We are authorized to work with insurance companies and we have several times. When the vehicle listed above was dropped off at Apex Brake and Muffler we provided a courtesy vehicle at no charge to the customer, which is privately owned by our shop. There was a lot of delays when...
working with one of the insurance adjusters (Andrew) while working her insurance claim. We have notes on her invoice and emails going between us and the insurance company to get everything resolved. When the second check was cut to us by Andrew who had sent us a email verification stating we would be receiving a check in the amount of 1666.19. The check was cut on 20July2016. After we had deposited the check, the check had come back as bad. We had called the insurance company to find out what had happen. Andrew had stated there was a note on the account that the insured had called requesting a stop payment on the check on 22July2016, and that the check be written to the insured. During this time there was a core support an adjuster stated they wanted fix and asked us to go ahead and repair the core support. After receiving the request to repair the core support we started repairs on the core support and got it repaired. After the core support was repaired Andrew (adjuster) claimed he did not see where the repair was approved. I emailed him several times including giving him my personal cell phone number to try and get the issue resolved. When I emailed Andrew on 7OCT2016 stating I had not heard from him in over a week and the vehicle was done and we needed to get this issue resolved for both us and our customer. He finally replied back with another gentleman's name to respond to Dennis I[redacted]. I emailed Dennis on 11OCT2016 when I received his contact info by the 13OCT2016 I had not heard from Dennis. The 28sept2016 we had called the customer requesting she brings our shop van back, that her vehicle was done she refused to bring our van back to us. We had to go pick up our van in order to get it back which the customer still has a key for. On the 14OCT2016 I had spoke with Dennis several times and was able to get the last payment issue resolved. Dennis stated he was able to get everything approved and that he would be having the check cut by Saturday the 15th or Monday the 17th of OCT. I informed the customer I cannot release the vehicle until we have the final payment for her vehicle from the insurance company due to the customer putting a stop payment on the check in the amount of $1666.19 that was original sent to us to be cashed. Dennis stated he did not know the exact time frame we would be receiving the check due to there are several places his company cuts the checks from. Dennis stated it could be as short as 3 days or as long as a week.
Attatched is an invoice we had prepared on the 21oct2016 that the customer threw the invoice back and refused to sign after reading the final note (he did not take the time to read entire invoice) You can see all notes and calls that were recorded on the invoice. Including delays due to the insurance company, information we received from insurance company and the final bill.
-Jeff did not agree with customers actions however [redacted] was going to take the vehicle without making any payments. The only choice they gave us was they would give us the amount they received from the insurance company and not their deductible or nothing. They were threatening to take the vehicle without any payment, to receive at least partial payment for the work we had done we took the payment of $1600. Which $66.19 should have been paid to us at that time as well being it was for us from the insurance company. We explained to the customer they could pay the vehicle off in full if they wanted to pick the vehicle up. Or they could leave the vehicle with us without payment to address the three concerns they had. Never once did we request they pay in full and leave vehicle with us, but only pay in full if they were taking the vehicle with them.
-If you look in the notes regarding our shop van. The one time she did bring it in for service, it came in extremely over due on an oil change (7k), no coolant in system, and expired tabs. After realizing the amount of work that needed to be done we had to keep the van for repairs. The vehicle had developed a massive intake leak which takes several hours. On the attached pdf you will also see a note recording a conversation with Mrs. [redacted] to bring shop van back to us which she refused, causing us to go pick up our vehicle on our own, and we also returned her belongings out of our van within 1 hour of speaking with her that day.
All other concerns should be addressed by the invoice with all notes. Also on invoice you will see a print date of 21OCT2016, and attatched the check stub customer left behind showing the check amount that should have been paid in full when picking up vehicle.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
Tell us why here...Revdex.com ID #[redacted] On 6/14/17 [redacted] brought his 2004 Scion xB in and had his alternator and two belts replaced. He picked up his vehicle the next day and the invoice totaled $568.59 (INVOICE # [redacted]). A couple weeks on 07/1/17 he had returned and stating that he was hearing...
