Certified Collision Repair

Initial Business Response / [redacted] (1000, 5, 2014/12/10) */ Thank you for your feedbackWe will take action to improve the communication with our customers to make sure that future requests are met We are happy to honor our 100% satisfaction guarantee and send you the requested refund of $

Initial Business Response / [redacted] (1000, 5, 2015/02/10) */ Thank you for sharing your experience and we are happy to honor our 100% satisfaction guarantee and send you the requested refund of $

Initial Business Response / [redacted] (1000, 5, 2015/01/23) */ I have approved a refund of $per customers request to be sent out todayI left a message on customers phone as to my decision

Initial Business Response / [redacted] (1000, 5, 2015/02/04) */ I talked to Mr***, and happily agreed to send him a $refund

Initial Business Response / [redacted] (1000, 17, 2015/03/26) */ I had good conversations with Customer, and acquired a clear understanding of his concernsThrough our conversations, we came to an agreement to refund Customer $ to help pay for services provided after we left the jobsite to get boiler safe and functional, inconveniences in being without heat for multiple days, and resolution to a pricing concern on furnace installationCustomer was gracious enough to keep maintenance agreement in place, allowing us to prove ourselves to him in the future

Initial Business Response / [redacted] (1000, 5, 2015/02/10) */ I talked to ***, agreeing to refund $54.00, and to come back out at no charge to show her, and anyone else who she would want, the potential problems with her equipment

Initial Business Response /* (1000, 5, 2015/01/15) */
I spoke at length with ***We are happy to provide a refund per their requestRefund total was $I explained to *** that our relationship, and their safety was more important than anythingI explained how our Service
Experts are more experienced in heat exchanger faults, than other companies, and offered to meet the other company at their home to show *** and *** where the faults were*** said she would call me back when *** came home from hospital

Initial Business Response /* (1000, 11, 2014/12/04) */
***-
We apologize but the file you are asking for is not in our possessionWe transfer computer systems and in that transfer, some digital files we lost
If there is something we can do, we would love to do that for you
***

