Safelite AutoGlass

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 there was damage to the wiper transmission during the windshield installation we performed on your 2005 Saturn Ion. A member of our Executive Service Team attempted to reach you by phone today and sent you an email to get more details about how the issue was finally...

corrected and requested a copy of the receipt for review.
 
Could you please contact us by phone at [redacted] or respond to the email that our representative, [redacted], sent today? Our fax number to submit a copy of the repair receipt is [redacted]
 
Again, I apologize for the inconvenience. We look forward to working with you to resolve this quickly. Safelite appreciates your business.

Dear Mr. [redacted],I’m very sorry that the windshield wiper motor needed to be replaced on your 2007 Audi A3. I will also address how our policy for failed repairs works. I have attached our national lifetime warranty and the invoices for the two chip repairs you had done by Safelite in 2010.When the...

windshield was replaced on March 24, 2017; you had the good fortune of having the work done by our Quality Manager as a training demonstration for a group of technician trainees. Therefore, every step of the process was performed by the Quality Manager to show the correct processes from pre-inspection to post-inspection. Prior to the work being started, the wipers were tested and they performed properly. After the work was completed, the wipers were again tested and they performed properly. During the windshield replacement process, there would be no need for a technician to remove or even touch the windshield wiper motor. Therefore, we will not accept responsibility for the wiper motor going out and requiring replacement. With the vehicle being 10 years old, it most likely stopped working due to normal wear and tear.When we perform a chip repair, we provide a money back guarantee stating that if the repair ever fails we will credit the amount paid toward a replacement windshield from Safelite. While there is nothing noted to indicate if one or both of the previous repairs failed, generally we will only apply one credit toward the replacement. Because this is a bit of a gray area, as a courtesy, we will credit you for both repairs and a check will be mailed to you. The total you paid for the repairs was $194.80 (84.95 plus 109.95). A credit of $97.00 was already applied toward the windshield replacement so you will receive a check in the amount of $97.80. The check will be mailed to the address listed on the Revdex.com complaint. Please allow 10-14 business days to receive the check in the mail.Again, I apologize for your frustration. While we are able to refund the cost of the second chip repair as a gesture of customer delight, we must decline responsibility and your request for compensation for anything related to the windshield wiper motor.

Dear Mrs. [redacted],
 
I’m so sorry that the repair on your vehicle has failed. Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts to crack out further or is  not visibly pleasing; Safelite offers...

a money back guarantee where we will credit the cost of the repair toward the replacement of a new windshield; However your deductible or out of pocket cost would apply.

I’m very sorry that our previous response didn’t fully address your concerns about the windshield of your 2007 Nissan Xterra.
 
According to conversations with the manager of the Safelite location, the method used by the original technician was consistent with our procedures. The “primer” mentioned doesn’t affect the outcome of a repair it only preps and dries out the area to be repaired. The actual repair work is done by a small machine using suction to remove debris and moisture from the damaged area and then the technician injects resin into the damaged area. The resin is allowed to cure and then the area is polished. In the words of the Safelite manager, “there is no wrong way to do a chip repair”.
 
The results of the process may differ due to any number of variables. In a small percentage of cases the repair process isn’t successful or may be visually displeasing. If the damage is in the driver’s line of vision it is generally recommended that a replacement be done instead of a repair. Even with a successful repair the damage doesn’t disappear so if it’s in the driver’s line of vision it can cause issues.
 
Again, I apologize that the repair wasn’t successful and a replacement was required. We do appreciate your business. If you have additional questions, please feel free to contact us at ###-###-####.

Dear Ms. [redacted],I'm very sorry about the issues surrounding the back glass replacement for your 2002 Mercedes Benz S500. The back glass contains the connection and wiring for the antenna but the antenna itself is a part of the vehicle and doesn't come with the replacement glass. I do regret that...

this wasn't made clear to you when you scheduled the work. We are refunding the entire amount that you paid for the back glass installation back to the credit card used at the time of service, $350.39. Please allow 3-5 business days for the credit to be acknowledged by your financial institution.Again, I apologize for the issues and the delay in getting the refund to you.

