Back New Automotive Repair & Collision Center

October 19, 2016Dear [redacted] ,This letter is being sent to in response to complaint letter we received that was sent to you in regards to [redacted] ***.We did repair this vehicle and unfortunately, it did take more time then estimatedThere are a couple of factors in which cost delays in repair time as wellTwo supplements request, 3-days per request to insurance and for parts being delivered within 1-days after approval; plus customer may have had her accident on 5/21/2016, but we didn't receive her Insurance Estimate & Authorization Paperwork to do the repairs until 5/26/Our business is open Monday-Friday and closed on weekendsIn good faith we did compensate the customer financially (waive deductible/car rental).The customer did ask us to re-adjust her hood when she came in to pick her car up and the adjustments were made and at that time she stated and sign-off she was satisfied and paid us what she owedShe also shared she was going to have it checked by [redacted] to be sure all is good and I told her that's fine and if there should be any problem to let us know so we could address it immediatelyThe customer did call us and brought the report from [redacted] in which stated there was some codes that needed updating on her car as well as her needing some brakes which had nothing to do with the repairs.Invoice Quote from [redacted] : Client States front end damage from previous repair at Collision ShopBody lines and gaps are not to spechood moldings coming? undoneHood not seated properly, rubber around the hood loose, check and advise [redacted] advise: Miscellaneous RepairWe told customer we would address and she stated she prefer someone else correct it and we had customer to take to another Collision Shop with her approvalThe repairs were done and we call the customer to be sure she was satisfied and she stated she was and we paid the Collision Shop for the repairs.All of the other negativity of so called comments/etc, respectfully will not comment into and have also had to send a apology to the other Collision Shop for what the customer has inflicted on them.I do want to state: Our technicians are qualified and certified in their fields.The customer did recently call us and stated we need to fix in demanding tones something with her water bottle hose, but I told her being she had other Work done on her vehicle she may need to discuss that with themUnfortunately, this customer is one that I had to let her know she will not determine how we will do things and guess that caused me to be "very rude" and I am sorry, but I have guidelines to go by and when you don't answer all the time how a customer think you should of course you are the bad one.We always invite our customers to call us for updates and we do give updates periodicallyUnfortunately, this customer evidently required more.Thank you for giving us the opportunity to explain our position and we do try to give our customers the best service, but we are not going to engage in anything else with this customer and we feel we have overly done in financial Compensations and corrections in trying to please this customer.Letter written by Office Manager and approved by OwnerSincerely,Alex B.? Owner?