Safelite AutoGlass

I am rejecting this response because: it is involving the 2012 Jetta, my husbands name is [redacted]. 
Regards,
[redacted]  [redacted]

As Safelite said in their response, the first Safelite person who spoke with me said nothing of the requirements for the warranty, but made some vague statements about taking my car to a Safelite dealer.  By the time I spoke with the second Safelite person, work had already been done.  Had the first Safelite person clearly explained the warranty requirements, I would not have to submit a complaint to Revdex.com.
Because the first Safelite person failed to clearly explain the warranty, Safelite should bear financial responsibility for the faulty work of their dealer.
As a further note to the person from Revdex.com reading this note.  Imagine that you have a car with an inch of water under the carpet.  Would you think that the problem would be due to a leaky windshield, especially when there were no signs of leakage visible on the windshield.  The leak could come from a variety of places.  So, I took the car to a body shop.  There they discovered the leak in the windshield by running water down the windshield.  With the rug removed, I could clearly see the water leaking into the car.  The problem was, without question, due to a leaky windshield.  I could not have known ahead of time that the leak was due to a faulty windshield installation.
Safelite's warranty places unreasonable demands on the consumer.  I am not an auto body expert.  In addition, Safelite had an opportunity to explain the warranty requirements to me during my first telephone call prior to the work being done.  However, they failed to make the requirement clear.  They admitted their failure to do so in their response to me.
I am still requesting that Safelite pay the cost of repair including the damaged carpet.

Dear Mr. [redacted],
Please feel free to stop into your local Safelite location anytime during business hours. If you would like to schedule an appointment, contact our Executive Service team at ###-###-####. The shop may be able to identify the manufacturer of the windshield that was installed. That's not information I can tell from the work order.

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

I’m very sorry that you weren’t happy with the windshield repair we performed on your 2006 Jeep Commander. While we do have a high success rate for our repair work, there are times where the process fails or just isn’t satisfactory. When a customer pays out of pocket, our policy is to credit the amount of the repair toward a windshield replacement with Safelite.
 
As a courtesy, we will be issuing you a credit for the full $148.57 to the credit card you provided as payment for the work. Please allow 3-5 business days for the credit to appear in your account. If you wish to have Safelite perform the replacement, there would be no courtesy discounts applied to the cost but you would be entitled to any online promotions.
 
Again, I apologize that you weren’t happy with the repair. If you need additional assistance, please feel free to contact us at 1-[redacted]

Dear Ms. [redacted],
 
I’m truly sorry that you feel that the pricing agreed to by your insurance provider is more than what is reasonable for the work. If you have had an opportunity to discuss this with your insurance carrier I hope that they were able to ease your concerns.
 
As previously stated, the price charged to your insurance company is an amount that is agreed upon by the insurance company and any network glass provider that is contracted to do the glass work. The pricing is not established specifically by Safelite, the same price would be paid to any network glass provider that you chose to do the work. When a customer files a glass claim the pricing is determined based on what the insurance provider states they will pay for the work. The invoice to the insurance company will be rejected and will not be paid if it doesn’t match exactly what the contract states.
 
While it is true that glass pricing fluctuates, that only impacts retail pricing. When someone provided that reasoning for the difference between a cash quote and what your insurance company paid, that was only part of the answer and didn’t really apply to your situation. I apologize that you were not provided a more accurate and detailed response to your inquiry.
 
Again, we greatly appreciate your business. I hope that this explanation has been of assistance. If you have any further questions, please feel free to contact us at ###-###-####.

Dear Mr. [redacted],
 
I’m very sorry that our attempt to repair the windshield damage on your 2012 Lexus CT 200 wasn’t successful. While we do have a very high success rate with our repairs, there is no way to determine with any degree of certainty 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. You authorized the repair attempt with the knowledge that in some cases the damage may get larger. I have included a copy of the pre-authorization that Mrs. [redacted] signed before the work was started. Had you decided that you didn’t want to take the risk on a repair, replacement would have been the only option. I have attached a copy of our warranty, which includes our money back guarantee for repairs.
 
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
 
Again, I apologize that the attempt to repair your windshield wasn’t successful. While Safelite does understand your frustration, we are not responsible for the already damaged windshield ultimately requiring replacement. We would be happy to work with you to provide the best possible price for the windshield replacement. The out of pocket amount you paid for the repair will be applied to the replacement cost. If you have additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

Dear Ms. [redacted],
I’m very sorry to hear that you aren’t satisfied with the windshield installation we preformed on your 1998 Ford Taurus. A member of our Executive Service Team spoke to you on July 20, 2015 but you were out of the country. You did request that our representative contact you on...

July 23, 2015 at about 4:00pm. She will contact you to discuss your concerns at that time.
Thank you for your business and we look forward to speaking with you to resolve your concerns.

Dear Mr. [redacted], I’m very sorry to hear of the issue with the drip rail molding on the roof of your 2014 Toyota Tacoma. I understand why you feel this is due to the windshield replacements we performed. However, I verified with the Safelite store manager that we don’t move or remove those...

moldings when replacing the windshield. The molding itself isn’t attached to the windshield nor does it actually touch the windshield. I also did some online research to see if other Toyota Tacoma owners have experienced the same problem and if it was found to be a result of a windshield installation. I did find a number of forums about the drip rail moldings coming loose or coming off completely. A common theme was that the moldings are attached with double-sided tape by the manufacturer. Over time going through car washes and exposure to the elements can cause the adhesive to deteriorate. I didn’t find anything online that tied the molding issues to glass replacement. There were stories of the molding coming off in automatic car washes and while driving on the highway. You may want to check with your local Toyota dealer if you still have a warranty on your truck. The failure of the adhesive might be covered under your warranty.  I do understand how frustrating this must be. If this was something that was caused by our installation we would absolutely take care of it under our warranty. Since we don’t move or remove the moldings and this is  a documented problem on this vehicle, Safelite’s position is that we bear no liability for the issue. If you would like to discuss this further, feel free to contact your local Safelite location or contact our Executive Service team at ###-###-####.