noises from the front end of his vehicle that he believed to be from the power steering. We inspected the vehicle and the technician took the vehicle for a test drive but couldn’t hear the noises the customer was referring to. We let him know that we found no issues with the power steering at this time and we also replaced the belts on his vehicle at no cost, for customer satisfaction invoiced totaled $0.00(INVOICE # [redacted]). On 7/29/17 [redacted] came back into our shop to have other recommended repairs done to his vehicle. These repairs were for replacing motor and transmission mounts, inner and outer tie rods, wheel alignment invoice totaling $1826.03 (INVOICE # [redacted]). We suggested to [redacted] on 8/3/17 when he picked up his vehicle that he should return after putting 50-100miles on the vehicle to have the suspension rechecked and realigned. On 8/5/17 [redacted] came in to our shop and had his aftermarket air filter replaced invoice totaled $110.60(INVOICE #[redacted]). On 8/12/17 [redacted] brought his vehicle back to have the vehicle rechecked and realigned as suggested on 8/3/17, invoice totaled $0.00(INVOICE #[redacted]). [redacted] came in on 10/21/17 and reported that he was hearing belt noise so we warrantied out the belts for him a second time invoice totaling $0.00(INVOICE# [redacted]). [redacted] then came back on 10/25/17 stating again that he is hearing belt noises so we warrantied the belts again for a third time. At this time the service writer explained to him that there was a TSB for the belt noise on the vehicle. We suggested calling Toyota because we would no longer be able to keep replacing the belts at no cost, and gave him a copy of the TSB (technical service bulletin) that we retrieved from our ALLDATA Softwear (Comes from the manufactures) invoice totaled $0.00 (INVOICE # 58617). [redacted] then called on 10/27/17 around pm and told our service writer that his vehicle was not idling properly and was choking itself out when he started it that morning and when he got the rpm’s up to 4000 white smoke would come out from the exhaust. He claimed that he had checked the coolant and there was no coolant in his vehicle’s reservoir or radiator because we drained it out. We informed him that we had never touched his coolant reservoir or radiator and that we only replaced the two belts but if he wanted he could bring it in for us to take a look at. He told me that it was a state requirement for mechanics to top off all fluids and it had to be our fault that his vehicle is overheating. I informed him that there is no state requirement that mechanics have to top off fluids on all vehicles. Our technician only replaced the belts and never worked on the radiator or coolant reservoir. Mr. [redacted] is claiming that he would like the money back for an invoice that was for $1826.03 that was for motor mounts, inner and outer tie rods, wheel alignment. He has never complained or came back to fix any of these repairs we completed besides the suggested re-torque and realignment that is standard. We don’t believe that this money should be refunded because the work was completed and Mr. [redacted] has not address any issues with these repairs in the last two months until he was told that we could not continue to replace his belts for free anymore. The only issues with repairs that he has come back in for is the belt noise and we replace the belts three times at no cost to Mr. [redacted]. We feel like we have gone above and beyond to help the with the belt noise that he has complained about. We feel that the belt noise is caused by the TBS issue and he should take the vehicle to the dealership to address the TSB for the belt noise. I have attached copies of the invoices every time Mr. [redacted] has had his vehicle at our shop showing the work being completed. Thank you , Apex Brake and Muffler
Complaint: [redacted]I am rejecting this response because:
This is a response in order to clarify misinformation given by Apex Brake and Muffler. When originally dropping of my vehicle to Apex, I specifically asked if they are a certified dealer with [redacted]. Andy, clearly said they are. [redacted] has confirmed that they are not and never were one of their certified dealers.
After Apex having my vehicle for 6 weeks with still no work done to it, they offered their loaner van. I had signed all paperwork requested by Apex to legally drive the vehicle while they were in possession of mine.
David H[redacted] Adjuster, called me before he visited Apex Brake and Muffler on July 7th, 2016* to inspect the vehicle that all work to be done was completed before authorizing final payment. After inspection, he told me he was completely unsatisfied and would not feel comfortable paying them directly for the poor work that was clearly seen. (pictures available) He informed me that he would be issuing a check directly to me for work that had already been done, but Apex still needed to make repairs and send further invoices to be approved. He said they are not a certified [redacted] dealer and [redacted] was not required to issue payment to them directly. David further stated that Apex should have never worked on the car since this is not their scope of work. He said Apex does not have the proper equipment to repair my vehicle correctly without outsourcing to another shop. David said he felt more comfortable if I inspected the vehicle myself before releasing payment. Never was it told to me that a check had already been cut to the shop directly for the same amount. I never requested a stop payment of any check since I knew nothing about it. This was completely between the insurance and Apex regarding that check.
On September 28th, 2016*, I was contacted by phone by Caitlyn at Apex requesting me to bring back the van for general maintenance and wanted to see when that could be done. I asked when I can pick up my car since I cannot be without a vehicle having 2 young children (one with special needs). Caitlyn said she would find out and let me know. In the meantime, I have requested several times for an itemized invoice of the work that been done to my car. Apex said they weren’t capable of emailing anything to me. I said I would try to stop by the next day to pick up a copy. I was unable to inconveniently go Apex the following day. No follow up from Caitlyn regarding any updates about my vehicle. I was waiting to hear from her, as she had said that she would call me back.
