Acme Automotive Center Inc.

I was charged $450 for an estimate on my car and was refused an itemized bill at the time of payment (5/21/13).My experience with Acme Automotive was extremely poor. I had brought in my car for an estimate and was dissatisfied with the exorbitant price I was given. After all was said and done, I had my car towed to another shop. When I went in to settle the bill on 5/21/13, I was shocked to find out that I was being charged for 10 hours of labor, which came to $450. All that was "explained" in writing on the bill was "Disassemble Car for Comprehensive Supplemental Damage Est." When I asked for an itemized breakdown of the process, I was refused one. Not wanting to leave delinquent, I paid and left. I then checked my bank account the next day and saw that the check had already been cashed (I wrote it after 3pm.) I also got a call from the owner, wanting to explain their process. When I agreed to speak with him, under the pretense of asking for my money back, I was handed an itemized bill that was printed the day of hour meeting (printed 5/23/2013 at 12:34pm). Clearly, it was generated after I was forced to pay, or I would have received it upon request two days earlier. Also, I didn't get a penny back.Desired SettlementI am asking for a full refund for my estimate. That is, in the form of a $450 check, made out to [redacted], and mailed to my home address. I refuse to go there or have any other contact with the employees of Acme Automotive. Business' Initial Response Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXXContact Email: [redacted] I am somewhat surprised of this complaint because [redacted] is a repeat customer.We previously repaired her car 2 times in 2010.On 5/15 [redacted] called and talked with [redacted] our estimator about a loss which happened in Vermont on 5/13. Her insurance company had already assessed the damage and estimated the repairs at 2749.27.The appraiser said that he suspected additional damage because he couldnt open the hood.At that time she faxed a copy of the estimate to [redacted] with her concerns about the repair and the best way to communicate with her.Her biggest concern was not having alternate transportation on her policy and that she would need to rent a car. [redacted] advised her to stop down in the afternoon so he could view the damage and get the repair process in motion. Stephanies fax cover sheet read " Hi [redacted], We just spoke on the phone.I am sending you the estimate.I would like to have the parts ordered before I bring it in to minimize the time that I will need to pay for a rental.The best way to communicate w/me is by email. Please send me an email when your recieve this fax.Thank you, Signed ........" and her email and all her contact info.Later that afternoon she stopped in so we could view the damage and discuss the repair process. [redacted] and I review the car with her and determined since the headlamps were broken and the inner structure and cooling was impeded we should address her needs ASAP.At that time she discussed her situation with renting a car and the need for getting her car fixed quickly. Since we were booked for 2+ week I went to [redacted] who is our [redacted] manager to discuss getting the car in the system and the possiblilty of a loaner car for her to use.[redacted] said that he could change things around and perform a dis assembly ,damage analysis and blueprint the following day to determine the extent of the damage. (Blueprint is a comprehensive damage analysis of each component in the repair process which documents each and every component and procedure necessary to repair a vehicle to preloss condition. A blueprint is a standard opperating procedure at Acme and is discussed with each customer on every loss this makes us accountable to a close time frame and cost of repair)He also said that we had a loaner car coming in on Friday afternoon that we could possibly let her use while her car was being repaired. (Loaner car fee is only $25) At that time the decision was for [redacted] to drop her car Thursday AM and rent a car for 2 days awaiting a loaner.We then set up [redacted] file and had her sign our Authorizatioin to repair and Direction to pay forms. (These are the same forms signed by her 2 times in 2010. Authorization to repair form is a form which all our customers sign prior to working on any car in our shop. This form explains exactly our responsiblilty and her resonsibility related to our repair process. It explains our charges for diagnostic time, labor time and gives us the ability to opperate her vehicle and negeotiate with her insurance company.The Direction to pay is a form that allows the insurance company to remit payments directly to Acme by her insurance company. It also discusses our customers responsibility for payment if the insurance company later denies to pay for her loss.Next are segments from our note screens:On 5/16 she dropped off her car and we started the repair process knowingly that we were going to find additional damage as per our conversation and the insurance appraiser conversation with her because the hood could not be opened. On 5/17 a blueprint & damage analysis was performed by our [redacted] mgr,apraiser,structural tech. At that time it was determined there was additional damage to this loss and also additional damage from another loss.It was evident that the vehicle had a prior unrelated loss causing damage to the bumper rienforcement and structural damage to the left frame rail assembly. Upon disassembly we notice a large amount of pressure from the frame damage and had trouble in disassembly and especially taking off the rienforcement. It was evident that someone had put on a bumper over the old damage.We then created a supplement appraisal (Supplement is additional damage found after a car is disassembled requiring further repairs. We compiled another estimate for the additional costs and contacted [redacted] insurance company for reinspection and authorization to move forward and perform the repairs.