Initial Business Response /* (1000, 8, 2015/06/17) */
Letter below was faxed over on 6/16, trying to send online because Revdex.com server was down yesterday afternoon:
On 5/4 customer came in for an estimate, he was advised by GEICO adjuster that vehicle may take longer than expected because of...
backordered parts for 15' [redacted], were going to be delayed for a week and a half. GEICO adjuster advised him to drop vehicle off later for repairs because he didn't have rental coverage and ETA for vehicle was not confirmed. Knowing all this Mr. [redacted] decided to drop off anyways. Shop gave tentative date that vehicle would possibly ready by 5/13 because of tentative parts arrival date given by dealer. On 5/13 parts did not arrive, as expected and customer was notified about the delay. We offered customer free rental because we didn't know if parts would arrive next day or be delayed even further but customer refused rental. Customer adamantly told us to put the vehicle together without parts installed but we could not allow this because a crucial inner reinforcement piece was needed in order to reinstall the bumper which is held on by rivets, otherwise bumper would not hold. On 5/13 Customer called into GEICO demanding a month of car payment to be paid and bumper replaced and not repaired but customer was advised that bumper was repairable. Part finally arrives to dealer next day 5/14 but dealer cannot deliver 1st thing in the morning. As a courtesy to finish vehicle quickly, we send out the parts manager to pick up parts, so that the vehicle is not further delayed. Shop called customer back on 5/14, to tell him that we were picking up the parts and that we would try to finish the vehicle, that day. Vehicle completed on 5/14 and customer picked up. 5/14 Customer calls to tell us issues with repairs, not noticed on initial inspection when they picked up because of lighting and not carefully inspecting during pick-up. On 5/15 customer drops off to show us issues and newly found damage. Front bumper clips broken and door ding found. We put the customer in a free rental. Our shop reviewed previous check-in photos of vehicle but door ding photo was blurry, so as a courtesy, shop repaired door. Shop inspected front bumper clip claims with insurance adjuster and compared prior repair photos. GEICO photos showed only minor repairs on front bumper cover. Clips severely damaged on bumper and pieces of clips on the bottom of bottom of bumper, which were not there before. Damaged was assessed by both adjuster and shop and concluded new damage found. Supervisor of GEICO and shop manager both contact customer on 5/15, to let them know of discovery. Shop agreed to take care of new damage found on bumper, as a courtesy to help customer. Photos of bumper minor prior damage is on file for both GEICO and Shop, which is why bumper was not replaced. Customer picks-up vehicle. This time shop has customer inspect vehicle inside shop with adequate lighting but also because 4 different 1080P cameras are in that area to record footage in different angles of customer carefully inspecting vehicle this time, to ensure customer is happy and there are no other issues with the bumper. After, a good inspection customer is satisfied and picks up vehicle. 5/18 Customer called in morning that telling us they were not satisfied with repairs. Customer comes in the evening to show shop that they are once again, not happy with the repairs because bumper in comparison with another 15' [redacted] is wavy. Shop rep told customer we had to get approval from the Insurance Company for bumper replacement approval. To help customer, shop put customer in rental, as a courtesy. 5/19 GEICO finally authorizes to pay for new bumper, as courtesy to their insured and to mitigate any further issues. 5/29 Shop orders bumper but yet again, dealer tell us part is on back order because of the new model availability. Called customer back because bumper was on back order for one month and could not have customer in rental for one month because their vehicle was drivable and bumper was just minor cosmetic issue not safety issue. Customer agreed to terms on 5/19, when she came to pick up vehicle during her lunch. 6/8 Back order bumper finally arrives late evening from dealer. 6/9 Left message to customer on voicemail, that bumper finally arrived late evening. Message left on the same phone number shop has been messaging and sending text message to, which are on file. This was the number that was given to us by customer XXX-XXX-XXXX. Shop does not hear back from customer and notifies customer once again 6/12, this time customer picks up phone to tell us that we have the wrong phone number but phone number XXX-XXX-XXXX, is confirmed to be their number. Shop rep in order to confirm message received on 3rd party text message log service, sends another message via text, "Hello [redacted] just wanted to advice you that the New bumper for your [redacted] has arrived at our shop. If you could please contact us at XXX-XXX-XXXX, we will be able to discuss a drop off date for your vehicle repair."
