Safelite AutoGlass

I’m very sorry for the less than positive experience you described after we replaced the windshield on your Toyota CorollaIn reviewing our notes, it appears that when our technician checked the issue with your windshield wipers it was suggested that they should be replaced with new onesA representative from our corporate office attempted to reach you on February 26, to let you know that if you replaced the wipers and the issue still existed, we would reimburse you for the wipers and schedule another warranty appointment for youUnfortunately, we were not able to reach you Safelite does provide a national lifetime warranty on our workIf replacing the wipers doesn’t correct the issue, we will be happy to honor our warranty and determine what the cause of the issue is Again, I apologize for the inconveniencePlease feel free to contact our Executive Service team at 1- [redacted] for additional assistance

I’m so sorry that the repair on your vehicle has failedOur chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposesIf the repair fails i.estarts 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 In an attempt to rectify this issue, Safelite would be more than happy to install the glass for you at a cost of $If you have further questions or concerns, please feel free to contact our Executive Service Team at 866- [redacted]

I’m very sorry that the windshield repair we performed in April of on your Ford Fhas recently failed and cracked furtherAttached is a copy of the money back guarantee that applies to our windshield repairsWhile our windshield replacements come with a national lifetime warranty for the materials and workmanship, our repairs come with a money back guarantee The repair process is an attempt to prevent the damage from growing larger and avoid replacement of a damaged windshieldAs stated in our policy regarding repairs, if the damage does spread or if you are just unhappy with the repair we will refund the cost of the repair to the paying partyThe replacement would be subject to any deductible on your insurance policy or it would be an out of pocket expense Again, I apologize for any misunderstanding regarding our policy for windshield repairsIf you would like to move forward with the windshield replacement with Safelite, please contact us and we will check for any additional discounts that may be applied to help with the cost of the windshieldSafelite does appreciate your business

Dear Mr [redacted] , I’m terribly sorry about the damage to your Ram pickup when our technician removed the windshieldI know that you had a number of additional issues which caused you considerable frustration and inconvenienceIn your conversation with Nancy from our corporate office today, we have agreed to reimburse you in the amount of $for the expenses you incurredAgain, I apologize for the negative experienceSafelite does appreciate your businessIf there is anything we can assist with, please let us know

I apologize that I was unable to provide a more timely reply to your most recent correspondence regarding your Chevrolet TrailblazerYour concerns have been escalated several times for consideration and I was waiting to receive the final decision Due to a number of factors, we are not accepting any liability for the damage that you claim was caused by a Safelite technicianThe most compelling factor is that you signed a pre-inspection verifying that the molding was cracked prior to our technician beginning the work In May of 2014, you stated that you would deal directly with [redacted] ’s as they contracted us to replace the back glass that they damagedAt that point we considered the matter closedSince then any and all funds that Safelite received for installing the back glass in your vehicle have been refunded to [redacted] ’s Auto Parts At this point, Safelite considers this issue closed and we have provided valid reasons and supporting documentation for our decisionIf you have any additional questions or concerns, please feel free to contact our Executive Service Team at ###-###-####

The price the chargeChanges daily per their own people .So I would have to pay more and when I set up the appointment they came to meNo I must pay in terms of gas and ti.e to remedy poor service

I’m very glad that we have been able to reach an agreement regarding scratches on the hood of your Ford Escape Per our conversation with Mrs [redacted] today, September 29, 2014; we have agreed to send you a check in the amount of $as a gesture of customer satisfactionAs discussed, a Release of Liability has been emailed to you along with the instructions on how to proceedOnce we receive the signed and witnessed release, we will request the check and have it mailed to youGenerally, it takes about 7-business for you to receive the check in the mailIt has been a pleasure to assist you and we do appreciate your business

The rust issue in which I occurred on my truck was the size of a scratch and after calling another company to fix the issue I was told all they did was use a wire brush to get the area fixedI find it hard to believe that a national company finds it acceptable to leave a customer without a vehicle that is legal to drive and expect the customer to figure out a way to get the car to a place to fix the problemMaybe instead of telling customers sorry but its our policy to take your windshield out and leave them with a stranded vehicle, they should take a look at policyChange your commercial to safelite doesn't care instead of safelite cares