Dear Mr. [redacted],
 
I’m very sorry that the windshield repair performed March 16, 2015 on your 2014 Nissan Rogue was not to your satisfaction. We do have a record of emails that you sent to us regarding your dissatisfaction. Due to record-setting call volume we haven’t been able to respond in...

a timely fashion. We are working diligently to become current and meet our goal of responding within one business day.
 
On March 31, 2015 a member of our Executive Service team left a message for you that she had spoken with the manager of the location that performed the work. You are correct the gentleman that performed the repair is the manager of that location. He stated that for a smaller repair, it may be necessary to increase the size of the damaged area in order to allow the resin to flow. The manager also stated that the repair process and the risks involved were explained to you before the work was started.
 
It’s difficult to predict how any repair will turn out prior to beginning the work. A chip is damage to the glass and the repair is an attempt to save the glass and restore the structural integrity of the windshield. If the repair is not successful or if you aren’t satisfied with the repair for any reason, replacement is the only option and your deductible does apply. Because your insurance company paid for the repair, they would receive a refund of the repair cost if your windshield is replaced with Safelite.
 
Again, I apologize for the delay in responding to your concerns about the unsatisfactory repair. If you would like to schedule a replacement, please feel free to contact us for an appointment. Safelite does appreciate your business.

Dear Mr. [redacted],I’m very sorry that you are experiencing a water leak after we replaced the windshield of your 2014 Honda Civic. Safelite does provide a Nationwide Lifetime Warranty on the materials and the workmanship for as long as you own or lease the vehicle.I see that you spoke with a member...

of our Executive Service team on March 27th around 9:20am. We do have a no-cost warranty appointment scheduled to come to your location on Thursday March 20th between 12noon and 5pm. Our technician will locate the source of the water leak and most likely remove and reinstall the windshield to stop the leak. If there are any damages associated with a leak from the windshield, Safelite will be responsible for those as well.If you have any additional concerns, please feel free to contact us at ###-###-####.

I am not a glass expert, Safelite is. If the OEM was needed in the first place, they should have advised me to get the right equipment from [redacted]. The vehicle is now at a body shop where it has been evaluated by [redacted] and I am waiting to hear back on their decision. I didn't take the car to the dealership as I stated because [redacted] took over with the claim but I am sure Safelite will continue to be involved as they likely damaged the camera system and now I have been without my car for a month. 
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11401496
I am rejecting this response because:
Regards,
Gene Chance You have asked what I want done to resolve this issue. I want the correct window installed. That is all I am asking for and all I have been asking for. Call me at 443-635-7975 and let me know the date the car needs to be taken in and dropped off. That will resolve the issue

Dear Mr. [redacted],
 
I’m very sorry that our attempt to repair the windshield damage on your 2004 BMW 325 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. Our technician did have you sign a pre-authorization before beginning the work. I have attached a copy of that document. The information in that document includes a statement indicating that in a small number of repairs the damage may get larger and Safelite is not responsible for that. You authorized the repair attempt by signing the document on the technicians mobile device. 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. If you have additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

While I appreciate the refund for the incredibly poor experience with Safelite, it is not my agreed upon solution. In addition to my previously recorded complaints. .  someone from Safelite did call today. They directly dialed my voice mailbox, presumably to avoid speaking with me to hash out this issue. They did not acknowledge a single complaint or apologize and only mentioned scheduling another service (THE 5TH APPOINTMENT)! This is entirely unprofessional after I've contacted Safelite so many times without a single acknowledgment. As previously stated, after the blatant disrespect of my time I do not trust Safelite to work on my vehicle anymore. In addition to the $225 refund for services rendered I would also like a credit for the cost of a rain sensor so I can be sure the work is completed adequately and up to my standards. I will agree pay for my mechanic's labor myself using the $225 previously refunded. I think this is more than a reasonable compromise after this situation has been handled so poorly by Safelite.