On Oct 13th, 2016* Apex came to my residence where the van was parked in my driveway. No one had called me prior to them coming, No one had even knocked on the door saying they were there taking their van back. Upon realizing the van was missing, I called the police thinking someone stole it! It had my purse, wallet, kid’s car seats and other personal and valuable items were in it still. I called Apex and Caitlyn said yes, they towed it away. She said Apex did not feel they needed to give any notification to me and that I would be able to pick up my personal belongings that would be in a box at the shop for me. I reminded her that I had no vehicle to do so. Chris from Apex came back to our house dropping off my belongings and leaving them outside in the rain until we came out to greet her.
On Oct 14th, 2016* I received a phone call from Dennis I[redacted] Agent, informing me that claim issues with Apex has been resolved and that Caitlyn was requesting an email confirmation of final payment to be sent directly to Apex. After Dennis confirmed this with me, he sent her the email stating the check would be sent directly to Apex. I called Apex to see if the vehicle was physically there for me to pick up (since many times they had moved it off location to a “storage” facility). Caitlyn informed me that now Apex has changed their position and they would not release my vehicle until they have received and cashed the check from insurance. She accused me of physically putting a stop payment on the $1666.19 check, but instead it was [redacted] that had cancelled the payment because of their faulty work. My husband and I educated her that we are unauthorized to do no such thing. It was [redacted] that made this decision and we had NO knowledge of it.
Today, Oct 15th, 2016, I called Apex Brake and Muffler at 9am to ask when I can pick up my vehicle and bring my payment to them. Caitlyn said she is waiting on Dennis from [redacted] to see if they can make their payment by credit card. I told her I wasn’t aware of insurance companies to make their claim payments by credit card. I have not heard a follow up call from Caitlyn at Apex Brake and Muffler. Their business is now closed.
This is now leaving me without a vehicle. All portions of payment that I am responsible for will be paid in full when I pick up the vehicle ($1000 deductible and $1666.19 from [redacted] that was issued to me). All other payments are directly between Apex and [redacted].
Apex Brake and Muffler is being unreasonable and unethical by withholding my vehicle from me. If they work with insurance companies, like they have stated, then they should be familiar with the payment process. We are wanting to resolve this as soon as possible and not drag this out more than is needed. Our special needs child has therapy appointments on Monday. Without a vehicle, I will not be able to get him there. We want to be completely finished with Apex Brake and Muffler.
(*) = All dates are verifiable by voice mails or documented phone conversations between parties.
Sincerely,[redacted]
Dear Revdex.com, On 03/06/18Mr. [redacted] brought his 2009 Ford Mustang to our shop to have a fuel issue repaired. His insurance company State Farm was going to be reimbursing him for the repairs and sent out an adjuster on 03/07/18. Our technician recommended replacing the fuel tank and fuel pump. Mr....
[redacted]’s insurance company did not want to pay for a fuel pump unless absolutely necessary so they instructed us to install the used fuel tank with a used fuel pump. His insurance company was advised that if the used pump did not work and needed to be replaced after the used fuel tank was installed that there would be additional labor costs to pull down the tank again and install the fuel pump.The used fuel tank was installed as requested and the pump did not work so our service manager called the insurance company and got approval to add a new fuel pump and labor.On 03/13/18 we had spoken to the customer and recommended the vapor canister to be replaced and advised the customer that his insurance might not cover the cost.He approved the replacement with the cost of $189.54. All of the repairs made to Mr. [redacted]’s vehicle were authorized by himself or his insurance company. If there is an issue with the amount that his insurance company paid him then he should contact his insurance company to discuss that. We preformed the work that was requested from him and his insurance company and kept records of when and what was approved.
Complaint: [redacted]I am rejecting this response because:
On October 20, 2016, Caitlyn called saying she received the check from [redacted] and I was told I could pick up my car. We find this to confirm the thought that we had that Caitlyn was intentionally withholding our vehicle from us as long as she could out of spite. She made such a big deal about making us wait until the insurance check was received AND cleared the bank for us to pick up our car. She has clearly changed her story and is letting us pick up the car without Apex even taking the check to the bank yet or waiting the holding time to make sure it is cleared. We find this to be very dishonest, spiteful and unprofessional. The next morning, my husband and I went to Apex Brake and Muffler with the intentions on looking over the vehicle, paying everything in full and be on our way.
