Safelite AutoGlass

I'm very sorry about the conflicting information you have received regarding the damage to your 2004 Honda Accord and the amount of time it has taken to bring this issue to a resolution. I will attempt to address all the issues you indicated in your most recent correspondenct through the Revdex.com.
To begin with, my name is Nancy S[redacted] and I have the responsibility of responding to issues submitted through the Revdex.com. I will address what we have done to resolve this unfortunate and frustrating situation for you. On January 18, 2016; we mailed a check (#[redacted]) to you in the amount of $100. This represents the refund of your insurance deductible as a courtesy. There are no conditions attached to the refund it is simple a gesture of customer satisfaction due to the ongoing issues. Also on January 18, 2016; we mailed a check (#[redacted]) to your insurance provider at their request. The amount of the check was $1391.15 and it represents the cost of the repairs required for your vehicle. Your insurance provider requested that we send the check to them and they will pay you for the repairs. If there are any additional costs associated with the repairs, I would expect that your insurance provider would handle them in this same way.
To be clear, these payments do not remove the National Lifetime warranty you have with Safelite for the auto glass materials and workmanship as long as you own the vehicle. As long as there is no new damage to the windshield and no other company does any work involving the windshield, your warranty stays intact.
I agree there have been a number of inconsistencies in the information you received from Safelite representatives. I will attempt to correct that information here:
Although we generally pay the vendor directly for damage repairs, we are able to send the payment directly to the vehicle owner. That amount would include the entire estimate, including the known labor charges. The only stipulation is that a Release of Liability be signed indicating that the vehicle owner agrees that the amount paid represents the full amount of the damages and no additional compensation for the damages will be requested. Unless the estimate includes another party replacing or removing the windshield, the Safelite warranty remains intact.
If we pay a vendor directly for repairs, it is generally done by credit card as soon as the work is completed and we receive the final invoice. If the vendor has a different preference of payment, we will work with them. Most vendors won't release a customer's vehicle until they receive payment in full so we make the payments in a timely fashion in order that the customer's vehicle can be returned to them.
There isn't a direct correlation between paying for damages to a customer's vehicle and the Safelite warranty. The Safelite warranty remains intact unless the full amount of the original installation is refunded to the customer and/or their insurance provider to allow for another company to re-do the installation that Safelite did. The other reasons for the Safelite warranty to no longer be in place would be if new damage occurred to the glass or if another glass provider touched the glass after Safelite's installation.
If Safelite provided a rental vehicle while repairs are being performed, we will cover the cost of the rental vehicle only. We don't pay for fuel or any optional insurance or other coverages or features that may be added. We maintain an account with Enterprise car rental and we are billed directly for the cost of the rental vehicle only.
I do also want to address your statement about speaking with different representatives when you contact our Executive Service team. It is quite true that you are likely to speak to a different representative when you call our toll free number. We work as a team and are not assigned specific issues to handle exclusively. The idea is that working as a team and maintaining detailed notes allows any representative to assist a customer with their issue. That assures that if a specific representative is not available for any reason, any other member of the team can assist. 
Again, I apologize for the delays and frustration that you have experienced. This is not typical of our service nor is it what we want for any of our valued customers. I hope that I have ben able to addressl all your concerns. If not, please feel free to contact our Executive Service team at 1-866-212-5457.

I’m very sorry for the inconvenience. We are asking for a copy of the estimate as we don’t have it saved in our files.
If you can please fax over the invoice for the amount of $1657.80 reflecting the damages and the cause, we will be more than happy to review it. You can fax this information over to 877-[redacted] and reference case number [redacted] 
Please note, this response is not an acceptance of liability, but rather an opportunity to investigate these matters further until we come to our final conclusion, 
If you have further questions or concerns, please feel free to let us know.

