[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me to a certain extent I would like them to contact me directly since I am the one that has filed the complaint to discuss the partial reimbursement of the deductible that I ultimately paid for *** ***. Her phone is still out of service so I may be reached at my home phone number in the evening at ###-###-#### if there is no answer then a message may be left for me on the answering machine. Or I may be reached at my place of employment at ###-###-#### pressing and asking for me by name. I am at work mon thru fri 7-4pm. I don't dispute the length of time for the repairs but it was the matter in which we were dealt with and I don't believe all the details that were kept outlined were entirely correct. We could go round and round on these. I would like to be reimbursed in partial for the deductible regardless if it was set by me when my policy was drawn initially. I also believe that this place of business needs to update its customer courtesies as well as update their payment systems that they have rather than leaving a check made to them and trusting that their customers will make good on their payments. I felt like I had no choice on the day the car was retrieved and was backed into a corner. I felt very uneasy about the whole situation now that it is done I am very glad and very pleased that I wont be doing business with this company. Please contact me as soon as possible so that it can be resolved in full.
Regards, *** ***
I am writing to express my concerns over Mrs. [redacted]’s complaint. I am sorry that my team and I caused frustration and customer service issues to Mrs. [redacted]. My team and I are glad to write a written apology to Mrs. Julie [redacted] and Miss [redacted]. I am also...
willing to discuss a partial reimbursement of Miss [redacted]’s deductible for her frustration.After reading the complaint from Mrs. [redacted] I was surprised at some of the accusations and concerns. I would like to clarify some of the items in an attempt to resolve Mrs. [redacted]’s complaint. It has always been my priority to provide world class service to my customers. The first part of the complaint I would like to address is the repair time frame. Mrs. [redacted] sated it was expected to be a two month repair and ended up taking three months. Next, I will discuss the deductableobligation and payment options that we offer. Finally, I will review the rental car discrepancy.Miss [redacted]’s vehicle received extensive damage from a collision. The estimator assigned to the repair was [redacted]. [redacted] did inform Miss [redacted] that the repair would be a very long repair and probably about two months. [redacted] also informed Miss [redacted] that we would be happy to repair her vehicle, but that it was a possible total loss. [redacted] also discussed that if the vehicle is deemed repairable by the insurance company we would cover any rental fees that was not covered by the insurance company due to the length of repair while the vehicle is being repaired. Due to our commitment to customer service and obligations to insurance companies it is necessary for us to keep extensive notes during the repair process. Listed below is a timeline of the repair process. This timeline is documented both electronically and in the customer file. 9-18-14 Vehicle dropped off9-23-14 Insurance company wrote preliminary estimate9-24-14 Authorization from insurance company to disassemble vehicle.9-27-14 Insurance company wrote supplemental estimate and gave authorization for shop to proceed. Insurance company gave threshold amount of $12,048.0010-3-14 Parts received and repairs started.11-21-14 Email sentto [redacted] to advise vehicle is completed. Phone number on file was out of service.11-26-14 [redacted] left a voice mail on secondary number on file. Reviewed vehicle was completed and deductable obligation. Also stated shop would only cover rental through 11-28-14 due to repairs being completed.11-26-14 [redacted] called and LVM for Herb [redacted], [redacted]s grandpa and previous customer requesting another number for [redacted]. 11-26-14 [redacted] called Mrs. Julie O vermin on number provided by insurance company. [redacted] advised Mrs. [redacted] that [redacted]’s vehicle was completed. [redacted] also discussed deductible obligation and that shop would only cover rental through 11-28-14. Mrs. [redacted]stated that she would advise [redacted] that her vehicle is completed. Mrs. [redacted] also stated to [redacted] that she would not be paying [redacted]s’s deductible and would not giveher a check or checks to post date.11-28-14 Miss [redacted] came to pick up her vehicle. She did not bring money for her deductible. She spent 30 -45 minutes on the shop phone calling people for assistance with her deductible. [redacted] advised that shecould post date several checks and leave them all at the shop and we will deposit them on the date set by Miss [redacted]. Miss [redacted] said that she did not have any checks. At no time did [redacted] or anyone request that she leave blank checks.Miss [redacted] left in the rental. [redacted] called to see if vehicle returned. [redacted] advised that the customer left in the rental vehicle. A representative called Miss [redacted] to advise her rental is no longer covered and that she will have to put a credit card on file or return the vehicle. If she decided not to return the vehicle it would be reported stolen.11-28-14 Mrs. [redacted] called the shop and asked for manager. She