Safelite AutoGlass

Dear Ms. V[redacted]I'm very sorry about the part that was broken during our installation of a windshield on your 2015 Audi A3 Convertible. I also regret that we haven't been able to resolve this after nearly 2 months. I was in contact with the Quality Manager in your area and I was assured that we...

have the correct part on order. Once that part arrives, you will be contacted by the shop so we can arrange to install it for you. Parts ordered from the dealer generally take about 3-5 business days to be received. In addition, we will be refunding the $50 you paid for the windshield installation to you. We will mail a check to the address we have on file unless you notify us of a different address. Please allow 10-14 business days to receive the check in the mail.Again I apologize for the delays, inconvenience and misinformation that you have experienced. We do appreciate your business at Safelite and look forward to bringing this issue to a satisfactory resolution.

Dear Mr. [redacted],
It was a pleasure to speak with you on Wednesday September 16, 2015. The agreement we reached was to provide you with a check for $150 as a gesture of customer satisfaction. We also discussed your suggestions to expand our disclosure prior to performing windshield chip repairs and perhaps a standard discount to customers if our attempt to repair a windshield isn’t successful. Your comments and concerns are being forwarded to our senior leadership team for consideration.
We received the release of liability that you signed indicating that you would consider this issue closed once you have the $150 check. A check request has been submitted and you should receive the funds in about 7-10 business days. Again, it was a pleasure to speak with you. If you have any further questions or concerns, please contact our Executive Service team at ###-###-####.

Dear Mr. [redacted],I'm very sorry that your 2011 Ram Pickup developed a water leak which caused damage after the back slider replacement. In reviewing our notes, Safelite has replaced the glass again and the water leak has stopped. We have also agreed to replace your damaged headliner and cover the...

cost of detailing the interior of your truck. At this time, we are awaiting an estimate from you for replacement of the headliner.We will continue to stay in touch until everything is resolved to your satisfaction. If you have any questions, please feel free to contact our Executive Service team at ###-###-####. Our fax number for the estimate is ###-###-####, please include reference number [redacted] on anything you send us.

Dear Mr. [redacted],
I’m very sorry that you have new windshield damage on your 2013 Volkswagen Golf. When we replaced your windshield in November we provided a national lifetime warranty for any material defects and our workmanship as long as you own the vehicle. Upon inspection, it was determined...

that your windshield was struck by an object that caused the new damage. This is not covered by the warranty. I have included a copy of the warranty for your records.
Some of the items that are covered by the warranty are:
Air leaks
Water leaks
Loose moldings
Defects in the glass, such as distortion
Cracks that are not caused by an object striking the glass
Because the damage to your windshield is not due to a material defect, we would recommend that you contact your insurance provider and file a claim for the new damage. Again, it is unfortunate that you received new damage to your windshield so soon after it was installed. Safelite does appreciate your business. If you have any further questions, please feel free to contact us at 1-866-212-5457.

I’m very sorry that the windshield repair we performed on your 1999 Toyota Corolla did not meet your expectations. Our repair policy does provide a money back guarantee and the amount paid out of pocket would be credited toward the cost of a replacement. If the insurance company paid for the...

repair, the refund would go to them and the replacement would be subject to any deductible on the policy.
 
Because you were so unhappy with the repair and we weren’t able to correct it after follow up appointments, we will be able to refund the $70.00 that you paid out of pocket. This is being provided as a gesture of customer service. A representative from our Executive Service Team attempted to reach you on March 17, 2015 at the phone number of record and was advised that it was a wrong number. Before we send a reimbursement check we need to verify the correct mailing address, which was the reason for the call. Could you please contact us at 1-866-212-5457 to verify your mailing address?
 
Again, I apologize that you weren’t satisfied and for the inconvenience. We look forward to hearing from you and Safelite appreciates your business.

