Ryan Blueprinting & Drafting Services

Initial Business Response /* (***, 5, 2015/11/17) */
I am responding to a complaint made by *** case *** The quote for the work done was given to Ms*** over the telephone and at no point was a written quote requestedThe verbal quote given was $*** tax inThe final bill
was $*** tax in; I have since refunded as agreed by both of us, $*** to ***I'm not sure where the $*** extra charge comes in
The truck is a ***, it had been hit on the side and the insurance company wrote it off, the value of the truck at the time of the accident was less than the cost to repair, so the insured took a payout from the insurance company and decided to have the cosmetic damage repaired and have the truck fit tested to be put back on the roadCosmetically the truck needed a fender replaced as well as a doorThese parts were purchased by the owner from a junk yard and supplied to us; we do not accept responsibility with customer provided partsWe sanded, made repairs to and painted the parts provided on the assumption that the parts provided were the correct ones, the hood was removed and we attempted to install the partsNote, on a *** truck you must remove the hood to install the fender
Upon installation of the door the technician, who has years' experience and is a Red Seal tech, realized the latch assembly was different but knew that that could be corrected with a different striker, other modifications had to be made to the door in order to make it work properlyHe spent hours properly fitting the door to make it work, also, he, on his own time, went to a junk yard on his way home to find the proper striker for the door, which the customer was never charged forThere was also prior damage on the radiator support and inner fenderThis appeared to be old damage given the amount of rust on the damaged metal; this caused a problem and was more time consuming when fitting the partsWe did not charge any extra for the time spent on properly fitting the panels
The appearance at first glance leads you to believe the doors are identicalNot until the reassembly, running the wires and installing the speakers and latch did anyone realize the doors were differentWe did not call the customer because at this point we had already started the repair to the door and the cost for them to buy a new one and pay for what had already been done would have been well over the $*** extra we charged and we were confident we could make it work, which we didWhen Ms*** called our technician **, who was working on the truck, explained that we ran into problems with the door and what we were doing to correct the issue
There were different mirrors that was requested be installed on the truckThose mirrors also did not fit; they appear to be ** mirrorsNo hardware was supplied to install so we used what we hadI explained that to replace the original mirrors with the newer ones, we would have had to drill new holes, weld shut the old holes and the driver's door would need to be painted, which was not part of the original verbal quoteWe assumed the mirrors were the correct fit ones that would go in the existing holes
As for the grille, the technician noticed it was broken when he was removing the hood, assuming it was from the impact of the hit or prior damage he welded it at no chargeThe mouldings were re-glued with new urethane glue and reinstalled; this is the same type of glue they were on with originallyWe do not have interior glue in the shop we use 2-way tape
I feel I was more than fair in writing off the $***We lost money on this job because of the extra time my technician spent on properly fitting a door that was not correctMy technician went above and beyond by going on his own time, to find parts to fit the door the customer had suppliedThe paint job was excellent as stated by Ms*** *** The extra time spent and the technician finding and supplying the correct striker was money lost because the customer did not supply the correct parts
The repairs we were instructed to make to the truck, installing a door and fender were cosmetic and in no way would have caused this vehicle to fail a fit test
*** *** *** *** *** I spoke with my technician and my estimator and tried to explain what we had done to the vehicle and then tried come up with a solution to satisfy this customerI asked Justin what he would like me to do; we agreed on a refund of $*** to put the cost down to the original quoted price, I wrote and sent the cheque the same day
My Collision shop is a preferred shop for many insurance companies, my technicians are red seals techs and have over years combined experienceMinimal damage caused this truck to be written off; this should indicate the condition this year old truck is inIn our opinion we did an excellent job with what we had to work withI tried my best to satisfy this customer by offering a refund which we both agreedThis complaint came as a complete surprise
I will not be refunding additional money
Thank you
*** County Collision
Initial Consumer Rebuttal /* (3000, 7, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the business's response, however, it is settled after this to usWe do not have the time to fight this further
