I am writing this letter in response to a complaint you received from a customer about her experience
with our shopI am sorry she was not satisfied with the work being done on her vehicle
The car parts that the customer ordered herself for her vehicle did not fit properly and the outcome
of
putting them on would have led to a job that was not up to our quality of workWe contacted the
customer and advised her of the problem, but she insisted we go ahead and install the parts that she
providedIn the process of trying to make the front bumper fit, it crackedIf the parts were of the
quality that the customer claimed them to be, there would have been no reason to try to force them to
fitThese said parts were shipped to our shop without any mounting hardware and in no way would
mount with the original clips and brackets on the vehicleWe waited for at least three weeks for all the
parts to arrive that the customer ordered before we could inventory and order what other parts were
needed, before starting work on this job
After receiving this complaint, I pulled up on the computer to check the reviews posted for these parts
and was shocked to see the number of complaints this company has gottenIf the customer would have
checked this company's product first, she would have found that the parts were of lesser quality
As for the labor costs that our shop charged for the repairs, the customer was charged only for the work
that we completedI am enclosing for your review a copy of the invoice the customer was provided
Labor was not charged for the removal of the bumperNor was she charged for the recovery and
charging of the AC UnitThere was no "hidden costs" or any charges for anything that wasn't done to
this customers' vehicle
Sincerely,
*** ***, **
DBA: J & D Automotive Center/J & D Auto Body
*** *** ***
Staunton, VA
###-###-#### Ext. *
Revdex.com:
I have reviewed the response offer 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.
I've stated my complaint, and clearly the employee is in fact ignorant to the validity of the complaint I put in. This has turned into a he said she said and I have credible witnesses on standby that were there when I said "If you can perform the work correctly then do it, but if you can't I will figure something out" The bottom line is, they did damage to property that wasn't damaged when they got the property in their possession, and they ARE responsible for it. If they choose, we can settle this in the court of law with the statements from the numerous witnesses to the complete process and I can get the lawyer fees covered by them as well, along with all the other fees incurred, including the rental car, and they could risk losing their job over this, or they can claim responsibility, settle the debt by paying me for the cost to replace the bumper they damaged, and we can be done with this issue. I'm done arguing about this like children. I preferred to settle this when I picked up the car, they lashed back, so I stepped up to the Revdex.com to see if the company would listen to reason, now, seeing as the process of reason and negotiation is not working, I may be forced to take other routes.
Regards,
[redacted]
Revdex.com:
I have reviewed the response offer 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.
Upon ordering the part's I had paid extra for them to be rush delivered to the company. I let the company know of this and they told me that it would be fine to ship the parts directly to them. I let them know that there were a few parts they would need to order and faxed them a [redacted] of the things that I ordered and told them to order the rest. They sat on my car, forcing me to line up rental vehicles and car rides and 2x the gas I would normally be paying when I did not have a rental vehicle, all in which I paid out of pocket while they sat on my car. If they knew they couldn't do the work they should have told me sooner and not charged me a dime. On the 22nd I had to tell my Military supervisor I needed to see the damage that they caused on the car and he had to relieve me from work so I could find a ride to the shop and look at the damage. I was given my car and the pieces to my car, and was not refunded for the damage and additional work and towing that I needed to pay. When I tried to talk to Mr. [redacted] in a civilized manner about the issues he has caused in front of my coworker he proceeded to yell at me and charged me over the amount that the insurance company even gave me for the full repair of the car, without performing a full repair of the car in order to release the car to me so I could get it worked on by someone else before I pcsed to the UK for my orders. I paid 125 dollars for towing, 1000 for the body to be mounted and I still need to fix the bumper, I paid over 200 for a rental and even more in gas to have other people drive 20 minutes out of the way to pick me up and take me to work and then drop me off again. Mr [redacted] was ignorant and extremely unprofessional when handling me and ended up doing damage to my vehicle that I feel he should be responsible for paying for. He handed me my car to me in pieces, and did not even complete the full amount of work on the vehicle. Upon picking it up he said that all the engine work had been completed and drove the car without the body, the tail lights on and without the trunk lid opener mounted and parked it in the parking lot. When we went to put it on the tow truck and take it down me, my coworkers, and the man in charge of towing the vehicle all noticed the power steering fluid was low. We then looked at the coolant levels, there was nothing there, and then we checked the transmission fluid, there was none in there. Mr. [redacted] turned my car on and drove it without fluids in the vehicle causing issues that I am now addressing. I am not asking him to refund me for that, but I would like to be paid the amount of the front bumper cover so I can have it fixed. The front bumper specifically cost me 740 dollars, the entire body kit cost 2195 dollars and they are good quality and fit to my car currently after a fews days of work. Mr. [redacted] specifically interrupted conversations between me and my coworkers who where always there as witness to the treatment I received to try and tell me that the bumpers were "only worth a nickel" he did not [redacted]en to me and simply berated me with attitude. The only reason the quality of the bumper was blow 740 dollars was because he damaged it, and legally, he should be liable to pay for those damages. I'm a simple person, and I'm not asking for much. Just as I accept responsibility for what I do on the job in the United States Navy I would like to think that he could take responsibility for what hes done and settle this issue.
