Safelite AutoGlass

Dear Mr. [redacted],
 
I’m very sorry about the discrepancy in the part needed for your 2014 Ram Pickup. In reviewing our records we do show that you were quoted for a stationary piece of glass and not the power slider that is needed. When a member of the quality team reviewed the call, it...

was determined that the information you provided indicated that the glass was stationary.
 
On June 30th and July 6th we do have record of you requesting permission to hear the recorded call. That request was submitted to our Sales department and we are awaiting a response. It can take 7-10 business days to receive a response. I do apologize for the inconvenience this is causing.
 
Once we have the discrepancy resolved, if you want Safelite to replace the power slider for you, we will be happy to do so. Because of the complexity of this installation, it must be done in a Safelite shop. We are not able to provide this service on a mobile basis. The replacement requires multiple technicians, can take most of the day to do and requires removing rear seats to access the wiring for the power slider. When Safelite does the installation, we do clean up as much broken glass as we can and we clean the exterior glass on your truck. A car wash is not included in our service.
 
Again, I apologize for the discrepancy. Once we hear from our Sales department about your request to listen to the call, we will be back in touch with you. In the meantime, please feel free to contact our Executive Service team at ###-###-#### with questions or concerns.

Safelite Auto Glass contacted me and resolved the issue. They agreed to take the glass out without making me sign a waiver, and if they broke it while attempting to remove it, they agreed to reimburse me the amount my receipt shows I paid. They ended up successfully removing the glass and are coming...

this afternoon to install it on my car. They handled this extremely fairly.

I am rejecting this response because:My dash has a mark on it to nothing said about that. Why can't they get someone to fix my problem instead of me trying to find out how much it will cost to fix it. I live way out in the country and they should get some one to come out and fix it and order the vent from ford to put it in. The felt on the inside molding needs to be replaced and fix the scuff mark on my dash and replace the small vent that they broke on my dash. 
Regards,
[redacted]

Dear Mr. [redacted],I’m very sorry for all the issues you’ve experienced since we replaced the back slider on your 2008 Dodge pickup.First, I apologize that the request to refund the $396.82 back to your credit card fell through the cracks. The refund request was submitted long ago and never got...

processed. I have attached confirmation of the credit to your card and you should see the credit within 3-5 business days.The issue of the glass is a bit more complicated. The glass we installed is an aftermarket part. You have requested only OEM glass to be installed and it has been on national backorder for nearly a year. Tonie did offer to replace the glass with another aftermarket part which is the only one available, fix the water leak, and take care of the rear panel all under warranty and you declined.We don’t want you to have to deal with these issues for an indefinite period while we continue to wait for OEM glass which may or may not become available. We would like to work toward a resolution so you may enjoy your truck again. When discussing options with the field management they seem to be limited. The first option being, have Safelite replace the glass with what is available now, fix the water leak, and have the rear panel repaired or replaced as needed. Another option would be, if you want to have another provider or the dealer fix the issues; you could get an estimate and provide it to us for review. I assure you no Safelite associate is trying to avoid correcting the issues. We have accepted liability for the water leak and the rear panel damage. The stumbling block is that the OEM glass that you want installed isn’t available and the available glass isn’t acceptable to you. We do look forward to hearing from you as to how you would like to move forward. Please feel free to contact our Executive Service team at ###-###-#### regarding these issues.

I am rejecting this response because: The windshield leaked because Safelite installed the windshield improperly . The installation date was in April 2016 and I discovered the leak in early August 2016 . I have no way of knowing how long it had been leaking . This concerning me regarding any long term damage to electrical issues in the future .Regards, [redacted]

I am rejecting this response because: the damage was done by Safelite AutoGlass. And I don't feel like I should take a $750.00 lost for their mistake.
Regards,
[redacted]

Dear Mr. [redacted],
 
I’m very sorry that we weren’t able to complete the windshield installation on your 1994 Ford F250. In reviewing the notes and speaking with the Safelite shop, I was able to determine that the reason we were unable to complete the work was that your vehicle has extensive...

rust in the installation area. The rust has perforated through the metal so that will need to be fixed by an auto body specialist before the new windshield can be installed.
 
At the time the old windshield was removed, you were advised that the rust needs to be corrected before we can install a new piece of glass. Safelite didn’t do anything to cause the rust so we would not be responsible for repairing it. We would also not be responsible for any damages to the interior of the vehicle or lost work time due to the delay in getting the rust removed and any holes in the metal frame repaired.
 
Again, it is regrettable that the body rust in the windshield installation area is preventing us from completing our job. We would be happy to proceed once the damage is corrected and we can safely perform the work. If you have any further questions or concerns, please feel free to contact us at ###-###-####.

I’m very sorry that you haven’t received the refund you were promised regarding the windshield installation on your 2010 BMW X3. In reviewing our records I did locate the signed Release of Liability we received on March 16, 2015 but I didn’t see verification of your mailing address.
 
On April 6, 2015 we did process a check request for you in the amount of $435.59. The check will be mailed from Columbus, Ohio and you should receive it within 7-10 business days.
 
