Safelite AutoGlass

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I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

I’m sorry to hear that as of December 10, you had not yet received the settlement check that was promisedIn checking our records, I show that check number ***
In the amount of $was mailed to you on December 8, WE did receive the signed Release of Liability from you on December 3, and it takes about 7-business days after that for you to receive the checkIf you have not received the check by December 17, please feel free to contact us
Again, I apologize if you haven’t received the check yetIf you need to follow up on it, please contact the Safelite Executive Service team at 1-866-***Thank you and Happy Holidays

I’m very sorry that the windshield we installed on your Kia Spectra was distorted due to a manufacturing defectI understand the concern for your family due to the issueWe would not knowingly install a windshield with a defect and each piece of glass is quality-checked prior to being
installedUnfortunately, with distortion, it is often not visible during inspection and only shows after the installation
In checking our records, we found that you have already received a gift card in the amount of $from the local Safelite shopWe will be able to refund the remaining $to the credit card you provided to pay for the installationThe refund will be requested on March 18, and it generally takes about 3-business days for you to see the credit
Again, I apologize for the issue and the inconvenience and concern it caused you and your familySafelite does appreciate your businessIf we may be of additional assistance, please feel free to call our Executive Service Team at 1-866-212-

Dear Mr***
I’m very sorry to hear that the attempt to repair the windshield on your Buick Lacrosse wasn’t successfulWhile our money back guarantee does state that we will credit the amount of the repair toward a windshield replacement, as a courtesy, we will refund you the
$that was paid regardless of what glass provider you choose to use for the replacementWe will refund the amount back to the credit card that you provided at the time of serviceYou should see the credit in about business days
Again, I apologize that the repair attempt wasn’t successfulI regret that we weren’t able to earn your business for the windshield replacementWe do appreciate your business and if we can assist in the future, please feel free to contact us

"I appreciate your prompt response to the Revdex.com in this matter and understand you are trying to make things “right”I am pleased you are willing to repair the damage caused by the safelite representatives, and agree some form of compensation is warranted for my time and effortAs I mentioned, I have been completely disappointed with Safelite to dateTherefore, I am willing to accept your offer with the following caveat: Safelite will provide me payment in the amount of $ for the repair, compensation, and rental carI will schedule the repairs at Toyota of Easley at my earliest convenience and with no further involvement from SafeliteI look forward to you accepting my proposal and bringing closure to this matter."
I am rejecting this response because:The initial communication by Safelite concerning the Revdex.com complaint was by email, but the response to the above proposal was made by phone with no formal follow upI was instructed via voicemail to sign a release of responsibility before payment can be issued, which will take 7-business days to processI have not received the release form and wouldn't mind signing it, but not until proof of payment is received

I am still disputing my claim with Safelite Auto Glass, for breaking off my passenger side door handle I can only get free estimates to repair the damage over the phone as dealerships charge to look over the car So because of the negligence of the safelite tech, that company is expecting me to pay for the inside handle (which was working) I have called for over the phone estimates (in my original email) that will cost me over $to repair Safelite should be responsible to fix the handle, and if that includes any repairs to inside door, again they initially broke the outside handle and should be responsible to completely fix any damage to get that outside door handle back on. Thank you,

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the windshield installation on your Acura TL I understand your frustration with your dash damageAfter reviewing your file and investing this issue further, we determined this issue was done
to your vehicle prior to the installation of the windshield
We also have photos we took prior to the work which shows the damage was already thereI am sorry for any confusion you may have had and we do appreciate your business!

I’m very sorry that the windshield repair on your Chrysler failedI have included a copy of the entire Safelite Warranty to clarify the repair process and what our policy is when a repair is unsuccessful or visibly unpleasing to the customer
In researching your concerns,
I found that at the time of the windshield replacement *** advised us that we needed to collect a $deductible and you did pay that*** has advised us that in order for them to pay the remainder of the claim to Safelite, they need you to contact them at 1-800-510-Instead of updating the repair claim to a replacement, *** set up a completely new claim with a different date of lossThey need to speak with you directly in order to correct the error
A member of our Executive Service Team attempted to reach you on October 22, and left a voicemail with the contact numbers for *** and for Safelite to discuss this further
I apologize for any misunderstanding and inconvenience this has causedIf you need additional assistance, please feel free to call us at 1-866-***We greatly appreciate your business

