AutoNation Collision Center Denver

Initial Business Response / [redacted] (1000, 6, 2015/10/19) */ As the customer stated he was in an accident in March Vehicle had almost $10,in damageCustomers insurance approved to have vehicle repairedIt was determined the transmission was damaged in the accident but the insurance company would not pay for a new transmission to replace damaged transmission, and was difficult to locate a used transmissionCustomer picked up car after work was completed, drove it for weeks with no issuesCar had a fire in the engine compartment, resulting in a total loss of vehicleWe determined the battery in the vehicle was the cause of the fireNotified the insurance company of our findings and they picked up the vehicle in AugustTried numerous times to contact insurance company and customer but neither returned our calls to close this work order Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response the company stated are liesThey never contacted my insurance company back after my insurance company tried to contact them on several occasionsNever responded to being put on noticeTheir investigator was supposed to meet with my insurances investigator they never showed upThey are lieingMy insurance company and I have both tried to contact themNo responses from anyone Final Consumer Response / [redacted] (4200, 14, 2015/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) AgainThese are all liesI did pick up some things after my car was destroyedNEVER paid anything, NEVER signed anythingThey have been unresponsive since the beginningNever received any calls from themA matter a fact they have never returned any of my calls since AugustNot even their corporate office has returned my callsIn the first response from themThey said they concluded it was the batteryHow is that? Nowhere in the investigation report does it say anything about a batteryMy insurance company can be contacted if needs beThey will tell you the same thing I have beenThis is ridiculousWhat kind of business are they trying to run? Final Business Response / [redacted] (4000, 16, 2015/11/10) */ As we stated in our previous two responses AutoNation has had no contact with [redacted] other than the review of the damaged vehicleNot sure why the customer is continuing to request a vehicle from us, when his insurance company would be the one's to settle with him, either with a replacement vehicle of monetary settlement, and if they felt we were at fault then request a damage settlement be paid to them to be reimbursed for their payment to the customer [redacted] has not requested anything from us

I met with Mrs*** on Friday the 31st of MarchI explained that the alignment was performed and offered her a copy of our alignment print outI showed her the similarities and differences between our alignment result and the result she had performed elsewhereAll differences were with in
fractions of a degree difference except for toe, which was one full degree differenceThe driveability should not have been effected by the difference as all measurements where with in factory specificationI also explained that the difference between the two alignments should not be a full degree and I would have our machine checked as a precaution. Mrs*** explained that she believed the vehicle did drive properly once the second alignment had been performedSince Mrs*** is a repeat customer and has had good experiences with previous repairs at our facility and other AutoNation facilities I agreed to reimburse her for twice the cost of the alignment we performedWe are arranging payment to her for $that she can pick up at our shop once issuedThank you*** ***

We are in contact with *** ***, even as of today, regarding the issues stated aboveWe are in possession of her vehicle and haver her permission to resolve the quality failures. We believe we will be successful in correcting the workmanship and will discuss
steps or options with ** * *** *** to restore their satisfaction with our company.thank you*** ***

Very disappointed to see that the consumer has recanted her agreement to the resolution we concluded with during our meeting, in person, at our shop a couple of weeks agoWe did refund twice the dollar amount of the service to the consumer via company checkThe consumer did accept the check and has not been in contact with anyone with in our company since then to express any new condition or dissatisfactionUnfortunately we now are with out the benefit promised by the consumer at the conclusion of our agreement. She agreed she was made whole and was restored as an AutoNation CustomerWe retain our position that we served the consumer with a fair resolution

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I would like to leave this open until all issues are resolved.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/19) */
As the customer stated he was in an accident in March 2015. Vehicle had almost $10,000 in damage. Customers insurance approved to have vehicle repaired. It was determined the transmission was damaged in the accident but the insurance company...

would not pay for a new transmission to replace damaged transmission, and was difficult to locate a used transmission. Customer picked up car after work was completed, drove it for 6 weeks with no issues. Car had a fire in the engine compartment, resulting in a total loss of vehicle. We determined the battery in the vehicle was the cause of the fire. Notified the insurance company of our findings and they picked up the vehicle in August. Tried numerous times to contact insurance company and customer but neither returned our calls to close this work order.
Initial Consumer Rebuttal /* (3000, 8, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response the company stated are lies. They never contacted my insurance company back after my insurance company tried to contact them on several occasions. Never responded to being put on notice. Their investigator was supposed to meet with my insurances investigator they never showed up. They are lieing. My insurance company and I have both tried to contact them. No responses from anyone.
Final Consumer Response /* (4200, 14, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again. These are all lies. I did pick up some things after my car was destroyed. NEVER paid anything, NEVER signed anything. They have been unresponsive since the beginning. Never received any calls from them. A matter a fact they have never returned any of my calls since August. Not even their corporate office has returned my calls. In the first response from them. They said they concluded it was the battery. How is that? Nowhere in the investigation report does it say anything about a battery. My insurance company can be contacted if needs be. They will tell you the same thing I have been. This is ridiculous. What kind of business are they trying to run?
Final Business Response /* (4000, 16, 2015/11/10) */
As we stated in our previous two responses AutoNation has had no contact with [redacted] other than the review of the damaged vehicle. Not sure why the customer is continuing to request a vehicle from us, when his insurance company would be the one's to settle with him, either with a replacement vehicle of monetary settlement, and if they felt we were at fault then request a damage settlement be paid to them to be reimbursed for their payment to the customer. [redacted] has not requested anything from us.