• Customer brought in the Buick Encore on November @ 8:amo Request by customer too A) Adjust Tire Pressureo B) Multi-point Inspectiono C)
Lube, Oil, and Filtero 13) Drivers Side Rear Seat Back will not fold upo See Repair Order #***• We reset tire pressure sensors and air pressure, Changed the oil & filter, performed a visualinspectionThe overall condition of the vehicle was goodWhen we checked the seat notmoving back to the upright position we noticed the middle seat belt was not releasingWeordered a seat belt based on the fact it was locked up and would not releaseReturned thevehicle to the customer at 9:am, hour after it was dropped off, customer was waiting.• On November 27,customer returned the vehicle for the previous orderd part to beinstalled (seat belt)We rechecked and confirmed that the seat belt retractor was stillInoperableWhen the service tech began to do the repairs, I.Etake out the seat and seat belt toinstall new seat belt, his hands started burning and there was Acid contamination inside theseatThe tech washed his hands and put on gloves, and removed the seat assembly, and openedup the coverThe seat foam and internal seat parts were Blue in color with AcidThe techniciancame to the Service Manager and Service writer to inform them of this problemThe ServiceManager and Service writer took the customer to the vehicle and showed them that there waschemical contamination inside the seats, told them that this is a major problem and this haddamaged the seat beltThis was no longer a warranty repair, and was the reason the vehiclecame in originally with the belt failureThe customer left the vehicle at the service departmentand call their insurance company on our recommendationWhen the insurance inspector cameto the service department to inspect the vehicle, he confirmed that is had a problemHe said hewould document the file and send an assignment to the collision center for the repairs.• 12/Collision Center received vehicle assignment from St Farm• 12/*** called Ms*** and let her know St Farm had sent us the assignment• 12/Picked up the customer's vehicle from the Service Deptand brought it to the CollisionCenter, spent a few days treating rear interior In a baking soda/water mixture.• 12/customer called, *** told her parts were ordered & 7-days out, (special order).• 12/interior still corrosive, re-applied cleaning solution.• 12/*** called customer, parts due in end of the weekWill need to send to upholsteryshop first of next weekOffered customer a loaner car, customer upset and said "That was notgood enough"• 12/Detail technician started to clean interior, in preparation to send to upholstery shop.Technician became ill from fumes inside the car.• 12/Contacted Serv-Pro about vehicle, requested them to come clean the interiorExplainedto them we tried to neutralize the substance twice, still causticServ-Pro said they could nothelps us and suggest we call *** *** with Clean Enviro about testing substance.• 12/*** called *** with Clean Enviro and left message to please call back• 1/*** called *** and left message to please call back02/05/09:Chuck Nash Chevrolet (*** *** *** ***
• 1/*** called *** again, he said he could not help us and referred us to Sam Coffee withRimkus consulting• 1/*** called and left message for Sam Coffee to call back• 1/*** called Rimkus and left another message• 1/*** left message with customer that she is calling State Farm to help with substancediagnosis• 1/State Farm will look into this and Call *** back.• 1/Sam Coffee with Rimkus called and said he will be out todayAnd show up at 1:Samsaid it would take days for the results, and Rimkus is being contracted by State Farm now andwill give the results to State Farm.• 1/*** called customer and State Farm and told them both it will be days• 1/*** called State Farm, now under "Special Handler" *** ***, he had noinformation yet for us.• 1/*** called *** *** with State Farm and was told the substance was identified as"Sulfuric Acid" and the customer request the vehicle be moved to Precision Auto Body in Austin.*** *** from Precision, requested a vendor form, wanting to purchase the Special OrderParts from us.• 2/State Farm called and said to bill them for the tear down labor and customer called torelease the vehicle to Precision Collision.• 2/Vehicle was picked up from our body shop.• As you can see, this problem already existed before November 10, The only way wenoticed the a arent acid residue is when our technician attempted repairs on November 27,of e c omen original complaint.*** ***
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this case response was faxed 2/4/2016......if we need to fax again, please call *** or e-mail ***...........thank you
