Safelite AutoGlass

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 really appreciate your prompt response to the matter.

Dear Ms. [redacted],I’m very sorry for the issues you had when we replaced the windshield of your 2015 [redacted] Murano. I see that there is a warranty appointment scheduled already to install the new interior pillar moldings that were damaged.As a courtesy, we will be mailing you a check for the $150 you...

requested to cover the balance of the rental charges that [redacted] didn’t pay. We will mail the check to the address listed on your complaint with the Revdex.com, unless you provide an alternate address. Please allow 7-10 business days to receive the check in the mail.Again, I apologize for the damage to the pillar moldings and the inconvenience you have experienced.

Dear Ms. [redacted],I’m very sorry to hear that you weren’t satisfied with the windshield wipers we installed on your 2013 Honda Odyssey. We do provide a 6 month money back guarantee on the wipers we sell and install. Our records show that we replaced the wipers for you on April 13, 2016. On...

October 28, 2016 you contacted us to let us know you weren’t satisfied with the wipers. At that time the 6 month time period had already passed and the guarantee was no longer in effect. The American Automobile Association recommends that wiper blades be replaced every 6 months. I see that you have been a loyal customer of Safelite and you are a valued member of USAA. As a one-time courtesy, I will be refunding you $25.00 for the cost of the wipers. I will send the check to the address shown on your Revdex.com complaint: [redacted]. Please allow 7-10 business days to receive the check in the mail.  Again, I apologize that you weren’t satisfied with the windshield wipers. Safelite does appreciate your business.

I’m very sorry that the repair we attempted on the windshield of your 2003 Lexus LS430. As our warranty states “If you are dissatisfied with the repair, we will credit the cost of the repair toward replacement”. “We guarantee that the repaired portion of the...

windshield will not crack further” or “we will credit the cost of the repair toward replacement”. 
I understand that because we were not able to provide you with a satisfactory response regarding the refund and your request for Original factory glass, you had the replacement windshield installed by another glass provider. Under these circumstances, we will absolutely refund the $84.99 you paid for the original repair.    
I attempted to reach you by phone but I was not successful. I did leave you a voicemail message that we will credit the $84.99 back to the credit card you used to pay for the repair. It generally takes about 3-5 business days for the credit to appear on your account.
Again, I apologize for the unsuccessful repair and any misunderstanding regarding your request for original factory glass. We do appreciate your business.

I would like to apologize for the inconvenience you had regarding the rearview mirror on your Nissan Altima. Upon 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 issue. Again we are sorry for the inconvenience.

Dear Dr. [redacted]
 
I’m very sorry that you had to pay to have the airbag system reset after the door glass installation on your 2009 BMW 528. I understand that this is an additional expense that you were not expecting. Unfortunately, Safelite was not aware that the reset would be required...

when we replaced the glass. As automobiles become more sophisticated there are some features and systems that only a dealer is able to reset or assist with. Safelite is not always aware that this situation exists when the glass replacement is scheduled.
Therefore we would not be responsible for the cost of the reset. In cases where an insurance claim is filed, those additional charges may be covered by the insurance provider as part of the claim for glass damage. When no claim is filed, the customer would be responsible for the additional charges.
 
Again, I’m sorry that you incurred this unexpected expense due to the glass damage on your vehicle. If you have any additional questions, please feel free to contact us at 1-[redacted] Safelite does appreciate your business.

What proof do you have something had hit my windshield?!?! You have none. On the side note, I did let you know about the defects in the windshield less then 24 hours of noticing them.The Windshield is part of the materials used to do the job. Any material used is covered in a Lifetime Warranty, PERIOD!.If you do not honer your Lifetime warranty, you give me no choice but to alert the local and national media about your shady business practices. I am going to tell them the company refuses to honer there customers Lifetime warranty and by doing so, charging more money to the customers (like me) who already have lifetime warranty to get there car glass fix or replace, AGAIN.   I will take you to small claims court.File an complaint to the police!

I’m very sorry for the damage that occurred when we replaced the windshield on your 2005 Nissan Altima and the long period of time that you have been waiting for the replacement parts.
 
Our local Safelite shop is working wit a Nissan dealer in your area to determine exactly what...

parts are need and locating those parts. Over time, manufacturers may discontinue parts and it can be difficult to find them. That is where we are at this point in time.
 