I’m terribly sorry that our technician caused some damage to your dash panel when removing the windshield from your Chevrolet CamaroAccording to our technician and your body shop, [redacted] , only the dash panel was cut and the entire dash doesn’t need to be replacedAttached is a schematic of the dash for your vehicle, the part that was damaged is labeled as # The replacement part that was purchased by Safelite and delivered to [redacted] , is a Genuine GM partThe GM part number is [redacted] and the part itself is a Crash Pad specifically for the Camaro model years of through [redacted] y has offered to install it at no additional chargeThe part is attached with Velcro so it will only take a couple minutes to install We are more than willing to correct any issues caused by our workmanshipIn this case the replacement of one portion of the dash is all that is neededReplacement of the entire dash is neither necessary nor reasonable based on our inspection of the damages and the opinion of your body shopBecause we have already provided the part and the body shop will install it at no charge, we are unable to authorize any additional compensation Again, I apologize for the initial damage and any delay in providing the replacement partWe do appreciate your business at Safelite AutoGlass

I’m sorry that the repair attempt was not successful on the windshield of your Fiat 500CAs the technician explained prior to attempting the work not all repairs are successfulAs you already know, Safelite didn’t charge you anything for the repair attemptOur last indication was that you wanted to use a different provider for the replacement of the windshield Your request to install a new OEM windshield for the price of $is not a reasonable expectationAt this time, we feel it would be in everyone’s best interest to have you choose another glass shop to do the work for youSafelite would not be able to contribute toward or reimburse you for any part of the windshield replacement cost I regret that we are not able to assist you any furtherIf you would like to discuss this with a member of our Executive Service team, please feel free to contact us at 1- [redacted]

I’m very sorry that the windshield installation for your Lexus ISwas delayed due the need for rust repairsWhen a technician recognizes that there is rust in the windshield installation area, we are unable to proceed with the installationThe 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 removedOnce the body work has been completed, the body shop representative will again contact the Safelite location to schedule an appointment to install the new glassThe appointment time is based on when the part is available and when a technician is availableWe do give top priority to customers that are having work done at a body shopIn 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 LexusAt that time we were scheduling appointments out about days due to the volume of businessWe were able to get the glass for you and get it installed by March 14th I understand this was a great inconvenience for youI do apologize that what you expected to be a hour installation ended up taking almost weeksUnfortunately, we aren’t able to predict what vehicles may have rust damage that requires body workNor can we predict what timeframe will be required for the body work to be completed Safelite does appreciate your businessIf you need additional assistance, please call us at 1- [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI really appreciate your prompt response to the matter

Dear Ms [redacted] , I am sincerely sorry that you are not happy with the service you received from us regarding the windshield damage on your Dodge Grand Caravan As has already been explained to you, the repair process is an attempt to restore the structural integrity to the vehicle’s windshield and avoid breaking the original factory seal around the windshieldIf the repair is not successful or if it is not to your satisfaction, the only option is replacement of the windshieldWe do provide a money back guarantee with our windshield repairsWhat that means, is that whoever paid for the repair would be credited back the cost of the repair if it failsReplacement of the windshield would be subject to any comprehensive deductible on the auto insurance policy I understand that what concerns you most is that you feel that you should have received a more thorough explanation of the repair process and what type of warranty or guarantee was providedWhen the original appointment was scheduled, you should have been advised that if the repair was successful your deductible would be waivedAlso, that your $deductible would only apply if the windshield required replacementIn addition, before the technician started the work, you should have been advised that there was a possibility that the damage could get worse due to the repair process I do see that on August 1, 2014, the Safelite shop offered a discount of $toward the replacement cost of the windshieldIf we were to send out a technician to view the repair, there wouldn’t be anything that could be doneThe fact remains that if you are not happy with the repair, the only option is replacement of the windshield Again I apologize for the failed repair and the frustration you have experiencedWe do appreciate your business at Safelite and we will be here in the future if you need assistance

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]

