Colorado Auto Body

Complaint: [redacted] I am rejecting this response because: the facts stated aged by the business are not factualThe original estimator and I went over the vehicle thoroughly, his failure to complete his estimate and ability to successfully ascertain the repairs from the accident are not my fault, that is this companies job, I am not a repair shop being in business for years you would think they could do their job professionally the first timeThe repairs to my vehicle were far from sub par, the vehicle upon completion of the first repairs was returned to me dirty, poorly painted, the door didn't shut properly, the mouldings were not installed correctly, the vehicle was missing the badging, my truck barely ran when returned to me however it ran perfectly fine when dropped off for repairsWhen I notified the shop (same day) that repairs needed to be made to the vehicle I was asked to bring it back, when I did the service advisor (***) left me without a vehicle for a week, then resulting to tell me that my battery was damaged by a repair shop they hired to install the steps on my truck (wheel parts) but later told my my battery was old and unneeded to replace it, Colorado Auto Body charged me $for a battery and failed to repair the paint, mud flap, clear coat, mouldings, badges, or fix the door closing issueI kept in contact with my service advisor (***) repeatedly being told excuses as to why my vehicle wasn't being repaired, [redacted] broke his phone times and that's the reason he never called me however They had my phone number in my file and as I am aware this business has a land line phone system and the cell phone excuses were just excuses for their failure to satisfy a customerThe last contact I had with [redacted] was him telling me he was awaiting the owners approval for repairsI contacted Colorado auto body and requested a manager to talk with me (***) and he requested I bring the vehicle in for inspection to address my issues, [redacted] took notes and apologized for ***'s failures to fix the problems, I was told the paint and clear coat were easy repairs and that the existing damage to my truck needed to be re submitted to the insurance company for repair approval, I was assured this process would take a week, two weeks later still no contact from [redacted] about my truck so I called Colorado Auto body again and this time talked with Erik the general manager, I again addressed all my issues with the truck and was assured all my repairs would be made this time to trust him to have the repairs made with the shop and not go somewhere else, we agreed to a date to bring the truck in where he would supply a rental vehicle and ensure proper repairs to be madeI dropped the vehicle off for repairs and again addressed all the issues with the truck, I needed to return days after dropping the truck off to grab some items out of my truck, I was taken back where the truck was being worked on, I met with their head painter to address some concerns about the paint, I was again assured the paint would be fixed and the dirt in the clear coat would be repaired, I asked the shop to look up a mounding part that wasn't associated with the repairs and they said it would be about $for the part I asked them to order it and I agreed to pay for that partI was contacted by the new service advisor [redacted] that my truck was ready, I drove to Colorado Body where my truck was outside and a detail guy was working on it, I immediately saw the dirt still in available he clear coat, and some imperfections still in the paint, I went inside and [redacted] seemed satisfied with the repairs, I took him out to the truck and showed him and he apologized, I asked him if he even looked at the work done and he said no, [redacted] came out to address my concerns and gave me excuses saying that my main concerns were the paint overspray the mouldingnand so on, stating the door had been fully repainted, I said that wasn't possible because the dirt in the clear coat was in the exact same spot, and the photos taken can prove this, the fact is the shop doesn't care about quality of work, my vehicle has been to this shop times for the same repairs, each time the shop says the repairs are minor but fail to fix themi have lost all faith in the shops ability to repair my vehicle professionally and with the inability of the service advisors, paint tech, shop manager, and general manager unable to repair the issues in attempts I don't believe they care to fix it correctly and wish to further waste my time by bringing the vehicle in or have them pick it up, I feel that the shop may harm my vehicle in some way that I would not know in retribution for this complaintI want the repair shop to be financially responsible for another shop to repair my vehicle that should have been done on the first visit, and there after, this shop has caused me to lose work because I was without a vehicle for a week, it has cost me financially for a battery that should not have needed to be replaced when my vehicle was ***ed to them running and starting just fine.the repairs that need to be done to the truck are minor however they haven't been able to repair them and again I have lost faith because not even the general manager has inspected my vehicle nor verified the repairs being done were done satisfactorily.The fact that the response from this shop to this complaint is not factual reflects this shops inability to be honest with both the customer and the Revdex.com.I am willing to meet with a person from the Revdex.com to show them the photos of the truck from the accident, the first repairs, the way my vehicle was returned to me, dirty, incomplete, I would like to show them the text messages that I received from the service advisor [redacted] that gave me excuse after excuse about how he was waiting on the owner, and the loss of communication due to his cell phone breaking multiple times, and the repair bill for the battery and the texts blaming wheel auto parts, the emails between the general manager and I prior to final repairs and the end result that my vehicle is currently in and a copy of the final bill to the insurance company for repairs to the vehicle where they billed the insurance company for parts (emblems and labor for installing them) however they were never installed or given to me.this evidence is my proof that this company has lied repeatedly promising to repair my vehicle to the condition it was prior to the accident, as well as my understanding and patience for this company to repair their issues, to my final resolution of the fact they simply can't communicate amongst themselves nor the ability to quality control their services prior to a customers pick up of the repaired vehicle, they can offer to repair it over and over and offer things like picking up my vehicle and providing a rental but the fact remains they cannot fix their internal problems nor my vehicle properlyI await your response to ***le this situation Sincerely, [redacted] ***

