Safelite AutoGlass

I am rejecting this response because:I drove into Safelite with a broken back window. In order for the tech to get to the back window he disconnected the terminals that lead to the airbags.That is a complete lie when stating they didn't disconnect the airbag before installing the glass. The only static electricity was from the technician disconnecting the airbags to replace the back window. The airbag connections must be taken off in order to replace the window. The technician told me that himself from Safelite. He told me when he reconnected the airbags that's when the light came on,only after he reconnected it. He told me that's how it was done and he wasn't sure how or why it was staying on. Furthermore, Eddie the manager told me to go to Ford and have it looked at and without a doubt stated they would take care of it. Only when they realized the severity they dishonored the claim. Ford only will tell you that there was a short or static interference or someone hit the module. They aren't going to say safelite was at fault but the bottom line is they took my vehicle apart absolutely disconnected the airbag and reconnected it causing the short or interference. It seems kind of ironic that the airbag light went on only after they touched my vehicle. If something was hit or a wire was crimped it came from the tech taking it apart. I drove the vehicle for 3-4 days before the window was fixed. There was no airbag light on until I drove the car out of Safelite. So between the time I drove in with no airbag light on and drove out two hours later with the airbag light on who caused the static interference? I am beside myself! The technician made a mistake and crimped a wire or hit something inside where the module is. That is the only logically possible way this happened.
Regards,
[redacted]

Dear Ms. [redacted]
I'm sorry that you didn't find our previous response satisfactory. I want to reassure you that the necessary parts have been received and checked for damage. They are in the hands of the Safelite store manager and he has confirmed the parts are correct and undamaged. We do have an appointment scheduled to install all parts on July 13, 2016.
Your frustration and skepticism is understandable. This situation has gone on much longer than is normal, which is regrettable. We look forward to installing the parts for you so that you won't have to deal with this disruption to your life any further.

I’m very sorry for the delay in responding to your concerns about the windshield installation on your 2011 AUDI A4. The markings you referred to are required by the Department of Transportation (DOT) for all glass sold in the United States. The DOT stamp shows information about the glass and...

indicates its certification as well as meeting the DOT standards for automotive glass.
 
While the aftermarket glass we installed is from a different manufacturer than the original AUDI glass, it is made to the same specifications as the original glass and is not an inferior product. If you would prefer to have the OEM glass installed, we can order it and install it for you. I don’t have information on what the additional cost would be to you, but we could provide that to you if you choose that option.
 
Again, I apologize for any misunderstanding regarding the windshield installation. You may want to look at the windshield glass on new vehicles at your AUDI dealer to feel reassured that the DOT stamp is standard and required. Safelite appreciates your business. If we may be of further assistance, please let us know.

I'm rejecting the response because I did provide documentation - in the form of a credit card receipt to the same individual who originally authorized the work. There was also the obvious fact that windshield in the vehicle was branded as their brand. They denied this documentation as unacceptable because they didn't keep the same records that they required the customer to keep.
It was not printed on the original receipt that the warranty was dependent on providing a copy of the original receipt. That was never disclosed to me.
Furthermore, when I did find my receipt, the manager of the local office canceled my appointment without notification.
So the issue here is that the company is trying to get out of providing warranty work by making unusually excessive demands - demands that it could not meet either, and did not notify the customer of beforehand.
The resolution is for the company to change their policy so that a proof of payment and material possession of their product is enough to honor the warranty that they provided.
Regards,

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

they never intended to fix my windshield. the day arrived in which they were supposed to replace and the tech showed up with NO windshield. If I was your mother,sister or daughter how would you feel about a company that values their negligent employees over their customers.  They pretended to check the windshield and made up an impact point if it was an impact it was due to safelites tech the day of services. I never cleaned the windshield or wipers and haven't even washed my car in weeks yet to this day.we don't have muddy places or dirt roads in which I drive on. The tech that arrived with no windshield told me he was noir going to discredit the services of his friend\coworker and the manager who never seen the windshield argued with me as though I'm at fault.is this the image you want your company to portray.sending this letter viral.The people need to know what to expect if they choose safelite for services.is one but windshield really worth losing multiple possibly thousands of customers.God bless you and enjoy your day.People even your employees aren't perfect and can ,will and in my case has made mistakes

