Al's Custom Collision Shop

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Mrs*** stated the company called only one time once the vehicle was fixedShes unhappy about the storage fee they charged her but is going to let it go and never do service with the company againBecause they didn't charge her *** a storage fee when they got their car fixed there.Regards,*** ***

To Whom It May Concern:Case ***11/14/16: Customer Dropped their car at our repair shop for repairs.11/14/16: Once car was in for repairs there was additional damage found and shop called insurance company to request a supplementReceived no answer and a message was left.11/16/16: 2nd message
left for insurance company for supplement request with no response from insurance company.11/21/Finally received response that adjuster would be out tomorrow to look at supplement damage.11/22/Provided with Supplement estimate from insurance company.12/1/Left message for customer at 8am that car was completeCustomer called back shortly after and stated that she had an insurance check made out to herself, us (the repair shop), and the lien holder of the vehicleShop informed her that car can not be picked up with that check and that lien holder has to sign off on itShe stated she would overnight it to them and she was made aware that storage begins on the car days after completion of repairsThis notice is also posted in our lobby at drop off counterMs.*** stated ok and that was the end of the conversation.Mrs.*** and Mr.*** both called multiple times between then and 12/13/to see if shop had received check back from lienholder yet.12/8/The lienholder called shop and requested that the final estimate be emailed to them and the shop emailed that on the same day of 12/8/to the lienholder.12/13/Customer called and stated that she had contacted *** and was told that the check was signed for by ***Shop informed customer that we did not have check, nor had we signed for anything and that is not the initials of anyone at the repair facility.At 11:30am *** delivered check to shop and customer was immediately called and left a messageCustomer did not answer phoneA follow up message was again left for customer at 4:08pm.12/14/At 8am Mrs.*** called and asked what was amount owed to pick up carShe was informed that as of today it was $*** storage and their deductible of $***She said ok and stated she was calling insurance company since it was their fault by putting a lien holder on check and making them pay storage.12/15/At 8:00am Mrs.*** called shop screaming that they were never told car was ready, never got any calls from us and that it was shops fault the check was delayedStated that shop spoke to lienholder on 12/8/and knew check was coming overnight(shop did speak to lienholder and provide the requested info) Shop did not get pmt til 12/13/The shop repeal explained the policy to customer and she continued to scream not letting shop speak and proceeded to tell the shop that we were just doing this to her because we were racist and wouldn't do this to white people At that time the shop told Mrs.*** that its the shop policy, we would not be screamed at and were hanging up the phone.Later that morning, Mr.*** came in to shop with a very respectful tone wanting to resolve mattersApologized for his wife's actions and the shop explained policy to him and he kindly said he was going to see what he could work out to get vehicle picked up and get back to usThe shop honor agreed to drop the storage to $*** if the vehicle was picked up by 5pm that day and Mr.*** was very thankful and in fact came shortly after with payment and picked up the car.Customer states in her complaint that storage was $***The amount was never $*** and shop did not include the first weekend days in the amount and allowed customer the 1st days with no storage charges.-- Jamie R***
***Al's Custom CollisionKings Hwy.King George, VA22485*** OFC*** FAX

To Whom It May Concern:*** *** contacted our office to schedule repairs for his vehicleWhen we spoke initially he informed our office that he had an estimate already from *** *** ***The estimate was written via the customer sending photos to *** ***The shop
informed Mr.*** then that most likely the estimate was not accurate, but once he dropped car off to us, we would inspect the vehicle and send to insurance for supplemental damageThe customer also was very adamant how the accident was not his fault and he would pursue the *** *** to the fullest to pay to paint his entire carThe shop explained that it would be a matter between him and the *** ***, however they only repair the damaged areas. After shop received car and did a tear down and was able to write an accurate estimate the actual repair costs were $***.**The *** *** initially estimated $*** via a picture estimateThe shop emailed the supplement request and photos to *** on 2/13/and also called customer to let him know that it was up to the *** *** but that most likely car would be a total loss and that the insurance should be in touch with him soon or he could follow up with themMr*** contact shop either 2/or 2/to say that *** says they did not have estimate from the shopHe was advised that Jamie was out sick but that it would be sent to them againThe same information was again sent to *** on 2/19/18.*** contacted our facility on 2/20/to confirm that vehicle was total loss.*** contacted shop on 2/23/to obtain the charges on vehicle. Copart Salvage company contacted shop to obtain charges to pick up car for salvage.Customer came to shop on 2/27/to clean his belonging and remove tags from car.Copart paid charges owed and picked up car for salvage on 2/28/18.Most repair shops charge a storage fee for storing the vehicle from day one car arrives if vehicles become unrepairable or if shop completes repairs and customer doesn't pickup then storage begins days after completionShops also charge an administrative feeInsurance companies request shops to complete a tear down of car to perform accurate estimate and then if car totals the *** *** pays the tear down labor hours.Charges to *** *** were as follows:Hrs labor tear down of car $**Admin Fee $***days storage @$** per day-- Jamie T***Al's Custom Collision*** *** Hwy.*** ***, VA***-***-*** OFC***-***-*** FAX