I spoke with Mr [redacted] 11/and emailed him the below information 11/Dear Mrand Mrs [redacted] ,Below is my email from WednesdayI tried to send it at 5:last week, but it bounced backI am glad I was able to get a different number and email so we can better communicatePlease let me know if you have any questions---------- Thank you for calling today, and I am sorry that you are frustrated with your repairI've spoken with [redacted] and reviewed our paperwork and documentation, which would be happy to show you at any timeI still have some things to look at, but the technician that has been repairing the vehicle left already for the dayIn reviewing the timeline up until November 9th, I do not see any mistakes on our endI 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 damageThere are a large amount of supplements, but we did not write this estimate, Geico didHowever, 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 companiesAlso, we did have a delay writing the first supplement of business days October 19-24thThis is not ideal, but is within our delays that we can experienceWe normally try to write them in no more than business days12-October the vehicle was delivered to usGeico came and wrote their estimate18-October we were given authorization by Geico to begin work on the vehicleAt 1:58pm our technician started to perform the work approved by GeicoOctober 19th he identified additional problems that were not in Geico's estimate, and informed our collision repair department24-October we submitted Supplement #to Geico on additional damage they did not write in their estimateThis is the delay I mentioned aboveOctober- Geico approved Supplement #1, and we ordered partsParts ETA was OctoberOctober- The technician continued work and found additional problemsWe wrote supplement #which became #due to a change on Geico's end from what I can seeI do not see any change on the repairI 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 identifiedOctober parts arrivedNovember 3- Vehicle was repaired to where it would startCheck engine light came on and is noted at 2:11pmTechnician reported additional repairs needed to collision repair department to write an additional supplementNovember 6- We submitted supplement request #to Geico the next working dayNovember 9- Geico approved additional repairsParts orderedI need to speak with the technician and review his paperwork for this section of the timelineThe parts arrived, the vehicle was repaired, and when it was started, smoke came out of the engine and additional repair needs were determinedNovember 15th, additional supplement #submitted to GeicoNovember 16th supplement approvedParts orderedParts arrived November except the part that is not availableWe are now waiting on the parts to become available, but they are backordered nationallyRegarding a rental car, most insurance companies will only cover days even when repairs take longer for legitimate reasonsIf we have mistakes on Bird Kultgen's end, we will certainly cover a carThe delay writing supplement #mentioned above I do think was our fault because we were backed up, and caused about days extra in your timeline [redacted] said he covered the rental car for days for you, which I view as more than fairI would recommend contacting your insurance company and seeing if they will provide you additional coverageNormally they will not unfortunatelyI will let y'all know what information I find out from the technician when he returnsHe 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 Mrand Mrs [redacted] ,I spoke with the technician who has been repairing your vehicle, and got a few more pieces of informationI 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 repairWhen our technician initially met with the Geico estimator, he requested hours of time to disassemble and diagnose the vehicleGeico denied this, and it put us into the very slow step by step process your insurance company requiresWe have absolutely no control over this processThe supplement 2/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 headThere are about hours of labor now required to replace the headFor the time period around November 10th, Geico denied our request to use a new turbo pumpThey 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 attachmentsWe cannot reuse most attachments on that partThe technician installed everything he could but was waiting on those additional parts during this time delayThis is not uncommon for the insurance industryAgain, if you have any questions or would like to see any documentation, please just let me knowI 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
I spoke with Mr [redacted] 11/and emailed him the below information 11/Dear Mrand Mrs [redacted] ,Below is my email from WednesdayI tried to send it at 5:last week, but it bounced backI am glad I was able to get a different number and email so we can better communicatePlease let me know if you have any questions---------- Thank you for calling today, and I am sorry that you are frustrated with your repairI've spoken with [redacted] and reviewed our paperwork and documentation, which would be happy to show you at any timeI still have some things to look at, but the technician that has been repairing the vehicle left already for the dayIn reviewing the timeline up until November 9th, I do not see any mistakes on our endI 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 damageThere are a large amount of supplements, but we did not write this estimate, Geico didHowever, 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 companiesAlso, we did have a delay writing the first supplement of business days October 19-24thThis is not ideal, but is within our delays that we can experienceWe normally try to write them in no more than business days12-October the vehicle was delivered to usGeico came and wrote their estimate18-October we were given authorization by Geico to begin work on the vehicleAt 1:58pm our technician started to perform the work approved by GeicoOctober 19th he identified additional problems that were not in Geico's estimate, and informed our collision repair department24-October we submitted Supplement #to Geico on additional damage they did not write in their estimateThis is the delay I mentioned aboveOctober- Geico approved Supplement #1, and we ordered partsParts ETA was OctoberOctober- The technician continued work and found additional problemsWe wrote supplement #which became #due to a change on Geico's end from what I can seeI do not see any change on the repairI 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 identifiedOctober parts arrivedNovember 3- Vehicle was repaired to where it would startCheck engine light came on and is noted at 2:11pmTechnician reported additional repairs needed to collision repair department to write an additional supplementNovember 6- We submitted supplement request #to Geico the next working dayNovember 9- Geico approved additional repairsParts orderedI need to speak with the technician and review his paperwork for this section of the timelineThe parts arrived, the vehicle was repaired, and when it was started, smoke came out of the engine and additional repair needs were determinedNovember 15th, additional supplement #submitted to GeicoNovember 16th supplement approvedParts orderedParts arrived November except the part that is not availableWe are now waiting on the parts to become available, but they are backordered nationallyRegarding a rental car, most insurance companies will only cover days even when repairs take longer for legitimate reasonsIf we have mistakes on Bird Kultgen's end, we will certainly cover a carThe delay writing supplement #mentioned above I do think was our fault because we were backed up, and caused about days extra in your timeline [redacted] said he covered the rental car for days for you, which I view as more than fairI would recommend contacting your insurance company and seeing if they will provide you additional coverageNormally they will not unfortunatelyI will let y'all know what information I find out from the technician when he returnsHe 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 Mrand Mrs [redacted] ,I spoke with the technician who has been repairing your vehicle, and got a few more pieces of informationI 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 repairWhen our technician initially met with the Geico estimator, he requested hours of time to disassemble and diagnose the vehicleGeico denied this, and it put us into the very slow step by step process your insurance company requiresWe have absolutely no control over this processThe supplement 2/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 headThere are about hours of labor now required to replace the headFor the time period around November 10th, Geico denied our request to use a new turbo pumpThey 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 attachmentsWe cannot reuse most attachments on that partThe technician installed everything he could but was waiting on those additional parts during this time delayThis is not uncommon for the insurance industryAgain, if you have any questions or would like to see any documentation, please just let me knowI 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