Regards, this is the worst customer service I have ever received and I believe you need to learn more about the vehicles you install glass. My particular vehicle has a rain sensor and a automatic headlight sensor there, both get power and ground from the same wires. Automatic headlights work fine wipers did until your techs put my windshield in. So your argument does not work out

I’m very sorry to hear that you aren’t happy with the windshield installation on your 2008 Honda Ridgeline. In checking with the Safelite location in Mesquite, TX; it is our understanding that the vehicle was brought in for a windshield replacement by another family member. There was no...

request for Original Equipment to be quoted or installed. What we and any other glass provider stocks is aftermarket glass which is of like kind and quality which is what was installed on March 21, 2016.
On March 22, 2016 our Executive Service team was contacted about the molding being wavy. A representative offered to schedule a warranty appointment to correct the issue. At that time, you requested Dealer glass and moldings but didn’t wish to pay the additional amount for those parts. Our representative explained that we could schedule a warranty appointment if there were any defects in the materials or workmanship. According to our notes, there is no issue with the glass, you aren’t having any air leaks or water leaks or any other issue that would require replacing the windshield.
Again, I apologize that it wasn’t made clear to our shop that you wanted Original Equipment parts. We would be happy to order those parts for you and install them but you would be responsible for the additional cost of those parts. If you would like to schedule a no cost warranty appointment due to the wavy look of the molding, please give us a call at 1-866-212-5457.

I apologize for the damages that were caused to your 2009 Hyundai Elantra due to the windshield that was installed. Our notes indicate that we are accepting responsibility for the damage and will pay for the repairs. We requested that you provide and estimate from a body shop of your choice, we will contact the shop and make payment arrangements.
If you have further questions or concerns please feel free to contact your local Safelite Shop or you can contact our Executive Service team at 1-866-212-5457.

I’m very sorry that our attempt to repair the windshield damage on your 2013 GMC Terrain 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. 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.
I apologize that you weren’t properly informed of the possibility of the damage getting larger prior to the technician beginning the work. As a courtesy, Safelite would be willing to provide a replacement windshield at no cost to you. You would be provided with a Nationwide Lifetime warranty on the glass and the workmanship as described in the attached warranty document. If you would like to take advantage of this offer, please contact a member of our Executive Service team at 1-866-212-5457.

I appreciate the quick response and resolution provided by the business in reference to complaint ID[redacted], and find that this resolution is very satisfactory to me.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
The business did perform the repair as promised without charge to myself which is what I was trying to get done. Thank you for your help in this matter it has been resolved.
Regards,
[redacted]

I would like to apologize for the inconvenience you had during your windshield install on your 1996 Toyota Corolla.  I understand your frustration and we thank you for bringing this to our attention.  I have spoken to our manager and we have ordered you a mirror from the dealership. As soon as it comes in we will be getting a hold of you and install that for you!  The mirror is expected to be in next week. I hope this helps you out and if you need anything further please let us know! Thank you and we do appreciate your business!

Dear Mr. [redacted],I’m very sorry that you have been experiencing terrible air noise since we replaced the windshield on your 2016 [redacted] LR4. As we discussed in our phone conversation today, we want to correct this issue for you under warranty. In order to achieve the best outcome, our [redacted]...

location recommended that we perform the work in our shop and asked if you would be able to leave it with them all day. I have scheduled a warranty appointment for you on Tuesday June 13, 2017 and you will drop off the vehicle Monday June 12, 2017 before the shop closes for the day. I contacted the location manager to let him know so we can be prepared with any parts that we may need.I do appreciate your willingness to work with us and I understand this has been very frustrating and inconvenient for you. As a courtesy, I will be refunding the $100 deductible you paid for the original installation. The check will be issued no later than Friday June 9, 2017. Please allow 7-10 business days to receive the check.I thank you for your patience and understanding. If you have any questions or need additional assistance, please feel free to contact our Executive Service team at ###-###-####.