Cole's Collision Center, Inc.

Hi [redacted]
    Attached is our final invoice given to the customer.  This is a 2002 4 door Honda Civic, the vehicle is currently 13 years old.  The customers complaint is that the...

entire area is now rusting.  We only replaced the Rt Rear door, we replaced the Rt rear door with a used Rt rear door off another vehicle Like Kind Quality (LKQ) purchased by the insurance company.  This door that was replaced by us LKQ does have minor rusting on the lower inside seam, we offered to take care of under warranty.  The major issue the customer is having is that the Rt Front door is rusting on inside lower seam as well and it is also rusting on the Rt Quarter panel where the bumper mounts like ALL Honda Civics do that body style.  Those two panels we only blended the exterior panels for color matching of the paint due to replacing the rear door. When we prep a vehicle for color blend we remove the exterior parts on those panels to avoid tape lines and provide a solid surface for the paint to adhere.  We do use PPG Enviorbase paint systems, it is water-based and we have used that system exclusively since it came out approximately 5 years ago.  We use it in all four locations and paint approximately 550 vehicles per month.  This is the largest paint manufacture in the industry.  We have yet to have any issues using the water-based paint.  All vehicle manufactures are painting with water-based paint today and I believe have been for approximately 5 years or more.  Her vehicle is rusting because it is 13 years old and has been through 13 years of northeast salt storms.  We have not yet been contacted by Travelers insurance as she also falsely stated.  We did offer to repair and refinish the Rt Rear door that was replaced but she denied the offer.  We contacted Travelers and they said they did look at her vehicle and denied and part being related to the loss or repairs. The rear bumper is not rusting it is plastic, the attachment area for the rear bumper is rusting and that's a known issue with this model.  Let me know if you need more.  I can be reached anytime at ###-###-####, Thank you

I would like the owners to know what happened to me. I would like to be reimbursed for the battery and maybe put the door together better. Also rewire the mirror on the drivers side.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

After an accident in which my car was towed to Cole's, (at the suggestion of my insurance agent), I asked to have the car brought to my home once it had been considered totaled. My frustration began when I finally received the car at my house and discovered that Cole's had damaged the car by using a saws all to access parts of the car. I discovered that the wiring harness had been sawed halfway through and the AC condenser line was compromised (also by the saws all.) This was shocking to me. In addition, none of the hardware was with the car. Since then some of this hardware was retrieved but I still have not received all of it and I was told by Cole's that they “didn’t know where it is.” I complained to one of the worker's at Cole’s. He was very rude and disrespectful and claimed that it was “done like this all the time.” I completely disagreed about this so called “usual method” for these reasons: 1) a car should not be further damaged after an accident by the towing facility or anyone else 2) the car still belonged to me and neither the [redacted] agent nor the workers at Cole's had the right to damage it further. (Cole’s claims they have the right to destroy any part of the car that is included in the estimate.) I believe that since it was my car (I still owned it) that Cole’s had no right to further damage it. At that time the estimate is only an estimate, no one knows what the outcome was going to be and yet Cole’s further damaged it. 3) had the car been brought to my house- a saws all would not have been available and this added damage would have been prevented. I also inquired with the higher ups at [redacted] and they assured me that this is the first time they have ever heard of a car being damaged further by the towing facility while an estimate was still being performed by the insurance adjuster. After I complained to the owner of Cole's he responded by claiming they had gone above and beyond to make me happy. I disagree.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted] I just came back from seeing them, and they have agreed to fix the spot, and take care of a rental vehicle for me. I am very happy with the them now.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Regards, [redacted]
I just came back from seeing them, and they have agreed to fix the spot, and take care of a rental vehicle for me. I am very happy with the them now.

