AutoNation Collision Center Littleton

The service process offered was typical for an insurance paid claim when additional damage is discovered after inspection causing the repair plan to changeInsurance approval is required prior to proceeding with repairThe insurance carrier would not agree to extend the rental to account for the repair change or the approval processWe were asked to pay rental beyond the term agreed by the insurance, we declined as the rental is an issue outside of our service scopeThe vehicle owner's demeanor was agitated, demanding, accusatory and argumentative during the telephone communication and in person at our facilityOur attempts to inform and explain were met with interruption and provoking commentaryIn response to this behavior we are left with no choice but to discontinue the service and return the vehicle owner his vehicleNo charge for any service was billed by our facility to the vehicle owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
I still have not received the promised touch up paint, as agreed to by Autonation manager. *** ***

We absolutely regret and are sincerely sorry that we are un able to serve the consumerIt is rare when interaction between the consumer and our service team cannot be conducted in a reasonable and courteous mannerOur service associates are instructed to end an exchange rather than risk escalating a confrontation to an embarrassing or ugly level Unfortunately I cannot offer any further resolutionWe simply are not prepared to meet this consumer's expectation of a service exchangeOur apologiesIan Angus

Customer Service Representative *** *** explained that our General Manager of our Dealership met with/spoke to Mr*** and satisfied his concernsIf the complaint has not been satisfied please notify *** *** @ *** *** *** or respond via this media as per protocolThank you.*** ** ***

Complaint: [redacted]
I am rejecting this response because:My complaint was related to two issues with the service provider 1. I received a text message from Service provider on 20 may 2016 that they are expecting parts to come today for repair. The text from service provider did not mention that they need to change Bumper and they need any insurance approval. Only On 24 May 2016 I was informed that they cannot repair it and they need to change the bumper. Why it took them 4 days to decide on weather it requires repair or change after they claimed to have inspected my vehicle in first time. I need an explanation from the service provider for this delay in written which I was not offered and denied. And also demanded in written from them that what all they inspected ? Just written reply from them on these two will help me understand what lead to this delay and take this matter with insurance.2. Their claim that they did explain me over the phone was wrong as I was only informed over the phone that I need to take my vehicle back as insurance is asking them to pay for rental. I did explain them that rental is not your part and that is between me and my insurance to figure out who will pay the rental. You are not obliged to pay for that in any case. But still the service provider did not listen to my concern and simply refused to repair my vehicle. This all resulted in an argument between both of us. Also I was not even asked about my availability to collect my vehicle why ??  I was simply forced to collect my vehicle the same day ? Why ? I need an written apology and explanation for this behavior      
Sincerely,
[redacted]

We are very disappointed to receive this complaint, our customer service is extremely important to us at AutoNation. I will contact the associates involved and reach out to the consumer. Both a correctly repaired vehicle and a cheerful and willing service experience are absolutely reasonable...

expectations. Thank you[redacted]

The service process offered was typical for an insurance paid claim when additional damage is discovered after inspection causing the repair plan to change. Insurance approval is required prior to proceeding with repair. The insurance carrier would not agree to extend the rental to...

account for the repair change or the approval process. We were asked to pay rental beyond the term agreed by the insurance, we declined as the rental is an issue outside of our service scope. The vehicle owner's demeanor was agitated, demanding, accusatory and argumentative during the telephone communication and in person at our facility. Our attempts to inform and explain were met with interruption and provoking commentary. In response to this behavior we are left with no choice but to discontinue the service and return the vehicle owner his vehicle. No charge for any service was billed by our facility to the vehicle owner.