Safelite AutoGlass

Dear Mr. [redacted],Thank you for your patience as our legal team was reviewing your concerns. It has been determined that it makes much more sense to resolve this than go back and forth about the language in the Release of Liability.Therefore, if you could please provide a copy of the original estimate we will send you a check for that amount without the need to sign a release. I regret that any previous copy of the estimate was not saved in our system and I'm unable to view it. Once I receive the estimate, the check request will be submitted. Please allow 10-14 business days to receive the check once the estimate is received. The check will be mailed to the address list on your Revdex.com complaint unless you specify a different mailing address. If you have any additional questions or concerns, please feel free to contact us at ###-###-####.

Thre was no way to interpret them as they only show the day that I opened them up.. but then again I am not surprised.. I didn't feel the need to respond when they said they were working with their ITT department to get the pictures.. but then again.. as I explained in my orginial complaint that this the problem we were having.. and they did it to my insurance company (USAA) as well.. but hey whatver.. I will give reviews on YELP and any other place I can to let people know

I’m so sorry to hear that you have some scratches on your nearly new 2016 Jeep Renegade. Safelite provides a Nationwide lifetime warranty on the materials and our workmanship for as long as you own or lease that vehicle. If our technician causes any damage we always step up and fix...

it. Initially, I thought you were talking about scratches to the A-pillar moldings or trim pieces that are on each side of the windshield. When I spoke to our Operations Manager, Mr. D[redacted], he explained that the scratches you located were on the underside of the wheel wells above the front tires. He stated that what you pointed out to him were about 10 abrasions or scuffs on the driver side and passenger side. I have attached a picture of a 2016 Jeep Renegade with red arrows indicating the area where you believe the technician scratched your vehicle. You may not have noticed the marks prior to the windshield installation but they were most likely caused by rocks or other debris being thrown while you were driving. You may also notice similar abrasions above the rear wheels of your vehicle. When a technician is doing an installation he does have to move all around the front of the vehicle. Contact is primarily around the windshield, the hood latch to open the hood and around the windshield wipers. The technician may also use our “True Seal” technology and attach a swing arm with a suction cup that attaches to the door of your vehicle to assist with moving and properly placing the glass. The marks you are concerned about aren’t in any location that our technician would touch.  Again, I’m sorry that you have some abrasions on your vehicle. After looking at the areas and with many years of glass installation experience, Safelite has determined that we aren’t responsible for the abrasions because they are a natural occurrence while driving. If you have any additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####. We are available 8:00am-8:00pm Eastern time Monday through Friday.

I’m very sorry to hear that the windshield repair we did on your 2011 Ford F150 did not meet your expectations. 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. In a small number of repairs the...

damage may get larger and Safelite is not responsible for that. I have attached a copy of our warranty, which includes our money back guarantee for repairs. If a repair is unsuccessful or 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.
Once a repair has been done, the damaged area can’t be re-repaired. Therefore, replacement is the only option. We do understand your frustration. Because your insurance company will waive your deductible if the windshield can be repaired successfully, you expected to have no out of pocket expense. Now you are facing the prospect of paying for a windshield replacement or your $500 deductible, whichever is less. Our technician didn’t do anything wrong during the repair process, therefore we are not able to provide a replacement at no cost to you. We would be happy to work with you to provide the best price possible for a windshield replacement from Safelite. Feel free to contact us at 1-800-800-2727.
Again, I apologize that the repair attempt didn’t meet your expectations. We do appreciate your business and hope to be able to work with you to get a new windshield installed.

I truly apologize for the damage to your 2010 Dodge Charger and any misunderstanding regarding the additional charges for the rental vehicle we provided. It is not our policy to provide the additional insurance and to pay for gasoline for any rental vehicle supplied while damages are being repaired.
 
I do see that as a gesture of customer satisfaction, we have reached an agreement with you to reimburse you for half of the charges incurred. We are processing a refund to you in the amount of $35.07 which you should see in the next 7-10 business days.
 
Thank you again for your understanding and we greatly appreciate your business.

Dear Ms. [redacted],
 
I’m very sorry that our attempt to repair the windshield damage on your 2015 Jeep Grand Cherokee has cracked out. While we do have a very high success rate with our repairs, there is no way to determine with any degree of certainty how the already damaged glass will...

react to the repair process. As our technician advised you we do provide a guarantee for our repairs. Our money back guarantee states that our repairs will not crack further, or, we will credit the cost of the repair to the cost of a replacement windshield. If the insurance company paid for the repair, they would receive the credit. I have attached a copy of our warranty, which includes our money back guarantee for repairs.
 
