ABC Body Shop

Thank You for the opportunity to respond to this complaintI have reviewed the information available to me, and interviewed the parties involvedI will relay the facts as I am aware of themOn Saturday Evening December 6th at approximately 8:PM, our driver received a call from Ms [redacted] She asked how much it would cost to have her vehicle brought to our shop for repairsOur driver conveyed our rates to the customerAfter Ms [redacted] told him that the vehicle was miles down a forest service road, he informed her that there would be an extra charge (by the hour) for service performed off roadAs our driver did not know the condition of the road, he was unable to estimate the amount of recovery, and time it would take to get the vehicle back to pavementShe agreed that she would pay the extra for the off road recovery and asked for us to proceed with the tow.The vehicle was located on a primitive road in bad weather, and the whole process took a little over hoursThe bill was brought in on the morning of next business day (Monday)An after hour tow, miles of towing and another miles off road recovery was reflected on the billThe charges were slightly under our standard published rates for mileage, ($per mile instead of $3.50) and our hourly rate for off road was written at $per hour instead of $Ms [redacted] called early Monday morning and wanted to know what it would cost to repair her truckShe was upset because we did not have an estimate prepared yetWe told her that we had to have a technician examine the damage, and we would try to find her a good deal on the parts to save her moneyShe reluctantly agreedBy Tuesday early afternoon, we were able to lift the car, assess the damage, find the best deal on parts, and put together a bid to repair the truckTo replace the left front knuckle, axle assembly, lower ball joint, repair the splash shield, and do an alignment, we offered to perform the job for $Adding the tow bill, the total was $The customer was called back, and a message was left on her phoneShe called back approximately an hour later, very upsetShe accused us of trying to rip her off, and that the repair costs were way too highShe also stated that she expected someone to come in and give her an estimate immediately instead of waiting until we were open on Monday, and that that was poor customer serviceAt that point she decided to have a friend perform the repairs and she would make arrangements to have the vehicle removed.I have reviewed the repair costs and the charges made by our company, and my findings are as follows:The tow bill was written and discounted with the utmost consideration of our customer, and well within the guidelines of our company policyIf you were to perform a comparative of the prevailing rates in our area, you would find the charges are more than reasonable.The estimate was worked up in a reasonable amount of time given that the vehicle had to be lifted, and examined, a damage assessment made, and an alternative parts search performed to try to perform the repairs as economically as possible.I see no evidence that the customer was treated in any less than a professional mannerEach staff member that was involved in this situation has acclaimed records not only with our company, but with the public.I do however not agree with the days storage that was charged to the customer for the days the vehicle remained here after Ms [redacted] decided not to have ABC perform the repairsAfter Ms [redacted] became verbally abusive, and combative with our staff, the charges, although justified, are in my view retaliatory in response to her conductFor this I am willing to refund the $Normally, we would waive the storage fees in exchange for the opportunity to serve a customer, although for whatever reason they are unable to have performedIn this case, the storage fees were not waivedFor this I can only apologize and make the above offer.I am willing to listen to any response or suggestions from a third party or from the customer to resolve this matterPlease let me know if you would like to examine any documentation regarding this complaint, or I can be of any other assistance to youPlease feel free to contact me on my personal cell phone regarding this mannerMy number is (***) ***-***.Best regards, [redacted] (owner ABC Body Shop)

To Whom it May Concern, Attached is a letter that I sent Mr*** to try to settle this matterIn the letter, I ask him for his input, and offer to have him call me if he has any questionsI have not heard from him yetPossibly our correspondance has crossedIn the letter sent to him, we
address all of his issues offering a reasonable resolution. We have made repeated attempts to correspond with Mr*** regarding his repairHe refuses to meet with us, or come and look at his vehicleHe is not being held hostage, nor is his vehicleHe has been free to pick it up at any timeHis vehicle remains at our facility by his own choiceWe have offered him a refund on all of the repairs listed on his repair order that he is not happy with except for the paint work which has been taken care of. He is not happy with the aftermarket grilleWe offered him a full refund for the part, the labor and sales taxHe is not happy with the repair on the fender......We offered him a full refund We painted his cowl panel for free.We painted the top of his fender for free.If he would come look at his vehicle, and go over it wih us, I am sure he would be happy with his paint concerns.It appears to me at this point, that he wants work performed on his vehicle that he is not willing to pay for, and is willing to threaten slander to get his wayWe will be more than happy to charge his battery for him if the need arisesIn case there are any problems opening it, I have cut and pasted it below......12/17/14Dear Mr***, I am writing you in regard to the concerns that you have brought to *** attention on the repairs performed on your ExplorerSince you do not want to meet with him personally to resolve this matter, ***’ has referred your repair to me for my review. I have looked over the repair order, read the email correspondence, and interviewed those on my staff that were involvedI apologize for any inconvenience that our company may have caused youWe are certainly not beyond reproach in this case. To restore the front end to “Like new” condition would cost upwards of $ In our correspondence while having the side of your vehicle fixed, we made it clear to you that the repair to the front, had we performed it at that time, would not include the damage to the bumper or a complete repair to the fender, and that it would not restore the front end to “like new.” But it would render the front end functional, make the hood close correctly, and make it possible to install an aftermarket grille which we would installBut it would make the front end presentable and be a vast improvement over what was thereYou said you were not able to afford it, and you would think about the repairs at a later time I have personal recollection of this, as I wrote the estimate myself. Nonetheless, at this point I can only examine the information and the documentation that I have available to me objectively, and draw conclusions based on what I have at this time. First of all, I don’t see any reason to believe that anyone on my staff had intentions to defraud you in any way, nor do anything less than perform a service to you at extremely reasonable price accommodating your budget with you being a satisfied customer as the end result. Reviewing some of the statements in your email, and comparing our conversation with the work described on your repair order, I cannot however, draw the same conclusion for youI am not making any judgment, nor drawing any conclusions, but I am sorry, I am not sure of your motives hereI have to take into account your most recent emailsThey are riddled with one sided testimony, half truths and statements that make me somewhat suspiciousUsually this is done to create a “paper trail” for possible future arbitrationThis only serves to erode any good faith that we may have left for you to want to resolve this matter fairly.As a side note, I am somewhat amused by your friend, the body shop manager,***I would be very careful not to depend on any of his self proclaimed expert arrogationsI can only wonder where he was trainedOne of the fundamental requirements is that a “manager” be able to read a simple estimateAnother fundamental is to know the proper method for acquiring the prevailing rates of a selected demographicThis would merely require a few phone calls to local shopsHad he done so, he would have saved both you and him some potential embarrassmentPerhaps his advice was otherwise motivated, as you are is Landlord, I believe? In this area, the prevailing flat rate is $per labor hourA $20.00 prevailing rate is laughable, and has not been the case since the 1970’sAlso, *** researched part prices are more than we charged you on our estimate anywayHis, (or maybe your) damage assessment does not take into account the structural repairs, Labor costs and other essential involved in the repair processIn short, his input into this situation is nothing more than antagonistic, and he certainly does not appear to be an industry expertI have been in the collision repair industry for over years, and I know an “expert” when encounter one I am compelled to mention that I am very disappointed in your hyperbolic attempts to undermine the character of my ManagerHe is very good at his job and has satisfied Thousands of customers on behalf of ABC Body Shop with very few problemsHe has the one of the highest CSI ratings in the state, and I am complemented regularly on his level of knowledge, care, and concern by our customersHe is not perfect, and there were mistakes made on his behalfNonetheless, bringing his integrity into question does nothing to resolve the issues, and only serves to put me and my staff in a defensive postureI would rather both parties stick to the facts, and try to come to a workable solution for this matter. I believe there are things we could have executed betterNot so much with the quality of the repair, but in the following areas:1) The amount of time it appears to have taken for ***’ to correspond with you on the remedial repairs according to the log notesI cannot account for the time, but only speculate that there were internal difficulties involved that are not your concern nor your fault.2) In descriptive documentation describing in detail the work that was verbally agreed upon between you and I, or you and him. These are training issues in which consequence becomes the best tutor, and I as the owner of the business am willing to make reasonable consideration for. I propose to you the following:1) You are not happy with the repair of the left fender. I have reviewed the estimate, and it reflects a charge of $to “repair” itClearly, there is no painting on the repair order that was performed or charged forAs per our conversation, the charge was to merely straighten the fender enough to accommodate the fitting of the grille, and to line it up to the hoodIt appears that we had accomplished the described objectiveBut since it is not clearly described on the final work order what was agreed upon, I am willing to refund the hours of repair time at $50.00 per hour ($75.00) as outlined on the original estimate, and charged for on the final bill. Although we are prepared to repair the crease in the fender provided you are willing to pay for it, we are not going to repair the dent and paint it for free.2) You are not happy with the grilleYou mentioned it is the wrong color and of poor quality. I disagree with ***’s offer to paint the insert on the grille as I do not believe that painting the grille will satisfy you. We have no way of knowing what that color would have been anyway, as the grille was completely missing, and there were many options for colors in that model that are not reflected in the option codes available to us, nor the VIN number There was no charge on our work order to paint the grille, and I have to agree with you, although it would be acceptable under the terms we had discussed, the quality is not “Like new” as you NOW claim is the standard you expect from this repairJust painting the insert will not make it factory quality…Ironically, we purchased the grille through the same aftermarket supplier that you suggested to us in your email. In order to give you “like new” quality, I suggest we replace the grille with a factory OEM grille if it is available and charge you the additional $difference. …..or we can take the grille out, refund you the $plus tax and labor we charged you on the repair order to install it, and you can find your own grille that is of acceptable quality to you You implied in your e-mail that you sent under “Professional Facts & "Comps" Contrary to Your Work vsCost Limitations Argument:” Paragraph 4, that you did not cap your spending for the amount estimated, so considering this new information, I would recommend a OEM replacementOtherwise, giving you your money back for the grille is the only other solution 3) You feel that we should repair the sticking hood latch. The vehicle needs a new release cableIt is stretchedWe lubricated and adjusted the old oneIt did improve the function somewhat, but the cable will continue to stretch due to age and premature wear perhaps from using it with hood damaged for a prolonged period of timeWhen it does, the problem may return. Nonetheless, we did not charge you for one, so we do not see an obligation to supply you with one at no chargeAgain, if you are willing to pay the extra money for the part as your email implies, we will install it for you at no extra charge as a customer service to you. 4) Your concerns with the paint quality. Upon my inspection, the paint work looked goodSince there was no charge, nor any description describing painting the fender on the repair order, I don’t believe it is an issue that we need to be involved with. In summary, I have covered all of the concerns that you have shared with ***’ in your emails, I believe we have done all that we have charged you for on our final bill, and as listed in this letter, I am offering you a FULL REFUND for all of the items in our repair bill that you are claiming that you are not happy with. Please consider my offer, or the other options I have listed, and let me know how you would like to proceedWe will be waiting for your responseFeel free to call me regarding this matterMy personal cell phone number is ###-###-####Sincerely,*** ***Owner ABC Body Shop

