Safelite AutoGlass

I’m very glad that we have been able to reach an agreement regarding scratches on the hood of your 2008 Ford Escape.
Per our conversation with Mrs. [redacted] today, September 29, 2014; we have agreed to send you a check in the amount of $226.72 as a gesture of customer satisfaction. As discussed, a Release of Liability has been emailed to you along with the instructions on how to proceed. Once we receive the signed and witnessed release, we will request the check and have it mailed to you. Generally, it takes about 7-10 business for you to receive the check in the mail. It has been a pleasure to assist you and we do appreciate your business.

The dealership did say that the rain sensor that your company was faulty (not working properly) and has not been replaced since it has went to the dealership. It was replaced by your technician and his name was Bo and the NEW rain sensor did not fix the issue so he told me to go to the BMW dealership here which I did and they said that the rain sensor was not working properly. So the dealership said the NEW rain sensor that you installed was faulty and since then has not been replaced. I also know for a fact that the safelite shop in Amarillo did pay for and receive a new rain sensor June 30th because I have talked to the dealership about it several times. Yet even though they received it I was never contacted to get it put in and when I contacted the manager about it I was not treated well and could not get a word in the conversation because he would not stop talking saying he would not do anything. He was very unprofessional and rude. I took my car to your company expecting to get it back in the same condition I left it in and that was not the case. I do not understand how you can say that this is ok.
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Dear Mr. [redacted],I’m so sorry that you have an ongoing issue with the camera system on your 2016 [redacted]. I see that an aftermarket windshield was requested by your insurance company when you made the claim. That wasn’t a decision or error made by Safelite. Eventually it was determined that OEM...

glass was needed in order to restore functionality to all features of your vehicle.When you brought your vehicle back to Safelite in May, our request for authorization to install OEM glass on your vehicle was approved by [redacted]. We ordered the part from the dealer and it was installed on June 2, 2017. When your dealer attempted to recalibrate the camera, they weren’t able to do so.There have been multiple contacts from [redacted] representatives and yourself trying to determine why after multiple windshield replacements, the camera is unable to be recalibrated. The Safelite location has also been in contact with the service manager at the dealership. The most recent conversation I see was on June 12th. In that conversation we were advised that you were going to take the vehicle to a different dealership to have the camera recalibrated. We are waiting to hear from you about the results of that attempt.

Dear Ms. [redacted],
 
I’m very sorry that our attempt to repair the windshield of your 2014 Infiniti QZ60 was not satisfactory. While we do have a very high success rate with our repairs, there is no way to determine with any degree of certainty how the already damaged glass will react to...

the repair process. Therefore, we do provide a money back guarantee for our repairs. What that means is that any amount you paid out of pocket would be applied to the cost of a windshield replacement performed by Safelite.
 
Because of your extreme dissatisfaction, Safelite will refund the cost of the repair back to the credit card you provided at the time of service. This is a one time courtesy and the processing time will be about 3-5 business days. If you are interested in a quote for a windshield replacement, please feel free to contact us at 1-800-800-2727.
 
Again, I apologize that the windshield repair wasn’t satisfactory. Safelite does appreciate your business and we hope to assist you in the future.

The work was performed by safelite autoglass on my vehicle on August 16, 2016.  They had a no show at an appointment on August 13, 2016.  This is important because it forced me to be out of time at the time of the work.  The basis of their position is that they have pictures of...

damages to the dashboard before the work.  Then, they are saying that the technician called me to inform me of the damage prior to starting the work.  This is the story the shop is telling the operations manager and corporate.  However, this story is totally untrue. The technician never mentioned the dashboard or pictures until after I called to complain of damage on August 30, 2016.  And the damage went from a 3 to a ten.  I will send you several pictures of before and after.  You also have my communication with the shop manager below.Date: Mon, Sep 12, 2016 at 1:13 PMSubject: Fwd: After Pictures supporting documents complaint 16-01559To: [redacted]More support for damage afterward. Also their was no preauthorization like the company claims because I was out of town. They missed the original appointment.[redacted] ---------- Forwarded message ----------From: "[redacted]" <[redacted]>Date: Aug 30, 2016 3:15 PMSubject: After PicturesTo:[redacted]Cc: Mr. L[redacted]These pictures show the vehicle I picked up today. The drivers side of the dash did not have this big hole and broken pieces prior to the job. Please call me at 317-8568.[redacted] _____________________________________From: [redacted] [mailto:[redacted]] Sent: Monday, September 12, 2016 4:28 PMTo: [redacted]Subject: Fwd: Sent from Snipping Tool claim #[redacted]Paperwork with damages that they supposedly discussed with me.  Nothing was discussed other than payment.  Dashboard pictures were only brought up when I mentioned damages on August 30, 2016 when I picked the truck up from the shop where repair took place.  Not at safelite but where my car was being inspected.  [redacted]

Dear Mr. [redacted], I would like to apologize for the issues you have experienced relating to the windshield replacement on your 2013 Toyota Prius. In reviewing all the information, I found that nearly every issue has already been resolved to your satisfaction. Safelite previously paid...