Dear [redacted],
I’m very sorry that the rattle continued after we replaced the door panel on your 2015 GMC Sierra. Our records show that you had the issue corrected by your local dealer and we are reimbursing the amount you paid for the work. You should receive a check in the amount of $158.54 within 7-10 business days.
If you don’t receive the check by May 5, 2016 or if you have any questions at all, please contact our Executive Service team at ###-###-####.

Dear Ms. [redacted]
 
I’m terribly sorry about the delay in responding to your concerns about the chip repair attempted on your 2010 Ford Fusion. While most repairs are successful, there is a small failure rate which should be explained to the customer prior to the work being started by the technician. If the repair is unsuccessful or not visibly pleasing a full replacement is required.
 
The Safelite manager spoke to the technician that worked on your vehicle and verified that the risks were not fully explained or that the appropriate expectations were not set prior to the service. Our technician now understands how important it is to have this conversation with every customer prior to beginning the work.
 
Because of this, we are offering to replace your damaged windshield at our expense. Due to the high probability of inclement weather and to provide the best possible installation experience the work would need to be scheduled as in-shop service at our Yorkville, NY location. Please contact our Executive Service Team at 1-[redacted] to schedule the appointment.
 
Again, I apologize for the failure of the repair and the delay in responding. We look forward to the opportunity to replace your windshield. Thank you for your business and patience. Safelite wishes you Happy Holidays.

I’m terribly sorry for the delay in responding to your concerns about the windshield repairs on your 2013 Mazda CX-5. We do have an approximate 92% success rate with our repairs but there is no way to determine how the damaged glass will respond during or after the repair process. We do provide a...

money back guarantee with our repairs if they ever fail or if they are not visually appealing. A windshield replacement is the next step if that happens and it would be subject to any comprehensive deductible on the insured’s policy.
 
As a gesture of customer satisfaction we would like to offer you a replacement windshield at no cost to you or your insurance company. This is contrary to our standard warranty and usual procedure but our goal is Customer Delight. We hope that you will contact us to accept this offer. The replacement installation will include our national lifetime warranty that covers defects in materials and workmanship.
 
Again, I apologize for the delay in responding. We hope to hear from you at ###-###-#### to schedule a no cost windshield replacement. Safelite greatly appreciates your business.

I would like to extend a sincere apology for the damage to your 2009 Lexus RX 350 due to the complimentary [redacted] Clip that we provided to you. Per your conversation with [redacted] on August 20, 2014, I understand that [redacted] the manufacturer of the product, will be paying for the repairs to your vehicle. [redacted] has also offered herself as a direct contact if Safelite may be of any additional assistance.
 
Again, I’m very sorry about the issue and the initial response from the Safelite manager.
 
We truly appreciate your business and your understanding.

I truly apologize for your recent experience with Safelite Auto Glass. I understand your concern and glad you brought this to our attention. Upon further investigation, we found out that this was a system error and you will not be responsible for any out of pocket costs.
 
Again, I...

do apologize for the issue you had but glad we were able to assist you. We greatly appreciate your business!

I called Dec 4th to speak with the people per the response. She said even thought they see where I was told they were going to be there to do the installation on several occasions " we do not compensate people for their lost wages".  I told her I need to speak with a supervisor and she said no on was available to doing anything more than the $50 check but they would call me right back. That was three days ago.  My time, lost income and aggravation is worth a lot more that $50. Sad way to run a business these days.

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.

Today Safelite FINALLY repaired the car and installed all missing parts (two side spacers and a lower molding) that were missed during first install. Car looks lot better now. Much appreciation and  Big THANK YOU to Revdex.com for handling this case. Hope won't get any problems with this repair in future. I had a repair done before may be 7 or 8 years ago in [redacted] by Safelite and they did good job and so I went to same company here in [redacted] for the repair. But they messed bad this time. Took couple of months to fix it.
Regards,
[redacted]

I followed up with the Safelite shop this morning. We did have a technician reconnect the windshield washer hoses on Saturday. I see that the consumer wasn’t satisfied with my response from Friday. I will be happy to refund the mobile fee to her as a courtesy. I just wanted to get a jump on this and let you know what occurred. Happy Monday!Nancy S

I reviewed the response made by the business in reference to complaint [redacted].   After finally receiving payment restitution from Safelite Auto Glass of [redacted], I accept this as closure of this case. 
Regards, [redacted]

Dear Ms. [redacted],I'm so sorry for the difficulty you had in getting an OEM windshield installed in your 2016 Buick Enclave. At this time, customers don't have the ability to get a quote for or schedule a replacement with OEM glass through our website. Those requests must be handled by a...

Safelite representative in conjunction with the Safelite location that will be doing the work. When OEM glass is requested, a parts specialist must contact a local dealer to get the price and estimated delivery time to the Safelite location.  I do see that we replaced the aftermarket glass with dealer glass on September 23rd. There was no additional cost to you, Safelite did cover the full cost of the replacement.Again, I apologize for the issues. I hope that everything went well with the second installation. If you have any questions or concerns, please contact our Executive Service team at ###-###-####. Safelite does appreciate your business.