We at Colorado Auto Body Are willing to continue to stand by our Warranty and will take care of the spots on the upper portion of the door near the handle.  We will direct pay for a rental car which is comparable to the one he has while the vehicle is in the shop.  We have an account set up with Enterprise which will assist us in this process.  We apologize for the time this has taken and we are more than willing to fix the customers concerns. If he would like we will pick up and drop off the vehicle to his home or office, within the Denver Metro area.  We understand how frustrating it was not having his vehicle back in a timely manner and his difficulties with communication.  As a business we normally don’t offer the rental as a part of the warranty but because of how frustrating this has been, we will pay for the rental and will provide you with a $100.00 gift card for your inconvenience. From this point on Mr. [redacted] can deal directly with me or Ken who has been our lead Service Advisor and has been a long time employee.  We want to make this as easy as possible and win him back as a customer. We sincerely apologize for any negative experience he has had in the past, but we are committed to meeting his expectations.  We have thousands of very happy customers since 1984 and we realize Mr. [redacted] is upset and well absolutely take care of the concerns of the repairs.  As a responsible business which provides a lifetime warranty for such issues, we would like to fulfill our obligation to our customer.   Please call us so we can sit down and discuss on when we can proceed with the warranty repairs.   Please feel free to contact [redacted]. [redacted].

Mr. [redacted] brought his vehicle to have his vehicle repaired after being involved in an accident.  The repairs were completed based off the esttimate approved by the insurance company.  After the repairs were completed, we submitted a supplement for additional repairs which were originally...

not included on the approved insurance estimate.  During this time the cusotmer picked up his vehicle and had to wait for the approval.  He did have a few issues with some imperfections found in the paint and two moldings which were not holding as they should after being removed and reinstalled.  We advised Mr. [redacted] we would include those on items on the the request to the insurance company to have them replaced. The insurance company took an extended period time approving the additional repairs.  Mr. [redacted] was provided a rental car;Which was paid by the shop for the inconvenience  When he dropped his vehicle off for the additional repairs. Our Office staff and the Lead refinish technician went over his concerns. In an effort to midigate the minor imperfections in the clear coat, we repainted the Door and Blended the fender which was found the best way to correct the customers concerns. One of the moldings were replaced by the insurance company and Colorado Auto Body replaced the second molding at no charge.When Mr. [redacted] returned to pick up his vehcile he found two other locations which need to be address.  We apologized for the oversight and stated we would pick up the car and provide him with a rental so we could ensure the areas of concern were addressed and corrected..  Mr. [redacted] stated that he was not going to bring the vehcile back.  We advised him our goal was to ensure we addressed his concerns and satisfied with the repairs.  We have followed up with Mr. [redacted] on two different occasions to see if he has thought about allowing us to correct the minor issues, which at the moment can be repaired with a light color sanding an buff.   We offered to pick up his vehcile and drop it off after the concerns were corrected and he was also offered a rental for the time the car was in the shop.  We have been in business for over 30 years and we stride to satisfy every customer and meet all of their expectations.   Our hope is Mr. [redacted] will allow us to correct any concerns regarding the minor blemish in the finish coat.

