Lawsuit Against Safelite Raises Questions about
April 9, 2013
by Jenna Reed, firstname.lastname@example.org
Auto glass professionals are questioning Safelite's stance that
its "Advantage" guarantee covers work by Safelite AutoGlass
and that Safelite Solutions, its claims management business, does
not warranty the work it subcontracts to other glass shops.
The company's position became apparent when the Safelite's senior
corporate counsel voiced
hope Monday that the company would be voluntarily dismissed
from a recent lawsuit in which a Montana woman reportedly lost both
her husband and young daughter in a rollover crash, in which the
windshield allegedly separated from the vehicle.
Attorney Brian DiMasi says Safelite AutoGlass did not perform the
windshield replacement. DiMasi says Safelite Solutions, the company's
claims management business, processed the glass claim on behalf
of another glass shop which completed the work. Due to this, he
says that Safelite should be voluntarily dismissed from the complaint.
When asked how "The Safelite Advantage" warranty comes
into play, Melina Metzger, the company's public relations manager,
says, "Safelite's warranty is for Safelite AutoGlass. Safelite
Solutions doesn't warranty other shops' work."
Kerry Soat, CEO of Fas-Break in Chandler, Ariz., responds, "This
case sounds like Safelite should pay close attention to the phone
scripts they give clients. Stating, 'We can't guarantee their work
if the shop is not one of our preferred providers' may come back
to haunt Safelite on cases like this one."
He goes on to question whether Safelite is legally responsible
for the replacement installation billed through the company. Soat
says this is a good question, "especially when they are leading
the clients' to 'assume' they will with the phone scripts and glass
Meanwhile, another auto glass business owner who preferred not
to be identified says he hopes more lawsuits will be filed to address
this guarantee gray area in the industry.
Paul Gross, president and CEO of HSG/CodeBlue, also responded to
the situation more from a safety perspective, adding "This
is obviously a really unfortunate and tragic event. It illustrates
how important safety is in our industry and more needs to be done
to prevent occurrences like this, which is why HSG requires all
of its ProGlass Alliance (PGA) members to be Auto Glass Safety Council
On the AGRR magazine forum more auto glass professionals
are sharing their feedback and asking questions.
For instance, one auto glass professional with the handle "Sglass"
asks, "How can they [Safelite] not be responsible for the warranty?
If there is an issue, SGC [Safelite Glass Claims] steps in and if
the customer doesn't want to or is talked out of going back to original
installer. SGC steps in and does the warranty repair. Then they
charge the original installer back all of the money they were paid.
They are right in the middle of it all."
Another auto glass professional with the handle "countryboy"
adds, "A customer called a friend of mine's glass shop that
connected to SGC and SGC told the customer they could not warranty
that glass shop's work because they were not in network. After a
few minutes of going back and forth, he ended up with the job anyway,
so what is up with that then if they don't warranty. What is meant
by [that] statement?"
To join in the discussion, click here
or email email@example.com.
This story is an original story by AGRR™ magazine/glassBYTEs.com™. Subscribe to AGRR™ Magazine.
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