Shop has all confirmations, invoices, letters, text messages, e-mail, photos and several witnesses to confirm all statements above are true. Shop cannot reimburse car payments for any repair and is not liable for issues on back ordered parts because shop has not control over back ordered parts. Repairs were made quickly in timely manner (if anything expedited especially for customer) once parts were received. The customer already knew from the beginning and was about WARNED previously about the delay of back ordered parts, by the shop and the insurance company, on the day of drop off (confirmed by GEICO's adjuster). Customer was also advised and agreed to terms to have bumper replaced by our shop, after insurance company approved replacement. Shop has no control over customers policy and terms with insurance company, this is issue is between Insurance company and customer. Bumper is still at shop and insurance company has stated that since supplement for bumper replacement was requested and granted, customer must bring vehicle back into shop to replace the old bumper with new. It was also requested by insurance company that the OLD bumper is surrendered to the shop, at the time of replacement because of core charges made by dealer and that the old bumper is property of insurance company because it was paid for by them, for replacement. Again, these terms were already agreed to, previously before Revdex.com complaint was filed.
Initial Business Response /* (1000, 12, 2015/10/22) */
As per original response, we will not pay anything. Customer originally sought payment from insurance company and then later tried to seek unreasonable payment from shop. Neither shop or insurance company is responsible for her car...
payment because of inconveniences:
Dent customer is referring to, was a courtesy dent removal because without evidence customer claimed dent was not previously there, after the repair and the vehicle had already been picked up. This was only brought to our attention after the fact/after vehicle was already taken home and then brought back to claim these damages. As a favor/courtesy to customer, shop performed an non-warranty courtesy repair to help out customer, even though shop was not at fault.
As stated in original statement, there were delays on back-ordered parts that shop can not control. SHOP is NOT responsible for delays. Insurance company adjuster already stated this to the customer as well, in original statement. Shop has all correspondence with customer and proof of timeline along with evidence from Insurance company. Customer was not satisfied with repair and Insurance company adjuster agreed to help out customer and replace with OE bumper back in 5/2015. Customer agreed to wait for new OE bumper. Shop contacted customer when bumper finally arrived but customer never picked up phone calls. Our database shows proof of timeline and contact to customer via e-mail, text msg and phone call. Verified number with insurance company that number is still valid. Shop manager even personally tried to contact customer, only to be told a person on the other line that we had the wrong phone number. Shop manager took down phone number as proof. Shop manager voice of the gentlemen on the line was the same person he had been in contact with but they denied identity on the phone. A month later shop is blindsided by Revdex.com complaint, after agreement original agreement with Insurance company supervisor and shop. Shop even continued to contact customer after Revdex.com complaint to let customer know that bumper would be returned to dealer to avoid restock fees set by dealer but customer never returned phone calls, text messages and e-mails. Proof of sent e-mails, text messages and phone calls are all on our database.
If you look at original statement our shop even offered free rental to the customer to help out but they did not want the rental. This again was a courtesy and something was not responsible for but to help customer out, so it was offered. Shop has done everything to help out customer and even tried contacting the customer on several occasions to take care of original agreement(even customer already filed Revdex.com claim) to replace bumper with OEM, even though adjuster statement shows that bumper was tampered with by the customer. Shop will not reimburse customer because repairs were already made, supplement to replace was already set, rental was already offered, dent that was not shops fault but taken care of anyways and back-ordered parts that were in short supply at the time, were not the shops fault, you need to blame the manufacturer for that. NO refund of deductible, car payment or any sort of payment will be given. This information will be submitted to the insurance company, as well because of the given situation.
Initial Business Response /* (1000, 12, 2015/10/22) */
As per original response, we will not pay anything. Customer originally sought payment from insurance company and then later tried to seek unreasonable payment from shop. Neither shop or insurance company is responsible for her car payment...
because of inconveniences:
Dent customer is referring to, was a courtesy dent removal because without evidence customer claimed dent was not previously there, after the repair and the vehicle had already been picked up. This was only brought to our attention after the fact/after vehicle was already taken home and then brought back to claim these damages. As a favor/courtesy to customer, shop performed an non-warranty courtesy repair to help out customer, even though shop was not at fault.