Complaint: [redacted]
I am rejecting this response because:  I am rejecting this answer because based on the pictures, technicians expertise and the original safelite technician who performed an incomplete test, and who would not take out the windshield since it would then be his responsibility.  Also, in fixing the problem ( so far so good), the Chevrolet technicians did not correct any body seals. if it had been a body seal, that would have been done.  The window technician did have to reseal the window where it was not sealed AT ALL.  Safelite can stand behind that Chevrolet Technical Service Bulletin and say it was not their fault, but I disagree based on the above as well as past correspondence.  I would like to thank you Revdex.com for your help in trying to resolve this issue. Please make sure that my complaint records lack of satisfaction with response, not lack of response. I do plan on printing out all the back and forth correspondence between Safelite and myself, to be used for further action.

I would like them to I stall it at my house , and charge the origanal price minus what I paid. Minus also the coupon.

Dear Ms. [redacted],
I’m sorry that there was a delay in emailing you the Release of Liability for your signature. The form was emailed to you on September 21, 2015 by one of our Executive Service team representatives. If you could please sign the release, have it witnessed and return it to us either by email or fax, we will be able to credit you the $150 as promised. If you have additional questions or concerns, please call ###-###-####

Dear Mr. [redacted],I understand your frustration due to waiting so long for parts. Our efforts to locate the moldings in black have taken a long time with no success. In order to provide what you need and want for your vehicle, we have to order the parts in chrome and have them powder-coated or painted black. I guarantee that we do have the parts on order and as soon as they arrive, we will take them to a vendor that can make them black.Regrettably, this adds more time and frustration for you. I do apologize for the damages that were caused. Safelite is working diligently to make this right for you. As soon as we have the parts, you will be contacted to arrange a time for us to install them.If you have additional questions or concerns, please feel free to contact us.

I had some issues with my email and was not able to respond to the reply from Safelight in time. I would like to reopen this case because I do not agree with the response given from Safelight.

Dear Mr. [redacted], I’m very sorry that you weren’t able to get assistance in adding the $20 promo code to your order for a side mirror replacement for your 2014 Honda Accord. I have spoken with the manager of the Safelite location in West Bend, WI and he will be happy to honor the $20 off...

promotion. My belief is that our scheduling system wouldn’t allow our representatives to enter or use the promo code on your order. Therefore you were advised that it couldn’t be used for the side mirror order. We will use this as a training opportunity for our representatives to contact the Safelite shop and have the discount deducted manually. While speaking with the manager in West Bend, he did advise that he has left 2 messages for you this week. He needs to speak with you and verify if you only need the glass or if you need the housing as well for the side mirror. In his 2nd message he left his cell phone number for you to contact him directly. He needs to speak with you to assure that he orders the correct part or parts. Again, I apologize that your request was met with confusion and misinformation from our representatives. We will be happy to honor the $20 off promo code once you speak with the Safelite manager and we are sure we are ordering exactly what is needed.

I am rejecting this response because:First of all, Executive Services indicated to me that they have no ability to assist in this matter, and have consistently referred me back to the same repair shop that is now refusing to communicate to me. I was not advised to take pictures of the damage prior to this point. However, this is clearly another attempt to unjustly pass responsibility back to the customer. The windshield in question was replaced by a local competitor's shop shortly after my adverse interaction with Safelite. The unhelpful and disingenuous responses I am receiving from you are very indicative of Safelite's customer service. This is exactly what I have come to expect from this company.
Regards,
[redacted]

they did not say anything about the cowl. They said it was something on the door frame. I just had the cowls replaced last year so they are brand new I have the receipts.

I’m so sorry about the trouble with the windshield wipers and wiper fluid after we installed the windshield on your 2013 Honda Accord. I understand that the wipers have been properly adjusted and we have a second warranty appointment to reconnect the washer fluid. Unfortunately, the technician that...

adjusted the wipers wasn’t aware of the issue with the washer fluid or we could have had everything addressed at the same time.
 
