Safelite AutoGlass

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

Dear Mr. [redacted],I'm so sorry that your 2014 Volkswagen Beetle was damaged in the Safelite parking lot. This incident has been turned over to our risk management department for handling. Once the Safelite location provides the paperwork, you will be contacted by a member of that team about the...

claim. At this time we are unable to provide you with any other information.

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

The issue is not resolved. 
Independent adjuster contacted me to see the vehicle.  He told me that he would come by that
afternoon to take a look at the vehicle while I was at work.  I have called back several times since,
leaving a voicemail each time attempting to confirm that: 1) the adjuster did
in fact see my vehicle and 2) that the adjuster was able to sufficiently view
the damage, since the damage is on the inside of the vehicle (I do not believe
that #2 can be done without getting inside the vehicle).  Voicemails where left on the following days:
11/5, 11/6, and 11/12.  I have yet to
hear back from the adjuster.
I have attached additional information regarding my
complaint.  I have attached the initial description
of events immediately following the incident, photos showing the damage immediately
upon receiving­­ my car back from Safelite, a before photo showing the rock
chip and the undamaged condition of the dashboard taken the day before visiting
Safelite, a signed statement from a friend who was in the vehicle immediately prior
to taking my car to Safelite stating that the dash was “pristine”, and a repair
quote from Toyota.
The fact of the matter is, my dashboard was damaged while
Safelite was repairing the rock chip. 
This is evident from the before photo showing the undamaged dashboard
and the signed statement from my friend who was in my vehicle right before driving
to visit Safelite.  If Safelite is unwilling
to admit fault and cover damaged, then I will be pursuing the matter in Washington small claims
court.

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.

Their response is unsatisfactory.  Their technician cracked my windshield and I expect them to make restitution for that.

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.

I’m very sorry for the delay in responding to your correspondence through the Revdex.com on December 16, 2014. I hope you had a wonderful holiday season.
 
One of our representatives had another conversation with [redacted] at [redacted] Ford on January 7, 2015. We were advised that the original water leak was not from the windshield installation that Safelite performed on your 2008 Ford F150 pickup. The water leak continued even after we replaced the windshield under warranty. The true source of the water leak was found to be a body seam, which [redacted] Ford repaired for you on December 22, 2014.
 
I’m glad that the cause of the water leak was located and repaired by [redacted] Ford. I hope that you won’t have any further issues. Because the body seam was the source of the water intrusion, Safelite is not liable for any of the damages to your vehicle.
 
Again, it’s unfortunate that you were dealing with the leak and subsequent damages. Safelite greatly appreciates your business. We would be happy to assist you with any future auto glass needs.

I
am very sorry about the inconsistent communication regarding the windshield
damage to your 2002 Ford Taurus. I understand your frustration with broken
promises to contact you about your concerns.
 It
appears that there may have been some misunderstanding about a 3rd
chip repair on the windshield of your Taurus. What appeared to be a 3rd
repair could have been nothing at all and should not have had any part in
resolving your concerns. The only factor that should have been considered is
that if a customer is not happy with a windshield repair or if the repair ever
fails, we provide a money back guarantee. What that means, is that whoever paid
for the repair would receive a refund and a replacement windshield would be
subject to any comprehensive deductible on your auto policy.
As
a gesture of customer satisfaction, we did offer to waive $150 of your $250
deductible if we replaced the windshield for you. This was not an admission of
any wrongdoing but a gesture of customer service due to the inconvenience you
had been caused. I regret that we were not able to reach an agreement, in a
timely manner that would allow Safelite to replace the windshield for you.
 I
want to reassure you that there was no intent to provide false information or
to cause you additional inconvenience or frustration. We do appreciate your
business and want to extend a sincere apology for not addressing your concerns
in a more timely fashion.

Complaint: [redacted]
I am rejecting this response because: I am not satisfied. It make no sense that the technician would tell me that he was 100% sure the crack wouldn't spread and for me to now have the amount of damage I currently have. Also, why would I pay progressive a premium every six month and they get refunded the money for a faulty repair while I am stuck paying out of pocket for a whole new windshield? The "courtesy" price for $250 to repair my windshield isn't a courtesy at all. The first response you sent to Revdex.com stated it was $308 and you would knock it down to 250 now you're saying it $100 off. I have found a reliable company to repair my windshield at a lower cost than you have offered and will have the repair completed once I return from sea.

I am rejecting this response because:I tried calling several times that day. Not just once. This Dirk was supposed to checking into it and never called back. Repeated calls after that I was told he wasn't working there then told different time he went home. Repair means fix. It was NOT clear per your scripted verbiage, not everyone is in on the industry terms. I asked for it to be fixed and he stated when Windsheild are fixed we recommend wipers at the cost of $37.50, which I said I'd pay. All of this hassle and complete lack of customer service by the tech that refused to let me speak to person on phone to the mess with Dirk and crew I reject your conclusion. 
Regards,
[redacted]

Dear Mr. [redacted],
I’m very sorry that your rear view mirror was damaged during the windshield replacement on your 1999 Toyota Land Cruiser. In researching your concerns, it was found that the rear view mirror did arrive for the December 24th appointment but another part was needed before it could...

be installed. I apologize that this information wasn’t communicated to you.
The base for the rear view mirror is enroute from the dealership and is expected to arrive on or about December 31st. As soon as the part arrives, you will receive a call from the Safelite shop to schedule a time to install the rear view mirror and the base.
Again, I apologize for the damage and the lack of communication. We should be able to rectify this issue within the next few days. Safelite does appreciate your business and we wish you the best for the New Year.

