Safelite AutoGlass

I am rejecting this response because: They have not repaired or replaced any of the damaged items on my vehicle. It has now been 5 weeks and I'm still waiting, this should be a priority for Safe-lite to fix their damage asap and not make we wait this long. My truck is a mess and they have yet to call me with a solution to make this right.  I'm the one who has been wronged and inconvenienced, some much for Safelights 100% guarantee!!!!! 
Regards,
[redacted]

I’m very sorry for the water leak and subsequent damages to your 2010 Chevrolet Traverse that occurred after we installed the windshield.
You have been working with a member of our Executive Service Team and we are reimbursing you or paying the vendor for all the damages that have...

occurred. We appreciate your assistance with copies of the documentation in order to bring this to a satisfactory resolution.
Again, I apologize for the inconvenience you have experienced. We do greatly appreciate your business. If we may be of additional assistance, please feel free to contact us at 1-[redacted]

Dear Mr. [redacted],
I’m very sorry to hear that our attempt to repair the damaged windshield on your 2007 Toyota Camry has failed. While we do have a very high success rate, there is no way to determine with any certainty how the already damaged glass will react to the repair process. Unfortunately,...

once an area has been repaired, it can’t be repaired again and replacement is the only option. Safelite does offer a money back guarantee with our repairs which is explained in the warranty information attached. To summarize the guarantee: if the repair fails or if the customer is just not happy with the appearance whoever paid for the repair will be credited the cost of the repair. The replacement would be subject to any comprehensive deductible on the customer’s policy or it would be an out of pocket expense.
Again, I apologize that the repair wasn’t completely successful. Please feel free to contact our sales department at ###-###-#### to see if there are any promotions in your area that may reduce the out of pocket expense for you. Safelite does appreciate your business and we wish you the best during this holiday season.

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'm very sorry for the damage that occurred during the windshield installation on your 2013 Chevrolet Sonic. Our records show that another Safelite representative has already been in contact with you about all your concerns. As a result, You will be receiving a refund of $125.00 which represents...

half of the deductible you paid for the installation. We are also paying for the body damage caused and supplying you with a rental vehicle while yours is being repaired. On Tuesday 1-12-16 a Safelite technician will be out to correct the issues regarding the installation of your rear view mirror.
Again, I apologize for the damages to your vehicle. We do appreciate your business at Safelite and thank you for your patience while the repairs are taking place.

Dear Ms. [redacted],
I apologize for the issues and frustration you have experienced surrounding the attempted repair of the windshield on your 2009 Dodge Grand Caravan.
In a conversation with one of our representatives on September 24, 2014; you indicated that any reply that would cause you to incur out of pocket costs for a windshield replacement would not be acceptable to you. As a gesture of customer satisfaction, we are able to offer to replace your windshield at no cost to you or your insurance company. We would be able to schedule the work inshop at one of our Safelite locations in your area. A voicemail message with this information was left on your phone number, ###-###-####, today.
If you would like to schedule the windshield replacement, please give us a call at ###-###-#### at your convenience.
Again, I’m sorry for the inconvenience you have been caused. We do appreciate your business and look forward to being able to assist you soon.

I’m so sorry for the delay in replying to your concern about the windshield of your 2013 Subaru Impreza. A member of our Executive Service team scheduled a warranty appointment for mobile service on Monday June 29, 2015. One of our technicians will inspect the windshield. If there is no point of...

impact along the crack in your windshield, it may be covered under our warranty. If the technician located an impact point, that is considered new damage and is not covered by our warranty.
 
If you have additional questions or concerns, please contact us at ###-###-####.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. Though the process was quite a hassle, the result I wanted has occurred.Regards, [redacted]

Dear Mr. [redacted],I’m very sorry that we weren’t able to replace the windshield on your 2009 Pontiac G6 as scheduled on April 1, 2017. We attempt to service every customer during the time frame scheduled but many things can impact the schedule. Jobs that take longer than planned, technicians that call...

off and a multitude of variables may require us to ask customers to reschedule. We do understand that this can cause inconvenience and frustration for our customers.At this point I don’t see that you have rescheduled the windshield replacement with Safelite. If you are still in need of a windshield replacement we can offer you a $50 discount for your inconvenience. A quote for the total cost of $212.79 has been saved for you under work order [redacted]. If you would like to accept this offer, please contact us to schedule the installation.While we are able to offer a discount for the windshield replacement we are unable to provide it at no charge to you. Also, we didn’t cause the damage to your windshield so we would not be responsible for any tickets you might receive until the work is completed.Again, I apologize that we needed to reschedule your original appointment. If you still need windshield replacement and would like to accept our offer that includes a $50 courtesy discount, please feel free to contact us.

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the vent glass installation on your 1997 Toyota 4Runner. I understand your frustration on this issue. After doing some research into this I have found that Visor was an aftermarket visor that was taped on...

and our tech did not damage this. Unfortunately this not covered under our warranty. I do apologize for any inconvenience regarding this issue. I do see however that we suggested to make a warranty appointment for when it was warmer and we would try and fix since the adhesive wouldn’t stick in the colder weather. I don’t believe that has been done so if you would like us to do so please give us a call at 866-[redacted]7. Thank you very much and we greatly appreciate your business!

Dear Ms. [redacted],
 
I’m very sorry for the water leak and damages that occurred after we replace the windshield on your 2005 Land Rover LR3.
 
Our records show that you have been working with members of our Executive Service team and the repairs have been made to your vehicle at...

Safelite’s expense. We did provide and pay for a rental vehicle while your Land Rover was being repaired.
 
As you discussed with one of our representatives on June 12, 2015; we will be reimbursing you for two months of your car payments as a courtesy. Our notes indicate we are awaiting a fax showing the exact amount. You will maintain a lifetime warranty on the windshield for the glass and our workmanship.
 
