On August 16, 2016, customer [redacted] ***, had contacted our office to confirm that his vehicle drop off date was on August 17, We informed him that drop off time was between 8am - 9amHowever, he said he could not drop off until 3:30pmOur office worker explained to him that if he dropped off at 3:30pm, it would push his estimated completion date one more day forwardHe asked why and we said that no technician would be able to start the repairs on the vehicle due to the late drop off and because our shop closes at 4pmHe then stated that that was "BS" and that he would not be responsible to pay for an extra day of rentalMr [redacted] expected Kilani Fender to finish his vehicle repairs by the initial completion date, even with the late drop off that was close to closing of the shop.Shortly after Mr [redacted] had spoke with our office worker at Kilani Fender regarding the late drop off, [redacted] received a call from Mr [redacted] on August 16, 2016, explaining that he had been scheduled for repairs on 8/17/but did not want to bring it hereAttached is an email from Farmer's [redacted] stating that the customer did not want to bring the vehicle to Kilani Fender, IncWe tried to contact Mr [redacted] multiple times on August 16, to talk about the cancellation of repairs, however, his voicemail box was fullWe also tried to contact him multiple times on the morning of August 17, to let him know that we were cancelling repairs because of the email we receivedBut, was unsuccessful as the phone rang saying again, that the voicemail box was fullIt did give us the option to page Mr [redacted] with our phone number and we chose that option.During the day of August 17, 2016, we received no call back from Mr***Instead, he showed up to Kilani Fender at 3pmOur estimator explained to him that we had received an email from [redacted] stating that he did not want to repair at our facilityWith that email, it stated that the customer felt as if we did not want his businessHowever, we were under the impression that he did not want to repair with us due to drop off time policy and wanted to repair at another shopWe have been in contact with [redacted] and they informed us that they are trying to help the customer find another shop where their times are most convenient for him
Complaint: ***
I am rejecting this response because:As you see he agrees to pay for the rework knowing he did such he crappy job I still have dents in door and hood and the estimate paid for blending which you admitted on the phone to me that you didn't do Along with the fact you admitted you used a dent puller on my car you committed fraud !!! Insurance fraud and you know it
Sincerely,
*** ***
I am aware of the situation as I spoke to Mrs*** this morningShe expressed that she was unsatisfied with the work that was done and falsely accused the shop of not repairing the dent and painting the areaShe assumed that we did a paintless dent repair and only buffed the areaI have been
in contact with their adjuster at *** InsuranceCurrently the adjuster at *** Insurance is looking for another body shop for Mrs*** to get the re-work done on her vehicleWe have agreed to pay for the rework of the repairs, however, we will not be reimbursing any deductible as we followed the estimate that *** had initially provided to us
I don't have recordeded conversations from my cellphone. He was on speaker and I have two witnesses that he states that my adjuster new he was going to use a dent puller on my car he also said my car didn't need blending even though it was on the repair estimate in which he took payment from [redacted] for. I wouldn't be complaining had he done the work like it was supposed to do he also can't provide pictures of the work being done in which my adjusted and I have requested from him. The work on the car is aweful how many other people has this body shop done this too
On August 16, 2016, customer [redacted], had contacted our office to confirm that his vehicle drop off date was on August 17, 2016. We informed him that drop off time was between 8am - 9am. However, he said he could not drop off until 3:30pm. Our office worker explained to him that if he dropped...
off at 3:30pm, it would push his estimated completion date one more day forward. He asked why and we said that no technician would be able to start the repairs on the vehicle due to the late drop off and because our shop closes at 4pm. He then stated that that was "BS" and that he would not be responsible to pay for an extra day of rental. Mr. [redacted] expected Kilani Fender to finish his vehicle repairs by the initial completion date, even with the late drop off that was close to closing of the shop.Shortly after Mr. [redacted] had spoke with our office worker at Kilani Fender regarding the late drop off, [redacted] received a call from Mr. [redacted] on August 16, 2016, explaining that he had been scheduled for repairs on 8/17/16 but did not want to bring it here. Attached is an email from Farmer's [redacted] stating that the customer did not want to bring the vehicle to Kilani Fender, Inc. We tried to contact Mr. [redacted] multiple times on August 16, 2016 to talk about the cancellation of repairs, however, his voicemail box was full. We also tried to contact him multiple times on the morning of August 17, 2016 to let him know that we were cancelling repairs because of the email we received. But, was unsuccessful as the phone rang saying again, that the voicemail box was full. It did give us the option to page Mr. [redacted] with our phone number and we chose that option.During the day of August 17, 2016, we received no call back from Mr. [redacted]. Instead, he showed up to Kilani Fender at 3pm. Our estimator explained to him that we had received an email from [redacted] stating that he did not want to repair at our facility. With that email, it stated that the customer felt as if we did not want his business. However, we were under the impression that he did not want to repair with us due to drop off time policy and wanted to repair at another shop. We have been in contact with [redacted] and they informed us that they are trying to help the customer find another shop where their times are most convenient for him.
