Safelite AutoGlass

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the windshield installation on your Toyota Camry, done by *** *** *** back in 2006. I have done some research into this issue and found that we did pull the audios on this and our
representative here at Safelite did not mention authorizing any work to be done except that as long as *** *** *** verified that it was in fact the windshield leaking it would be covered under warrantyGoing further you spoke with another one of our representative in which you told at that time you have moved and that the work was already done or being done at that time That representative mentioned to you that even though you moved we could have had a Safelite Shop do the work due to *** *** being an affiliate of oursHe also stated that you could send him the information you got stating it was from the install and he would see what he could do but he was not promising that anything could be done to assist you at that point.
Safelite (as well as our affiliate shops) policy states we need to see the issue and have it verified before we can authorize you to have work doneIf you have anyone touch the glass and fix any issues before we do that voids out any warrantyIf you have further questions or concerns, please feel free to contact our Executive Service Team at 866-***

I’m very sorry that there was damage to the wiper transmission during the windshield installation we performed on your Saturn IonA 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 *** or respond to the email that our representative, *** ***, sent today? Our fax number to submit a copy of the repair receipt is ***
Again, I apologize for the inconvenienceWe look forward to working with you to resolve this quicklySafelite appreciates your business

Dear Ms***
I’m very sorry for the delay in responding to the correspondence received from the Revdex.com about the failed repair on your Honda CR-VI’m happy to say that our records indicate that we did install a replacement windshield at no cost to you on April 14, I hope that
the installation was done to your satisfactionIf you have any further questions or concerns, please feel free to contact us at 1-*** We truly appreciate your business

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the windshield installation on your Buick Lesabre. I have looked into this issue and found that our Quality manager has looked over the vehicle and noticed that the seam was open due to wear and tear from sun and heat. I am sorry for the inconvenience on this issueWe do greatly appreciate your business!

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 reached out to advise you that we are waiving the fee and we are taking care of the costI am very glad we are able to help you out in this matterIf you should need any further assistance in the future please let us know!

I’m truly sorry for the damage to the remote start and keyless entry system on your Honda Pilot during your windshield replacement
As we discussed over the phone today, Safelite will cover the cost of the replacement and installation of a new system for youI know that you will be travelling over the next few weeks so whenever you have the opportunity to schedule the work please let me knowI will be in contact with your vendor of choice, *** ***, to make payment arrangements for the work
Again, I apologize for the inconvenienceI sent you an email with my contact information just after our phone conversationPlease feel free to contact me by email or phone if you need further assistance

I would like to apologize for your recent experience you had with Safelite Auto Glass in regards to the chip repair done on your Toyota SiennaChip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposesShould the repair not hold or crack out further,
Safelite offers a money back guarantee; which is our policy; where we would credit the cost of the repair back to the paying party; however the out of pocket cost or deductible would apply
If there is anything in the future we can help you with please let us know! We do greatly appreciate your business!

I’m terribly sorry for the incorrect installation of the rear view
mirror on your Nissan AltimaI’m sure it was very frustrating to deal
with that until we were able to come out and correct the issueI do see that
we were able to have a technician install the rear view mirror correctly for
you on August 29thIn a follow up phone conversation with one of
our representatives on September 4th, you indicated that the work
was completed satisfactorily
Again I apologize for the inconvenience and frustration you
experiencedWe greatly appreciate your business and I’m very glad we were able
to fix the problem

The pictures are of the hood where there are scratches in the paint that the technician did that goes very deep into the painThe minor surface area is scuffs that would come out with the next waxing which is what Safelite has pictures of.
the technician did the damage and we want the hood
repaired and the way to repair it is a paint job of the hoodWe are asking $for the paint job which will done at:
*** Body Shop
P.OBox ***
Pine Grove, La
We are also asking that an additional $in gas be given to take the vehicle in and drop it off as we will have to use fuel in vehicles to do such and one vehicle to retrieve the repaired vehicle
There are fresh scratches that are deep and non repairable and non-buffable made by the technician
The estimate will be sent in a separate email
Thank you,

I am rejecting this response because the only reason they did the job was that I spent hours and found a receipt
Even after finding the receipt the manager cancelled my appointment without notifying meSo I waited all day for a worker who never showed upIt was the worst customer service I've ever been provided

Dear Mr***,
I’m terribly sorry for the misunderstanding about the aftermarket tint for the back glass that we replaced on your BMW XWe pulled the recording of your call to Safelite to determine if you were provided with any incorrect information
Mr*** when you
called in for a quote, the representative had to ask questions about the vehicle and the glass in order to select the correct partFor your vehicle, the options were no tint and a factory privacy tintOur representative asked if there was any tinting on the glass and your response was yesThe representative explained that the tint would match the factory tint that was on the previous glassThere was no discussion of the glass having an aftermarket tint, which Safelite doesn’t provideHad the representative been advised that there was aftermarket tint on the glass, you would have been advised that we could not assist with that only the glass as it comes from the factory
Again, I apologize for your frustration and inconvenienceWe were not made aware of the aftermarket tint, therefore we could not address it when you received a quotationThe information our representative provided to you was accurateSafelite does appreciate your business

