A & G Collision Center

Good morning ***,
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This letter/email is to touch base with you regarding the above mentioned complaint that was filed by the customer on 9/4/who has a Kia Optima. Customer picked up here vehicle on 08/22/from our collision center after the vehicle had arrived to our shop on 07/18/She had a preliminary estimate from an outside appraisal company that inspected the vehicle at copart where the vehicle was originally takenWhen the vehicle arrived here the insurance company had scheduled the tow and we did a complete tear down on the vehicle and wrote for a full estimateThe customer had concerns of totaling the vehicle but I advised that the repairs would not exceed the value of the vehicleShe expressed her concerns and I wrote the estimate accordingly. On 07/24/@3:p.mwe went over the estimate line by line which totaled to an amount of $which was greater than the estimate the appraisal company had written due to full tear down and she gave authorization for repairs. At that point I had given her an estimated completion date of 08/07/due to the amount of labor hours that were on her estimateAfter replacing proper airbag and seat belt components her air bag light was still on and we needed to take the vehicle for a diagnosis as to why it still was not turning offWe thought maybe it needed just a reset of the light which the dealership has the tools and computer systems to do soThe dealership could not turn off that light and had the vehicle until 08/20/Master techs and Kia representatives worked on the vehicle due being unable to figure out why is was not turning off. The customer was well aware of the situation and at that point it was out of our handsConstant calls to the dealership were made to put pressure on them from ourselves here at the shop. On 08/wereceived the vehicle back from the dealership and took it for a full detail (one of the concerns the customer expressed in the beginning was a detail and cleaning of vents due to coffee being spilt) and the customer picked up on 08/22/Upon pick up she expressed that she had given the tow company her original key and fob and a spare key and fob in a Ziploc bagAs previously mentioned the vehicle went to a tow yard and then was brought here after by the same companyWhen the vehicle arrived here we were only given set of keys. A few days later she called and stated that her spare tire and jack were missing from her vehicle and also that her visor and Bluetooth mic were damagedShe stated she mentioned that to the insurance company in the beginning of the claim but no notes were passed along to us and she did not mention it when we went over the original estimate. On 09/4/@11:18I received a phone call from customer advising of some more concerns on her vehicle: - Visor mirror and blue tooth mic damaged as part of accident - tire and jack missing - spare key and fob missing - Alignment (customer felt alignment was still offshe was given alignment sheets when she picked up) - fender bulging out/ alignment and fitment of parts I scheduled an appointment with her for Tuesday 09/09/@ a.mto come and go over concerns with a managerWe went for a test drive and the vehicle had a slight pull at highway speeds so we took the vehicle back to Firestone for re alignmentThe alignment shop advised that the vehicle did have fresh damage underneath the front bumper so it was possible that it did mess with the alignmentThe alignment shop re aligned and covered under warrantyWe had spoken to the insurance company and they authorized the replacement of the visor and the blue tooth micI called the dealership to order a spare tire and jack but when I spoke to the parts salesman at dealership he advised that the newer Kia's did not come equipped with a spare tire or jackIn this specific type of vehicle it is equipped with a Tire Mobility KitI checked her trunk and she did have that in her vehicleThe way her trunk is made there would not be enough room for the spare tire to fit with out the carpet rising and not being flushThe adjustment of the headlights was fixed and the gaps between the hood and the fenders was re alignedCustomer had a concern with rubbing compound that was left in the edging of her moldings when her vehicle was sent for detailWe did fix that as well. The spare key and fob was something that was not in our hands since we only received it with one set and we had been speaking to the insurance company directly onThe customer was given the supervisor's phone numbers at insurance company to speak to them regarding the key and fobAccording to copart they were unsure if they vehicle came with sets of keys. Early last week I had received a phone call from the insurance company asking for prices on the key and fobI gave them the prices and never heard from them again. On 09/22/@ 9:I spoke with the insurance company's reinspector and he authorized the replacement of the key and fobIt has been ordered and will arrive today, but since her vehicle is a touch start she does need to come into the dealership and have the fob programmed to her vehicle On 09/22/around a.mI did leave the customer a voicemail informing her of the insurance company accepting liability for the key and fob and reprogramming of those things. Besides the unresolved issue with the key and fob, the customer did seem happy at that point with the adjustments on the vehicle that were doneI will continue to call the customer so that new appointment can be made so that way we have a satisfied customerIf you have any questions please feel free to give us a call at 619-255-4644. Regards, *** ***Estimator