Safelite AutoGlass

I’m very sorry to hear that when you closed the driver side front door on your VW Jetta, that the Back glass shatteredAs you have already been advised, our warranty doesn’t cover shattered tempered glassOne of the main reasons is that once the glass shatters; there is no
way to determine the cause
As a one-time gesture of Customer Satisfaction, we are willing to replace the shattered glass at no cost to youIf you have had the work done elsewhere, we would be able to reimburse you based on receiving a paid receipt for the work
We have attempted to reach you by phone but we don’t have a valid phone number for youOne of our representatives sent you an email on September 26, asking that you contact us at 1-866-***Please contact us at your convenience so that we can either schedule the replacement or discuss reimbursement to you
Again, I apologize for your experienceWe appreciate your business at Safelite and look forward to hearing from you soon

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 very sorry that we were not able to provide the appropriate replacement vent glass for your Chevrolet CavalierThe only manufacturer we could find that has the part in stock; the glass is not a good fit on your vehicle
I apologize that we had difficulty in receiving your
signed release of liabilityI have confirmed that we did receive it on March 18thA request to refund the amount you paid, $359.87, was submitted on March 19thPlease allow 3-business days for the credit to appear on your account
Again, I apologize for all the inconvenienceSafelite does appreciate your business and your patience

I’m terribly sorry for the issues regarding the door glass replacement on your Mercedes MLIn 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 itCould 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 causedPlease feel free to fax the estimate to 1-877-*** and reference referral number ***
Again, I apologize that this issue has continued for so longWe greatly appreciate your business and your understandingWe will be happy to move forward once we receive the estimate

I truly apologize for your recent experience with Safelite Auto GlassI understand your concern and glad you brought this to our attentionUpon further investigation, we found out that this was a system error and you will not be responsible for any out of pocket costs
Again, I do apologize for the issue you had but glad we were able to assist youWe greatly appreciate your business!

Mr***,I’m
very sorry to hear about the inconvenience you experienced regarding the
windshield replacement for your Infiniti G37.I
understand that the glass we installed on August 30, was distortedWe
were able to replace the defective glass under our National Lifetime
Warranty
on September 12, 2014; at no cost to you or your insurance company
Unfortunately, that means that the tint you had applied to your windshield
needs to be replaced.I’ve
been in contact with the Safelite manager in your area and he has already made
arrangements with your preferred tint provider to pay them directly for the
replacement tintBecause there is a day waiting period before the tint can
be applied, we are waiting to hear from you or the tint vendor that the work
has been done in order to make payment.Again,
I apologize for the issues and trouble you experiencedI’m glad that we have
been able to work with your preferred tint provider in order to get the work
done at your convenienceWe do appreciate your business at Safelite

I would like to apologize for the inconvenience you had regarding the rearview mirror on your Nissan AltimaUpon further review, we have found that Safelite Auto Glass did everything we could to try to accomodate your schedule for a warranty appointment
Since our technician was
going to be a little late, our local manager offered to come out to you before the scheduled time frame that day. We truly apologize that the scheduling did not work for you and unfortunately will not be able to issue you a refund.
We have done our best to see what the situation is with the mirror and fix the issueAgain we are sorry for the inconvenience

I’m very sorry that we were not able to repair the windshield on your 1997 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, 2015 and you have a replacement scheduled for March 8, 2015 at 11:00AM. The agreement reached is for you to only be responsible for half of the cost of the replacement, $124.03. Safelite will absorb the remainder of the cost.
 
Again, I apologize for the inconvenience. We truly appreciate your business and look forward to assisting you on March 8, 2015.