As stated in original statement, there were delays on back-ordered parts that shop can not control. SHOP is NOT responsible for delays. Insurance company adjuster already stated this to the customer as well, in original statement. Shop has all correspondence with customer and proof of timeline along with evidence from Insurance company. Customer was not satisfied with repair and Insurance company adjuster agreed to help out customer and replace with OE bumper back in 5/2015. Customer agreed to wait for new OE bumper. Shop contacted customer when bumper finally arrived but customer never picked up phone calls. Our database shows proof of timeline and contact to customer via e-mail, text msg and phone call. Verified number with insurance company that number is still valid. Shop manager even personally tried to contact customer, only to be told a person on the other line that we had the wrong phone number. Shop manager took down phone number as proof. Shop manager voice of the gentlemen on the line was the same person he had been in contact with but they denied identity on the phone. A month later shop is blindsided by Revdex.com complaint, after agreement original agreement with Insurance company supervisor and shop. Shop even continued to contact customer after Revdex.com complaint to let customer know that bumper would be returned to dealer to avoid restock fees set by dealer but customer never returned phone calls, text messages and e-mails. Proof of sent e-mails, text messages and phone calls are all on our database.
If you look at original statement our shop even offered free rental to the customer to help out but they did not want the rental. This again was a courtesy and something was not responsible for but to help customer out, so it was offered. Shop has done everything to help out customer and even tried contacting the customer on several occasions to take care of original agreement(even customer already filed Revdex.com claim) to replace bumper with OEM, even though adjuster statement shows that bumper was tampered with by the customer. Shop will not reimburse customer because repairs were already made, supplement to replace was already set, rental was already offered, dent that was not shops fault but taken care of anyways and back-ordered parts that were in short supply at the time, were not the shops fault, you need to blame the manufacturer for that. NO refund of deductible, car payment or any sort of payment will be given. This information will be submitted to the insurance company, as well because of the given situation.
Initial Business Response /* (1000, 8, 2015/06/17) */
Letter below was faxed over on 6/16, trying to send online because Revdex.com server was down yesterday afternoon:
On 5/4 customer came in for an estimate, he was advised by GEICO adjuster that vehicle may take longer than expected because of...
backordered parts for 15' [redacted], were going to be delayed for a week and a half. GEICO adjuster advised him to drop vehicle off later for repairs because he didn't have rental coverage and ETA for vehicle was not confirmed. Knowing all this Mr. [redacted] decided to drop off anyways. Shop gave tentative date that vehicle would possibly ready by 5/13 because of tentative parts arrival date given by dealer. On 5/13 parts did not arrive, as expected and customer was notified about the delay. We offered customer free rental because we didn't know if parts would arrive next day or be delayed even further but customer refused rental. Customer adamantly told us to put the vehicle together without parts installed but we could not allow this because a crucial inner reinforcement piece was needed in order to reinstall the bumper which is held on by rivets, otherwise bumper would not hold. On 5/13 Customer called into GEICO demanding a month of car payment to be paid and bumper replaced and not repaired but customer was advised that bumper was repairable. Part finally arrives to dealer next day 5/14 but dealer cannot deliver 1st thing in the morning. As a courtesy to finish vehicle quickly, we send out the parts manager to pick up parts, so that the vehicle is not further delayed. Shop called customer back on 5/14, to tell him that we were picking up the parts and that we would try to finish the vehicle, that day. Vehicle completed on 5/14 and customer picked up. 5/14 Customer calls to tell us issues with repairs, not noticed on initial inspection when they picked up because of lighting and not carefully inspecting during pick-up. On 5/15 customer drops off to show us issues and newly found damage. Front bumper clips broken and door ding found. We put the customer in a free rental. Our shop reviewed previous check-in photos of vehicle but door ding photo was blurry, so as a courtesy, shop repaired door. Shop inspected front bumper clip claims with insurance adjuster and compared prior repair photos. GEICO photos showed only minor repairs on front bumper cover. Clips