Initial Business Response /* (1000, 6, 2015/05/26) */
response XX-XX-XXXX to Revdex.com
(2008 [redacted] XXXX Xx4 Quad Cab, Silver, 96,418.00 miles)
Mr. [redacted]'s Vehicle was brought in for repairs on January 5, 2015, authorization was signed on the 6th and disassembly of the damaged parts began on...

the 7th. The supplement was completed and faxed to Geico on the 15th. Our file documentation shows the customer was contacted a minimum of once a week while the vehicle was being repaired. The total amounts for the repairs were $14066.90. (also Sent another receipt to customer for his deductible and all payments applied via us mail). For a repair of this caliber the time for repairs is not solely based off the repair hours which were listed in the estimate. There are other factors which play in to the time frame of the repairs such as insurance inspection delays, parts delays, pre-existing vehicles in production. Every time a supplement or an insurance carrier requests to re-inspect a vehicle, the car is then taken out of production and placed back in to production once the additional damage is approved. This is another reason why the repairs were delayed.
Towards the end of the repairs the vehicle was found to have a damaged differential which could only be found with the alignment in this case. The vehicle required approximately 25 hours of frame repair which utilized our specialty frame rack due to the trucks size. To help the customer during the time of repairs, We assisted the customer with rental car for 30 days.
The customer picked up his vehicle on 04/03/2015 and called back on 04/06/2015 to report he had a check engine light on and that the truck began to run rough. We told the customer we would tow the truck back to the shop and check the engine light and to see what was causing rough drive, free of charge. After multiple conversations we were able to convince the customer to allow us to tow the vehicle to the shop on 04/25/2015. Colorado Auto Body supplied the customer with a second rental until the diagnosis could be completed, free of charge. We had our Mechanical shop complete a check the Engine light and test drive the vehicle.
The tests found
P1451: Diesel Particulate filter system performance - which is normal wear on this time of truck and [redacted] cause a drivability issue (Loss of Speed or power).
PXXXX: XX Sensor bank 1 sensor 2 heater circuit fault- Which is another part which wears and can cause performance issues.
No other faults or indicators lights were detected. At the time of the inspection we were unable to detect or locate any air bag warning codes.
The Repair facility stated per the facts of the accident they were unable to associate the issues with this type of accident. I advised the customer we could send the vehicle to the local Dodge Dealer for a second opinion, but he would be responsible for the checkout charge unless they could relate the issues to the accident at which time the insurance company would cover the repairs in full. The customer declined the inspection. We gave the customer an additional day with the rental to think about having a second opinion. When he declined, we towed the vehicle back to his residence, free of charge. Mr. [redacted] was kept informed throughout the re-inspection process. Colorado Auto Body paid approximately $1000.00 in assistance with the rental cars, towing and indicator light inspection. This amount was only to assist the customer some of the frustrations which are common when going through a dramatic experience such as a major front end collision. We pride ourselves in maintaining a great customer relationship. Although [redacted] may not agree, as a company we have gone over above in an effort to keep a valued customer. We [redacted] be happy to have Mr [redacted] bring his vehicle back and have his insurance company re-inspect and address any oncerns that he may have in referace to the repairs. We would like to win back Mr [redacted] as a customer and we are open to help him resolve any possible related issues.
Please contact [redacted] GM @ XXXXXXXXXX
Initial Consumer Rebuttal /* (4200, 13, 2015/06/10) */
SENATE COMMITTEE ON BUSINESS, PROFESSIONS
AND ECONOMIC DEVELOPMENT
Senator [redacted] Chair

Bill No: SB 869Author:Yee
As Introduced: February 18, 2011 Fiscal: Yes

SUBJECT: Automotive repair dealers: airbags.

