Safelite AutoGlass

Thank you for providing the independent adjusters report I would like to point out that the report is inconclusive and does not absolve Safelite To quote the report “Cannot determine if this was causedby Safelite or not.” I’d also like to correct the statement you made in your last reply “Although 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 windshield.” This is not true, when I spoke with the manager, I was specifically told that the tech does access the inside of the in order to install a suction cup mirror at the location of the chip There is a possibility that the damage occurred then.Let’s state the facts.I have a photo showing the condition of my dash the day before I brought my vehicle into Safelite In this photo you can clearly see the area in question and there are no stains or residue visible.I have a signed statement from a friend who was in my vehicle immediately prior to me driving to Safelite for my scheduled repair To quote the statement “I had errands to do but waited until he called Safelite to set up an appointment It turned out they had an available time slot later that day They advised (my name) to check the inside of his windshield to see if the damage had gone through both layers of glass We both went out to test this theory, and weren’t able to ascertain whether or not this was the case At that time, I am 100% positive that there was no damage to the dashboard’s surface Shortly after that, (my name) got in his car to drive to his Safelite appointment, with a cracked windshield but a pristine dashboard”The independent adjusters report is inconclusive.Techs do access in the inside of the vehicle while preforming a repair Damage could have occurred then.These facts clearly support the conclusion that the vehicle was damaged while in Safelite’s care As Safelite is not accepting liability, I will be serving Safelite in Washington’s small claims court shortly to resolve this issue

Again, [redacted] 's employee [redacted] was NOT present during the removal of the original glass thus not aware of the status or condition of the original window.If the original window was not faulty, WHY WAS IT REPLACED BY SAFELITE?

I’m terribly sorry about the damage to the inside of your Chevrolet Silverado, specifically the cover over the instrument clusterThere is some indication of pre-existing damage noted on the pre-inspection performed by our technicianWe also have pictures that the technician took In a conversation with a member of our Executive Service team on November 11, 201; you stated that you had pictures of the damage and we requested that you email them to usAnother member of the team reached out to you by phone and email on November 18, with another request for the pictures of the damageOnce we have those we will better be able to assess the issue and provide a resolution Again, I apologize for the issue and the inconvenience it has causedSafelite does stand behind its work with a National Lifetime warranty on the materials and workmanshipWe need your assistance to evaluate the situation and work toward a resolutionWe do appreciate your business and look forward to receiving the pictures of the damage

I truly apologize for your recent experience with Safelite Auto GlassI understand your concern and glad you brought this issue to our attentionUpon further investigation, we found that t his was a system errorA member from our Executive Service Team also made contact with you to advise that you will not be responsible for any out of pocket cost for the installation Again, I truly apologize for this issueIf you have further questions or concerns, please feel free to reach out to our Executive Service Team at 866- [redacted]

I’m very sorry about the damages to your Chevrolet Silverado I understand that you requested that the technician not use tape to hold the moldings in placeWhile it is our standard procedure to use the tape, your request should have been honored We did receive an estimate for the repairs in the amount of $ from [redacted] ChevroletWe are more than willing and did offer to pay them to do the work and provide a rental vehicle to you for the two days that will be required On August 18, one of our team members emailed you to advise that we had been in contact with [redacted] Chevrolet to make payment arrangements and we would provide a rental vehicle for youAlso, you were advised that it is not Safelite’s policy to compensate for lost time or wages Your response to that email was that you would be filing a case against Safelite in Small Claims courtWhen presented with that information, it is our policy to defer any further discussion to our legal department Again, we would be happy to repair the damage that was caused and to provide a rental vehicle to you while the repairs are being performedWe would like to work with you rather than escalate this into a legal issue If you would like to proceed with the repairs at our expense, please let us know and we will again work with [redacted] Chevrolet to pay for the workI want you to know that we greatly appreciate your business and regret the inconvenience this has caused

I’m very sorry that you are having issues with the door glass not going up and down properly on your Buick LacrosseSafelite does provide a warranty for the products we install and our workmanshipIf 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 wasYou 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 SafeliteIt is not our policy to pay for damage claims that we have not authorized beforehandNor 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 24thOn 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 itWe have not yet received such documentation I apologize that you have been inconveniencedOur goal is to provide excellent service to all customers and stand behind our workIf 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

I apologize for the delay in processing the refund for the unsatisfactory work on your Hummer HThere was a misunderstanding on our end which caused the delayAttached is a copy of the credit memo for the full amount of $which was processed on October 16, You should already see this amount credited to the account used to pay for the work Again, I’m sorry for the delay and your patience is truly appreciated

We sincerely apologize that we were unable to install the correct glass for your broken side view mirrorUnfortunately, we were not informed at the time the work was scheduled that your vehicle had the heated mirror featureEven with the vehicle’s VIN, we would not be able to determine that the mirror was heated until the damaged glass was removedBecause mirrors are not an item that we keep in stock, getting the correct part takes a few days At the time we discovered the issue, the Safelite manager spoke with you over the phone and was able to provide you with a few optionsWe could install the unheated mirror until we could order and receive the correct partThe second option was to leave the mirror with no glass and order the correct part to be installed after it arrivedAnother option would be to take the vehicle to a local dealership to have the correct mirror installedYour representative drove the vehicle away without the glass and didn’t let us know which option would be preferableTo date, we have not heard from you about ordering the correct part At Safelite AutoGlass, customers are our primary focusI’m very sorry that the Customer Service experience you had was not to your satisfactionIf you have not already made other arrangements, we would be happy to order the correct part for you and install it once we receive it If we may be of further assistance, please feel free to contact us at 1-[redacted]

