Safelite AutoGlass

Dear Miss
 
I’m very sorry for the miscommunication regarding changing the work on the windshield of your 2012 Mitsubishi Eclipse from a repair to a full replacement. In checking our records you are scheduled for a full replacement on Wednesday April 8, 2015 between 3:00pm and 5:00pm. If this...

information isn’t correct, please feel free to contact us at 1-[redacted]
 
We truly appreciate your business and apologize for any inconvenience you have experienced.

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the windshield installation on your 2004 Dodge Sprinter. I understand how this would be frustrating.  After further investigating it looks like we have accepted liability for the rust and will take...

care of this issue. We will remove the windshield at your appointment on Aug. 7th to get a good estimate on how much the repair will be. I am so glad we are able to help you out! Thank you so much for your business and we do appreciate you!

I’m so sorry that our attempt to repair the chips in the windshield of your 1999 Honda Accord wasn’t successful. While we do have a very high success rate with our repairs, there’s no way to guarantee how the already damaged glass will react to the repair process. Attached is a copy of our warranty...

which includes our policy regarding repairs. Our technicians advise customers before the work is started that there is a possibility that the damage may get larger due to the pressure applied to the glass during the repair process. Our warranty states that Safelite is not responsible for such damage. If a repair isn’t successful, replacement is the only alternative and is subject to any deductible on your auto policy. We have reworked your quote to be able to provide a lower price for replacement of your windshield in our Harrisburg, PA location. The original price quoted was $357.89 and we have been able to reduce that price to $253.29. If you would like to take advantage of this price, please call ###-###-#### and reference quote number [redacted]. This quote will remain in our system until July 10, 2015. Again, I apologize that the repair attempt wasn’t successful. We would like to be able to assist you with a windshield replacement. Safelite does appreciate your business.

Complaint: [redacted]
I am rejecting this response because: I will not accept this explanation period. There was no impact, and I will not accept this as an explanation of cause. There is equally another long fracture with missing segments next to this. There was no impact on the window. I am the only driver on this truck, and I should know of such a thing. The glass company that replaced the window a second time also stated, although they did not feel it was impact either.

ar Mr. [redacted],
Thank you for the estimate, pictures and additional information that you provided. Safelite has agreed to pay to replace the damaged seat cover for your Honda CR-V. We have approved the amount of the estimate provided and if you need a rental vehicle, we will cover that cost as well. Safelite doesn’t cover any optional insurance or fuel charges, just the cost of the rental.
A member of our Executive Service team left a message for you today advising of this information as well. We look forward to hearing from you at 1-866-212-5457 so that we can discuss the entire process, make payment arrangements with the Collision Center and set up a rental, if needed.
Again, I’m very sorry for the trouble and the delay in resolving this issue. We do appreciate your business and wish you the best during this holiday season.

I am rejecting this response because: I accept the response they are asking for an address and there is no other way to respond, the correct address is [redacted], **  [redacted]
Regards,
[redacted]

I am rejecting this response because:any car can have rust and this response is very vague
Regards, [redacted]

Good Afternoon,
I just received an update from a supervisor in our Sales Quality Assurance department. Safelite is unable to release recorded calls outside our call center. I'm sorry that I'm not able to send you the recorded call.
I was able to confirm that the QA supervisor spoke to the consumer on July 12, 2016 and did play the recorded call for him and had a lengthy conversation with him. The consumer wasn't satisfied even after hearing that he did confirm the part incorrectly to the representative. Mr. [redacted] stated that the glass was stationary not a power window when asked by the Sales Representative. The email I received from the QA supervisor specifically stated "I called the customer and played the audio for him and we discussed it. I played the portion of the call where the part was confirmed and selected, and the customer was not satisfied. I explained to the customer repeatedly that because he confirmed the part incorrectly, there was no error on the part of Sales."
In Mr. [redacted]'s vehicle the back window is a 3 pane assembly, not a single piece of glass. My guess is that when asked about the glass he responded that it was stationary because the single pane that broke was not the sliding piece but one of the stationary panes on either side of the sliding pane. As a courtesy, I would be able to absorb $100 of the cost of the job. The total for the correct part is $618.80  and I could offer a price of $518.80.
If there is anything else you need, please let me know.

Complaint: [redacted]
I am rejecting this response because:
This is complete BS again. There is a point of impact from something so tiny that it could have been a bug and it cracked the windshield. If I would file a claim with my insurance company they would give me another Safelite windshield which we have already determined does not hold up like the factory one. This would increase your profits and leave me with yet another inferior product that you won't stand behind. You can make all the claims you want about your product but you still have to stand behind it. Regardless of what pocket the payment comes from the product should be worthy of payment. This complaint is in reference to the poor quality of the product and terrible service I received on the phone. Neither of which you seem to be willing to address. Thanks again for your lack of assistance.

Dear Ms. [redacted],
 
I’m very sorry for any misunderstanding regarding the cost of the windshield replacement on your 2012 Ford Focus. I hope that I can help make sense of this for you.
 
