Safelite AutoGlass

I’m very sorry for the billing error for the back glass replacement on your Chevrolet TraverseOur records show that within hours of the charge being billed to the incorrect credit card, that transaction was credited back in our systemWe then charged the correct card for the jobA representative at the local Safelite shop requested a copy of your bank statement showing any overdraft charges caused by the errorAt this point we show no record of receiving that information If you could please provide a bank statement that reflects overdraft charges due to a transaction with Safelite, we would be happy to reimburse those charges to you Again, I apologize for the error and the inconveniencePlease feel free to contact our Executive Service team at 1- [redacted] for immediate assistanceSafelite does appreciate your business

I’m very sorry for the delay in responding to your correspondence through the Revdex.com on December 16, I hope you had a wonderful holiday season One of our representatives had another conversation with [redacted] at [redacted] Ford on January 7, We were advised that the original water leak was not from the windshield installation that Safelite performed on your Ford FpickupThe water leak continued even after we replaced the windshield under warrantyThe true source of the water leak was found to be a body seam, which [redacted] Ford repaired for you on December 22, I’m glad that the cause of the water leak was located and repaired by [redacted] FordI hope that you won’t have any further issuesBecause 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 damagesSafelite greatly appreciates your businessWe would be happy to assist you with any future auto glass needs

I’m very sorry about the issues concerning the windshield replacement we did on your Dodge pickupThe root cause of the issue was the representative that took the information to perform work on your personal vehicle entered it using your employers account numberThat caused a $ balance to show on your paperwork because your employer has a billing account and nothing is collected at the time of serviceAccording to our notes the billing issue was brought to resolution on September 25, when you spoke with a supervisor in our Commercial Credit departmentYou have received a refund of the entire amount back to your credit cardYou were emailed a receipt showing the refund to your accountAgain, I apologize for the inconvenience that the error causedWe greatly appreciate your business at Safelite

I apologize for the issues regarding payment for the windshield repair on your Hyundai SonataIt was verified that a representative gave you incorrect information when you called Safelite to discuss the collections letter you receivedBecause of this miscommunication, Safelite is absorbing the cost of the repair I apologize that the communication of this error was not done in a timely manner and you have continued to be subject to collections activityOur billing department has been advised and asked to have this invoice removed from collectionsPlease allow about 7-business days for the collection activity to ceaseSeveral billing associates are out on vacation and it may take a little longer than usual to relay this to our outside collection agency If you have any further questions or concerns, please feel free to contact our billing department at ###-###-####

I’m very sorry for the problems associated with the windshield replacement on your brand new Subaru OutbackI checked with the local Safelite manager and we did receive the estimate for the damagesThe damages have been repaired and Safelite did pay the mechanic directly for the workAgain, I apologize for the damage and the inconvenience it causedIf you need any future assistance, please contact us at 1-866-212-Safelite appreciates your business

I am very sorry to hear about the chip in the windshield that we installed on your GMC CanyonFrom what you have described, your experience went from bad to worse while trying to get it resolvedThat is not what we want for our valued customers I do see that you were in contact with a member of our Executive Service team on January 5, As a result, a check for the full amount of the installation was mailed to you on January 6, The check number is [redacted] and the amount is $Please allow 7-business days to receive the check in the mail Again, I apologize for your negative experience with Safelite AutoGlassWe do appreciate your businessShould you choose Safelite for any future auto glass damage, please know that our Executive Service team is here to assist with any issuesPlease feel free to contact us at 1-866- [redacted]

Dear Mrs [redacted] , I am sorry for the delay in getting back with youI have looked into this and noticed that we have approved your estimate and repairsWe are going to bring the glass out to the dealership when they are finished so your vehicle will be completeIf 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 reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meI would like to note that my address was provided to [redacted] a staff memeber of Safelite® Group Executive Service Team on March 16,

