Safelite AutoGlass

I’m very sorry to hear that the windshield replacement we did on your 1985 Nissan Pickup was not able to stop the water leak. I see that you have been in contact with us through social media as well as contacting the Revdex.com. As a result, we have offered to refund the amount you paid for the...

installation so that you can go to another provider of your choice. We are waiting to receive the signed Release of Liability that was emailed to you on December 28, 2015. Once we receive the signed document we will be able to refund the full amount of $290.78 that you paid.
Again, I apologize for the issue. If you have additional questions or concerns, please feel free to contact us at 1-866-212-5457.

I am rejecting this response because: once again as previously stated.....your technician failed to inform my daughter that if the windshield did crack beyond repair safelight will not be responsible.  I have already replaced the windshield and an now seeking reimbursement.  I have attached a copy of the invoice.   I am only asking for the reimbursement of the windshield and not for lost wages to get it replaced at this time

The price the charge. Changes daily per their own people .So I would have to pay more and when I set up the appointment they came to me. No I must pay in terms of gas and ti.e to remedy poor service

I’m so sorry that the repair on your vehicle has failed. Our chip repairs are done to preserve the structural integrity of the glass and not for cosmetic purposes. If the repair fails i.e. starts to crack out further or is  not visibly pleasing; Safelite offers a money back guarantee where we will credit the cost of the repair toward the replacement of a new windshield; However your deductible or out of pocket cost would apply.
Having said that I do see that you had already gotten a new windshield elsewhere and I’m glad you were able to get help.  We are going to send you your money back for the repair. I am sorry for all your frustrations, I truly am! If you should need anything in the future please let us know!

I still have not received the refund amount from safelite. Do I contact them directly or should I let the Revdex.com handle this?

Dear Ms. [redacted],
I am sorry that we weren’t able to perform a successful repair to the damaged windshield of your 1999 Honda Accord.
It appears that you were provided some inaccurate information by your friend that had previously worked for Safelite. As a company, Safelite doesn’t require technicians to have customers sign a “waiver” prior to performing windshield repairs. A few Safelite markets across the US have implemented such a document but it is not a Safelite Corporate document or policy. Also, the repair process does require a “machine” that applies some pressure and uses suction to remove debris and moisture from the damaged area prior to the injection of the resin. There is a short video at our website www.safelite.com that explains more about the process.
Safelite is not able to provide you with a free windshield replacement for reasons that have already been provided. I do apologize for the inconvenience and we would like to be able to provide a windshield replacement for you. If you would like to schedule the replacement at the price of $253.29, please give us a call at ###-###-####.

Dear Mr. [redacted], I’m very sorry to hear of the issues with the drip rail moldings on the roof of your 2015 Toyota Tacoma. I understand why you feel this is due to the windshield replacements we performed. However, I verified with the Safelite store manager that we don’t move or remove those...

moldings when replacing the windshield. The molding itself isn’t attached to the windshield nor does it actually touch the windshield. I also did some online research to see if other Toyota Tacoma owners have experienced the same problem and if it was found to be a result of a windshield installation. I did find a number of forums about the drip rail moldings coming loose or coming off completely. A common theme was that the moldings are attached with double-sided tape by the manufacturer. Over time going through car washes and exposure to the elements can cause the adhesive to deteriorate. The climate in Arizona would be especially hard on the adhesive. I didn’t find anything online that tied the molding issues to glass replacement. There were stories of the molding coming off in automatic car washes and while driving on the highway. You may want to check with your local Toyota dealer if you still have a warranty on your truck. The failure of the adhesive might be covered under your warranty.  I do understand how frustrating this must be. If this was something that was caused by our installation we would absolutely take care of it under our warranty. Since we don’t move or remove the moldings and this is  a documented problem on this vehicle, Safelite’s position is that we bear no liability for the issue. If you would like to discuss this further, feel free to contact your local Safelite location or contact our Executive Service team at ###-###-####.

We sincerely apologize that we were unable to install the correct glass for your broken side view mirror. Unfortunately, we were not informed at the time the work was scheduled that your vehicle had the heated mirror feature. Even with the vehicle’s VIN, we would not be able to determine that...

the mirror was heated until the damaged glass was removed. Because mirrors are not an item that we keep in stock, getting the correct part takes a few days.
At the time we discovered the issue, the Safelite manager spoke with you over the phone and was able to provide you with a few options. We could install the unheated mirror until we could order and receive the correct part. The second option was to leave the mirror with no glass and order the correct part to be installed after it arrived. Another option would be to take the vehicle to a local dealership to have the correct mirror installed. Your representative drove the vehicle away without the glass and didn’t let us know which option would be preferable. To date, we have not heard from you about ordering the correct part.
At Safelite AutoGlass, customers are our primary focus. I’m very sorry that the Customer Service experience you had was not to your satisfaction. If you have not already made other arrangements, we would be happy to order the correct part for you and install it once we receive it.
If we may be of further assistance, please feel free to contact us at 1-866[redacted]

