Initial Business Response /* (1000, 9, 2015/11/13) */
Spoke with her husband to explain that she had asked to save money/deductible at the time of repair approximately years ago so we did not replace bumperInstead We repaired bumper and painted it, and the repair failed for whatever reason
so She brought it back in for repair, we repaired it again and repainted at no cost to herWhen it happened again we told her at that time she needed to buy a new bumper and we would paint it at no cost to her because there was no more repairing the old oneShe took her vehicle to another shop and had the bumper replaced just as we told herShe contacted us wanting reimbursement for the bumper they purchased at the other shopSo her husband and I reached the agreement that a *** settlement would be paid to them satisfy her complaint and reimburse them for the cost of the bumper cover
Initial Consumer Rebuttal /* (3000, 11, 2015/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of November 26th 2015, I have not received a check for the *** that was agreed upon for a settlement in this matterWhen the agreed upon amount of *** is received from Branson Collision, I will let *** know
Final Business Response /* (4000, 15, 2015/12/10) */
The check for *** was mailed out on December 4th
Final Consumer Response /* (2000, 17, 2015/12/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 9, 2016/08/26) */
We have spoke with his insurance, [redacted], and they agreed with us that we are within the time frame based on the formula of business days verses repair hours. We find it unfair that these judgements were made against us proir to him ever...
seeing his vehicle completed. We have spoke with the customer and explained to him repairs could not start until the car arrrived, and estimate was wrote and parts were ordered and received. In short, repair did not start until 3 weeks after his accident. Per [redacted]s formula based on the repair hours on the estimate it was a 5 week repair. To further complicate matters, we ran into additional airbag components ie: seat belt pretentioners that were not visible until the airbag replacement proccess started which is always the last step in collision repair process when there is airbag deployment. Where we did fail was keeping the customer properly informed during the repair process when these delays occured. We have contacted the customer and resolved these matters sincerely.
Initial Consumer Rebuttal /* (3000, 11, 2016/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1st of all the vehicle has not been completed yet. Waiting to hear from [redacted] the owner for when it will be ready. 2nd it took them from july 5th 1st day after holiday to pick it up from other storage facility and they waited until 07/11/16 to get. Estimate was made to [redacted] and copied to us which showed parts received 7/13/16 and ready to work on so his 3 weeks time frame is off from the get go. Branson Collision said their repair completion date would be 08/05/16. Not my requested time or [redacted]s but THEIR promise date as they call it. My insurance agent at [redacted] was informed when she called [redacted] that all the parts were in and ready to go when I requested agents help on 8/2/16 after [redacted] told me it wouldnt be ready. The date was then pushed back to 8/8/16 and then pushed back again to 8/17/16 and when I called 8/17/16 I was told it STILL wasnt ready. I received a call from [redacted] the owner on 8/18/16 who said he would handle from here with a new promise date of 8/23/16 and he would keep me informed. I texted [redacted] on 8/24/16 after hearing no word from him and he told me it was going to the dealer for airbag programming and he would let me know when it would be back. He did finally text me on 8/25/16 and said it was back and done and they would buff and detail, align and drive and he would get with me early afternoon today 08/26/16 for pick up info. Still no word today as of 3:15pm and we are scheduled to pick up in Branson Saturday morning pending word from them. So accident on 7/2/16. Sent to storage lot that day. We went to storage lot on 7/3/16 for a verbal release to Branson Collision per [redacted] request. They got vehicle on 7/11/16 9 days after accident and gave us a start date of 7/13/16 with a promise date of 8/5/16 which would be 25 repair days and then extended an additional 3 days to 8/8/16 and then an additional 9 days to 8/17/16 and then an additional 6 days to 8/23/16 and here we are at 3 additional days and still no confirmation of completion as of 8/26/16.
So to recap we have received 1 phone call from the owner, I text from the owner.
9 days for tow to their shop and estimate
2 days for parts
46 days and counting for completion
57 total days and counting
[redacted] did apologize for their lack of communication and said they have been extremely busy and trying to stay caught up.
almost 60 days for total completion is excessive and if it was that bad then maybe they should have totaled it. I have missed rental days on my rental unit in Branson, made numerous plans to pick up vehicle to just keep being pushed back, incurred excessive rental car days, made 2 car payments without use of my vehicle and basically been told lack of communication is really the only thing they have done wrong. I work as a Service Director at a dealership so I try to be as patient as I can be but this experience has been in excusable and I now regret having taken my vehicle to a [redacted] select Body shop and should have had it towed the 5.5 hrs back to my own dealership for repair. I appreciate your help in this matter.
