Safelite AutoGlass

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 apologize for any misunderstanding regarding the policies pertaining to windshield chip repairsI wanted to clarify a few points from your most recent communication
The responsibility of advising a customer of the possibility of paying your deductible for a replacement belongs to the representative that takes the initial claim
The technician should also advise the customer that as a result of the repair process, the damage may get worseAt this time, we have no standard preauthorization for the technician to provide to the customerIn many cases, the customer is not available on-site when the repair is done
The brochure that the technician provides with the limited warranty is given to the customer after the work is completed or left in the vehicle if the customer is not available
Our offer to absorb $of your $deductible is simply a courtesy, a gesture of customer satisfaction and not because any policy or protocol was broken
As previously stated, your insurance company advised that you asked if you would be responsible for your deductible if the repair failed and you were advised, yes you wouldThis information comes from the audio recording of your initial call about the windshield damage
Again, I am sorry that you are dealing with windshield damage on your vehicleAs a courtesy, Safelite has offered to absorb $of your $deductible and we would be happy to honor thatIf you would like to accept that offer and schedule a windshield replacement with Safelite, please give us a call at ###-###-####

Please cancel complaint # *** against Safelight auto glass the check is now on the way

I am not denying that the crack may have been a impact My position still Stands that is it is highly more probable that the impact occurred when installing windshield or during transportation of windshield and was on windshield when I Purchased itIt is highly improbable that within miles of driving with new windshield I was hit by a invisible rock on a residential paved road The crack occurred when I hit a bump in road not when I was struck by object The tech that came to inspect windshield even noted it was hard to see impact due to the crack was in the tinted part of glassI feel that the damage to windshield was over looked after installation My stance on this complaint will not change unless it is impossible for a human to over look a tiny chip in windshield after installation Human error happens all the time and it seems Safeguard has a reputation for not honoring its warranties from my internet research

In response to the denial letter through Revdex.com
I am requesting safelit take 50% of cost to paint the hood for the following reasons with explanation:
You say the technician DID DAMAGE to the hood but are not responsible due to minor scratches which we explained were buffable which is what you say I signed off on
I was neither given nor shown a copy of what I was signing as per the scratches on the hood
I was not told about the previous scratches, but I was told about scratches elsewhere during the inspection
I was unaware of what I was signing since it was on a small cell phone without any of what I was signing about before me
I was not provided a copy of what was being signed by the technician so I was not aware as to the contract I was signing
Safelite is responsible for part of the damage as their admittance so I am requesting Safelit to share in cost for repairI am requesting for half of the cost for the painting of the hoodThis check can be made out to and sent to the shop I got the estimate from and can be found on that estimate
Thank you,

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 *** 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 have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. My thanks to Safelite and Revdex.com of Central Ohio for bringing this to a satisfactory resolution. Throughout the process, the people at Safelite remained professional and courteous, however I do wish the process kept me better informed

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
After reviewing your file I see that a member of our Executive Services Team attempted to reach out to you, unfortunately, we were unable to do so and left you a message on your voice mail to offer you $off your deductible If this would work for you feel free to call us to get that scheduled at 866-***

I do not agree with the way the insissue was pushed. Of course, it was pushed if you receive $more than without with my insurance. So I guess the issue will remain UNRESOLVED as I do not wish to hear your ridiculous excuses and reasoning on the price charged. I simply will never say a good word about a business who takes money above and beyond the real price! If that is the way you do business you will eventually be under anyway, weather you are a nationwide business or not!

