Safelite AutoGlass

I’m terribly sorry that the billing issue for the windshield repair on your 2012 Toyota Sienna has taken such a long time to correct. I understand how frustrating it was to talk to multiple individuals and get different answers which didn’t bring the issue any closer to...

resolution.
As we discussed today, a credit has been issued to your credit card in the amount of $128.46. It should take no more than 3 business days for the credit to appear in your account. The credit memo number is [redacted].
[redacted] Insurance will receive an invoice for the chip repair based on the claim that has already been filed.
Again, I apologize for the inconvenience and frustration. I’m glad that we were able to bring this issue to a satisfactory conclusion. We greatly appreciate your business.

I’m sorry that you have not found our response satisfactory. I would like to provide some additional information and a breakdown of the $135.00 quote we have offered for the replacement of your windshield.
 
The marketing offer (coupon) you are referring to is an online discount of $20 off the replacement cost of a windshield. There is not now, nor has there ever been a legitimate 20% off discount offer from Safelite AutoGlass.
 
The offer to replace the windshield for $135.00 is based on the initial cash price of $208.90 to perform the work in a Safelite shop. This is based on the glass price of $138.95, labor of $60 and a disposal fee of $9.95. Therefore we are offering a total discount of $73.90. The in shop service requirement is to allow a Safelite manager to be available to oversee the work and provide for your satisfaction.
 
If you would like to schedule this work to be done, please give us a call at ###-###-####.
 
Again, I’m sorry that the original repair failed. We would like to be able to assist you with the replacement of your windshield. We sincerely appreciate your business.

Dear Mr. [redacted],
 
I’m so sorry to hear about the issues regarding the glass damage on your 2013 Nissan NV commercial van. Our records show that indeed the order was initially received showing the need for a quarter glass replacement instead of the back glass. It took some time to realize what...

part was needed and to get a corrected claim sent to us. I understand this was a considerable inconvenience to you. It does appear that you requested a different provider be permitted to perform the installation for you.
 
Again, I apologize for the inconvenience and frustration you experienced. I regret that we weren’t able to assist you with your glass needs.

Dear Mrs. [redacted],
I’m very sorry that your alarm system was damaged during the installation of the windshield on your 2005 Toyota Corolla and that you haven’t received the reimbursement check you were promised. Our records indicate that we did receive the receipt you submitted and the reimbursement...

was requested.
I truly apologize that you have been waiting so long for this reimbursement. What I would like to offer you is a check for $260.00. That amount reflects the reimbursement amount of $206.01 and an additional $53.99 as a courtesy because of the delay and inconvenience. Our records show that we have already verified your mailing address. Please allow 7-10 business days to receive the check in the mail.
Again, I apologize for the extended delay. Safelite appreciates your business and your patience. If you have any questions, please feel free to call us at 1-866-212-5457.

Dear Ms. [redacted],
 
I’m very sorry that the rearview mirror we reattached to the windshield of your 2013 GMC Yukon Denali became detached and broke the windshield as well.
 
Reattaching a rearview mirror is something we will do for anyone at no charge. It’s a courtesy and comes with...

no warranty. It’s a bit like having an optician tighten a loose screw on your eyeglasses and then cleaning the lenses. It’s a nice thing they do whether you are a customer or not.
 
Although you were advised up front that there would be no warranty provided, as a one-time courtesy and in the spirit of customer delight; Safelite will be replacing your windshield at no cost to you. We do have an appointment scheduled for you in our Greeley, CO location on Friday August 12th at 11:00AM. Please allow 90 minutes to 2 hours for the work to be completed and the vehicle to be safe to drive. If you are dropping off your vehicle, please arrange to pick it up before the shop’s closing time of 5:30PM. If you have any questions or additional concerns, please feel free to contact us.

Dear Mr. [redacted],
 
I’m very sorry for the issues with your moldings and rain sensor after we replaced the windshield on your 2014 Jeep Grand Cherokee. In speaking with the Safelite store manager, it appears that our technician was able to correct the problems to your satisfaction at the...

warranty appointment that took place on March 31, 2016.
 
