Cape Cod Cabinet Company, Inc.

I spoke with Mr*** todayWe are working hard to complete the repairIf we are not able to do so by Friday, I am going to provide him with a loaner car

We sent the information on the cancellation to the insurance company (Service Group in Austin, TX). They issue the refund either directly to the customer or the lienholder if that is appropriate. There are circumstances in which they issue it to us and we then reimburse the
customer. We have spoken with the customer several times and have also been told by Service Group that they had issued the check earlier this month. As it has not come to us we have to assume it was sent to her. If you would like I will request a copy of the check but they have no obligation to send me one. We will also ask them if they can reissue the check to us so we can forward it to the customer. Again I do not know if they will do this. I suspect this is an issue of timing and cycles of issuance by the carrier. It is also possible that their address of record may differ from the customer's address or that it simply is lost or delayed in the mail.You may also be interested to know that we are not a Revdex.com member but I am responding out of courtesy

Complaint: ***
I am rejecting this response because:
I recorded phone calls where I have been given contrary information by the dealershipI was assured the car would be ready by thanksgiving only to be told days later that would not happenI was told the parts were nationally backordered only to be told today the parts are not only in stock but also have arrivedThe dealership points the finger at the insurance and the insurance says it's the dealerAny good mechanic should not need seperate quotes on what parts are neededA compression test at the very beginning would have diagnosed the cracked blockInstead thousands of dollars were spent on repairs only to find the block was crackedAll I have been given are excuses instead of answersI am forwarding my complaint to the Texad Attorney Generals Office and FordThis situation could have been handle much differentI have made every effort to resolve this and only received a call from the dealership today due to my Revdex.com complaintAbsolutely no resolution has been achievedEach time I ask for an end date I'm just told something to satisfy me at the momentI've attached a photo of the damageIt's obviously not extremely extensive to warrant over a month at the dealership.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I will check the mail until I have received the reimbursement check. [redacted] confirmed my Address: [redacted] Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Mrs. [redacted] did provide me a loaner vehicle when it was clear my car would not be finished by the end of the day Dec 1. I am satisfied with this. My concern from the beginning was having a vehicle while mine was being repaired. Mrs. [redacted] has stayed in contact with me and kept me informed on the status of my vehicle. 
Regards,
[redacted]

I spoke with Mr. [redacted] 11/27 and emailed him the below information 11/27. Dear Mr. and Mrs. [redacted],Below is my email from Wednesday. I tried to send it at 5:46 last week, but it bounced back. I am glad I was able to get a different number and email so we can better communicate. Please let me...

know if you have any questions. ---------- Thank you for calling today, and I am sorry that you are frustrated with your repair. I've spoken with [redacted] and reviewed our paperwork and documentation, which would be happy to show you at any time. I still have some things to look at, but the technician that has been repairing the vehicle left already for the day. In reviewing the timeline up until November 9th, I do not see any mistakes on our end. I have one area I still need to research (in bold below). We are only allowed to perform the work Geico writes in their estimate until we can prove there is additional damage. There are a large amount of supplements, but we did not write this estimate, Geico did. However, they did operate normally from what I can tell, as insurance companies will not write more than can physically be proven at the time, and mechanical repairs are very complex for insurance companies. Also, we did have a delay writing the first supplement of 3.5 business days October 19-24th. This is not ideal, but is within our normal delays that we can experience. We normally try to write them in no more than 2 business days. 12-October the vehicle was delivered to us. Geico came and wrote their estimate. 18-October we were given authorization by Geico to begin work on the vehicle. At 1:58pm our technician started to perform the work approved by Geico. October 19th he identified additional problems that were not in Geico's estimate, and informed our collision repair department. 24-October we submitted Supplement #1 to Geico on additional damage they did not write in their estimate. This is the delay I mentioned above. 25 October- Geico approved Supplement #1, and we ordered parts. Parts ETA was 31 October. 27 October- The technician continued work and found additional problems. We wrote supplement #2 which became #3 due to a change on Geico's end from what I can see. I do not see any change on the repair. I need to ask technician more details about the additional supplement #2/3, but I do not see where it caused any delays as we were waiting on parts previously identified. 31 October parts arrived. November 3- Vehicle was repaired to where it would start. Check engine light came on and is noted at 2:11pm. Technician reported additional repairs needed to collision repair department to write an additional supplement. November 6- We submitted supplement request #4 to Geico the next working day. November 9- Geico approved additional repairs. Parts ordered. I need to speak with the technician and review his paperwork for this section of the timeline. The parts arrived, the vehicle was repaired, and when it was started, smoke came out of the engine and additional repair needs were determined. November 15th, additional supplement #5 submitted to Geico. November 16th supplement approved. Parts ordered. Parts arrived November 18 except the part that is not available. We are now waiting on the parts to become available, but they are backordered nationally. Regarding a rental car, most insurance companies will only cover 30 days even when repairs take longer for legitimate reasons. If we have mistakes on Bird Kultgen's end, we will certainly cover a car. The delay writing supplement #1 mentioned above  I do think was our fault because we were backed up, and caused about 2 days extra in your timeline. [redacted] said he covered the rental car for 3 days for you, which I view as more than fair. I would recommend contacting your insurance company and seeing if they will provide you additional coverage. Normally they will not unfortunately. I will let y'all know what information I find out from the technician when he returns. He is on vacation until Monday, but we are at a standstill until the part arrives [redacted] Vice President Bird Kultgen Ford [redacted] www.bkford.com Mr. and Mrs. [redacted],I spoke with the technician who has been repairing your vehicle, and got a few more pieces of information. I do have one piece of good news, we were able to get the replacement head in early, and we do now have all of the parts required to complete that repair. When our technician initially met with the Geico estimator, he requested 16 hours of time to disassemble and diagnose the vehicle. Geico denied this, and it put us into the very slow step by step process your insurance company requires. We have absolutely no control over this process. The supplement 2/3 issue was just a part change and didn't cause any delays.  On supplement 4, we had to get all of the other repairs performed first- fix cooling system, clear all of the codes from the engine, etc, before we could start and run the vehicle which is when we were able to diagnose the broken head. There are about 25 hours of labor now required to replace the head. For the time period around November 10th, Geico denied our request to use a new turbo pump. They had us order a used turbo, which came in quickly, but it did not come in with all of the fittings and such that are required to install it, so while we had the turbo, we were waiting on all of the attachments. We cannot reuse most attachments on that part. The technician installed everything he could but was waiting on those additional parts during this time delay. This is not uncommon for the insurance industry. Again, if you have any questions or would like to see any documentation, please just let me know. I am sorry that y'all are having to go through this, and we are working hard to repair your vehicle and get it back to you. [redacted] Vice President Bird Kultgen Ford [redacted] www.bkford.com