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

This company refused to communicate with me except for more lies and I feel they deserve a poor rating with the Revdex.com for customer service and communications

I am very sorry to hear about the chip in the windshield that we installed on your GMC CanyonFrom what you have described, your experience went from bad to worse while trying to get it resolvedThat is not what we want for our valued customers
I do see that you were in contact with a member of our Executive Service team on January 5, As a result, a check for the full amount of the installation was mailed to you on January 6, The check number is *** and the amount is $Please allow 7-business days to receive the check in the mail
Again, I apologize for your negative experience with Safelite AutoGlassWe do appreciate your businessShould you choose Safelite for any future auto glass damage, please know that our Executive Service team is here to assist with any issuesPlease feel free to contact us at 1-866-***

I am rejecting this response because:
No representative has EVER checked the shotty workmanship of the technician that preformed the repair
2. I was NEVER informed of any of this by the technician or when the appointnment was scheduled
3. I should have been issued with a waiver of the fact that basically chips are not guaranteed what so ever
I am already well aware of the policy that I am refunded by putting a credit towards a new windshieldYou are dodging what the true problem isThe fact that an inferior job was performed and I was never informed of the facts/rules before you drilled into my windshield

I am rejecting this response because: Safelite is in the business of replacing auto glass therefore as professionals they are responsible to adequately know about the car they are reparingIt is their responsibility to know how the window glasses in the doors are accessed and what items are affected during repair for every make and model of cars they acceptIt is irrisponsible for Safelite to say that they did not know after they caused the damage The burden of knowing adequately about the repair is with the business providing the servicel and not with the customer.Essentially, in any repair bussiness, one should have adequate knowledge about the item needing repair prior to taking the jobAdmitting that they did not know about the air bag requiring reset not only does not relieve them of their responsibility but in fact is the addmittance of guilt.I have documentation showing the repair by Safelite and correction of their inadequate work by BMWI would be happy to email the to you

I’m very sorry that you have been experiencing a water leak since we replaced the windshield on your Honda AccordIt is our understanding that the source of the water leak was located during your warranty appointment scheduled with Safelite on December 8, A technician was able to
remove, reinstall and reseal the glass which is the best resolution for water leaks caused by a windshield installation
A representative from our Executive Service team contacted you on December 9, to verify that at this point you were satisfied with the workIt is too early to determine with 100% certainty that the water leak has stopped and you have been provided with the best contact number to reach the warranty department if there are further issuesYou will continue to have a national lifetime warranty for the materials and workmanship for as long as you own the vehicleThe warranty excludes new damage caused by something striking the windshield
Again, I apologize that you have been inconvenienced by this issueAs a general rule, Safelite doesn’t provide compensation for time, travel, gas or other costsWe truly appreciate your business at SafeliteIf we may be of additional assistance, please contact us at 1-866-***

I apologize for the difficulty you experienced in trying to get the windshield replacement scheduled for your Mazda CX-In your conversation with our representative, *** ***, it was confirmed that we will replace the windshield at no cost to youIf you have any trouble at all in getting the appointment scheduled, please ask to speak to Nancy directlyWe will get you in touch with the Safelite shop to schedule the work at no cost to you at your convenience
Again, I’m sorry for the misunderstandingWe appreciate your business and look forward to assisting you very soonIf you have any questions or concerns, please feel free to contact our Executive Services Team at ###-###-####

I’m very sorry to hear that one of the chips our technician repaired on your Mini Cooper has cracked out and your windshield now requires replacementWhen our technicians locate additional chips on a windshield it is common practice to fix all chips located, even if the insurance claim
only shows oneIn most cases this is a benefit to the customer and the insurance company because previously unnoticed damage gets repaired
Our repairs have a high rate of success but there is no predicting how a repair will respond to the process in the short term or long termTherefore we have a money back guarantee stating that if the repair fails or is otherwise unsatisfactory, we will credit the paying party for the repair and the replacement would be subject to your deductible or out of pocket
If you are interested in replacement with OEM glass, there may be an additional cost to youThe quote you received was for aftermarket glass and not OEM glassIf you would like an updated quote for windshield replacement, please feel free to contact us and we will provide the best pricing possible
Again, I apologize for the inconvenienceWe do appreciate your business at Safelite

I apologize if the previous explanation wasn’t completely clearWhen we mention new damage to a windshield, it indicates that something hit it and caused the new damageYes, some customers have had the misfortune of having a rock or other object hitting the windshield mere minutes after a windshield replacementThis is something that Safelite is not able to prevent and is therefore not covered under our warrantyThe picture of the damage taken by our technician absolutely shows a point of impact from a rock or some other object which is why we denied the warranty request
According to our records, the manager of the Safelite location spoke to Mr*** and did offer a discount on a replacement windshieldThe manager was advised that was not acceptable and you didn’t wish to work with Safelite any longer
Again, I’m sorry that something hit the windshield and caused new damage so soon after we replaced the windshield on your Honda PilotYou indicated that you have already had another provider replace the windshieldAt this point, we will consider this issue closedIf you have any other questions, please contact us at ###-###-####