SUMMARY: Increases the penalty for a person who, after preparing a
written estimate to repair a deployed airbag, fails to properly repair
and restore that airbag to its original condition.
Existing law, the Business and Professions Code (BPC):

1) Establishes the Bureau of Automotive Repair under the Supervision
and control of the Director of Consumer Affairs. (BPC § 9882)
2) Establishes a misdemeanor penalty of up to six months in jail, a
$1,000 fine, or both for a person who fails to comply with the
Automotive Repair Act, except as specified. (BPC § 9889.20)
Existing law, the Vehicle Code (VC):

1)Requires that if a vehicle was originally manufactured with a
"supplemental restraint system" Ýwhich includes airbags the
reconstructed Ý"salvaged vehicle" shall also be equipped with a
supplemental restraint system in good working order that meets
applicable federal motor vehicle safety standards and conforms to
the manufacturer's specifications for that vehicle.
(VC § 5505)
2)Establishes a misdemeanor penalty of up to one year in jail, a $5,000
fine, or both for a person who installs or reinstalls for
compensation, distributes, or sells a previously deployed airbag in
a vehicle, if the person knows that the airbag has been previously
deployed.
SB 869
Page 2
(VC § 27317)

This bill: Establishes a misdemeanor penalty of up to one year in
jail, a $5,000 fine, or both for an automotive repair dealer who
prepares for a customer a written estimate that includes replacement
of a deployed airbag and who fails to repair and fully restore the
airbag to original operating condition.

FISCAL EFFECT: Unknown. This bill has been keyed "fiscal" by
Legislative Counsel.

COMMENTS:

1. Purpose. This bill is sponsored by the Center for Auto Safety
(Sponsor). Existing law establishes a penalty of up to six months
in jail, a $1,000 fine, or both for a person who fails to comply
with the provisions of the Automotive Repair Act. However, there
is no language that requires an air bag repair to fully restore the
airbag "to its original operating condition." Additionally, the
Sponsor believes that the "current penalty provision is not strong
enough to deter an automotive repair dealer for failing to bring
the airbag back to its pre-loss condition."
2. Recent Events Involving Faulty Airbags. A February 2008 Reader's
Digest article, Airbag Scams: Dashboard Danger, discussed several
accidents where a faulty airbag led to a fatality in an automobile
accident. In one case in San Diego, an 18-year old man died in a
car accident where the airbag compartments were stuffed with paper.
A forensic scientist concluded that although he had not been
wearing a seatbelt, had there been an airbag in the truck, he would
have survived. The article also stated that a consumer is
vulnerable to these types of fraud whenever he or she buys a used
vehicle or sends a wrecked one for repairs. A con artist who
steals a brand new single airbag can make $1,000 or more.
The article also states that customers currently do not have a
reliable method to determine the full history of a used car before
they buy it. It warns that existing databases don't always receive
the most up-to-date information. This happens for a variety of
reasons, but can be attributed to the fact that insurance companies
and some DMV's will not share damage claims data with the database
services. For example in 2006, a potential car buyer ran a Carfax
report before buying a car. After ensuring that everything checked
SB 869
Page 3
out, he purchased the car only to have it break down the next day.
He later found out that it would require $4,000 in repairs.
3. Reestablishment of the BAR Autobody Inspection Program. The
Department of Consumer Affairs' 2006-07 Annual Report states
that the BAR reestablished the Auto Body Inspection Program in
January 2007. This program allows qualified consumers to
receive free inspections to verify the collision repair work
done on their cars. During the 2006-07 fiscal year, the BAR's
Auto Body Inspection Program completed 232 inspections, of
which 81 (35 %) uncovered poor workmanship and/or billing for
parts and services not performed. A total of 86 complaints
were opened as a result. It is unclear how many of these were
related specifically to airbags.
4. Related Legislation. SB 427 (Negrete McLeod) of 2009, would have
established the same misdemeanor with the same penalties for a
violation as the current bill. Additionally, that bill would have
required the parts invoice for any replacement airbag installed as
part of the vehicle repair to be attached to the final repair
invoice given to a consumer. That bill was vetoed by the Governor,
citing that it was duplicative of existing law and, therefore,
added very little additional benefit to consumers.
5. Arguments in Support. The California New Car Dealers Association
(CNCDA) supports this measure. It states that although it is
already fraud to invoice a customer for replaced parts and not do
so, it is difficult to prove that fraud has occurred after the
fact. The CNCDA states that it has had an interest in curbing the
nefarious practice of parts switching and, therefore, support this
bill since it narrowly targets the most egregious example of such
conduct concerning a critical vehicle safety component.
Other supporters agree that the failure to properly replace an airbag
is a serious problem which costs individual customers thousands of
dollars and can even take their lives. They cite studies by the
National Highway Traffic Safety Administration (NHTSA) which found
that 20% of all deaths in crashes caused by an airbag failure to
deploy are due to the airbag not having been installed in a repair
prior to the crash. The total absence of an airbag was stated in
these studies to be the most common reason for auto fatalities in
cases where the air bag did not deploy. According to the Center
for Auto Safety, in California, at least 30,000 repairs are
performed each year where a deployed airbag is not replaced .
Additionally, there are no added costs for its implementation;
rather, this law will reduce the costs to society and the state by
SB 869
Page 4
reducing the number of deaths and serious injuries in crashes in
California. Also, supporters feel that this measure will help with
the BAR's continuing efforts to combat auto body fraud.
6. Policy Issue : Should there be a requirement to repair or
replace a deployed airbag? Currently, there are no statutes
requiring that an auto repair shop replace a deployed air bag.
However, it is required for "salvaged vehicles" that the
restraint systems be in good working order which meets
Final Consumer Response /* (2000, 16, 2015/08/10) */