If you continue to have issues, please feel free to contact our Executive Service team at 1-866-212-5457. We do appreciate your business and the opportunity to fix any concerns under our Nationwide Lifetime warranty.

Thank you for providing the independent adjusters report.  I would like to point out that the report is inconclusive and does not absolve Safelite.  To quote the report “Cannot determine if this was causedby Safelite or not.” I’d also like to correct the statement you made in your last reply “Although the stains are located on the dash below where the technician performed the repair, all the work for a chip repair is done on the outside of the vehicle’s windshield.”  This is not true, when I spoke with the manager, I was specifically told that the tech does access the inside of the in order to install a suction cup mirror at the location of the chip.  There is a possibility that the damage occurred then.Let’s state the facts.I have a photo showing the condition of my dash the day before I brought my vehicle into Safelite.  In this photo you can clearly see the area in question and there are no stains or residue visible.I have a signed statement from a friend who was in my vehicle immediately prior to me driving to Safelite for my scheduled repair.  To quote the statement “I had errands to do but waited until he called Safelite to set up an appointment.  It turned out they had an available time slot later that day.  They advised (my name) to check the inside of his windshield to see if the damage had gone through both layers of glass.  We both went out to test this theory, and weren’t able to ascertain whether or not this was the case.  At that time, I am 100% positive that there was no damage to the dashboard’s surface.  Shortly after that, (my name) got in his car to drive to his Safelite appointment, with a cracked windshield but a pristine dashboard. ”The independent adjusters report is inconclusive.Techs do access in the inside of the vehicle while preforming a repair.  Damage could have occurred then.These facts clearly support the conclusion that the vehicle was damaged while in Safelite’s care.   As Safelite is not accepting liability, I will be serving Safelite in Washington’s small claims court shortly to resolve this issue.

Dear Ms. [redacted],I understand your concerns about not having the option to request OEM glass through our website. Your feedback has already been forwarded to our Senior Leadership team for review. All Safelite locations are corporate owned and operated. I want to assure you that there was never any intention to penalize the Safelite location or the technician for the need to replace the windshield. The additional cost of the replacement is being absorbed at the corporate level.In the auto repair industry, the standard is to replace damaged parts with aftermarket whenever they are available. This applies to all automotive repairs performed outside of a dealership. Insurance providers authorize OEM parts only if the insured has an OEM endorsement in place, if there is no aftermarket part available, or if the insured requests it and it falls within the Insurance providers guidelines for approval. Therefore the vast majority of automotive repairs are performed with aftermarket parts. Any customer can request OEM parts if they are willing to pay the additional cost for those parts. It is my hope that at some point customers will have the option to request OEM parts through our website.  That would likely stop the online process and direct a customer to contact a representative for further assistance. Safelite appreciates your feedback and will use it to continue to improve our company and our processes.

Dear Mr. [redacted],
I’m very sorry for the issues you have had with the rear defroster and the washer fluid on your 2002 Dodge Durango. In reviewing your file, we had a technician look at your vehicle on August 20, 2015. Upon inspection, our technician found no cut or crossed wires that would be causing the issues. You advised us that you would be taking the vehicle to a body shop to have the wiring checked. At this point we have had no further contact with you about the rear defroster or the washer fluid.
We believe that because our technician found no damage and we have heard nothing from you since August 20, 2015; that this has been resolved and Safelite is not responsible. Please feel free to contact our Executive Service team at ###-###-#### with additional questions or concerns. Safelite does appreciate your business.

Dear Mrs. [redacted],
 
I’m very sorry that our attempt to repair the windshield of your 2012 Nissan Quest wasn’t successful. Although we have a very high success rate with our repair process, there is no way to determine how the already damaged glass will respond to the procedure prior...

to beginning the job. I have attached a copy of our warranty for reference. In the paragraph for Windshield Repair the process, limitations and our money back guarantee are explained. In particular it states: “In some cases, the attempt to repair a windshield can result in the chip or crack becoming larger, and we are not responsible for such damage.”
 
To address your questions of pricing, the technician only had access to the amount that Allstate agreed to pay for a windshield replacement if a claim was filed. The quote you received on our website is a cash price and is less than what your insurance company agrees to pay for the work. The cash quote you received would be correct. I have saved the cash quote under reference number [redacted] if you would like to schedule the replacement. The quote including tax is $317.35 for service in a Safelite shop. There may be an additional cost for mobile service.
 