Final Consumer Response /* (4200, 22, 2016/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After all the issues [redacted] sent out an adjuster and he found an additional $[redacted] in repairs missed by the Branson Collision Center along with the frame bowed in from BCC incorrect frame repair, a bad left frt wheel hub, one of the parts they installed actually GLUED on in back and they cut it to make it look like it fit properly, along with the wind noise from the frame being bent, the missed the headliner and steering wheel that were damaged in the accident and failed to replace the damahed rear qtr upper trim, incorrectly lined frt and rear qtr panels. After all of this [redacted] has had to total the vehicle and is looking at not having Branson Collision as a future select [redacted] body shop. They are unprofessional, do not keep their customers informed, took way longer than necessary, gave us the car back with improper and missing repairs and committed fraud by saying it was done and had been test driven and it was ok to take. I dont see how they possibly can be a positive part of the Revdex.com after this type of concern. I had told the owner [redacted] if he got the car done that Saturday that we picked it up and there were no issues that I would drop this complaint but obviously they didn't hold up their end of the deal !!!
Final Business Response /* (4000, 19, 2016/09/19) */
We have taken care of this matter and have done everything we can to resolve it.
Initial Business Response /* (1000, 12, 2015/12/15) */
Due to unforeseen hidden damage after disassembly of most collision repairs or availability of parts we cannot guarantee delivery dates of repaired vehicles. At time of delivery, we apologized for the lack of communication of the scheduled...
time he came in for his original estimate and there were other customers in the lobby we were trying to service at the same time. But when Mr. [redacted] came to pick up his vehicle he never complained about our bodywork nor did he say anything about having to pay his deductible. We feel that we have done everything we can to satisfy him as we have our other customers and feel at this time we do not owe Mr. [redacted] for satisfactory work done. The deductible is nonrefundable because it is a part of your insurance payment.
Initial Business Response /* (1000, 9, 2015/11/13) */
Spoke with her husband to explain that she had asked to save money/deductible at the time of repair approximately years ago so we did not replace bumperInstead We repaired bumper and painted it, and the repair failed for whatever reason
so She brought it back in for repair, we repaired it again and repainted at no cost to herWhen it happened again we told her at that time she needed to buy a new bumper and we would paint it at no cost to her because there was no more repairing the old oneShe took her vehicle to another shop and had the bumper replaced just as we told herShe contacted us wanting reimbursement for the bumper they purchased at the other shopSo her husband and I reached the agreement that a *** settlement would be paid to them satisfy her complaint and reimburse them for the cost of the bumper cover
Initial Consumer Rebuttal /* (3000, 11, 2015/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As of November 26th 2015, I have not received a check for the *** that was agreed upon for a settlement in this matterWhen the agreed upon amount of *** is received from Branson Collision, I will let *** know
Final Business Response /* (4000, 15, 2015/12/10) */
The check for *** was mailed out on December 4th
Final Consumer Response /* (2000, 17, 2015/12/20) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 9, 2016/08/26) */
We have spoke with his insurance, [redacted], and they agreed with us that we are within the time frame based on the formula of business days verses repair hours. We find it unfair that these judgements were made against us proir to him ever...
seeing his vehicle completed. We have spoke with the customer and explained to him repairs could not start until the car arrrived, and estimate was wrote and parts were ordered and received. In short, repair did not start until 3 weeks after his accident. Per [redacted]s formula based on the repair hours on the estimate it was a 5 week repair. To further complicate matters, we ran into additional airbag components ie: seat belt pretentioners that were not visible until the airbag replacement proccess started which is always the last step in collision repair process when there is airbag deployment. Where we did fail was keeping the customer properly informed during the repair process when these delays occured. We have contacted the customer and resolved these matters sincerely.