I’m very sorry for the issues regarding the door glass installation on your 2005 Ford Focus. It appears that when the order came through our website, it had a 2 door Focus instead of a 4 door Focus so the original technician had the wrong glass.
Unfortunately, our system does not...

send out a new email confirmation when a job is reassigned from one technician to another. This is something we have our IT department working on.
When the shop manager was made aware of your concerns, he attempted to reach you to offer a discount for your inconvenience and for customer satisfaction. The amount you paid by check was $311.12 and we are authorizing a refund of $112.11 by check. We were able to reach you by phone today and confirm your mailing address to send the check It will take about 7-10 business days for you to receive the check.
Again, I apologize for the trouble. We truly appreciate your business at Safelite Auto Glass and look forward to you contacting us at 1-[redacted]

Dear Mr. [redacted],
 
I’m very sorry to hear about the negative experience you had when we repaired the windshield of your 2006 Toyota Corolla. I certainly hope that we didn’t cause you to be late for your important 2:00 pm appointment. I understand how frustrating it can be to have plans...

made and then something occurs to cause delays.
 
It certainly isn’t appropriate for a manager or any Safelite associate to ignore a direct question from a customer. Nor is it acceptable for an associate to yell at a customer and then disconnect the call. I truly apologize that this occurred and your concerns will be addressed with the individuals involved.
 
Again, I apologize for your frustration. Safelite is always looking for ways to improve our customer’s experience and feedback such as yours helps us to know how we can do that.

The information provided in the statements are inaccurate and false.  You stated on 6/29 there was a called made by myself that stated the claim was unauthorized/fraud and I also stated please contact me...  However I wasn't contacted prior to the installation of the windshield, It was also stated that my insurance information was provided to a verification specialist however you did not mention that all that took place after the installation of the windshield.  When I was contacted for payment.  You stated an offer was made to MR. [redacted] of 250 and that is also false and I notified you of that via our phone call...  Bottomline your company neglected to follow policy and allowed a service to be rendered prior to obtaining and providing a proper quote as well as went against violated my rights by discussing and or allowing someone to bring in a vehicle after it was stated the claim was fraud and the information provided was not valid which is clear in the initial email attached so its not fair to say my information was not provided to a third party when a third party's information was clearly provided to me. I think you need to look deeper and see your company is responsible for dropping the ball..

I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution is satisfactory to me.
The business has agreed to issue a check for damages to my vechile.
I have not yet received the check.

I’m so sorry that the repair on your vehicle has failed. Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts 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 researching this case further, in an attempt to rectify this issue we offered to replace the windshield at a cost of $135 with an in shop appointment. If you would like to accept this offer, please contact us at ###-###-####.
 
Thank you very much and we greatly appreciate your business!

Dear Mr. [redacted],  I’m very sorry for the issues you are experiencing since we replaced the back glass on your 2014 Hyundai Tucson. Safelite does provide a National Lifetime Warranty for the auto glass materials and the workmanship for as long as you own or lease your vehicle. In the rare case...

of damage to the vehicle, we do need to view the vehicle before accepting liability for the damage. The Operations Manager in your area has requested that a manager take a second look at the damage before we determine whether we are responsible or not. Our understanding is that you will not allow that. Until a manager is able to inspect the damages, we will not be able to move forward with a possible warranty claim. Once a manager has a chance to inspect the damages, we will be able to move forward with the process. Please contact us at your earliest convenience at ###-###-#### to schedule a time for a manager to view your vehicle.

Petty Officer [redacted],
 
I’m very sorry for the issues and delays that occurred after we installed a windshield on your 2009 BMW 328. Our records show that we have an appointment scheduled for today, August 9th, to correct everything under warranty. The technician is scheduled to arrive...

sometime between noon and 2pm and he will contact you prior to his arrival.
 
It is our expectation that after today’s appointment everything will be completed to your satisfaction. Again, I apologize for the delays in receiving parts and getting the appointment scheduled. Safelite does appreciate your business. If you have any additional concerns, please contact us at ###-###-####.