Dear Mr. [redacted],I apologize for any misunderstanding regarding the amount that our field management team agreed to reimburse you for down time while your truck was being repaired. There was never an agreement to reimburse you for 2 weeks of down time. Each time you contacted either the Executive Service team or a member of the field management team, you were advised that we would only reimburse you for 1 week of down time. We do have notes that you spoke with a member of our Executive Service team on August 17, 2016. In that call you stated you received an email from Derrick stating that we would not reimburse you for a 2nd week of downtime. You replied that you would contact an attorney. Your attorney suggested you contact Safelite again and see if you could discuss this with Derrick's manager.Your request has been thoroughly reviewed by the Store Manager, Operations Manager and Division Manager to whom Derrick reports. They are all in agreement that we will not compensate you for an additional week of down time because the repairs done by the shop of your choice took an additional week to complete. The repairs were to be completed on August 13, 2016 and we were advised that you picked up the truck on August 22, 2016. As a courtesy we paid for the repairs in the amount of $2182.94 as well as reimbursing you 1 week of down time in the amount of $2117.27. Safelite will not agree to any additional compensation. Our position will not change regarding any additional compensation.

To whom it may concern,
 
I’m terribly sorry that you are still dealing with the peeling cloth on the interior A-pillars on your 2009 Range Rover.
 
We are assigning an independent adjuster to view your vehicle and provide an unbiased evaluation of the issue. You should be contacted soon by the adjuster to arrange a time that the vehicle will be available. The adjuster will need access to both the interior and exterior of the vehicle.
 
Safelite does appreciate your business. We look forward to resolving this after the adjuster has had a chance to view your vehicle and provide a full report. Happy Holidays to you and your family. If you have any questions, please feel free to contact our Executive Service team at 1-[redacted]

Dear Mr. [redacted],
I'm very sorry for the misunderstanding regarding the quote for the replacement windshield on your 2015 Nissan Murano. The quote you received online was a cash quote assuming no insurance claim would be filed. The higher amount of $808.80 is the amount your insurance provider would...

agree to if a claim was filed. If you had comprehensive coverage on this vehicle, you would be responsible for your deductible and any remaining balance would be paid by your insurance provider.
On Monday February 15, 2016; a member of our Executive Service team left a voicemail message for you indicating that the cash price you would pay for the windshield replacement coincides with the online quotation you received. If you would like to schedule the replacement, please contact the Safelite scheduling department at ###-###-#### and reference this work order: [redacted].
Again, I apologize for the misunderstanding. We look forward to being able to provide a brand new windshield for you at the price you were originally quoted.

A Senior manager from Safelite called us in reference to complaint ID [redacted], and they have agreed and scheduled a warranty replacement of our windshield and find the resolution is satisfactory to me.  I sincerely appreciate that Safelite was able to make contact and understand our dilemma and resolve the issue. 
Regards,
[redacted]

I am rejecting this response because I will not permit a company who failed to make the repairs to my vehicle, try again to make the repairs and do more damage to the vehicle.  The company to which I brought the vehicle on Friday, October 24, 2014, was uanble to get to my vehicle to make the necessary repairs to the window as they wdere trying to accommodate me on a short notice.  Unfortunately, I need my vehicle to gte back and forth to work.  I picked it up Saturday morning.  I am trying to make arrangements for a rental vehicle so that I can bring my vehicle to the dealership where it was purchased the vehicle next week in order to determine the issues and what may need to be done to correct the issues with the driver door not opening from the latch inside, and the window not raising properly.  
 
In the meantime, since picking up the vehicle on Saturday and beginning to drive it, I have now discovered that the heads up display has a shadow in it.  I have been told by the service adviser at the dealership to which I am bringing my vehicle next week,. that it is most likely due to the fact that the windshield is an aftermarket and was not manufactured to the proper specifications.  I have advised USAA of the poor workmanship and the issues with the windshield. 
 
Again, Safelite was given an opportunity to perform the repairs as I was directed to that company by insurance carrier.  The technician failed miserably in performing the repairs, and now I have learned tha the windshield is not the correct windshield for my vehicle. Why on Earth would allow or permit the same company which could not do the job correct the first time, to create more damage to my vehicle by permitting them to try and fix the issues.  if they could not perform the work correctly the first time, what makes anyone think the repairs could be performed correctly the second time, or third time, or so on ans the try to fix the problems, as opposed to actually correcting the issues.  If you do not know how to repair glass in vehicle doors, and cannot provide quality workmanship, or quality replacements glass, you should get out of the business.