We returned their keys to their shop loaner van that they stole back from our property without any notification that they were coming to tow it away. They did this secretively and carelessly. When they towed the vehicle from our possession, it still had all of our personal belongings inside (purse, wallet, baby seats, stroller, and other items). At the time they towed the vehicle, I was at home. They never even bothered to come to the door and let me know. If they did that, I would have been able to at least get my belongings from the vehicle, give them their key and avoid having to call the police (since I did not know who-at the time- stole the van from my property with my belongings). We were offered this loaner van by Apex Brake and Muffler almost 4 weeks after they had my vehicle in possession. I had signed all appropriate paperwork that was requested by Apex for me to drive the van until my vehicle was completed. There was no set amount of time that I was allowed this van, nor was any payment EVER requested for this “service”. I had taken the van back to them once in July, leaving me without a vehicle for a week – when it was told to me that it would only take a day to perform maintenance on the van. When they called me in September for me again to bring the van back for maintenance, I simply asked for an update on my vehicle so I can make appropriate arrangements. Caitlyn said she would find out and call me back. She never did. That was the last I heard from Apex about the van or my vehicle. They just came to my residence 2 weeks after that conversation to tow the van away saying I “refused” to return their van.
On October 21st, 2016 my husband and I went to Apex. We asked for the keys to start the vehicle to warm it up. After inspecting the work, we were completely dissatisfied in the workmanship. The hood was installed crooked with obvious gaps, a large scratched area where they attached the hood, no light covers on the new fog lights (that were never originally on my vehicle or authorized and has NO way of turning them on. Andy had told me that the insurance did not need to know that I did not have them from the beginning and that [redacted] would pay for it. I told him at that point that I did not want anything different from what I had originally on the vehicle – especially I did not want anything to do with the fact that Apex was fraudulently making repairs and decisions themselves without consent from me or truthfully or professionally handling a claim properly with my insurance company), front bumper was not aligned correctly (as seen from the sides where it meets the side panels) and my headlights are not shining straight (the left light projects much higher than the right). We have pictures of all of these.
After discussing the issues that we had with the repairs with Caitlyn and Jeff, the shop manager, Caitlyn said that we would need to pay in full and Apex would keep the car until the repairs were complete. This was not a satisfactory solution for us, since this would leave us again without a car for an undetermined amount of time and we would have paid in full for an incomplete job that was not done correctly. Jeff, the shop manager, agreed with us when authorizing us take our car in exchange for $1600.00 payment (leaving $1000 deductible and $66.19 left from the insurance check). He thought that was fair when considering the nature of this situation, since the repairs so far was taken much longer than ever needed, more parts needed to be ordered and he clearly saw the poor workmanship on the car. He understood that we could not be without a vehicle and he understood how we did not want to pay in full with unsatisfactory work that still needed to be completed. He stated that this was the first time that he was looking at our vehicle and he did not do the repairs himself.
Caitlyn has said several times that a stop payment on the insurance check to Apex Brake and Muffler for $1666.19 was at our request or that we stopped this payment ourselves. I need to clarify this AGAIN. We had no knowledge that a check to Apex was even sent to them. I did not know any dollar amount for the repairs since I was never given any invoices for work that was completed. (I STILL HAVE NO INVOICES ON WORK THAT HAS BEEN DONE.) It was David H[redacted], the [redacted] Adjustor that called me after he inspected the repairs to the car. It was him that said he did not feel comfortable with sending Apex Brake and Muffler any payment for their poor workmanship. He told me that they are NOT a [redacted] certified dealer and he was not obligated to pay them directly from that point further. (This was the first time that I was notified that Apex Brake and Muffler is NOT a certified [redacted] dealer, since it was Apex themselves that portrayed themselves as certified dealers with [redacted]. They never were. This was confirmed with [redacted].) He said he would feel comfortable sending me all payments since I was the [redacted] customer and that my best interest was his priority. This way I was able to inspect the vehicle repairs myself before any payments to Apex were made. I told him I appreciated this and I would look out for the check. At NO time did he say that a check was already sent to Apex. At NO time did I EVER request a stop payment on the check to Apex, nor do I even have the authorization to do such a thing! It is NOT my bank account to place stop payments. It was at the request of the [redacted] adjustor that this be done due to their poor workmanship. If Apex Brake and Muffler has any issues with payments from [redacted], it is between Apex and [redacted], not us.
We have had our vehicle since October 21st, 2016 with repairs that still need to be completed. It is now November 2, 2016 and we have had NO updates from Apex Brake and Muffler on when the repairs can be scheduled to be completed. Again, this is completely unprofessional on the attention to our repairs. We continue to wait on Apex Brake and Muffler to fix our vehicle so we can all be finished with this ridiculously handled claim.