I’m very sorry for the delay in responding to your most recent communicationYour concerns about Safelite’s policy regarding “Labor only” work have been forwarded to the appropriate Senior ManagementWe are in the process of reviewing a number of policies that have been in place for many years without having clear documentation of those policies
In light of this, we would like to propose a settlement in the amount of 50% of the amount you requestedThe total amount you requested was $Specifically, we are proposing reimbursement to you in the amount of $as a gesture of customer satisfaction
I apologize for the breakdown in communication and the negative impact on what had previously been a positive business relationshipIf you would like to accept this proposed settlement, please feel free to contact us at 1-866-***

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the windshield repair on your Honda CivicA member from our Executive Service Team reached out to you to discuss this issue further
You stated you had two more rock chips and mentioned you would call back if we can further help youAgain we are sorry for all the inconvenience but we do greatly appreciate your business

From: Jon Ollendorf [mailto:[email protected]]
Sent: Wednesday, September 17, 8:PM
To: [email protected]
Subject: ID
I appreciate your efforts to try to resolve this problem Several times in the past, Revdex.com has resolved problems when no one else could
The requested document has been faxed to the telephone number provided If you follow the notes attached in this note it will be clear that Safelite already received the document requested on July
In addition, you can see from the string of notes that Safelite promised to follwith me but failed to do so even after repeated attempts on my part to re-establish communications Without your involvement, they were just ignoring me
Begin forwarded message:
Hi ***
Still waiting to hear from you
Begin forwarded message:
Please let me know what is happeningThanks
On Jul 18, 2014, at 11:AM,
I am still working on thisI am sending this to my management to have the calls pulledI’ll keep you updated as to the results of that
I have some additional information to add to the record It might be helpful if Safelite does not delete the recorded calls between your agents and myself in order to confirm my statements below
One day after the car was in for repair at a local shop, *** *** said I should not have permitted work to be done on my car without giving them a chance to evaluate the problem Having work done by another company voids the warranty However, in none of my calls with Safelite was this mentioned I spoke with two people almost immediately after the time I was informed of the problem and the cost Nothing was said about voiding the warranty by either of the two people at Safelite even though I fully explained it was my intention to have my car repaired by the local auto body shop Safelite should have warned me that I was about to void the warranty when there was an opportunity to stop repair work By the time, I talked to *** *** the following day, it was too late
Note that *** *** was given my contact information and the reference number, but elected not to call me Once I realized my problem wasn't a high priority item for them, I called *** *** By then, the work on the windshield was done
Given these facts, I am asking Safelite to take into account that they had a critical role to play in preventing the warranty from being voided but failed to act in a timely fashion One of the customer service representatives, as nice as they were, should have clearly told me not to have the work done, but take the car to a local Safelite shop for evaluation
On Jul 16, 2014, at 5:PM, "S*** *** *** ***
Mr. ***
Thank you for your expedience in getting me this informationI have received this document and am going to save it to your fileI will follow up with you as soon as I have some further answers and shouldn’t be any longer than hoursI appreciate your patience
Please find the attached document describing the work associated with *** Note that the item, "Touch & Buff" is not associated with the windshield leak However, the cost of replacing the carpet is a direct result of the leak

I’m very sorry that we were not able to repair the windshield on your Ford Explorer before the crack grew too large to be repaired
Our records show that you were contacted by a member of our Client Care team on March 5, and you have a replacement scheduled for March 8,
at 11:00AMThe agreement reached is for you to only be responsible for half of the cost of the replacement, $Safelite will absorb the remainder of the cost
Again, I apologize for the inconvenienceWe truly appreciate your business and look forward to assisting you on March 8,

The fact that the company operates on site unseen resolution is very scary. To me the first step would have been to have a technician come look at the windshield, this is apparently not how a National Company such as Safelite Auto Glass operates. People need to know that this company does not believe in Customer Service and follow-through.
Case in point, On August 1, *** 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 days later and no call. Great Customer services !
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 asked 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