We did provide a service in good faith, and her car was recovered from an accident scene in rainy weather, on a dirt road. Our charges for the service are well below the prevailing rate for the area. She has no claims regarding the services rendered, no damage claims, nor complaints regarding the work performed. She just wants it for free. Much of her testimony regarding the claim are not factual.Regarding the [redacted] discount. First of all, she admitted herself to our CSR that at the time of the tow that she was not a [redacted] member. If she had been, she would have called the [redacted] hotline instead of us as instructed on her non-existant [redacted] card. We are not a [redacted] towing vendor in the area. We are a direct repair shop for [redacted] on collision repair only. If there are any obligations or entitlements regarding a discount, I am unaware of them and would have to see it in writing.I am not seeing where my origional response was acnowledged. If you did not recieve it, I can resend it. I will entertain any realistic solutions for this dispute, but as of now, I will offer to refund the storage charges only. I see no reason to become accessory to her attempt to defraud our company out of payment for services performed in good faith. It appears that this person will settle for no less than a full refund. This to me is evidence that she is expecting to use the Revdex.com as a medium to defraud our company out of payment for the service that we provided for her. Perhaps in retaliation for our staff taking a defensive posture in response to her foul language, combative accusations, and verbal abuse. This customer is clearly attempting to rip us off for our services by holding our good reputation as a hostage. We have had a top rating with the Revdex.com for many years, and have worked very hard to develop a good reputation in our community. This rating is valuable to us.Thank You for your consideration,[redacted]

Thank You for the opportunity to respond to this complaint. I have reviewed the information available to me, and interviewed the parties involved. I will relay the facts as I am aware of them. On Saturday Evening December 6th at approximately 8:55 PM, our driver received a call from...

Ms. [redacted]. She asked how much it would cost to have her vehicle brought to our shop for repairs. Our driver conveyed our rates to the customer. After Ms. [redacted] told him that the vehicle was 10 miles down a forest service road, he informed her that there would be an extra charge (by the hour) for service performed off road. As our driver did not know the condition of the road, he was unable to estimate the amount of recovery, and time it would take to get the vehicle back to pavement. She agreed that she would pay the extra for the off road recovery and asked for us to proceed with the tow.The vehicle was located on a primitive road in bad weather, and the whole process took a little over 3 hours. The bill was brought in on the morning of next business day (Monday). An after hour tow, 5 miles of towing and another 10 miles off road recovery was reflected on the bill. The charges were slightly under our standard published rates for mileage, ($3.00 per mile instead of $3.50) and our hourly rate for off road was written at $75.00 per hour instead of $90.00. Ms. [redacted] called early Monday morning and wanted to know what it would cost to repair her truck. She was upset because we did not have an estimate prepared yet. We told her that we had to have a technician examine the damage, and we would try to find her a good deal on the parts to save her money. She reluctantly agreed. By Tuesday early afternoon, we were able to lift the car, assess the damage, find the best deal on parts, and put together a bid to repair the truck. To replace the left front knuckle, axle assembly, lower ball joint, repair the splash shield, and do an alignment, we offered to perform the job for $661.70. Adding the tow bill, the total was $901.70. The customer was called back, and a message was left on her phone. She called back approximately an hour later, very upset. She accused us of trying to rip her off, and that the repair costs were way too high. She also stated that she expected someone to come in and give her an estimate immediately instead of waiting until we were open on Monday, and that that was poor customer service. At that point she decided to have a friend perform the repairs and she would make arrangements to have the vehicle removed.I have reviewed the repair costs and the charges made by our company, and my findings are as follows:The tow bill was written and discounted with the utmost consideration of our customer, and well within the guidelines of our company policy. If you were to perform a comparative of the prevailing rates in our area, you would find the charges are more than reasonable.The estimate was worked up in a reasonable amount of time given that the vehicle had to be lifted, and examined, a damage assessment made, and an alternative parts search performed to try to perform the repairs as economically as possible.I see no evidence that the customer was treated in any less than a professional manner. Each staff member that was involved in this situation has acclaimed records not only with our company, but with the public.I do however not agree with the 2 days storage that was charged to the customer for the days the vehicle remained here after Ms. [redacted] decided not to have ABC perform the repairs. After Ms. [redacted] became verbally abusive, and combative with our staff, the charges, although justified, are in my view retaliatory in response to her conduct. For this I am willing to refund the $30.00. Normally, we would waive the storage fees in exchange for the opportunity to serve a customer, although for whatever reason they are unable to have performed. In this case, the storage fees were not waived. For this I can only apologize and make the above offer.I am willing to listen to any response or suggestions from a third party or from the customer to resolve this matter. Please let me know if you would like to examine any documentation regarding this complaint, or I can be of any other assistance to you. Please feel free to contact me on my personal cell phone regarding this manner. My number is ([redacted]) [redacted]-[redacted].Best regards,[redacted] (owner ABC Body Shop)