Sincerely,[redacted]
We are authorized to work with insurance companies and we have several times. When the vehicle listed above was dropped off at Apex Brake and Muffler we provided a courtesy vehicle at no charge to the customer, which is privately owned by our shop. There was a lot of delays when...
working with one of the insurance adjusters (Andrew) while working her insurance claim. We have notes on her invoice and emails going between us and the insurance company to get everything resolved. When the second check was cut to us by Andrew who had sent us a email verification stating we would be receiving a check in the amount of 1666.19. The check was cut on 20July2016. After we had deposited the check, the check had come back as bad. We had called the insurance company to find out what had happen. Andrew had stated there was a note on the account that the insured had called requesting a stop payment on the check on 22July2016, and that the check be written to the insured. During this time there was a core support an adjuster stated they wanted fix and asked us to go ahead and repair the core support. After receiving the request to repair the core support we started repairs on the core support and got it repaired. After the core support was repaired Andrew (adjuster) claimed he did not see where the repair was approved. I emailed him several times including giving him my personal cell phone number to try and get the issue resolved. When I emailed Andrew on 7OCT2016 stating I had not heard from him in over a week and the vehicle was done and we needed to get this issue resolved for both us and our customer. He finally replied back with another gentleman's name to respond to Dennis I[redacted]. I emailed Dennis on 11OCT2016 when I received his contact info by the 13OCT2016 I had not heard from Dennis. The 28sept2016 we had called the customer requesting she brings our shop van back, that her vehicle was done she refused to bring our van back to us. We had to go pick up our van in order to get it back which the customer still has a key for. On the 14OCT2016 I had spoke with Dennis several times and was able to get the last payment issue resolved. Dennis stated he was able to get everything approved and that he would be having the check cut by Saturday the 15th or Monday the 17th of OCT. I informed the customer I cannot release the vehicle until we have the final payment for her vehicle from the insurance company due to the customer putting a stop payment on the check in the amount of $1666.19 that was original sent to us to be cashed. Dennis stated he did not know the exact time frame we would be receiving the check due to there are several places his company cuts the checks from. Dennis stated it could be as short as 3 days or as long as a week.
Attatched is an invoice we had prepared on the 21oct2016 that the customer threw the invoice back and refused to sign after reading the final note (he did not take the time to read entire invoice) You can see all notes and calls that were recorded on the invoice. Including delays due to the insurance company, information we received from insurance company and the final bill.
-Jeff did not agree with customers actions however [redacted] was going to take the vehicle without making any payments. The only choice they gave us was they would give us the amount they received from the insurance company and not their deductible or nothing. They were threatening to take the vehicle without any payment, to receive at least partial payment for the work we had done we took the payment of $1600. Which $66.19 should have been paid to us at that time as well being it was for us from the insurance company. We explained to the customer they could pay the vehicle off in full if they wanted to pick the vehicle up. Or they could leave the vehicle with us without payment to address the three concerns they had. Never once did we request they pay in full and leave vehicle with us, but only pay in full if they were taking the vehicle with them.
-If you look in the notes regarding our shop van. The one time she did bring it in for service, it came in extremely over due on an oil change (7k), no coolant in system, and expired tabs. After realizing the amount of work that needed to be done we had to keep the van for repairs. The vehicle had developed a massive intake leak which takes several hours. On the attached pdf you will also see a note recording a conversation with Mrs. [redacted] to bring shop van back to us which she refused, causing us to go pick up our vehicle on our own, and we also returned her belongings out of our van within 1 hour of speaking with her that day.
All other concerns should be addressed by the invoice with all notes. Also on invoice you will see a print date of 21OCT2016, and attatched the check stub customer left behind showing the check amount that should have been paid in full when picking up vehicle.
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]
Tell us why here...Revdex.com ID #[redacted] On 6/14/17 [redacted] brought his 2004 Scion xB in and had his alternator and two belts replaced. He picked up his vehicle the next day and the invoice totaled $568.59 (INVOICE # [redacted]). A couple weeks on 07/1/17 he had returned and stating that he was hearing...