As a one-time courtesy, Safelite will replace your windshield at no cost to you. I apologize that the repair policy wasn’t made completely clear. Also, I thank you for your loyalty to Safelite. We would like to be able to make things right and be your preferred glass provider if you require service in the future. Please contact a member of our Executive Service team at ###-###-#### to schedule a no-cost windshield replacement.

Dear Ms. [redacted],
I’m very sorry that our attempt to repair the windshield damage on your 2010 Lexus HS 250 wasn’t successful. While we do have a very high success rate with our repairs, there is no way to determine with any degree of certainty how the already damaged glass will react to the repair...

process. I have attached a copy of our warranty, which includes our money back guarantee for repairs. If a repair is unsuccessful or 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.
There are several factors that play a role in completing a successful repair. These include but are not limited to:
• The age of the damage
• The size and location of the damage
• Glass is an unpredictable and sensitive material
Again, I apologize that the attempt to repair your windshield wasn’t successful. While Safelite does understand your frustration, we are not responsible for the already damaged windshield ultimately requiring replacement. We would not be willing to pay any part of the cost of a windshield replacement done by any other glass provider. If you have additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

Dear Mr. [redacted],I want to assure you that Safelite does stand behind its work and our Nationwide Lifetime Warranty. In a small percentage of the installations and repairs that our technicians perform a mistake is made, an accident happens or the customer just isn't happy with the work. That is why we provide a warranty and whenever we confirm that we caused an issue, we take care of it. In this case, the pictures taken don't indicate anything related to our installation. The suction mount was mounted to your driver side door. There is no issue with the door itself, the issue is with the quarter panel/fender. As the pictures show there is an area  that is no longer properly aligned near the front driver's tire.  If there was any indication that we were responsible for this issue, we would step up and take care of the repairs.

We would like to apologize for any inconvenience that you may have experienced with Safelite Auto Glass.  After reviewing your file, we see that per your request a replacement is being completed at no additional cost to you.  Currently the...

Original Manufactured Windshield is on order and can take up to five business days to be received.  Once the item is received you will be contacted and a replacement appointment will be scheduled.  We appreciate your patience and understanding.  Please let us know if we can be of any further assistance in the future.

Dear Mr. [redacted],
 
I’m very sorry that our attempt to repair the damage to your 2015 Lexus RX 450 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. As our technician...

advised you, in a small number of repairs the damage may get larger and Safelite is not responsible for that. I have attached a copy of our warranty, which includes our money back guarantee for repairs. If a repair is unsuccessful or 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.
 
There are several factors that play a role in completing a successful repair. These include but are not limited to:
 
·         The age of the damage
·         The size and location of the damage
·         Glass is an unpredictable and sensitive material
 
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 will waive your deductible if the windshield can be repaired successfully, you expected to have no out of pocket cost. Now you are facing the expense of a windshield replacement. Our technician didn’t do anything wrong to cause the crack to get larger, therefore we are not able to provide a replacement at no charge to you. We would be happy to offer you $100 off the cost of a windshield replacement from Safelite.
 
Again, I apologize that the repair attempt wasn’t successful. We do appreciate your business and hope to be able to work with you and get a new windshield installed for you. Please feel free to contact us at 1-866-212-5457.

I truly apologize for your recent experience with Safelite Auto Glass. I understand your concern and glad you brought this issue to our attention. Upon further investigation, we found that t his was a system error. A member from our Executive Service Team also made contact with you to advise...

that you will not be responsible for any out of pocket cost for the installation.
 
Again, I truly apologize for this issue. If you have further questions or concerns, please feel free to reach out to our Executive Service Team at 866-[redacted].

Complaint: [redacted]
I am rejecting this response because:I went to another glass shop in Seattle to get a second opinion on Safelite’s response.   Without prefacing that Safelite had reinstalled the existing seal, I asked if they would reinstall an original seal on a 27 year old truck if they were changing out the windshield.  They said it is most definitely NOT the industry standard to reuse a 27 year old seal on a new window.  The industry standard is to change out both the inner and outer seal.  At this point, I have no confidence in Safelite’s honesty or workmanship.I would like for Safelite to refund the money I paid for my windshield so that I can take it to another shop to be done professionally.  I have been quoted $200-300, the higher end being if the windshield cracks upon removing it and thus needing to be replaced again.
Regards,
[redacted]

Dear Mr. [redacted],
I'm very sorry to hear of the damage to the "wrap" on your 2008 BMW 335. At this time we have no record of receiving any estimate of the repairs. If you could please provide an estimate, we will be able to review it and let you know our decision. If you have any questions, please...

feel free to contact us at ###-###-####.