I am very sorry that the initial quote you received was inaccurate. According to our records, there are two options for the glass that needed to be replaced. One part includes the vehicle’s antenna and the other doesn’t. When you were quoted the amount of $319.83, it was for the...

glass that didn’t include the antenna. Our notes indicate that you weren’t sure which piece of glass was correct and we were to be contacted with that information and when to schedule the work.
When the vehicle owner came in to have the work done, we realized that the glass needed to have the antenna and we provided an updated price to the vehicle owner at that time. We were aware that you were the responsible party and suggested that the owner of the vehicle might want to advise you of the difference in cost for the correct part. I don’t know whether you had a conversation with the owner of the vehicle or not. The owner of the vehicle authorized us to do the work with full knowledge of the correct price.
Our position is that we provided a quote in good faith with the understanding that there may be a change due to the question of whether the glass contained the antenna or not. We did provide a corrected price to the owner of the vehicle and the work was authorized by the owner of the vehicle.
 
If you have further questions or concerns, please feel free to contact our Executive Service Team at 866[redacted].

Dear Ms. [redacted]
 
I’m very sorry for any misunderstanding regarding the back glass description for your 2002 Ford Explorer. Within the auto industry, including auto glass, any part that states “paint to match” requires painting to match the vehicle on which it’s being installed. Safelite Auto...

Glass does not have the ability to paint parts. This is a job to be done by a qualified collision center or body shop.
 
When the replacement is done through an insurance claim, the painting would be covered by the insurance claim if the total was more than the insured’s deductible. When a customer is paying out of pocket, it becomes the customer’s responsibility to pay for the painting. Safelite, as the installer of the glass, is not responsible for painting the part to match the vehicle.
 
Again, I apologize for any misunderstanding and inconvenience you have experienced. Please feel free to contact us at 1-[redacted] with any additional questions or concerns. We do appreciate your business.

Dear Mr. [redacted]I'm very sorry that there was damage to your 2000 Ford F350 Pickup after we replaced the windshield. I have checked with our legal team and they won't agree to any changes to the Release of Liability. I don't have a copy of the repair estimate, nor was I able to locate the unsigned...

copies of the Releases that you were sent. Therefore, I have included a generic version of the release that we would need you to sign in order to pay you directly for the repairs. Some language has recently been updated to resolve concerns or confusion about the customer's future rights. If this form is acceptable to you, please let me know and forward a copy of the repair estimate through the Revdex.com. You will then be sent the ROL with your information for your signature and the date. Once the signed release is received a check will be mailed to the address on the release. You would receive the check within 10-14 business days after the signed release is received. If you have any additional questions or concerns, please call us at ###-###-####

Dear Mr. [redacted],
Thank you for your patience as we researched this issue and listened to some recorded calls between you and members of our Executive Service team. Safelite's opinion is that our technician wasn't responsible for the damage. The wrap was applied over the edges of the moldings around your windshield and upon removal of the moldings the damage was inevitable. However, one of the members of our Executive Service team did lead you to believe that we would cover the cost of the repairs. Therefore, we will honor that.
We did receive both estimates and we can offer you two options. You can have the work done by either vendor and Safelite will pay them for the work. The second option is to issue a check to you for the repairs based on the lower estimate, have you sign a release of liability and you can have the work done at your convenience. Once you have decided which option you prefer, please let us know and we will move forward.
If you have any additional questions or concerns, please feel free to contact us at ###-###-####.

On August 1, A[redacted] from Executive Services call me and left a message, I returned the call and was told she was unavailable.  They took my number and said she would call me back.  It is know 10 days later and no call.  Great Customer services !
This company has the worse...

support. 
The public needs to know that if they get involved with this company that they are taking a huge risk for not only workmanship, but more importantly Customer Service.  If they would have just acted like they cared and looked at me windshield I wouldn't have complained.  They were unwilling to do this.  Then they call and act like they care (key word is act) and don't call back.  It is a wonder they are still in business. 
Consumers need to know how shady they are so hopefully you can post my complaint where everyone can see it.  I have insurance that covers the glass so this was not about the window, it was purely about customer service.

Safelite does not want to accept liability on behalf of their mistake. They are denying that it  was their representatives' lack of experience and training that resulted in further damage of my windshield.