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

I’m very sorry about the damage that occurred as a result of our door glass installation on your 2011 Dodge Grand Caravan. Attached is a copy of an estimate provided by one of your preferred vendors for the damages that we caused. This estimate has been approved. I understand that there is...

another vendor you may want to do the work. The current estimate from that vendor includes items that we are not responsible for.
 
On November 20, 2014 and November 25, 2014 members of our Executive Service team left messages asking which vendor you preferred so that we could make sure we had an accurate estimate of the repairs on file. We will provide a rental vehicle while the repairs are being made to your vehicle.
 
We are not able to authorize the return of the cost of the door glass replacement. We are absolutely willing to pay for the repairs and the rental vehicle.
 
Again, I apologize for the inconvenience. Please contact us at 1[redacted] and advise which vendor you would prefer to use and we will set up payment arrangements with that vendor. Once the work is scheduled, we will arrange for a rental vehicle for you. Safelite appreciates your business and we will await your response

The rust issue in which I occurred on my truck was the size of a scratch and after calling another company to fix the issue I was told all they did was use a wire brush to get the area fixed. I find it hard to believe that a national company finds it acceptable to leave a customer without a vehicle that is legal to drive and expect the customer to figure out a way to get the car to a place to fix the problem. Maybe instead of telling customers sorry but its our policy to take your windshield out and leave them with a stranded vehicle, they should take a look at policy. Change your commercial to safelite doesn't care instead of safelite cares

I’m terribly sorry about the damage to the inside of your 2004 Chevrolet Silverado, specifically the cover over the instrument cluster. There is some indication of pre-existing damage noted on the pre-inspection performed by our technician. We also have pictures that the technician...

took.
In a conversation with a member of our Executive Service team on November 11, 201; you stated that you had pictures of the damage and we requested that you email them to us. Another member of the team reached out to you by phone and email on November 18, 2014 with another request for the pictures of the damage. Once we have those we will better be able to assess the issue and provide a resolution.
Again, I apologize for the issue and the inconvenience it has caused. Safelite does stand behind its work with a National Lifetime warranty on the materials and workmanship. We need your assistance to evaluate the situation and work toward a resolution. We do appreciate your business and look forward to receiving the pictures of the damage.

Dear Mr. [redacted],I’m very sorry to hear that you have scratches and gouges in the paint around the windshield installation area of your 2009 Toyota Sienna. A Safelite technician replaced the windshield for you on June 24, 2016. We were first advised of your concerns on February 27, 2017. Our...

technician did inspect your vehicle and took pictures of the alleged damage. In speaking with our Operations Manager today, I was made aware of his conversation with you about the issue and whether or not it could have been caused by our technician in June. Both he and our Quality Manager reviewed the pictures at length to assess whether we were responsible or not. You were contacted and the possibilities were discussed with the Operations Manager. After careful review, based on their combined years of experience; it was determined that the marks aren’t consistent with any of the tools our technicians use to remove the windshield and/or the trim pieces.Also, in your conversation you indicated that you are meticulous in the care and cleaning of this vehicle and any others you may own. While some of the affected areas are difficult to see, others are quite obvious. It seems highly unlikely that you would not have observed them at some time while attending to your vehicle. Some of the areas are scraped down to the bare metal. With the passage of 8 months time there would be some corrosion or rust in a few areas, but there was none observed by the technician nor visible in the pictures.As the Operations Manager advised you, there are times when our tools cause damage to a customer’s vehicle. When that happens, Safelite takes responsibility and pays for the repairs. If there was any possibility that the damage could have been caused by the work we did in June, we would have stepped up and accepted liability. Because it is inconsistent with any damage that our tools might have caused, we must decline your request to pay for the repairs or refund what you paid for the installation.Safelite has no reason to doubt your honesty. We understand that you believe Safelite is responsible for the damage. The facts as we know them don’t support your position. If you would like to discuss this further, please feel free to contact us at ###-###-####.