Again, I apologize for the issues and inconvenience. We truly appreciate your business. If there is anything else we can do to assist you, please feel free to call 1-[redacted]

Dear Mr. [redacted],
I’m very sorry that our attempt to repair the damage to your 2013 Hyundai Sonata wasn’t successful. While we do have a very high success rate with our repairs, there is no way to determine exactly how the damaged glass will react to the repair process prior to the work. I have...

attached a copy of our warranty which includes information on our repairs. Specifically, it states that there is a chance that the damage could get larger during the repair and we are not responsible for that. This information is also available at our website, www.safelite.com.
I understand you were made aware that if your windshield could not be repaired and required replacement, your deductible would apply. It is unfortunate that your deductible exceeds the cost of the windshield replacement. In these cases you would be responsible for the entire cost of the windshield replacement. We would be happy to work with you and provide the best possible pricing for a windshield replacement.
Again, I apologize that the repair attempt wasn’t successful. Please feel free contact us at ###-###-#### with any additional questions or concerns. We do appreciate your business at Safelite.

Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me as long as Safelite fulfills to their obligation. Safelite has stated they will partially reimburse me of $150 as long as I sign a document "releasing of liability." I have not received the document at this time (9/4). I will wait to hear back from them to ensure that they fulfill their obligation that was stated. Safelites Response: Your
request for a partial reimbursement in the amount of $150 has been
approved. We will be in touch with you regarding a Release of Liability
and will need to receive that signed document prior to issuing the
reimbursement. We will be able to issue a credit for $150 to the credit
card used to pay your deductible at the time of service.

As I said before, your tech told me they would replace the windshield if it cracked.  The tech guaranteed it would not crack.  I have read your warranty know what it says.  It is not what your tech told me at the time of service.  I would like my money back and will never use your business again, I will also tell anyone who asks what safelite is like and how they handle business.  That its techs who don't know your warranty, misspeaks as your own customer service rep told me, and won't back what tech says when he screws up.  I will tell people to spend more and stay away from safelite.

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 am rejecting this response because: Your response is a complete fabrication. I am not an expert. Ford told you the module was damaged, you were the only person who worked on my vehicle. I drove it in with no lights on and when I drove the car out the light was on. You accepted the responsibility when you told me to bring the car back and you would take everything apart again, check all the connections you disconnected and repair the airbag light. You brought me in your shop garage when my car was taken all apart showed me the plugs leading to the airbags and told me yourself you unplugged the connections to the airbag, but assured me you plugged everything back the way it was and you couldn't believe the airbag light was still on. You told me you did a hundred of them but couldn't figure it out. Then to get rid of me you sent me to Ford. They diagnosed low resistance in the wiring. They didn't check every small wire you touched and every connection, they simply did a minor inspection to see what the code was. They are not clairvoyants, they will not say you caused it but the simple fact is you were the only one who touched my vehicle and the light turned on after you touched my vehicle .  You are responsible for the damage you caused on my vehicle. You lied to me and told me to go to Ford have the car diagnosed and you would take care of it. This is a terrible way to do business. You thought it was something minor so you assured me no problem safelite will take care of it until you heard the damage was 1600.00. then Eddie the manager disappeared. Again bad practice. I am not going away ! This is gross negligence on safelites part.
Regards,
[redacted]

I am rejecting this response because: I was promised to receive ONLY ONE email. I did not agree to receiving multiple emails. I respectfully ask that you listen to the call.

Dear Revdex.com,Thank you for investigating this matter further. I have attached the Safelite Auto Glass receipt and the auto body receipt for costs incurred to fix the damage to the car. I have attached photos from the auto body shop documenting the faulty windshield installation which caused water leaks...

into the car. I have sent two letters and all I have received from Safelite is the generic email included in the attachments. I followed the directions on the email and sent an email to the executive dispute team. No response.Thank you for your time.Sincerely,[redacted]

Dear Mr. [redacted],
 
I’m very sorry that your rain sensor isn’t working properly after we replaced the windshield on your 2004 BMW X3. In reviewing our records, I see that Safelite did purchase a brand new rain sensor and installed it on your vehicle. However, the rain sensor feature still...

isn’t working properly. This may be an indication that the rain sensor needs to be recalibrated by your BMW dealer.
 
On July 7th, you spoke with a representative of our Executive Service team who suggested taking your vehicle to a BMW dealer to see what they believe is the reason the newly replaced rain sensor isn’t working. If the dealer states in writing that this issue is related to our installation, we would be happen to review this for further warranty work covered by Safelite.
 
Again, I apologize that you have been inconvenienced by this. We did replace the rain sensor under our warranty, because you and your BMW dealer stated that was the issue. If you have any additional questions or concerns, please feel free to contact the local Safelite shop or the Executive Service team at ###-###-####.

I’m very sorry that the repair to the windshield of your 2003 Subaru Forester has failed. While we do have a very high success rate with our repair process, there is no predicting how the already damaged glass will respond. Therefore we do provide a money back guarantee for our windshield repairs....

What that means is that the paying party, in this case your insurance company, would receive a refund of the amount paid for the failed repair. Because replacement is the only option, you would be responsible for your comprehensive deductible or the cost of the replacement whichever would be less. Attached is a copy of our warranty which includes an explanation of the policy regarding failed or unsatisfactory repairs. According to our notes, the local Safelite location did offer a discounted price for the windshield replacement. Although the failure of the repair is not due to any error or negligence by Safelite or the technician, we do understand your frustration. Please feel free to contact our Executive Service Team at ###-###-#### for additional assistance or to schedule a replacement. Again, I do apologize for the inconvenience.