Response to complaint:I'm sorry about the misunderstanding [redacted] was having about the repair process and because of that I went up and beyond by picking up his vehicle and bringing it back to the shop to do a touch up on the right rear quarter panel. A few day later he stopped by the...
shop and said he wasn't satisfied with the paint touch up and he wanted the panel to be repainted; I tried to explain to him we could not just spray paint on the panel without first preparing the panel for paint and also because of the damage on the panel without fixing that damage the panel wouldn't look right. I told him we would be glad to make these repairs but he said he wasn't interested in paying for these repairs.It was disappointing to me that someone would call a person on our team a lair especially the person we have dealing with our customers. I apologized for the misunderstanding but was not okay that [redacted] continued to call our claims manager a lair. We have build our business on knowledge and trustworthiness and take that very serious. [redacted] was hoping to get the lease expensive repair possible and our claims manager wrote the original quote trying to do a repair to the door but once we tried to repair we realized the fact that the door was aluminum and where the damage was at we would not be able to do a repair that would hold up and that is why we got back with [redacted] to let him know we would need to replace the door instead of repair. Replacing the door is a more expensive repair but this way we can guarantee the repairs. As for what we are prepare to offer because of this misunderstanding. First again I personally apologize for the misunderstanding and would like to thank [redacted] for the opportunity to work on our communication. Second we are prepared to do the repairs on the right quarter panel and paint that panel at 10% off what it would normally be. The price for these repairs would be around $[redacted]
Response to complaint:I'm sorry about the misunderstanding [redacted] was having about the repair process and because of that I went up and beyond by picking up his vehicle and bringing it back to the shop to do a touch up on the right rear quarter panel. A few day later he stopped by the...
shop and said he wasn't satisfied with the paint touch up and he wanted the panel to be repainted; I tried to explain to him we could not just spray paint on the panel without first preparing the panel for paint and also because of the damage on the panel without fixing that damage the panel wouldn't look right. I told him we would be glad to make these repairs but he said he wasn't interested in paying for these repairs.It was disappointing to me that someone would call a person on our team a lair especially the person we have dealing with our customers. I apologized for the misunderstanding but was not okay that [redacted] continued to call our claims manager a lair. We have build our business on knowledge and trustworthiness and take that very serious. [redacted] was hoping to get the lease expensive repair possible and our claims manager wrote the original quote trying to do a repair to the door but once we tried to repair we realized the fact that the door was aluminum and where the damage was at we would not be able to do a repair that would hold up and that is why we got back with [redacted] to let him know we would need to replace the door instead of repair. Replacing the door is a more expensive repair but this way we can guarantee the repairs. As for what we are prepare to offer because of this misunderstanding. First again I personally apologize for the misunderstanding and would like to thank [redacted] for the opportunity to work on our communication. Second we are prepared to do the repairs on the right quarter panel and paint that panel at 10% off what it would normally be. The price for these repairs would be around $[redacted]