Car Kraft Auto Body, Inc.

Please see attached letter dated August 19,

Mr. [redacted] had a valid reasoning for two of his complaints, which were being attended to...

as he wrote his complaint and have since been resolved. Cleanliness is of course essential and a proper cleaning was overlooked by the car was service we used at the time and have since fired over this issue. Mr. [redacted] has since collected his car and we paid for a different car cleaning service to give him a full detailing.
The second valid issue he raised, the wheel alignment, was an oversight on our part due to the fact that General Motors does not provide adjustment bolts due to cost-cutting. One of the adjustment slips may have been triggered by hitting a pothole on our post-repair road test. We are one of the few body shops that has their own alignment equipment and we pride ourselves in doing the best work when it comes to suspensions.
From time to time, things get overlooked or don’t work out as we like and we act immediately resolVe the issue, as did in this instance. Unfortunately, this particular customer demands expectations beyond reasonable dimensions. To prove the point, from the onset of the repair, my employees and the [redacted] representatives received repeated and threatening phone calls from his father. As a result of this behavior, [redacted] refuses to deal with Mr. [redacted] except in writing.
Mr. [redacted] also references delayed parts in his complaint. Sheet metal and suspension work are two independent operations. Once the cosmetic damage is repaired, the car must he test-driven and the car must be evaluated and diagnosed. Waiting for the additional parts, which is out of our control, was the cause of Mr. [redacted]’s delay. Another shop would have ignored the defect and if we worked the same way we wouldn’t be experiencing this grief today.
This particular customer cannot be appeased by any stretch of the imagination and even his insurance company does not want to communicate with him due to his and his father’s sustained verbal abuse. We have resolved his few legitimate complaints and now consider the matter to be closed.

Complaint: [redacted]
I am rejecting this response because:
My father never called and screamed at anyone at [redacted] nor the shop. The shop manager, [redacted], confirmed this as well when I was on site. The alignment was off far too much to be due to a pot home and the street does not have any significant damage near the shop. I do not trust the non visible work to be accurate and I am still requesting a third party to validate the work due to this in addition to the rudeness and unprofessional behavior of their owner. 
Regards,
[redacted]

I am looking for a refund for the money I paid to Car Kraft which amounts to $500 due to the lack of professionalism in addition to the poor work that they have done on my car. To this day, my car has been back two times and yet a third time is still required being they have not been able to properly perform the repairs on my vehicle.

Complaint: [redacted]
I am rejecting this response because:
When my car was brought in, it should have been fixed right the first time. I should not have to take time out of my schedule in order to allow for multiple repairs for their shoddy work. Additionally, Mr. [redacted] is rude, condescending, and tries to become confrontational every time I enter his place of business. It is to the point I almost do not feel comfortable being in the same vicinity as him. The last interaction he kept trying to bait me into yelling at him. When I kindly asked him to walk away, he continued to badger me. A reputable business should have checks and balances put into place so a customer should not have to bring his car back multiple times and no less be blamed for it as Mr. [redacted] holds me accountable for the improper repairs. Due to all of this, I am still requesting a refund for all funds paid to Car Kraft in the amount of $500.00 due to the improper service I have received on my car and the continued harassment I receive every time I bring my car there.
Regards,
[redacted]