I’m very sorry that you have extensive damage to your 1991 Acura Integra due to a water leak. We were informed of the water leak on August 7, 2014 and we installed the windshield on September 13, 2008. After considering many factors our determination is that we are not responsible for...

the damage to your vehicle.
The primary factor that brought us to this decision was the inspection by an independent adjuster on October 2, 2014. The content of the inspection was provided to you as well as Safelite. The adjuster’s report states “there is no evidence of any improper windshield installation whatsoever, was installed properly within the provided opening.” “It is my opinion that the vehicle merely rusted out due to age and exposure.”
In the opinion of the adjuster, your vehicle is over 20 years old and there is no indication that any mitigation of damage was attempted as signs of rust appeared along the roof of the vehicle. If the rust had been addressed when it first appeared, the damage might have been repairable.
I do feel badly that you are dealing with this damage to your vehicle. However, the damage has nothing to do with the windshield installation that Safelite performed for you in 2008. We installed the windshield properly and our work didn’t cause any rust to develop or allow water to leak inside.

Complaint: [redacted] I am done with this complaint. As I said initially even if you can't pay honesty about what happened would go a long way. I have used your company for 20 plus years to repair my windshieldson. Your handling of this situation has lost you a customer for life. By your own admission taking responsibility for the increased damage that your tech caused doesn't even make you legally liable, but you persist in your denial of the act even with pictures and an eye witness. Wow!! If you take preinspection pictures why don't you take post inspection pictures? You know those pictures would show significantly increased damage. In any  case, I'm done with this? A simple apology would have fixed a lot.
I am rejecting this response because: Safelite is responsible for increased damages and refuses to admit it despite proof, eye witness, and pictures.
Regards,
[redacted]

I am rejecting this response because: I'm not sure how the mix up with the VIN's occurred either but the fact the VIN was so far off from what I provided should be proof enough that one of your own people screwed up and mixed up some other vehicle's record. If it had been 1 or 2 digits off then who knows maybe it could've been a communication error.
I also have written proof from Subaru acknowledging Safelite's mistake on the order (the parts manager from [redacted] Subaru acknowledges Safelite admitting to the error) and I also have proof in the form of an email receipt from Safelite acknowledging the correct vehicle for which the work was to be performed (it clearly states a 2015 Subaru Outback 2.5 Liter Premium edition, not a Subaru Legacy). How dare you accuse me the customer of providing an incorrect VIN number when the proof shows you are 100% guilty of being wrong and making the mistake. Then on top of that you (and your customer service reps) try to accuse your own customer of wrong doing? Pathetic! This is exactly why I have filed this complaint with the Revdex.com and exactly why the general public needs to be aware of your immature and unprofessional behavior. Accept responsibility, grow up, get an education, do the right thing, and work on your tarnished public image. This is completely unacceptable!

I understand your frustration regarding the damage that occurred just after we replaced the windshield on your 2000 Chevrolet Express Van. There is no predicting when an object may strike a windshield and cause damage. We have had customers leaving the Safelite parking lot and a passing vehicle threw up a rock. While this is unfortunate, it is not covered by our warranty.
 
Before we install any piece of glass, it is inspected more than once for any chips or scratches. If any damage is found, the technician will advise the Safelite manager and the appointment will need to be rescheduled when we receive a new piece of glass.
 
Again, we would be happy to work with you to provide the best price possible for a windshield replacement. We do appreciate your business and we would be happy to assist you with another windshield replacement.

I am very sorry for the damages that were caused to your 2014 Honda CR-V due to the windshield that was installed. Our notes indicate that were accepting responsibility for the damage and will pay for the repairs. The body shop that we use is [redacted] their contact telephone number is...

###-###-#### their address is [redacted]. If you could contact [redacted] (the body shop) to set up an appointment. We request that you provide an estimate from [redacted]; we will contact the vendor and make payment arrangement to pay for the damages.
Again I apologize for the inconvenience. If you have any further questions or concerns please feel free to contact your local Safelite Shop or you can contact our office at ###-###-####.
Thank you for choosing Safelite we appreciate your business.