Safelite AutoGlass

Thank you for getting resolution for this issue.  I received a check from Safelite yesterday that will cover the cost of repairs to my vehicle.  I still would NOT recommend this company for work, I had poor experiences with two different shops in two different states, both shops caused significant damage to my brand new truck, which tells me that none of their "technicians" are properly trained.

Dear Mr. [redacted],I sincerely apologize. A request to refund the $134.42 back to your credit card was submitted on August 22, 2016. For some reason that request was never processed. Attached is a copy of the credit confirmation with today's date of September 6, 2016. You should see the funds in your account within 3 business days. Again, I'm very sorry that the original request wasn't processed. I can assure you that the credit is now on its way.

Dear Mr. [redacted],I’m very sorry that our attempt to repair the windshield of your 2012 [redacted] Prius resulted in the windshield requiring replacement. While we do have a very high success rate with our repairs, there is no way to predict how the already damaged glass will react to the repair process....

I understand that you were advised of our money back guarantee if the repair isn’t successful or if you don’t like how it looks. Due to your overall experience, we’re making an exception in your case.We have an appointment to install a new windshield for you on Saturday June 17, 2017. The time frame for our technician to arrive will be 8:00AM to 12:00PM at your work location in [redacted]. The replacement will be at no cost to you. Again, I apologize that the repair wasn’t successful. We do appreciate your business and your understanding.

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 would like you to honor the 2o percent off coupon and the 50.00 I already paid and mobile.as I feel safelite is acting in bad faith.

Dear Ms. [redacted],
I’m very sorry that our attempt to repair the damage to your 2010 Acura TL 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.
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 expense. 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 cost to you. We would be happy to work with you to provide the best price possible for 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

I am rejecting this response because: the point is that I had no damage to my carpet from my heater core SEEPING. The carpets were soaked because the new rear window was defective!!!  You got this heater core issue clouding the FACT that my carpets were drenched after the new window was installed!! I talked to [redacted], your mgr of the Everett Wa shop, I believe [redacted] was the installer of both windows there, he knew my carpets were soaked, and traced-it to the defective rear slider, there was no talk of any heater core issue then....get that out of your heads!!! The new rear window was defective..FACT, that's all!! Even the replacement window was defective, as the drivers side still was wet, from leaking WATER!!!  Please...look at the true facts...the window was defective, ruined ALL my front carpet!!

The tech did not verify that it might crack and also gave me the brochure after the job was done . The tech did not go by there protocol . They said they told me but they double talked me as I made the appointment . And I did not ask the insurance girl about the deductible .

To whom it may concern,
 
I’m very sorry about the peeling upholstery on the interior of your 2009 Land Rover Range Rover. Attached are pictures of the area indicating that we did not break anything on the interior of your vehicle. The peeling of the fabric is due to the age of the vehicle and wear and tear. The Safelite manager has advised you that if the side moldings were broken or not installed properly, we would replace them under warranty.
 
You do have a warranty on the windshield with Safelite for as long as you own your vehicle. The warranty includes air leaks, water leaks, glass damage not associated with a new impact and moldings that are broken or were not installed properly. We greatly appreciate your business.

I do not find this to be a satisfactory resolution. Although I appreciate that the business is reversing charges already paid, the issue that I made the complaint about is that they damaged my windshield to a far greater extent than it was damaged before they began the repair. Therefore, what was originally a $60 repair is now an approximately $200-300 repair. In addition, as I stated in my original complaint, I was told about the "remote possibility" that the glass would crack as a result of the repair, but this is not what happened in my case. The issue is that the resin did not adhere for whatever reason. If this was due to some kind of treatment on the windshield or some other factor that I was not made aware of (and this which made the repair process not only ineffective, but damaged my car in addition to the repairs for which I contracted) this is a problem inherent to their process for which either, a.) the customer should be advised or b.) the customer should not be responsible (if the company chooses not to advise the customer prior to repairs).I would be willing to pay the original amount I was expecting to pay for the repair, which was $60. If Safelite would like to replace and install a NEW OEM windshield at one of their facilities (I am not willing to go to the one in San Rafael, but there are others in my area) for $60, I will forego going to another repair shop to have the windshield repaired.

I still have no resolution to my complaint and refund from Safe Lite Auto Glass. I have been calling and getting the run around for over a week now. Each time there is a different excuse but the fact remains that the refund process has not even begun. This was verified today by [redacted] in their call center. 
I have asked repeatedly to talk to a supervisor at their Executive Services Customer Service Center and the answer is always the same "the supervisor is on break" "the supervisor is away from their desk". This explains the horrible service from this company. Each time I have asked for a supervisor to return my call and that call never comes.

I’m terribly sorry for the issues regarding the door glass replacement on your 2011 Mercedes ML350. In reviewing our notes, we have accepted responsibility for the damaged window frame however the door panel was damaged due to water intrusion prior to the glass being replaced.
Safelite has requested that you provide an estimate of the damages but we have no record of receiving it. Could you please provide the estimate including the body shop’s information? Once we receive that we will be able to authorize the repair of any damage we caused. Please feel free to fax the estimate to 1-877-[redacted] and reference referral number [redacted]
Again, I apologize that this issue has continued for so long. We greatly appreciate your business and your understanding. We will be happy to move forward once we receive the estimate.