I’m
very sorry about the experience you had on August 25, regarding a chip in
the windshield of your Honda Pilot
According
to our records, we repaired a chip in the windshield of this vehicle on
November 26, When our technician looked at the damaged area on August 25,
2014; it appeared that it was the same spot that had been repaired in November
of Unfortunately, once a chip repair has been performed that same area
can’t be repaired againThe repair process puts stress on the windshield and
would likely cause additional damageAlso, applying additional resin to an
already filled chip provides no true benefit and will not adhere properly
Safelite
does provide a money back guarantee for chip repairs for as long as you own the
vehicleIf you aren’t happy with the repair or if the repair fails, we will
reimburse whoever paid for the repair and windshield replacement would be the
only other optionThe replacement is subject to any comprehensive deductible
you have if it is processed through your auto insuranceIn your case, we would
refund *** the cost of the repair and the replacement would be subject to
your $deductible
Again,
I apologize for the inconvenience and any lack of communicationIf you would
like to schedule a windshield replacement, please feel free to contact Geico or
SafeliteWe do greatly appreciate your business

I am rejecting this response because:

Dear Ms***,
I’m sorry that you haven’t been able to get a written estimate along with independent verification that the bro*** door handle on your Toyota Avalon was caused by our technicianIt is our opinion that the root cause of the damage is age and regular wear and tearWhen we opened the door panel we found that the existing parts had been glued together which led to the conclusion that our technician did nothing wrongAs a courtesy we were going to replace the outer door handle and our shop thought you were going to purchase the remaining parts and we would provide free installation, also as a courtesy
We would be open to paying an independent adjuster to view the vehicle to verify if the damages are indeed related to the age of the vehicle or if our technician did something to cause the damage when he opened the doorIf you would like us to arrange that, please let us know and we will contact a 3rd party independent adjuster to arrange a time to inspect and evaluate the vehicle
I apologize for the inconvenienceIf we are provided with an independent professional evaluation indicating that the damage was cause by our technician we will absolutely pay for the repairsUntil then, our evaluation led us to determine that no negligence occurred on Safelite’s partThat being said, we have offered to assist as indicated above simply as a courtesy and a gesture of customer serviceYou may contact our Executive Service team at 1-866-212-***We do appreciate your business with Safelite

I’m very sorry about the vandalism damage you experienced on September 22, We did receive a claim to replace the passenger front door glass on your BMW from your auto insurance providerUnfortunately, when vandals break vehicle glass they can also cause damage to the regulator
inside the door panelThe regulator is part of the mechanism that allows the glass to go up and down properlyAccording to notes added to the original work order just prior to the technician installing the glass, you were informed that there was damage to the regulator and Safelite was not liable for that damage
The door and the glass installation have been inspected by both the manager of our Latham, NY location and according to your complaint, an adjuster from your insurance providerBoth have determined that the damage to the regulator was not caused by the installation of the glass by Safelite’s technician in Quincy, MAWhile your insurance provider considers the damage wear and tear, it could have been caused by the person that vandalized your vehicleYou may want to speak with your insurance provider to see if the regulator damage can be added to your original claim under your comprehensive coverage
Again, it’s unfortunate that you were a victim of vandals while you were away from homeWe appreciate your business and the opportunity to assist you with your glass damageHowever, our technician did not cause any additional damage to your vehicle

I’m very sorry about the water leak and damage to the fuse box that occurred after we installed the windshield on your Chevrolet TraverseThe fact that the water leak stopped after the second windshield installation is a clear indication that the original windshield installation was the cause
A member of our Executive Service Team contacted you today and we have received a copy of the receipt for the damagesWe are processing a check to you in the amount of $which you should receive in about 7-business days
Again, I apologize for the inconvenience you experiencedWe truly appreciate your business and thank you for your patience and understandingIf we may be of additional assistance, please let us know

I’m very sorry that you weren’t happy with the windshield repair we performed on your Jeep CommanderWhile we do have a high success rate for our repair work, there are times where the process fails or just isn’t satisfactoryWhen 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 $to the credit card you provided as payment for the workPlease allow 3-business days for the credit to appear in your accountIf 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 repairIf you need additional assistance, please feel free to contact us at 1-***

I’m terribly sorry for any misunderstanding regarding the price you were quoted for the windshield replacement on your Honda Passport
Per your conversation with one of our representatives on October 15, we will be sending you a check for a partial refundThe amount agreed to is $and it will be mailed to you at your post office boxYou should receive the check in 7-business days
Again, I apologize for the inconvenience and confusionWe truly appreciate your business at Safelite AutoGlass