First and foremost, I gave the manager a chance to fix my truck, the only thing he did was send an employee to my house that tried to mislead meThe side moldings are broken and I want them fixed by am Authorized DealerFurthermore, when the employee came out to my house two months ago he explained he would have the manager call me after he reported back, that was almost two months ago I have not heard from anyoneI am willing to waste my time and get an estimate from an Authorized Land Rover Dealer to fix my truckBefore I make an appointment and take time off work in order to get an estimate to fix my damaged side molding I need a firm commitment from Safelite they will pay for the replacement, parts and labor by an authorized Land Rover DealerFinally I will wait for a response with regard to my issueThe comment about the peeling upholstery is the least of my worries even though it was mishandled by safelite and was NOT PEELING before they replaced my windshieldThe major issue is that I can see the airbag components as a result of the broken side moldingI will wait for a response from Safelite, at that time I will seek an estimate from Land Rover

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

To whom it may concern, I’m very sorry about the peeling upholstery on the interior of your Land Rover Range RoverAttached are pictures of the area indicating that we did not break anything on the interior of your vehicleThe peeling of the fabric is due to the age of the vehicle and wear and tearThe Safelite manager has advised you that if the side moldings were broken or not installed properly, we would replace them under warranty You do have a warranty on the windshield with Safelite for as long as you own your vehicleThe warranty includes air leaks, water leaks, glass damage not associated with a new impact and moldings that are broken or were not installed properlyWe greatly appreciate your business

Thank you for providing the additional information requested so that we may assist you with the damaged cowl on your Acura IntegraFirst and foremost, I’m very sorry that the damage occurred You graciously provided a list of salvage companies that might have the correct part availableOnly one company listed a price for the part, $We have requested quotes from others but have yet to receive a responseTherefore, we would like to offer you $to compensate you for the purchase price and shipping cost for the cowlIf you would like to accept this, we will need you to sign a Release of Liability that maintains your warranty with Safelite but states that the $will release Safelite of any further liability regarding the cowl damage Again, I apologize for the issue and the inconveniencePlease contact our Executive Service team at [redacted] so that we may send you the release and provide your mailing address for the $check

I regret that you were not available when the independent adjuster inspected your Toyota Tacoma on November 5, While the adjuster was not able to access the interior of the vehicle, he was able to get a good view and pictures from the exterior of the vehicleThe complete inspection report and pictures are attached While the adjuster could not determine with 100% certainty that the damage was not caused by Safelite due to somewhat limited access, his expert opinions support our conclusion that we are not responsibleThe stains on the dash don’t appear to be resin, in the opinion of the adjusterAlthough the stains are located on the dash below where the technician performed the repair, all the work for a chip repair is done on the outside of the vehicle’s windshieldThe resin used to fill the damaged area is never introduced into the interior of the vehicleAlso, a chip in the windshield doesn’t penetrate through all layers of the windshield and there is no possibility that the resin could drip or seep through the damaged area I’m very sorry that you are dealing with the damage to your vehicleBased on the repair process followed by all Safelite technicians and the inspection by an independent adjuster, it would be virtually impossible for the repair resin to drip onto and damage a customer’s dashWe are not accepting liability for the damagePlease know that we do appreciate our valued customersIf we may be of further assistance, please feel free to contact us

I’m very sorry that there is new damage to the windshield of your Honda Pilot so soon after the windshield was replacedThere is no predicting when such damage may occurNumerous customers have experienced new damage within minutes of having their new windshields installedWe do provide a warranty if a crack appears but shows no point of impactAttached is a picture of the damage to your windshield taken by our technicianIt is clearly an example of damage due to an impact The manager of the Safelite location has offered a significant discount on a new windshield installation from SafeliteIt is our understanding that you aren’t interested in thatI understand your frustration about having to replace your windshield again, this is an unexpected expenseThe fact is that the damage is due to something hitting the windshield and not something that Safelite could prevent Again, I apologize that you have new damage to your windshield and the expense of another replacementWe would be happy to work with you regarding a discount as a gesture of goodwillWe do appreciate your business and we hope to be able to assist youPlease feel free to contact us if you have additional questions or concerns at ###-###-####