noises from the front end of his vehicle that he believed to be from the power steering. We inspected the vehicle and the technician took the vehicle for a test drive but couldn’t hear the noises the customer was referring to. We let him know that we found no issues with the power steering at this time and we also replaced the belts on his vehicle at no cost, for customer satisfaction invoiced totaled $0.00(INVOICE # [redacted]). On 7/29/17 [redacted] came back into our shop to have other recommended repairs done to his vehicle. These repairs were for replacing motor and transmission mounts, inner and outer tie rods, wheel alignment invoice totaling $1826.03 (INVOICE # [redacted]). We suggested to [redacted] on 8/3/17 when he picked up his vehicle that he should return after putting 50-100miles on the vehicle to have the suspension rechecked and realigned. On 8/5/17 [redacted] came in to our shop and had his aftermarket air filter replaced invoice totaled $110.60(INVOICE #[redacted]). On 8/12/17 [redacted] brought his vehicle back to have the vehicle rechecked and realigned as suggested on 8/3/17, invoice totaled $0.00(INVOICE #[redacted]). [redacted] came in on 10/21/17 and reported that he was hearing belt noise so we warrantied out the belts for him a second time invoice totaling $0.00(INVOICE# [redacted]). [redacted] then came back on 10/25/17 stating again that he is hearing belt noises so we warrantied the belts again for a third time. At this time the service writer explained to him that there was a TSB for the belt noise on the vehicle. We suggested calling Toyota because we would no longer be able to keep replacing the belts at no cost, and gave him a copy of the TSB (technical service bulletin) that we retrieved from our ALLDATA Softwear (Comes from the manufactures) invoice totaled $0.00 (INVOICE # 58617). [redacted] then called on 10/27/17 around pm and told our service writer that his vehicle was not idling properly and was choking itself out when he started it that morning and when he got the rpm’s up to 4000 white smoke would come out from the exhaust. He claimed that he had checked the coolant and there was no coolant in his vehicle’s reservoir or radiator because we drained it out. We informed him that we had never touched his coolant reservoir or radiator and that we only replaced the two belts but if he wanted he could bring it in for us to take a look at. He told me that it was a state requirement for mechanics to top off all fluids and it had to be our fault that his vehicle is overheating. I informed him that there is no state requirement that mechanics have to top off fluids on all vehicles. Our technician only replaced the belts and never worked on the radiator or coolant reservoir. Mr. [redacted] is claiming that he would like the money back for an invoice that was for $1826.03 that was for motor mounts, inner and outer tie rods, wheel alignment. He has never complained or came back to fix any of these repairs we completed besides the suggested re-torque and realignment that is standard. We don’t believe that this money should be refunded because the work was completed and Mr. [redacted] has not address any issues with these repairs in the last two months until he was told that we could not continue to replace his belts for free anymore. The only issues with repairs that he has come back in for is the belt noise and we replace the belts three times at no cost to Mr. [redacted]. We feel like we have gone above and beyond to help the with the belt noise that he has complained about. We feel that the belt noise is caused by the TBS issue and he should take the vehicle to the dealership to address the TSB for the belt noise. I have attached copies of the invoices every time Mr. [redacted] has had his vehicle at our shop showing the work being completed. Thank you , Apex Brake and Muffler
Complaint: [redacted]I am rejecting this response because:
This is a response in order to clarify misinformation given by Apex Brake and Muffler. When originally dropping of my vehicle to Apex, I specifically asked if they are a certified dealer with [redacted]. Andy, clearly said they are. [redacted] has confirmed that they are not and never were one of their certified dealers.
After Apex having my vehicle for 6 weeks with still no work done to it, they offered their loaner van. I had signed all paperwork requested by Apex to legally drive the vehicle while they were in possession of mine.
David H[redacted] Adjuster, called me before he visited Apex Brake and Muffler on July 7th, 2016* to inspect the vehicle that all work to be done was completed before authorizing final payment. After inspection, he told me he was completely unsatisfied and would not feel comfortable paying them directly for the poor work that was clearly seen. (pictures available) He informed me that he would be issuing a check directly to me for work that had already been done, but Apex still needed to make repairs and send further invoices to be approved. He said they are not a certified [redacted] dealer and [redacted] was not required to issue payment to them directly. David further stated that Apex should have never worked on the car since this is not their scope of work. He said Apex does not have the proper equipment to repair my vehicle correctly without outsourcing to another shop. David said he felt more comfortable if I inspected the vehicle myself before releasing payment. Never was it told to me that a check had already been cut to the shop directly for the same amount. I never requested a stop payment of any check since I knew nothing about it. This was completely between the insurance and Apex regarding that check.
On September 28th, 2016*, I was contacted by phone by Caitlyn at Apex requesting me to bring back the van for general maintenance and wanted to see when that could be done. I asked when I can pick up my car since I cannot be without a vehicle having 2 young children (one with special needs). Caitlyn said she would find out and let me know. In the meantime, I have requested several times for an itemized invoice of the work that been done to my car. Apex said they weren’t capable of emailing anything to me. I said I would try to stop by the next day to pick up a copy. I was unable to inconveniently go Apex the following day. No follow up from Caitlyn regarding any updates about my vehicle. I was waiting to hear from her, as she had said that she would call me back.
