Safelite AutoGlass

I am rejecting this response because:  When I called the manager at the location, I asked if I could speak with the regional manager.  He gave me his phone number and I called him and left him a message referencing my order and asking him to call me.   Again, the site manager said I would be able to speak with the regional manager and I left him the message to call me back on my cell number (###-###-####) and it is for this lack of a call back that I reject the response.   Their response indicates the technician inspected the window.  He came out and was barely next to the car when we described the pitting and at that moment, without inspecting either closely on the outside or sitting in the vehicle looking out, he concluded that safelite would NOT warranty replace the window and we would have to file another claim.  As I stated in my complaint, the same condition exists in my 2015 Kia Soul and it was replaced in January.  There have been no wind or dust storms in the Phoenix area since January yet the technician and now the Manager blame the condition on the Arizona desert.  They are welcome to come to my house or to my wife's place of work to inspect the window as we already availed safelite the opportunity to inspect the window.
Regards,
[redacted]

you obviously don't understand my frustratio, if you had read my last response I am willing to go half because you say there's an impact point fine and dandy.l but I refuse to pay for the whole windshield when your installer press down on it and created the crack to go in my line of sight so something needs to be done and an apology needs to be made on his behalf for being rude disrespected me and talking to me in front of my children so I have about four witnesses to that effect okay so all I want is you to become to a meeting with me that's it he put his hands on it cause it to crack more fine that is the half that you guys will day I will be the other half this needs to be fixed and resolved quickly

Dear Ms. [redacted],
 
I’m sorry that what started as a windshield repair on your 2006 Suzuki XL-7 turned into a windshield replacement. I understand that you don’t wish to have Safelite install the replacement for you.
 
Because the repair cracked out, we did refund the amount you paid for the repair. In your letter you stated that you want Safelite to pay for a windshield repair from a different glass company but you aren’t expecting us to pay the cost of a new windshield. The fact is that the windshield can’t be repaired so you are asking Safelite to pay for something that can’t be done.
 
Although we do have a high success rate for our windshield repairs there is no 100% guarantee that the process will be effective. Under the terms of our repair policy when a repair fails or is visibly displeasing, we will credit the amount paid for the repair toward a replacement windshield from Safelite. If an insurance provider paid for the repair they would receive the credit and the replacement would be subject to any comprehensive deductible on the customer’s policy. Our position is that we have fulfilled our obligation by refunding the amount you paid for the repair attempt.
 
Again, I apologize for the unsuccessful repair. If you have any additional questions, please feel free to contact us at 1-866-212-5457.

Dear Ms. [redacted],I’m so sorry that you had issues with loose moldings and then a new crack in the windshield of your 2014 Ford Focus. I would also like to clarify our warranty and our policy about new damage to a windshield. Safelite’s National Lifetime warranty covers defects in the materials...

and the workmanship for as long as you own the vehicle. New damage is specifically excluded by the warranty. When you asked if something struck the windshield just after it was replaced would you be charged for the replacement, the short answer based on written policy is yes. The longer answer is that as a courtesy, a manager may offer a discounted price on the replacement or in very rare situations agree to replace it at no cost. I do see that we replaced your windshield for you at a discounted price per the attached invoice. I apologize that the response you initially received about new damage to a windshield seemed to indicate that Safelite managers don’t all follow policy and that some customers may be treated differently than others. The fact is we are a customer-focused company and we strive to balance what is best for the customer and the business. At Safelite, policy is our foundation and our guide, but we do have some flexibility when it will help a customer or help us to keep a customer. I hope that your most recent windshield replacement went well. If you have any questions or concerns, please feel free to contact us at ###-###-####.

I do understand your frustration about our inability to replace your windshield due to existing rust in addition to the apparent lack of customer service. You are absolutely correct that rudeness and poor customer service is unacceptable. We will use your feedback as a coaching opportunity for any Safelite representative that did not behave in an appropriate manner.
 
I am sorry that we were not able to assist you and that you have lost all faith in Safelite Auto Glass. Please feel free to contact us at 1-8[redacted] if you have additional questions or concerns.

I'm very sorry for the issues after we replaced the door glass on your 2011 Chevy Silverado. I checked with the Safelite location in your area and they had agreed to refund $80 to you for the inconvenience. This should have been credited back to the credit card you used to pay for the original...

installation. If you haven't already seen a credit for $80, you should within the next 5-7 business days. If not, please contact our Executive Service team at 1-866-212-5457.
Again, I apologize for the trouble and delay in responding.

Dear Ms. [redacted], I’m very sorry that we weren’t able to replace the windshield in your 1999 [redacted] Accord due to body rust in the installation area. I understand your concern about the moldings or trim pieces not being reinstalled. I want to assure you that the vehicle is still drivable...

without those trim pieces. What holds the windshield in place is the bead of urethane between the glass and the pinchweld of your vehicle. The trim pieces don’t hold the windshield in place nor do they prevent water from entering the vehicle. The moldings could not be reinstalled on your vehicle because of the age and the existence of rust would not allow for them to adhere properly.  Our technicians do try to identify potential areas of rust prior to beginning the work. In some cases, the rust isn’t visible until the moldings are removed. I am including the portion of our warranty that applies to possible rust. The full warranty is available at the Safelite website.Safelite auto glass warranty exclusionsThis warranty does not cover leaks, stress cracks, or related damage in connection with installations to vehicles having damage or rust on the pinch weld. Safelite will use commercially reasonable efforts to advise you of the existence of such damage or rust prior to removal of existing glass; however, it is often not possible to do this. In these cases, Safelite is not responsible for any associated damage. In addition, damage not involving defective workmanship or materials is expressly excluded from coverage under this warranty. In no event shall the manufacturer or vendor be liable for incidental or consequential damages. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. This Safelite auto glass warranty gives you specific legal rights and you may also have other rights, which vary from state to state.While this situation is unfortunate, it isn’t something that Safelite is responsible for. The vehicle is drivable even without the trim pieces. The trim pieces can’t be reattached due to the body rust. Before the windshield can be replaced and new moldings installed, the body rust needs to be addressed by a professional body shop or collision center.

