Safelite AutoGlass

Here is the info requested. I have also attached a word doc containing a list of salvage yards that list the part as avaiable across the US that I found easily with Google.[redacted]
[redacted]

Thanks for responding to my complaint. I do have some issues with Safelite's policies , The reason for
them offering $50.00 of my deductible of 250.00 is because they did not go by there protocol . TheTech
is suppose to tell me before he was to fix it that it might crack which he didn't do and also didn't give me
the brochure to inform me of the process before hand .I would have never done it if he went by there
protocol. When I made the appointment for a Tech to come out to my work, they double talk you to try
to tell you that something might happen . I am very disappointed with this whole situation . I have a
crack in my windshield that is getting bigger by the day. The Tech guaranteed me that it would not
crack any further . I hope we can get to the bottom of this matter . Complaint ID: [redacted]
Thanks for your help

You guys are unbelievable.  Unbelievable.Read this carefully.  Try to read what I write here...I paid for mobile service on 12 Sep 16.  My problem isn't with your technician who came at the appointed window frame of 12 - 5.  My problem is you people said to me that you will call me to narrow down a time within that window when he or she would show up.  YOU DID NOT.Your customer service sucks!You also told me that you would send someone to my location to fix my window wiper fluid jets THAT YOU BOTCHED, but you "would call me back on Thursday to narrow down a time frame that is already set for 8 am - 12 noon on 17 Sep 16 (Saturday). YOU DID NOT CALL.  I have been calling all week to get a narrowed timeframe and you want me to drive my car to your shop so you can fix the mistake YOU made to my car?  Are you going to refund me my $30.00 mobile charge I already paid for the convenience of you coming to my location?  When you refund me my mobile charge, I will bring my car to your shop for you to fix the mistake YOU MADE TO MY CAR.  And you have the AUDACITY to imply that I am the one with the issue.  YOU BOTCHED MY CAR.Call my phone, tell me the specific time you will come within the 8 AM - 12 noon window like you said you would, come to my location and fix the wiper fluid jets YOU botched up.  Or give me my money back, so I could come to your shop for you to fix YOUR mistake.
Regards,
[redacted]

Dear Mr. [redacted],I understand that taking your vehicle into the Safelite locations isn't as convenient as having a technician come to you. In some cases, we are able to achieve better results at a Safelite location than we might at a customers home or work location. There are several reasons for this:      Our shops provide a controlled environment, not being subject to inclement weather or other factors.      In our shops we have access to additional tools and equipment that aren't available to our mobile technicians.      A manager will be in the shop to assess the issue and oversee any work that is performed.The issue of rust in the windshield installation area should not be taken lightly. It can lead to water and air leaks and the seal between the windshield and the pinchweld can deteriorate. Our goal isn't to make things difficult, it's to assess the issue and recommend the best resolution to allow for a safe and effective windshield replacement.

Dear Mr. [redacted],
I’m very sorry for all the issues regarding the windshield installation for your 2015 Toyota Highlander. I do show that we brought out the incorrect windshield on 2 different dates. There are in fact 9 different windshields made for your vehicle based on the features and...

sensors that the vehicle has. It appears that we selected the incorrect windshield on 3 different occasions. I do see that we weren’t able to install the windshield on one occasion due to weather. Based on the part the technician had that day, we wouldn’t have been able to install it regardless of the weather because it still wasn’t correct.
I want to assure you this isn’t typical of the service that Safelite provides and I regret that this did occur. Safelite would not behave in a fraudulent manner and we work with many insurance providers to identify and prevent fraudulent insurance claims from other glass providers.
I do show that you had [redacted] install the correct windshield for you. I’m sorry that we let you down and we weren’t able to provide the service for you. If you have any additional questions or concerns, please let us know.

I’m very sorry that you are having issues with the door glass not going up and down properly on your 2011 Buick Lacrosse. Safelite does provide a warranty for the products we install and our workmanship. If there is a problem that was caused by our installation, we are happy to fix it...

under warranty at no cost to you.
During your conversations with several Safelite representatives, you clearly stated that you would not allow anyone from Safelite to view the vehicle to see what the problem was. You were advised at that time that if another company made repairs and we didn’t even have a chance to see what was wrong, you may void your warranty with Safelite. It is not our policy to pay for damage claims that we have not authorized beforehand. Nor is it reasonable to expect any company to assume liability for damages that they have not been permitted to view or verify.
Our understanding is that you were having repairs made to the vehicle on Friday October 24th. On Monday October 27th you were sent an email from a member of our Executive Service Team asking for a copy of the receipt and any documentation that would indicate what repairs were done and if Safelite may have caused it. We have not yet received such documentation.
I apologize that you have been inconvenienced. Our goal is to provide excellent service to all customers and stand behind our work. If you would provide the requested documentation we will review it with local management and advise you if Safelite will consider reimbursing you for the work as a gesture of customer delight only and not as an acceptance of liability.

