Safelite AutoGlass

I’m very sorry that the repair to the windshield of your Subaru Forester has failedWhile we do have a very high success rate with our repair process, there is no predicting how the already damaged glass will respondTherefore we do provide a money back guarantee for our windshield repairs What that means is that the paying party, in this case your insurance company, would receive a refund of the amount paid for the failed repairBecause replacement is the only option, you would be responsible for your comprehensive deductible or the cost of the replacement whichever would be lessAttached is a copy of our warranty which includes an explanation of the policy regarding failed or unsatisfactory repairsAccording to our notes, the local Safelite location did offer a discounted price for the windshield replacementAlthough the failure of the repair is not due to any error or negligence by Safelite or the technician, we do understand your frustrationPlease feel free to contact our Executive Service Team at ###-###-#### for additional assistance or to schedule a replacementAgain, I do apologize for the inconvenience

I am rejecting this response because: the point is that I had no damage to my carpet from my heater core SEEPINGThe carpets were soaked because the new rear window was defective!!! You got this heater core issue clouding the FACT that my carpets were drenched after the new window was installed!! I talked to ***, your mgr of the Everett Wa shop, I believe [redacted] was the installer of both windows there, he knew my carpets were soaked, and tracto the defective rear slider, there was no talk of any heater core issue then....get that out of your heads!!! The new rear window was defective..FACT, that's all!! Even the replacement window was defective, as the drivers side still was wet, from leaking WATER!!! Please...look at the true facts...the window was defective, ruined ALL my front carpet!!

We would like to apologize for any inconvenience that you may have experienced with Safelite Auto Glass After reviewing your file, we see that per your request a replacement is being completed at no additional cost to you Currently the Original Manufactured Windshield is on order and can take up to five business days to be received Once the item is received you will be contacted and a replacement appointment will be scheduled We appreciate your patience and understanding Please let us know if we can be of any further assistance in the future

I’m very sorry that we weren’t able to install a new windshield for your Chevrolet SilveradoI have attached a copy of our warranty which outlines specific exclusions regarding rust in the installation area Our technicians will visually inspect the installation area for signs of rust prior to removing the damaged windshieldSometimes the rust isn’t visible until after the glass is removedThis occurs in only a small percentage of installations but when it does, we are unable to proceed if the rust is beyond what the technician can remove and treat prior to installing the new windshieldIn those cases, the customer is advised that unfortunately, we are not able to proceed with the installation until the rust issue is addressed Because the rust is pre-existing, Safelite isn’t responsible or able to provide for towing the vehicle or covering the vehicle until the rust issue can be resolvedI understand that this is a great inconvenience to the vehicle owner and we do whatever we can to prevent this from occurringAgain, I regret that we were not able to complete the windshield installation for you

Dear Ms [redacted] I’m very sorry to hear that you are having problems with the door glass that we installed on your Kia Soul We have made several attempts to reach you by phone and by email without successWhen we attempt to reach you by phone, we are unable to leave a voicemail message because the mailbox is fullOne of our Executive Service team members sent you an email on December 9, 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 installWe 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 experiencingPlease contact our office at 1-866- [redacted] so that we may assist youThank you for your business and Happy Holidays

Here is the info requestedI 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]

I truly apologize for the damage to your Dodge Charger and any misunderstanding regarding the additional charges for the rental vehicle we providedIt is not our policy to provide the additional insurance and to pay for gasoline for any rental vehicle supplied while damages are being repaired I do see that as a gesture of customer satisfaction, we have reached an agreement with you to reimburse you for half of the charges incurredWe are processing a refund to you in the amount of $which you should see in the next 7-business days Thank you again for your understanding and we greatly appreciate your business

the reason you give for charging $more than the quote is bogus Seriously, I believe reasonable and customary rates are not way more than the service is worth! Contractual agreements that health insurance companies provide are discounts for engaging in the contracts, not oh here pay double the price! We did get the windshield replaced at half the cost you charged us in April That is unacceptable and outrageous! I am the insurance company and I will pay what is fair and reasonable, you are not such Really when I called for an explanation of the ridiculous charge your manager said something to the affect that the price of glass fluctuates You can't make that stuff up! That is insulting as a consumer to be given such insane reasoning I did copy my insurance company and have not heard from them as of yet I can't wait for them to tell me that they contract to a company that charges double the real price! I think maybe you are a big nationwide company and think you can do whatever you please with little or no logic with the bottom line being greed I will never speak of your company in a positive manner and will let everyone I know what a ruthless business you operate

I sincerely apologize for the negative experience you had regarding the windshield damage on your Chevrolet TrailblazerThe last thing you needed while on vacation, was glass damage and subsequently an unsatisfactory repair In reviewing your file, I do see that we were able to replace the windshield at no cost to you on September 18, I hope that the work was done to your complete satisfactionAs a reminder, Safelite provides a national lifetime warranty on the materials and workmanship for as long as you own the vehicleIf you have any questions about our warranty, please feel free to contact us at 1- [redacted] Again, I’m very sorry about the inconvenience you experiencedI assure you we do appreciate your business

I still have no resolution to my complaint and refund from Safe Lite Auto GlassI have been calling and getting the run around for over a week nowEach time there is a different excuse but the fact remains that the refund process has not even begunThis was verified today by [redacted] in their call center I have asked repeatedly to talk to a supervisor at their Executive Services Customer Service Center and the answer is always the same "the supervisor is on break" "the supervisor is away from their desk"This explains the horrible service from this companyEach time I have asked for a supervisor to return my call and that call never comes