expressed her concern with me and also stated that she was not happy with [redacted]. I offered a few more days of rental coverage until Miss [redacted] cold figure something out with her deductible. Mrs. [redacted] declined and paid the deductible.11-28-14 Miss [redacted] return to retrieve her vehicle.Based on the timeline Miss [redacted]’s vehicle was completed around the two month time frame. It was less than two months from the time we were able to start repairs. I understand this can be confusing for customers, but it is necessary for the shop to receive the proper authorizations before repairs can begin. I do agree that the repairs were extensive and even at the two month mark that I to long for a vehicle to be repaired. That is why we offer to cover rental fees after the standard 30 days allotted time frame by most insurance companies. My company paid $940.17 to Enterprise because of the length of repair.Next would like to discuss the deductible obligation. Deductibles are chosen by customers when they choose their policy. Their premium are adjusted based on what deductible they choose. Anytime someone has an accident and the estimate is over the deductible amount the customer is required to pay the deductible unless the customer is a claimant. The deductible amount is listed on the insurance estimate. The deductible with the customer. It is very similar to deductible for health insurance.Unfortunately it is the shops responsibility to collect the deductible. When vehicles are repaired properly per the estimate there is no room to save or waive the deductibles. The only way a customer can save or not pay their deductible is to not have something fixed or repaired per the estimate. I understand it can be hard for customers to cover their deductible so in the past I have let customers post-date checks weekly or bi-weekly to help offset the burden. I have let the customer do an amount that is obtainable and even have let them stretch it out over a couple of months, However, I do require that we have the checks when the vehicle is delivered to avoid awkward collection phone calls. We have never requested that someone leave a blank check.Finally I would like to discuss the rental car discrepancy. After reading the complaint I felt that Mrs. [redacted] was accusing me of not giving her daughter anytime to get her deductible together. She stated “today 11/29 or nothing”. That is not the case, Miss [redacted]’s vehicle sat for seven days before it was delivered. [redacted] made several attempts to contact Miss [redacted] to advise the vehicle was ready. Mrs. [redacted] was notified on 11-26-14 that [redacted]’s vehicle was ready two days before Miss Thursdton came to retrieve her vehicle. Even after Miss [redacted] attempted to retrieve the vehicle on the seventh day I offered to extend her rental for a few more days.I do agree that a two month repair is too long. It is hard for customers to do without their vehicle that long. [redacted] advised the customer upfront that we would take two months due to scheduling and the complexity of the repair. She also stated that we would cover the rental car bill after Miss [redacted]s reaches the max allowed by the insurance company. In addition I covered seven days while Miss [redacted] was trying to get her deductible together.Although I do not feel that all the accusations by Mrs. [redacted] are warranted, I do want to try to resolve all customer concerns. My team and I would be happy to write both Mrs. [redacted] and Miss [redacted] a written apology. I also would be happy to discuss a possible partial deductible reimbursement with Miss [redacted]. Sincerely Yours,[redacted]Single MemberAirport Industries LLCDBA Airport Paint and Body###-###-####See attached for original.
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me to a certain extent I would like them to contact me directly since I am the one that has filed the complaint to discuss the partial reimbursement of the deductible that I ultimately paid for *** ***. Her phone is still out of service so I may be reached at my home phone number in the evening at ###-###-#### if there is no answer then a message may be left for me on the answering machine. Or I may be reached at my place of employment at ###-###-#### pressing and asking for me by name. I am at work mon thru fri 7-4pm. I don't dispute the length of time for the repairs but it was the matter in which we were dealt with and I don't believe all the details that were kept outlined were entirely correct. We could go round and round on these. I would like to be reimbursed in partial for the deductible regardless if it was set by me when my policy was drawn initially. I also believe that this place of business needs to update its customer courtesies as well as update their payment systems that they have rather than leaving a check made to them and trusting that their customers will make good on their payments. I felt like I had no choice on the day the car was retrieved and was backed into a corner. I felt very uneasy about the whole situation now that it is done I am very glad and very pleased that I wont be doing business with this company. Please contact me as soon as possible so that it can be resolved in full.
Regards, *** ***
I am writing to express my concerns over Mrs. [redacted]’s complaint. I am sorry that my team and I caused frustration and customer service issues to Mrs. [redacted]. My team and I are glad to write a written apology to Mrs. Julie [redacted] and Miss [redacted]. I am also...
