BEITER BUSINESS BUREAUATIN: [redacted]VIA FAX [redacted] & EMAIL [redacted]
CASE# [redacted]
April 6, 2015
RESPONSE:Initially Mrs. [redacted] had stopped by for estimate to repair her vehicle. Our estimator[redacted] had informed...
her that [redacted] was not recognized by our estimating system & thatrepairing through her insurance co. in which we are contracted "[redacted]" would be theeasiest way to get repairs done. [redacted] explained to her that any changes to the estimatefrom [redacted] would require us to stop & wait for [redacted] Insurance authorization/approval. A supplement was submitted to [redacted] via third patty "Appraisal company"three days after initial drop off. Authorization from [redacted] was not received until Fridaythe following week. Auto Body Excellence had to leave messages with [redacted]to find out if supplement was received & approved. Our supplement was approved butnever conveyed to our shop! A second supplement was also processed via thirdparty. [redacted] required us to us a used door. The used door components needed forrepairs & would not work; this required additional approval from [redacted] again, whichdid not respond to our shop to let us know to proceed. Normally, an insurancecompanies will fax or e-mail approval to let the repair shop know to go ahead. In bothinstances [redacted] just cut checks for the requested amount without notifying shop theyhad approved our additional work (supplements). Auto Body Excellence had to acquireadditional parts from dealer. Parts needed to comple~e repairs had to be ordered fromVolvo, and our shop was at the mercy of when the 11vendorn could provide them.Mrs. [redacted] also authorized our shop to do repairs to her vehicle not cover by claim.Those repairs were an additional $300.00 Auto Body Excellence did not charge her anddid the repairs as a good will gesture due to frustrations caused by Insurance delays.
After we delivered the vehicle to Mrs. [redacted] a component not replaced during therepair had failed in the door. Auto Body Excellence authorized the Volvo dealer torepalr. Auto Body Excellence forwent waiting for insurance approval to expedite therepairs as quickly as possible. At this time, Auto Body Excellence is still waiting for[redacted] insurance to cover the additional charges incurred by dealer.
Christine, if you have any questions please contact us [redacted]/General Martager [redacted]/Estimator [redacted]
Revdex.com
ATTN: [redacted]
VIA FAX [redacted] & EMAIL [redacted]
CASE# [redacted]
April 28, 2015
REBUTTAL RESPONSE:
We would like to address the three complaints mentioned in Ms. [redacted]’s complaint.
Ms. [redacted] states, “used masking tape to hold parts together”. The body technician was under pressure because we were under pressure from Ms. [redacted] to get her repair completed. The body technician used tape on the foam liner that keeps the air out of the car. The technician did not follow the procedure to make the GM aware he’d done so. If he’d made the GM aware, we would have contacted Ms. [redacted] and made her aware we’d have to contact [redacted] Insurance for an additional cost. After reviewing Ms. [redacted] complaint, Auto Body Excellence terminated the body technician that worked on Ms. [redacted]’s Volvo.
Ms. [redacted] states, “when I took my car out of their collision shop I noticed rattling notices in the door. I immediately drove my car to the Volvo dealer.” Ms. [redacted]’s husband had called the GM ([redacted]) and told him the car needed to be done ASAP because the warranty was up, and they wanted to take it to the Volvo dealer for a check-up as soon as it was done. When Volvo contacted Auto Body Excellence, we immediately authorized Volvo to tighten the bolt on the window track and replace the inner foam (that our body technician had taped). We could have told Volvo we needed to contact [redacted] Insurance for the additional cost. We wanted to make a bad situation the best we could for Ms. [redacted], so we did not delay.
Ms. [redacted] said Auto Body Excellence lied to her. [redacted] her initial Auto Body Excellence contact, had advised her not to use [redacted] Insurance because it would take much longer than her insurance/[redacted]; Auto Body Excellence is one of [redacted] COD shops/Circle Of Dependability. Ms. [redacted] did not want to pay her deductible and have [redacted] reimburse her. The delay came from three factors Auto Body Excellence does not have control of: [redacted] Insurance procedures/[redacted] required us to use a used door that needed repairs/parts had to come directly from Volvo Depot and could not be picked up. All of this had been disclosed Ms. [redacted] up front.
