Safelite AutoGlass

I’m sorry that the settlement that was agreed upon, now doesn’t meet your approval. In order to bring this to a resolution, as an additional gesture of customer satisfaction we will be reimbursing you the remaining $35.07 for the insurance and fuel charges for the rental vehicle. You should receive a check in approximately 7-10 business days.
We do appreciate our customers at Safelite Auto Glass. If we may be of additional assistance, please let us know

I’m very sorry that there is new damage to the windshield of your 2013 Honda Pilot so soon after the windshield was replaced. There is no predicting when such damage may occur. Numerous customers have experienced new damage within minutes of having their new windshields installed. We do provide a...

warranty if a crack appears but shows no point of impact. Attached is a picture of the damage to your windshield taken by our technician. It is clearly an example of damage due to an impact.
 
The manager of the Safelite location has offered a significant discount on a new windshield installation from Safelite. It is our understanding that you aren’t interested in that. I understand your frustration about having to replace your windshield again, this is an unexpected expense. The fact is that the damage is due to something hitting the windshield and not something that Safelite could prevent.
 
Again, I apologize that you have new damage to your windshield and the expense of another replacement. We would be happy to work with you regarding a discount as a gesture of goodwill. We do appreciate your business and we hope to be able to assist you. Please feel free to contact us if you have additional questions or concerns at ###-###-####.

I am rejecting this response because: same as prior.  Please close case and issue negative rating.  I'm not calling an 800 number.

I’m terribly sorry for the issues you experienced after the windshield replacement on your 2008 Infiniti G37. I’m glad that we have been able to address the issues of the distorted glass and the damaged tint.
 
Regarding the additional damages you are claiming, per the attached pre-inspection report and picture they existed prior to Safelite’s installation of the windshield. The pre-inspection report that the technician went over with you prior to beginning the work shows existing damage to the exterior pillar moldings as well as fender damage. You verbally agreed that Safelite was not responsible for the damages as indicated on the inspection. The inspection does show your signature as well. The attached picture was taken by the technician to show the existing fender damage.
 
Safelite is more than willing to accept responsibility for any legitimate warranty issues. In this case, we have already addressed your original complaint about the damaged tint. Once the tint work has been completed, we will make payment to the vendor. The other claims were determined to be pre-existing damages and not caused by Safelite.
 
I do apologize for the inconvenience you have experienced. We value your business as a Safelite customer.

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the windshield installation on your Toyota Sienna done by [redacted]  I understand your frustration on this matter.  I do see that we were able to get the receipt and take care of your...

windshield warranty.  Again I am sorry for all the hassle relating to this but I’m very glad we were able to help you out. If you should need anything else please let us know! Thank you and we greatly appreciate your business.

I reviewed the response made by the business in reference to complaint ID 11703856, and find the resolution is satisfactory to me. Regards, [redacted]

Dear Mr. [redacted],
 
I’m very sorry about the issues regarding scheduling the windshield replacement for your 2015 Acura RDX. In reviewing the file, it appears that your insurance company originally approved a windshield repair not a full replacement. There is also an indication that your...

vehicle needed body work done prior to the windshield replacement. In addition, you requested OEM or dealer glass which requires approval from your insurance provider. There was an appointment scheduled for June 22nd but that was deleted because the OEM request needed to be requested from your insurance provider by you prior to ordering the dealer glass. You should have been contacted prior to June 22nd and I truly apologize that didn’t happen. There is no good reason or explanation for the lack of communication.
 
I do show that we were able to schedule installation of aftermarket glass for June 30, 2016. I hope that everything went well with the installation and you are satisfied with the work. You do have a National Lifetime warranty for as long as you own or lease the vehicle. The warranty covers defects in the materials and our workmanship. It would not cover damage caused by something hitting the windshield.
 
Again, I apologize for the inconvenience you experienced. Safelite does appreciate your business. If you have any additional questions or concerns, please feel free to contact us at 1[redacted]

Dear Mr. [redacted],I'm very sorry that we weren't able to replace the windshields in your vehicles for you. If a technician sees rust around the installation area, he generally won't proceed with any work unless the shop manager states to move forward. If some rust is seen before the technician...

removes the windshield, there is likely more rust underneath. If there is significant or perforating rust in the installation area of a vehicle, a safe installation can't be performed until the rust is removed professionally. If that rust isn't located until after the windshield is removed, the technician will not be able to reinstall the old windshield nor would he be able to install the new windshield. The vehicle would be left without a windshield at all and would need to be towed to a body shop.If you would like a second opinion about the rust, please feel free to bring the vehicles into our Safelite location in Valley View, Ohio during business hours for a manager to inspect it. If you have any additional questions or concerns, please feel free to contact that location directly or our Executive Service team at ###-###-####.

