Branning's Princeton Auto Body

[redacted] called us on 10/15/2015 and advised us that she had been in an accident
and wanted us to repair her vehicle. She is a repeat customer and did not know
if she was going to pay for the repairs herself or put in a claim with her
insurance company which is [redacted]. That...

same afternoon [redacted] brought
her vehicle in and advised us that she would be calling [redacted] to report
the claim and wanted to leave the vehicle for repair. The damage that the
customer showed us and reported to [redacted] Insurance was on the rear of
the vehicle.  Once
the vehicle came into the shop to be repaired we noticed a hole in the roof of
the vehicle. We called the customer and the customer advised us that they were
unaware of any damage to the roof of the
vehicle and thought that it could have happened on our lot. We reviewed the
security camera footage and saw that the hole was in the roof when the vehicle
was dropped off on 10/15/15. We
called the customer and [redacted] Insurance. The customer said that the damage
to the roof was not part of the damage that happened to the rear of the vehicle
and decided to open another claim with [redacted] to repair the roof. As far as the
time frame for fixing the [redacted], the original repair for the
rear of the vehicle was complete on 10/21/15. We received the new
claim information from [redacted] on 10/27/15. We ordered a roof for
the vehicle and it was scheduled to arrive on 11/9/2015 but was
backordered. We spoke with the customer on 11/17/15 and advised that the
roof had arrived and was installed, we advised that the vehicle was
in the paint department and would be painted the next day.  The
vehicle was ready and picked up on 11/25/2015.We
are sorry that the second repair took longer than expected. Sometimes parts are
on back order and that is out of our control. We did our best to get the
vehicle back to the [redacted] Family as soon as we could. Unfortunately
we cannot reimburse them for their deductible. They chose to report the second
claim to their insurance carrier in order to have the repairs done. We do not have any
control over the amount of a deductible or rates that an insurance company
charges.

Review: We had our car at the repair shop and they did not see all the damages to the car and now we are having to pay 2 deductiables as a result with [redacted]. Additionally this is causing our car insurance to go up. They could not spot a hole in the roof but the gentleman was able to spot the smallest scratches on the carDesired Settlement: we should not have to pay the additional $500 deductiable for a hole the size of a baseball on the roof and they have taken over 3 weeks to fix the car.

Business

Response:

[redacted] called us on 10/15/2015 and advised us that she had been in an accident

and wanted us to repair her vehicle. She is a repeat customer and did not know

if she was going to pay for the repairs herself or put in a claim with her

insurance company which is [redacted]. That same afternoon [redacted] brought

her vehicle in and advised us that she would be calling [redacted] to report

the claim and wanted to leave the vehicle for repair. The damage that the

customer showed us and reported to [redacted] Insurance was on the rear of

the vehicle. Once

the vehicle came into the shop to be repaired we noticed a hole in the roof of

the vehicle. We called the customer and the customer advised us that they were

unaware of any damage to the roof of the

vehicle and thought that it could have happened on our lot. We reviewed the

security camera footage and saw that the hole was in the roof when the vehicle

was dropped off on 10/15/15. We

called the customer and [redacted] Insurance. The customer said that the damage

to the roof was not part of the damage that happened to the rear of the vehicle

and decided to open another claim with [redacted] to repair the roof. As far as the

time frame for fixing the [redacted], the original repair for the

rear of the vehicle was complete on 10/21/15. We received the new

claim information from [redacted] on 10/27/15. We ordered a roof for

the vehicle and it was scheduled to arrive on 11/9/2015 but was

backordered. We spoke with the customer on 11/17/15 and advised that the

roof had arrived and was installed, we advised that the vehicle was

in the paint department and would be painted the next day. The

vehicle was ready and picked up on 11/25/2015.We

are sorry that the second repair took longer than expected. Sometimes parts are

on back order and that is out of our control. We did our best to get the

vehicle back to the [redacted] Family as soon as we could. Unfortunately

we cannot reimburse them for their deductible. They chose to report the second

claim to their insurance carrier in order to have the repairs done. We do not have any

control over the amount of a deductible or rates that an insurance company

charges.