits'it right? Thought you made a durable windshield. Goodbye Safelite and I will spread the word on how on the company is run by a bold face liar.
[redacted]

Dear Mr. [redacted], I’m very sorry that your initial appointment for a windshield replacement on your 1999 Dodge Pickup had to be rescheduled. I understand that you were out of town and not personally available at the time the installation occurred. Therefore, the attached preinspection noting the damage doesn’t have your signature but has a time stamp indicating the document was created and pictures were taken prior to the technician beginning the work. The pictures that our technician took clearly show that your dash was already damaged beyond the point of repair prior to the windshield being replaced. The dash was already brittle, cracked, and broken on both the driver side and passenger side. While we are not saying this happened, even if the damage worsened during the normal installation process, Safelite would not be responsible for the damage. The dash was in an unrepairable state prior to our work. It needed to be replaced because of the pre-existing damage. Safelite will not honor your request to pay in full or in part to replace your dash.

Dear Mr. [redacted],If you would like the local Safelite manager to view the damages personally, please feel free to either stop into the location during business hours or an inshop appointment can be scheduled. At this time, based on the field managements evaluation of the damages pictured and their knowledge of what damage from our tools looks like, we are unable to accept responsibility for the damages. Your suggestion that our technician didn’t use the proper tools is inaccurate. Tools are supplied by Safelite and our technicians don’t purchase or use any tools that are not authorized by Safelite.I do have to say that bringing this to our attention so long after the time we completed the work does factor into the equation as well. Unless we have some compelling and reliable evidence to the contrary, our determination is that we are not responsible for the damages.

Dear Ms. [redacted],
 
I’m terribly sorry about the water leak and damage that occurred after Safelite replaced the windshield of your 2010 Nissan Maxima. Our records show that a check request for $100 was submitted on May 26, 2016 but it was never processed.
 
A member of our Executive...

Service Team contacted you on June 20, 2016 to resolve this issue. In that conversation, we agreed to reimburse you $100 for the detailing and an additional $100 as a gesture of customer delight. At your request, we are sending the check in your name to the Safelite location in West Allis, WI. With overnight delivery it should arrive on Wednesday June 22, 2016.
 
Again, I apologize for your negative experience and all the time you spent trying to get the reimbursement you were promised. We do appreciate your business at Safelite. If you have any additional questions or concerns, please feel free to contact our Executive Service Team at ###-###-####.

I’m very sorry that you weren’t satisfied with the outcome of the windshield repair performed on your 2007 Chevrolet Tahoe. Chip repairs are performed to restore the structural integrity to the windshield and the appearance of the repair will vary based on numerous factors. Safelite will...

apply the cost of the repair toward a replacement with Safelite if a customer isn’t satisfied with the results or if the repair fails.
Our notes indicate that you were quoted an inshop replacement cost of $161.95 by our Charlotte, NC Safelite location. If you would like to take advantage of that offer, please contact that location to schedule an appointment. If you would prefer not to use Safelite for the replacement, as a one time courtesy, we would be able to refund the $108.48 you paid for the repair back to the credit card you provided at the time of service.
Again, I apologize that the windshield repair didn’t meet your expectations. Please contact our Executive Service team at 1-866-212-5457 or respond through the Revdex.com to let us know how you would like to proceed.

I’m very sorry that your request for reimbursement of the amount you paid out of pocket for the windshield replacement on your 2013 Land Rover LR4 was not processed in more promptly.
 
A member of our Executive Service team has been in contact with you and the department that handles...

the reimbursement requests. Our records indicate check number [redacted] the amount of $816.91 was mailed to you on Friday April 3, 2015. We generally ask that you allow 7-10 business days to receive the check in the mail.
 
Again, I apologize for the delay in handling your reimbursement request. Please feel free to contact us if you need any additional assistance.

Dear Mr. [redacted], I’m very sorry that our attempt to repair the windshield of your 2015 Ram Pickup did not meet your expectations. While we do have a very high success rate with our repairs, there’s no way to tell with any degree of certainty how the already damaged glass will react to the...

repair process. Therefore, we do provide a money back guarantee for repairs. If the repair fails or if you just aren’t happy with it, Safelite refunds whoever paid for the repair. In your case, your insurance company paid for the repair. Because replacement is the only option, the replacement will be subject to the $500 deductible you have for comprehensive coverage. I understand that this is an expense you hadn’t planned for. I have been authorized to cover $150 of your $500 deductible if you schedule a windshield replacement with Safelite AutoGlass. If you would like to accept this offer, please contact us to schedule the replacement at ###-###-####. Again, I apologize that the repair attempt wasn’t more successful. We appreciate your business and hope to continue to be your first choice for auto glass repair and replacement.

