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damageincracing -> RE: Windshield replacement nightmare (5/9/2008 7:21:52 PM)
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The fun and games continue (Safelites response to the BBB):
On or about March 10, 2008, Safelite installed a windshield on Mr. Kelly's 1988 Dodge Daytona. Due to the age (approximately 20 years old) and state of the vehicle the moldings were damaged during that installation. We have searched the entire country to find replacement moldings for the vehicle; however, none have been located. Additionally, we have been unable to identify a company that can custom fabricate new moldings for the vehicle as Mr. Kelly has suggested. Additionally, purchasing a new 1988 Dodge Daytona to replace his is not a reasonable request.
We have offered a cash settlement of $250 which complies with our nationwide warranty that is printed on the back of Mr. Kelly's work order. It states that "if we are unable to replace or repair the warranted product or correct the defective workmanship without charge at a mutually agreed upon time, we will refund the original purchase price of your warranted product"
Our local management team, corporate customer satisfaction team and members of our legal department have all been in contact with Mr. Kelly during this process. We have attempted to resolve this matter expeditiously and professionally despite Mr. Kelly's berating and caustic demeanor.
Unfortunately, this is a commercial dispute on the reasonableness of Mr. Kelly's demands. Safelite acknowledged that it damaged the moldings and has made reasonable attempts to resolve the matter with Mr. Kelly, to no avail.
And my responses:
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr. Kelly did not get a berating and caustic demeanor until the local managment team, corporate customer satisfaction team, and members of the legal department expected Mr. Kelly to be happy with $250 and a damaged car that is no longer worth what he paid for it. Safelite destroyed a very rare car, which they were told before the windshield was installed. If they could not be sure they could find or have the moldings made, why was Mr. James Van Horn allowed to tell me he would have it done? As stated previously, I had an offer of $8000 for this car WITH a broken windshield because it is so rare and was complete. Now with no windshield trim the car is worth less than $600. That's a differance of $7200. I'm supposed to be happy with $250 and a damaged car. I haven't heard a word from Safelite in a month. I will not resolve this issue for cash. And as for the warranty, I paid for a "Professional Windshield Installation" and got a damaged car. Safelite needs to come up with something a little better than that.
And in addition:
In addition, Safelite is a multi million dollar company. After being treated like my car that's "in excess of 20 years old" is nothing to them, I think I have the right to be more than a little upset. I don't think I have been anywhere near unreasonable in ANY of my requests. I have stated from the start I would rather have the trim than a replacement car. I also don't think it's unreasonable that if they damage a car to the point it can't be repaired, as in this case, then they should replace the car. And I also don't think it's unreasonable that they replace it with one of the same. I may be just the little guy here, and Safelite may be the "Big Bad Corporation", but this is MY car. I paid for it and have spent MY time and money to restore it. Now apparently my time, money and effort mean nothing.
I'm trying to figure out the second line of their response, specifically the part about the age and state of the vehicle. Do they mean the fact that it's 20 years old and that it was all original? I still want to know if they damaged an older or more rare car that was fully restored if they would still insult the owner with $250? I could just picture a fully restored or all original 71 Cuda and they bust some impossible to find part- "Oh, we can only offer you $250. What's that? The car is was worth $250,000? Oh well, here's $250. Sorry."
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