I have reviewed the response 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.I AM PROVIDING ALL OF MY RESPONSES TO THIS LETTER IN CAPITAL LETTERS, IN ACCORDANCE TO WHERE EACH POINT IS MENTIONED.  To whom It May Concern:   Thank You for the opportunity to respond to this complaint. I have reviewed the information available to me, and interviewed the parties involved.I will relay the facts as I am aware of them. On Saturday Evening December 6th at approximately 8:55 PM, our driver received a call from Ms. [redacted]. She asked how much it would cost to have her vehicle brought to our shop for repairs. ABSOLUTELY FALSE.  I ASKED HOW MUCH A TOW WOULD COST FROM NEAR 10 MILES DOWN [redacted].  I WAS TOLD $75 AND $3 PER MILE FOR THE DISTANCE TO THE SHOP.  REPAIRS WERE NEVER MENTIONED AT THAT TIME.Our driver conveyed our rates to the customer. After Ms. [redacted] told him that the vehicle was 10 miles down a forest service road, he informed her that there would be an extra charge (by the hour) for service performed off road. TOTALLY AND COMPLETELY UNTRUE. THERE WAS NEVER TALK OF “OFF ROAD” OR ANY EXTRA CHARGES.  As our driver did not know the condition of the road, he was unable to estimate the amount of recovery, and time it would take to get the vehicle back to pavement.ALSO UNTRUE.  DRIVER TOLD ME THAT HE KNEW THE ROAD AND NEVER MENTIONED TIME.  She agreed that she would pay the extra for the off road recovery and asked for us to proceed with the tow.  COMPLETELY FALSE. I NEVER AGREED TO ANYTHING OTHER THAN A $75 TOW CHARGE AND $3 PER MILE BACK TO THE SHOP. The vehicle was located on a primitive road in bad weather, and the whole process took a little over 3 hours. THE WEATHER WAS CALM AND DRY.  I WAS TOLD IT TOOK 2 HOURS TOTAL, WHICH IS TOTALLY FALSE.  I MET THE TOW TRUCK NEAR THE START OF [redacted], AND ESCORTED HIM TO WHERE MY TRUCK WAS.  IT TOOK NO LONGER THAN 30 MINUTES TOTAL IN TIME FOR US TO REACH MY TRUCK.  ALSO, AT FIRST MENTION OF THIS TIME FRAME, I WAS TOLD 2 HOURS, THEN IT JUMPED TO 3 HOURS DURING MY CONVERSATION WITH [redacted].   The bill was brought in on the morning of next business day (Monday). An after hour tow, 5 miles of towing and another 10 miles off road recovery was reflected on the bill. The charges were slightly under our standard published rates for mileage, ($3.00 per mile instead of $3.50) and our hourly rate for off road was written at $75.00 per hour instead of $90.00. NONE OF THIS WAS EVER REVEALED OR DISCUSSED.  POSSIBLE REPAIRS WERE NOT EVEN MENTIONED UNTIL AFTER THE TOW WAS IN PROGRESS.  Ms. [redacted] called early Monday morning and wanted to know what it would cost to repair her truck. She was upset because we did not have an estimate prepared yet. We told her that we had to have a technicianexamine the damage, and we would try to find her a good deal on the parts to save her money. She reluctantly agreed. By Tuesday early afternoon, we were able to lift the car, assess the damage, find the best deal on parts, and put together a bid to repair the truck. To replace the left front knuckle, axle assembly, lower ball joint, repair the splash shield, and do an alignment, we offered to perform the job for $661.70. THAT IS ANOTHER LIE.  THE ONLY REPAIRS ESTIMATE GIVEN ME WAS $968.00, VIA TELEPHONE, BY A REPAIRMAN AT THE SHOP. THIS DID NOT INCLUDE THE TOW BILL.  ALSO, I WAS FORCED TO WAIT 3 DAYS TO HEAR AN ESTIMATE, COSTING ME RENTAL CAR FEES AND A WASTE OF MY TIME WHEN I COULD HAVE BEEN HAVING THE TRUCK REPAIRED INSTEAD OF WAITING.  Adding the tow bill, the total was $901.70. The customer was called back, and a message was left on her phone. She called back approximately an hour later, very upset. She accused us of trying to rip her off, and that the repair costs were way too high. She also stated that she expected someone to come in and give her an estimate immediately instead of waiting until we were open on Monday, and that that was poor customer service. At that point she decided to have a friend perform the repairs and she would make arrangements to have the vehicle removed.  LIE.  THE REPAIR COST I WAS GIVEN WAS NOT INCLUSIVE OF THE TOW BILL.  ALSO, I HAD THE REPAIRS DONE AT A LOCAL REPAIR SHOP IN COTTONWOOD, FOR LESS THAN $550 – BY AN HONEST SHOP WITH AN HONEST ESTIMATE.  I have reviewed the repair costs and the charges made by our company, and my findings are as follows:The tow bill was written and discounted with the utmost consideration of our customer, and well within the guidelines of our company policy. If you were to perform a comparative of the prevailing rates in our area, you would find the charges are more than reasonable.The estimate was worked up in a reasonable amount of time given that the vehicle had to be lifted, and examined, a damage assessment made, and an alternative parts search performed to try to perform the repairs as economically as possible. I see no evidence that the customer was treated in any less than a professional manner. Each staff member that was involved in this situation has acclaimed records not only with our company, but with the public. I AGREE THAT STAFF WAS COURTEOUS WITH ME, AND VISA VERSA.  HEARING AN ACCURATE ACCOUNT OF MY DISPLEASURE WITH THE “CHARGES” COULD NOT BE MISTAKEN AS ANYTHING OTHER THAN FAIR AND DECENT CUSTOMER CONCERN OVER UNREASONABLE COSTLY CHARGES.  I do however not agree with the 2 days storage that was charged to the customer for the days the vehicle remained here after Ms. [redacted] decided not to have ABC perform the repairs. After Ms. [redacted] becameverbally abusive, and combative with our staff, the charges, although justified, are in my view retaliatory in response to her conduct.  SIMPLY STATING THE FACTS, AS A TOTALLY DISSATISFIED CUSTOMER WOULD, IS HONEST, NOT ABUSIVE.  IT IS TRUE, [redacted] DID NOT LIKE THE WORD I USED TO DESCRIBE THE COSTS – “RIDICULOUS!”  HARDLY ABUSIVE, JUST THE TRUTH.  NO CONSUMER WANTS TO BE TAKEN ADVANTAGE OF.  WHEN A BUSINESS DOES NOT HONOR A WOULD-BE CUSTOMER’S HUMANE RIGHTS TO HONESTY AND FAIR ACTS, A WOULD-BE CUSTOMER IS NOT HAPPY. For this I am willing to refund the $30.00. This, BECAUSE IT WAS AGAIN ANOTHER UNSUBSTANTIATED CHARGE, ADDED AT THE SHOP’S WHIM, ALSO WITHOUT ANY LEGITIMACY OR JUSTIFICATION WHATSOEVER.  I WAS FORCED TO PAY THIS BOGUS CHARGEOR THEY THREATENED NOT TO RELEASE MY TRUCK TO ME.  Normally, we would waive the storage fees in exchange for the opportunity to serve a customer, although for whatever reason they are unable to have performed. In this case, the storage fees were not waived. For thisI can only apologize and make the above offer.YOU’RE OFFER IS A JOKE.  YOU HAD NO RIGHT TO CHARGE ANY STORAGE FEE WHATSOEVER, ESPECIALLY IN LIGHT OF YOUR NEVER MENTIONING ANY OF THESE EXHORBITANT ADDED FEES.  YOU WILL HAVE TO DO WAY, WAY BETTER THAN REFUNDING A MERE $30 OF UNSUBSTANTIATED FEES.  YOU REMAIN DISHONEST AND AN ABUSER OF THE COMMON PUBLIC’S RIGHT TO FAIR AND REASONABLE SERVICE REPAIR CHARGES.  I WILL BE LETTING ALL I KNOW OF YOUR PRACTICES, AND MY EXPERIENCE WITH YOUR DISHONORABLE COMPANY.  I am willing to listen to any response or suggestions from a third party or from the customer to resolve this matter. Please let me know if you would like to examine any documentation regarding this complaint, or I can be of any other assistance to you. Please feel free to contact me on my personal cell phone regarding this manner. My number is ([redacted]) [redacted]. Best regards,[redacted]

Thank You for the opportunity to respond to this complaint. I have reviewed the information available to me, and interviewed the parties involved. I will relay the facts as I am aware of them. On Saturday Evening December 6th at approximately 8:55 PM, our driver received a call from...

