Safelite AutoGlass

I’m very sorry to hear that the recent windshield repair on your 2011 Nissan Maxima has cracked out and your windshield now requires replacement. 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....

Nor can anyone guarantee that a chip repair will never crack further. I have attached a copy of our warranty, which includes our money back guarantee for repairs. If a repair fails or is 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 waives 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. The full replacement cost of the windshield would be $308.95 plus sales tax, disposal and mobile fees. As a courtesy, we would like to offer to replace your windshield for an all inclusive price of $250.00 with no additional cost for us to come to you. Feel free to contact us at 1-866-212-5457 if you would like to schedule the installation.
Again, I apologize that the repair attempt wasn’t more 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’m very sorry for the damage to the windshield wiper and wiper transmission after Safelite replaced the windshield on your 2006 Mazda 3. We do provide a Nationwide warranty for as long as you own the vehicle. If you could provide the receipts for the parts you purchased, we...

would be happy to send you a check for the amount you paid.
I also checked on the invoice for the windshield repair that we couldn’t perform. The job was invoiced in error and your insurance company has been credited the amount of the repair toward the windshield replacement, as indicated on the attached invoice.
Again, I apologize for the damages and the inconvenience you experienced. We do appreciate your business and it’s our goal to bring this issue to a satisfactory resolution in a timely manner.

Dear Mr. [redacted],
I’m terribly sorry about the damage to your 2012 Ram 2500 pickup when our technician removed the windshield. I know that you had a number of additional issues which caused you considerable frustration and inconvenience. In your conversation with Nancy from...

our corporate office today, we have agreed to reimburse you in the amount of $385.00 for the expenses you incurred. Again, I apologize for the negative experience. Safelite does appreciate your business. If there is anything we can assist with, please let us know.

In an attempt to rectify this issue, Safelite would be more than happy to absorb $150 of your $250 deductible, you will only be responsible for $100. A member from our Executive Service team contacted you today to advise you off this. Unfortunately, you informed us that you had the work done elsewhere.
 
If there is anything we can help you on with any future needs please let us know.
 
Have a great and wonderful day!

Dear Ms. [redacted],
 
I’m very sorry that the windshield repair that we performed has cracked out. I would be happy to address the issue if you could provide the year, make and model of the vehicle. Based on the information provided I was unable to verify what vehicle this is...

regarding.
 
While we do have a high success rate for our windshield repairs, there is no way to determine how the already damaged glass will respond to the repair process. I have attached a copy of our warranty which outlines the money back guarantee provided for windshield repairs. What it states is that if you are not satisfied with the repair or if it ever cracks out, Safelite will credit the paying party for the repair. If insurance paid for the repair the credit would go to them and the cost of the replacement would be subject to any comprehensive deductible on the policy. If the repair was paid out of pocket, it would be applied toward the replacement cost of a windshield with Safelite or toward the comprehensive deductible.
 
Again, I apologize that the repair has cracked out. Please feel free to contact our Executive Service Team at ###-###-#### with the vehicle information to discuss this further.

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

We spoke to the consumer at 4:33pm today and advised that we are replacing the windshield at no cost to him. The glass is on order and the shop will call to schedule the installation as soon as it is received.
It appears that this was filed after we already resolved the issue exactly as the...

consumer requested.

I’m very sorry to hear that immediately after we replaced the windshield on your 2000 Chevrolet Express Van, you noticed new damage. When the damage was inspected, it was determined that an object had hit the windshield and caused the damage. Attached is a picture of the damage taken by one of our...

technicians. The picture clearly shows an impact point. This is not something that Safelite could have prevented nor are we responsible for the damage.          
 
We do understand how frustrating this must be for you. We 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 replaced. Unfortunately, there is no predicting when something may hit and cause damage to your vehicle’s glass. We do appreciate your business and hope to be able to assist you with another windshield replacement.

I’m so sorry that our attempt to repair the windshield of your 2006 Chevrolet Colorado wasn’t successful and the windshield cracked completely. While we do have a very high success rate with our repairs, there is no way to tell with any degree of certainty how the already...

damaged glass will react to the repair process.
 
A member of our Executive Service team contacted you on October 12, 2015 and as a courtesy; Safelite has scheduled a no cost windshield replacement for you to occur on Tuesday October 13, 2015. I do apologize for any miscommunication and inconvenience you have experienced. Safelite does appreciate your business.

Dear Ms. [redacted],
 
I’m very sorry for all the issues and miscommunications regarding the glass work on your 2005 Hyundai Sonata. A member of our Executive Service team spoke to you today and confirmed that all warranty work has been completed to your satisfaction. Also, as a courtesy for...

your inconvenience we are reimbursing you $50 of the amount you paid for the installation. You will receive this as a credit to the card you originally provided to pay for the work. You should notice the credit within 3 business days.
 
Again, I apologize for your trouble and the delay in replying to your concerns. If there is anything else you need, please don’t hesitate to contact us. Safelite does appreciate your business.

I have reviewed the response made by the business in reference to complaint ID 10196644, and find that this resolution is satisfactory to me.

I’m very sorry that our attempt to repair the damage to the windshield of your 2015 Hyundai Sonata wasn’t successful. Although 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.
 
As a one time...

courtesy, we have agreed to replace the windshield at no cost to you. We have an appointment scheduled for a technician to replace your windshield tomorrow, August 10th, between 8AM and noon. You will owe nothing for the replacement.
 
Again, I apologize that the repair wasn’t successful. Although our technician did nothing wrong to cause the glass to crack out, we appreciate your business and want to keep you as a customer. If you have any questions, please feel free to contact us at ###-###-####.

