Safelite AutoGlass

I reviewed the response made by Safelite Auto Glass in reference to complaint ID [redacted], and I'm very disappointed with your decision.  Safety is first and foremost for my family,  therefore we need to have the side curtain airbag inspected due to the fact that it was the source of the water leak.  See Attachments.  Also, I will have diagnostic testing performed on the service engine lamp.  If  the testing results indicate hidden-water damage, I will demand reimbursement from Safelite for the damages due to the improper installation.    
Regards,
[redacted]

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.

Dear Ms. [redacted],
I’m very sorry that the passenger side molding flew off of your 2013 Kia Soul after we replaced your windshield. I know it must be disturbing to have that occur while you are driving in rush hour traffic. Had there been any incident because of it, your insurance company would...

cover it just as they would if you blew a tire and a piece of it flew into traffic.
I want to assure you that the moldings are trim pieces and don’t hold your windshield in place. Your vehicle would have been safe to drive even without the molding. They are generally held in place by clips or double-sided tape when installed on the manufacturer’s assembly line. The side moldings are removed and reinstalled during a windshield replacement. Sometimes the clips can weaken or break or the adhesive on the tape can break down and not be as effective in holding the molding in place once reinstalled. This is something we will take care of under warranty but we wouldn’t be responsible beyond your vehicle.
Our records indicate that we were able to order a new molding from a dealer and get it installed for you. We also provided a rental vehicle while you waited for the part, as a courtesy. Regarding your request for a full refund of your deductible, we would be able to offer a partial refund of $100. If you would like to accept that offer, we will need to verify your mailing address to send a check. Please give us a call at 1-866-212-5457 and a representative will be happy to assist you.

Dear Mr. [redacted],I'm so sorry that you didn't feel confident in Safelite's follow through. I did verify that we received the windshield and it was installed in your vehicle today. My understanding is that everything went well. If you do have any further questions or concerns, please feel free to contact us at [redacted]. Safelite does appreciate your business.

I am rejecting this response because:
Regards,
Wendell [redacted]

Dear Mr. [redacted], I’m very sorry that our attempt to repair the windshield of your brand new 2017 Jeep Wrangler 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 some...

cases, the attempt to repair a windshield can result in the chip or crack becoming larger, and we are not responsible for such damage. The outcome of a repair is affected by many factors, including but not limited to:             - The age of the damage            - The size and location of the damage on the windshield            - Glass is a sensitive and unpredictable material In speaking with the Safelite location manager, I was advised of some details provided by the technician. When the technician arrived you weren’t available. She contacted you and let you know about the repair process and what risks were involved. She also documented the paperwork stating that she advised you of the possibility that the damage may get larger or crack out. You were offered a replacement price that included a $100 discount, however you stated that the price was too high. You stated that you wanted Safelite to replace the windshield for free. When the manager stated that we wouldn’t be able to do that, the conversation turned negative and when the call was over there was no agreement reached. I have included a copy of our full warranty and a copy of the technician’s paperwork. If you are still in need of a windshield replacement and would like to accept our previous offer, please feel free to contact us and schedule an appointment.

Hello: I want to continue with my complaint because I don't want other individual will go through what I went through with Safelite. They didn't tell me ahead of time that by fixing the small crack may lead to a bigger problem. So, what's the use of repair? 8 years ago, I have one of my car have a windshield chip and Safelite repaired with no problem and I don't need to replace the whole windshield. They need to be more careful and responsible.

Dear Ms. [redacted],
I’m very sorry to hear about the issues you reported after the windshield installation on your brand new 2015 Toyota 4Runner. I understand your frustration and lack of confidence in Safelite. Your request for a partial reimbursement in the amount of $150 has been approved. We will...

be in touch with you regarding a Release of Liability and will need to receive that signed document prior to issuing the reimbursement. We will be able to issue a credit for $150 to the credit card used to pay your deductible at the time of service.
Again, I apologize for your negative experience. Safelite values your feedback and we will use this as an opportunity to improve. Please contact our Executive Service team at ###-###-#### with any additional concerns.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you to Sarah Powers at Safelite auto glass for all her help in this matter.