Dear Mr. [redacted],I'm terribly sorry about all the frustration and inconvenience you experienced after scheduling a door glass replacement for your 2008 [redacted] A3. We strive to complete every job in a timely manner. Regrettably, there are occasions where circumstances cause delays. In speaking...

with the Safelite shop manager, I was advised that there was damage to the moisture panel as indicated in the picture you provided. We did order a replacement and you were to be contacted when it arrived. Safelite was not going to provide installation of the part but whatever provider you chose would be able to. If you have heard from the Safelite shop about the part, please feel free to contact the Executive Service team at ###-###-####.Again, I apologize for the negative experience.

Dear Ms. [redacted]?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /
 
I’m very sorry for the trouble and inconvenience you experienced with the windshield installation we performed on your brand new 2015 Ford Escape. The issues that occurred are not what we want...

for any of our valued customers. In reviewing your file, it appears that your insurance company is subrogating Safelite for the original installation and any damages associated with our work.
 
While Safelite doesn’t generally compensate for lost time or wages, please feel free to provide us with documentation of any tangible losses you experienced and we will consider them for possible reimbursement. All damages associated with the vehicle will be submitted by your insurance company and should be submitted to them. As a courtesy, we can review any documentation you provide us to determine if we are able to provide any additional compensation to you directly.
 
Again, I apologize for the experience and the frustration you have experienced. Please feel free to contact our Executive Service team at 1-[redacted] if you have any more questions.

I am rejecting this response because: The above picture is the result of your so-called repair, I will continue to pursue this matter and will post on every media outlet that I possibly can to earn others of the poor quality of work and customer relations that you truly stand for. Regardless of the waiver at the time the waiver was signed and the time the work was started she was left with no choice but to sign the waiver, all the while trying to watch a child and halting every thing for this poor excuse of a repair. Not to mention when the technician himself was complete with the job he himself stated he wasn't happy with the work. I will continue to warn others to not utilize your company, as I have already convinced four people to cancel future repair work with you. Being that I work with Soldier's who utilize USSA in which you work with it will become my personal mission to ensure they are protected from such a horrible experience.Regards, [redacted]

Dear Mr. [redacted],
I’m very sorry for the issues that occurred when we attempted to install a back glass on your 1992 Chevrolet Suburban. I have been in contact with the manager of the Safelite location in [redacted]. He advised me that he was able to go to your home on Monday December 21, 2015...

to correctly install the back glass. I understand that you are satisfied with the work that was done.
Again, I apologize for the delays in getting your back glass installed to your satisfaction. Safelite does appreciate your business and we wish you the best during this Holiday Season.

Dear Mr. [redacted],
I’m so sorry for all the issues related to the windshield installation on your 2012 Jeep Liberty at the Safelite location in Commack, NY. Our records show that you had a warranty appointment scheduled for Monday February 15, 2016 in our Bay Shore, NY location to replace the...

moldings as well as addressing scratches in the windshield we installed. A representative from our Executive Service team left a message for you to verify that everything has been resolved to your satisfaction.
I regret that you weren’t treated as a valued customer by all Safelite associates you dealt with. The details of your experience have been provided to upper management and will be addressed. We do appreciate you, your business, and your feedback.
Again, I apologize for the scratches on your moldings and the windshield. In a conversation with the Safelite location that performed the warranty work, we were advised that everything went well during your appointment on February 15th. If you have additional questions or concerns, please feel free to contact us at ###-###-####.

I’m terribly sorry to hear about the issues regarding the back glass replacement that was performed April 24, 2014 on your 2004 Chevrolet Trailblazer. In reviewing all the notes, I do see that the pre-inspection does indicate that the molding was damaged prior to the installation. A copy of the...

pre-inspection is attached.
 
On May 3, 2014, a member of our Executive Service team called you to clarify what the issues were and to address your concerns. We verified that the work was done for [redacted] Auto Parts as they damaged the glass and were responsible for paying Safelite for the work. It was explained that the glass installed was the only glass available for your vehicle. At that point you stated that you would find another company to replace the glass. Our representative offered to contact a manager about refunding [redacted]’s for the work but you stated that you would deal directly with [redacted]’s and the conversation ended.
 
At this point, we have not had any confirmation from the technician that performed the work or the manager at the Safelite location that there was any damage for which we accepted liability. In order to consider your claim for the damaged molding, which appears to be pre-existing damage, we will need to restart the warranty process that you chose to terminate on May 3, 2014.
 