Ms. [redacted] states a couple of times in her rebuttal, “she’d been happy to pay out of pocket”. I don’t believe this is the truth. I don’t doubt she had the ability to pay. Even before Ms. [redacted] had seen her car she was asking for monies to be deducted from her repair order. Next, Ms. [redacted] showed up in [redacted]’s (GM) office when her car was late and asked what he could do for her; she wanted her (customer pay) portion for free ($300.00). [redacted] explained he couldn’t do that, but he’d take $150.00 off. Ms. [redacted] then wanted [redacted] to sign if the car wasn’t done the following Mondayshe’d get the $300.00 off. [redacted] signed not knowing the repair needed parts that had to come from Volvo Depot and could not be picked up. [redacted] called Ms. [redacted] to inform her the car would not be ready because of the parts delay from Volvo Depot and we could not control that. Auto Body Excellence did not deliver as planned, so [redacted] (GM) gave her the total $300.00 for her inconvenience. [redacted] kept his word. Ms. [redacted] paid zero for her extra work (not in the insurance claim).
Parts delay is common in the collision repair business. We work with all insurance companies, but we do not have the same relationships with all.
Auto Body Excellence prides ourselves on serving the Poway area in the same location with the same owner for nearly thirty years. Auto Body Excellence does not lie, and doesn’t have complaints or bad surveys. That’s why we are the preferred repair facility for: 21st Insurance, Allstate, Ameriprise, Esurance, [redacted], Liberty Mutual, Nationwide and USAA, and many more. If we had complaints or bad surveys, we would not have this distinction. We are also the preferred collision repair shop for Toyota of Poway, Poway Hyundai, and Poway Chrysler/Dodge/Jeep/Ram dealers.
Let me state again: We took care of all Ms. [redacted]’s complaints and did not lie.
[redacted]Auto Body Excellence, Inc.
Poway Muffler and Brake, Inc.
ABX Collision Centers, Inc.
Tag Collision, Inc.[redacted] ext. [redacted] accounting fax[redacted] CELL
BEITER BUSINESS BUREAUATIN: [redacted]VIA FAX [redacted] & EMAIL [redacted]
CASE# [redacted]
April 6, 2015
RESPONSE:Initially Mrs. [redacted] had stopped by for estimate to repair her vehicle. Our estimator[redacted] had informed...
her that [redacted] was not recognized by our estimating system & thatrepairing through her insurance co. in which we are contracted "[redacted]" would be theeasiest way to get repairs done. [redacted] explained to her that any changes to the estimatefrom [redacted] would require us to stop & wait for [redacted] Insurance authorization/approval. A supplement was submitted to [redacted] via third patty "Appraisal company"three days after initial drop off. Authorization from [redacted] was not received until Fridaythe following week. Auto Body Excellence had to leave messages with [redacted]to find out if supplement was received & approved. Our supplement was approved butnever conveyed to our shop! A second supplement was also processed via thirdparty. [redacted] required us to us a used door. The used door components needed forrepairs & would not work; this required additional approval from [redacted] again, whichdid not respond to our shop to let us know to proceed. Normally, an insurancecompanies will fax or e-mail approval to let the repair shop know to go ahead. In bothinstances [redacted] just cut checks for the requested amount without notifying shop theyhad approved our additional work (supplements). Auto Body Excellence had to acquireadditional parts from dealer. Parts needed to comple~e repairs had to be ordered fromVolvo, and our shop was at the mercy of when the 11vendorn could provide them.Mrs. [redacted] also authorized our shop to do repairs to her vehicle not cover by claim.Those repairs were an additional $300.00 Auto Body Excellence did not charge her anddid the repairs as a good will gesture due to frustrations caused by Insurance delays.
After we delivered the vehicle to Mrs. [redacted] a component not replaced during therepair had failed in the door. Auto Body Excellence authorized the Volvo dealer torepalr. Auto Body Excellence forwent waiting for insurance approval to expedite therepairs as quickly as possible. At this time, Auto Body Excellence is still waiting for[redacted] insurance to cover the additional charges incurred by dealer.