On Oct 13th, 2016* Apex came to my residence where the van was parked in my driveway. No one had called me prior to them coming, No one had even knocked on the door saying they were there taking their van back. Upon realizing the van was missing, I called the police thinking someone stole it! It had my purse, wallet, kid’s car seats and other personal and valuable items were in it still. I called Apex and Caitlyn said yes, they towed it away. She said Apex did not feel they needed to give any notification to me and that I would be able to pick up my personal belongings that would be in a box at the shop for me. I reminded her that I had no vehicle to do so. Chris from Apex came back to our house dropping off my belongings and leaving them outside in the rain until we came out to greet her.
On Oct 14th, 2016* I received a phone call from Dennis I[redacted] Agent, informing me that claim issues with Apex has been resolved and that Caitlyn was requesting an email confirmation of final payment to be sent directly to Apex. After Dennis confirmed this with me, he sent her the email stating the check would be sent directly to Apex. I called Apex to see if the vehicle was physically there for me to pick up (since many times they had moved it off location to a “storage” facility). Caitlyn informed me that now Apex has changed their position and they would not release my vehicle until they have received and cashed the check from insurance. She accused me of physically putting a stop payment on the $1666.19 check, but instead it was [redacted] that had cancelled the payment because of their faulty work. My husband and I educated her that we are unauthorized to do no such thing. It was [redacted] that made this decision and we had NO knowledge of it.
Today, Oct 15th, 2016, I called Apex Brake and Muffler at 9am to ask when I can pick up my vehicle and bring my payment to them. Caitlyn said she is waiting on Dennis from [redacted] to see if they can make their payment by credit card. I told her I wasn’t aware of insurance companies to make their claim payments by credit card. I have not heard a follow up call from Caitlyn at Apex Brake and Muffler. Their business is now closed.
This is now leaving me without a vehicle. All portions of payment that I am responsible for will be paid in full when I pick up the vehicle ($1000 deductible and $1666.19 from [redacted] that was issued to me). All other payments are directly between Apex and [redacted].
Apex Brake and Muffler is being unreasonable and unethical by withholding my vehicle from me. If they work with insurance companies, like they have stated, then they should be familiar with the payment process. We are wanting to resolve this as soon as possible and not drag this out more than is needed. Our special needs child has therapy appointments on Monday. Without a vehicle, I will not be able to get him there. We want to be completely finished with Apex Brake and Muffler.
(*) = All dates are verifiable by voice mails or documented phone conversations between parties.
Sincerely,[redacted]
Dear Revdex.com, On 03/06/18Mr. [redacted] brought his 2009 Ford Mustang to our shop to have a fuel issue repaired. His insurance company State Farm was going to be reimbursing him for the repairs and sent out an adjuster on 03/07/18. Our technician recommended replacing the fuel tank and fuel pump. Mr....
[redacted]’s insurance company did not want to pay for a fuel pump unless absolutely necessary so they instructed us to install the used fuel tank with a used fuel pump. His insurance company was advised that if the used pump did not work and needed to be replaced after the used fuel tank was installed that there would be additional labor costs to pull down the tank again and install the fuel pump.The used fuel tank was installed as requested and the pump did not work so our service manager called the insurance company and got approval to add a new fuel pump and labor.On 03/13/18 we had spoken to the customer and recommended the vapor canister to be replaced and advised the customer that his insurance might not cover the cost.He approved the replacement with the cost of $189.54. All of the repairs made to Mr. [redacted]’s vehicle were authorized by himself or his insurance company. If there is an issue with the amount that his insurance company paid him then he should contact his insurance company to discuss that. We preformed the work that was requested from him and his insurance company and kept records of when and what was approved.
Complaint: [redacted]I am rejecting this response because:
On October 20, 2016, Caitlyn called saying she received the check from [redacted] and I was told I could pick up my car. We find this to confirm the thought that we had that Caitlyn was intentionally withholding our vehicle from us as long as she could out of spite. She made such a big deal about making us wait until the insurance check was received AND cleared the bank for us to pick up our car. She has clearly changed her story and is letting us pick up the car without Apex even taking the check to the bank yet or waiting the holding time to make sure it is cleared. We find this to be very dishonest, spiteful and unprofessional. The next morning, my husband and I went to Apex Brake and Muffler with the intentions on looking over the vehicle, paying everything in full and be on our way.
