R. L. B. vs. Safelite Auto Glass ~ R. L. B. won the argument.
Posted to the rip-off report on July 27,2012
Friday at 3:52pm .. (April 20, 2012) I AM AN UNSATISFIED CUSTOMER OF THE SAFELITE AUTO GLASS COMPANY.
My complaint and WARNING!! -about this company is ONLY centered on this one location and not the entire company as I have had no other dealings with them. I will relate what happened with the location at 5649 Ruff Snow Drive North Richland Hills Texas 76180. Store phone number: 817-581-7387. Manager Vicki Lopez.
I own a 2000 Suburban. I went to Safelite to get the front passenger window replaced. The tech that was working on my truck acted as if he not sure about how to remove the trim and remnants of the broken window and then was called away twice during his attempt to replace the glass for customers that came back with problems with his previous installations (I have the license plate #s). When the tech returned he stated that he had to remove the windscreen (shaded plastic on the top and front side of the passenger door over the window) and said he would reinstall it when finished.
He pulled out a utility knife with a screw head near the tip and scratched the paint approximately 10 times, down to the metal. I called him on it immediately and he stated I didnt do that! Another man was involved with this as well, as if the first man could not damage my vehicle enough by himself. When I informed the Manager (Ms. Vicki Lopez) she asked if I was sure it wasnt done before I got to their place. When I explained that I had filmed the event with my camera phone she told me I was told to get an estimate. Ms. Lopez stated that they (Safelite) normally require two or three estimates but since there was no question that they had done the damage and there were witnesses and video of it she would only require one estimate. I paid the bill in full and reclaimed my Suburban and left.
A couple of days later I got the estimate from Service King close to my home. I sent her the estimate and she refused to pay for the repairs. Lopez stated that the cost was more than she would pay and that she had made arrangements at another facility of her choosing called Hollywood finishes on Davis Blvd. Lopez stated that they would do the work and that they would not do the work in the manner
that Service King would do thereby saving her a lot of money (this conversation was recorded). She said I would have to take my Suburban to this other place I have never heard of or not get the repairs done.
I contacted Safelite Corporate headquarters but they did not return my calls at first. I went on line to their site and made my case on their web site (which they did not post for anyone else to see) and I got a phone call from a survey taker of Safelite. After the story was told for the third time I was assured that someone would contact me shortly. Several days later I got a call from another survey taker who asked the same questions. I finally reached someone that said they could help resolve the problem. I was told to take it to the Hollywood location for the repairs and I replied that I would not take my Burb to a third rate repair center if they were not going to fix it right. Note: I do not know anything about Hollywood Finishes, their reputation, etc. but judging by the price and the affiliation seen on the surface I have strong doubts that the work they would be doing for Safelite would pass my inspection. They very well my do a better job for regular customers that are not sent by Safelite, I would hope so.
The bottom line was that they all refuse to pay for the damages the created. The damages were noted on the contract for services, pictures were taken. There were 5 witnesses to the conversation between Ms. Lopez and I, one of which was an undercover DEA agent. I was again told by Ms. Lopez that the legal estimate was too much. CONVERSATION BETWEEN SAFELITE AND ME VIA THEIR (Facebook) WEB SITE:
Safelite Auto Glass:
I'm very sorry to hear about your frustrating and unusual experience with us. We'll have a customer advocate research this issue right away. To help expedite the process, can you please either Facebook message me or email your contact information to OnlineHelp@safelite.com
? I apologize for the inconvenience. We'll do whatever we can to rectify the situation. Thank you - Jennifer
After spending several hours talking to a representative Ms. Farren Parr (Supervisor, PR. Manager) from Safelite on Saturday, the bottom line was that the rep said that she could not help with this problem and would have to send it to her boss when he gets back on Monday or Tuesday. (Personal note, not part of the conversation: Safelite is playing that age old game of putting people off in hopes that the customer will get frustrated and stop contacting them)
Safelite Auto Glass:
Mr. R.L.B., I spoke with Charlie (Whitfield) from our executive services team. He said they believe they have a solution and will be reaching out to you as soon as possible. I apologize for the inconvenience. - Jennifer
April 23, 2012 15:15 hours
Yes he did reach out. But he still has not responded to my reply. Therefore Safelite is still refusing to pay for the damages they caused to my vehicle. I would like everyone that reads this post to know that Safelite has had 7 opportunities to pay for the damages and refused each time. Good ol' Charlie Whitfield Jr. (Executive Services Department) said he would pay but wanted me to sign an agreement that I suppose states that I will not SAY anything else about how they treat their customers or the customer vehicles. He thinks that buy paying what he "OWES" that will also buy my silence on the matter. Sorry Charlie, NOT GOING TO HAPPEN.
They already owe for the damages and they will pay, they have no options in the matter. I think they are purposely dragging their feet just to aggravate or harass me for calling them on the lack of professionalism and work ethics. I suppose I will have to take Safelite to court to get them to do the right thing. I was not asking for more than the cost of the repairs, at a reputable repair place: Service King. They told me that they called another Service King and that it would be done in half the time but I called every Service King within a 100 mile radius and found none that would give an estimate without actually seeing the vehicle and now they will not tell me where this Service King is. Is this a LIE?
Are they Trying to CON me into getting another second rate job from them? Let them prove it to us. Post the address here for all to see. Safelite has now dropped to a third rate place of business in my opinion. HOW FAR DOWN CAN THEY GO? I caution everyone that uses Safelite; to go out and "WATCH" the work being done on your vehicle, take a camera and videotape the process, it will protect you from that same thing that happened to me. Tell them I sent you to watch them. For all of those interested: Check out the "Rip Off report" in the next few days for the full story and a copy of their emails and phone calls, word for word and my replies.
In the end; After I had my final chat with Mr. Whitfield, Safelite "Decided"
to pay what they owed per the legal estimate from Service King, including the rental car. Legally they had no choice in the matter. I could have taken my vehicle to the dealership and quadrupled the estimate but I did not. It is sad that a place as big as Safelite would build their business on tactics like this; hire personnel that do not know what they are doing, fail to train them properly and then try to cover up the problems created by these people and then refuse to pay for the damages until they are faced with someone that knows the laws and legal remedies to force them to do the right thing, something they should have done from the start on their own motivations. I would never recommend this business to anyone. By the way I paid my bill without protest at the time of service.