Thank you very much for your prompt integrity response to my Complaint against Safe-Lite GlassToday 03/09/is the day to have the windshield install between 12pm- 6pmI will most certainly check it out myself and will let your Office know how it turnout to be, as far as workmanship is concernsAgain, thank you for doing a great job after dishonest business broadly enhance in Collecting money illegally and not doing what they suppose to do bestThey should all be discipline for fraudulent schemes activity...Especially willful fraudulent schemes, willful artifices, willful concealment type of activity to defraud othersAPPRECIATE YOUR "iNTEGRITY" SERVICE.ALWAYS

I’m truly sorry about the difficulty you experienced in scheduling a convenient appointment time to replace the windshield on your Honda CR-VWith the glass not arriving, missed appointments and rescheduling due to weather; what should have been a relatively painless process turned into quite an ordeal We have been in touch with the manager of the Safelite location in Sterling, VA regarding your concernsBased on the information provided, the surface chip that the technician located in the windshield we just installed will be repaired at no cost to youThis was agreed to when the Safelite manager spoke to you today, November 4, It is our understanding that this meets with your approval and your concerns have been addressed Again, I apologize for the inconvenience you experiencedWe greatly appreciate your patience and your business here at SafeliteIf we may be of any further assistance, please let us know

I apologize that you still find our offer to be unacceptableThe one condition that appears to be at issue is the requirement of having the windshield replacement performed at our location instead of coming to youThe reason for this is to allow a Safelite manager to be available to oversee the installation and to assure you are completely satisfied with the workWe do have locations in both Ontario, CA and in Riverside, CA for your convenience The offer to replace the windshield for $is in line with your request to have the $you paid for the repair and the $off coupon deducted from the cash priceThe total discount you are requesting is $and we are offering a total discount of $ Again, please feel free to contact us at ###-###-#### to schedule a time to have your windshield replaced at one of the Safelite locations in your areaThank you for your business, we do appreciate it

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

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, 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 complaintPlease 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 itNo 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 either2) Safelite is taking no steps to prove/disprove that this incident was NOT a direct result of defective materials and/or workmanship defectsI did not witness the windshield installation, therefore, I cannot say what practices were utilized by the technicianWhat 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 incidentIf 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 thisOtherwise, Safelite is providing an excuse for why they are refusing to stand behind their product and their promises to their customers3) 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 GlassNow 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 SafeliteThey did, however, speak far more highly of Safelite competitorsI 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 very sorry about the new damage that has occurred to the windshields that Safelite installed on your Chevy Silverado and Ford Edge in June I want to assure you that all glass installed by Safelite Auto Glass meets or exceeds all requirements and specifications set forth by the original manufacturer When you contacted a member of our Executive Service Team on October 2, you were incorrectly advised that the windshield we installed in your Nissan Altima was Original Equipment glassThe windshield installed was in reality an Original Equipment Equivalent, commonly referred to as Aftermarket glassI apologize for the misunderstanding On October 15, a member of our Executive Team attempted to reach you by phone and left a message for you to return the call to discuss the options that are availableWe have not yet received a replyPlease feel free to contact the Executive Service Team at 1-866- [redacted] and ask to speak to [redacted] Again, I apologize for the inconvenienceWe do appreciate your business and look forward to working with you on a resolution

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the windshield installation on your Ford F seriesWe appreciate you brining this issue to our attentionAfter reviewing your file I see that a member of our Executive Services Team reached out to you and offered $off your deductible I am sorry that wasn’t a good amount for you I do see that you went somewhere else to actually have the glass done Again we are sorry for any inconvenience you may have had

Dear Ms [redacted] , I’m very sorry that the attempt to repair the damaged windshield on your Nissan Altima wasn’t successfulAlthough we have a very high success rate with our repairs, there is no way to predict how the glass will react to the repair process A member of our Executive Service team spoke with the manager of the Mesquite, TX Safelite location on Monday April 27thThe shop was in the process of replacing your windshield for you and the manager was able to reduce the cost to $It is our understanding that you spoke with the manager at length and you are satisfied with this Again, I apologize that the repair process wasn’t successfulSafelite does appreciate your businessIf you have any other questions or concerns, please feel free to contact us at 1-866-212-

