Rosner Motors Inc.

Dear [redacted],
" margin: 0px">I am sorry your experience with Rosner Collision was not as positive as it could have been. I am pleased to hear that you found my staff to be "professional and courteous" and that you "do not feel there is any unethical behavior involved" with our service. I completely agree that there may have been a lack of communication, and for that I sincerely apologize. We earnestly try to keep our customers educated and apprised of the repairs to their vehicles, and if we have failed in your case I will use it as a training opportunity in the future. I will say however communication is a two way street, and my findings indicate we did not have all the information at our disposal when billing for your repairs. Your complaint indicates that we knew all along that you were not going through an insurance carrier. The fact is that we received a direct electronic assignment from your carrier [redacted] on 12-22-13. [redacted] approved our original estimate and when you dropped off the vehicle for repairs on 1-13-we have no record of that information changing. According to [redacted] you only informed them on 1-15-that you were canceling the claim and settling with the other party based on the original estimate. I was also told by [redacted] that you were advised by them the possibility of supplemental damage and that canceling the claim my not be in your best interest. Supplemental hidden damage is common in this industry, and we would have been able to better explain the supplement and advise you had we known you changed your mind decided to pay out of pocket. I think we both agree that the hidden damage was valid, needed to be repaired, and would have had to be paid by you or your insurance carrier regardless. I appreciate the fact that you paid for the repairs in full, and found the repairs to be satisfactoryI respectfully apologize for any confusion or inconvenience
Sincerely,
[redacted]
General Manager
Rosner Collision Center

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
No response indicating an inclination to bolster their service by reporting increases to their estimates was made.  The manager responded with an email indicating that I had been advised by my insurance company that adjustments could be made, but I did not cancel the claim until AFTER I received a call that the service was done and the original quote for service was repeated to me as my final bill.  Again, if the company truly presumed that I was paying through my insurance company, then they should only have charged for my deductible.  I told the lady on the phone that I was paying for it all myself, and she still only charged the original estimated amount.  The increase to the estimate was more than 10% of the original estimate.  Which under Virginia law, cannot be passed without prior approval from the customer.  Not to mention that indeed, the increased damage was evident from pictures, but the bumper support did not appear to have any damage that would prevent proper functioning, or would cause ongoing safety concerns from a future impact.  That fee was the single largest expense associated with the maintenance.   
Regards,
[redacted]

Review: I contracted Rosner Collision to fix my car after it was rear-ended. The service staff were perfectly professional and courteous, but the estimate of work increased during the repair process, and the additional charges were not disclosed to me prior to completing the work. They stated that normally they don't involve the customer, they just bill the insurance company any additional amount above the estimate. Given that any amount over the $1000 deductible would be billed to the insurance company if the repair services came in above that amount, it doesn't make sense that when I called to pay for the service, they still only charged me for the original $1,500 and change estimate. Which I paid by phone in its entirety. I wasn't aware until I picked up the vehicle that they had increased the bill to over $1,700. They stated that they were under the impression that my repairs were being paid by my insurance company. But if that was the case, I would have only paid the deductible by phone ($1,000), not the entire balance that the service rep quoted. I told them from the beginning that I was working out payment arrangeents with the offending party to prevent insurance involvement. I do NOT feel there is any unethical behavior involved with the service provided given the evidence they can provide on the damage, but the lack of communication and involvement with the customer/owner of the vehicle, creates an opportunity. At a minimum, disclosure of work to be conducted by this company in improperly communicated to the customer.Desired Settlement: This dealer wouldn't let me schedule an appointment without involving my insurance company. They need to adjust their procedure to allow for maintenance to be scheduled without a claim being filed, and they need to keep the actual customer informed of all service/price adjustments.

Business

Response:

Dear [redacted],

I am sorry your experience with Rosner Collision was not as positive as it could have been. I am pleased to hear that you found my staff to be “professional and courteous” and that you “do not feel there is any unethical behavior involved” with our service. I completely agree that there may have been a lack of communication, and for that I sincerely apologize. We earnestly try to keep our customers educated and apprised of the repairs to their vehicles, and if we have failed in your case I will use it as a training opportunity in the future. I will say however communication is a two way street, and my findings indicate we did not have all the information at our disposal when billing for your repairs. Your complaint indicates that we knew all along that you were not going through an insurance carrier. The fact is that we received a direct electronic assignment from your carrier [redacted] on 12-22-13. [redacted] approved our original estimate and when you dropped off the vehicle for repairs on 1-13-14 we have no record of that information changing. According to [redacted] you only informed them on 1-15-14 that you were canceling the claim and settling with the other party based on the original estimate. I was also told by [redacted] that you were advised by them the possibility of supplemental damage and that canceling the claim my not be in your best interest. Supplemental hidden damage is common in this industry, and we would have been able to better explain the supplement and advise you had we known you changed your mind decided to pay out of pocket. I think we both agree that the hidden damage was valid, needed to be repaired, and would have had to be paid by you or your insurance carrier regardless. I appreciate the fact that you paid for the repairs in full, and found the repairs to be satisfactory. I respectfully apologize for any confusion or inconvenience.

Sincerely,

General Manager

Rosner Collision Center

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

No response indicating an inclination to bolster their service by reporting increases to their estimates was made. The manager responded with an email indicating that I had been advised by my insurance company that adjustments could be made, but I did not cancel the claim until AFTER I received a call that the service was done and the original quote for service was repeated to me as my final bill. Again, if the company truly presumed that I was paying through my insurance company, then they should only have charged for my deductible. I told the lady on the phone that I was paying for it all myself, and she still only charged the original estimated amount. The increase to the estimate was more than 10% of the original estimate. Which under Virginia law, cannot be passed without prior approval from the customer. Not to mention that indeed, the increased damage was evident from pictures, but the bumper support did not appear to have any damage that would prevent proper functioning, or would cause ongoing safety concerns from a future impact. That fee was the single largest expense associated with the maintenance.

Regards,