AutoNation for the replacement of your dash pad and the removal of the glass shards that fell into your air conditioning duct work and evaporator box. Included in that paid invoice was the tint strip, a component that is no longer available from the manufacturer, and the cost of a rental vehicle for 2 days. I have included a copy of the final invoice that we have already paid. On October 25, 2016 a Safelite technician went out to take care of an issue regarding the moldings and installation of the windshield. He was able to complete the work without damaging the new windshield or the tint strip. The technician offered to vacuum the remaining glass from the vehicle but you had already made arrangements to have the dealership detail the interior to remove the remaining glass. Safelite will reimburse you for the interior detailing once we receive a paid receipt. Unfortunately, professional detailing is the only way to remove all of the glass from the vehicle. Our technicians remove as much glass as possible when performing an installation, but sometimes due to the nature of broken glass, it is not easy to collect every piece. I do apologize for any injuries that you or your passengers have received from the broken glass. You have requested that Safelite assume responsibility for any future glass removal and that we cover medical bills for any future injuries related to glass that remains inside the vehicle. We are more than willing to reimburse you for the cost of the detailing job and glass removal as indicated above. If you aren’t satisfied with the work of the dealership performing the detailing, that would be something you should address with the dealership. If any future issues arise relating to the installation, we would be happy to address them at the appropriate time.  Again, I apologize for the inconvenience and frustration you have experienced. Safelite does appreciate your business and will process the reimbursement as soon as we receive a paid receipt for the detailing.

I have recently contacted safelite about a collections agency that keeps calling and harassing me over the phone, the first response I received was from the an executive service department who told me the matter was being resolved. A couple of days later I got another phone call from the same collections depatment and once again called safelite and the person I spoke to from the client service department told me that I still owed money and the collections agency will keep calling until I pay the amount. The whole situation has had me on at least 20-30 phone calls back and forth and this matter is starting to take a toll on me.

Dear Mr. [redacted],
Thank you for your reply. A request to credit the full amount paid for the repair is being submitted today. You should see the funds in the account in about 5-7 business days. If you have any further questions, please feel free to contacct our Executive Service team at 1-866-212-5457.

Dear Mr. [redacted],
I’m very sorry that your rearview mirror fell down on your 2004 GMC Sierra and broke the windshield. In reviewing our notes, I show that you contacted a member of our Executive Service team on July 25, 2015 and an appointment to replace the windshield is scheduled for August 4,...

2015. You agreed that you would pay $125.00 for the replacement and a supervisor at Safelite agreed that we would be responsible for the balance. In addition to the damage caused by the rear view mirror there was an existing crack in the windshield which led to the settlement.
Safelite does appreciate your business. If you have any other questions or concerns, please feel free to call ###-###-####

Dear Mr. [redacted],
I'm sorry to hear about damage to the cowl of your 2013 Volkswagen Passat. In reviewing our files, we did find that the technician documented the damage on the preinspection at 2:48PM on September 18, 2015. In addition, a picture of the damage was taken and time-stamped at 2:47PM...

on September 18, 2015. Both the preinspection and the picture of the cowl are attached and were documented prior to the technicion removing the damaged windshield of your vehicle.
Because this damage existed prior to the technician beginning the work, Safelite is not responsible. If you have any questions, please contact our Executive Service Team at 1-866-212-5457.

I have reviewed the response made by Safelite in reference to complaint ID 1[redacted] and find that this resolution is satisfactory to me for now.  I have contacted the phone number that Safelite provided in the response and scheduled a free warranty inspection for next Tuesday, 1/20/15, where Safelite will inspect the damage to the windshield and determine at that time if there was/was not a point of impact from a road hazard, document the results, and replace the windshield under the lifetime warranty, if necessary.  My only concern is having a Safelite technician come to make this determination.  Because Safelite may/may not be held financially liable based on the results of the inspection, I do not believe that this is the most objective method for making this determination, but it is a step in the right direction for the company.  I will keep in touch with Revdex.com to notify this organization of the results.

Dear Ms. [redacted],
 
I’m very sorry to hear that you have new damage to the windshield that was recently replaced on your 2006 Subaru B9 Tribeca. We do provide a national lifetime warranty on the glass and the workmanship for as long as you own the vehicle. Unfortunately, new damage caused by...

something hitting the windshield is not covered under the warranty.
 
All the glass we install is made to meet or exceed the specifications set by the original manufacturer of the glass. We don’t sell or install used or inferior glass. It is unfortunate that your glass was hit so soon after the windshield replacement. There is no way to predict when an object may hit and damage a windshield. It is never convenient to have it happen and I understand your frustration about the need to file a claim and pay your deductible for another windshield replacement. However, this is not something that Safelite could have prevented nor is it something we are liable for.
 
Again, it’s regrettable that an object hit your new windshield and caused damage. We do appreciate your business and if we may be of additional assistance, please call our Executive Service team at 1-866-212-5457.