Please know that Safelite understands your frustration and we are doing everything we can to locate the correct parts. As soon as we are able to obtain all the parts needed, you will receive a call from the local Safelite shop to schedule a time to install them.
 
Again, I apologize for the inconvenience. We greatly appreciate your business and your understanding.

I’m very sorry that we weren’t able to install a new windshield for your 2000 Chevrolet Silverado. I have attached a copy of our warranty which outlines specific exclusions regarding rust in the installation area.
 
Our technicians will visually inspect the installation area for...

signs of rust prior to removing the damaged windshield. Sometimes the rust isn’t visible until after the glass is removed. This occurs in only a small percentage of installations but when it does, we are unable to proceed if the rust is beyond what the technician can remove and treat prior to installing the new windshield. In those cases, the customer is advised that unfortunately, we are not able to proceed with the installation until the rust issue is addressed.
 
Because the rust is pre-existing, Safelite isn’t responsible or able to provide for towing the vehicle or covering the vehicle until the rust issue can be resolved. I understand that this is a great inconvenience to the vehicle owner and we do whatever we can to prevent this from occurring. Again, I regret that we were not able to complete the windshield installation for you.

Dear Ms. [redacted],I’m very sorry to hear of all the issues that you and Mr. [redacted] have experienced since we replaced the windshield on his 2016 Toyota Tacoma pickup. In speaking with the Safelite location on Thursday May 4th, it appears that everything is already being resolved to Mr. [redacted]’s...

satisfaction. He was able to pick up his vehicle on Wednesday May 3rd. He intends to have the windshield replaced by another provider. He is signing a release of liability which will allow us to credit the entire amount paid for the work, $363.60.Once we receive the signed release the refund will be credited to the card used as payment at the time of service. Please allow 5-7 business days for your financial institution to acknowledge and reflect the credit into your account. If you have any additional questions or concerns, please feel free to contact us at ###-###-####.

I truly apologize for the inconveiences caused regarding your recent windshield installation on your 1983 Volkswagen Vanagon. In an attempt to rectify this issue, Safelite would be more than happy to reimburse you $160. On 9/2/14 a member from our Executive Service Team contacted you to make you...

this offer and you accepted.
The check process has been completed and you should receive the refund within the next 7-10 business days. If you have further questions or concerns, please contact our Executive Service Team at ###-###-####.

Dear Ms. [redacted],I understand your frustration about getting estimates to correct the issues. We want to make sure that you have the work done by a vendor of your choice. We want you to be comfortable with the company that fixes your vehicle. The Safelite shop did attempt to locate replacement moldings for your car but were unsuccessful. You may have better luck by taking the vehicle to a dealer or an upholstery shop near you that may be able to clean the moldings. Getting an estimate will likely be easier by allowing the company to see what they will need to do. We want to make sure that your vehicle is repaired to your satisfaction. We aren't trying to make things more difficult for you, we just want you to be happy with the results.Again, I'm sorry for the damages to your vehicle. We do appreciate your understanding.

We are calling [redacted] right now as we could not locate a case file for her.

Dear Mr. [redacted],I'm very sorry to hear that you have a new crack in the windshield of our 2015 GMC Sierra. You do have a nationwide lifetime warranty on the windshield that we replaced for you October 20, 2016. One of the few exclusion with our warranty is damage caused by an object striking the...

windshield. We did have a technician inspect the windshield on November 1, 2016. The technician reported that an object did strike the windshield and caused the damage. If you were not shown the impact point or if you just disagree with our technician's determination, please feel free to stop into our location at 4440 E. Elwood Phoenix, AZ 85040 during business hours to have a manager or senior technician provide a second opinion. If there is no impact point, we would replace the windshield at no cost to you under warranty. If there is an impact point, that is new damage and it wouldn't be covered under our warranty. We would be happy to work with you to provide the best possible price for a replacement windshield.Again, it is regrettable that you have a new crack in your windshield so soon after we replaced it. If you would like to schedule in inshop warranty appointment, please contact us at ###-###-####.

Dear Mr. [redacted],I apologize that the previous response prepared by our legal department didn't address all your concerns.Safelite will continue to advertise that we perform windshield repairs and glass replacement. Although you had a negative experience and we do regret that, the vast majority of our customers are happy with our work.  We are unable to give you a guarantee that we will pay for any future medical bills. If there are any future issues they will be addressed at that time. This is the first we were advised that you incurred out of pocket costs for a rental vehicle. In order to consider reimbursing you for the charges, we would need a copy of the rental contract or an invoice from Enterprise showing the rental dates. We will be happy to review that paperwork for potential reimbursement once we receive it.