Dear Mr. [redacted],
I’m very sorry that you had damage to the windshield of your 2014 Ford F150 so soon after we replaced it. We do provide a Nationwide Lifetime warranty for defects in the product or the workmanship for as long as you own the vehicle. If an object hits the windshield and damages...

it, that is not covered by the warranty.
Our representatives are trained to educate our customers on what is or isn’t covered by the warranty when they call to report such an issue. When our technician inspected the windshield, there was evidence of a rock or some other object hitting the windshield. The “chunk of glass” was evidence that there was an impact to the glass. A true “stress fracture” would start from the very edge of the glass and would cause a linear crack but have no impact point. There is no way to predict when an object might strike a windshield leading to either a repair or replacement of the glass.
Again, it is regrettable that you incurred new damage to your windshield only a month after replacing it. Because new damage is not covered by the lifetime warranty, we will not honor your request to refund you in whole or in part for the windshield replacement done by another glass provider. If you have any further questions, please feel free to contact our Executive Service team at 1-866-212-5457.

Dear Mr. [redacted],
I’m very sorry that the paint on the roof of your 2003 Honda Odyssey was damaged after the windshield installation we did in April of 2013. Our records show that we issued you a check in the amount of $500 on August 20, 2015 and the check was cashed on August 25, 2015. That...

amount was paid as a settlement for paint damage to the roof of your vehicle. It is our understanding that you accepted the $500 with the understanding that this particular issue would now be closed. You do still have a warranty with Safelite for the original windshield as long as you own the vehicle.
Again, I apologize for the damage. If you have any additional questions or concerns, please call our Executive Service team at 1-[redacted]

Dear Mr. [redacted],I’m sorry that our previous response didn’t address all your concerns.When our technician inspected the windshield of your 2000 Nissan Maxima, there were notes added to the work order. “no stress crack detected, rock from road cracked w/s.. sector 7, 12in”. This notation states there was no sign of a “stress crack” at the time of inspection. It only indicated that a rock hit the windshield in the passenger side upper portion of the windshield causing a crack that was about 12 inches long. We have no documentation or pictures of damage that would be covered under our national lifetime warranty.If you have any pictures that show a different situation, please feel free to contact our Executive Service team at ###-###-####.

Dear Mr. [redacted],
I'm very sorry for the delays in getting the replacement windshield installed on your 2010 Lexus RX350. In reviewing our records, the only phone number we were provided when the job was scheduled was 732-986-4017. A representative noted that a confirmation call was attempted on...

February 22, 2016 but no voicemail was set up and she was unable to leave a message. I see that our technician was able to complete the windshield replacement on Saturday February 27. 2016.
Your experience and feedback have been provided to the Safelite locations upper management and will be addressed appropriately. In addition, we have honored your request for a 20% discount off the cost of your windshield replacement. The price prior to the discount was $397.55. When the order is invoiced you will only be charged $310.15 for the work.
Again, I apologize for the issues. We do appreciate your business and appreciate your fedback. If you have any additional questions or concerns, please feel free to contact us at 1-866-212-5457.