Regards,
[redacted]
This letter is in response to the complaint ID# [redacted].
First I would like to say, yes, I did raise my voice, but I also apologized for that.
I am enclosing a copy of the appraisal from the [redacted] that was dated on
7/26/2014. Also enclosed is a copy of the list that the customer sent me on
7/20/2014 with a "*key" of: 1.) what she ordered 2) what may be needed and 3)
what was not ordered (that she wanted us to order). Our shop invoice (also
enclosed) is dated on 8/22/2014.
After I was sent a parts list of what I needed to order, I did so. There wasn't a
problem with any of the parts that I ordered. It was out of my control of how long
it took to gets all the parts into my shop that the customer had ordered. She
stated that we just "set" on her vehicle, but in fact, this job was put ¡n front of
already scheduled work just so we could get ¡t finished as soon as possible. We
also had to wait until the insurance company gave us the OK on a supplement
order before we could begin the repair. And, these things do take time!
As for us charging more than the insurance company had figured the repairs to be
is a huge untruth. I have the paperwork (enclosed) to prove it. A copy of my bill
was for $,640.77 and a copy of the insurance estimate totaled $2,182.82. To me,
this is a long way from over-charging what the insurance company had figured for
the repairs. I feel the customer has been very misleading with her statements.
It takes 5.0 hours to remove and install both bumpers and the rocker molding. If
these parts would have fit like I was made to believe that they would, it would not
have taken three additional days and cost $1.000.00 to install them. After
speaking with the customer and advising her of the poor fit, I told her that I did
not think that the parts would go on the car properly. She told me to try anyway!
This was when the front bumper cracked while trying to install it. When I
informed the customer of the damage, she was very irate. There were two spots
of damage about half the size of a dime. This was when the customer told me
that I would need to grind on the parts, drill holes and mount the bumpers. She
also informed me to put the parts in the sun and reform them to fit. This whole
time l was thinking there was no way these parts were an O.E.M. fit. I don't feel I
should be held responsible for the damage incurred with ill-fitting parts the
customer had ordered and insisted I install them when I had advised her against
it. I operate a highly respectable Auto & Body Shop business and have for many,
many years. I know what I am doing, but occasionally there are some that think
they know more than l.
Other problems we encountered were: 1) the fans that the customer purchased
was "one speed" and not "two speed" as the O.E.M. fans were supposed to be, so
we had to rewire for the plugs to work on this fan. 2) The radiator did not have a
transmission cooler in it, so in order to install the radiator we had to get extra
hoses and clamps for it. All of these extra adjustments took additional time and
work to make the parts adaptable. These parts were definitely not of the quality
that the customer claimed them to be. Had I ordered everything the customer
had checked for me to order, I would have encountered other problems. This just
shows that I am not the "ignorant" person this customer claims me to be. I did
inform the insurance company about the poor quality of the parts the customer
had ordered instead of the O.E.M. parts the insurance company had authorized
and issued payment for to the customer.
In addressing the customers' complaint about the fluids in this vehicle, the anti-
freeze level was filled and then rechecked. The transmission fluid was also
checked and full. Anyone that knows anything about an automatic transmission is
aware that a vehicle will not drive anywhere without fluid in it, not even across a
parking lot. The only thing that was not checked was the power-steering, and we
had not been able to test drive the car at this point to check it. This wasn't even
figured on the insurance estimate.
As for the customer using a rental vehicle or having to get a ride, that is just
reality when you are involved in an accident and don't have Rental Insurance.
Then you have to pay for it out of pocket. I don't feel that we should be
responsible for her transportation while her vehicle was being repaired in a timely
manner.
I would like very much for this matter to finally be settled. Thank you.