Insurance companies pay for damages, including auto glass damage, based on what they establish are...

reasonable and customary rates. Each insurance provider sets their own rates and a glass provider has to agree to accept those rates in order to be an authorized shop. There are contractual agreements in place between insurance providers and repair shops to establish agreed upon rates and the insurance company will not pay any invoice that is different than what the contract calls for. This is very similar to the contractual agreements that health insurance companies and healthcare providers have in place.
 
With Safelite a retail cash quote to a customer will be different, in most cases, than what an insurance company has agreed to pay for the same work.
 
Again, I apologize for any confusion. Please feel free to contact Safelite or your insurance provider with any additional questions.

I received a check in the mail today for $87.65. I was supposed to be reimbursed $140.00, the amount I paid to repair my car. I was told by the Safelite Executive Service Team that I would receive my check for $140.00.
I do not know how they came up with $87.65. I expect the remaining $52.35 immediately, at which point I will accept the business' response.

I’m very sorry that our attempt to repair the windshield damage on your 2012 Ford Focus 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. 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. If the cost of the repair was paid by the customer, that amount would be credited toward the cost of the windshield or their insurance deductible if a claim is filed for the replacement.
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
Because you weren’t happy with the results of the repair, we didn’t charge you for the work. Our technician didn’t do anything wrong while attempting to repair your windshield. Therefore we are not able to provide a windshield 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 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'm very sorry to hear about the wind noise after we replaced the door glass on your 2005 Chrysler Crossfire. I understand that the noise can be a distraction while driving but the vehicle is safe to drive. The glass will not blow out of the opening and it presents no more of a safety hazard than...

driving with the window down or having the volume of the radio turned up high.
In reviewing all the information we have on file, we are currently waiting to receive a hard to locate replacement rubber channel for the door glass. Once we receive that part, we will contact you to have a technician replace that part and adjust the glass to eliminate the cause of the noise.
Regarding the original delays in receiving the glass, I don't have details on what caused the delays. Some possibilities could be delays in transferring the part from a warehouse to your location. Sometimes parts are mislabeled or may be damaged in transit and must be reordered. These circumstances are regrettable and unpredictable. I understand that having to reschedule multiple times is a great inconvenience and I do apologize for that.
Again, I'm sorry that you and your mother have been inconvenienced. We do appreciate your patience as we await the arrival of the needed part. As soon as we receive it, you will be contacted to arrange a time to have everything corrected. If you have any additional questions, please feel free to contact the Executive Service team at 1-866-212-5457.

The rust didn't extend into the pinch weld so the reason listed wasn't sufficient. It was at the seal but not underneath the seal. Furthermore, I never gave the technician permission to take pic, and he was inside my personal residence. Thirdly, you guys sent me soliciting emails for months to replace the window, but never stated once that you were any reasons not to replace it.you are also the only window company nearby that will not replace it. Complaint: [redacted] I am rejecting this response because:Regards, [redacted]

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

The business is inaccurate in their responce. Their lifetime warrenty states that you must report within 30 days of discovery. I discovered the problem of the leak less than 30 days ago. They mixed up the defroster and the leak. They further escalated the problem when their tech came out and replaced the glass but did further damage by damaging the washer fluid delivery both front and rear. He knew he had not repaired it properly because he left without getting a signature that the work had been performed properly. He told no one he was leaving and just left leaving us with further damage to our car. I have spoke to others who have had similar experiences with Safelite not taking responsibility for damages. Why do they even have a lifetime warrenty if they will not honor it?

Thank you!!!!

Dear Mr. [redacted],
 I’m very sorry for the issue with the airbag module and the inconvenience you experienced after the door glass replacement on your 2001 BMW 330.
Thank you for emailing the receipt and documentation to a member of our Executive Service Team in order to process a...

reimbursement check to you. The check request in the amount of $140.00 was submitted today and you should receive the check in about 7-10 business days.
Again, I apologize for the delay. Safelite does appreciate your business.

I’m very sorry for the ongoing issues you reported regarding the windshield installation that we performed on your 2001 Mercedes CLK430 on June 29, 2013. A member of our Executive Service Team spoke to you on January 15, 2015 and scheduled a no-cost warranty appointment for you. The...

appointment is scheduled for Wednesday January 21, 2015 in our [redacted] CA location. At that appointment, our technicians will be performing a water test to determine the source of the water leak. In addition, they will inspect the windshield for damage associated with the incorrect installation of the windshield wiper motor and the wiper itself not being properly adjusted, as stated in your correspondence.
 
After we have been able to test for the water leak and inspect the windshield, we will be in touch with you regarding how we need to proceed. Again, I apologize for the inconvenience and we look forward to resolving all issues.

I am rejecting this response because:I have never had issues with [redacted] or Safelite; I used the same company in Arizona and New Orleans without a problem. I didn't think I had to take pictures. As for the phone number, it would have been ###-###-#### or my work would have shown up as ###-###-####, possibly as [redacted] if it shows up as another number. I don't recall what phone I used; I apologize.You guys should really do the right thing here. It really hurts me that as a customer I am getting challenged when I have had a horrendous customer experience and you still have not accounted for your manager telling me he would follow up with me... and he never did. From three months ago.That's not ok. I just ask that I get it fixed; the dent was not there prior, it was just after.Thank you for your consideration.
Regards,
[redacted]