Dear Mr. [redacted],
I’m very sorry that we aren’t able to perform the windshield replacement on your 1987 Jaguar XJ6. While we strive to be the natural choice for auto glass replacement and repair, in a few cases we need to acknowledge that a customer and their vehicle would be better serviced...

elsewhere.
Because of the unique and classic nature of your Jaguar, Safelite believes that it would be wise to have you take your vehicle to a provider that specializes in vehicles like yours. With a classic vehicle, parts can be difficult to locate or discontinued and completely unavailable. Using a provider that works with these issues on a regular basis would be in your best interest.
While we do millions of installations each year, very few are on unique vehicles such as yours. Our technicians receive the best training in the business but seldom are we asked to install a windshield on a 1987 Jaguar XJ6. I apologize for the inconvenience you have experienced. If we felt that we could provide a quality installation and obtain all the needed parts, we would be delighted to do the work for you. Unfortunately, in this situation we don’t feel that we are the best company to perform this particular installation.
Thank you for choosing Safelite Autoglass. If you have any further questions or concerns, please feel free to contact our Executive Service team at ###-###-####

We have proof that the date we called in and requested that Safelite come out and check the windshield for being faulty that there was NO point of impact. They did not make any attempt to get us in that day and did not come out for nearly 2 weeks. We have showed pictures and the technician that came also seen the faulty workmanship (rearview mirror and antennae) that had been done and made several comments to the fact that the original Safelite Technician that came out "did a real number on you" Safelite has not provided the date nor the time that this conversation with my husband, Mr. [redacted], occurred that they offered said discount. This did not happen. My husband called again a few weeks back and the manager at Safelite REFUSED to get on the phone and had the customer service rep reiterate to my husband that Safelite was NOT going to do anything about it. So if such a discount had been offered, why would this have occurred?

Dear Mr. [redacted],I’m very sorry for the issues you’ve had with the back glass and hardware on your 2003 Ford Explorer. As a Safelite representative advised you, this is a fairly common issue with vehicles like yours. I did some research and found there was a recall for back glass hardware: Recall...

Number  04V442000     Recall Date   09/13/2004       Component    STRUCTURE:BODY:HATCHBACK/LIFTGATE:HINGE AND ATTACHMENTSSummaryON CERTAIN SPORT UTILITY VEHICLES, THE LIFTGATE GLASS STRUT MAY BECOME DISENGAGED OR THE HINGE MAY FRACTURE ALLOWING THE GLASS TO FALL AND POSSIBLY BREAK. Our records indicate that on December 1, 2016; we were contacted by a representative from your insurance company. At that time a courtesy refund of $65.00 was requested and processed. On December 19, 2016; we were contacted by another representative of your insurance company to request an additional $35.00 courtesy refund to you. That was processed the same day. We have refunded you a total of $100 as a courtesy and that is what you agreed to accept. We will not honor your new request for an additional refund of $110.03. This is a regrettable situation but not one that Safelite caused. As a courtesy, we refunded you $100 toward the cost of the required hardware. If you have any further questions or concerns, please feel free to contact a representative of ###-###-####.

I’m very sorry that we weren’t able to replace the windshield on your 1994 Toyota Land Cruiser. The issue of rust in the installation area is a very important but infrequent occurrence. Our contact center representatives follow a script and listing all the reasons we may not be able to complete an...

installation is not part of that script. There are so many variables that the responsibility to explain any issues such as rust, falls to the technician that first inspects the vehicle. I hope to be able to clarify why we weren’t able to perform the windshield replacement for you. It is standard practice for our technicians to perform a pre-inspection for the benefit of both Safelite and the customer. Any existing damage is documented and pictures are taken prior to the technician beginning the work. Because our warranty covers both material defects and defects in our workmanship, if there is damage found after the installation that wasn’t on the pre-inspection Safelite would be responsible for fixing it. I have attached the only 3 pictures that the technician took of your vehicle. I have requested that these pictures be deleted from the technicians phone. The pictures only depict the areas of rust located in the installation area. If a technician sees visible rust in the windshield installation area, generally all work will stop at that time. Visible rust in the installation area is usually an indication of additional rust under the windshield and trim pieces. If the technician would remove the trim pieces and windshield and more rust was found, the old windshield could not be reinstalled nor would we be able to install a new windshield. The customer would be left with a vehicle having no windshield. The vehicle would not be able to be driven and would need to be towed to a body shop or collision center for professional rust removal and possible body work. A windshield can’t be installed over a rusted pinchweld, the part of the vehicle frame that the windshield sits in. The urethane that holds the windshield in place will not adhere properly to the rusted metal. Therefore the installation would not be safe. Safelite will not knowingly perform an installation that isn’t safe. The guidelines that Safelite uses to determine if the rust needs to be removed professionally are if there is rust that perforates the metal or if there is more than 24 square inches of rust in the installation area. If the rust is minor, we may be able to remove the rust and add primer to slow the progression in the future. Any procedure we perform would not completely eliminate the possibility of rust returning. If you would like to stop into your local Safelite location a manager would be able to view the vehicle and provide a second opinion as to whether a safe installation could be performed or not.