Initial Business Response /* (1000, 5, 2015/03/04) */
I am attaching an email stream with customer for your information
Initial Consumer Rebuttal /* (3000, 7, 2015/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Below I have cut/pasted my response to
the company offer and their very quick reply that ignored my step by step conditions for even considering trying to give them another chance
I DO NOT TRUST THIS COMPANY OR THEIR SERVICE STAFF
I HAVE NO REASON TO GO ANY FURTHER THAN MY RESPONSE BELOW BY GIVING THEM STEP BY STEP INSTRUCTION ON HOW THEY MUST PROCEEDSINCE THEY CAN NOT FOLLOW THE STEP BY STEP INSTRUCTIONS (they simply ignored them and said let's get this going now) I SEE NO WAY I CAN ACCEPT ANY FUTURE EFFORT BY THE COMPANY TO FIX AN ISSUE OF THEM LYING TO ME TO MAKE MONEY
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HERE MY REPLY TO THE COMPANY 3/4/OFFERWAS VERY SPECIFIC ON THE STEPS IF THEY WANTED ME TO GIVE THEM ANOTHER CHANCE
----------- Beginning of my reply --------------------------
***,
Here are my responses in RED imbedded after your line in the attached note
On Mar 4, 2015, at 3:PM, *** wrote:
Hi ***,
Thank you for the response
I certainly did not expect to hear from you again unless through my complaint with the Revdex.com
I know this is not a pleasant topic for you
You are correct
And for that matter, me eitherBut this isn't about me
I have been thinking about this since your last email, and would like to offer this
Why are you coming back with an offer? Especially outside of the complaint I filed with the Revdex.com
I would like to schedule a time to have myself and a technician of ours, and again, a company of your choice if you would like, to look over your furnace, and do our own tests on the furnace
You made this offer beforeWhy are you doing it again? My previous statement 'I really do not want to give your company access to my working furnace' is still true
I have no confidence in your service people or your company because of this situation
If we were wrong with our original diagnosis,
What are you saying? This says you still think your service person original diagnosis is correctI am deeply disappointed by your dis-belief
It makes me want to screamCan I believe you will every admit to this lie happening?
Don't you understand your company has lost my trust!
we install a new furnace (of comparable efficiencies of present furnace) at NO charge complete with permits, labor, material, etc
I would not let your company service people install a new furnaceBesides your company wanted to install a Carrier
I have always had Lennox furnaces in my homes (4), everyone since our first new home in
First my Lennox dealer, who provide my second opinion, would have to agree to install and accept payment from your companyMy Lennox dealer might not accept this option
Your company would have to pay ALL costs in advance for a Lennox replacement to my Lennox dealer
I had decided to do a Lennox SLP98VWhile waiting for your company replacement estimates, I talked to my Lennox dealer about their furnace replacement prices
Lennox dealer price for SLP98V was less than the $your service person estimate as my fix it cost and about $1,less that your bids to replace with Carrier furnace options
Your offer of a free new furnace has me curious
As I expect to get a new furnace at NO cost
But lesson have to cost something or they are forgotten
That means your company will have to pay my Lennox dealer for everything
Remember I told you I do not trust your service people or your company
If you want to proceed let me know and I will execute the step below
The next step would be to contact my Lennox dealer to see if they wants to commit to the service check meeting (costs paid in advance by your company) and then the full installation
If my Lennox dealer says they will engageThen we (myself, my Lennox dealer, your company people) need to write up a simple agreement
A written list of service check items for the inspection
A written definitions of how each service check item will be evaluated and/or rated (i.epass or fail)
A written definition of how the overall inspection is rated
A written definition of the overall rating that forces your company to replace my furnace
REMEMBER ONE THINGI do not trust your company or your service people
AS PART OF THE ABOVE WRITTEN AGREEMENT YOUR COMPANY WILL HAVE TO STATE THEY WILL PAY FOR IN ADVANCE ANY COSTS ASSOCIATED
WITH THE INSPECTION BY MY LENNOX DEALER AS WELL AS THE PURCHASE PRICE AND ALL INSTALL COSTS OF A NEW LENNOX SLP98V FURNACE PURCHASED FROM
MY LENNOX DEALER AND INSTALLED BY MY LENNOX DEALER!
If we prove to you what was originally diagnosed, we save our reputation with youNo strings attached
I know this is an inconvenience to you and your familyI just can't let this go, and not know that we provided you with good information, or with badI need to know for all of our sakes
Please let me know what you think
Let me know what you think of my counter offerIf I hear nothing I simply be waiting for the dialog through the Revdex.com
***
***
Performance Coach, Service Manager
Minneapolis/St Paul Plumbing Heating Air
***
========== END of my reply ====================
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BELOW IS THEIR QUICK REPLY WAS SAYING LET US DO IT NOWIF THEY CANNOT FOLLOW THE SPECIFIC STEPS, THEY ARE SHOWING ME THEY CANNOT BE TRUSTEDI SEE THE COMPANY TALK AS CHEAP SMOKE TO TRY TO HIDE THEIR BUSINESS ISSUES FROM NON-CUSTOMERS
----------- Beginning of Company QUICK reply --------------
Hi ***,
Please set up a time for us to meet with you and your Lennox dealer for an inspection of your furnaceWe are happy to pay for the time of the other dealer as stated in previous emailI understand that
We will make any time work next week
Thank you,
***
***
Performance Coach, Service Manager
Minneapolis/St Paul Plumbing Heating Air
***
=========== END of COMPANY QUICK REPLY ==========
Final Business Response /* (4000, 9, 2015/03/20) */
We would like to proceed with the Revdex.com arbitration process to resolve this complaint
Final Consumer Response /* (3000, 11, 2015/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried to work with the businesses offer to resolve my complaintI did so by laying out a detailed step by step process on how together we needed to proceed on their offer
THEIR RESPONSE WAS TO IGNORE MY STEPS AND ASK TO BEGIN IMMEDIATELY AT ONE OF THE MIDDLE STEPS
This response drove home how little they can be trustedEven when they have specific instructions on how to proceed
The businesses service person is a liarHe stood in front of me and told me what he knew was not the true current status of my furnaceAny person lying to your face and asking you to spend almost $is in my opinion trying to defraud/swindle me out of money
I will be contacting the Minnesota Attorney General to see if their office is interested in reviewing the facts of my complaint about this business
Thank you for your help to this point
***

Initial Business Response /* (1000, 12, 2014/10/14) */
Thank you for sharing your concernsWe are more than happy to refund you the $because you were not 100% satisfied with the service providedThank you for the opportunity to serve you
Sincerely,
***
General Manager

Initial Business Response /* (1000, 5, 2015/01/23) */
I have approved a refund of $600.00 per customers request to be sent out today. I left a message on customers phone as to my decision.

Initial Business Response /* (1000, 11, 2015/02/10) */
I left a detailed message for Mr [redacted], agreeing to his request of sending him a refund for $69.00, and offering to go over the service call with him, as well as go back out and show him in detail, the potential problems that were...

found.
Initial Consumer Rebuttal /* (3000, 13, 2015/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I discussed the issue with [redacted] ([redacted]) this morning on the phone. My issue was NOT resolved and I re-affirm my initial complaint fully believing the company is conducting fraudulent business practices attempting to extort unnecessary repair fees from their customers.
I believe my complaint would be validated if the company would provide their initial estimate in writing for an unbiased third party to review. However [redacted] was again unwilling to provide the estimate.
Please let me know what I can do to escalate this issue further.