• Customer brought in the Buick Encore on November @ 8:amo Request by customer too A) Adjust Tire Pressureo B) Multi-point Inspectiono C)
Lube, Oil, and Filtero 13) Drivers Side Rear Seat Back will not fold upo See Repair Order #***• We reset tire pressure sensors and air pressure, Changed the oil & filter, performed a visualinspectionThe overall condition of the vehicle was goodWhen we checked the seat notmoving back to the upright position we noticed the middle seat belt was not releasingWeordered a seat belt based on the fact it was locked up and would not releaseReturned thevehicle to the customer at 9:am, hour after it was dropped off, customer was waiting.• On November 27,customer returned the vehicle for the previous orderd part to beinstalled (seat belt)We rechecked and confirmed that the seat belt retractor was stillInoperableWhen the service tech began to do the repairs, I.Etake out the seat and seat belt toinstall new seat belt, his hands started burning and there was Acid contamination inside theseatThe tech washed his hands and put on gloves, and removed the seat assembly, and openedup the coverThe seat foam and internal seat parts were Blue in color with AcidThe techniciancame to the Service Manager and Service writer to inform them of this problemThe ServiceManager and Service writer took the customer to the vehicle and showed them that there waschemical contamination inside the seats, told them that this is a major problem and this haddamaged the seat beltThis was no longer a warranty repair, and was the reason the vehiclecame in originally with the belt failureThe customer left the vehicle at the service departmentand call their insurance company on our recommendationWhen the insurance inspector cameto the service department to inspect the vehicle, he confirmed that is had a problemHe said hewould document the file and send an assignment to the collision center for the repairs.• 12/Collision Center received vehicle assignment from St Farm• 12/*** called Ms*** and let her know St Farm had sent us the assignment• 12/Picked up the customer's vehicle from the Service Deptand brought it to the CollisionCenter, spent a few days treating rear interior In a baking soda/water mixture.• 12/customer called, *** told her parts were ordered & 7-days out, (special order).• 12/interior still corrosive, re-applied cleaning solution.• 12/*** called customer, parts due in end of the weekWill need to send to upholsteryshop first of next weekOffered customer a loaner car, customer upset and said "That was notgood enough"• 12/Detail technician started to clean interior, in preparation to send to upholstery shop.Technician became ill from fumes inside the car.• 12/Contacted Serv-Pro about vehicle, requested them to come clean the interiorExplainedto them we tried to neutralize the substance twice, still causticServ-Pro said they could nothelps us and suggest we call *** *** with Clean Enviro about testing substance.• 12/*** called *** with Clean Enviro and left message to please call back• 1/*** called *** and left message to please call back02/05/09:Chuck Nash Chevrolet (*** *** *** ***
• 1/*** called *** again, he said he could not help us and referred us to Sam Coffee withRimkus consulting• 1/*** called and left message for Sam Coffee to call back• 1/*** called Rimkus and left another message• 1/*** left message with customer that she is calling State Farm to help with substancediagnosis• 1/State Farm will look into this and Call *** back.• 1/Sam Coffee with Rimkus called and said he will be out todayAnd show up at 1:Samsaid it would take days for the results, and Rimkus is being contracted by State Farm now andwill give the results to State Farm.• 1/*** called customer and State Farm and told them both it will be days• 1/*** called State Farm, now under "Special Handler" *** ***, he had noinformation yet for us.• 1/*** called *** *** with State Farm and was told the substance was identified as"Sulfuric Acid" and the customer request the vehicle be moved to Precision Auto Body in Austin.*** *** from Precision, requested a vendor form, wanting to purchase the Special OrderParts from us.• 2/State Farm called and said to bill them for the tear down labor and customer called torelease the vehicle to Precision Collision.• 2/Vehicle was picked up from our body shop.• As you can see, this problem already existed before November 10, The only way wenoticed the a arent acid residue is when our technician attempted repairs on November 27,of e c omen original complaint.*** ***
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