Bear Creek Auto Body

Initial Business Response / [redacted] */ When [redacted] dropped off her vehicle for repairs she handed us a key that was being held together with electrical tapeWe were able to use this key for a while but it eventually it stopped workingWe then called the customer to let her know we needed a spare key to be dropped off so we could finish the repairsDue to the condition the key was given us we did not feel it was our responsibility to pay for a new oneOnce the customer picked up her car and was driving away she stopped and came back into the office to let us know that the key works just fine and didn't know what we were talking aboutWe also contacted Lexus parts department for more informationThey let us know that it is a common maintenance item for keys to wear out

Complaint: ***
I am rejecting this response because:I have sent a letter certified return receipt filling in the dates and what I was toldTerrible work whether by the body shop or mechanic is still on the body shopThey should receive my letter tomorrow 2/9/
Sincerely,
*** ***

Initial Business Response /[redacted]/
When [redacted] dropped off her vehicle for repairs she handed us a key that was being held together with electrical tape. We were able to use this key for a while but it eventually it stopped working. We then called the customer to let her know...

we needed a spare key to be dropped off so we could finish the repairs. Due to the condition the key was given us we did not feel it was our responsibility to pay for a new one. Once the customer picked up her car and was driving away she stopped and came back into the office to let us know that the key works just fine and didn't know what we were talking about. We also contacted Lexus parts department for more information. They let us know that it is a common maintenance item for keys to wear out.

This vehicle was brought in on the 25th of October as a NON Drive. Once a car comes into the shop we have up to 48 hours to get an estimate written. We did so in 24 hours we also then had our Mechanic come out to give us an estimate on the mechanical work and we needed to get parts ordered and get a...

tow truck out to move the car into the shop for us. We were extremely busy in October and we did keep the customer updated as to what was going on. We called her on the 1st of November which was 5 business days after the tow in to let her know that the car was now in the shop and was starting to get torn down and that we would update her as soon as we were done. With such a large job (13k) it is a long process to try and be a thorough as possible. It also gets done in stages when there are mechanical issues. We did a partial tear down first to get to the mechanical issues. Once that part of the tear down was complete we had the mechanical company come out and do the suspension work. After that was finished that is when we finished the tear down of the vehicle. This is why it took so long to get done. We called the customer on the 4th of November letting her know that we were hoping to get the car done by the 9th of December as long as no other issues popped up through the repairs. We ended up having her car done on the 1st of December a little over a week early. We didn't get the chance to even look at the issues the customer is talking about so I can't really address that with out seeing what she is talking about. We didn't do those repairs the mechanical company we use for airbags and suspension did them so it is something that my vendor would need to fix. I believe my secretary got confused when telling her we did them in house because she saw that we had ordered the parts. But we just ordered that parts for the mechanic company to install. The customer has now gotten rid of her vehicle so there isn't a way for me to see the issues she is talking about anymore. Since we let the customer know from the beginning that her car would be done by the 9th and we actually got it done early and that we weren't even given the chance to see the issues to verify them at least. I don't believe we should be responsible for paying the customer her deductible and part of her rental. I called her today to speak with her about everything and I did interrupted her once while she was trying to explain so she hung up on me. I called back and had to leave a message letting her know I was sorry for interrupting and that if she could call me back I would let her explain but that I couldn't try to fix/explain anything without being able to speak with her.