Ms. [redacted]. She asked how much it would cost to have her vehicle brought to our shop for repairs. Our driver conveyed our rates to the customer. After Ms. [redacted] told him that the vehicle was 10 miles down a forest service road, he informed her that there would be an extra charge (by the hour) for service performed off road. As our driver did not know the condition of the road, he was unable to estimate the amount of recovery, and time it would take to get the vehicle back to pavement. She agreed that she would pay the extra for the off road recovery and asked for us to proceed with the tow.The vehicle was located on a primitive road in bad weather, and the whole process took a little over 3 hours. The bill was brought in on the morning of next business day (Monday). An after hour tow, 5 miles of towing and another 10 miles off road recovery was reflected on the bill. The charges were slightly under our standard published rates for mileage, ($3.00 per mile instead of $3.50) and our hourly rate for off road was written at $75.00 per hour instead of $90.00. Ms. [redacted] called early Monday morning and wanted to know what it would cost to repair her truck. She was upset because we did not have an estimate prepared yet. We told her that we had to have a technician examine the damage, and we would try to find her a good deal on the parts to save her money. She reluctantly agreed. By Tuesday early afternoon, we were able to lift the car, assess the damage, find the best deal on parts, and put together a bid to repair the truck. To replace the left front knuckle, axle assembly, lower ball joint, repair the splash shield, and do an alignment, we offered to perform the job for $661.70. Adding the tow bill, the total was $901.70. The customer was called back, and a message was left on her phone. She called back approximately an hour later, very upset. She accused us of trying to rip her off, and that the repair costs were way too high. She also stated that she expected someone to come in and give her an estimate immediately instead of waiting until we were open on Monday, and that that was poor customer service. At that point she decided to have a friend perform the repairs and she would make arrangements to have the vehicle removed.I have reviewed the repair costs and the charges made by our company, and my findings are as follows:The tow bill was written and discounted with the utmost consideration of our customer, and well within the guidelines of our company policy. If you were to perform a comparative of the prevailing rates in our area, you would find the charges are more than reasonable.The estimate was worked up in a reasonable amount of time given that the vehicle had to be lifted, and examined, a damage assessment made, and an alternative parts search performed to try to perform the repairs as economically as possible.I see no evidence that the customer was treated in any less than a professional manner. Each staff member that was involved in this situation has acclaimed records not only with our company, but with the public.I do however not agree with the 2 days storage that was charged to the customer for the days the vehicle remained here after Ms. [redacted] decided not to have ABC perform the repairs. After Ms. [redacted] became verbally abusive, and combative with our staff, the charges, although justified, are in my view retaliatory in response to her conduct. For this I am willing to refund the $30.00. Normally, we would waive the storage fees in exchange for the opportunity to serve a customer, although for whatever reason they are unable to have performed. In this case, the storage fees were not waived. For this I can only apologize and make the above offer.I am willing to listen to any response or suggestions from a third party or from the customer to resolve this matter. Please let me know if you would like to examine any documentation regarding this complaint, or I can be of any other assistance to you. Please feel free to contact me on my personal cell phone regarding this manner. My number is ([redacted]) [redacted].Best regards,[redacted] (owner ABC Body Shop)

This is an Amazing group of Conscious professionals who love their work and it shows in their excellent service.

The actual job cost a little more than the original quote, And the difference was well worth it. My insurance company covered it all.

Every phone cal was a Blessing with the cheerful messages they had for me about progress on the car.

Their public bathroom is like the guest bathroom off your living room in your own house. The Best I have ever seen in a business.

I will definitely go back there whenever it is needed.

GOD Bless you, ABC Body Shop!!!!!

We did provide a service in good faith, and her car was recovered from an accident scene in rainy weather, on a dirt road. Our charges for the service are well below the prevailing rate for the area. She has no claims regarding the services rendered, no damage claims, nor complaints regarding the work performed. She just wants it for free. Much of her testimony regarding the claim are not factual.Regarding the [redacted] discount. First of all, she admitted herself to our CSR that at the time of the tow that she was not a [redacted] member. If she had been, she would have called the [redacted] hotline instead of us as instructed on her non-existant [redacted] card. We are not a [redacted] towing vendor in the area. We are a direct repair shop for [redacted] on collision repair only. If there are any obligations or entitlements regarding a discount, I am unaware of them and would have to see it in writing.I am not seeing where my origional response was acnowledged. If you did not recieve it, I can resend it. I will entertain any realistic solutions for this dispute, but as of now, I will offer to refund the storage charges only. I see no reason to become accessory to her attempt to defraud our company out of payment for services performed in good faith. It appears that this person will settle for no less than a full refund. This to me is evidence that she is expecting to use the Revdex.com as a medium to defraud our company out of payment for the service that we provided for her. Perhaps in retaliation for our staff taking a defensive posture in response to her foul language, combative accusations, and verbal abuse. This customer is clearly attempting to rip us off for our services by holding our good reputation as a hostage. We have had a top rating with the Revdex.com for many years, and have worked very hard to develop a good reputation in our community. This rating is valuable to us.Thank You for your consideration,[redacted]

To Whom it May Concern, Attached is a letter that I sent Mr. [redacted] to try to settle this matter. In the letter, I ask him for his input, and offer to have him call me if he has any questions. I have not heard from him yet. Possibly our correspondance has crossed. In the letter sent to...

him, we address all of his issues offering a reasonable resolution. We have made repeated attempts to correspond with Mr. [redacted] regarding his repair. He refuses to meet with us, or come and look at his vehicle. He is not being held hostage, nor is his vehicle. He has been free to pick it up at any time. His vehicle remains at our facility by his own choice. We have offered him a refund on all of the repairs listed on his repair order that he is not happy with except for the paint work which has been taken care of. He is not happy with the aftermarket grille....... We offered him a full refund for the part, the labor and sales taxHe is not happy with the repair on the fender......We offered him a full refund We painted his cowl panel for free.We painted the top of his fender for free.If he would come look at his vehicle, and go over it wih us, I am sure he would be happy with his paint concerns.It appears to me at this point, that he wants work performed on his vehicle that he is not willing to pay for, and is willing to threaten slander to get his way. We will be more than happy to charge his battery for him if the need arises. In case there are any problems opening it, I have cut and pasted it below......12/17/14Dear Mr. [redacted],  I am writing you in regard to the concerns that you have brought to [redacted] attention on the repairs performed on your Explorer. Since you do not want to meet with him personally to resolve this matter, [redacted]’ has referred your repair to me for my review. I have looked over the repair order, read the email correspondence, and interviewed those on my staff that were involved. I apologize for any inconvenience that our company may have caused you. We are certainly not beyond reproach in this case.  To restore the front end to “Like new” condition would cost upwards of $3000.00.  In our correspondence while having the side of your vehicle fixed, we made it clear to you that the repair to the front, had we performed it at that time, would not include the damage to the bumper or a complete repair to the fender, and that it would not restore the front end to “like new.” But it would render the front end functional, make the hood close correctly, and make it possible to install an aftermarket grille which we would install. But it would make the front end presentable and be a vast improvement over what was there. You said you were not able to afford it, and you would think about the repairs at a later time.  I have personal recollection of this, as I wrote the estimate myself. Nonetheless, at this point I can only examine the information and the documentation that I have available to me objectively, and draw conclusions based on what I have at this time.  First of all, I don’t see any reason to believe that anyone on my staff had intentions to defraud you in any way, nor do anything less than perform a service to you at extremely reasonable price accommodating your budget with you being a satisfied customer as the end result. Reviewing some of the statements in your email, and comparing our conversation with the work described on your repair order, I cannot however, draw the same conclusion for you. I am not making any judgment, nor drawing any conclusions, but I am sorry, I am not sure of your motives here. I have to take into account your most recent emails. They are riddled with one sided testimony, half truths and false statements that make me somewhat suspicious. Usually this is done to create a “paper trail” for possible future arbitration. This only serves to erode any good faith that we may have left for you to want to resolve this matter fairly.As a side note, I am somewhat amused by your friend, the body shop manager,[redacted]. I would be very careful not to depend on any of his self proclaimed expert arrogations. I can only wonder where he was trained. One of the fundamental requirements is that a “manager” be able to read a simple estimate. Another fundamental is to know the proper method for acquiring the prevailing rates of a selected demographic. This would merely require a few phone calls to local shops. Had he done so, he would have saved both you and him some potential embarrassment. Perhaps his advice was otherwise motivated, as you are is Landlord, I believe?  In this area, the prevailing flat rate is $55.00 per labor hour. A $20.00 prevailing rate is laughable, and has not been the case since the 1970’s. Also, [redacted] researched part prices are more than we charged you on our estimate anyway. His, (or maybe your) damage assessment does not take into account the structural repairs, Labor costs and other essential involved in the repair process. In short, his input into this situation is nothing more than antagonistic, and he certainly does not appear to be an industry expert. I have been in the collision repair industry for over 35 years, and I know an “expert” when encounter one.  I am compelled to mention that I am very disappointed in your hyperbolic attempts to undermine the character of my Manager. He is very good at his job and has satisfied Thousands of customers on behalf of ABC Body Shop with very few problems. He has the one of the highest CSI ratings in the state, and I am complemented regularly on his level of knowledge, care, and concern by our customers. He is not perfect, and there were mistakes made on his behalf. Nonetheless, bringing his integrity into question does nothing to resolve the issues, and only serves to put me and my staff in a defensive posture. I would rather both parties stick to the facts, and try to come to a workable solution for this matter. I believe there are things we could have executed better. Not so much with the quality of the repair, but in the following areas:1)  The amount of time it appears to have taken for [redacted]’ to correspond with you on the remedial repairs according to the log notes. I cannot account for the time, but only speculate that there were internal difficulties involved that are not your concern nor your fault.2) In descriptive documentation describing in detail the work that was verbally agreed upon between you and I, or you and him. These are training issues in which consequence becomes the best tutor, and I as the owner of the business am willing to make reasonable consideration for. I propose to you the following:1) You are not happy with the repair of the left fender. I have reviewed the estimate, and it reflects a charge of $75.00 to “repair” it. Clearly, there is no painting on the repair order that was performed or charged for. As per our conversation, the charge was to merely straighten the fender enough to accommodate the fitting of the grille, and to line it up to the hood. It appears that we had accomplished the described objective. But since it is not clearly described on the final work order what was agreed upon, I am willing to refund the 1.5 hours of repair time at $50.00 per hour ($75.00) as outlined on the original estimate, and charged for on the final bill. Although we are prepared to repair the crease in the fender provided you are willing to pay for it, we are not going to repair the dent and paint it for free.2) You are not happy with the grille. You mentioned it is the wrong color and of poor quality.  I disagree with [redacted]’s offer to paint the insert on the grille as I do not believe that painting the grille will satisfy you.  We have no way of knowing what that color would have been anyway, as the grille was completely missing, and there were many options for colors in that model that are not reflected in the option codes available to us, nor the VIN number.    There was no charge on our work order to paint the grille, and I have to agree with you, although it would be acceptable under the terms we had discussed, the quality is not “Like new” as you NOW claim is the standard you expect from this repair. Just painting the insert will not make it factory quality….. Ironically, we purchased the grille through the same aftermarket supplier that you suggested to us in your email. In order to give you “like new” quality, I suggest we replace the grille with a factory OEM grille if it is available and charge you the additional $200.00 difference. …..or we can take the grille out, refund you the $119.00 plus tax and labor we charged you on the repair order to install it, and you can find your own grille that is of acceptable quality to you.   You implied in your e-mail that you sent under “Professional Facts & "Comps" Contrary to Your Work vs. Cost Limitations Argument:” Paragraph 4, that you did not cap your spending for the amount estimated, so considering this new information, I would recommend a OEM replacement. Otherwise, giving you your money back for the grille is the only other solution.  3) You feel that we should repair the sticking hood latch. The vehicle needs a new release cable. It is stretched. We lubricated and adjusted the old one. It did improve the function somewhat, but the cable will continue to stretch due to age and premature wear perhaps from using it with hood damaged for a prolonged period of time. When it does, the problem may return. Nonetheless, we did not charge you for one, so we do not see an obligation to supply you with one at no charge. Again, if you are willing to pay the extra money for the part as your email implies, we will install it for you at no extra charge as a customer service to you. 4) Your concerns with the paint quality.  Upon my inspection, the paint work looked good. Since there was no charge, nor any description describing painting the fender on the repair order, I don’t believe it is an issue that we need to be involved with.  In summary, I have covered all of the concerns that you have shared with [redacted]’ in your emails, I believe we have done all that we have charged you for on our final bill, and as listed in this letter, I am offering you a FULL REFUND for all of the items in our repair bill that you are claiming that you are not happy with. Please consider my offer, or the other options I have listed, and let me know how you would like to proceed. We will be waiting for your response. Feel free to call me regarding this matter. My personal cell phone number is ###-###-####Sincerely,[redacted]Owner ABC Body Shop