I would like to apologize for the inconvenience you had regarding the rearview mirror on your Nissan AltimaUpon further review, we have found that Safelite Auto Glass did everything we could to try to accomodate your schedule for a warranty appointment Since our technician was going to be a little late, our local manager offered to come out to you before the scheduled time frame that dayWe truly apologize that the scheduling did not work for you and unfortunately will not be able to issue you a refund We have done our best to see what the situation is with the mirror and fix the issueAgain we are sorry for the inconvenience

I am rejecting this response because I will not permit a company who failed to make the repairs to my vehicle, try again to make the repairs and do more damage to the vehicle The company to which I brought the vehicle on Friday, October 24, 2014, was uanble to get to my vehicle to make the necessary repairs to the window as they wdere trying to accommodate me on a short notice Unfortunately, I need my vehicle to gte back and forth to work I picked it up Saturday morning I am trying to make arrangements for a rental vehicle so that I can bring my vehicle to the dealership where it was purchased the vehicle next week in order to determine the issues and what may need to be done to correct the issues with the driver door not opening from the latch inside, and the window not raising properly In the meantime, since picking up the vehicle on Saturday and beginning to drive it, I have now discovered that the heads up display has a shadow in it I have been told by the service adviser at the dealership to which I am bringing my vehicle next week,that it is most likely due to the fact that the windshield is an aftermarket and was not manufactured to the proper specifications I have advised USAA of the poor workmanship and the issues with the windshield Again, Safelite was given an opportunity to perform the repairs as I was directed to that company by insurance carrier The technician failed miserably in performing the repairs, and now I have learned tha the windshield is not the correct windshield for my vehicleWhy on Earth would allow or permit the same company which could not do the job correct the first time, to create more damage to my vehicle by permitting them to try and fix the issues if they could not perform the work correctly the first time, what makes anyone think the repairs could be performed correctly the second time, or third time, or so on ans the try to fix the problems, as opposed to actually correcting the issues If you do not know how to repair glass in vehicle doors, and cannot provide quality workmanship, or quality replacements glass, you should get out of the business

I’m terribly sorry for the delay in responding to your concerns about the windshield repairs on your Mazda CX-We do have an approximate 92% success rate with our repairs but there is no way to determine how the damaged glass will respond during or after the repair processWe do provide a money back guarantee with our repairs if they ever fail or if they are not visually appealingA windshield replacement is the next step if that happens and it would be subject to any comprehensive deductible on the insured’s policy As a gesture of customer satisfaction we would like to offer you a replacement windshield at no cost to you or your insurance companyThis is contrary to our standard warranty and usual procedure but our goal is Customer DelightWe hope that you will contact us to accept this offerThe replacement installation will include our national lifetime warranty that covers defects in materials and workmanship Again, I apologize for the delay in respondingWe hope to hear from you at ###-###-#### to schedule a no cost windshield replacementSafelite greatly appreciates your business

Dear Ms [redacted] , I’m very sorry to hear that you have new damage to the windshield that was recently replaced on your Subaru BTribecaWe do provide a national lifetime warranty on the glass and the workmanship for as long as you own the vehicleUnfortunately, new damage caused by something hitting the windshield is not covered under the warranty All the glass we install is made to meet or exceed the specifications set by the original manufacturer of the glassWe don’t sell or install used or inferior glassIt is unfortunate that your glass was hit so soon after the windshield replacementThere is no way to predict when an object may hit and damage a windshieldIt is never convenient to have it happen and I understand your frustration about the need to file a claim and pay your deductible for another windshield replacementHowever, this is not something that Safelite could have prevented nor is it something we are liable for Again, it’s regrettable that an object hit your new windshield and caused damageWe do appreciate your business and if we may be of additional assistance, please call our Executive Service team at 1-866-212-