Dear Mr. [redacted],I’m very sorry about the damage that occurred to your 1994 Eagle Talon after we replaced the windshield for you. You have been working with a member of our social media team who has been in touch with the Safelite Operations manager. From the notes on file this is what has been...

determined and the resolution that has been agreed upon.The hood pins were an aftermarket modification you made to the vehicle and not a factory standardYou were advised by Safelite and understand that due to the modification from the factory specifications, you should have verified before driving the vehicle that everything was replaced correctlyYou are filing a claim with your insurance company to make the necessary repairs to your vehicleAs a courtesy, Safelite has agreed to pay your insurance deductible for this claimAgain, I regret that this occurred and I’m glad that we were able to work with you to bring about a satisfactory resolution.

Safelite Autoglass technician broke the windshield. "Small chance of damage windshield" does not give the business excuse for its failure to deliver its promised service. It's televised commercial advertisement does dot state the repair work has a chance to make a small dot into a big crack and the customer to be responsible for it, It's misleading consumers. This is not an honest business.Furthermore, even as the business Disputes, it is 100% chance of breaking my windshield. I observed the technician, [redacted] was doing. He pouched the windshield with a metal tool carelessly.  That does not feel a safe way to repair the glass to me. He failed to explain how to repair before he broke my windshield. In this case, I believe it is like healthcare, there is always chance of poor outcome with a certain treatment and doctors routinely inform patients. However, when the poor outcome does occur the doctors are liable for it. This is the norm. Safelite auto glass is responsible for breaking my windshield and should take full responsibility for the replacement. You broke my windshield, you replace it. Clean up your mess, be responsible for your failure, and keep your promise like your TV Ad!

Dear Mr. [redacted]
 
I’m very sorry for the issues you experienced regarding the back glass installation on your 1983 Cadillac Eldorado. In reviewing our notes and discussing the situation with the local Safelite management, we show that you signed a Release of Liability to accept $100 as...

compensation. I have attached a copy of the signed release. After you signed this release the agreed upon amount was increased to $300. We don’t have a copy of an updated Release of Liability reflecting that amount.
 
At this time, I could send you a new form reflecting the $300 amount. Once we receive the signed release, we can mail a check to you. If we don’t receive the updated signed release, the most we could send you is the $100 that you already agreed to accept.
 
Please feel free to contact our Executive Service team at 1[redacted] so that we may send you the updated Release of Liability and verify your mailing address.

I’m so sorry that you were given incorrect information regarding your insurance company providing payment for the windshield repair on your 2007 Hyundai Sonata. After reviewing the calls, it was confirmed that after you received a collections letter a representative advised you had a $0 deductible...

without contacting the billing department first.
 
I apologize that the communication of this error was not done in a timely manner and you have continued to be subject to collections activity. I have advised our billing department to remove the invoice from collections and the cost of the repair will be absorbed by Safelite.
 
If you have any further questions or concerns, please feel free to contact our billing department at ###-###-####.

We attempted to contact the customer but unfortunately have not heard anything as of yet. Here is the response:  I’m very sorry to hear about the water leak and other issues you are having since the windshield installation on your 1993 Dodge pickup D-250. In reviewing our notes and...

after contacting the manager of our Fort Worth, TX location, we would like to schedule an in shop warranty appointment so that we can perform a thorough water test and view the damages you mentioned. Based on your zip code, we have two locations in your vicinity. The first is at 5649 Rufe Snow Dr. in N. Richland Hills, TX and the second is located at 2411 S. Cooper St. in Arlington, TX. Please contact our Executive Service team at 1-866-212-5457 so we can schedule the no cost warranty appointment at your earliest convenience. Again, I apologize for this situation and look forward to scheduling the warranty appointment and resolving your concerns

I’m very sorry that our attempt to repair the windshield of your 2013 Honda Accord 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 records show that we were able...

to provide a replacement windshield at no cost to you. The installation was performed on Saturday March 19, 2016 at our home address. I’m glad that we ere able to reassure you of your families safety and install the windshield at a time that was convenient for you.
Again, I apologize that the repair wasn’t successful. Safelite does appreciate your business. If you have any additional questions or concerns, please feel free to contact us. We’ll be happy to help.

Dear Mr. [redacted]
 
I’m terribly sorry about all the issues you have experienced regarding the windshield on your 1998 Buick Park Avenue. This is not typical of the service that Safelite provides and we understand your frustration.
 
We do have a rearview mirror cover on order for...

your vehicle and expect it to arrive around Monday December 22, 2014. As soon as it arrives, you will be contacted by the local Safelite shop to schedule a time to install a new windshield and replace the damaged rearview mirror cover.
 
As a gesture of customer satisfaction we would also like to send you a check for $50.00 for your inconvenience. We have attempted to verify your mailing address by phone and email and as soon as we do that we will submit a check request. Please allow 7-10 business days to receive the check once we verify your mailing address.
 
Again, I apologize for the negative experience. We greatly appreciate your business and your understanding.

Dear Mr. [redacted],I'm very sorry to hear that you had to pay for repairs after you purchased a vehicle in July. Because I have no specific information to locate the installation nor do I have any vehicle information, I can only respond in general terms. If you could provide the vehicle information...

including the VIN, I can address your concerns more specifically.The reason that Safelite is denying your request to reimburse you for repairs is primarily because our warranty is not transferrable. Once the vehicle was sold, the warranty terminated.Again, if you would like more details, I will need the vehicle information including the VIN.