If you're looking for a really good body shop in the Verde Valley area I would highly recommend ABC Body Shop in Cottonwood. They were all very friendly, extremely professional and did a really first rate job of restoring my truck to new condition after a fender bender. The estimate I received was exactly what I paid for the completed work, no hidden add ons and the work was completed in a timely fashion. My truck looked like new inside and out when I received it upon completion, not just the areas that needed repair. This is a business with real customer service and I will be a repeat customer if the need arises again.

I had an amazing experience with ABC Body Shop. They communicated with me the whole time throughout my car being fixed. They were courteous and really go above and beyond. The work on my car is perfect, it looks brand new! They also detailed my car, as a nice extra touch at no cost to me. I am very pleased with the experience. I recommend these guys!

Review: My truck broke down on a forest service road near my workplace. This road is called [redacted], and is traveled daily by all our employees, and several groups of guests, who stay on the property for seminars and retreats. The road itself is exactly 10.8 miles from beginning to end, reaching my place of employment. I called ABC Towing for service, as they were located nearby, and was told by them that the cost for a tow would be $75, plus $3.00 per mile. They were fully aware, as I told them, that my truck was on [redacted], which they said they were familiar with. I met them near the start of that road, and they followed us to my truck. Once there, they told me they would take my vehicle to their service station, which also did repairs. This happened on a Saturday evening. The next day I called the service station just to learn that they were closed for the day, but my truck was in their parking lot. I called them again on Monday to check the status of my vehicle, which I may have gotten repaired there had the cost been reasonable. I was told that they had not gotten to it yet for an estimate and that they would call me back later. The day passed without a word from them. I called the next day again, Tuesday, and was again told that they had not gotten to it yet. In the meantime, this company was fully aware that I had an added expense of having to rent a car to get to work, and needing my truck repaired as soon as possible. I did not hear back from them again until late afternoon on Tuesday, and was given a HUGE estimate, both for the towing and the repairs. Also, I had [redacted] during the time they towed my truck, and should have gotten a discount on the tow, but they did not give me one. For the towing bill, they charged me mileage to GET to my truck, as well as RETURNING to their service station [charging me mileage BOTH WAYS], which was completely different than was told to me at the time I agreed to have them do the tow. They also charged me $75 PER HOUR versus the $75 for the tow that they told me at the time I hired them. I was told that it took them over 2 hours to get my truck back to their service station - traveling this road takes less than 30 minutes for any car or truck [and that is at a speed of 20 mph the whole way]. In addition the repair bill that they quoted me was way overpriced. When I told them that I could not afford such a high repair bill and would need to remove my truck from their premises, the manager, [redacted], told me that in addition to the tow bill I also had to pay a storage fee! I WAITED 3 days for just an estimate for repair because they would not give me an estimate earlier. I have never been charged a storage fee by a repair station in my life! Had they given me the estimate within a reasonable time frame, the truck would have been removed immediately. Also, there was plenty of "storage space" on their property, my truck was not keeping them from doing any additional business. I told the manager that I never heard of such a practice, and that the cost for tow and so-called "storage" was a ridiculous amount [$300!]. He then reduced the rate to $270 [STILL ridiculous compared to the rate I was quoted at the time of hiring them]. I told him I NEVER would have used them had I known they would jack up the cost and not adhere to their original quote. He told me that in order to get my truck from them I had to GO THERE, WITH CASH [not use my debit or credit card]. I had to arrive late for work as a result, and once at ABC, he also asked me for the TITLE [what??] of my truck to prove I was the owner. Also ridiculous! I gave him my insurance card and told him the title was at home [of course]. After I paid him all that money, in cash, he allowed me to take my truck. When I was at ABC, I also noticed that they claim to be [redacted] members, which I was at the time of the incident, but he did not give me any [redacted] discount, of which I was entitled to.

I am a hardworking full time employee at my job, and 60 years of age in a few months. I am the sole provider at my home, and care for others in my household. I cannot afford to be taken advantage of in this way. As a result of this huge charge, I will be behind in my monthly bills.

I will also send this complaint to Consumer Affairs, to report the dishonesty, blatant lack of fair and practical customer service, and downright thievery of this business. I appreciate all your assistance in this matter.

Sincerely,

[redacted]Desired Settlement: Refund for all charges in addition to the $75 TOTAL towing fee I was quoted plus the $3 per mile charge to take my truck from where it was BACK TO the service station [A one-way charge - BACK - is the ONLY charge that should have been incurred]. ALL other charges, i.e., paying for their mileage TO GET TO my truck [including the hourly charge for the time they took to get there], the hourly charge for the time they took to get back to their service station, AND any daily [bogus] "storage" charges.