Again, I apologize that the repair attempt was not successful. If you would like to schedule a replacement, please feel free to contact our sales department at ###-###-#### and reference the quote number above. Safelite does appreciate your business.

I am very sorry to hear about the chip in the windshield that we installed on your 2010 GMC Canyon. From what you have described, your experience went from bad to worse while trying to get it resolved. That 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, 2015. As a result, a check for the full amount of the installation was mailed to you on January 6, 2015. The check number is [redacted] and the amount is $243.13. Please allow 7-10 business days to receive the check in the mail.
 
Again, I apologize for your negative experience with Safelite AutoGlass. We do appreciate your business. Should you choose Safelite for any future auto glass damage, please know that our Executive Service team is here to assist with any issues. Please feel free to contact us at 1-866-[redacted]

Thank you for correcting this matter, 2 pieces were ordered both w the same defaults and I was assured the last piece of glass would come from a different manufacturer. I accept your response to resolve this complaint and will accept the refund.[redacted]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
Regards, [redacted]

he never said anything about the cowl. I don't have any problem what so ever replacing the cowl. Your technician stated that he would break the frame around my door in order to do the job. And I told him that the guy who replaced my windshield before did not have to do that. The guy before only needed to replace the cowl because the cowl at that time was over 10yrs old. I know the cowls get damaged by the heat overtime and I had no problem replacing that if he were to break it. By swing you need to break my door frame is negligent and shows the carelessness and inexperience that the tech you sent to do the job. Further more, the manager who I initially called while the tech was at my home was very rude and extremely unprofessional to not just myself but my insurance company as well. If you don't want to workbench customers then why work in customer service and be a manager at that. Terrible terrible very short experience with this company. Never again! I dodged a huge bullet telling your tech to leave my home before he got started. There's no telling what he would have done and what his manager would have tried to cover up for him.
Regards,
Marla Williams

Dear [redacted],I’m very sorry to hear that the windshield repair we performed on your 2014 Ram Pickup cracked out when you went over a pothole. 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....

Windshield repairs are an attempt to prevent or at least delay the need to replace the entire windshield. The outcome of a repair is affected by many factors, including but not limited to:            - The age of the damage            - The size and location of the damage on the windshield            - Glass is a sensitive and unpredictable materialSafelite does provide a money back guarantee for windshield repairs. If the repair does fail, Safelite will credit the cost of the repair back to the original paying party and the replacement is either subject to your Comprehensive insurance deductible or it would be an out of pocket expense. I have attached a copy of our entire warranty and I have included the information from our website about the guarantee for windshield repairs.Windshield repair warranty (from [redacted])The repair process involves the injection of special adhesives into the damaged part of the glass. The degree of success of each repair is a function of several variables. The best results are obtained when the damage is recent, the point of impact small, the cracks around the damaged area are small, and there is not moisture or other foreign matter in the damaged area.In some cases, the attempt to repair a windshield can result in the chip or crack becoming larger, and we are not responsible for such damage. Our windshield warranty works as such: if you are dissatisfied with the repair, we will credit the cost of repair toward replacement. If your insurance company paid for the repair, the insurance company will receive credit. We guarantee that the repaired portion of the windshield will not crack further and that the repair will pass any state vehicle inspection, or we will credit the cost of repair toward replacement. This windshield warranty applies as long as you own or lease the vehicle on which the repair was made and is not transferable.While we are unable to provide a windshield to you at no charge, we will be happy to work with you to provide a replacement at the best price possible. Please give us a call if you would like to get a quote for a windshield replacement.

Dear Mr. [redacted],
I apologize for the delay in responding to your phone call about a gift card or some sort of compensation for your inconvenience and frustration due to the amount of time it took to receive the parts and replace the windshield of your 2015 Ford Explorer.
A member of our Executive Service team spoke to you on Wednesday 12-9-15 and an agreement was reached to have Safelite send you a check in the amount of $100, as a gesture of customer courtesy. The check request was submitted on the same day and you should receive the check in about 7-10 business days.
Again, I am sorry for your negative experience. We do appreciate your business at Safelite and wish you all the best this holiday season.