We returned their keys to their shop loaner van that they stole back from our property without any notification that they were coming to tow it away. They did this secretively and carelessly. When they towed the vehicle from our possession, it still had all of our personal belongings inside (purse, wallet, baby seats, stroller, and other items). At the time they towed the vehicle, I was at home. They never even bothered to come to the door and let me know. If they did that, I would have been able to at least get my belongings from the vehicle, give them their key and avoid having to call the police (since I did not know who-at the time- stole the van from my property with my belongings). We were offered this loaner van by Apex Brake and Muffler almost 4 weeks after they had my vehicle in possession. I had signed all appropriate paperwork that was requested by Apex for me to drive the van until my vehicle was completed. There was no set amount of time that I was allowed this van, nor was any payment EVER requested for this “service”. I had taken the van back to them once in July, leaving me without a vehicle for a week – when it was told to me that it would only take a day to perform maintenance on the van. When they called me in September for me again to bring the van back for maintenance, I simply asked for an update on my vehicle so I can make appropriate arrangements. Caitlyn said she would find out and call me back. She never did. That was the last I heard from Apex about the van or my vehicle. They just came to my residence 2 weeks after that conversation to tow the van away saying I “refused” to return their van.
On October 21st, 2016 my husband and I went to Apex. We asked for the keys to start the vehicle to warm it up. After inspecting the work, we were completely dissatisfied in the workmanship. The hood was installed crooked with obvious gaps, a large scratched area where they attached the hood, no light covers on the new fog lights (that were never originally on my vehicle or authorized and has NO way of turning them on. Andy had told me that the insurance did not need to know that I did not have them from the beginning and that [redacted] would pay for it. I told him at that point that I did not want anything different from what I had originally on the vehicle – especially I did not want anything to do with the fact that Apex was fraudulently making repairs and decisions themselves without consent from me or truthfully or professionally handling a claim properly with my insurance company), front bumper was not aligned correctly (as seen from the sides where it meets the side panels) and my headlights are not shining straight (the left light projects much higher than the right). We have pictures of all of these.
After discussing the issues that we had with the repairs with Caitlyn and Jeff, the shop manager, Caitlyn said that we would need to pay in full and Apex would keep the car until the repairs were complete. This was not a satisfactory solution for us, since this would leave us again without a car for an undetermined amount of time and we would have paid in full for an incomplete job that was not done correctly. Jeff, the shop manager, agreed with us when authorizing us take our car in exchange for $1600.00 payment (leaving $1000 deductible and $66.19 left from the insurance check). He thought that was fair when considering the nature of this situation, since the repairs so far was taken much longer than ever needed, more parts needed to be ordered and he clearly saw the poor workmanship on the car. He understood that we could not be without a vehicle and he understood how we did not want to pay in full with unsatisfactory work that still needed to be completed. He stated that this was the first time that he was looking at our vehicle and he did not do the repairs himself.
Caitlyn has said several times that a stop payment on the insurance check to Apex Brake and Muffler for $1666.19 was at our request or that we stopped this payment ourselves. I need to clarify this AGAIN. We had no knowledge that a check to Apex was even sent to them. I did not know any dollar amount for the repairs since I was never given any invoices for work that was completed. (I STILL HAVE NO INVOICES ON WORK THAT HAS BEEN DONE.) It was David H[redacted], the [redacted] Adjustor that called me after he inspected the repairs to the car. It was him that said he did not feel comfortable with sending Apex Brake and Muffler any payment for their poor workmanship. He told me that they are NOT a [redacted] certified dealer and he was not obligated to pay them directly from that point further. (This was the first time that I was notified that Apex Brake and Muffler is NOT a certified [redacted] dealer, since it was Apex themselves that portrayed themselves as certified dealers with [redacted]. They never were. This was confirmed with [redacted].) He said he would feel comfortable sending me all payments since I was the [redacted] customer and that my best interest was his priority. This way I was able to inspect the vehicle repairs myself before any payments to Apex were made. I told him I appreciated this and I would look out for the check. At NO time did he say that a check was already sent to Apex. At NO time did I EVER request a stop payment on the check to Apex, nor do I even have the authorization to do such a thing! It is NOT my bank account to place stop payments. It was at the request of the [redacted] adjustor that this be done due to their poor workmanship. If Apex Brake and Muffler has any issues with payments from [redacted], it is between Apex and [redacted], not us.
We have had our vehicle since October 21st, 2016 with repairs that still need to be completed. It is now November 2, 2016 and we have had NO updates from Apex Brake and Muffler on when the repairs can be scheduled to be completed. Again, this is completely unprofessional on the attention to our repairs. We continue to wait on Apex Brake and Muffler to fix our vehicle so we can all be finished with this ridiculously handled claim.
Sincerely,[redacted]