Review: I was called by Car Kraft on 7/15 to pick up my car after a long delay for getting parts for it. Upon getting there my car was brought around and I drove off after examining the external repairs. Once I drove 100 feet with my car it pulled hard to the right that did not exist when I dropped it off. Additionally, I also noticed that the car had a white powder all over the interior that did not previously exist as well. I turned around and brought it back to them immediately following this issue. They explained that an alignment as well as a test drive was completed which I found hard to believe and then a mechanic drove my car which validated what I had said about my car. The shop manager said he could get my car cleaned and aligned but it would take an hour to complete. Unhappily, I had no other choice and agreed. 25 minutes later I was then informed that they would not be able to complete this task due to another car being on the machine in pieces. I am not sure what took them so long to let me know this but the frustration started to mount. A few minutes later the owner, [redacted] (he refused to provide his last name) walked in. I attempted to discuss this with him. He then proceeded to blame me for rushing him to complete the job and that I called him everyday which was physically impossible being I was not in the country for the 11 days prior to that. On top of that, he then said if I did not get into the accident I would not have this issue in the first place. He then continued to provoke me and call me a pain in the [redacted] on top of all of it. How can one run a business this way? He said if I had any other issues to call a lawyer.Desired Settlement: I wanted to bring this to your attention so other people do not have to suffer the same way that I did with this company. The car rental service had informed me that he was yelling at a customer earlier in the day as well. Additionally, I want an apology, for this company to pay to have my car detailed, and a fee to have it inspected by another auto body shop to verify the work being they claim that this was done the first time and it clearly was not completed.

Business

Response:

Mr. [redacted] had a valid reasoning for two of his complaints, which were being attended to as he wrote his complaint and have since been resolved. Cleanliness is of course essential and a proper cleaning was overlooked by the car was service we used at the time and have since fired over this issue. Mr. [redacted] has since collected his car and we paid for a different car cleaning service to give him a full detailing.

The second valid issue he raised, the wheel alignment, was an oversight on our part due to the fact that General Motors does not provide adjustment bolts due to cost-cutting. One of the adjustment slips may have been triggered by hitting a pothole on our post-repair road test. We are one of the few body shops that has their own alignment equipment and we pride ourselves in doing the best work when it comes to suspensions.

From time to time, things get overlooked or don’t work out as we like and we act immediately resolVe the issue, as did in this instance. Unfortunately, this particular customer demands expectations beyond reasonable dimensions. To prove the point, from the onset of the repair, my employees and the [redacted] representatives received repeated and threatening phone calls from his father. As a result of this behavior, [redacted] refuses to deal with Mr. [redacted] except in writing.

Mr. [redacted] also references delayed parts in his complaint. Sheet metal and suspension work are two independent operations. Once the cosmetic damage is repaired, the car must he test-driven and the car must be evaluated and diagnosed. Waiting for the additional parts, which is out of our control, was the cause of Mr. [redacted]’s delay. Another shop would have ignored the defect and if we worked the same way we wouldn’t be experiencing this grief today.

This particular customer cannot be appeased by any stretch of the imagination and even his insurance company does not want to communicate with him due to his and his father’s sustained verbal abuse. We have resolved his few legitimate complaints and now consider the matter to be closed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

My father never called and screamed at anyone at [redacted] nor the shop. The shop manager, [redacted], confirmed this as well when I was on site. The alignment was off far too much to be due to a pot home and the street does not have any significant damage near the shop. I do not trust the non visible work to be accurate and I am still requesting a third party to validate the work due to this in addition to the rudeness and unprofessional behavior of their owner.

Regards,

Consumer

Response:

I am looking for a refund for the money I paid to Car Kraft which amounts to $500 due to the lack of professionalism in addition to the poor work that they have done on my car. To this day, my car has been back two times and yet a third time is still required being they have not been able to properly perform the repairs on my vehicle.

Business

Response:

Please see attached letter dated August 19, 2014.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

When my car was brought in, it should have been fixed right the first time. I should not have to take time out of my schedule in order to allow for multiple repairs for their shoddy work. Additionally, Mr. [redacted] is rude, condescending, and tries to become confrontational every time I enter his place of business. It is to the point I almost do not feel comfortable being in the same vicinity as him. The last interaction he kept trying to bait me into yelling at him. When I kindly asked him to walk away, he continued to badger me. A reputable business should have checks and balances put into place so a customer should not have to bring his car back multiple times and no less be blamed for it as Mr. [redacted] holds me accountable for the improper repairs. Due to all of this, I am still requesting a refund for all funds paid to Car Kraft in the amount of $500.00 due to the improper service I have received on my car and the continued harassment I receive every time I bring my car there.

Regards,