severely damaged on bumper and pieces of clips on the bottom of bottom of bumper, which were not there before. Damaged was assessed by both adjuster and shop and concluded new damage found. Supervisor of GEICO and shop manager both contact customer on 5/15, to let them know of discovery. Shop agreed to take care of new damage found on bumper, as a courtesy to help customer. Photos of bumper minor prior damage is on file for both GEICO and Shop, which is why bumper was not replaced. Customer picks-up vehicle. This time shop has customer inspect vehicle inside shop with adequate lighting but also because 4 different 1080P cameras are in that area to record footage in different angles of customer carefully inspecting vehicle this time, to ensure customer is happy and there are no other issues with the bumper. After, a good inspection customer is satisfied and picks up vehicle. 5/18 Customer called in morning that telling us they were not satisfied with repairs. Customer comes in the evening to show shop that they are once again, not happy with the repairs because bumper in comparison with another 15' [redacted] is wavy. Shop rep told customer we had to get approval from the Insurance Company for bumper replacement approval. To help customer, shop put customer in rental, as a courtesy. 5/19 GEICO finally authorizes to pay for new bumper, as courtesy to their insured and to mitigate any further issues. 5/29 Shop orders bumper but yet again, dealer tell us part is on back order because of the new model availability. Called customer back because bumper was on back order for one month and could not have customer in rental for one month because their vehicle was drivable and bumper was just minor cosmetic issue not safety issue. Customer agreed to terms on 5/19, when she came to pick up vehicle during her lunch. 6/8 Back order bumper finally arrives late evening from dealer. 6/9 Left message to customer on voicemail, that bumper finally arrived late evening. Message left on the same phone number shop has been messaging and sending text message to, which are on file. This was the number that was given to us by customer XXX-XXX-XXXX. Shop does not hear back from customer and notifies customer once again 6/12, this time customer picks up phone to tell us that we have the wrong phone number but phone number XXX-XXX-XXXX, is confirmed to be their number. Shop rep in order to confirm message received on 3rd party text message log service, sends another message via text, "Hello [redacted] just wanted to advice you that the New bumper for your [redacted] has arrived at our shop. If you could please contact us at XXX-XXX-XXXX, we will be able to discuss a drop off date for your vehicle repair."
Shop has all confirmations, invoices, letters, text messages, e-mail, photos and several witnesses to confirm all statements above are true. Shop cannot reimburse car payments for any repair and is not liable for issues on back ordered parts because shop has not control over back ordered parts. Repairs were made quickly in timely manner (if anything expedited especially for customer) once parts were received. The customer already knew from the beginning and was about WARNED previously about the delay of back ordered parts, by the shop and the insurance company, on the day of drop off (confirmed by GEICO's adjuster). Customer was also advised and agreed to terms to have bumper replaced by our shop, after insurance company approved replacement. Shop has no control over customers policy and terms with insurance company, this is issue is between Insurance company and customer. Bumper is still at shop and insurance company has stated that since supplement for bumper replacement was requested and granted, customer must bring vehicle back into shop to replace the old bumper with new. It was also requested by insurance company that the OLD bumper is surrendered to the shop, at the time of replacement because of core charges made by dealer and that the old bumper is property of insurance company because it was paid for by them, for replacement. Again, these terms were already agreed to, previously before Revdex.com complaint was filed.
Initial Business Response /* (1000, 12, 2015/10/22) */
As per original response, we will not pay anything. Customer originally sought payment from insurance company and then later tried to seek unreasonable payment from shop. Neither shop or insurance company is responsible for her car...
payment because of inconveniences:
Dent customer is referring to, was a courtesy dent removal because without evidence customer claimed dent was not previously there, after the repair and the vehicle had already been picked up. This was only brought to our attention after the fact/after vehicle was already taken home and then brought back to claim these damages. As a favor/courtesy to customer, shop performed an non-warranty courtesy repair to help out customer, even though shop was not at fault.