Dear Ms. [redacted],I’m very sorry that our technician damaged your door panel while attempting to replace the door glass on your 2011 Jeep Liberty. We do have the replacement door panel in our Safelite location ready to install for you.It is fairly common for a window regulator to be damaged when door...

glass is broken by vandals or thieves. After several hours of research, I have also learned that the design and materials used in the Jeep Liberty regulators make them prone to failure. In fact, model years 2002 through 2007 were part of a class action lawsuit due to regulator failure. Improvements were made in the 2008 through 2013 model years but they still tend to be more problematic than other vehicles. With all due respect to the other auto glass company you contacted, the only way to test the functioning of a window regulator once it is replaced is to operate it. Whether it has glass installed or not is irrelevant. When you took your Jeep to the dealership to have the regulator replaced, they would have tested it before releasing the vehicle to you. Because there was no glass in the vehicle at that time, it would have been tested without glass. You may want to check with the dealership that replaced the regulator to see if there is a manufacturer’s warranty in place that would cover the need to replace it a second time.While I understand your frustration and I know that you have been inconvenienced on multiple occasions, Safelite is not accepting responsibility for the cost of the regulators or any cost incurred when you went for a second opinion. We do have the replacement door panel and the replacement glass available to provide service when you contact us to schedule an appointment. As a courtesy, I can offer you an additional $75 discount off the cost of the window replacement for your inconvenience. Please contact the local Safelite shop or our Executive Service team at ###-###-#### to schedule the work.

Dear Mr. [redacted],I apologize for the delay in responding to your issue. Our records show that you provided a new wiper arm for the 1995 Jeep Cherokee. Our Safelite location in Commack, NY installed it and replaced both windshield wipers on January 13, 2017, at no cost to you. I'm very sorry for the...

inconvenience and it appears that this has already been resolved to your satisfaction.

Dear Ms. [redacted],I'm very sorry that you haven't received the refund that was promised. I found that the check request that was submitted didn't get processed. Another request was submitted today, December 19th. The check should be mailed out today. I will document the check number once it is generated. I will be happy to send the information to you and check in about 14 days to make sure you received the funds. Please feel free to contact our Executive Service team at ###-###-#### if you haven't received the check by January 4, 2017.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for finally bringing this to a close. Happy Holidays to all involved!

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

Dear Mr. [redacted],
I’m sorry that we weren’t able to provide the lowest price for the replacement of the windshield on your 2008 Toyota Prius. Safelite has been providing glass replacement for customers since 1947. We provide the industry’s only nationwide lifetime guarantee and all of our technicians receive extensive training and must be certified before performing any work on a customer’s vehicle. We do offer competitive pricing but we are not always the lowest priced option.
Safelite performs millions of windshield repairs every year. Less than 1% of the attempts crack out during the repair process and there are many factors that influence the success of the repair to an already damaged windshield.
Again, I apologize that we weren’t able to gain your business. We do appreciate your feedback and your concerns will be forwarded to our senior leadership for review. If you have any additional questions or concerns, please feel free to contact us at ###-###-####.

I believe we need to take this before a judge so we can can have these things done and check by a neutral party and see if the court can better help us so that both parties best interest is a the forefront because I dint want to be taken advantagd of as we deal with the details of this case of the water leak.
Regards,
[redacted]

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

Dear [redacted],I'm very sorry to hear that there was some damage to the dash of your 2014 [redacted] Santa Fe after we replaced the windshield. Safelite is accepting responsibility for the damage and will pay to have the dash repaired. In speaking with our shop manager, there has been a great deal of...

difficulty locating a company in your area that provides mobile dash repair. None of the companies that he has spoken with provide service to your area.What we would ask is if you could provide an estimate to have the dash repaired by a local company of your choosing. The dash won't require replacement only repair. If you know of a dash repair or upholstery company in your area that would be able to do the work, we would be happy to receive the estimate of the cost.I do apologize that this has not yet been resolved. We look forward to taking care of this to your satisfaction. Please feel free to contact us at ###-###-#### with any questions or concerns.

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 1-866[redacted] or respond to the email that our representative, [redacted], sent today? Our fax number to submit a copy of the repair receipt is 1-877-[redacted]
 
Again, I apologize for the inconvenience. We look forward to working with you to resolve this quickly. Safelite appreciates your business.

Dear Ms. [redacted], I’m very sorry that the windshield of your 2016 Hyundai Sonata Hybrid cracked out while we were attempting a chip repair.  As our technician explained, there is a chance that the repair process may not work and the damage may get larger. You were also made of the...

repair waiver prior to the work being done. This information is discussed with each customer so that the individual can make an informed decision about continuing with the repair knowing that there is some risk involved. If you read through the repair waiver at the bottom of the receipt, you will see that the process involves both pressure and suction being applied to the already damaged glass. There is no way to predict before the work is done how the damaged glass will react to the repair process.  Your main complaint is regarding  the equipment used and that you feel it was faulty. In checking with the Quality Manager, there is no reason to believe that the particular piece of equipment used to attempt the repair is faulty or out of calibration.  We do appreciate your loyalty to Safelite and we understand your frustration. In a gesture of customer delight, we are offering to replace the windshield at a significantly reduced price of Under work order [redacted], there is a quote to replace your windshield that includes a total of $120 in discounts. The total after the discounts is $269.60. If you would like to schedule the replacement, please contact us at ###-###-####.