***I will admit it was a fixer upper when we bought it, and it still has its problems but, we know what was wrong before we sent it for workIt was in CC's shop for 2-weeksI originally chose them on recommendation of a close family member of one of their techs and based on work I've seen them do in the past on other vehiclesI put my trust in their past work, that they knew what they were doingI had never heard anything bad, and thought that was great!*** The age of the truck should not matter what shape it is inIts is to my knowledge, that CC has done work on older cars and trucks in the past, alot older then my year old truckIts age should not reflect the work done to itEspecially since the only side with a rust hole is on the opposite side the work was done (note; I didn't ask them to fix it, its not an issue being discussed)I'm basing my opinion off of the extended cab panel, door, fender, the damaged mirror being put back on and the broken grill
Stated in the business's response, the accident was the reason my grill was broken, even though the person who hit me, did not hit the front first, it was the back side of the front wheel on the fender that was hit firstThe driver panicked, and kept goingIt happened in a parking lotThere was no way she could've hit the grill the way we were parked
*** if the quoter (who was shown the mirrors when the truck was dropped off) would've listened, we could've put that behind us thenThere are other *** 3/ton trucks (one with similar trim and one without), with those ** mirrors on them (***), so I know they will fit with some adjustmentsThe story given above, is the 4th story on those mirrors I've heard1st; They did not know they were there2nd; We only provided one (one was put together, the other was still in the box, in the backseat of the truck, where they needed to go to fix the cab)3rd; They wouldn't fit4th; No hardware was provided** hardware was in the box to put the mirrors together and install on doorsNo new holes would've needed to be drilled on the new door if the old damaged mirror wasn't put back onNew holes would be drilled on the driver door, however this was discussed during the quote; that door was never touchedThe damaged one works, however it looks terrible since its still pretty crooked
The trim was not put back on with the same glue it was originally on withThe trim was falling off the box when we bought the truck, it was not white, it was blackThe trim on the cab (same side the work was done on), was black as well because that fell off on our way home when we bought itSince I made my complaint, the trim along the fender has fully rolled back (luckily, its held on with bolts), and the piece on the door is starting to sag***
*** I know when something that had grease and dirt on it was touched/removed with a tool and when it hasn't beenOnly one side of the hood was removedNo big deal, the hood wasn't harmed anywaysHowever, the grill is the same storyOnly about half of the screws holding it down have fresh metal scrapes/chips on themWhich is how I believe it was broken***? *** (***), *** (***), *** countless friends and family had seen our truck before and after the accident, nobody can remember it having been broken beforehandAnother story they told us was, that the grill was broken under the chrome finishHowever, that chrome finish is more delicate then paper, it would show immediatelyIf they fixed it out of courtesy, why was that fixed and not the plastic crack (originally there when the truck was bought) on the front bumper, on the side the grill was broken, fixed? Why was something fixed, I didn't ask to have fixed?
The paint was obviously done in a rush, with over sprays on my front bumper (its crooked, so gladly I needed a new one anyway), on the rubbers of my extended cab window, and there's even finger prints around the trim on the doorThe paint would've still been tacky and not fully dryThe trim even had a little smudge from the paintProbably because it was adjusted before it was dry too*** The body fill on the back of the cab is also not fully smooth, however, you have to be really looking for it to see it***
Out of all of it, I'm the least worried about the door and the strikerI called in every couple days to check on how it was going and never once was I told until the last week it was thereThe technician and I had a conversation about it, and he did eventually explain to me what happenedHe claimed it came off of one of his own junk trucks though, not from a junk yard he stopped toNot a big deal where it came from, but the stories never really come together cleanly in this whole ordeal
Lastly the billThe extra $*** was what the quoter told us over the phone when the truck was doneIt was somewhere around $*** We paid $*** for the work done after he adjusted our bill*** I sent my husband downHe wanted to see the truck first but he was told that he had to pay for itHis grandparents were there as well and confirmed that he was told to pay for it first before seeing the truck*** (***)*** (***), *** My husband requested for at least $*** backShe said she couldn't do more then $*** back, which he acceptedWe were supposed to have our damaged parts returned as our parts guy wanted themWe never received them but were offered them with the chequeMy husband wasn't going to go back after the way he was treat though
We would've said something the day we called in, then just about the mirrors and grill, except the little things started coming apart a few days after we had the truck homeI didn't call back in because I knew I would be treated with the same disrespect as before
*** (***),*** (wrong or right) ***
S*** (***)We were gouged $*** for work we have to redo*** (***), ***
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