As stated in original statement, there were delays on back-ordered parts that shop can not control. SHOP is NOT responsible for delays. Insurance company adjuster already stated this to the customer as well, in original statement. Shop has all correspondence with customer and proof of timeline along with evidence from Insurance company. Customer was not satisfied with repair and Insurance company adjuster agreed to help out customer and replace with OE bumper back in 5/2015. Customer agreed to wait for new OE bumper. Shop contacted customer when bumper finally arrived but customer never picked up phone calls. Our database shows proof of timeline and contact to customer via e-mail, text msg and phone call. Verified number with insurance company that number is still valid. Shop manager even personally tried to contact customer, only to be told a person on the other line that we had the wrong phone number. Shop manager took down phone number as proof. Shop manager voice of the gentlemen on the line was the same person he had been in contact with but they denied identity on the phone. A month later shop is blindsided by Revdex.com complaint, after agreement original agreement with Insurance company supervisor and shop. Shop even continued to contact customer after Revdex.com complaint to let customer know that bumper would be returned to dealer to avoid restock fees set by dealer but customer never returned phone calls, text messages and e-mails. Proof of sent e-mails, text messages and phone calls are all on our database.
If you look at original statement our shop even offered free rental to the customer to help out but they did not want the rental. This again was a courtesy and something was not responsible for but to help customer out, so it was offered. Shop has done everything to help out customer and even tried contacting the customer on several occasions to take care of original agreement(even customer already filed Revdex.com claim) to replace bumper with OEM, even though adjuster statement shows that bumper was tampered with by the customer. Shop will not reimburse customer because repairs were already made, supplement to replace was already set, rental was already offered, dent that was not shops fault but taken care of anyways and back-ordered parts that were in short supply at the time, were not the shops fault, you need to blame the manufacturer for that. NO refund of deductible, car payment or any sort of payment will be given. This information will be submitted to the insurance company, as well because of the given situation.
Initial Business Response /* (1000, 12, 2015/10/22) */
As per original response, we will not pay anything. Customer originally sought payment from insurance company and then later tried to seek unreasonable payment from shop. Neither shop or insurance company is responsible for her car payment...
because of inconveniences:
Dent customer is referring to, was a courtesy dent removal because without evidence customer claimed dent was not previously there, after the repair and the vehicle had already been picked up. This was only brought to our attention after the fact/after vehicle was already taken home and then brought back to claim these damages. As a favor/courtesy to customer, shop performed an non-warranty courtesy repair to help out customer, even though shop was not at fault.
As stated in original statement, there were delays on back-ordered parts that shop can not control. SHOP is NOT responsible for delays. Insurance company adjuster already stated this to the customer as well, in original statement. Shop has all correspondence with customer and proof of timeline along with evidence from Insurance company. Customer was not satisfied with repair and Insurance company adjuster agreed to help out customer and replace with OE bumper back in 5/2015. Customer agreed to wait for new OE bumper. Shop contacted customer when bumper finally arrived but customer never picked up phone calls. Our database shows proof of timeline and contact to customer via e-mail, text msg and phone call. Verified number with insurance company that number is still valid. Shop manager even personally tried to contact customer, only to be told a person on the other line that we had the wrong phone number. Shop manager took down phone number as proof. Shop manager voice of the gentlemen on the line was the same person he had been in contact with but they denied identity on the phone. A month later shop is blindsided by Revdex.com complaint, after agreement original agreement with Insurance company supervisor and shop. Shop even continued to contact customer after Revdex.com complaint to let customer know that bumper would be returned to dealer to avoid restock fees set by dealer but customer never returned phone calls, text messages and e-mails. Proof of sent e-mails, text messages and phone calls are all on our database.
If you look at original statement our shop even offered free rental to the customer to help out but they did not want the rental. This again was a courtesy and something was not responsible for but to help customer out, so it was offered. Shop has done everything to help out customer and even tried contacting the customer on several occasions to take care of original agreement(even customer already filed Revdex.com claim) to replace bumper with OEM, even though adjuster statement shows that bumper was tampered with by the customer. Shop will not reimburse customer because repairs were already made, supplement to replace was already set, rental was already offered, dent that was not shops fault but taken care of anyways and back-ordered parts that were in short supply at the time, were not the shops fault, you need to blame the manufacturer for that. NO refund of deductible, car payment or any sort of payment will be given. This information will be submitted to the insurance company, as well because of the given situation.