Again, I apologize for the inconvenience. If you would like us to reopen the potential warranty claim, please contact us at ###-###-####. We will be happy to reach out to the Safelite location and investigate the claim.

I’m very sorry about the damages to your 2001 Chevrolet Silverado.
I understand that you requested that the technician not use tape to hold the
moldings in place. While it is our standard procedure to use the tape, your
request should have been honored.
We did receive an estimate for the...

repairs in the amount of $411.40
from [redacted] Chevrolet. We are more than willing and did offer to pay them to
do the work and provide a rental vehicle to you for the two days that will be
required.
 On August 18, 2014 one of our team members emailed you to advise
that we had been in contact with [redacted] Chevrolet to make payment
arrangements and we would provide a rental vehicle for you. Also, you were
advised that it is not Safelite’s policy to compensate for lost time or wages.
Your response to that email was that you would be filing a case against
Safelite in Small Claims court. When presented with that information, it is our
policy to defer any further discussion to our legal department.
Again, we would be happy to repair the damage that was caused and
to provide a rental vehicle to you while the repairs are being performed. We
would like to work with you rather than escalate this into a legal issue.
If you would like to proceed with the repairs at our expense,
please let us know and we will again work with [redacted] Chevrolet to pay for
the work. I want you to know that we greatly appreciate your business and
regret the inconvenience this has caused.

I’m very sorry about the water leak and damage to the fuse box that occurred after we installed the windshield on your 2011 Chevrolet Traverse. The fact that the water leak stopped after the second windshield installation is a clear indication that the original windshield installation...

was the cause.
A member of our Executive Service Team contacted you today and we have received a copy of the receipt for the damages. We are processing a check to you in the amount of $460.28 which you should receive in about 7-10 business days.
Again, I apologize for the inconvenience you experienced. We truly appreciate your business and thank you for your patience and understanding. If we may be of additional assistance, please let us know.

I wanted to let you know that I (finally) received the reimbursement check from SafeLite. it was dated 5/26 so clearly they did not request it in March, April or early in May as they promised. I guess they needed my $[redacted] more then I do.

Thank you for providing the additional information requested so that we may assist you with the damaged cowl on your 1991 Acura Integra. First and foremost, I’m very sorry that the damage occurred.
 
You graciously provided a list of salvage companies that might have the correct part available. Only one company listed a price for the part, $20.00. We have requested quotes from others but have yet to receive a response. Therefore, we would like to offer you $50.00 to compensate you for the purchase price and shipping cost for the cowl. If you would like to accept this, we will need you to sign a Release of Liability that maintains your warranty with Safelite but states that the $50.00 will release Safelite of any further liability regarding the cowl damage.
 
Again, I apologize for the issue and the inconvenience. Please contact our Executive Service team at 1[redacted] so that we may send you the release and provide your mailing address for the $50.00 check.

I am rejecting this response because:While I do thank Safelite for responding to my complaint, I must reject Safelite's solution to my complaint. The response did not address the fact that the windshield was cracked without an impact point prior to damage in another section of the windshield being damaged by external factors, which was not the basis for requesting a warranty repair. Saftelite has continued to not address that fact.Absent corrective action from Safelite on this matter, I will be referring this to my attorney to recover damages from the cost of replacing the defective windshield.
Regards,
[redacted]

Dear Mr. [redacted],
 
I want to apologize for the issues you had with the windshield replacements that Safelite performed on your 2006 Ford F250. I would like to reassure you that you do have a Nationwide Lifetime Warranty in the glass itself and our workmanship, as long as you own the...

truck. If you do have an unresolved problem with the installation of the windshield, please let us know as soon as possible so that it can be rectified.
 
While new rock chips aren’t covered by our warranty, having a chip in the windshield doesn’t necessarily void your entire warranty. If a water or air leak should develop over time, you are correct that having a chip in the windshield shouldn’t completely void your warranty. It would make it more likely that when we pull the windshield to rectify a water leak or air leak the glass would break. However, that is always a possibility when removing the glass. The new damage would in no way cause the leak so your warranty would remain in place.
 
The representatives that you spoke with may have been told at some point that any new damage voids our warranty. That isn’t completely correct. What would void your warranty is if a different glass provider performed any work on the windshield Safelite installed. I regret that you received incorrect information. Also, there is no justification for any Safelite associate to be rude and unhelpful when a customer has questions or concerns. We do have a team of representatives dedicated to handling warranty and customer satisfaction issues. If you need any assistance, feel free to contact the Executive Service team at ###-###-#### and any representative will be happy to help.