Dear Ms. [redacted]
 
I’m very sorry to hear about your experience. I have been unable to locate a record by your name, phone number or email address. So that we may better assist you, please provide your full name as listed on the order, the year make and model of the vehicle, the work...

order number if available, and the telephone number listed on the order.  If you are in need of immediate assistance please call [redacted]

I reviewed the response made by the business in reference to complaint ID [redacted], Safelite did offer to pay half of our deductible when our windshield was replaced but this also came with hassle and confusion on the company's part. Apparently, only a few in the company can see certain notes in our account and when the call was made to coordinate payment the customer service rep. had no reference to partial payment and initially denied payment. After three hours and multiple calls from myself and my insurance company and being transferred to three different reps Safelite finally came through with their offer. I appreciate their offer but feel they need better customer service.

Dear Ms. [redacted],I'm very sorry that you had a water leak after we replaced the windshield of your 2013 VW Jetta. I understand that initially the Safelite location felt that the water leak wasn't due to our work. You have since been working with a member of our Social Media team and she has assured...

you that we will pay for the repairs to your vehicle. Our representative has already received the estimate and contacted the dealership to advise them we will be paying for the repairs once they are completed.Again, I apologize for the issues. I'm glad that our representative was able to assist you in resolving this. As soon as the work is completed, we will pay the vendor for the work. Thank you for your understanding and Safelite appreciates your business.

Dear Mr. [redacted],
I’m very sorry that there was damage to your 2011 BMW 328 when we replaced the windshield. We have verified that [redacted] has received payment from Safelite Auto Glass for the work that was done. On April 14, 2016 a Safelite representative contacted Anthony at...

[redacted] and confirmed that check number [redacted] in the amount of $807.99 had been received a few days prior to the call, but it had not yet been cashed.
I do apologize for any breakdown in communication and the inconvenience or frustration it caused. In addition, we regret that it took so long to get the payment to the vendor that repaired the damage. We do appreciate your business at Safelite. If you have any additional questions or concerns, please feel free to contact us at 1-866-212-5457.

Dear Mr. [redacted],I’m so sorry to hear of the issues you have experienced due to the windshield replacement we performed on your 2013 GMC Sierra.We reviewed the calls that took place with a member of our Executive Service team to verify what information was provided. I apologize that you were given...

some incorrect information. You were advised that the technician that did the installation was a contractor and not a Safelite associate. That isn’t correct. All of our technicians are Safelite associates and they receive extensive training before becoming Safelite certified.Our representative also led you to believe that she could get the amount you paid for your installation refunded. While she had no authority to do so, we will honor that statement. We will credit the entire amount of $314.47 back to the credit card provided at the time of service. Please allow 5-7 business days for the credit to be reflected on your account.Again, I apologize for all the issues and the misinformation. Safelite does appreciate your business. If you have any further questions or concerns, please feel free to contact us at ###-###-####.

I believe that Mr. Cox heard the quote as $354.95 (as seen on the first email) but didn’t understand that was just parts and labor and the email explains the exact amount for disposal, mobile fee and taxes. The CSR tells the customer that there are additional charges but doesn’t have the exact amount when reading the script. All of this is moot because I was able to get the total price below the $354.95 for him JThanks,NancyNancyS[redacted] | Customer Recovery Agent[redacted] * [redacted]

I regret that you were not available when the independent adjuster inspected your 2013 Toyota Tacoma on November 5, 2014. While the adjuster was not able to access the interior of the vehicle, he was able to get a good view and pictures from the exterior of the vehicle. The complete inspection report and pictures are attached.
 
While the adjuster could not determine with 100% certainty that the damage was not caused by Safelite due to somewhat limited access, his expert opinions support our conclusion that we are not responsible. The stains on the dash don’t appear to be resin, in the opinion of the adjuster. Although the stains are located on the dash below where the technician performed the repair, all the work for a chip repair is done on the outside of the vehicle’s windshield. The resin used to fill the damaged area is never introduced into the interior of the vehicle. Also, a chip in the windshield doesn’t penetrate through all layers of the windshield and there is no possibility that the resin could drip or seep through the damaged area.
 
I’m very sorry that you are dealing with the damage to your vehicle. Based on the repair process followed by all Safelite technicians and the inspection by an independent adjuster, it would be virtually impossible for the repair resin to drip onto and damage a customer’s dash. We are not accepting liability for the damage. Please know that we do appreciate our valued customers. If we may be of further assistance, please feel free to contact us.

I dont feel that offer is fair.