Business

Response:

Thank You for the opportunity to respond to this complaint. I have reviewed the information available to me, and interviewed the parties involved. I will relay the facts as I am aware of them. On Saturday Evening December 6th at approximately 8:55 PM, our driver received a call from Ms. [redacted]. She asked how much it would cost to have her vehicle brought to our shop for repairs. Our driver conveyed our rates to the customer. After Ms. [redacted] told him that the vehicle was 10 miles down a forest service road, he informed her that there would be an extra charge (by the hour) for service performed off road. As our driver did not know the condition of the road, he was unable to estimate the amount of recovery, and time it would take to get the vehicle back to pavement. She agreed that she would pay the extra for the off road recovery and asked for us to proceed with the tow.The vehicle was located on a primitive road in bad weather, and the whole process took a little over 3 hours. The bill was brought in on the morning of next business day (Monday). An after hour tow, 5 miles of towing and another 10 miles off road recovery was reflected on the bill. The charges were slightly under our standard published rates for mileage, ($3.00 per mile instead of $3.50) and our hourly rate for off road was written at $75.00 per hour instead of $90.00. Ms. [redacted] called early Monday morning and wanted to know what it would cost to repair her truck. She was upset because we did not have an estimate prepared yet. We told her that we had to have a technician examine the damage, and we would try to find her a good deal on the parts to save her money. She reluctantly agreed. By Tuesday early afternoon, we were able to lift the car, assess the damage, find the best deal on parts, and put together a bid to repair the truck. To replace the left front knuckle, axle assembly, lower ball joint, repair the splash shield, and do an alignment, we offered to perform the job for $661.70. Adding the tow bill, the total was $901.70. The customer was called back, and a message was left on her phone. She called back approximately an hour later, very upset. She accused us of trying to rip her off, and that the repair costs were way too high. She also stated that she expected someone to come in and give her an estimate immediately instead of waiting until we were open on Monday, and that that was poor customer service. At that point she decided to have a friend perform the repairs and she would make arrangements to have the vehicle removed.I have reviewed the repair costs and the charges made by our company, and my findings are as follows:The tow bill was written and discounted with the utmost consideration of our customer, and well within the guidelines of our company policy. If you were to perform a comparative of the prevailing rates in our area, you would find the charges are more than reasonable.The estimate was worked up in a reasonable amount of time given that the vehicle had to be lifted, and examined, a damage assessment made, and an alternative parts search performed to try to perform the repairs as economically as possible.I see no evidence that the customer was treated in any less than a professional manner. Each staff member that was involved in this situation has acclaimed records not only with our company, but with the public.I do however not agree with the 2 days storage that was charged to the customer for the days the vehicle remained here after Ms. [redacted] decided not to have ABC perform the repairs. After Ms. [redacted] became verbally abusive, and combative with our staff, the charges, although justified, are in my view retaliatory in response to her conduct. For this I am willing to refund the $30.00. Normally, we would waive the storage fees in exchange for the opportunity to serve a customer, although for whatever reason they are unable to have performed. In this case, the storage fees were not waived. For this I can only apologize and make the above offer.I am willing to listen to any response or suggestions from a third party or from the customer to resolve this matter. Please let me know if you would like to examine any documentation regarding this complaint, or I can be of any other assistance to you. Please feel free to contact me on my personal cell phone regarding this manner. My number is ([redacted].Best regards,[redacted] (owner ABC Body Shop)

Consumer

Response:

I have reviewed the response 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.I AM PROVIDING ALL OF MY RESPONSES TO THIS LETTER IN CAPITAL LETTERS, IN ACCORDANCE TO WHERE EACH POINT IS MENTIONED. To whom It May Concern: Thank You for the opportunity to respond to this complaint. I have reviewed the information available to me, and interviewed the parties involved.I will relay the facts as I am aware of them. On Saturday Evening December 6th at approximately 8:55 PM, our driver received a call from Ms. [redacted]. She asked how much it would cost to have her vehicle brought to our shop for repairs. ABSOLUTELY FALSE. I ASKED HOW MUCH A TOW WOULD COST FROM NEAR 10 MILES DOWN [redacted]. I WAS TOLD $75 AND $3 PER MILE FOR THE DISTANCE TO THE SHOP. REPAIRS WERE NEVER MENTIONED AT THAT TIME.Our driver conveyed our rates to the customer. After Ms. [redacted] told him that the vehicle was 10 miles down a forest service road, he informed her that there would be an extra charge (by the hour) for service performed off road. TOTALLY AND COMPLETELY UNTRUE. THERE WAS NEVER TALK OF “OFF ROAD” OR ANY EXTRA CHARGES. As our driver did not know the condition of the road, he was unable to estimate the amount of recovery, and time it would take to get the vehicle back to pavement.ALSO UNTRUE. DRIVER TOLD ME THAT HE KNEW THE ROAD AND NEVER MENTIONED TIME. She agreed that she would pay the extra for the off road recovery and asked for us to proceed with the tow. COMPLETELY FALSE. I NEVER AGREED TO ANYTHING OTHER THAN A $75 TOW CHARGE AND $3 PER MILE BACK TO THE SHOP. The vehicle was located on a primitive road in bad weather, and the whole process took a little over 3 hours. THE WEATHER WAS CALM AND DRY. I WAS TOLD IT TOOK 2 HOURS TOTAL, WHICH IS TOTALLY FALSE. I MET THE TOW TRUCK NEAR THE START OF [redacted], AND ESCORTED HIM TO WHERE MY TRUCK WAS. IT TOOK NO LONGER THAN 30 MINUTES TOTAL IN TIME FOR US TO REACH MY TRUCK. ALSO, AT FIRST MENTION OF THIS TIME FRAME, I WAS TOLD 2 HOURS, THEN IT JUMPED TO 3 HOURS DURING MY CONVERSATION WITH [redacted]. The bill was brought in on the morning of next business day (Monday). An after hour tow, 5 miles of towing and another 10 miles off road recovery was reflected on the bill. The charges were slightly under our standard published rates for mileage, ($3.00 per mile instead of $3.50) and our hourly rate for off road was written at $75.00 per hour instead of $90.00. NONE OF THIS WAS EVER REVEALED OR DISCUSSED. POSSIBLE REPAIRS WERE NOT EVEN MENTIONED UNTIL AFTER THE TOW WAS IN PROGRESS. Ms. [redacted] called early Monday morning and wanted to know what it would cost to repair her truck. She was upset because we did not have an estimate prepared yet. We told her that we had to have a technicianexamine the damage, and we would try to find her a good deal on the parts to save her money. She reluctantly agreed. By Tuesday early afternoon, we were able to lift the car, assess the damage, find the best deal on parts, and put together a bid to repair the truck. To replace the left front knuckle, axle assembly, lower ball joint, repair the splash shield, and do an alignment, we offered to perform the job for $661.70. THAT IS ANOTHER LIE. THE ONLY REPAIRS ESTIMATE GIVEN ME WAS $968.00, VIA TELEPHONE, BY A REPAIRMAN AT THE SHOP. THIS DID NOT INCLUDE THE TOW BILL. ALSO, I WAS FORCED TO WAIT 3 DAYS TO HEAR AN ESTIMATE, COSTING ME RENTAL CAR FEES AND A WASTE OF MY TIME WHEN I COULD HAVE BEEN HAVING THE TRUCK REPAIRED INSTEAD OF WAITING. Adding the tow bill, the total was $901.70. The customer was called back, and a message was left on her phone. She called back approximately an hour later, very upset. She accused us of trying to rip her off, and that the repair costs were way too high. She also stated that she expected someone to come in and give her an estimate immediately instead of waiting until we were open on Monday, and that that was poor customer service. At that point she decided to have a friend perform the repairs and she would make arrangements to have the vehicle removed. LIE. THE REPAIR COST I WAS GIVEN WAS NOT INCLUSIVE OF THE TOW BILL. ALSO, I HAD THE REPAIRS DONE AT A LOCAL REPAIR SHOP IN COTTONWOOD, FOR LESS THAN $550 – BY AN HONEST SHOP WITH AN HONEST ESTIMATE. I have reviewed the repair costs and the charges made by our company, and my findings are as follows:The tow bill was written and discounted with the utmost consideration of our customer, and well within the guidelines of our company policy. If you were to perform a comparative of the prevailing rates in our area, you would find the charges are more than reasonable.The estimate was worked up in a reasonable amount of time given that the vehicle had to be lifted, and examined, a damage assessment made, and an alternative parts search performed to try to perform the repairs as economically as possible. I see no evidence that the customer was treated in any less than a professional manner. Each staff member that was involved in this situation has acclaimed records not only with our company, but with the public. I AGREE THAT STAFF WAS COURTEOUS WITH ME, AND VISA VERSA. HEARING AN ACCURATE ACCOUNT OF MY DISPLEASURE WITH THE “CHARGES” COULD NOT BE MISTAKEN AS ANYTHING OTHER THAN FAIR AND DECENT CUSTOMER CONCERN OVER UNREASONABLE COSTLY CHARGES. I do however not agree with the 2 days storage that was charged to the customer for the days the vehicle remained here after Ms. [redacted] decided not to have ABC perform the repairs. After Ms. [redacted] becameverbally abusive, and combative with our staff, the charges, although justified, are in my view retaliatory in response to her conduct. SIMPLY STATING THE FACTS, AS A TOTALLY DISSATISFIED CUSTOMER WOULD, IS HONEST, NOT ABUSIVE. IT IS TRUE, [redacted] DID NOT LIKE THE WORD I USED TO DESCRIBE THE COSTS – “RIDICULOUS!” HARDLY ABUSIVE, JUST THE TRUTH. NO CONSUMER WANTS TO BE TAKEN ADVANTAGE OF. WHEN A BUSINESS DOES NOT HONOR A WOULD-BE CUSTOMER’S HUMANE RIGHTS TO HONESTY AND FAIR ACTS, A WOULD-BE CUSTOMER IS NOT HAPPY. For this I am willing to refund the $30.00. This, BECAUSE IT WAS AGAIN ANOTHER UNSUBSTANTIATED CHARGE, ADDED AT THE SHOP’S WHIM, ALSO WITHOUT ANY LEGITIMACY OR JUSTIFICATION WHATSOEVER. I WAS FORCED TO PAY THIS BOGUS CHARGEOR THEY THREATENED NOT TO RELEASE MY TRUCK TO ME. Normally, we would waive the storage fees in exchange for the opportunity to serve a customer, although for whatever reason they are unable to have performed. In this case, the storage fees were not waived. For thisI can only apologize and make the above offer.YOU’RE OFFER IS A JOKE. YOU HAD NO RIGHT TO CHARGE ANY STORAGE FEE WHATSOEVER, ESPECIALLY IN LIGHT OF YOUR NEVER MENTIONING ANY OF THESE EXHORBITANT ADDED FEES. YOU WILL HAVE TO DO WAY, WAY BETTER THAN REFUNDING A MERE $30 OF UNSUBSTANTIATED FEES. YOU REMAIN DISHONEST AND AN ABUSER OF THE COMMON PUBLIC’S RIGHT TO FAIR AND REASONABLE SERVICE REPAIR CHARGES. I WILL BE LETTING ALL I KNOW OF YOUR PRACTICES, AND MY EXPERIENCE WITH YOUR DISHONORABLE COMPANY. I am willing to listen to any response or suggestions from a third party or from the customer to resolve this matter. Please let me know if you would like to examine any documentation regarding this complaint, or I can be of any other assistance to you. Please feel free to contact me on my personal cell phone regarding this manner. My number is ([redacted]. Best regards,[redacted]

