Capital Assets Financial Services

We chose not to mention the seats to this customer due to her already irrational behaviorWe wanted to finish the job and for this customer to leave the premisesWe gave her a loaner vehicle a second time for the same reasonWhat else could we do? The damage was already done to our vehicleThe seats were not damaged when she took it out, but were damaged when she returned itDoesn’t take an Einstein to figure that one outThe issue with the brakes was nothing more than a sensor, a warning sensor that is on all carsWe put her in and paid for a rental in an attempt to appease herWe are certain that this issue was over exaggeratedDifficult customers often willWe paid her deductible, fixed the new damage at no additional cost, put her in a loaner car and a rentalStill not good enough for herThe “huge dent” she claims we did, which we did not, was only a chip, we have picturesThe employee was instructed to stop touching up the chip because it was unacceptable and was to be refinished according to factory specifications because it was part of the repairTouching up a chip that is not part of the damage is and usually done as a courtesySince we’re playing he said/she said, she accused us of being [redacted] ***, which is not true and she has absolutely no proof of thatShe stated in her response that a “45” year employee said these things to herWhen asked, he stated to us that he said no such thing and had no valid reason for the accusationsHe simply said he would helpShe lied to us about the second accident and then tried to blame us for something that she did herselfAgain, we have picturesShe also told one of our employees that she was going “to make it hell for us”We think that this is what’s going on here with this complaintShe has defamed us on other sites as wellWe have a clean record, as far back as we can rememberIf we treated people and their vehicles the way she says, we would not be in business after yearsWe have served this community honorably and for a long timeSee attachments

The car was brought in before Christmas and was behind due to parts not being available from the supplier, so she is correct in the delayIt was Christmas time, some suppliers do- shut down for a periodAs a courtesy we gave her a loaner vehicle which she then stabbed (with what appears to be a
knife) the passenger seat and back seatsPictures and timestamps available upon requestAfter we received our car back with the obvious damage we wanted her to leave and even offered to go above and beyond to get her vehicle doneshe agreed and left with all items ready and goodApproximately three months later she contacted us with a possible radiator leak but did not bring us her vehicle for another two months (in the meantime she got into another collision and did not tell us) we inspected and found nothing wrong with radiator (no charge warranted) then she said it was the transmission (we didn't work on that) but also no leaksShe also had a bumper that was not fitting correct and had damage to itWe repaired the bumper even though our technicians believed it was related to another accident (we didn't know she had had another accident at this point)It is the insurance company who determines which parts will be repaired and which will be replaced, not the shopWhen she came to pick up her car she found a scratch that she blamed on our staff which was shown in pictures to be there when the car was dropped off. We have been in business for over a half century and have never dealt with a person like this customerWe have shown professionalism and integrity with this customer as well, obviously not from her point of viewWe would not have been able to remain in business all these years if we treated people like she says we didRegardless of how we treated this person, nothing would have satisfied herWe triedWe fixed the “new damage” to the front bumper and headlamps at no additional costs in an attempt to accommodate herAt that point we referred her back to her insurance company for the new claimWe would deal with her through them only

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** First off, this business is accusing me of damaging their car- I have a HUGE problem with that because I never once did anything to their car- when I first got it the brakes were grinding and I took it upon myself to call them to see what they wanted me to doI took it back in for them to repair it and they even had to put me in an Enterprise rental car for the night while their technician fixed the brakes- I'm sure you all remember that because you had to pay for it and were not happy BUT I was not going to drive a car around with the brakes grindingAlso, if they actually thought I purposely damaged their car why would they have not brought it to my attention until now AND why would they have let me use the "loaner" car again just a few weeks ago??? Come on nowTheir story doesn't add up at allAND all of this talk of accommodating me- NO NO NOI went through absolute *** with this company because it was being ran by *** *** and no one knew how to do their jobWhen I took my car back in there this last time, I talked to a guy who has been with the company for years (***) and he told me about the *** ***, the bad jobs being done and told me that the majority of the repairs/work done since the beginning of the year had been brought back because people weren't happy- That's when he told me he was going to "take care of me." I'M NOT THE ONLY ONE! I understand you all have been in business that long- that's part of the reason I came to you allHUGE mistakeI was very calm and never gave you all much grief until the very last time when I was supposed to pick my car up and I got there and a huge dent had been put into the side of my vehicleOne of their paint guys was EXTREMELY unprofessional and came in and said "Not my fault- a rock must have flew up and hit the car." From that point on yes, I was LIVIDI then walked to the back of the building where my newly damaged car was and he was in the back PAINTING the scratch/dent with a brush right out backThe lady in the front that had walked out with me started yelling at him to stop because there is NO way I would want my vehicle back looking like thatI am fully aware that mistakes are made, you can't always handle a disgruntled employee until something crazy happens but I have never in my life seen a *** show like thisYou claim to have been in business fora long time- do you think maybe it's time to close shop? I wouldn't recommend my dog to go to youJust saying

We chose not to mention the seats to this customer due to her already irrational behavior. We wanted to finish the job and for this customer to leave the premises. We gave her a loaner vehicle a second time for the same reason. What else could we do? The damage was already done to our vehicle. The seats were not damaged when she took it out, but were damaged when she returned it. Doesn’t take an Einstein to figure that one out. The issue with the brakes was nothing more than a sensor, a warning sensor that is on all cars. We put her in and paid for a rental in an attempt to  appease her. We are certain that this issue was over exaggerated. Difficult customers often will. We paid her deductible, fixed the new damage at no additional cost, put her in a loaner car and a rental. Still  not good enough for her. The “huge dent” she claims we did, which we did not, was only a chip, we have pictures. The employee was instructed to stop touching up the chip because it was unacceptable and was to be refinished according to factory specifications because it was part of the repair. Touching up a chip that is not part of the damage is normal and usually done as a courtesy. Since we’re playing he said/she said, she accused us of being [redacted], which is not true and she has absolutely no proof of that. She stated in her response that a “45” year employee said these things to her. When asked, he stated to us that he said no such thing and had no valid reason for the accusations. He simply said he would help. She lied to us about the second accident and then tried to blame us for something that she did herself. Again, we have pictures. She also told one of our employees that she was going “to make it hell for us”. We think that this is what’s going on here with this complaint. She has defamed us on other sites as well. We have a clean record, as far back as we can remember. If we treated people and their vehicles the way she says, we would not be in business after 50 years. We have served this community honorably and for a long time. See attachments.