Again, I apologize for the delay in issuing your refund. If you need additional assistance, please feel free to contact our Executive Service team at 1-[redacted]

I am rejecting to supply more information.  My issue has not been resolved as of yet.  [redacted], 2011 Honda Civic Vin: [redacted]  WO#: [redacted]Technicians name was Ervin TechNumber [redacted]Also the receipt stats my car has been vacuumed and the exterior windows have been cleaned. This did not happen at all.
Regards,
[redacted]

Dear Ms. [redacted],
I am sincerely sorry that you are not happy with the service you received from us regarding the windshield damage on your 2009 Dodge Grand Caravan.
As has already been explained to you, the repair process is an attempt to restore the structural integrity to the vehicle’s windshield and avoid breaking the original factory seal around the windshield. If the repair is not successful or if it is not to your satisfaction, the only option is replacement of the windshield. We do provide a money back guarantee with our windshield repairs. What that means, is that whoever paid for the repair would be credited back the cost of the repair if it fails. Replacement of the windshield would be subject to any comprehensive deductible on the auto insurance policy.
I understand that what concerns you most is that you feel that you should have received a more thorough explanation of the repair process and what type of warranty or guarantee was provided. When the original appointment was scheduled, you should have been advised that if the repair was successful your deductible would be waived. Also, that your $500 deductible would only apply if the windshield required replacement. In addition, before the technician started the work, you should have been advised that there was a possibility that the damage could get worse due to the repair process.
I do see that on August 1, 2014, the Safelite shop offered a discount of $60 toward the replacement cost of the windshield. If we were to send out a technician to view the repair, there wouldn’t be anything that could be done. The fact remains that if you are not happy with the repair, the only option is replacement of the windshield.
Again I apologize for the failed repair and the frustration you have experienced. We do appreciate your business at Safelite and we will be here in the future if you need assistance.

Dear Mr. [redacted],
I’m very sorry about the air leak and difficulty getting a technician out for a warranty appointment for your 2014 Hyundai Tucson. A member of our Executive Service team contacted you on July 23, 2015 and confirmed that Safelite will be crediting the entire amount you paid for...

the installation, $420.03. Once we receive the signed release of liability that was emailed to you, you should see the credit to your account within 3-5 business days.
Again, I apologize for the inconvenience and frustration.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I have attached the preliminary estimate from Lexus of Tampa Bay.  The repairs are scheduled for 06/21/2016.

I just want to let the better business know that you said you were late in replying and to give your finding.Note you guys did not reach out to me regarding the leak until I contacted the Revdex.com. Yes last week I was contacted and you guys set up an appointment to check out my car and found out then it wasn't the windshield leaking.All I ever asked for was to have it check out!My problem with Safelite is I reach out more than twice to ask to have my car checked out, the leak did not start until after the windshield was installed so I thought that's  were the leak was. I stated that when I called and asked for an appointment to have my car check out because Houston was getting much rain and my care was getting we.The customer service I received( prior to the appointment) was awful, they were very rude, if someone could have just looked at my car it was have saved my car of two weeks of rain in the inside.I will say the Humble office that contacted me last week was very professional.I do not want anything else from Safelite, please note I also will never do business with Safelite again.

DEAR MR. [redacted], 
I'M VERY SORRY FOR THE DELAY IN RESPONDING TO YOUR MOST RECENT MESSAGE SUBMITTED TO THE RevDex.com. AFTER REVIEWING YOUR ACCOUNT I SEE THAT THE BACK GLASS WAS REINSTALLED IN YOUR DODGE PICKUP 150 ON JUNE 13TH 2016 AS A ONE TIME COURTESY. YOU HAVE A...

NATIONAL LIFETIME WARRANTYTHAT COVERS DEFECTS IN THE MATERIAL AND WORKMANSHIP. THE WARRANTY DOES NOT COVER NEW DAMAGE OR  POINTS OF IMPACT. I AGAIN WANT TO APOLOGIZE FOR THE INCONVENIENCE THIS MATTER HAS CAUSED TO YOU.
IF YOU HAVE ANY QUESTIONS OR CONCERNS PLEASE FEEL FREE TO CONTACT OUR EXECUTIVE SERVICE TEAM AT###-###-####. 
SAFELITE WE DO APPRECIATE YOUR BUSINESS AND LOOK FORWARD TO WORKING WITH YOU IN THE FUTURE.

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 will go to ford and see what they want to do and get a price for them to replace vent and see what the they can do with the dash and the felt on the molding between the front wind shield and the drivers side window. I will get back to you on the price. [redacted]

I’m very sorry that the windshield repair we performed on your 2011 Chevrolet Cruze has cracked further. While the success rate of our repairs is approximately 95%, when a windshield is damaged by a rock there is no way to guarantee how successful the repair may be. The purpose of a chip repair is to restore the structural integrity of the windshield in order to prevent or delay the need for a windshield replacement due to the initial damage. Attached is a copy of our warranty information which you would have received at the time of service. This information is also available at our website, www.safelite.com.
In the event that a windshield repair is unsuccessful or visibly unpleasing, Safelite will credit the amount paid for the repair towards the replacement cost of a windshield. If insurance paid for the repair, the credit would go to the insurance company and the replacement would be subject to any comprehensive deductible on the policy.
Because the resin used to fill the damaged area of the windshield is harder than the glass, a repaired area can’t be repaired again. Drilling out the resin isn’t possible without causing further damage and adding resin on top of the existing repair would be completely ineffective. The only option is to replace the windshield. I do see that you have received a cash quote of $238.34 for the windshield replacement which includes the failed repair credit of $77.90. If you would like to schedule the replacement, we can certainly look at the possibility of an additional discount through the local Safelite location.
Again, I apologize that the repair is failing and that a windshield replacement is now necessary. Please feel free to contact us to schedule an appointment and determine if any additional discount could be given. We do greatly appreciate your business at Safelite.

