Caliber Collision

Case number *** Revdex.com Complaint management, This letter is in response to a phone call and subsequent email that I received on January 25, Your notice states this is 2nd notice but this is the first contact that I have hadWe repaired MrA***’s Jetta between September and
October It was a minor repair done from a *** estimateThat estimate was written based on a visual inspection by the owner and the *** adjuster, as well as discussion with MrA***At the time we returned the vehicle to MrA***, I advised him that he had a tire that was so worn out that is was both unsafe and not legal to driveWe knew this because it handled poorly even driving it through our parking lotI suggested that he not drive the car off the lot and he initialed that language on his final paperworkMrA*** called us ** days later to complain about a shake or vibration in his front endWe asked him to come back and we would inspect the carWe also told him that since this complaint had nothing to do with the repairs we had completed and he had paid us for, we would have to re-involve his *** adjuster to see if the complaint can be associated with the claimHe has contacted ***Their response was that he should schedule a time to bring the car back the shop when the adjuster would be there to inspect the carMrA*** has never returned to have us re-inspect his complaintWe continue to extend the offer to work with him and *** to review the complaintAs it stands now, he has expressed no complaint for the work billed and performed and can’t go further until he resolves what is really wrong and whether *** or MrA*** is liable.I have attached the email conversation between Caliber and *** and should resolve this complaintIf you need further assistance feel free to contact me directly.Thank you,Chris S***
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* I have reached out to *** supervisors and estimator assigned to the claim and this was their response: Just spoke with the customerHe advised he had his tires replaced and an alignment done, and isn't having any further issuesThanks guysSent using *** mobile email device via *** -------- Original Message --------Subject: RE: CLAIM # ***-** CUSTOMER COMPLAINT From: "S***, Latonya" Date: Jan 25, 2018, 1:PM To: "S***, Christopher" He spoke with *** last month wanting to get into a rental. He was advised that he needed to get a diagnostic done on the vehicle. He advised us he was going on 1/for the diagnostic. We have not heard from him since. He was to contact us once it was in the shop so that *** could take a look at it*** have you heard from him? LaTonya S***
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*** From: S***, Christopher [mailto:***] Sent: Thursday, January 25, 1:PM To: S***, Latonya Cc: P***, Richard Subject: CLAIM # ***-** CUSTOMER COMPLAINT Good afternoon Latonya, I have received a formal complaint from MrA*** on a vibration he has in his car He had a unsafe tire on the right front that prevented a test drive before delivery. He did call in a few days later after the tire was replaced with issue of vibrationAt that time I asked him to reach out to *** and let them know what is a good date for him to drop off to determine related / non-related issueDo you have any documentation of his issueHe said he has gotten the run around from *** and usI have Carbon Copied MrP*** my new Regional ManagerChristopher AS***
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Unfortunately, we had a very poor experience with Caliber Collision We brought car in for repair from damage done by a Valet Service Received estimate, and left car with them to begin repairs, as we were heading out of town for a few days While out of town, we received a call from *** stating they needed some additional paperwork They also wanted to transport the car to Stuart Florida (???) I was not completely comfortable with moving the car farther away, but asked when car would be done *** said he would call back and let me know Returned from trip on Wednesday Never rec'd any call Called Caliber on Friday for update on car progress Absolutely nothing had been done We asked *** why he never called us to either ask again if they could move the car to Stuart or otherwise do SOMETHING with car; He had no answer except a very short sorry; it's been a busy week Talked to Manager, ***, regarding series of events His customer service skills not much better He stated he "would talk to *** about not calling us back." No true effort to try to address their error
Would recommend to all to find another provider If this is how they handle a problem when service has not even been delivered yet, imagine how they would handle it if there WAS a problem with your repair

Today these guys went Above and Beyond! Special thanks to Danny and Robert. Way to go Guys :-).","pos-1