Carriage Rebuild Inc

Complaint: ***I am rejecting this response because: The Carriage Rebuild alleges I provided "statements." This allegation is false.Sincerely,*** ***

[redacted]Please view attached document[redacted]
Attention: [redacted] November 9, 2015
· Subject: Complaint Filed by [redacted], ID #[redacted]
 
Dear [redacted]:
Please note your records that Mr. Jeremy B[redacted] is now the manager of Carriage Rebuild, fnc. Mr. Rodney B[redacted] has...

retired.
Today we received your letter dated November 2, 2015, regarding the com plaint filed by Mr. [redacted], which was filed on October 20, 201 5. To our knowledge this entire situation was resolved on October 29, 201 5, at which time Mr. Jeremy B[redacted] telephoned Mr. [redacted] to discuss his concerns and Carriage Rebuild, Inc. refunded
$21 5.49 to Mr. [redacted].
Complaints and comments Mr. [redacted] posted in the nextdoor Downtown Bothell" neighborhood website follow.
 
autobody shop repair _., Jet
[redacted]
Carriage Rebuild at [redacted] overcharged me by $495. I suggest avoiding the business.
[redacted] from Downtown Bothell23 Oct
I did indeed call and ask to discuss my concerns. I did not get a call back and the secretary refused to answer my next two calls, sending me directly to "voice mail no longer working."
[redacted]
The comment on the power of social media is certainly true. And I did indeed call three times and wait a week for a Carriage Rebuild response before posting m y negative comment. Carriage Rebuild has subsequently reached out to me and refunded the overcharge. I consider the matter resolved.
In case you still require additional information regarding our response to this complaint, the following information is provided.
On Friday, October 16, 201 5, one week after the vehicle was completed, our office received a call from Mr. [redacted] say I ng he'd like to talk to Jeremy about some of the items listed on his repair order. The message was amongst several we got and was placed in the return call holder. This is the first we have been notified that he actually filed a complaint with the Revdex.com four days later (two working days for us). The next notice received regarding this issue was late the following Thursday, October 22rd. A neighbor can1e over and told us that a compliant had been filed against Carriage Rebuild on the "[redacted]" neighborhood website, see the complaint provided above.
On October 23rd, Mr. [redacted] wrote an additional complaint regarding our business. He claimed that he had called
Our office three times and twice the receptionist failed to accept his calls. This was a false statement direct l y made to harm our business. The two second calls listed on Mr. [redacted]'s com plaint never rang through to our office. He claimed the voice mail wasn't even  set up which means that Line I was being used by our business so the call rolled over to Line 2 and the voice mail box for the second line is not set up. There was no way for our office to know that
Mr. [redacted] had called an additional two times as our office phones do not have caller ID. Two of the days of the prior week, following his call on Friday, the office administrator was out of the office as her Mom had back surgery. That left only one person to run the entire office; receive deliveries; pay drivers; give estimates; etc., thus, calls were not returned in a timely manner.
All type of personal comments from the public were being made on the Bothell website. Due to a false statement made by Mr. [redacted], Patsy, the person listed as the Salesperson in the complaint, typed the following response on October 26th:
[redacted] from Downtown Bothell26 Oct
I must comment on your responses [redacted]. You need to come back in to the shop and discuss this directly with the owner. I DID NOT refuse to answer your next two calls! In fact, we don't even have caller ID. I was also out of the office for a day and a half as my Mom had back surgery so I am suspecting many calls went to Line 2. Line 1 has the VM box. If I am on line I then other incoming calls go to Line 2. If I am working with insurance adjustors I do not put them on hold to answer the 2nd line. There are two sides to every story and I feel you are voicing an opinion which is negative towards our business; however, you won't come in and talk to us. Sorry you're not happy with your experience as our goal is always to consider the customer first. Write a reply...
Needless to say, the above comment created more negative comments from Mr. [redacted] and additional false statements. It was at this point it was determined to keep opinions to ourselves and contact Mr. [redacted] to discuss his concerns. The extra work we did on the vehicle, per the owner’s request, was completed. This included touching up and buffing the front and rear bumpers, which the customer had asked us to do. One of the repairs on the insurance claim did not have to be completed the way it was written so we left it as it was and was not going to charge the customer any extra for the touch up of the bumpers. After discussion with Mr. [redacted] it was determined that we would revise the repair order to reflect what we did based on the insurance estimate we provided him a refund of$215.49. The last couple statements made by Mr. [redacted] state that we refunded the overcharge;
However, does not mention that we refunded only a portion of the amount he was requesting nor does it say that he received free labor and materials to improve the appearance of his vehicle. This makes it appear that we did overcharge him by $495.00.
This entire situation is very unfortunate as we strive to please our customers. The success of our business over the past 41 years is due to repeat customers, their families, friends, referrals and our location. Hopefully Mr. [redacted] will find a body shop in his future that he is pleased with.
Thank you for letting Carriage Rebuild Inc. take this opportunity to comment on the complaint that your office received. We would appreciate knowing any further correspondence you have regarding this issue or the impact it has placed on our family business.
 
 
Sincerely,
 
Jeremy W. B[redacted]
Manager
Carriage Rebuild, Inc.