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

I'm very sorry that you continue to have water leaking into your 2002 Chevrolet Impala. I've been in contact with the shop manager and I see that there is a no-cost warranty appointment scheduled for you in our [redacted], TX location today at 10AM. We will be replacing your windshield again at our...

expense and we will be paying to have the front driver and passenger areas detailed due to the water leak. We are providing this as a courtesy as we have not been able to truly identify that the water is coming from the windshield area. If the leaking continues, this would be an indication that the windshield is not the source of the leak and you should take your vehicle to your local dealer to find the true cause of the water leak.Again, I apologize that you have been dealing with water leaking into your vehicle. If you have any further questions or concerns, please feel free to contact the [redacted], TX Safelite location or call the Executive Service team at ###-###-####.

Dear Ms. [redacted],
 
I’m very sorry that the attempt to repair the damaged windshield on your 2012 Nissan Altima wasn’t successful. Although we have a very high success rate with our repairs, there is no way to predict how the glass will react to the repair process.
 
A member of our...

Executive Service team spoke with the manager of the Mesquite, TX Safelite location on Monday April 27th. The shop was in the process of replacing your windshield for you and the manager was able to reduce the cost to $117.53. It is our understanding that you spoke with the manager at length and you are satisfied with this.
 
Again, I apologize that the repair process wasn’t successful. Safelite does appreciate your business. If you have any other questions or concerns, please feel free to contact us at 1-866-212-5457.

I’m very sorry about the problems associated with the windshield replacement we performed on your 1995 Buick Lesabre. In order to assist you, we will need some additional information. Could you please contact our Executive Service Team at 1-8[redacted] The team is available Monday-Friday 8AM to 8PM Eastern time and Saturday 9AM-1PM Eastern time.
 
Thank you for your patience and understanding. We will be happy to assist you.

Dear Mr. [redacted],
I’m so sorry about the damage to the cruise control system of your 2011 Audi A8L after we replaced the windshield. In reviewing your file, this issue has already been addressed and we are reimbursing you in the amount of $1557.14. The check request was submitted on July 7,...

2015. Please allow 7-10 business days to receive the check in the mail.
Again, I apologize for the damage and the delay in resolving your concerns. If you have any additional questions or concerns, please feel free to contact us at ###-###-####. Safelite appreciates your business.

I’m very sorry that there is additional damage to the windshield of your 2011 Mercury Milan. When our technician was out to repair a chip on the driver’s side of your windshield, he also located a chip that was hidden under the passenger side wiper blade that had completely...

cracked out. Unfortunately, the damage is too large for repair and your windshield will require replacement.
You were kind enough to send us several pictures of the windshield and I have included 3 of them to document the damage and to explain how and why this could not have been caused by our technician. The repair technicians don’t carry any tools that would be capable of causing an impact point in undamaged glass. The chip that the technician successfully repaired is a considerable distance from the other impact point and extended crack. The impact point was not visible until the passenger side wiper blade was lifted out of the way. In one of the pictures it is evident that the wiper blade was covering the impact point and a line showing where the wiper was resting. Our technicians are trained to look for hidden damage that the untrained eye may not see. What caused the damage to crack is anyone’s guess. It could have been caused by changes in temperature, stress on the windshield, going over a bump or any number of things. The fact is, the damage existed prior to the technician working on your vehicle and Safelite is not responsible for it nor did we cause it.
Again, it is very unfortunate that your windshield has additional damage that requires complete replacement. We do appreciate your business at Safelite and if you need assistance, including an estimate of the replacement cost of the glass, please feel free to contact us.

Again, [redacted]'s employee [redacted] was NOT present during the removal of the original glass thus not aware of the status or condition of the original window.If the original window was not faulty, WHY WAS IT REPLACED BY SAFELITE?

I sincerely apologize for your recent experience with Safelite Auto Glass in regards to the vent glass installation on your 1997 Toyota 4Runner. I understand your frustration on this issue. After doing some research into this I have found that Visor was an aftermarket visor that was taped on and our tech did not damage this. Unfortunately this not covered under our warranty. I do apologize for any inconvenience regarding this issue. I do see however that we suggested to make a warranty appointment for when it was warmer and we would try and fix since the adhesive wouldn’t stick in the colder weather. I don’t believe that has been done so if you would like us to do so please give us a call at 866-[redacted]7. Thank you very much and we greatly appreciate your business!