1. While unpredictability of glass is understandable, there was clear incompetence in the way the tech approached the repair.  Someone that drives 120 miles out of the way to do a repair 5 miles from his shop is not inspiring of trust. She signed that we accepted that a crack can expand through no fault of the technician but that does not give the technician cart blanc to damage the windshield.2. Offering to apply the $53 to a replacement is unhelpful when the technician informed my wife that he could not replace the windshield.  Due to the water sensor, he said she would have to go to the dealer.  At the time of the repair attempt, the technician did not inform my wife that he would be unable to replace the windshield if the crack widened beyond repair.  After the damage was beyond repair, he divulged this.  If he had, she would have gone directly to thedealer and not allowed him to attempt the repair.  Since SafeLite by way of the technician informed my wife that he is unable to complete a replacement and he stated to her that the $53 (not checking the exact change previously listed) would berefunded, this is the minimum that is acceptable.  Regardless of whether the vender and I agree on the incompetence of the tech, the promise of refunding the money needs to be followed through.

I’m so sorry that the repairs to the windshield of your 2013 Ford Flex were not to your satisfaction. We do provide a money back guarantee for repairs. What that means is that we will credit back the paying party for the repair and the replacement is subject to any comprehensive deductible on your...

policy. It appears that you have a $750 deductible so if the cost of the windshield is less than your deductible, you will only be responsible for that amount. I have attached a copy of our warranty which includes our policy on repairs.
 
Regarding any scratches on the windshield, we have inspected the vehicle and our repair technicians don’t use or carry any type of tool that would be capable of causing scratches to the windshield. Therefore we aren’t accepting any responsibility for that.
 
If you would like to schedule a windshield replacement, please feel free to contact us at ###-###-#### and we will work with the shop to provide the best price possible. Again, I apologize for the unsatisfactory repairs. We do appreciate your business and would like the opportunity to provide you with a quality windshield replacement.

Business requested additional information.Here is the service request number from the mail you sent after we scheduled the repair.  Safelite AutoGlass® Service Reminder - Confirmation # [redacted]  I have also attached a copy of the email.This was sent on 11/29.  The vehicle in question is a 2010 Ford Fusion.  My husband made the appointment in his name.  [redacted]Upon arrival, the attendant had no record of him making the appointment or what the issue was.  He explained that he had a small chip and was looking for a repair.  The attendant took his keys, never explained the repair process, never notified him that a repair attempt could result in further damage necessitating a full windshield replacement, never obtained any permission to proceed with the repair.  No paperwork was filled out or signed at the time.  After causing a significant crack in the windshield, he told my husband "no charge for today" and proceeded to quote a price of $400.00 for the replacement of the windshield.  When my husband stated that he would go elsewhere for a replacement, he dropped the price to $330.  At that point, my husband asked for the card of the shop manager and left.I did email the local manager.  He had the audacity to schedule a replacement appointment--without asking if this would be acceptable.  At this point, we were quoted a replacement cost of $173.95.  I informed him that this was unacceptable.I reiterated my concern that the technician did not inform us in any way that a repair attempt could result in further damage.  He has not responded.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I would like to note that my address was provided to [redacted]a staff memeber of Safelite® Group Executive Service Team on March 16, 2015.

From: John [redacted]<[email protected]>Date: Fri, Jun 10, 2016 at 12:33 AMSubject: Complaint #11431066To: [email protected],I wanted to see if Safelite had responded to the estimate to replace the carpet.Thank you,John [redacted]

I’m very sorry that the moldings weren’t replaced when we installed the back glass on your 2012 Toyota Prius. It must be very frustrating to have to wait several weeks for the parts to arrive. In most cases parts arrive in no more than a week after being ordered from the dealer.
In checking with...

the Safelite location that has the parts on order, we have an expected arrival date of May 12, 2016 for the moldings. As soon as the parts arrive and are checked for accuracy, you will be contacted by the Safelite shop to arrange a time to install the moldings.
Again, I apologize that the moldings haven’t yet arrived at the Safelite location. If you haven’t been contacted by May 13, 2016; please feel free to reach out to our Executive Service team at ###-###-#### or the Safelite location at ###-###-#### and we will provide you with an updated ETA for the parts.

I spoke to the company again yesterday and they said they are planning on resolving this issue. So not sure if we should still go ahead.

Dear Ms. [redacted],
 
I am very sorry for the damage that was caused to your 2009 Audi A4. Our notes show that we are accepting responsibility for the damages. We have ordered the rearview mirror and bracket that is needed to resolve this issue. My notes indicate that a technician is scheduled...

to come out today.
 
Again I apologize for the inconvenience regarding this matter. If you have further questions or concerns please feel free to reach your local Safelite Shop or you can contact our office at 866-212-5457.
 We appreciate your business with Safelite AutoGlass.