Chapman Collision Center

Chapman Collision Center has been in possession of my automobile going into four months A body panel they repaired blew off on the highway Another repair lasted one day Months have gone by in trying to identify body parts and resolve repairs satisfactorily While the staff have been polite and clearly tried to be helpful, I seriously have to question the competence to run such a facility and meet customer expectations My expectations with the facility are such that I can't waste any more time and effort, and would seek to have their repairs repaired by another facility

Re: [redacted] complaint against Chapman Collision Dear Revdex.com, I have reviewed the complaint submitted by [redacted] Ms [redacted] did have her vehicle repaired at our facility; however, her account of the events is different from what actually occurred When a vehicle is brought to our location for repair there is a set procedure that all vehicles go through for disassembly, assessment and repair At no time did Chapman waiver from this procedure on Ms [redacted] vehicleThere is a certain amount of time involved in assessing the work that is needed, obtaining insurance company approval, ordering parts and then completing the repairsMs [redacted] vehicle was processed and repaired in a timely manner compared with other vehicles with comparable damageChapman values it reputation for providing excellent customer service and in an attempt to satisfy Ms [redacted] , Chapman generously provided touwork to her bumper and detailed her car at no cost to herMs [redacted] then demanded that Chapman also provide her with a $discountAgain, in an extreme effort to provide an excellent customer service experience to a client Chapman agreed to this demandChapman did nothing improper during the repair of Ms [redacted] vehicle and has tried to work to resolve Ms [redacted] unrealistic expectations of the repair process

Re: [redacted] complaint against Chapman Collision Dear Revdex.com, I have reviewed the complaint submitted by [redacted].  Ms. [redacted] did have her vehicle repaired at our facility; however, her account of the events is different from what actually occurred....

 When a vehicle is brought to our location for repair there is a set procedure that all vehicles go through for disassembly, assessment and repair.  At no time did Chapman waiver from this procedure on Ms. [redacted] vehicle. There is a certain amount of time involved in assessing the work that is needed, obtaining insurance company approval, ordering parts and then completing the repairs. Ms. [redacted] vehicle was processed and repaired in a timely manner compared with other vehicles with comparable damage. Chapman values it reputation for providing excellent customer service and in an attempt to satisfy Ms. [redacted], Chapman generously provided touch-up work to her bumper and detailed her car at no cost to her. Ms. [redacted] then demanded that Chapman also provide her with a $300 discount. Again, in an extreme effort to provide an excellent customer service experience to a client Chapman agreed to this demand. Chapman did nothing improper during the repair of Ms. [redacted] vehicle and has tried to work to resolve Ms. [redacted] unrealistic expectations of the repair process.

Chapman Collision Center has been in possession of my automobile going into four months. A body panel they repaired blew off on the highway. Another repair lasted one day. Months have gone by in trying to identify body parts and resolve repairs satisfactorily. While the staff have been polite and clearly tried to be helpful, I seriously have to question the competence to run such a facility and meet customer expectations. My expectations with the facility are such that I can't waste any more time and effort, and would seek to have their repairs repaired by another facility.

Re: [redacted] complaint against Chapman Collision Dear Revdex.com, I have reviewed the complaint submitted by [redacted].  Ms. [redacted] did have her vehicle repaired at our facility; however, her account of the events is different from what...

actually occurred.  When a vehicle is brought to our location for repair there is a set procedure that all vehicles go through for disassembly, assessment and repair.  At no time did Chapman waiver from this procedure on Ms. [redacted] vehicle. There is a certain amount of time involved in assessing the work that is needed, obtaining insurance company approval, ordering parts and then completing the repairs. Ms. [redacted] vehicle was processed and repaired in a timely manner compared with other vehicles with comparable damage. Chapman values it reputation for providing excellent customer service and in an attempt to satisfy Ms. [redacted], Chapman generously provided touch-up work to her bumper and detailed her car at no cost to her. Ms. [redacted] then demanded that Chapman also provide her with a $300 discount. Again, in an extreme effort to provide an excellent customer service experience to a client Chapman agreed to this demand. Chapman did nothing improper during the repair of Ms. [redacted] vehicle and has tried to work to resolve Ms. [redacted] unrealistic expectations of the repair process.

Review: I was in a car accident on Friday, March 13th, 2015. I arranged with [redacted] to have my car towed to Chapman Collision center on Monday, March, 16th, 2015. The car was picked up around 9:30am on the 16th. I received a call from my insurance adjustor the same day advising they would be out assess the damages the same day, however I received a phone call back stating it would be moved to Tuesday 3/17/15 because when he called Chapman that afternoon, they told him my car hadn’t made it to Chapman yet ,only to find out it had been delivered that morning. I received another call on Tuesday indicating that the assessment was moved to to Wednesday 3/18/15 because he agreed with the collision shop that they would disassemble the car so he could take care of all estimates at one time which would decrease the amount of time on the backend for repairs. When he arrived on Wednesday 3/18/15, only the bumper and fender had been removed, but there was clear suspension damage to the car which he would have been able to assess had those components been disassembled as well.