I’m very sorry that the windshield repair we performed in April of 2013 on your 2002 Ford F250 has recently failed and cracked further. Attached is a copy of the money back guarantee that applies to our windshield repairs. While our windshield replacements come with a national lifetime warranty for the materials and workmanship, our repairs come with a money back guarantee.
 
The repair process is an attempt to prevent the damage from growing larger and avoid replacement of a damaged windshield. As stated in our policy regarding repairs, if the damage does spread or if you are just unhappy with the repair we will refund the cost of the repair to the paying party. The replacement would be subject to any deductible on your insurance policy or it would be an out of pocket expense.
 
Again, I apologize for any misunderstanding regarding our policy for windshield repairs. If you would like to move forward with the windshield replacement with Safelite, please contact us and we will check for any additional discounts that may be applied to help with the cost of the windshield. Safelite does appreciate your business.

I do apologize that our technicians are unable to quote pricing to customers. There are some features that may or may not be on the 2014 Dodge Dart that will determine which part number is the correct windshield. A representative at the local shop would be happy to provide you with the best price possible for a replacement windshield. We will not agree to provide a replacement windshield at no cost to you.
As previously stated, our technician followed Safelite policy when informing your daughter there was a small chance that the windshield may crack further. That policy doesn't change based on any demographic information regarding the individual customer. At that point she gave consent to proceed with the repair. She could have asked about the cost of the new windshield or who would be responsible for that cost, but she didn't. While the technician couldn't have personally provided the cost for the replacement windshield, he could have advised how to get a quote or contacted his manager to assist with a quote.
Again, we would like to be able to install a new windshield on your vehicle. In order to let you know what the best possible price would be for that installation, we need some additional information. Please feel free to contact your local Safelite location or call 1-866-212-5457

The damages that Safelite took picture of I am not disputing those damages except for the ding on my rear door that was done by the technician. I will send you pictures. Also [redacted] insurance can verify that I wreaked my car in the front and they fixed it. The only reason the manager cancel to fix my car is because he thought I was getting smart with him. All I want is my car fixed. Thank you.

Dear Ms. [redacted], I’m very sorry that there was damage to your dash and your sensors aren’t working properly after we replaced the windshield on your 2007 Mazda 3. We were first notified of the issues on October 21, 2016 and we were able to view the vehicle on October 24th.Our records show that...

the Safelite manager spoke to you on October 27th and you were to fax him details of all the issues that needed to be addressed. In speaking with the Safelite location today, I was advised that we did receive an estimate for the dash damage. The location will be faxing that paperwork to the Corporate office. We will be in touch with details on how to proceed with the repairs. There was no mention of additional issues regarding your sensors. If they are not working properly, please let us know and Safelite will correct those issues under warranty.Again, I apologize for the damage to the dash and any other problems that you are experiencing due to our work. Please feel free to contact our Executive Service Team at ###-###-####.

Dear Ms. [redacted],I’m very sorry that you are experiencing a water leak after we replaced the windshield on your 1984 Chevrolet Corvette. I reached out to the local Safelite shop and was advised that we are ordering the replacement weather stripping that you need. This is being covered by our...

National Lifetime warranty at no cost to you.Once the part arrives, the Safelite location will contact you to arrange a time to install it for you. Again, this is part of our warranty and there will be no charge to you. Dealer parts generally take about 5-7 business days to receive and you will be contacted after it arrives.I apologize for any misunderstanding. Safelite does appreciate your business.

I’m sorry that there was a misunderstanding about our money back guarantee for the windshield repair we performed on your 2002 Ford F250. Your concerns were forwarded to the Operations Manager in your area for further consideration.
 
As a courtesy, Safelite will be happy to replace your windshield at no cost to you. One of our representatives left a message for you on March 20th asking you to contact our Executive Service team at 1-[redacted] to schedule the replacement. Once we hear from you, we will be able to schedule this complimentary service for you.
 
Thank you for being a valued Safelite customer.