Initial Consumer Rebuttal /* (3000, 11, 2016/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1st of all the vehicle has not been completed yet. Waiting to hear from [redacted] the owner for when it will be ready. 2nd it took them from july 5th 1st day after holiday to pick it up from other storage facility and they waited until 07/11/16 to get. Estimate was made to [redacted] and copied to us which showed parts received 7/13/16 and ready to work on so his 3 weeks time frame is off from the get go. Branson Collision said their repair completion date would be 08/05/16. Not my requested time or [redacted]s but THEIR promise date as they call it. My insurance agent at [redacted] was informed when she called [redacted] that all the parts were in and ready to go when I requested agents help on 8/2/16 after [redacted] told me it wouldnt be ready. The date was then pushed back to 8/8/16 and then pushed back again to 8/17/16 and when I called 8/17/16 I was told it STILL wasnt ready. I received a call from [redacted] the owner on 8/18/16 who said he would handle from here with a new promise date of 8/23/16 and he would keep me informed. I texted [redacted] on 8/24/16 after hearing no word from him and he told me it was going to the dealer for airbag programming and he would let me know when it would be back. He did finally text me on 8/25/16 and said it was back and done and they would buff and detail, align and drive and he would get with me early afternoon today 08/26/16 for pick up info. Still no word today as of 3:15pm and we are scheduled to pick up in Branson Saturday morning pending word from them. So accident on 7/2/16. Sent to storage lot that day. We went to storage lot on 7/3/16 for a verbal release to Branson Collision per [redacted] request. They got vehicle on 7/11/16 9 days after accident and gave us a start date of 7/13/16 with a promise date of 8/5/16 which would be 25 repair days and then extended an additional 3 days to 8/8/16 and then an additional 9 days to 8/17/16 and then an additional 6 days to 8/23/16 and here we are at 3 additional days and still no confirmation of completion as of 8/26/16.
So to recap we have received 1 phone call from the owner, I text from the owner.
9 days for tow to their shop and estimate
2 days for parts
46 days and counting for completion
57 total days and counting
[redacted] did apologize for their lack of communication and said they have been extremely busy and trying to stay caught up.
almost 60 days for total completion is excessive and if it was that bad then maybe they should have totaled it. I have missed rental days on my rental unit in Branson, made numerous plans to pick up vehicle to just keep being pushed back, incurred excessive rental car days, made 2 car payments without use of my vehicle and basically been told lack of communication is really the only thing they have done wrong. I work as a Service Director at a dealership so I try to be as patient as I can be but this experience has been in excusable and I now regret having taken my vehicle to a [redacted] select Body shop and should have had it towed the 5.5 hrs back to my own dealership for repair. I appreciate your help in this matter.
Final Consumer Response /* (4200, 22, 2016/09/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After all the issues [redacted] sent out an adjuster and he found an additional $[redacted] in repairs missed by the Branson Collision Center along with the frame bowed in from BCC incorrect frame repair, a bad left frt wheel hub, one of the parts they installed actually GLUED on in back and they cut it to make it look like it fit properly, along with the wind noise from the frame being bent, the missed the headliner and steering wheel that were damaged in the accident and failed to replace the damahed rear qtr upper trim, incorrectly lined frt and rear qtr panels. After all of this [redacted] has had to total the vehicle and is looking at not having Branson Collision as a future select [redacted] body shop. They are unprofessional, do not keep their customers informed, took way longer than necessary, gave us the car back with improper and missing repairs and committed fraud by saying it was done and had been test driven and it was ok to take. I dont see how they possibly can be a positive part of the Revdex.com after this type of concern. I had told the owner [redacted] if he got the car done that Saturday that we picked it up and there were no issues that I would drop this complaint but obviously they didn't hold up their end of the deal !!!
Final Business Response /* (4000, 19, 2016/09/19) */
We have taken care of this matter and have done everything we can to resolve it.
Initial Business Response /* (1000, 12, 2015/12/15) */
Due to unforeseen hidden damage after disassembly of most collision repairs or availability of parts we cannot guarantee delivery dates of repaired vehicles. At time of delivery, we apologized for the lack of communication of the scheduled...
time he came in for his original estimate and there were other customers in the lobby we were trying to service at the same time. But when Mr. [redacted] came to pick up his vehicle he never complained about our bodywork nor did he say anything about having to pay his deductible. We feel that we have done everything we can to satisfy him as we have our other customers and feel at this time we do not owe Mr. [redacted] for satisfactory work done. The deductible is nonrefundable because it is a part of your insurance payment.