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the windshield installation on your 2006 Acura TL.  I understand your frustration with your dash damage. After 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 there. I am sorry for any confusion you may have had and we do appreciate your business!

Hi,I had filed a complaint against Safelite. They said they would refund my money. I still haven't gotten the check. I would like your help ingetting them to honor that promise. My case number is [redacted].Thank you,[redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

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

Dear Mr. [redacted],
 
I’m very sorry that the wipers we installed on your 2013 Ram pickup were defective. Also, your contact to Safelite regarding the issue could have and should have been handled much differently.
 
[redacted] of our Executive Service Team contacted you on January 13,...

2015 to apologize and let you know that we will be crediting back the $37.42 you were charged for the wipers. We will credit that amount to the card you provided for payment. You should see the credit in about 3 business days.
 
Again, I apologize for the poor handling of your issue. We greatly appreciate your business. If you have any questions or concerns, please feel free to contact Executive Services at ###-###-####.

Dear [redacted],
I’m very sorry that the interior and exterior of your nearly new 2015 GMC Sierra were damaged during the door glass installation performed by our Miami, FL location. It must be very frustrating to have waited over 2 months and not yet have your vehicle looking brand new. I...

did receive great news today from our location in Huntsville, AL.
I understand that the manager of the Huntsville location spoke to you and verified that we have received all the necessary party for your vehicle. We have a warranty appointment scheduled for you Saturday April 9, 2016 in our Huntsville, AL location at 8:00 AM to correct all the issues. You have agreed to allow our location to fix everything and our goal is for you to be completely satisfied with the results.
Again, I apologize for the damages and the delays in getting all the parts to fix your vehicle. We do appreciate your business and your patience. If you have any additional questions or concerns, please feel free to contact our Executive Service team at 1-866-212-5457 or contact the Huntsville, AL location directly.

Dear Mr. [redacted],I'm very sorry that our attempt to repair the windshield of your 2010 Honda Accord wasn't successful. We do have a money back guarantee but as you are aware, the money goes back to the insurance company if they paid for the repair.After reviewing the issue and discussing it with the...

manager of our Visalia, CA location; Safelite has determined that we will replace your windshield at no cost to you as a courtesy. A member of our Executive Service team left you a voicemail today with this information also.I apologize that you have lived with a windshield that has continued to crack for more than 2 years. Please contact a member of our Executive Service team at ###-###-#### at your earliest convenience to schedule the windshield replacement. Again, Safelite is absorbing the full cost of the replacement as a courtesy.

I’m very sorry that you weren’t satisfied with the windshield installation on your 2010 Kia Soul. The claim from your insurance company did not request original dealer glass. The claim was for glass that is of “like kind and quality”. The glass we installed is aftermarket glass that meets all...

the specifications required by law. There can be variations in the glass tint and shadeband color based on the manufacturer of the glass.
With that being said, our records show that a member of our Social Media team responded to you about this issue due to feedback received on October 27, 2015. In that response you were advised that if your insurance provider agrees to pay for the dealer glass, we can order it and install it for you. If your insurance company will not approve the dealer glass, we could still order it but you would be responsible for any cost difference between the approved aftermarket glass and the dealer glass. Another representative attempted to follow up with you on October 31, 2015 and left a message with our contact information. As of November 6, 2015 we have not received a response from you.
Again, I apologize that your expectations weren’t met regarding the replacement windshield. We strive for customer satisfaction and would like to discuss options with you. Please give our Executive Service team a call at ###-###-####. We do appreciate your business at Safelite.

Dear Mr. [redacted],I'm very sorry that you have lost faith in Safelite. We are going to honor your request to refund the $216.96 you paid for the windshield installation on your 1990 Chevy Suburban. The refund will be issued as a credit to the card you provided at the time of service. In order to issue the credit, we will need to have you sign a release of liability that terminates any warranty with Safelite. You will receive the release by email and you may return it to us either by email or fax. The details will be included with the document. Once we receive the signed release, please allow 3-7 business days for the funds to appear in your account. Again, I regret that you weren't happy with the work that Safelite did for you. If you have any additional questions or concerns, please call us at ###-###-####.

Dear Ms. [redacted],I’m very sorry to hear of these issues. I will need some additional information in order to locate the work that Safelite did for you and assist you further. Could you please provide the original work order number, the phone number under which I could locate the work, the full name of...

the person or business the work was done for, and the last 6 digits of the VIN?I haven’t been able to locate the work under the phone numbers that were provided to the Revdex.com, the email address provided, or your name. IF you need immediate assistance, please contact our Executive Service team at ###-###-####.

I’m very sorry for the issue regarding the 1991 Acura Integra. I 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 order. If 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 inconvenience. If you are in need of immediate assistance please call 866-212-5457.

Dear Ms. [redacted],
I’m very sorry to hear that our attempt to repair the damage to the windshield of your 2002 Volkswagen Beetle wasn’t successful. Our records indicate that we replaced the windshield for you at a discounted price on July 2, 2015.
Please contact our Executive Service team at...

###-###-#### if you have any further concerns. Thank you so much and we do appreciate your business.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I feel it is very unfortunate that I had to come to submitting a claim on the Revdex.com to receive a resolution and the customer service I deserved. For such a large company this place should care more about their customers and product/service they provide. I will never use or recommend this company again.