(This process is required by mass. law) We also contacted her to discuss this addl damage and also discuss her unrelated damage which would need to be addressed in order for any of the parts to fit.The insurance company let us know that they would be out to assess the damage on Monday 5/21 and determine the repairability of the vehicle. On Friday 5/17 [redacted] picked up the loaner vehicle. At this time [redacted] brought her in the shop showed her all the additional damage. He also showed her the unrelated damage and all the rust that accumulated in that area.The additional insurance damage was approx $1700 and unrelated damage estimate discussed with was around $400. The car needed to go on our frame machine to be electronically measured and repaired to Honda specifications.He discussed where we were at in waiting for the appraiser.The insurance appraiser ultimately determines the repairability and value of the vehicle or if it's a total loss. 5/20 [redacted] came and determined the car was a total loss. He contacted [redacted].5/20 [redacted] said that she was going to take the car to another repair faciliy she asked for a figure to put it back together.[redacted] told her cannot put it back together because we cant feasably put damaged non fitting parts on.[redacted] gave her a labor charge of $450. 5/21 [redacted] picked up her vehicle and paid. She was very dissatified with our fees.[redacted] tried to explain all the time exhausted on her repair to get to this point and that it's normally 1/2 of the remove and replace time of each component which would have been approx 16+ hrs.5/22 we discussed this situation in our morning meeting and I felt it necessary to call her and explain our process so she would understand the charges. She said she wanted her boyfiend to come and talk about the repair because he was a mechanic. 5/24 [redacted] came in with her boyfriend to discuss the charges and our repair process. I explained all the steps necessary taken by Acme to make the repair as effecient as possible by taking the car completey apart to fully determine each and every part needed to repair properly, place one parts order and to give us the ability to mirror the damaged parts to the new ones when they arrive. This stream lines and makes the process most efficient.She still wasnt happy and said I thought you were going to take my car apart and give me an estimate an put it back together?. I told her we never process a car in that manor we would be out of business.I said what would make you happy she said a full refund.I reccognized to her that she was a repeat customer and has been thru this process before and it wasnt a problem then why now. I felt our charges were more than fair. My guess is that her boyfriend said that she could get it done for less somewhere else. They left. 5/24 [redacted] from ins co called to discuss the situation and bill I explained to him the same thing. He felt it was too much also. I said you realize how much time was spent to get to this point why say something like that to our customer.Why because you want to collect premiums and don't want to pay on losses.He said that he was going to compensate her for some of the time but not all of it.I told him that his car was a repairable vehicle and he undervalued it because of unrelated damage and overall condition of the car. I said he should also pay her storage because I didnt charge them for sitting in productive work stall in my building for 6 days.6/25 Revdex.com Complaint.6/27 called [redacted] asked him to call me back.6/28 [redacted] called I explained the situation and asked how much he riembursed [redacted] for.He said he would call me back. 7/1 called [redacted] left V/M7/2 [redacted] called he said he paid her 224.00.I guess [redacted] forgot why she brought her car to us for repairs and the forms she signed. Itemization of the R&I's was in the estimate she had from the insurance company.The amount owed was given to her on the phone the day prior and in our note screen.The COPY of our bill was printed by me just before our meeting which is print time stamped.Why didnt she ask for her money back on her 2 previous repais as well? Forced to pay ?? oh well sorry [redacted] I guess my next question to you is if your ins co paid you $224.00 why are you asking for $450.00 ? Did you need some extra money to pay for your rental? The other shop didnt give you a loaner car to use?.Did you not save enought $$ off the other shop?(All damaged pictures & documentation are on file for review upon request)I would be happy to refund you $226.00. Happy 4th [redacted]