Dear Mr. [redacted], I’m very sorry to hear about the issue you are having with the driver’s side door on your 2002 Ford Focus. I have been in contact with the manager of the Safelite location in Columbia, SC. While there is no dispute that the issue didn’t exist prior to your windshield...

installation, the issue isn’t consistent with anything our technician or equipment could have caused. The issue appears to be a misalignment of the front quarter panel/fender area on the driver’s side. The attached pictures show the misalignment on the driver side and the correctly aligned passenger side. The damage could have occurred by hitting a pothole, speedbump, or anything similar. It could not have been caused by the suction mount being attached to your driver side door. To help explain the pictures, the circled areas on the driver’s side indicate the misalignment and where the driver’s side quarter panel/fender appears to have been bent causing it to be too close to the edge of the door. That would cause the rubbing of the door against the quarter panel. The picture of the passenger side shows how the seam should be properly aligned to avoid contact between the door and the quarter panel. I understand how you might assume that this was caused by Safelite since it occurred so soon after the windshield replacement. The pictures and closer inspection of the affected area clearly indicate that this has nothing to do with our work. Please feel free to contact our Executive Service team at ###-###-#### with any additional questions.

This complaint is not closed they asked for a copy of the invoice which we sent in response[redacted]

Dear Mr. [redacted],
I’m very sorry to hear of all the issues, delays and inconvenience you have experienced regarding the windshield replacement on your 2014 Hyundai Santa Fe. This is certainly not what we want for our customers. It is also not typical of the service that Safelite is known for.
In...

reviewing our notes, I did find that you provided feedback about the difficulty in scheduling the first windshield replacement and getting the correct part installed. After several appointments with aftermarket replacement glass, it was determined that we needed to order the correct original manufacturers glass from a dealer. The rescheduling and waiting must have been terribly frustrating. I sincerely apologize for that experience.
Regarding your most recent experience, I do see that we were able to complete the installation on November 5, 2015. We were contacted on October 26, 2015 because your rear view mirror had fallen and it was our understanding that it just needed to be reattached. When you brought your vehicle into our Safelite location, we realized that there was a chunk of glass that was taken out of the windshield when the rear view mirror fell. When that occurs a full replacement is required. Because we needed to replace the windshield with original dealer glass, it needed to be ordered. The lead time for dealer glass is generally 3-5 business days. As soon as we received the parts, we contacted you to schedule the replacement.
We truly appreciate your business and your feedback. We can only improve when we find out how we have fallen short. If you have any additional questions or concerns, please feel free to contact our Executive Service team at ###-###-####.

Dear Mr. [redacted]
 
I’m very sorry for all the inconvenience and the damage to your 2004 Toyota Tundra due to the windshield installation. Our records indicate that you have been in contact with several members of our Executive Service team regarding the issues. We are processing a check to...

you in the amount of $350.00 for your deductible and inconvenience. That check will be sent to you by overnight delivery.
 
We also have noted that we are awaiting an estimate for the damage to the vehicle. Once we receive that and the work is completed, we will pay the vendor of your choice for the repairs.
 
Again, I apologize for your experience. We look forward to hearing from you with an estimate for the repair to our vehicle. Safelite does appreciate your business. If you have additional questions or concerns, please call 1-[redacted]. You may fax the repair estimate to 1-[redacted]

the reason you give for charging $260 more than the quote is bogus.  Seriously, I believe reasonable and customary rates are not way more than the service is worth!  Contractual agreements that health insurance companies provide are discounts for engaging in the contracts, not oh here pay double the price!  We did get the windshield replaced at half the cost you charged us in April.  That is unacceptable and outrageous! I am the insurance company and I will pay what is fair and reasonable, you are not such.  Really when I called for an explanation of the ridiculous charge your manager said something to the affect that the price of glass fluctuates.  You can't make that stuff up!  That is insulting as a consumer to be given such insane reasoning.  I did copy my insurance company and have not heard from them as of yet.  I can't wait for them to tell me that they contract to a company that charges double the real price!  I think maybe you are a big nationwide company and think you can do whatever you please with little or no logic with the bottom line being greed.  I will never speak of your company in a positive manner and will let everyone I know what a ruthless business you operate.