Dear Ms. ***
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-*** so that we may assist youThank you for your business and Happy Holidays

This is to confirm that we have received the signed Release of Liability that you emailed to us on December 3, A check request has been submitted in the agreed upon amount of $The check will be made payable to you and mailed to the address that was verified by youYou should receive the check in about 7-business days
Thank you for your assistance and patienceSafelite does appreciate your businessIf we may be of additional assistance, please contact us at 1-866-***

I apologize if any of the previous information provided was unclear regarding the water leak on your Ford FpickupI have reviewed your file and I’m including the pertinent information in chronological order
On January 22, you contacted us to replace a damaged windshield on your Ford FpickupThe replacement took place on January 24,
On December 10, we received an email indicating that there was a water leak that damaged your fuse boxYou requested that Safelite replace the windshield and reimburse you for any damages incurredA representative left you a voicemail to call us regarding the situation
On December 12, you spoke to a member of our Executive Service Team and advised her that you had *** Ford repair the electrical issues and that the leak needed to be located and fixedA Safelite technician was able to view your vehicle at the dealership the same dayExtensive water testing of the windshield was done from multiple angles and no leak could be locatedIn the process of water testing the windshield, our technician caused it to crack, requiring replacement under our warranty
On December 16, we replaced the cracked windshieldIn addition, a member of our Executive Service Team spoke with *** at *** Ford and confirmed that the water leak was not due to the windshield installation and he would contact you, Mr***, again to explain that
On January 7, a member of our Executive Service Team contacted *** at *** Ford to get an updateIn that conversation, *** advised that even after the windshield was replaced on December 16, there continued to be a water leak indicating that the water was entering from somewhere else*** Ford investigated the leak and determined that it was coming from a body seam which *** Ford repaired on December 22, *** assumed that the repair to the body seam stopped the water leak because he had not heard from you between December 22, and January 7,
In response to your question of why Safelite replaced the windshield under warranty if there was no water leaking from it; the windshield cracked during the water testing and we replaced it at no cost to you as that is covered under our national lifetime warranty
Again, it’s unfortunate that you experienced a water leak that damaged the electrical system in your vehicleThe final resolution to the issue came when *** Ford located a leak from a body seam and repaired itThe water was never leaking from the windshield at allWe do appreciate you as a valued customer and if we may be of assistance in the future, please feel free to contact us

I am rejecting this response because:The response appears to be yet another set of excuses The bottom line is prior to SafeLite technicians actions there was no leakage of any kind It only started leaking after he removed the molding They may consider it merely decorative or cosmetic as they are trying to claim, but it's obvious that it prevented any leakage If it was as ornamental as they claim, then their technician must have done something else to cause it to leak There was no leakage of any kind prior to their visit and as I am in the process of taking it to a body shop for rust repair it continues to leak in at least two places If there was any uncertainty on their part they should not have proceeded with what they did There should have been some degree of concern and responsibility when I notified them of the problem Instead all I got was a run-around Their own people claimed they could not reach the shop for at least two days It was concerning enough when I notified them of the problem Friday and they couldn't find anyone to discuss it with or come up with a course of action All I got was a promise to call me back by nine or nine thirty Saturday, as the leakage continued into day two They did not call me and when I started calling them I finally reached a *** *** who claimed to be with their executive services She only reiterated previous excuses and continually raised her voice to me, even after I asked her not to twice She is the main reason I have chosen not to let SafeLite proceed with the new installation The other reason is the fact that my car was worse after the technician worked on it The best they could do on Saturday was tell me they could not contact the shop and would call me back Monday That call never happened either I understand that the rust they found may or may not be significant Monday the body shop will inspect it and do any necessary repairs I have no expectation of anyone magnifying any problems instead of rectifying them I consider the efforts by SafeLite to be shoddy and their customer service was terrible The rudeness of their executive services and overall inability to help by any staff member I spoke to was inexcusable I don't have any documentation as their technician did not leave any paperwork behind He only took my weatherstripping with him I will avoid SafeLite in the future

I never received settlement payment from the company!! Safelite Auto Glass Repair informed me( via; Revdex.com response) that they were to credit my account within business days and business days have since passed and I have yet to receive my payment!!