Dear Mr. [redacted],
I’m very sorry to hear that you have new damage to the windshield that Safelite replaced on your 2008 Nissan Frontier in April of 2014. Safelite does indeed provide a National Lifetime Warranty against defects in material or workmanship as long as you own the vehicle. An...

object striking the windshield which causes new damage is not covered by this warranty. I have attached a copy of the warranty for your records. What the warranty covers is water leaks, air leaks, issues with moldings, defects in the glass itself or our installation. Objects striking the windshield are completely outside our control and not covered by the warranty.
I understand your frustration with having to replace your windshield again after only a year and a half. Replacing a windshield is an unexpected and generally unplanned expense. We would be happy to work with you to determine if there are any promotions in your area that may save you some money on the cost of the windshield replacement.
Again, I regret that you have new damage to your windshield. Because this is not due to a defect in the materials or workmanship, it is not covered by our warranty. If you would like a quote for a replacement windshield from Safelite, please call our sales department at ###-###-####. Safelite does appreciate your business.

I am rejecting this response because of several reasons.  Please see my response below.    1)  The below statement from the Safelite response is false: "When you contacted our Executive Service team on January 6, 2015 you advised a representative that something off the side of the road hit and chipped your windshield." I said no such thing.  In fact, I said that something MAY HAVE hit my windshield, but given the size and location of the initial chip/crack, I could not be certain.  I also re-stated this for Safelite in my complaint. Please see this language in my complaint:  On January 5, 2015, my windshield may have been hit by another road hazard, which I cannot confirm because I did not see it or hear it. No one from Safelite was in my vehicle at the time of the incident, and therefore, Safelite cannot prove that this incident was caused by road damage either. 2)  Safelite is taking no steps to prove/disprove that this incident was NOT a direct result of defective materials and/or workmanship defects. I did not witness the windshield installation, therefore, I cannot say what practices were utilized by the technician. What I can say is that the initial defect occurred nearly to the seal of the windshield replacement, therefore, I feel workmanship and/or product deficits are a very real possibility for the cause of this incident. If Safelite is going to claim that this incident is not covered under the lifetime warranty against ALL workmanship and product defects, then it is incumbent on Safelite to review the windshield and the damage with an objective party using validated measures in order to prove this. Otherwise, Safelite is providing an excuse for why they are refusing to stand behind their product and their promises to their customers. 3)  Since I am going to be held financially liable for the poor workmanship and/or substandard materials of Safelite anyhow, I will be replacing the windshield with a Safelite competitor, such as Freedom Auto Glass or Integrity Auto Glass. Now that this incident has occurred, I have had the opportunity to speak with several acquaintances who have experienced incidents requiring windshield replacement, and several of them have advised against using Safelite. They did, however, speak far more highly of Safelite competitors. I will not be using Safelite again for windshield replacement, and I will be certain to advise anyone I know in a similar situation against it in the future.

I’m so sorry 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 or out of pocket cost would apply.
After reviewing your file I see that a member of our Executive Services Team reached out to offer you a $100.00 off your deductible. We have attempted to contact you twice and left this on your voice mail.   If you would like to accept this offer, please contact our Executive Service Team at 866-[redacted].

When I first brought the car in I was told THERE WAS NOT AN IMPACT POINT!  The day of the appt I was not even out of the car and the very rude manager pressed down on the windshield which made the crack longer. And was told there was an impact. What kind of customer service is this? Now the crack is in my view of drving wasnt before and how within 4 days can a decision be made without the car being present,  first employee made the appt. Under warranty. Because he said it WAS COVERED .Now it should just be replaced for principal causing me all this stress because your company doesn't seem to know what they are doing

THE LAST INSTALL WAS DONE ON 12-18-13 AND THE AGAIN THIS MONTH.

Dear Mr. [redacted],I’m very sorry that the chrome part of your windshield molding was damaged when we replaced the windshield on your 1976 Ford F Series pickup. In reviewing the details of this ongoing issue, it appears that you did receive our reimbursement check in the amount of $64.71 for the...

cost of the chrome trim that you purchased.
Due to the unique nature of your vehicle and the fact that we were not able to complete the work to your satisfaction, Safelite feels that your best interests would be served by having the installation redone by a company that specializes in glass installation for vehicles such as yours. For that reason, we have offered to refund your insurance company what they paid us for the glass installation. That would allow the same claim to be reassigned to another glass provider that is experienced in replacing glass on classic vehicles. We did reimburse you for the damaged chrome trim and the installation would be done by whatever glass provider you chose to redo the job for you as part of your claim.We do believe that having a different glass company of your choice redo the entire installation is in your best interest. If you would like to discuss this further, please call us at ###-###-####.

I am rejecting this response because: You broke it. If your practice/procedure is a 50/50 chance it will work, you should compensate the owner of the vehicle. Not the warranty holder. Civil court is the next step.
Regards,
[redacted]