Dear Ms. [redacted], I’m so sorry that the wiper arm and wiper transmission were damaged as our technician was preparing to replace the windshield of your 2006 Chevrolet Cobalt. While I’m sure this wasn’t intentional, I know this put you in a bad situation heading into a holiday weekend. I’m...

glad that you were able to obtain a rental vehicle while we were awaiting the arrival of the replacement parts. Since driving is vital to your job it was necessary for you to have a vehicle that had functional wipers. I do see that the parts have been received and you are scheduled to have a technician come to you to complete the work on Saturday September 10th between 8:00am and 12:00pm. I trust that all will go well. If you have any concerns or questions, please feel free to contact our Executive Service team at ###-###-####. We are available Monday-Friday 8AM to 8PM eastern time and Saturday 9AM to 1PM eastern time. We are not available on Sundays.

I’m very sorry about the issues concerning the windshield replacement we did on your 2007 Dodge 1500 pickup. The root cause of the issue was the representative that took the information to perform work on your personal vehicle entered it using your employers account number. That caused a $0...

balance to show on your paperwork because your employer has a billing account and nothing is collected at the time of service. According to our notes the billing issue was brought to resolution on September 25, 2014 when you spoke with a supervisor in our Commercial Credit department. You have received a refund of the entire amount back to your credit card. You were emailed a receipt showing the refund to your account. Again, I apologize for the inconvenience that the error caused. We greatly appreciate your business at Safelite.

I’m
terribly sorry for the inconvenience you experienced regarding the warranty
appointment for your 2006 Toyota Sienna. I understand it can be frustrating to
have to provide documentation for work that was done in the past. The
documentation requested is to confirm that not only [redacted] did the
installation but to confirm that the vehicle, VIN and customer information on
the original receipt matches the information for the warranty request.
I
do see that we were able to provide the warranty service for your vehicle and
you will continue to have a National Lifetime warranty on your 2006 Toyota
Sienna through Safelite, for as long as you own the vehicle. I apologize that
the entire process did not go as smoothly as we would like. We continue to look
for ways to improve our customer’s experience and bringing this to our
attention will help us to do so.
We
greatly appreciate your business. If we can be of any assistance in the future,
please let us know.

I’m very sorry to hear that one of the chips our technician repaired on your 2005 Mini Cooper has cracked out and your windshield now requires replacement. When our technicians locate additional chips on a windshield it is common practice to fix all chips located, even if the insurance claim only shows one. In most cases this is a benefit to the customer and the insurance company because previously unnoticed damage gets repaired.
 
Our repairs have a high rate of success but there is no predicting how a repair will respond to the process in the short term or long term. Therefore we have a money back guarantee stating that if the repair fails or is otherwise unsatisfactory, we will credit the paying party for the repair and the replacement would be subject to your deductible or out of pocket.
 
If you are interested in replacement with OEM glass, there may be an additional cost to you. The quote you received was for aftermarket glass and not OEM glass. If you would like an updated quote for windshield replacement, please feel free to contact us and we will provide the best pricing possible.
 
Again, I apologize for the inconvenience. We do appreciate your business at Safelite.

I show that we did issue a refund check to the consumer on June 13, 2016. The check number is [redacted] in the amount of $100. As of today, the check hasn't been cashed. We do advise customers to allow 7-10 business days to receive the check. If the consumer hasn't received the check by June 27, 2016; we can do a stop payment and reissue the check. The mailing  address for the check is the same as the customer indicated in their previous response. If there's anything else I can assist with, please let me know.
Thank you,
Nancy S[redacted]
Safelite Executive Service Team

Dear Ms. [redacted],
 
I’m very sorry that there was damage to the hood of your 2014 BMW X6 when we replaced the windshield. I understand your frustration with the delays in getting the payment to [redacted] Auto Body for the repairs. The system they use to process credit card payments isn’t...

compatible with many credit cards. Unfortunately, that includes the system generated credit cards we use.
 
The local shop did submit a check request on June 15, 2016 but it was never processed. Our Accounting department has just updated the process for check requests which may have caused the request to be lost in the system. I truly apologize for that.
 
I spoke to both the Safelite shop and to the body shop and we are sending a check overnight to the Safelite location in Bridgeport, CT. The manager will then hand-deliver the check to [redacted] Auto Body. The check for the full amount of the repairs should be received by the body shop on or before Monday July 18th.
 
Again, I apologize for the delays and inconvenience you have experienced. If you have any further questions or concerns, please contact our Executive Service team at ###-###-####.