willing to discuss a partial reimbursement of Miss [redacted]’s deductible for her frustration.After reading the complaint from Mrs. [redacted] I was surprised at some of the accusations and concerns. I would like to clarify some of the items in an attempt to resolve Mrs. [redacted]’s complaint. It has always been my priority to provide world class service to my customers. The first part of the complaint I would like to address is the repair time frame. Mrs. [redacted] sated it was expected to be a two month repair and ended up taking three months. Next, I will discuss the deductableobligation and payment options that we offer. Finally, I will review the rental car discrepancy.Miss [redacted]’s vehicle received extensive damage from a collision. The estimator assigned to the repair was [redacted]. [redacted] did inform Miss [redacted] that the repair would be a very long repair and probably about two months. [redacted] also informed Miss [redacted] that we would be happy to repair her vehicle, but that it was a possible total loss. [redacted] also discussed that if the vehicle is deemed repairable by the insurance company we would cover any rental fees that was not covered by the insurance company due to the length of repair while the vehicle is being repaired. Due to our commitment to customer service and obligations to insurance companies it is necessary for us to keep extensive notes during the repair process. Listed below is a timeline of the repair process. This timeline is documented both electronically and in the customer file. 9-18-14 Vehicle dropped off9-23-14 Insurance company wrote preliminary estimate9-24-14 Authorization from insurance company to disassemble vehicle.9-27-14 Insurance company wrote supplemental estimate and gave authorization for shop to proceed. Insurance company gave threshold amount of $12,048.0010-3-14 Parts received and repairs started.11-21-14 Email sentto [redacted] to advise vehicle is completed. Phone number on file was out of service.11-26-14 [redacted] left a voice mail on secondary number on file. Reviewed vehicle was completed and deductable obligation. Also stated shop would only cover rental through 11-28-14 due to repairs being completed.11-26-14 [redacted] called and LVM for Herb [redacted], [redacted]s grandpa and previous customer requesting another number for [redacted]. 11-26-14 [redacted] called Mrs. Julie O vermin on number provided by insurance company. [redacted] advised Mrs. [redacted] that [redacted]’s vehicle was completed. [redacted] also discussed deductible obligation and that shop would only cover rental through 11-28-14. Mrs. [redacted]stated that she would advise [redacted] that her vehicle is completed. Mrs. [redacted] also stated to [redacted] that she would not be paying [redacted]s’s deductible and would not giveher a check or checks to post date.11-28-14 Miss [redacted] came to pick up her vehicle. She did not bring money for her deductible. She spent 30 -45 minutes on the shop phone calling people for assistance with her deductible. [redacted] advised that shecould post date several checks and leave them all at the shop and we will deposit them on the date set by Miss [redacted]. Miss [redacted] said that she did not have any checks. At no time did [redacted] or anyone request that she leave blank checks.Miss [redacted] left in the rental. [redacted] called to see if vehicle returned. [redacted] advised that the customer left in the rental vehicle. A representative called Miss [redacted] to advise her rental is no longer covered and that she will have to put a credit card on file or return the vehicle. If she decided not to return the vehicle it would be reported stolen.11-28-14 Mrs. [redacted] called the shop and asked for manager. She expressed her concern with me and also stated that she was not happy with [redacted]. I offered a few more days of rental coverage until Miss [redacted] cold figure something out with her deductible. Mrs. [redacted] declined and paid the deductible.11-28-14 Miss [redacted] return to retrieve her vehicle.Based on the timeline Miss [redacted]’s vehicle was completed around the two month time frame. It was less than two months from the time we were able to start repairs. I understand this can be confusing for customers, but it is necessary for the shop to receive the proper authorizations before repairs can begin. I do agree that the repairs were extensive and even at the two month mark that I to long for a vehicle to be repaired. That is why we offer to cover rental fees after the standard 30 days allotted time frame by most insurance companies. My company paid $940.17 to Enterprise because of the length of repair.Next would like to discuss the deductible obligation. Deductibles are chosen by customers when they choose their policy. Their premium are adjusted based on what deductible they choose. Anytime someone has an accident and the estimate is over the deductible amount the customer is required to pay the deductible unless the customer is a claimant. The deductible amount is listed on the insurance estimate. The deductible with the customer. It is very similar to deductible for health insurance.Unfortunately it is the shops responsibility to collect the deductible. When vehicles are repaired properly per the estimate there is no room to save or waive the deductibles. The only way a customer can save or not pay their deductible is to not have something fixed or repaired per the estimate. I understand it can be hard for customers to cover their deductible so in the past I have let customers post-date checks weekly or bi-weekly to help offset the burden. I have let the customer do an amount that is obtainable and even have let them stretch it out over a couple of months, However, I do require that we have the checks when the vehicle is delivered to avoid awkward collection phone calls. We have never requested that someone leave a blank check.Finally I would like to discuss the rental car discrepancy. After reading the complaint I felt that Mrs. [redacted] was accusing me of not giving her daughter anytime to get her deductible together. She stated “today 11/29 or nothing”. That is not the case, Miss [redacted]’s vehicle sat for seven days before it was delivered. [redacted] made several attempts to contact Miss [redacted] to advise the vehicle was ready. Mrs. [redacted] was notified on 11-26-14 that [redacted]’s vehicle was ready two days before Miss Thursdton came to retrieve her vehicle. Even after Miss [redacted] attempted to retrieve the vehicle on the seventh day I offered to extend her rental for a few more days.I do agree that a two month repair is too long. It is hard for customers to do without their vehicle that long. [redacted] advised the customer upfront that we would take two months due to scheduling and the complexity of the repair. She also stated that we would cover the rental car bill after Miss [redacted]s reaches the max allowed by the insurance company. In addition I covered seven days while Miss [redacted] was trying to get her deductible together.Although I do not feel that all the accusations by Mrs. [redacted] are warranted, I do want to try to resolve all customer concerns. My team and I would be happy to write both Mrs. [redacted] and Miss [redacted] a written apology. I also would be happy to discuss a possible partial deductible reimbursement with Miss [redacted]. Sincerely Yours,[redacted]Single MemberAirport Industries LLCDBA Airport Paint and Body###-###-####See attached for original.