Complaint: [redacted]
I am rejecting this response because: the facts stated aged by the business are not factual.1. The original estimator and I went over the vehicle thoroughly, his failure to complete his estimate and ability to successfully ascertain the repairs from the accident are not my fault, that is this companies job, I am not a repair shop being in business for 30 years you would think they could do their job professionally the first time.2. The repairs to my vehicle were far from sub par, the vehicle upon completion of the first repairs was returned to me dirty, poorly painted, the door didn't shut properly, the mouldings were not installed correctly, the vehicle was missing the badging, my truck barely ran when returned to me however it ran perfectly fine when dropped off for repairs.3. When I notified the shop (same day) that repairs needed to be made to the vehicle I was asked to bring it back, when I did the service advisor ([redacted]) left me without a vehicle for a week, then resulting to tell me that my battery was damaged by a repair shop they hired to install the steps on my truck (4 wheel parts) but later told my my battery was old and unneeded to replace it, Colorado Auto Body charged me $216 for a battery and failed to repair the paint, mud flap, clear coat, mouldings, badges, or fix the door closing issue.4. I kept in contact with my service advisor ([redacted]) repeatedly being told excuses as to why my vehicle wasn't being repaired, [redacted] broke his phone 3 times and that's the reason he never called me however They had my phone number in my file and as I am aware this business has a land line phone system and the cell phone excuses were just excuses for their failure to satisfy a customer. The last contact I had with [redacted] was him telling me he was awaiting the owners approval for repairs.5. I contacted Colorado auto body and requested a manager to talk with me ([redacted]) and he requested I bring the vehicle in for inspection to address my issues, [redacted] took notes and apologized for [redacted]'s failures to fix the problems, I was told the paint and clear coat were easy repairs and that the existing damage to my truck needed to be re submitted to the insurance company for repair approval, I was assured this process would take a week, two weeks later still no contact from [redacted] about my truck so I called Colorado Auto body again and this time talked with Erik the general manager, I again addressed all my issues with the truck and was assured all my repairs would be made this time to trust him to have the repairs made with the shop and not go somewhere else, we agreed to a date to bring the truck in where he would supply a rental vehicle and ensure proper repairs to be made.6. I dropped the vehicle off for repairs and again addressed all the issues with the truck, I needed to return 2 days after dropping the truck off to grab some items out of my truck, I was taken back where the truck was being worked on, I met with their head painter to address some concerns about the paint, I was again assured the paint would be fixed and the dirt in the clear coat would be repaired, I asked the shop to look up a mounding part that wasn't associated with the repairs and they said it would be about $28 for the part I asked them to order it and I agreed to pay for that part.7. I was contacted by the new service advisor [redacted] that my truck was ready, I drove to Colorado Body where my truck was outside and a detail guy was working on it, I immediately saw the dirt still in available he clear coat, and some imperfections still in the paint, I went inside and [redacted] seemed satisfied with the repairs, I took him out to the truck and showed him and he apologized, I asked him if he even looked at the work done and he said no, [redacted] came out to address my concerns and gave me excuses saying that my main concerns were the paint overspray the mouldingnand so on, stating the door had been fully repainted, I said that wasn't possible because the dirt in the clear coat was in the exact same spot, and the photos taken can prove this, the fact is the shop doesn't care about quality of work, my vehicle has been to this shop 4 times for the same repairs, each time the shop says the repairs are minor but fail to fix them. i have lost all faith in the shops ability to repair my vehicle professionally and with the inability of the service advisors, paint tech, shop manager, and general manager unable to repair the issues in 4 attempts I don't believe they care to fix it correctly and wish to further waste my time by bringing the vehicle in or have them pick it up, I feel that the shop may harm my vehicle in some way that I would not know in retribution for this complaint. I want the repair shop to be financially responsible for another shop to repair my vehicle that should have been done on the first visit, and there after, this shop has caused me to lose work because I was without a vehicle for a week, it has cost me financially for a battery that should not have needed to be replaced when my vehicle was [redacted]ed to them running and starting just fine.the repairs that need to be done to the truck are minor however they haven't been able to repair them and again I have lost faith because not even the general manager has inspected my vehicle nor verified the repairs being done were done satisfactorily.The fact that the response from this shop to this complaint is not factual reflects this shops inability to be honest with both the customer and the Revdex.com.I am willing to meet with a person from the Revdex.com to show them the photos of the truck from the accident, the first repairs, the way my vehicle was returned to me, dirty, incomplete, I would like to show them the text messages that I received from the service advisor [redacted] that gave me excuse after excuse about how he was waiting on the owner, and the loss of communication due to his cell phone breaking multiple times, and the repair bill for the battery and the texts blaming 4 wheel auto parts, the emails between the general manager and I prior to final repairs and the end result that my vehicle is currently in and a copy of the final bill to the insurance company for repairs to the vehicle where they billed the insurance company for parts (emblems and labor for installing them) however they were never installed or given to me.this evidence is my proof that this company has lied repeatedly promising to repair my vehicle to the condition it was prior to the accident, as well as my understanding and patience for this company to repair their issues, to my final resolution of the fact they simply can't communicate amongst themselves nor the ability to quality control their services prior to a customers pick up of the repaired vehicle, they can offer to repair it over and over and offer things like picking up my vehicle and providing a rental but the fact remains they cannot fix their internal problems nor my vehicle properly. I await your response to [redacted]le this situation.
Sincerely,
[redacted]