I apologize that our previous response regarding the windshield replacement on your 2010 Kia Soul didn’t address all your concerns and wasn’t satisfactory.
I’ll attempt to address all your concerns as indicated in your rejection.
1.       All aftermarket glass is made to the same specifications as the original manufacturer’s glass. It is
required to meet the same Federal Motor Vehicle Safety standards for safety, light transmission, and structural integrity. There can be slight (usually not significant) variances in the tint and shadeband colors between manufacturers and between batches of glass from any manufacturer, including the original manufacturer. Our records don’t indicate EXACTLY how the glass installed differs from the original glass. If you could provide specifics, we would be happy to address them.
2.       You stated that the technician had “gone through your car”. Specifically, that a sticker you had
removed from your damaged windshield had been placed on the new glass. A technician may do this as a courtesy to the customer if he or she believes that it most likely is needed on the new windshield. In addition, some papers that had been on the floor of your vehicle were placed on the seat. This may have occurred so the technician didn’t step on them or get them dirty while working inside your vehicle. I’m sorry that this was not acceptable to you. It was done in order to be courteous and not to invade your privacy.
3.       The claim filed with your insurance provider didn’t specify that OEM or dealer glass was requested.
Your insurance claim indicated that your windshield should be replaced with one that was of “like kind and quality” as the original. That is what your insurance provider agreed to pay for under the claim. If you would like OEM (KIA factory glass) it is likely more costly than the aftermarket glass that was installed in your vehicle. If your insurance provider agrees to pay for any additional cost, the claim can be changed to show that and we will order and install the glass with no additional cost to you. If your insurance provider does NOT agree to pay any additional cost for OEM glass, we could still order and install it for you. Any additional cost would be your responsibility.
4.       A member of our Social Media team received your first communication on October 27, 2015. After she
verified that she was looking at the correct work order, she contact the Safelite shop prior to sending you a reply. That reply included the information that your glass claim didn’t specify OEM glass and you were informed by the local Safelite shop that the glass that we had available was aftermarket glass. You advised them that you needed the glass installed and authorized the aftermarket replacement. The Social Media representative also stated that we could order and install the dealership glass but your insurance provider would need to approve any additional cost and update the claim to reflect the change. We received no reply from you and the file was closed after 24 hours pending a response from you. You were sent an email survey at that time.
5.       On October 29, 2015 we received a survey response from you that the issue was not resolved. On
October 31, 2015 our notes show that a representative attempted to contact you at the only phone number we have on file for you. At approximately, 11:44 AM eastern time the representative left a message with our contact information so that we could discuss the issue further. As of November 4, 2015 we had not received any additional correspondence from you and the file was again closed.
As previously indicated, we strive for customer satisfaction. We do appreciate your business and would like to discuss this further and reach a satisfactory resolution. Please feel free to contact us at ###-###-####.

I’m very sorry that the attempt to repair a chip in the windshield of your 2007 Nissan Xterra wasn’t successful, resulting in the need for a full replacement. While we do have a very high success rate with our repairs, there is no way to guarantee how the already damaged glass will react to the...

repair process. We do provide a money back guarantee with our repairs meaning that whatever was paid for the repair will be credited back to the paying party. Windshield replacement is the only alternative and it would be subject to any deductible on the policy.
 
Our records show that a [redacted] representative provided you a quote of $324.90 for the windshield replacement. This amount did not include the sales tax of $19.25. The amount you were charged for the windshield replacement was $294.15 which does include the $50 discount you were promised. This amount was charged to the credit card you provided for payment.
 
Again, I apologize that the attempt to repair your windshield wasn’t successful. We do appreciate your business at Safelite. If you have any additional questions, please call our executive Service team at ###-###-####.

Dear Mr. [redacted],I’m very sorry that we weren’t able to replace the windshield of your 2005 [redacted] RAV4. I reviewed the notes we have on file regarding this and contacted the local management team to get more insight. The store manager stated he did speak with you on our technician’s phone and...

explained our policy on rust and why we couldn’t complete the job.According to the technician and the store manager, the amount of body rust was more than what we consider to be safe to replace the windshield without repairs by a body shop. Safelite will not knowingly perform an installation that we believe to be unsafe. If there is rust in the pinchweld and installation area the urethane that holds the windshield in place will not adhere properly to the rusted metal. If the rust issue isn’t addressed properly, the rusting will continue to progress. The likelihood of water leaks will increase and the seal around the windshield may fail if it has nothing solid to adhere to.Regarding the hardware, the technician and store manager advised that the technician didn’t take any hardware with him. As far as the inspection sticker, they can’t be transferred from the damaged windshield to the new windshield so you would need to replace that even if it was on the discarded broken windshield.Again, I regret that we weren’t able to safely replace your windshield. We don’t have any hardware or any other property that belongs to you. Therefore, we have nothing to return to you.

I’m very sorry that our attempt to repair the windshield damage on your 2011 Chevrolet Cruze cracked out. 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. Nor is there any way to predict...

whether the repair will hold for 1 day or 10 years. Our repair process is the most advanced in the industry and it is highly unlikely that the repair cracked out due to anything our technician did or didn't do in 2014.
 
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. When we replaced your windshield you did pay your $100 deductible in full.
 
As a courtesy and to thank you for continuing to trust Safelite for your auto glass needs, we will be happy to refund your $100 deductible to you. We will need to verify your mailing address to send the check. Once we receive that information, please allow 7-10 business days to receive it in the mail.
 
Again, I apologize that the repair cracked out and a windshield replacement was necessary. We do appreciate your business and look forward to hearing from you at ###-###-#### so we may confirm your mailing address.