We reached out to the customer this morning.  She has replaced the battery already and we will reimburse...

her for that expense.  She has other issues going on with the doors and the mirror that were damaged in the accident.  We set her up to drop her vehicle off on Tuesday so we can try to make those parts function again.  The vehicle is a 1999 Buick and getting parts may be an issue.  We will see if we can fix what is currently there and not working to hopefully avoid having to purchase parts that are no longer available.  Customer will be provided a rental vehicle while we make adjustments and look at her concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

Hi [redacted]
    Attached is our final invoice given to the customer.  This is a 2002 4 door Honda Civic, the vehicle is currently 13 years old.  The customers complaint is that the entire area is now rusting.  We only replaced the Rt Rear door, we replaced...

the Rt rear door with a used Rt rear door off another vehicle Like Kind Quality (LKQ) purchased by the insurance company.  This door that was replaced by us LKQ does have minor rusting on the lower inside seam, we offered to take care of under warranty.  The major issue the customer is having is that the Rt Front door is rusting on inside lower seam as well and it is also rusting on the Rt Quarter panel where the bumper mounts like ALL Honda Civics do that body style.  Those two panels we only blended the exterior panels for color matching of the paint due to replacing the rear door. When we prep a vehicle for color blend we remove the exterior parts on those panels to avoid tape lines and provide a solid surface for the paint to adhere.  We do use PPG Enviorbase paint systems, it is water-based and we have used that system exclusively since it came out approximately 5 years ago.  We use it in all four locations and paint approximately 550 vehicles per month.  This is the largest paint manufacture in the industry.  We have yet to have any issues using the water-based paint.  All vehicle manufactures are painting with water-based paint today and I believe have been for approximately 5 years or more.  Her vehicle is rusting because it is 13 years old and has been through 13 years of northeast salt storms.  We have not yet been contacted by Travelers insurance as she also falsely stated.  We did offer to repair and refinish the Rt Rear door that was replaced but she denied the offer.  We contacted Travelers and they said they did look at her vehicle and denied and part being related to the loss or repairs. The rear bumper is not rusting it is plastic, the attachment area for the rear bumper is rusting and that's a known issue with this model.  Let me know if you need more.  I can be reached anytime at ###-###-####, Thank you

1/12/2015 ID#[redacted] To whom it may concern:                 According to [redacted]’s complaint on 1/3/2015 [redacted] spoke to [redacted] concerning the settlement of a better claims procedure with honesty and...

transparency.  What [redacted] was not aware of was his car was towed in on 12/9/2014 and we received his authorization on 12/16/2014 then it took approximately 13 days to get through the process of a completed disassembly for a through estimate.  [redacted] explained that we were over capacity by approximately 120 vehicles and we can only process 32-35 cars per week.  It was simply a matter of overcapacity and not explaining in detail the process to determine the vehicle being a total loss.  [redacted] incurred a $192.00 rental charge of which Coles Collision offered and sent a $100.00 reimbursement for his troubles.  [redacted] seemed very pleased with the honesty and detailed explanation of what transpired during that time.  We also reviewed that we do not make money on any total losses we actually process them for free.  [redacted] stated that he would consider contacting the Revdex.com to state we resolved this matter.                                            ...⇄ Sincerely,                                                                                                                                 [redacted]

We have settled with the insurance company.  We agreed to waive our administration fees and agreed to a reduced amount per day of storage with the insurance company.  Our agreement had to be notarized and signed by our management on May 12th per the insurance company for them to pay our...

shop directly.  We have not and are not pursuing this customer for any additional fees.  Once the agreement was reached on May12th with the insurance company and they confirmed our amount to be paid we stopped any further charges from accruing.  We were called by insurance auto auctions this morning informing us that they would be picking up the vehicle today.  This is normal process for any vehicle that determined a total loss by the insurance company.  Coles Collision has reduced normal fees and waived additional fees upon negotiations with the insurance company.  Ms. [redacted] does not owe our business anything additional.  We were not holding onto her vehicle to benefit ourselves in any way other than to guarantee we did get paid in full the amount agreed upon on May 12th.  Please reach me at [redacted] for any further questions.  Thank You

This customers concern is that the area we repaired is now rusting due to our repairs back in 2012.  In review of our estimate and review of what was witnessed by our store manager Randy Randall we do not believe this to be related to the repairs that were completed in 2012.  Josh J[redacted]...

(GM) will reach out to the customer and look at the vehicle in person to see if this is something that should be covered.  If this is a chip in the paint that is rusting it would be rusting from another impact and would not be covered under warranty.  Once reviewed in person we will respond with further details.