Dear Mr [redacted] ,I'm terribly sorry about all the frustration and inconvenience you experienced after scheduling a door glass replacement for your [redacted] AWe strive to complete every job in a timely mannerRegrettably, there are occasions where circumstances cause delaysIn speaking with the Safelite shop manager, I was advised that there was damage to the moisture panel as indicated in the picture you providedWe did order a replacement and you were to be contacted when it arrivedSafelite was not going to provide installation of the part but whatever provider you chose would be able toIf you have heard from the Safelite shop about the part, please feel free to contact the Executive Service team at ###-###-####.Again, I apologize for the negative experience

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the vent glass installation on your Toyota 4RunnerI understand your frustration on this issueAfter doing some research into this I have found that Visor was an aftermarket visor that was taped on and our tech did not damage thisUnfortunately this not covered under our warrantyI do apologize for any inconvenience regarding this issueI do see however that we suggested to make a warranty appointment for when it was warmer and we would try and fix since the adhesive wouldn’t stick in the colder weatherI don’t believe that has been done so if you would like us to do so please give us a call at 866- [redacted] Thank you very much and we greatly appreciate your business!

I would like to extend a sincere apology for the damage to your 2009 Lexus RX 350 due to the complimentary [redacted] Clip that we provided to you. Per your conversation with [redacted] *** on August 20, 2014, I understand that *** the manufacturer of the product, will be paying for the repairs to your vehicle. *** has also offered herself as a direct contact if Safelite may be of any additional assistance. Again, I’m very sorry about the issue and the initial response from the Safelite manager. We truly appreciate your business and your understanding.

I’m very sorry for the damage that occurred when we replaced the windshield on your 2005 Nissan Altima and the long period of time that you have been waiting for the replacement parts. Our local Safelite shop is working wit a Nissan dealer in your area to determine exactly what... parts are need and locating those parts. Over time, manufacturers may discontinue parts and it can be difficult to find them. That is where we are at this point in time. Please know that Safelite understands your frustration and we are doing everything we can to locate the correct parts. As soon as we are able to obtain all the parts needed, you will receive a call from the local Safelite shop to schedule a time to install them. Again, I apologize for the inconvenience. We greatly appreciate your business and your understanding.

Dear Mr. [redacted] I’m very sorry for all the inconvenience and the damage to your 2004 Toyota Tundra due to the windshield installation. Our records indicate that you have been in contact with several members of our Executive Service team regarding the issues. We are processing a check to... you in the amount of $350.00 for your deductible and inconvenience. That check will be sent to you by overnight delivery. We also have noted that we are awaiting an estimate for the damage to the vehicle. Once we receive that and the work is completed, we will pay the vendor of your choice for the repairs. Again, I apologize for your experience. We look forward to hearing from you with an estimate for the repair to our vehicle. Safelite does appreciate your business. If you have additional questions or concerns, please call 1- [redacted] . You may fax the repair estimate to 1- [redacted]

I’m very sorry for your experience during and after a warranty appointment for your Mitsubishi Montero on February 28, The conversations you described are not acceptable and not indicative of the service we provide to valued customers like you Our records show that you spoke with a member of our Executive Service Team today and you are scheduled to have a different technician look at the cracked windshield on Thursday March 5, in our Durham, NC locationYour discussion with our representative today included information about what may cause a “stress crack” and if there is a point of impact anywhere along the damaged area, that would not be covered under our warranty If there is no point of impact found, we will replace the windshield under warranty and at no cost to you or your insurance company Again, I apologize for the issuePlease feel free to contact our Executive Service team at [redacted] if you need additional assistance

Dear Mr***
I’m very sorry for the delay in processing the credit for the unsuccessful repair on your Buick LacrosseThe request was submitted on May 12, and you should see the credit in your account any day if not alreadyPlease feel free to contact our Executive Service team at 1-*** if you don’t see the credit by May 18,

I apologize that you have not yet received the refund of $Due to a clerical error, the request was not processed when it was originally requestedThe request was resubmitted for processing on April 2, If you don’t see the credit to your account by April 9, please feel free to contact our Executive Service team at 1-866*** to trace it
Again, I’m sorry for the delay and we truly appreciate our patience

We sent a stop pay/ re-issue of check # *** for Mr*** to our Accounts Payable departmentThe correct address the check is being mailed to is: *** *** *** *** ** ***
Mr*** should receive his check within the next 7-business daysThe check is coming from Columbus, OH, so it may be sooner
If there is anything else you need, please let me know!
Have a great day

I’m very sorry for the damage that occurred when we replaced the windshield on your Nissan Altima and the long period of time that you have been waiting for the replacement parts
Our local Safelite shop is working wit a Nissan dealer in your area to determine exactly what parts are need and locating those partsOver time, manufacturers may discontinue parts and it can be difficult to find themThat is where we are at this point in time
Please know that Safelite understands your frustration and we are doing everything we can to locate the correct partsAs soon as we are able to obtain all the parts needed, you will receive a call from the local Safelite shop to schedule a time to install them
Again, I apologize for the inconvenienceWe greatly appreciate your business and your understanding