Dear Mrs. [redacted],
 I am sorry for the delay in getting back with you. I have looked into this and noticed that we have approved your estimate and repairs. We are going to bring the glass out to the dealership when they are finished so your vehicle will be complete. If you have further questions or concerns, please feel free to contact the Executive Service Team at ###-###-####.
 
Thank you so much for your patience on this matter! We greatly appreciate your business!

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]

I apologize for any misunderstanding regarding your initial call to Executive Services about the new crack in the windshield of your 2011 Volkswagen Jetta. In reviewing the recorded call, you did advise a representative that something MIGHT have hit your windshield but you weren’t sure. Our representative documented that something DID hit the windshield and caused the damage. Under our warranty if something hit the windshield, there is no coverage as that is completely beyond Safelite’s control. There is no way to predict when a rock or other object may hit the windshield and what damage it might cause.
 
In order to determine whether the crack is covered under warranty or not, we would be happy to schedule an appointment for a technician to view the windshield and determine if there is any point of impact along the crack which would be a clear indication that something did hit your windshield and cause the damage. Under those circumstances, a claim could be filed with your insurance provider for the damage or you could pay out of pocket for the replacement. If there is no point of impact found, Safelite would absolutely honor the warranty and replace the windshield at no cost to you. Please contact us at 1-866-[redacted] to schedule a no cost warranty appointment to inspect the windshield damage.
 
Again, I’m very sorry for the misunderstanding. We do appreciate your business and look forward to inspecting the crack to determine if the windshield replacement would be covered under warranty or if it is new damage caused by an object hitting the windshield.

Dear Mrs. [redacted],
I’m very sorry that our attempt to repair the windshield damage on your 2002 Honda Odyssey 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. As our...

technician advised you, in a small number of repairs the damage may get larger and Safelite is not responsible for that. The repair is an attempt to save the damaged glass and there are many factors that determine whether the repair will be successful. That is why our technicians advise you before the work begins that it could occur and Safelite isn’t responsible.
Because the damage spread during the repair attempt we didn’t charge you anything. We would be happy to work with you to provide the best possible price for a replacement windshield from Safelite. If you would like a quote, please call ###-###-####.
Again, I apologize that the repair wasn’t successful. I will forward your requests regarding providing specific disclosures about our repair policy and the success rate of the windshield repair process to our Senior Leadership team for review and consideration. If you have any further questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

Dear Mr. [redacted],I’m very sorry that there is pitting in the windshield that we replaced in March of 2016 on your 2012 Audi Q5. The conditions in Arizona are especially hard on windshield glass. While on average, a vehicle’s windshield requires replacement every 7 years; in Arizona windshields are...

often replaced more than once a year.When our technician came out to inspect the windshield, he determined that the damage was normal wear and tear for your area and not covered under our warranty. I understand that you don’t agree and you are frustrated. The manager of our location in Phoenix spoke with you and asked you to bring the vehicle in and he would inspect it himself. If he determines that the pitting is not normal wear and tear, he will advise how we can proceed. At this time I found no indication that this has taken place. If not, please stop in at your earliest convenience so Caleb can inspect the windshield himself.If you have any questions or concerns, please feel free to call us at ###-###-####.

To whom it may concern,
 
I’m very sorry about the misunderstanding and subsequent collections activity regarding the windshield wiper blades we installed on your 2013 Nissan Versa. When you scheduled a windshield repair your request included replacement of wiper blades. The cost of the wiper...

blades was $22.98 plus sales tax of $1.66 for a total of $24.64. The windshield repair was at no cost to you and paid by your insurance company.
 
As a courtesy, we are absorbing the $22.98 balance due for the windshield wipers and we will no longer attempt to collect that amount from you. I want to reassure you that no collection activity has been reported to any credit reporting agency. This was all handled within Safelite and no outside collection agency was involved.
 
Again, I apologize for the trouble. Safelite does appreciate your business.

Good Afternoon,I apologize for the delay in responding regarding the 2005 BMW Z4. We are sending you a full refund of $367.02 by check. It will be made payable to Bavarian Automotive and mailed to [redacted]  Orlando, FL [redacted]. Please allow 7-10 business days to receive the...

check.Although I don't have a truly detailed history explaining why it took so long to take care of your customer, I do have notes indicating that the original windshield was the incorrect part. I also do have a notation that on at least one occasion we received a defective piece of glass. I'm so sorry that this has affected your relationship with a long time customer and with Safelite. You are absolutely correct, things happen in business. The most important part is to do what's right. I regret that it took so long to make things right.