I called Chapman Collision myself on Thursday 3/19/15 to get an estimate of time. I was told one and a half weeks (excluding weekends – estimating about 3/31 or 4/1). I called Chapman Collision on Wednesday, 3/25/15 to follow-up with progress. I was told at that time that repairs had not yet been started because they hadn’t heard back from [redacted] on the supplemental estimate they submitted on Friday 3/20/15. Only to find out the supplement was not submitted by Chapman on Friday, March 20th. But they assured me they would try calling again to follow-up. When he called back, he advised that he was told my [redacted] that no one had been assigned to come and approve the supplemental estimate, but Chapman NEVER contacted me to let me know so that I could take the proper steps by calling my insurance to make sure they went out to assess for the supplement. When that finally took place, Thursday 3/26/15, I was told that ALL parts were in and they would begin working on my car. Jason, who at that point had taken over for [redacted] because he failed to communicate with me, advised that he would call ME the following Tuesday to advise of progress… I received no phone call, I waited all day, but no phone call. I called him late in the afternoon, at which point he told me everything was fine and they were putting the driver door together and repairing the wheel and back driver door and all was on schedule. The following day 3/27/15, he called me at 4pm to advise that the fender was on back order and that there was more work that needed to be approved… but hadn’t submitted the supplement… when the supplement came in after my insurance guy called Chapman, it was the incorrect supplement. [redacted] assured them that whatever the additions were could have been approved over the phone. Why would someone not contact me to let me know, and how did he not know the fender was on back order the day before when we spoke. The date was pushed back even further to 4/8/15. In the midst of all the communication issues and lack of acting quickly to ensure repairs were completed in a timely manner, [redacted] said he would touch up my bumper AND detail the car because they would already have the paint and brushed to do it… and it was something they do on a regular basis. This was prior to ever speak with [redacted].

Finally, when [redacted] became involved… now all of a sudden the car was completed in a week and a half as they stated before. All I’m asking for a goodwill customer service adjustment for having to wait on something that could have been completed over a week ago. Both [redacted] and [redacted] made errors in transmitting supplements in a timely fashion, ensuring efficiency of time, which caused an issue for me and my business. I appreciate the efforts in touching up the bumper and detailing the car, but that was something that was to be done prior to getting [redacted] involved. As a customer, I think I’m worth the $300 that I’m asking for to compensate for the loss of time and money. To deny that would be a slap in the face to say my business doesn’t matter and would deter me from ever doing business with you or referring anyone else to your establishment. Furthermore, this seems to be a common issue. While visiting the repair shop on Thursday 4/9/15, there was another customer who’s car had been at Chapman for 3 weeks without repair work being done… and her insurance company had already paid. There seems to be a deeper issue that may need to be explored.

I don’t know what [redacted] has advised you of, but I think it’s a reasonable and justifiable amount, considering the amount of money paid to Chapman collision by my insurance company. Granted the extra work being done has a value, it was something that was negotiated at the time my car was to be done last week… not for a date of today 4/10/15.Desired Settlement: A customer service discount for loss of time and money with regard to the lack in timely claim submission int he amount of $300.00

Business

Response:

Re: [redacted] complaint against Chapman Collision Dear Revdex.com, I have reviewed the complaint submitted by [redacted]. Ms. [redacted] did have her vehicle repaired at our facility; however, her account of the events is different from what actually occurred. When a vehicle is brought to our location for repair there is a set procedure that all vehicles go through for disassembly, assessment and repair. At no time did Chapman waiver from this procedure on Ms. [redacted] vehicle. There is a certain amount of time involved in assessing the work that is needed, obtaining insurance company approval, ordering parts and then completing the repairs. Ms. [redacted] vehicle was processed and repaired in a timely manner compared with other vehicles with comparable damage. Chapman values it reputation for providing excellent customer service and in an attempt to satisfy Ms. [redacted], Chapman generously provided touch-up work to her bumper and detailed her car at no cost to her. Ms. [redacted] then demanded that Chapman also provide her with a $300 discount. Again, in an extreme effort to provide an excellent customer service experience to a client Chapman agreed to this demand. Chapman did nothing improper during the repair of Ms. [redacted] vehicle and has tried to work to resolve Ms. [redacted] unrealistic expectations of the repair process.