As a courtesy, because of the inconvenience you have experienced, we are issuing a credit to you in the amount of $50. That credit will be returned to the credit card you provided for payment at the time of service. You should see the credit in your account in about 3 business days.
 
Again, I apologize for the issues and the need for multiple warranty appointments. We truly appreciate your business at Safelite. You will continue to have a national lifetime warranty on the parts and workmanship for as long as you own the vehicle. New damage, such as a rock hitting the windshield, is excluded from the warranty. If we may be of assistance in the future, please feel free to contact us.

We are happy to comply with your request to pay for the cost of tinting the windshield on your 2008 Infiniti G37. We did receive an estimate for the tinting in the amount of $120.00. We have submitted a request for a check to you in that amount to be mailed to the address we have on file. Please allow 7-10 business days to receive the check.
 
I apologize that this had not been processed previously. I’m glad that we have brought this issue to a resolution.

I had done so & set up a rental. I was under the impression that Safelite was going to take care of the entire expense, since they are at fault for the damage.I was charged $70.14 on my credit card. Why am I paying that amount if I was told I wouldn't not be footing the bill?

Complaint: [redacted]
I am rejecting this response because I don't have time for this. I can persue legal action to prove my point but this is not worth it.  One of your employee is not being honest. I thank you for helping with my windshield. It's only a small accident in which one of your employee did and Safelite could of compensate for the damage but it seem as though being profitable is more important then taking care of your customer and the customer base around your territory in Maplewood MN.  Again, thanks for fixing my windshield but I will not let [redacted] (my insurance company) prefer you for my service again....

Dear Mr. [redacted],I’m very sorry for the difficulty you had in scheduling a windshield replacement for your 2007 Chevy Express Van and the issues you experienced after the installation. I understand that setting aside the time needed for a windshield replacement can be a challenge, especially if it...

is for a work vehicle. It does require approximately 2 hours to complete a windshield replacement and allow enough time for the urethane to cure before driving the vehicle safely. In checking with the local Safelite manager, the damage to the windshield is due to something striking it. Therefore, it is not covered by our warranty. Both the original shop representative and the shop manager looked at the damage and indicated that it was not a warranty issue but new damage. It is unfortunate that this occurred just 2 days after the new windshield was installed. There is no way to predict when an object might hit the windshield and cause new damage. The manager has offered to work with you to provide the replacement at the best possible price. Please feel free to contact him directly to discuss the cost of a replacement windshield. The shop is also happy to order the replacement caps for the windshield wiper posts. Once the parts are received from the dealer the shop will contact you to let you know. Again, I apologize for the inconvenience and frustration you have experienced. We do appreciate your business and we would like to bring this to a satisfactory resolution. If you have any additional questions or concerns, please contact us at ###-###-####.

Dear Mr. [redacted],I’m very sorry for the miscommunication about the amount due for the windshield repair we performed on your 2013 Toyota Sienna. I do see that you paid the amount due on August 15, 2016. At that time [redacted] should have been notified to discontinue all collection action. I...

have reached out to our billing department to have this rectified. [redacted] will be contacted and you will likely receive an email to confirm this action.Again, I apologize for the issue and the inconvenience you have experienced. If you have any additional questions or concerns, please feel free to contact us at ###-###-####, opt #1 then opt #3.

I am rejecting this response because: [redacted] is not covering my claim. The Safelite technician at no point in time advised me to look over my vehicle or told me he didn't replace the hoodpins.  You pride this company to cover 100% of your worksmanship and it seems like false advertizement.  If your company did not come out to "fix" my vehicle this would have never happened.  At this point I tryed to fix it the easiest way and my insurance no longer will cover the negligence of your company.  I would like the car repaired at no cost to me.  I'm not asking for anything beside this cost which would be incredibly larger if it involved another motorist.  If you are willing to work this out then I will settle this dispute.  If you can not settle this I will bring it to court, ive already contacted a lawyer if need be.  Lets resolve this in the easiest manner possible and just fix my vehicle.
Regards,
[redacted]