Dear Mr. [redacted],
 
I’m very sorry that the attempt to repair the damaged windshield on your 2005 Honda Civic resulted in the damage getting larger. While we do have a very high success rate with our repairs there is no way to predict how the already broken glass will react to the repair...

process. I have included a copy of our warranty which includes our repair policy stating that in some cases the repair process may cause the damage to get larger and we are not responsible for that. If the repair fails or is not satisfactory, Safelite will credit the cost of the repair to the paying party. The replacement is subject to any comprehensive deductible on your policy.
 
I understand that you have a high deductible for glass replacement. We will be happy to work with you to offer the best price possible for a replacement windshield.
 
Again, I apologize that the repair attempt wasn’t successful. We would like to be able to replace the windshield for you but there would be a cost associated with it. Please feel free to contact our Executive Service Team at 1-[redacted] to schedule a replacement and we will work to provide you with the best possible price.

Dear Mr. [redacted],
 
I’m very sorry to hear about the missing molding and excess urethane that you noticed after we removed and reinstalled the windshield on your 2004 Jeep Wrangler while it was at the body shop.
 
Our records indicate that we are assisting you with this and you...

had a warranty appointment scheduled on Saturday June 20th, 2015 for one of our technicians to arrive sometime between 7:00am and 12:00 noon. If you have any additional questions or concerns, please call us at 1-[redacted]

On May 02, 2016 I took my 2015 RX450h to your shop in McAllen TX to get a small crack,less than 3", in the windshield repaired. Your agents filled 1/3 of the crack with solvent andleft the open end unfilled. This allowed the crack to continue to grow. By May 09, 2016 itwas over 1" longer than on May 02, 2016. I called your shop and took it in that day. Uponarriving I was repeatedly told I needed a new windshield and had been so advised on thefirst visit. This is untrue. The first visit on May 02 I was greeted, asked to take a seat andadvised my car was ready. If there had been any doubt to your ability to fix a small crack Icertainly would NOT have allowed you to touch my car. It was only when I said I wastaking it to another glass shop your agent said "OK, I'll fix it". He fixed it alright, fixed it soit couldn't be fixed and had to be replaced. He more than doubled the crack. I called youthe next day, May 10, 2016, and spoke with your agent Steve M[redacted]. He called the shop inMcAllen and said he had been put on hold for over 20 minutes. Apparently the shop didn'twant to talk to him either. Steve called me back later and said the shop never would talk tohim but he had called the manager who was in San Antonio due to all the hail damage fromthe recent storm and the manager would call me tomorrow. Omar called May 11, 2016asked me about my windshield. I related my story, see previous scenario, Omar said hewould get back to me. Later I received an email from the Revdex.com, whom I had contacted, withan offer to give me $100 off a new windshield. It didn't say anything about the type ormanufacture of the replacement. I had no alternative but to reject this offer. My researchindicated a windshield for my car cost from $195.00 to $539.00 depending on manyoptions. The next day May 12, 2016, Omar called me and said he would give me $125.00off a new windshield. When I pressed him for details he said the total would be $218.00 fora windshield with rain censor and heated windshield wipers. I insisted I didn't have heatedwipers but I would double check and get back to him, After close inspection and a phonecall to my Lexus dealer I called Omar the morning of May 13, 2016 and told him I had rainsensor only. Omar said he would check availability and get back with a new price. About2:00PM Abraham called and said they had the rain sensor only and would install it Monday.When I asked the new price Abraham said it was $218.00. When I questioned this priceAbraham only repeated they would install it Monday morning. When I asked who was themanufacturer, and all other questions Abraham's answer was they would install it Monday.As I was aware there were cheaper windshields available and I could not verify what youragent wanted to put in my car I rejected the offer pending further clarification. It has beenover two weeks and nothing from you. I have had the windshield replaced by one of yourcompetitors.I feel your agents tried to take advantage of an eighty year old man who seemed an easytarget by not properly fixing an easily repairable crack and compounding the problem bynefarious actions. Seems your agent didn't want me to take it to another glass shop untilhe had rendered it beyond repair.I await your response

Dear Mr. [redacted],Attached is a copy of the credit that was processed to your credit card. A member of our management team forwarded this to you on Friday October 14th by email as well. You should see the funds in your account no later than October 20, 2016. I do apologize for the delay in processing the credit to your account. If you have any further questions or concerns, please let us know at [redacted].Thank you for your patience and understanding.