Sincerely,
[redacted], [redacted], **. / J & D Automotive Center
[redacted] / J & D Auto Body
I am writing this letter in response to a complaint you received from a customer about her experience
with our shopI am sorry she was not satisfied with the work being done on her vehicle
The car parts that the customer ordered herself for her vehicle did not fit properly and the outcome
of
putting them on would have led to a job that was not up to our quality of workWe contacted the
customer and advised her of the problem, but she insisted we go ahead and install the parts that she
providedIn the process of trying to make the front bumper fit, it crackedIf the parts were of the
quality that the customer claimed them to be, there would have been no reason to try to force them to
fitThese said parts were shipped to our shop without any mounting hardware and in no way would
mount with the original clips and brackets on the vehicleWe waited for at least three weeks for all the
parts to arrive that the customer ordered before we could inventory and order what other parts were
needed, before starting work on this job
After receiving this complaint, I pulled up on the computer to check the reviews posted for these parts
and was shocked to see the number of complaints this company has gottenIf the customer would have
checked this company's product first, she would have found that the parts were of lesser quality
As for the labor costs that our shop charged for the repairs, the customer was charged only for the work
that we completedI am enclosing for your review a copy of the invoice the customer was provided
Labor was not charged for the removal of the bumperNor was she charged for the recovery and
charging of the AC UnitThere was no "hidden costs" or any charges for anything that wasn't done to
this customers' vehicle
Sincerely,
*** ***, **
DBA: J & D Automotive Center/J & D Auto Body
*** *** ***
Staunton, VA
###-###-#### Ext. *
Revdex.com:
I have reviewed the response offer 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.
I've stated my complaint, and clearly the employee is in fact ignorant to the validity of the complaint I put in. This has turned into a he said she said and I have credible witnesses on standby that were there when I said "If you can perform the work correctly then do it, but if you can't I will figure something out" The bottom line is, they did damage to property that wasn't damaged when they got the property in their possession, and they ARE responsible for it. If they choose, we can settle this in the court of law with the statements from the numerous witnesses to the complete process and I can get the lawyer fees covered by them as well, along with all the other fees incurred, including the rental car, and they could risk losing their job over this, or they can claim responsibility, settle the debt by paying me for the cost to replace the bumper they damaged, and we can be done with this issue. I'm done arguing about this like children. I preferred to settle this when I picked up the car, they lashed back, so I stepped up to the Revdex.com to see if the company would listen to reason, now, seeing as the process of reason and negotiation is not working, I may be forced to take other routes.
Regards,
[redacted]
Revdex.com:
I have reviewed the response offer 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.
Upon ordering the part's I had paid extra for them to be rush delivered to the company. I let the company know of this and they told me that it would be fine to ship the parts directly to them. I let them know that there were a few parts they would need to order and faxed them a [redacted] of the things that I ordered and told them to order the rest. They sat on my car, forcing me to line up rental vehicles and car rides and 2x the gas I would normally be paying when I did not have a rental vehicle, all in which I paid out of pocket while they sat on my car. If they knew they couldn't do the work they should have told me sooner and not charged me a dime. On the 22nd I had to tell my Military supervisor I needed to see the damage that they caused on the car and he had to relieve me from work so I could find a ride to the shop and look at the damage. I was given my car and the pieces to my car, and was not refunded for the damage and additional work and towing that I needed to pay. When I tried to talk to Mr. [redacted] in a civilized manner about the issues he has caused in front of my coworker he proceeded to yell at me and charged me over the amount that the insurance company even gave me for the full repair of the car, without performing a full repair of the car in order to release the car to me so I could get it worked on by someone else before I pcsed to the UK for my orders. I paid 125 dollars for towing, 1000 for the body to be mounted and I still need to fix the bumper, I paid over 200 for a rental and even more in gas to have other people drive 20 minutes out of the way to pick me up and take me to work and then drop me off again. Mr [redacted] was ignorant and extremely unprofessional when handling me and ended up doing damage to my vehicle that I feel he should be responsible for paying for. He handed me my car to me in pieces, and did not even complete the full amount of work on the vehicle. Upon picking it up he said that all the engine work had been completed and drove the car without the body, the tail lights on and without the trunk lid opener mounted and parked it in the parking lot. When we went to put it on the tow truck and take it down me, my coworkers, and the man in charge of towing the vehicle all noticed the power steering fluid was low. We then looked at the coolant levels, there was nothing there, and then we checked the transmission fluid, there was none in there. Mr. [redacted] turned my car on and drove it without fluids in the vehicle causing issues that I am now addressing. I am not asking him to refund me for that, but I would like to be paid the amount of the front bumper cover so I can have it fixed. The front bumper specifically cost me 740 dollars, the entire body kit cost 2195 dollars and they are good quality and fit to my car currently after a fews days of work. Mr. [redacted] specifically interrupted conversations between me and my coworkers who where always there as witness to the treatment I received to try and tell me that the bumpers were "only worth a nickel" he did not [redacted]en to me and simply berated me with attitude. The only reason the quality of the bumper was blow 740 dollars was because he damaged it, and legally, he should be liable to pay for those damages. I'm a simple person, and I'm not asking for much. Just as I accept responsibility for what I do on the job in the United States Navy I would like to think that he could take responsibility for what hes done and settle this issue.