I’m sorry to hear that you are also having an issue with the heads-up display feature on your 2011 Buick Lacrosse.
Regarding the windshield installation, OEM glass was not requested when the claim was filed so we followed your insurance provider’s request to install an equivalent aftermarket part. If the issue is indeed related to the installation of an aftermarket windshield and the only way to correct the issue is to install OEM glass, your insurance provider would need to be contacted for approval of and payment for the OEM part.
As previously stated, we are asking only to be permitted to view the vehicle and verify the issues are related to our work. If you have another company work on the vehicle prior to us being able to inspect it, your warranty with Safelite will be void. If we are able to verify that the issues are related to our workmanship and you don’t want Safelite to correct the issues, we ask that you submit an estimate or estimates to us for approval prior to the work being completed.
Again, I apologize that you are being inconvenienced. Safelite would like to be able to work with you to resolve the issues. I hope that you will allow us to inspect the vehicle so that if there are warrantable issues we can move closer to a successful resolution.

I am filing a suit in small claims court. A half right is not a full right. I will be needing the name and address of the registered agent for the state of Washington.

I’m very sorry that rust has developed in area around or under the windshield of your 2002 Ford F350. Our records show that you are scheduled for a no-cost warranty appointment  on Thursday March 11, 2015, to allow Safelite to inspect the issue.
 
Once we have a chance to look at the vehicle, a determination will be made as to whether the rust was caused by the windshield installation that we performed in April of 2006. We will then advise you what the next step would be.
 
Again, I apologize for the rust issue and that inconvenience you experienced when we needed additional information to locate the original work.

I accept the Business offer at the price given in their response. However I promise you that the price given to me was told to be the 100% out the door price at 354 with all included. Now if the CSR failed to mention other applicable charges then that is on them because I asked what the out the door total would be and I was given 354. Is there a way for me to get a copy of all my phone conversations, or is it against your policy?

Dear Ms. [redacted],Thank you for including the pictures of damage on your vehicle. In one of the pictures, there appear to be a couple scratches that have been covered with touch-up paint. The picture of the door appears to match the pre-inspection picture our technician took. It's not clear what the third picture is but it appears to be in the area of rear fender.In reviewing the notes of conversations with members of our Executive Service team, it appears that the damage you believe our technician caused is on the passenger side wheel well and the passenger side rear door. Prior to beginning the work, our technician had you move the vehicle from the crowded parking lot at your workplace into an area away from other vehicles to prevent any additional damage from occurring. Could you please verify where the damage is that you believe we are responsible for? Also, could you please clarify how you believe the damage occurred when there were no other vehicles in close proximity to your vehicle while the technician was working? I want to assure you that Safelite stands behind our warranty and if we find evidence that clearly indicates we are responsible, we will pay for repairs.Thank you for your cooperation while we work to resolve this issue.

I’m so sorry for the multiple issues you have experienced after we replaced the windshield on your 2015 GMC Acadia. I understand how frustrating this must be for you. I do see that a warranty appointment took place today, July 13, 2016. I hope that all issues have been corrected to your...

satisfaction. If not, please contact us at ###-###-#### and we will do whatever is needed to rectify the issue.
 
Again, I apologize for the issues along with the inconvenience and frustration they caused. Safelite does appreciate your business and our goal is to make sure that you are completely satisfied.

Dear Mr. [redacted],
I’m sorry to hear your concerns about the price of the back glass replacement for your 2012 Ram Pickup. In checking our records, we were originally advised that the vehicle had a power slider but that was incorrect. The quote you mentioned was for the correct aftermarket manual...

slider for the vehicle. When James, your representative, brought the vehicle in to have the work performed we had both the aftermarket and the OEM back glass available. He was advised of the difference in price and he requested that we install the OEM part. James stated that he was responsible for the damage and he would be paying for the work. He preferred to have us install the OEM glass as it was what was originally in the vehicle and he felt that “his boss” would be upset if the aftermarket glass was installed.
We received authorization from James to install the more costly OEM glass, even though the aftermarket was also available for installation. There was no coercion or pressure by the Safelite personnel to install the OEM glass. Therefore, we are not willing to refund any portion of the amount paid for the back glass installation. If you have additional questions or concerns, please feel free to contact our Executive Service team at 1-866-212-5457.

I’m sorry that the repair attempt was not successful on the windshield of your 2013 Fiat 500C. As the technician explained prior to attempting the work not all repairs are successful. As you already know, Safelite didn’t charge you anything for the repair attempt. Our last indication was that you wanted to use a different provider for the replacement of the windshield.
 
Your request to install a new OEM windshield for the price of $60.00 is not a reasonable expectation. At this time, we feel it would be in everyone’s best interest to have you choose another glass shop to do the work for you. Safelite would not be able to contribute toward or reimburse you for any part of the windshield replacement cost.
 
I regret that we are not able to assist you any further. If you would like to discuss this with a member of our Executive Service team, please feel free to contact us at 1-[redacted]