Christine, if you have any questions please contact us [redacted]/General Martager [redacted]/Estimator [redacted]
Revdex.com
ATTN: [redacted]
VIA FAX [redacted] & EMAIL [redacted]
CASE# [redacted]
April 28, 2015
REBUTTAL RESPONSE:
We would like to address the three complaints mentioned in Ms. [redacted]’s complaint.
Ms. [redacted] states, “used masking tape to hold parts together”. The body technician was under pressure because we were under pressure from Ms. [redacted] to get her repair completed. The body technician used tape on the foam liner that keeps the air out of the car. The technician did not follow the procedure to make the GM aware he’d done so. If he’d made the GM aware, we would have contacted Ms. [redacted] and made her aware we’d have to contact [redacted] Insurance for an additional cost. After reviewing Ms. [redacted] complaint, Auto Body Excellence terminated the body technician that worked on Ms. [redacted]’s Volvo.
Ms. [redacted] states, “when I took my car out of their collision shop I noticed rattling notices in the door. I immediately drove my car to the Volvo dealer.” Ms. [redacted]’s husband had called the GM ([redacted]) and told him the car needed to be done ASAP because the warranty was up, and they wanted to take it to the Volvo dealer for a check-up as soon as it was done. When Volvo contacted Auto Body Excellence, we immediately authorized Volvo to tighten the bolt on the window track and replace the inner foam (that our body technician had taped). We could have told Volvo we needed to contact [redacted] Insurance for the additional cost. We wanted to make a bad situation the best we could for Ms. [redacted], so we did not delay.
Ms. [redacted] said Auto Body Excellence lied to her. [redacted] her initial Auto Body Excellence contact, had advised her not to use [redacted] Insurance because it would take much longer than her insurance/[redacted]; Auto Body Excellence is one of [redacted] COD shops/Circle Of Dependability. Ms. [redacted] did not want to pay her deductible and have [redacted] reimburse her. The delay came from three factors Auto Body Excellence does not have control of: [redacted] Insurance procedures/[redacted] required us to use a used door that needed repairs/parts had to come directly from Volvo Depot and could not be picked up. All of this had been disclosed Ms. [redacted] up front.
Ms. [redacted] states a couple of times in her rebuttal, “she’d been happy to pay out of pocket”. I don’t believe this is the truth. I don’t doubt she had the ability to pay. Even before Ms. [redacted] had seen her car she was asking for monies to be deducted from her repair order. Next, Ms. [redacted] showed up in [redacted]’s (GM) office when her car was late and asked what he could do for her; she wanted her (customer pay) portion for free ($300.00). [redacted] explained he couldn’t do that, but he’d take $150.00 off. Ms. [redacted] then wanted [redacted] to sign if the car wasn’t done the following Mondayshe’d get the $300.00 off. [redacted] signed not knowing the repair needed parts that had to come from Volvo Depot and could not be picked up. [redacted] called Ms. [redacted] to inform her the car would not be ready because of the parts delay from Volvo Depot and we could not control that. Auto Body Excellence did not deliver as planned, so [redacted] (GM) gave her the total $300.00 for her inconvenience. [redacted] kept his word. Ms. [redacted] paid zero for her extra work (not in the insurance claim).
Parts delay is common in the collision repair business. We work with all insurance companies, but we do not have the same relationships with all.
Auto Body Excellence prides ourselves on serving the Poway area in the same location with the same owner for nearly thirty years. Auto Body Excellence does not lie, and doesn’t have complaints or bad surveys. That’s why we are the preferred repair facility for: 21st Insurance, Allstate, Ameriprise, Esurance, [redacted], Liberty Mutual, Nationwide and USAA, and many more. If we had complaints or bad surveys, we would not have this distinction. We are also the preferred collision repair shop for Toyota of Poway, Poway Hyundai, and Poway Chrysler/Dodge/Jeep/Ram dealers.
Let me state again: We took care of all Ms. [redacted]’s complaints and did not lie.
[redacted]Auto Body Excellence, Inc.
Poway Muffler and Brake, Inc.
ABX Collision Centers, Inc.
Tag Collision, Inc.[redacted] ext. [redacted] accounting fax[redacted] CELL