Business

Response:

We did provide a service in good faith, and her car was recovered from an accident scene in rainy weather, on a dirt road. Our charges for the service are well below the prevailing rate for the area. She has no claims regarding the services rendered, no damage claims, nor complaints regarding the work performed. She just wants it for free. Much of her testimony regarding the claim are not factual.Regarding the [redacted] discount. First of all, she admitted herself to our CSR that at the time of the tow that she was not a [redacted] member. If she had been, she would have called the [redacted] hotline instead of us as instructed on her non-existant [redacted] card. We are not a [redacted] towing vendor in the area. We are a direct repair shop for [redacted] on collision repair only. If there are any obligations or entitlements regarding a discount, I am unaware of them and would have to see it in writing.I am not seeing where my origional response was acnowledged. If you did not recieve it, I can resend it. I will entertain any realistic solutions for this dispute, but as of now, I will offer to refund the storage charges only. I see no reason to become accessory to her attempt to defraud our company out of payment for services performed in good faith. It appears that this person will settle for no less than a full refund. This to me is evidence that she is expecting to use the Revdex.com as a medium to defraud our company out of payment for the service that we provided for her. Perhaps in retaliation for our staff taking a defensive posture in response to her foul language, combative accusations, and verbal abuse. This customer is clearly attempting to rip us off for our services by holding our good reputation as a hostage. We have had a top rating with the Revdex.com for many years, and have worked very hard to develop a good reputation in our community. This rating is valuable to us.Thank You for your consideration,[redacted]

This is by far a 1st class operation. I was highly impressed with all of the staff I have been in contact with: [redacted] and [redacted]. This is a highly professional operation with staff whose aim is to please their customers. They went out of their way to ease the pain of having to deal with an unfortunate accident that may be traumatic to the customer. They interfaced directly with the insurance company, got the approval for the work to be performed the very same day, got the parts (even though they were hard to get), got me a rental car,and got the job done within one day. The work done on my vehicle was PERFECT! When I came to pick it up, it looked brand new...car was vacuumed, washed, tires were armour-alled, and the tire rims were spotless.

I HIGHLY recommend ABC Body Shop to fix any damage to your vehicle!

Review: "Request for Help re ABC Auto Body:"With this latest problem, I have "hit the wall." I am a repeat customer ABC Auto Body. The first repair was an insurance job and was "flawless." This time the front-end work was not only incomplete, it was fraught with defects. So many, in fact, I had to mark all the areas with painter's tape. Further, just before paying his required $500 down payment, I had twice confirmed with [redacted] that for ~$1,700 they would make my Explorer "like new," but the front left fender was still buckled after their work!"On October 20, 2014, I dropped off my Explorer before leaving on vacation. Two days later [redacted] confirmed he'd get on it with an upbeat email. When I returned 12 days later, NOTHING had been [redacted]e - despite their "warranty." An exchange of emails ensued and, seven weeks later, still nothing has been [redacted]e, and my truck is still there."I feel held hostage by the situation. With my marking of the flaws, and my clear and articulate reply to [redacted], there is no need for further clarification. It seems clear from our exchange that [redacted] is insisting a personal visit in order to get more money from me or for me to compromise for less than a "like new" repair. My friend [redacted], and former body shop owner, agrees. That is the main reason I do not want to meet with [redacted], but I also do not want any more verbal agreements - that cannot be documented, and to avoid losing my normal composure and respectfulness due to this unreasonable and intolerable situation."Important Note: [redacted] made an unsolicited offer for the current job at the time of the first repair in 2013, and said he could do it now for the same price. He never disclosed up front that the ~$1,700 job did not include a new bumper and associated parts. This only came to light from questions I asked. This unpleasant surprise caused me to ask, twice, if the remainder of the damage would be repaired to be "like new." Therefore, I have already compromised enough! [redacted], from MN, also got a bid for equivalent work from a high-end shop in Minneapolis, MN, demonstrating that I should not have to compromise."Attached for reference are the exchanges of emails between myself and [redacted] of ABC Auto Body. I [redacted]'t know if this is possible, but I think it would be profoundly compelling to ABC Auto Body if you, or someone from your office, could see the results of this shop's work. In any event please let me know if you can help make this right."Desired Settlement: 1) Charge the battery immediately: This truck has been sitting at ABC for eight weeks as of Sunday, and started/run only to move the truck from one side of the property to the other. With this duration of my truck not being materially driven to charge the battery, the battery is now significantly discharged and sulfating, accelerated by the cold weather. If the battery is not recharged immediately as specified, that battery will be damaged. Please use a trickle charge to insure the sulfation is reversed (a high charge rate will lock in that damage).2) If the shop cannot produce/complete "like new" results in a timely manner, I want a full refund of my money so I can take my truck elsewhere to get the work completed properly. This includes painting the cowling in front of the windshield, as [redacted] agreed to do in one of his emails, and other things I specified in my email(s) that were not [redacted]e, and correcting the many defects in ABC's work.3) [redacted], I [redacted]'t know if there can be any compensation to me for Loss of Use and/or the incredible hassle I've been subjected to by ABC. I have had to borrow others' vehicles in order to transport materials to fix up my house in [redacted] for sale. This is also my only other transportation other than my motorcycle, which is not protected from bad or icy weather.4) Anything I missed.