Regards,
[redacted]
This letter is in response to the complaint ID# [redacted].
First I would like to say, yes, I did raise my voice, but I also apologized for that.
I am enclosing a copy of the appraisal from the [redacted] that was dated on
7/26/2014. Also enclosed is a copy of the list that the customer sent me on
7/20/2014 with a "*key" of: 1.) what she ordered 2) what may be needed and 3)
what was not ordered (that she wanted us to order). Our shop invoice (also
enclosed) is dated on 8/22/2014.
After I was sent a parts list of what I needed to order, I did so. There wasn't a
problem with any of the parts that I ordered. It was out of my control of how long
it took to gets all the parts into my shop that the customer had ordered. She
stated that we just "set" on her vehicle, but in fact, this job was put ¡n front of
already scheduled work just so we could get ¡t finished as soon as possible. We
also had to wait until the insurance company gave us the OK on a supplement
order before we could begin the repair. And, these things do take time!
As for us charging more than the insurance company had figured the repairs to be
is a huge untruth. I have the paperwork (enclosed) to prove it. A copy of my bill
was for $,640.77 and a copy of the insurance estimate totaled $2,182.82. To me,
this is a long way from over-charging what the insurance company had figured for
the repairs. I feel the customer has been very misleading with her statements.
It takes 5.0 hours to remove and install both bumpers and the rocker molding. If
these parts would have fit like I was made to believe that they would, it would not
have taken three additional days and cost $1.000.00 to install them. After
speaking with the customer and advising her of the poor fit, I told her that I did
not think that the parts would go on the car properly. She told me to try anyway!
This was when the front bumper cracked while trying to install it. When I
informed the customer of the damage, she was very irate. There were two spots
of damage about half the size of a dime. This was when the customer told me
that I would need to grind on the parts, drill holes and mount the bumpers. She
also informed me to put the parts in the sun and reform them to fit. This whole
time l was thinking there was no way these parts were an O.E.M. fit. I don't feel I
should be held responsible for the damage incurred with ill-fitting parts the
customer had ordered and insisted I install them when I had advised her against
it. I operate a highly respectable Auto & Body Shop business and have for many,
many years. I know what I am doing, but occasionally there are some that think
they know more than l.
Other problems we encountered were: 1) the fans that the customer purchased
was "one speed" and not "two speed" as the O.E.M. fans were supposed to be, so
we had to rewire for the plugs to work on this fan. 2) The radiator did not have a
transmission cooler in it, so in order to install the radiator we had to get extra
hoses and clamps for it. All of these extra adjustments took additional time and
work to make the parts adaptable. These parts were definitely not of the quality
that the customer claimed them to be. Had I ordered everything the customer
had checked for me to order, I would have encountered other problems. This just
shows that I am not the "ignorant" person this customer claims me to be. I did
inform the insurance company about the poor quality of the parts the customer
had ordered instead of the O.E.M. parts the insurance company had authorized
and issued payment for to the customer.
In addressing the customers' complaint about the fluids in this vehicle, the anti-
freeze level was filled and then rechecked. The transmission fluid was also
checked and full. Anyone that knows anything about an automatic transmission is
aware that a vehicle will not drive anywhere without fluid in it, not even across a
parking lot. The only thing that was not checked was the power-steering, and we
had not been able to test drive the car at this point to check it. This wasn't even
figured on the insurance estimate.
As for the customer using a rental vehicle or having to get a ride, that is just
reality when you are involved in an accident and don't have Rental Insurance.
Then you have to pay for it out of pocket. I don't feel that we should be
responsible for her transportation while her vehicle was being repaired in a timely
manner.
I would like very much for this matter to finally be settled. Thank you.
Sincerely,
[redacted], [redacted], **. / J & D Automotive Center
[redacted] / J & D Auto Body