Auto-Republic Collision Repair Center

[redacted] , Good morning, I hope all is wellThis customer came to us for a complete estimate on the vehicleShe stated that her vehicle was shaking and pullingWe told the customer numerous times that we cannot guarantee that the frame was not bent without actually taking the vehicle to the alignment shop as well as R&I (Remove and Installing) the suspension parts and the front endShe wanted us to look at the frame and determine if it was bentUpon looking at the frame we concluded that there wasn't any frame damageOur tech's even told her that they could not guarantee that the frame wasn't bent until further testingThe customer saw the estimate of what it would be to completely check and said noNormally when we have a collision vehicle the front end is completely taken apartWe will take it to the alignment shop to see how the wheels line up and measureWhat the customer paid for was the time our techs took to inspect the carThe customer left the vehicle here at our shop for days after the inspectionWe did not charge her storage fees out of a courtesyWe do not owe her a refund for the services we completed

Complaint: ***
I am rejecting this response because: The response from the shop is absolutely a fabrication and is not even close to the truth of what occurred Our car had been hit and had been inspected by the insurance company and given a complete repair estimate by our insurance company We contacted a suspension shop whom we trusted for repair to the suspension who wanted to make certain the frame was not bent prior to starting the repairs, FIS specialists, they referred us to auto republic for the frame inspection We never requested a full repair estimate as we already had one and I have a copy of that estimate still We simply asked to have the frame inspected and was told that it was fine for repairs Auto republic knew from the beginning that we were going ahead with the repairs as it was always the plan, we just were not having them perform the suspension portion of the repair as we wanted a specialized shop to perform that work since our car is a very specialized car only manuftured for three years Auto republic also knew that our plan was once the suspension work was complete we would bring the car back to them for the body work, again with the estimate received from our insurance company Obviously if we never planned on fixing the car we would not of had the frame checked and then $worth of suspension work performed Auto republic simply either did not do the frame inspection which they charged us for or they were incorrect in their assessment of the frame causing us grave damage in the performance of the repairs to our vehicle We were never told at any point during the initial inspection that they could not adequately inspect the frame This was the response only after we had the suspension work performed and found that they were wrong in the determination of the frame not being bent Our refund request is resonable as they should be responsible for the entire cost to repair the suspicion that we wouldn’t have spent had we have known that the frame was bent
Regards,
*** ***

Complaint* ***
I am rejecting this response because:
I agree that *** may have talked to Esurance companyI don’t know to what extent because I didn’t hear any of her conversationsI spoke to Esurance and asked them if they reuse their wrecked cars partsThe answer from *** *** the boss of the claims department was no it is not the policy of Esurance to use used parts. Quick Wrench did a bumper to bumper evaluation and there are several parts that were reused and parts missing per the evaluation that was sent to the Revdex.com and EsuranceI was told by Quick Wrench that some of these people who evaluate the vehicles from a accident from insurance companies do not put the car up and look at it as close as what I paid Quick Wrench to doThe first phone call after I received the car was to ask for the warranty to be sent to me*** told me that I would have to drive to San Antonio two hours south to get my warranty because she would not give it to me unless I didI spoke to my warranty company for CarMax and the warranty company told me that *** should have provided me the warranty number over the phoneHis name is ***I then called and asked why there was no fluids in the vehicle *** told me and my friend that it is common practice to show the insurance company the car works with no flulids in itI have spoke to many mechanics and none of them said it makes any sense to do thisI never cussed at *** *** everI spoke to her as an adultI couldn’t figure out why she kept hanging up on me when all I wanted to know was why she provided me a car that was unsafe*** *** started yelling at me and I asked her not to speak to a customer in such a mannerShe laughed at the idea that I was a customer and proceeded to yell some moreI than called her a coward for treating me that way and she threatened to call the police for calling her a coward for not dealing with this issueI never called backIf you look at the evaluation you will see that how my car was returned was ridiculousI have another collision company that says that the alignment is way off also and will be willing to tell the insurance company that alsoMy complaint is not ludicrous it is factualBased off a third party that has no reason to lie*** *** does not own the car and he said that *** *** did not give him any paperwork when he arrivedHe agrees with my evaluation of the vehicle
Regards,
*** ***