Business

Response:

To Whom it May Concern, Attached is a letter that I sent Mr. [redacted] to try to settle this matter. In the letter, I ask him for his input, and offer to have him call me if he has any questions. I have not heard from him yet. Possibly our correspondance has crossed. In the letter sent to him, we address all of his issues offering a reasonable resolution. We have made repeated attempts to correspond with Mr. [redacted] regarding his repair. He refuses to meet with us, or come and look at his vehicle. He is not being held hostage, nor is his vehicle. He has been free to pick it up at any time. His vehicle remains at our facility by his own choice. We have offered him a refund on all of the repairs listed on his repair order that he is not happy with except for the paint work which has been taken care of. He is not happy with the aftermarket grille....... We offered him a full refund for the part, the labor and sales taxHe is not happy with the repair on the fender......We offered him a full refund We painted his cowl panel for free.We painted the top of his fender for free.If he would come look at his vehicle, and go over it wih us, I am sure he would be happy with his paint concerns.It appears to me at this point, that he wants work performed on his vehicle that he is not willing to pay for, and is willing to threaten slander to get his way. We will be more than happy to charge his battery for him if the need arises. In case there are any problems opening it, I have cut and pasted it below......12/17/14Dear Mr. [redacted], I am writing you in regard to the concerns that you have brought to [redacted] attention on the repairs performed on your Explorer. Since you do not want to meet with him personally to resolve this matter, [redacted]’ has referred your repair to me for my review. I have looked over the repair order, read the email correspondence, and interviewed those on my staff that were involved. I apologize for any inconvenience that our company may have caused you. We are certainly not beyond reproach in this case. To restore the front end to “Like new” condition would cost upwards of $3000.00. In our correspondence while having the side of your vehicle fixed, we made it clear to you that the repair to the front, had we performed it at that time, would not include the damage to the bumper or a complete repair to the fender, and that it would not restore the front end to “like new.” But it would render the front end functional, make the hood close correctly, and make it possible to install an aftermarket grille which we would install. But it would make the front end presentable and be a vast improvement over what was there. You said you were not able to afford it, and you would think about the repairs at a later time. I have personal recollection of this, as I wrote the estimate myself. Nonetheless, at this point I can only examine the information and the documentation that I have available to me objectively, and draw conclusions based on what I have at this time. First of all, I don’t see any reason to believe that anyone on my staff had intentions to defraud you in any way, nor do anything less than perform a service to you at extremely reasonable price accommodating your budget with you being a satisfied customer as the end result. Reviewing some of the statements in your email, and comparing our conversation with the work described on your repair order, I cannot however, draw the same conclusion for you. I am not making any judgment, nor drawing any conclusions, but I am sorry, I am not sure of your motives here. I have to take into account your most recent emails. They are riddled with one sided testimony, half truths and false statements that make me somewhat suspicious. Usually this is done to create a “paper trail” for possible future arbitration. This only serves to erode any good faith that we may have left for you to want to resolve this matter fairly.As a side note, I am somewhat amused by your friend, the body shop manager,[redacted]. I would be very careful not to depend on any of his self proclaimed expert arrogations. I can only wonder where he was trained. One of the fundamental requirements is that a “manager” be able to read a simple estimate. Another fundamental is to know the proper method for acquiring the prevailing rates of a selected demographic. This would merely require a few phone calls to local shops. Had he done so, he would have saved both you and him some potential embarrassment. Perhaps his advice was otherwise motivated, as you are is Landlord, I believe? In this area, the prevailing flat rate is $55.00 per labor hour. A $20.00 prevailing rate is laughable, and has not been the case since the 1970’s. Also, [redacted] researched part prices are more than we charged you on our estimate anyway. His, (or maybe your) damage assessment does not take into account the structural repairs, Labor costs and other essential involved in the repair process. In short, his input into this situation is nothing more than antagonistic, and he certainly does not appear to be an industry expert. I have been in the collision repair industry for over 35 years, and I know an “expert” when encounter one. I am compelled to mention that I am very disappointed in your hyperbolic attempts to undermine the character of my Manager. He is very good at his job and has satisfied Thousands of customers on behalf of ABC Body Shop with very few problems. He has the one of the highest CSI ratings in the state, and I am complemented regularly on his level of knowledge, care, and concern by our customers. He is not perfect, and there were mistakes made on his behalf. Nonetheless, bringing his integrity into question does nothing to resolve the issues, and only serves to put me and my staff in a defensive posture. I would rather both parties stick to the facts, and try to come to a workable solution for this matter. I believe there are things we could have executed better. Not so much with the quality of the repair, but in the following areas:1) The amount of time it appears to have taken for [redacted]’ to correspond with you on the remedial repairs according to the log notes. I cannot account for the time, but only speculate that there were internal difficulties involved that are not your concern nor your fault.2) In descriptive documentation describing in detail the work that was verbally agreed upon between you and I, or you and him. These are training issues in which consequence becomes the best tutor, and I as the owner of the business am willing to make reasonable consideration for. I propose to you the following:1) You are not happy with the repair of the left fender. I have reviewed the estimate, and it reflects a charge of $75.00 to “repair” it. Clearly, there is no painting on the repair order that was performed or charged for. As per our conversation, the charge was to merely straighten the fender enough to accommodate the fitting of the grille, and to line it up to the hood. It appears that we had accomplished the described objective. But since it is not clearly described on the final work order what was agreed upon, I am willing to refund the 1.5 hours of repair time at $50.00 per hour ($75.00) as outlined on the original estimate, and charged for on the final bill. Although we are prepared to repair the crease in the fender provided you are willing to pay for it, we are not going to repair the dent and paint it for free.2) You are not happy with the grille. You mentioned it is the wrong color and of poor quality. I disagree with [redacted]’s offer to paint the insert on the grille as I do not believe that painting the grille will satisfy you. We have no way of knowing what that color would have been anyway, as the grille was completely missing, and there were many options for colors in that model that are not reflected in the option codes available to us, nor the VIN number. There was no charge on our work order to paint the grille, and I have to agree with you, although it would be acceptable under the terms we had discussed, the quality is not “Like new” as you NOW claim is the standard you expect from this repair. Just painting the insert will not make it factory quality….. Ironically, we purchased the grille through the same aftermarket supplier that you suggested to us in your email. In order to give you “like new” quality, I suggest we replace the grille with a factory OEM grille if it is available and charge you the additional $200.00 difference. …..or we can take the grille out, refund you the $119.00 plus tax and labor we charged you on the repair order to install it, and you can find your own grille that is of acceptable quality to you. You implied in your e-mail that you sent under “Professional Facts & "Comps" Contrary to Your Work vs. Cost Limitations Argument:” Paragraph 4, that you did not cap your spending for the amount estimated, so considering this new information, I would recommend a OEM replacement. Otherwise, giving you your money back for the grille is the only other solution. 3) You feel that we should repair the sticking hood latch. The vehicle needs a new release cable. It is stretched. We lubricated and adjusted the old one. It did improve the function somewhat, but the cable will continue to stretch due to age and premature wear perhaps from using it with hood damaged for a prolonged period of time. When it does, the problem may return. Nonetheless, we did not charge you for one, so we do not see an obligation to supply you with one at no charge. Again, if you are willing to pay the extra money for the part as your email implies, we will install it for you at no extra charge as a customer service to you. 4) Your concerns with the paint quality. Upon my inspection, the paint work looked good. Since there was no charge, nor any description describing painting the fender on the repair order, I don’t believe it is an issue that we need to be involved with. In summary, I have covered all of the concerns that you have shared with [redacted]’ in your emails, I believe we have done all that we have charged you for on our final bill, and as listed in this letter, I am offering you a FULL REFUND for all of the items in our repair bill that you are claiming that you are not happy with. Please consider my offer, or the other options I have listed, and let me know how you would like to proceed. We will be waiting for your response. Feel free to call me regarding this matter. My personal cell phone number is ###-###-####Sincerely,[redacted]Owner ABC Body Shop

Review: My vehicle was hit by another car, other driver at fault. I took it to ABC and the repairs are not correct. There are 5 issues I have with the repairs and [redacted] does not seem willing to correct the issues unless he charges me. The other driver's insurance covered the accident and I feel should not be charged to correct the issues.Desired Settlement: Correct the issues to make my vehicle the way it was before the accident.

Business

Response:

Thanks for informing us of this complaint. We were unaware that his issues were not resolved.

Whenever I have had need for body work done on my vehicles I have always used ABC.FOR DECADES.they are extremely professional in both shop and office. Always done on time and the work preformed was always top notch. An extremely well run business. [redacted]