In order to bring this issue to a satisfactory resolution Safelite has requested that an adjustor from an independent 3rd party view your vehicle and attempt to determine if Safelite is responsible. You will not be charged anything for this impartial 3rd party adjustor. Safelite will incur the expense. You should receive contact within the next few days to set up a time for the adjustor to view your vehicle. Once the report is done you will receive a copy and Safelite will receive a copy. Regardless of the outcome, Safelite will abide by the adjustor's determination.
Please feel free to contact a member of our Executive Service Team at 1-866-212-5457 with any questions or concerns.

:
I went out of my way to try to resolve this with Safelite .. I even called the manager that was originally suppose to handle this situation.
When I talked to him he informed me he did NOT talk to the tech that came to my house and took the pictures. He assumed when he looked at the pictures that one of the repaired chips was done by another company.  He never called me to discuss the problem. He admitted to me he totally dropped the ball on this. He said he could NOT authorize a replacement window his manager would have to be informed of the situation.
So I waited ... AGAIN for him or his boss to call me back. Still no return call.
So now, all of a sudden, I get a call they will absorb $150 of my $250 deductible. They appear to me to be trying to cover up their mismanagement of this situation.
Of course, I had the job done weeks ago at another company that did a great job and my insurance company stepped up when Salelite would not.
I still want Safelite to admit their manager and others I have dealt with at Safelite totally messed this situation up. I want reimbursed for my time to correct Safelite's mistake and  for my phone bill to try to resolve this in a friendly manner.

I truly apologize for the issues you had with Safelite Auto Glass regarding your recent repair. We understand your frustration and in an attempt to rectify this issue, Safelite would be more than happy to replace the windshield at no cost to you. Per our record, we show that you...

are scheduled already. If you have further questions or concerns, please feel free to contact our Executive Service Team at 866-[redacted]

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.

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

I’m so sorry that trim piece around your quarter glass wasn’t order in a timely manner. We did replace the glass itself on June 17th but we apparently didn’t order the trim piece when we order the glass from the dealer. That was an oversight for which I truly apologize.
 
Our records...

indicate that we did order the part and it was installed on July 5, 2016. Because of our error, Safelite absorbed the cost of the trim piece and you weren’t charged anything for it. Your frustration is understandable and I do apologize for the lack of communication and delays in completing the work. Safelite does appreciate your business and we hope that everything is now satisfactory.
 
If you have any further issues or concerns, please feel free to contact our Executive Service team at ###-###-####.

Dear Ms. [redacted],I'm so sorry that you incurred a water leak after we replaced the windshield of your 2003 Acura MDX. In reviewing all the information, Safelite agrees that we should reimburse you for the installation and the work done by [redacted]. You will receive a release of liability to sign before we issue you a check in the amount of $1043.74. The release will be emailed to you with instructions on how to email or fax it back to us. Once we receive the signed document, the check request will be processed. Please allow 10-14 business days to receive the check in the mail. The check will be mailed to the address listed on your Revdex.com complaint unless you indicate a different mailing address should be used.Again, I apologize for the issues and the inconvenience you have experienced. We appreciate your business and your understanding. If you need additional assistance, please contact us at ###-###-####.

Dear Ms. [redacted]
 
I’m very sorry to hear that you are having problems with the door glass that we installed on your 2010 Kia Soul.
 
We have made several attempts to reach you by phone and by email without success. When we attempt to reach you by phone, we are unable to leave a voicemail message because the mailbox is full. One of our Executive Service team members sent you an email on December 9, 2014 asking you to contact us and we have not yet heard anything.
 
Safelite does provide a national lifetime warranty on the work that we perform and the glass that we install. We would like to have an opportunity to speak with you about scheduling a no cost warranty appointment to address any issues that you may be experiencing. Please contact our office at 1-866-[redacted] so that we may assist you. Thank you for your business and Happy Holidays.