Complaint* ***
I am rejecting this response because: I agree that *** may have talked to Esurance companyI don’t know to what extent because I didn’t hear any of her conversationsI spoke to Esurance and asked them if they reuse their wrecked cars partsThe answer from *** *** the boss of the claims department was no it is not the policy of Esurance to use used parts. Quick Wrench did a bumper to bumper evaluation and there are several parts that were reused and parts missing per the evaluation that was sent to the Revdex.com and EsuranceI was told by Quick Wrench that some of these people who evaluate the vehicles from a accident from insurance companies do not put the car up and look at it as close as what I paid Quick Wrench to doThe first phone call after I received the car was to ask for the warranty to be sent to me*** told me that I would have to drive to San Antonio two hours south to get my warranty because she would not give it to me unless I didI spoke to my warranty company for CarMax and the warranty company told me that *** should have provided me the warranty number over the phoneHis name is ***I then called and asked why there was no fluids in the vehicle *** told me and my friend that it is common practice to show the insurance company the car works with no flulids in itI have spoke to many mechanics and none of them said it makes any sense to do thisI never cussed at *** *** everI spoke to her as an adultI couldn’t figure out why she kept hanging up on me when all I wanted to know was why she provided me a car that was unsafe*** *** started yelling at me and I asked her not to speak to a customer in such a mannerShe laughed at the idea that I was a customer and proceeded to yell some moreI than called her a coward for treating me that way and she threatened to call the police for calling her a coward for not dealing with this issueI never called backIf you look at the evaluation you will see that how my car was returned was ridiculousI have another collision company that says that the alignment is way off also and will be willing to tell the insurance company that alsoMy complaint is not ludicrous it is factualBased off a third party that has no reason to lie*** *** does not own the car and he said that *** *** did not give him any paperwork when he arrivedHe agrees with my evaluation of the vehicle
Regards,
*** ***

[redacted] brought the vehicle to us 12/04/2015. We went above and beyond to help them even when the insurance wanted to total the vehicle. I, [redacted] spoke to the insurance multiple times and was able to keep it from a complete total. We repaired the vehicle exactly how the insurance...

approved. We even went out of out way and completely detailed the Mazda for free. [redacted] picked up the vehicle 1/13/16 and was very happy with all of the body repairs. [redacted] called the office two days later and told me that there wasn't oil in the engine. I then stated to her that the repairs we completed wasn't to the engine but to the body of the car. I told her that we would be more than happy to re inspect the vehicle for her to see if possibly the insurance over looked something. I also told her that we were not a mechanic shop but would take a look and refer her to someone that specializes in mechanics. She screamed at me telling us that we need to pay for the tow to get the vehicle here. I stated that we would have no problem helping her by calling the insurance and a inspecting the vehicle. She then cussed at me and hung up. I then received a call the next day from her friend stating that now the vehicle is completely out of water and that we need to fix the car. I stated to the friend that I had already spoke to [redacted] and that we would have no problems looking at the vehicle and contacting the insurance. The friend said OK and hung up. I then received numerous calls from [redacted] with numerous complaints about different parts of her engine acting up. Finally on the 16th call and conversations including telling me that I as stupid as well as cursing at me, I told her if she called the office again I was going to call the police and press harassment charges against her. About a week later I received a call from E-surance, asking what happened and why I am not talking to the customer. I told the insurance company what happened and they said they completely understand why we are not allowing [redacted] to contact us. They asked if she could bring her vehicle to our shop and I told them no. I told them that we have no problem with someone else bringing it here and suggested [redacted]. I also told them if the vehicle is brought to our shop I would request a representative from E-surance to accompany it. In no way did I say I was scared of the customer. Now after reading this complaint I see that she is also complaining about her battery. We NEVER changed her battery. This is absolutely ridiculous. We went above and beyond to help them and now we are having to respond to this ludicrous complaint.

[redacted],    Good morning, I hope all is well. This customer came to us for a complete estimate on the vehicle. She stated that her vehicle was shaking and pulling. We told the customer numerous times that we cannot guarantee that the frame was not bent without actually taking the vehicle...

to the alignment shop as well as R&I (Remove and Installing) the suspension parts and the front end. She wanted us to look at the frame and determine if it was bent. Upon looking at the frame we concluded that there wasn't any frame damage. Our tech's even told her that they could not guarantee that the frame wasn't bent until further testing. The customer saw the estimate of what it would be to completely check and said no. Normally when we have a collision vehicle the front end is completely taken apart. We will take it to the alignment shop to see how the wheels line up and measure. What the customer paid for was the time our techs took to inspect the car. The customer left the vehicle here at our shop for days after the inspection. We did not charge her storage fees out of a courtesy. We do not owe her a refund for the services we completed.