Mrs [redacted],              Your vehicle was brought into our facility to do a repair for you under [redacted].The only visible damage was a bumper cover when inspected.You brought your vehicle in and completed the repair.You had told us...

the engine light was on and we scanned the vehicle to get the codes from the vehicle.We told you and [redacted] what they were and [redacted] concluded that they were not related to replacing a bumper cover on the rear of your vehicle.The shop would gladly fix anything on your vehicle but since [redacted] is paying the bill for the loss and they deemed it not related to the loss we cannot bill them for something they have already denied..I am really not sure how you feel that it is fair to blame the shop who fixed your car?As far as your rental bill is concerned the shop has nothing to do with this bill.We simply repair the car.We also went over the codes in your vehicle and explained what they were.If we can help you with anything else that is related to this loss trough [redacted] please let us know.We are sorry your not happy but if you have an issue with your repairs please contact us.If you have an issue with what you feel is related that we did not fix.Please contact [redacted] directly and they will gladly explain why we didn't do anything further with your claim.

Initial Business Response /* (1000, 5, 2015/02/10) */
I talked to [redacted], agreeing to refund $54.00, and to come back out at no charge to show her, and anyone else who she would want, the potential problems with her equipment.

Initial Business Response /* (1000, 5, 2014/12/10) */
Thank you for your feedback. We will take action to improve the communication with our customers to make sure that future requests are met.
We are happy to honor our 100% satisfaction guarantee and send you the requested refund of...

$450.00.

Initial Business Response /* (1000, 5, 2015/02/10) */
Thank you for sharing your experience and we are happy to honor our 100% satisfaction guarantee and send you the requested refund of $347.50.

Initial Business Response /* (1000, 5, 2015/02/04) */
I talked to Mr. [redacted], and happily agreed to send him a $69.00 refund.

Initial Business Response /* (1000, 17, 2015/03/26) */
I had 2 good conversations with Customer, and acquired a clear understanding of his concerns. Through our conversations, we came to an agreement to refund Customer $ to help pay for services provided after we left the jobsite to get boiler safe...

and functional, inconveniences in being without heat for multiple days, and resolution to a pricing concern on furnace installation. Customer was gracious enough to keep maintenance agreement in place, allowing us to prove ourselves to him in the future.

Review: I had a claim through [redacted], their policy holder hit me, to get my car fixed after and accident and my car still has issues wrong with it. The collision repair shop claims its a mechanical failure and was not a result of the accident. My check engine light and check gas gap sensor came on in my car after the accident. I have a witness to attest the truth to this. The damage that was done to my car was directly under the gas cap area, hence why I am wondering why its not covered by the claim. The shop was supposed to give me a physical copy of the estimate so I would know when to check on the status of my car and they didn't. I am now stuck with a bill from the car rental company, damage to my car and possibly damage to my credit because I don't have the money to pay for a rental bill.Desired Settlement: I would like for my car to be fixed and covered by [redacted] for the damages that came from the accident. I would also like better communication through all companies involved.

Business

Response:

Mrs [redacted], Your vehicle was brought into our facility to do a repair for you under [redacted].The only visible damage was a bumper cover when inspected.You brought your vehicle in and completed the repair.You had told us the engine light was on and we scanned the vehicle to get the codes from the vehicle.We told you and [redacted] what they were and [redacted] concluded that they were not related to replacing a bumper cover on the rear of your vehicle.The shop would gladly fix anything on your vehicle but since [redacted] is paying the bill for the loss and they deemed it not related to the loss we cannot bill them for something they have already denied..I am really not sure how you feel that it is fair to blame the shop who fixed your car?As far as your rental bill is concerned the shop has nothing to do with this bill.We simply repair the car.We also went over the codes in your vehicle and explained what they were.If we can help you with anything else that is related to this loss trough [redacted] please let us know.We are sorry your not happy but if you have an issue with your repairs please contact us.If you have an issue with what you feel is related that we did not fix.Please contact [redacted] directly and they will gladly explain why we didn't do anything further with your claim.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I was told that I needed to update my complaint towards just this aspect of the several problems I have come across. Please see updated complaint below. I understand the shops response but I DO NOT accept the fact that they deemed the issues wrong with my car was a result from the accident.

I had a claim through [redacted], their policy holder hit me, to get my car fixed after and accident and my car still has issues wrong with it. The collision repair shop claims its a mechanical failure and was not a result of the accident. My check engine light and check gas gap sensor came on in my car after the accident. I have a witness to attest the truth to this. The damage that was done to my car was directly under the gas cap area, hence why I am wondering why it is not getting fixed. The shop was supposed to give me a physical copy of the estimate so I would know when to check on the status of my car and they didn't when I dropped my car off at the shop. They also didn't update any contact information with me at that time. I had to contact the shop to get updates on my car that still has issues. I was told that the diagnostic codes that came off of my car were not related to the accident. But these issues did not appear until AFTER the accident.

Regards,