YOUR NOT IN GOOD HANDS!
My wife and I were at our Honda dealership on May 4th, 2019 having recall service done on her 2017 Honda Ridgeline. The service tech noticed we had a cracked windshield (which we already knew), it had happened earlier that week. I took the time while we were sitting waiting for the service to be completed to call Allstate and report the damage to the glass claims department. My wife wanted to ask for OEM windshield for her Honda Ridgeline, claims dept at Allstate said no problem should be covered since we have full coverage on the truck and the vehicle was only two years old. We had similar damage done about a year earlier and my wife was not happy with the Chinese replacement glass that Safelite had installed. We both noticed that the new glass did not have the normal light green tint that windshields normally have (very important for our location in Florida, very sunny). This is why we were insisting on Honda OEM glass. We set up the appointment for the following Saturday to have the windshield replaced. On the day before our Appointment Safelite called me and said they had not received approval from Allstate for the windshield replacement. So we had to wait till Monday to call our office to inquire what the holdup was. The Office staff at our Allstate office (Jorge Milanes) was very helpful and told me they would elevate our OEM windshield replacement insurance claim. Two days later I received a call from safelite informing me that the OEM glass was not in stock and they would have to special order it from Honda, at an additional cost to us, of $424.64. First time we had heard that we would be paying the difference for the OEM windshield! This was the second weekend an appointment for our windshield replacement was cancelled. I called Allstate and asked why OEM was not covered because Safelite did not have it in stock? The Allstate Office staff informed me that Safelite makes the call whether or not OEM windshield is covered by Allstate, Huh????? Safelite apparently is a windshield replacement contractor owned by Allstate, Wow, Really?!?!?. After numerous phone calls, to both companies, trying to get the answer to why the OEM windshield was not covered (which by the way neither company ever answered, just kept being referred to the OTHER company), my wife and I threw in the towel and decided to bite the bullet and pay the $424.64 (they literally wore me down with passing the buck around in circles between the two companies!) Ah finally, we made an appointment for the next Saturday to have the windshield replaced. Safelite tech Casey came to our home and started the process of replacing the windshield. As he was unwrapping the windshield he noticed an rather large abrasion mark on the driver's side of the windshield. He informed us that he could not install the damaged glass on our truck, don't blame him at all, things happen. He circled the damaged area on the windshield and placed it back on his truck. So we had to reschedule for the following Saturday (if your counting this is the fourth Saturday morning!, Lol). The next Saturday, another Safelite tech (forgot his name, so many of them!) showed up to replace our windshield. Hold on to your seats folks! He had been given the same damaged OEM windshield that was brought the previous week! Same black marker circle around the damaged area! This time he wrote, "Scrap, Do Not Use" in big bold letters on the windshield and placed back on his truck. We then rescheduled our windshield to be replaced on the following Saturday, this was getting repetitious! At this point I called Jorge Milanes himself, and left a voicemail. Never heard back from him, not a phone call, not even an email. I guess he's only available 24/7 for "Happy Customers", LOL! At this point, my Wife and I felt like we were in some "Outer Limits" episode. The following Saturday our windshield was finally replaced by Safelite tech Nelson. When I shared our story, he informed us that as he was unwrapping his windshields to be installed for that day he noticed that our windshield was damaged and had the words "scrap do not use" written on it in black marker. He asked for another windshield and showed the warehouse guys what they had missed. THANK YOU so much Nelson! Well, $424.64 and seven weeks later we finally have OEM glass installed on our Ridgeline! We laugh now every time we see an Allstate, "your in good hands commercial". We never had such a terrible experience from our previous insurance carriers. We may have to shop around again. read more
