Beck Office Systems, Inc.

Mrs*** had repairs done to her carThe front end which had a $deductible and the rear end which did not have a deductibleWhen Mrs*** came in to have the repairs done she signed a direction to pay, customer policy sheet and a blank repair order giving us permission to do
the repairs to the rear of the vehicleWe told her we needed a copy of the estimate for the rear from the insurance company and she gave us an email she had received from the insurance adjuster with all the information (attached to this email) We told her we would contact them for herA few days later she called and asked if her repairs were completed and we told her that we had not received an insurance estimate for the rear and could not start without itShe said she said she would call and check on itA couple of days later we received a copy of the estimate for the rear and repaired as per the estimateMrs*** called us to ask the progress of her vehicle on several occasions but not once did she state that she did not want us to repair the rear damageWhen she came to pick up the vehicle we told her that she owed $for the rear and she then stated that she did not want that work done and she did not feel she should have to pay for it. We told her that she had to pay for for the front and she had a deductible as well for the frontWe also told her that if she did not pay for the front and rear she could not pick up her carShe then stated that she had not received ANY checks from the insurance companyShe then leftI contacted the insurance company and was told that Mrs*** had been issued a check for the rear and there is lien holder on the check so the check was issued to Mrs*** and *** but she called and asked California Casualty to reissue the check to her only on 8/(after we contacted her and told her the car was ready) The adjuster told her that he could not issue a check to her only because a lienholder was involved and a shop name would have to be on the checkMrs*** then told the adjuster to just issue the check to her husbands friend who owns a shopThe adjuster did so and mailed the check to Mrs***I called the adjuster and told him that we had already repaired the rear of the vehicle before she called to have check reissuedThe adjuster told me to take photos of repaired vehicle and he would stop payment on previous check and issue directly to us because we did the work already.All of the paper work Mrs*** signed states that vehicle must be paid in full in order to pick up the carThe paperwork also gives us permission to do the repairs to the vehicle.When Mrs*** came to pick up her car 8/we decided to waive part of her deductible for the repairs to the front of the vehicle because she stated she had to pay out of her own pocket some rental car money and to try and make her experience with our company a more positive one

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

To whom this concerns , The repair process on windshields is a very delicate operation, most cases ,the chip in glass repair process is to keep the chip from growing to a crackUnfortunately its a chance for successBruce's is willing to refund the customer there money back
or apply a credit towards there deductible for replacement of glass. Thank you. Bruce's Team

To whom this concerns,Bruce's will replace the film wrap on the roof, and also replace the grille and wrap it alsoThese particular items where altered or added to this vehicle and are not installed from the original manufacture

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.No loaner car was provided or offered on any of the occasions that I had to return the car. The list of written items that I provided was addressed, with the exception of one and Kyle did offer to correct that issue. However, the issues that I am filing this complaint for were discussed when I picked the car up the first time, and Bruce's did not offer to replace the grill, nor the roof wrap. Kyle's exact comment on the grill was we put it back the way it was prior to the accident, which was invalid. For the roof he offered to touch it up, which would not fix the problem. Kyle did call me this past week to discuss the complaint.  He never confirmed if Bruce's would replace the grill.  He only stated that he previously offered to replace it,  if needed, when the lease term is completed and this was not true or as I recall our initial conversation. In addition, I explained that I do not wish to wait until the end of the lease term in 3 years.  No resolution has been met on this  As for the roof, Kyle offered to submit a claim to the insurance company as the damage was done as part of a covered repair (windshield replacement).  I the proceeded to state that if the insurance company did not cover it he was not willing to eat the cost.  I explained my concern that Bruce's does not get to walk away and not ensure that it is repaired, as it was damaged caused by them.  I have agreed to provide him with an estimate for replacement from the company that installed the roof wrap originally.  I will be sending it to him this coming week.  This item is not yet resolved.  I have expressed to Kyle on numerous occasions that I am aware this was a large job, however that does not make the oversight on all of the details acceptable.  Since filing this complaint I've noticed other issues and issues that I took back for repair still are not accurate. Bruce's believe that they've gone out of their way to satisfy me, however I beg to differ as no favors were given. My insurance that I pay for every month has paid to Bruce's over $**k in parts and labor.  As a paying customer I expect that what was a brand new car when brought in, should be repaired to pre-accident condition without any addition damage. If this was the case when I initially picked the car up then there'd be no problem.
Regards,
[redacted]

To whom this concerns,   We performed a service for Mrs. [redacted] on her [redacted]. We called her to let her know the vehicle was complete. Upon arrival to look at there vehicle immediately said there are several issues right away.  The repair consisted of removing a rear bumper fixing...

a scratch, repainting the area that was scratched and clear coat the whole rear bumper. When you rubbed your hand on the area we fixed there was a few very small particals in the clear coat you could feel, but not see.  When we refinish plastic this isn't unusual because of static electricity. I agreed to buff the area smooth while they waited. After this they inspected the car again, and said it was much better, but there was ONE  more additional particle that they took several minutes to even locate that they where just not to there satisfaction. I explained that I thought this was being very critical, and that sometimes the more you keep trying to make something (perfect) things could change for the worse. I was reminded several times, what they paid for this repair, and expected it to look perfect .  so I asked , is this a cost  issue more than a satisfaction issue ...  The [redacted] claimed it wasn't.  I do agree it wasn't  100% (PERFECT) originally, but I feel I did everything possibly To make it right , within a small waiting period. Bruce's  stands very proud of the service we performed on this Vehicle, we are a 37 year local business with a very strong CSI and Revdex.com rating that we are honored to have.  Our team strives to perform a quality product for the price. The [redacted] where offered a $ 100.00 refund.

Hello , to whom ever  this concerns.   I have been in contact with Ms. [redacted] about her repair concerns. I was given a verbal list of concerns when the vehicle was originally picked up from a major front end collision. I scheduled a date for her to return the vehicle at her...

convenience also with a written list of concerns and provided a loaner car as well.  I addressed the issues on the list, Ms. [redacted] did come by to look at the vehicle after I told her I completed , she told me she was happy with everything we did other than I needed to get some residue off the front end. I explained that I would take care of it immediately and I did.  she Thanked me .  I am willing to address these other issues. Bruce's strives to be customer service driven, being in business 39 years in Richmond with the Revdex.com rating we have , I think proves that.   I have spoken with Ms. [redacted] on her concerns and are in process of addressing these issues further.      Thank You,  Kyle W[redacted]

With all due respect we have a problem with the response
from Bruce’s. The owner never offered a refund or redo of the bad paint job. The
metallic in the new paint did not match the original as the specks were larger.
The edges were admittedly not carefully taped which left paint residue and
there were bubbles and a hair in the new paint and clear coat that were unacceptable.
The manager insulting threw out numbers of $100 or $200 but never realty offered.
He said he would not want to reo the paint as he was positive it would be worse
the second time form his experience. He had aggressively insulted both of us by
then so when he offered to have owner handle this, we agreed. When we returned
to see the owner, both of them were rude aggressive an insulting and the owner
even refused to look at the flaws or hear our thoughts. He offered nothing and said
that was all they would or could do for us at this point. We would be willing
to accept $200 and an apology or a full refund with no apology. Thank you for
your help” [redacted]