Accurate Auto Body Inc

The [redacted]s came in for repairs on the front of their car. I explained the service we provide. His insurance was trying to force us to use aftermarket parts, so we fought them and got those changed to oem. They try to curb the market by shorting the prevailing rates for the market area. they...

shorted his final bill by $178.93. I explained that if he submits that to the insurance they will reimburse him. Nothing was for "specialty" anything other than fight for our customer rights. All of this was made very clear on the initial estimate which is why he scheduled with us after getting other estimates. When the vehicle was completed, he picked up his vehicle and paid the shortage by his insurance. After he had left, he returned with some cleaner residue on his interior trim panel, which I offered to take care of, and he refused saying it was no big deal and he can take care of. The headlamp assembly was not working upon return as well. There is a two stage clip that retains the plug to the unit. It was not fully seated to the second stage. We instantly took the vehicle around into the shop and had it rectified in minutes. of course we apologized for him having to come back for that. he then asked me if the V6 emblem had showed up yet, which was on back order, and I called the dealer to confirm a date on it. He was sitting there when I did this. I told him they said we were still a few days out. when he called back to follow up, I called the dealer and they did not show it outstanding but had no part invoiced to us. they re-ordered and I had told Mr. [redacted] the day to come in since he was going out of town.
Yesterday, he shows up with new damage to his bumper and tried to play if off that we had not completed the repairs. his vehicle was completed and left a month ago to the day. Never once, in any of my multiple conversations with him, was any concern  mentioned. I personally walked out and went over the final repair with him when he had picked it up and he was very happy. Randy, our estimator, invited him out into the shop and showed him the new damage on his bumper. we put all brand new bumper parts on. there is no reason for there to be any damage if it was not hit again. Every time the customer came in, he was super chill. throwing fist bumps, always responding with its all good, take your time. Never once did we have issue. now that there is new damage, it seems they are looking for a way to cover it.
I understand the headlight issue and the residue from the cleaner not being fully wiped off, but in both instances, we rectified it, or offered to, immediately stopping everything to take care of it right then. The cost difference was made aware from the very beginning of the repair. I made it very clear that Geico would short it and try to impose parts not made by the manufacturer. We did our best to advocate his rights with his insurance. That $178.93 is due to him, but from his insurance company who he has his policy with. I told him how to go about submitting it with them when he picked up on his completion date. To me, this seems more as a claim to get money than anything, as we went out of the industry norm to try to take care of him as we do with any customer. as you can understand, this came as a surprise to us.
 
Justin L[redacted]