I am rejecting this response because:  We are not so much rejecting the response as much as we are very disappointed that such a company who took this windshield out and reinstalled it for us and has on many occasion will not warrant their labor and urethane work which caused a leak for which we have been fighting for 2 years.  Our current installer will warranty his removal and reinstallation and therefore we will no longer use or promote Safelite and are very disappointed that such a large company would fail to stand behind their work. I have let the insurance company aware that you won't warranty this and possibly any other work, but will look for a loop hole out. No where on the paper work we signed was it stated that Safelite does NOT warrant their labor.

I’m very sorry about the difference in pricing for the windshield replacement on your 2011 Dodge Durango. We have checked our records to determine what happened and we are processing a credit to you in the amount of $115.00.
A member of our Executive Service Team spoke with your...

wife on November 11, 2014. In that conversation, it was explained that the original quote was based on cash pricing as you were paying out of pocket. When the work was scheduled, it was changed to what would be the pricing if a claim was filed with your insurance provider. Because those rates are negotiated and agreed to by the insurance provider it is different than our cash pricing.
Again, I apologize for the issue. You should see the credit to the card used to pay for the service in approximately 3 business days. We truly appreciate your business and if we may be of any further assistance, please let us know.

I’m terribly sorry that you have experienced water leaking into your 2008 Ford F150 pickup. I understand that this led to a dangerous situation including a short in the fuse box and a fire in the electrical wiring.
 
Our technicians water tested the windshield installation and were not able...

to locate any leak from the windshield. There does appear to be a water leak in another area not associated with the work that Safelite did for you. According to [redacted] in the service department of [redacted] Ford, his opinion is also that the water is not coming from the windshield. Therefore, Safelite is not liable for any damages to your vehicle.
 
Again, I’m sorry that you are dealing with this stressful and inconvenient issue. We greatly appreciate your business and wish you Happy Holidays.

I’m very sorry that the windshield installation for your 2001 Lexus IS300 was delayed due the need for rust repairs. When a technician recognizes that there is rust in the windshield installation area, we are unable to proceed with the installation. The Safelite location in Reading, PA...

refers customers to a local body shop for the repairs.
 
When the customer’s vehicle arrives at the body shop, a representative there will contact the Safelite location to schedule an appointment for the glass to be removed. Once the body work has been completed, the body shop representative will again contact the Safelite location to schedule an appointment to install the new glass. The appointment time is based on when the part is available and when a technician is available. We do give top priority to customers that are having work done at a body shop. In this case, we have no record of the body shop contacting the Safelite location about the installation.
 
On March 11th we were contacted at the end of the business day about installing the glass for your Lexus. At that time we were scheduling appointments out about 9 days due to the volume of business. We were able to get the glass for you and get it installed by March 14th.
 
I understand this was a great inconvenience for you. I do apologize that what you expected to be a 2 hour installation ended up taking almost 2 weeks. Unfortunately, we aren’t able to predict what vehicles may have rust damage that requires body work. Nor can we predict what timeframe will be required for the body work to be completed.
 
Safelite does appreciate your business. If you need additional assistance, please call us at 1-[redacted]

Dear Ms. [redacted],Could you please confirm that this is regarding a 2012 Volkswagen Jetta for a claim that was called in on May 5, 2017? I wasn't able to locate anything under your name and the phone number provided isn't valid. I did find a deleted work order under Mr. [redacted]'s name for this...

vehicle that was initiated on May 5, 2017.If this is regarding a different vehicle or claim, could you please provide that information so I can assist you?

I’m truly sorry for the confusion and frustration you experienced regarding the windshield replacement for your 2005 Hyundai Sonata.
In your conversation with [redacted] on October 10, 2014 you were advised that as a one time concession; Safelite will pay the deductible...

for your windshield replacement. You were also sent a letter confirming that your account has been removed from collections and no credit reporting agency was notified of the collections attempt. I have included a copy of that letter to confirm this.
It is not our practice or intention to confuse a customer about any policy when we provide information. It is our goal to set clear expectations and give the most accurate details regarding any situation that occurs. I apologize that we were not able to do so regarding the chip repair we attempted on your windshield and the subsequent failure of the repair.
Again, I’m sorry for the situation. Safelite does appreciate your business. If you need further assistance, please feel free to contact us a 1-[redacted]