Thank you very much for your prompt integrity response to my Complaint against Safe-Lite Glass. Today 03/09/2015 is the day to have the windshield install between 12pm- 6pm. I will most certainly check it out myself and will let your Office know how it turnout to be, as far as workmanship is concerns. Again, thank you for doing a great job after dishonest business broadly enhance in Collecting money illegally and not doing what they suppose to do best. They should all be discipline for fraudulent schemes activity...Especially willful fraudulent schemes, willful artifices, willful concealment type of activity to defraud others. APPRECIATE YOUR "iNTEGRITY" SERVICE.ALWAYS.

Dear Mr. [redacted],I’m very sorry that you had a severely smashed windshield on your 2016 Honda Civic. Safelite did replace the windshield for you in our location. As the attached preinspection pictures show there was a lot of broken glass inside your vehicle. The replacement was performed by the Lead...

Master technician at our Chula Vista shop. The work was performed with the greatest attention to detail.In speaking with the shop manager, I was advised that the technician didn’t “vacuum” the broken glass from the dash area. In order to prevent scratches, the broken glass was blown out of the area and vacuumed from the seats, floors and the shop bay floor. You were also advised that due to the amount of glass and the fact that it can shift while driving; you should turn your a/c vents on high and either cover your face or wear goggles to remove any glass that was still in the vents while protecting yourself from injury. Our shop and our technician did their utmost to protect you and your vehicle while replacing the windshield. They also provided you with detailed information about what the realistic expectations would be after the windshield replacement.We have determined that our technician followed all proper protocols to prevent damage to your vehicle and we will not honor your request to pay for scratches found on or around your instrument cluster. Not knowing how the damage to your vehicle initially occurred, this may be something that would be covered under your insurance claim. I would suggest you contact your adjuster to see if it can be added to the damage on the original claim.If you have any additional questions or concerns, please feel free to contact us at [redacted].

I’m very sorry about the issues regarding the windshield replacement on your 1994 Ford Mustang and the delay in replying to your concerns. We located the work under a different first name, phone number and email address and it took a while to match it up.
 
Regarding the damaged...

moldings, it is unfortunate that this occurred and we are working to get the parts and you will be contacted when they arrive to get them installed. Over time the moldings themselves and the fasteners can become brittle and more easily damaged. We will be replacing these at no cost to you.
 
I checked with the Greenville, SC location and when our technician removed the damaged windshield significant rust was discovered. Unfortunately, the rust was not visible prior to the windshield being removed. This is a rare occurrence but when it does happen, we aren’t able to reinstall the old glass nor are we able to install new glass over the rust. Our guidelines require that the rust be removed before glass can be installed. Windshield glass installed over level 4 rust, can create a safety and liability hazard. If the rusted area was simply treated and the glass installed over it the area will continue to rust and will not allow the windshield to maintain a proper seal. We will not agree to reimburse you for any additional amount you paid to a glass provider that performed an installation that according to our guidelines should not have been done and is a safety risk.
 
Again, I apologize for the inconvenience you have experienced and the delays in responding to your concerns. Once the moldings arrive the Greenville, SC location will contact you to get them installed. Id you need additional assistance, please feel free to contact our Executive Service team at 1-[redacted]

I am rejecting this response because: I want proof that they are actually ordering the windshield. I want a purchase order and tracking information. How am I supposed to just accept that they "ordered" it without any proof. I lack any confidence in their ability to perform the requested services by their word alone.
Regards, [redacted]

I apologize that you still find our offer to be unacceptable. The one condition that appears to be at issue is the requirement of having the windshield replacement performed at our location instead of coming to you. The 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 work. We do have locations in both Ontario, CA and in Riverside, CA for your convenience.
 
The offer to replace the windshield for $135.00 is in line with your request to have the $50.00 you paid for the repair and the $20 off coupon deducted from the cash price. The total discount you are requesting is $70.00 and we are offering a total discount of $73.90.
 
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 area. Thank you for your business, we do appreciate it.