I’m very sorry for the issue regarding the Acura IntegraI have been unable to locate a work order with the information provided through the Revdex.com
So that we may better assist you, could you please provide your full name as listed on the order, the work order number if available, and the telephone number listed on the orderIf you could also provide a receipt for the damaged part including shipping, we would be happy to review it for reimbursement
Again, I apologize for the damage and the inconvenienceIf you are in need of immediate assistance please call 866-212-

I’m very sorry that your experience surrounding the windshield replacement on your Hummer Hwas not satisfactory
In reviewing your file, I see that you spoke with one of our representatives today September 29, and we advised that we will be refunding the amount you paid
for the windshield replacementBecause you initially paid by credit card, we will be able to credit the entire amount of $back to your credit cardIt generally takes about 3-business days for the credit to appear in your account
I don’t see any previous mention or discussion of a scratch on your vehicle in phone conversations with Safelite representatives
Again, I apologize for the negative experience and inconvenience you hadAt Safelite, we do appreciate our customers and I regret that you did not feel appreciated

I’m terribly sorry about the damage to your Mercedes SLduring the windshield replacement in as well as the errors regarding reimbursement to you for the amount you paid for the repairs
On February 3, a check in the amount of $was mailed to *** ***
*** instead of being issued and mailed to youWe have requested a stop payment for the check to *** and requested a new check to be issued to you and mailed to your addressYou should receive the check in about 7-business days
Again, I apologize for the damage and the errors with the reimbursementWe greatly appreciate your businessIf you have any further questions or concerns, please feel free to contact us at 1-***

I’m very sorry to hear that the metal molding around the windshield of your Ford Fwas bent during the installation of the new windshieldThis is covered by our national lifetime warranty and provided at no cost to you
I understand that you spoke with the local Safelite manager today and he will be scheduling a warranty appointment for a day next weekWe will have another technician inspect the damage and determine how best to correct the issueA member of our Executive Service team will follow up to make sure that the issue is resolved and you are satisfied
Again, I apologize for the bent moldingIt is our goal to correct the issue to your satisfaction under our national lifetime warrantyWe appreciate your business at SafelitePlease feel free to contact our Executive Service team at *** with any questions or concerns

I’m very sorry that you are still dealing with a damaged windshield on your Nissan RogueIt would be wonderful if every attempt to repair a windshield was successfulHowever, there is always a chance that the damage could become worse or failTherefore, we provide a money back guarantee which has already been explained
As previously indicated, Safelite received an email from an *** *** representative on September 12, to advise of what had already been discussed in conversations you had with *** *** and Safelite regarding the failed repair policyBased on a review of the audio recording of your initial call to file a claim; *** *** advised Safelite that you asked specifically about the possibility of a failed repair and if you would be responsible for your deductible
The email from the *** *** representative stated the following, “I spoke with him (Mr***) on 9/4/and discussed with him the repair process of how he is responsible for the deductible if it does not work or if it is not acceptable to them as the customerSafelite has offered to waive $of his $deductible but he is not satisfied with thatI advised him that this process was specifically discussed with him on his initial call to file that claim as he asked the CSP specifically if he would be responsible for the deductible if something like this happened and she advised that yes, he would be responsible if the repair cracked out or did not stayHe was going to talk it over with his wife if they still wanted to pursue *** *** *** or not at that time.”
Based on these facts, we would be happy to honor our previous offer to waive $of your $deductible toward the replacement cost of your windshieldIf you would like to proceed, please feel free to give us a call at 1-866-***
I do apologize for any misunderstanding that may have occurredSafelite does appreciate your business

I am truly sorry that we caused damage to your Toyota Tacoma during the windshield installationWe are responsible for the repairs and we should have been able to resolve this long ago
A member of our Executive Service Team sent an email to you directly on November 19,
We have authorized the repairs in the amount of $based on the estimate from the vendor of your choiceWe will pay the vendor directly after the work is completed and we will provide a rental vehicle, if needed while the repairs are being done
Safelite doesn’t provide compensation for time, travel, lost wages or other expensesWe do understand that this has been a lengthy and frustrating experience for youIn the spirit of Customer Satisfaction, we are offering you an additional $in addition to paying for the repairs and a rental vehicle, if needed
Again, I apologize for the damage and the continued inconvenience you have experiencedSafelite does appreciate your businessIf you need additional assistance, please feel free to call us at 1-866-***