On August 16, 2016, customer [redacted] ***, had contacted our office to confirm that his vehicle drop off date was on August 17, We informed him that drop off time was between 8am - 9amHowever, he said he could not drop off until 3:30pmOur office worker explained to him that if he dropped off at 3:30pm, it would push his estimated completion date one more day forwardHe asked why and we said that no technician would be able to start the repairs on the vehicle due to the late drop off and because our shop closes at 4pmHe then stated that that was "BS" and that he would not be responsible to pay for an extra day of rentalMr [redacted] expected Kilani Fender to finish his vehicle repairs by the initial completion date, even with the late drop off that was close to closing of the shop.Shortly after Mr [redacted] had spoke with our office worker at Kilani Fender regarding the late drop off, [redacted] received a call from Mr [redacted] on August 16, 2016, explaining that he had been scheduled for repairs on 8/17/but did not want to bring it hereAttached is an email from Farmer's [redacted] stating that the customer did not want to bring the vehicle to Kilani Fender, IncWe tried to contact Mr [redacted] multiple times on August 16, to talk about the cancellation of repairs, however, his voicemail box was fullWe also tried to contact him multiple times on the morning of August 17, to let him know that we were cancelling repairs because of the email we receivedBut, was unsuccessful as the phone rang saying again, that the voicemail box was fullIt did give us the option to page Mr [redacted] with our phone number and we chose that option.During the day of August 17, 2016, we received no call back from Mr***Instead, he showed up to Kilani Fender at 3pmOur estimator explained to him that we had received an email from [redacted] stating that he did not want to repair at our facilityWith that email, it stated that the customer felt as if we did not want his businessHowever, we were under the impression that he did not want to repair with us due to drop off time policy and wanted to repair at another shopWe have been in contact with [redacted] and they informed us that they are trying to help the customer find another shop where their times are most convenient for him
Complaint: ***
I am rejecting this response because:As you see he agrees to pay for the rework knowing he did such he crappy job I still have dents in door and hood and the estimate paid for blending which you admitted on the phone to me that you didn't do Along with the fact you admitted you used a dent puller on my car you committed fraud !!! Insurance fraud and you know it
Sincerely,
*** ***
I am aware of the situation as I spoke to Mrs*** this morningShe expressed that she was unsatisfied with the work that was done and falsely accused the shop of not repairing the dent and painting the areaShe assumed that we did a paintless dent repair and only buffed the areaI have been
in contact with their adjuster at *** InsuranceCurrently the adjuster at *** Insurance is looking for another body shop for Mrs*** to get the re-work done on her vehicleWe have agreed to pay for the rework of the repairs, however, we will not be reimbursing any deductible as we followed the estimate that *** had initially provided to us
I don't have recordeded conversations from my cellphone. He was on speaker and I have two witnesses that he states that my adjuster new he was going to use a dent puller on my car he also said my car didn't need blending even though it was on the repair estimate in which he took payment from [redacted] for. I wouldn't be complaining had he done the work like it was supposed to do he also can't provide pictures of the work being done in which my adjusted and I have requested from him. The work on the car is aweful how many other people has this body shop done this too
On August 16, 2016, customer [redacted], had contacted our office to confirm that his vehicle drop off date was on August 17, 2016. We informed him that drop off time was between 8am - 9am. However, he said he could not drop off until 3:30pm. Our office worker explained to him that if he dropped...
off at 3:30pm, it would push his estimated completion date one more day forward. He asked why and we said that no technician would be able to start the repairs on the vehicle due to the late drop off and because our shop closes at 4pm. He then stated that that was "BS" and that he would not be responsible to pay for an extra day of rental. Mr. [redacted] expected Kilani Fender to finish his vehicle repairs by the initial completion date, even with the late drop off that was close to closing of the shop.Shortly after Mr. [redacted] had spoke with our office worker at Kilani Fender regarding the late drop off, [redacted] received a call from Mr. [redacted] on August 16, 2016, explaining that he had been scheduled for repairs on 8/17/16 but did not want to bring it here. Attached is an email from Farmer's [redacted] stating that the customer did not want to bring the vehicle to Kilani Fender, Inc. We tried to contact Mr. [redacted] multiple times on August 16, 2016 to talk about the cancellation of repairs, however, his voicemail box was full. We also tried to contact him multiple times on the morning of August 17, 2016 to let him know that we were cancelling repairs because of the email we received. But, was unsuccessful as the phone rang saying again, that the voicemail box was full. It did give us the option to page Mr. [redacted] with our phone number and we chose that option.During the day of August 17, 2016, we received no call back from Mr. [redacted]. Instead, he showed up to Kilani Fender at 3pm. Our estimator explained to him that we had received an email from [redacted] stating that he did not want to repair at our facility. With that email, it stated that the customer felt as if we did not want his business. However, we were under the impression that he did not want to repair with us due to drop off time policy and wanted to repair at another shop. We have been in contact with [redacted] and they informed us that they are trying to help the customer find another shop where their times are most convenient for him.