Dear Ms [redacted] I’m very sorry to hear about your experienceI have been unable to locate a record by your name, phone number or email addressSo that we may better assist you, please provide your full name as listed on the order, the year make and model of the vehicle, the work order number if available, and the telephone number listed on the order If you are in need of immediate assistance please call [redacted]

I’m terribly sorry for the issues regarding the door glass replacement on your 2011 Mercedes ML350. In reviewing our notes, we have accepted responsibility for the damaged window frame however the door panel was damaged due to water intrusion prior to the glass being replaced. Safelite has requested that you provide an estimate of the damages but we have no record of receiving it. Could you please provide the estimate including the body shop’s information? Once we receive that we will be able to authorize the repair of any damage we caused. Please feel free to fax the estimate to 1-877- [redacted] and reference referral number [redacted] Again, I apologize that this issue has continued for so long. We greatly appreciate your business and your understanding. We will be happy to move forward once we receive the estimate.

Technicial cracked the molding without me knowing then had me sign his cell phone with nothing on it saying it was for him to perform the work which it really was stating that I had a cracked molding prior to coming in which was not true and later he tried to convince me that the crack was already there prior to coming into shop if crack was there prior to coming in tech would of showed cracked areas before performing the job

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the windshield installation on your Dodge SprinterI understand how this would be frustrating After further investigating it looks like we have accepted liability for the rust and will take care of this issueWe will remove the windshield at your appointment on Aug7th to get a good estimate on how much the repair will beI am so glad we are able to help you out! Thank you so much for your business and we do appreciate you!

I’m very sorry for the water leak and subsequent damages to your Chevrolet Traverse that occurred after we installed the windshield You have been working with a member of our Executive Service Team and we are reimbursing you or paying the vendor for all the damages that have occurredWe appreciate your assistance with copies of the documentation in order to bring this to a satisfactory resolution Again, I apologize for the inconvenience you have experiencedWe do greatly appreciate your businessIf we may be of additional assistance, please feel free to contact us at 1- [redacted]

[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 resolvedThe business did perform the repair as promised without charge to myself which is what I was trying to get doneThank you for your help in this matter it has been resolved Regards, [redacted]

Dear Mr [redacted] , I’m very sorry that the windshield repair performed March 16, on your Nissan Rogue was not to your satisfactionWe do have a record of emails that you sent to us regarding your dissatisfactionDue to record-setting call volume we haven’t been able to respond in a timely fashionWe are working diligently to become current and meet our goal of responding within one business day On March 31, 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 workYou are correct the gentleman that performed the repair is the manager of that locationHe 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 flowThe 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 workA chip is damage to the glass and the repair is an attempt to save the glass and restore the structural integrity of the windshieldIf 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 applyBecause 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 repairIf you would like to schedule a replacement, please feel free to contact us for an appointmentSafelite does appreciate your business

HelloThank you for notifying us of the complaint from our customer, [redacted] We are certainly sorry that he reached out with a complaint about our warranty I have contacted Mr [redacted] and apologized for any miscommunication on our end We have resolved the issue by changing the windshield for Mr [redacted] under our warranty program, which is what should have happened to begin with If you have any further questions, please let me knowThank you! Heather B [redacted] | [redacted] Store ManagerSafelite AutoGlass | [redacted] | [redacted] ***M: [redacted] | O: [redacted] | F: [redacted] |heather.b@safelite.com

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

I’m terribly sorry for the damage to your Chrysler that was caused by one of our techniciansA member of our Executive Service Team contacted you on February 10, and discussed our acceptance of responsibility and how we are proceeding with the necessary repairs We have approved the estimate you provided for the repairs and have contacted the vendor to advise that Safelite is responsible and will pay them directly for the workWe have also arranged for a rental vehicle for you to use while the repairs are being completedSafelite will pay for the cost of the rental vehicle, any optional insurance or fuel charges would not be included in what Safelite will pay It is our understanding that [redacted] Collision Center will schedule an appointment with you to drop off the vehicle next weekThey are completely booked for this week and would not be able to get to it until then Again, I apologize for the damages and the inconvenience you have experiencedWe appreciate your business and your understanding that this is not typical of the experience of our valued customersWhen things like this occur, we will make it right

I’m so sorry for the delay in replying to your concern about the windshield of your Subaru ImprezaA member of our Executive Service team scheduled a warranty appointment for mobile service on Monday June 29, One of our technicians will inspect the windshieldIf there is no point of impact along the crack in your windshield, it may be covered under our warrantyIf the technician located an impact point, that is considered new damage and is not covered by our warranty If you have additional questions or concerns, please contact us at ###-###-####

Good morning, I am emailing you in response to the above complaintUnfortunately the glass can crack out during a repair, this does happen from time to time due to the fact that we are already working with broken glass (and it was 100+ degrees outside during the repair attempt)We have done over 35,repairs in the Phoenix Market this year aloneWhen that does happen we credit the cost of the repair on the new glass installationIn this case the customer was going through her insurance company so there was zero out of pocket expense for herIf she used Safelite for the new glass installation there still would have been no out of pocket expense to her since her insurance company paid for it so we will not be reimbursing Veronica $John Edwards | Scottsdale Store ManagerSafelite AutoGlass | [redacted] ***O: [redacted]