Consumers Advisory Agency

The business has responded Please see below:We are in receipt of ID # *** and the corresponding complaint from customerIn regards to the complaint of: 'establishment failed to repair vehicle in a timely fashion' and 'establishment had possession of vehicle for weeks for a minor
repair' We received the vehicle on Tuesday July ***We promptly called the Insurance Company (insurance) to have them inspect the vehicleInsurance did not come to inspect the vehicle until Monday August ***, business days laterWe then ordered parts after receiving the estimate, and put the car into productionOn Friday August *** we called insurance for a supplement to address a right tail lamp and a few extra small parts that were not written by insurance on the initial estimateWe completed repairs on the car and the customer picked up the vehicle on 8/**/We had the vehicle for ** business daysLess the business days it took insurance to see the car, we had the car in production for business daysWe do feel this is a reasonable period of timeCustomer called on Friday August *** a few hours after picking up his vehicle stating that he was dissatisfied with the trunk and other areas of the car that were not covered initially by insuranceJ & B received the car back on Friday September **, again calling insurance for supplement #to address the customer's concernsThe adjuster was unable to come until Tuesday September ***We then returned the car to the customer on Thursday October *Again, we feel we address the customer's concerns, and returned the vehicle in a timely mannerThe only outstanding issue at the time when the customer received the vehicle back was a trunk carpetWe ordered the carpet after it was approved by insurance but while the vehicle was at the shopHowever the carpet was not locally in stock from MercedesWe released the car to the customer with the understanding that when we received the trunk carpet in stock we would call to install itWe received the carpet on 10/*/from the dealership, we have a dated invoice to support thisJoe I***, the owner of J & B, attempted multiple times to contact the customer to install this pieceThe customer did not bring us the car to install the carpetJ & B Body Works charged the customer for the insurance amounts only, and did not charge or collect from the customer for the deductible on the policyJ & B Body Works offered and conveyed to the customer on August *** that the production manager offered to pay any rental overage if the customer had any, as we realized the delay caused by the insuranceWe feel we repaired the vehicle in a timely manner consistent with the damageIn regards to the complaint of: 'performed inferior quality repairs to vehicle' Please be specific as to what was inferior quality in the repair we performedThe only item we were aware of was when the vehicle came in on 7/**/customer mentioned a right front wheel repair that was peeling from a prior repair we performedWe were able to pull that file from archive and see the work was done by a vendor we no longer worked with due to workmanship quality issuesWe repaired that wheel and corrected the issue at our expenseThe trunk carpet cannot be included as inferior quality repairs as the customer did not make the car available for installPlease be aware J & B Body Works also has a customer service survey from customer that states the paint refinish and body repairs met the customer's expectations, the customer rated the overall quality of repairs as excellent, and all other areas that concerned the repair facility were positiveOur impression was that he was satisfiedThis form is available for viewingIn regards to the complaint of: 'establishment in possession of two checks for payment...payable after repairs completed...without authorization signature was forged and cashed even though repairs were not completed' Our standard operating procedure is to have our customers sign an "authorization to repair" and a "direction to pay"Please be aware we have these forms signed by this customer on 7/**/available for viewingIn part the forms state: • I understand that payment in full will be due upon release of the vehicle, including additional supplemental chargesI authorize J & B Body Works to act as power of attorney to sign insurance checks to pay for damages to above vehicle• I understand that J & B Body Works cannot be held responsible for any delays caused by unavailability of parts or delays in parts shipments by the supplier or transporter• I authorize payment for repairs to above vehicle to be sent directly to J & B Body WorksI authorize J & B Body Works to act as power of attorney to sign insurance checks to pay for damages to above vehicle• The car was released to the customerThe customer gave authority to the shop for checks to be signedThere was no forgery involvedIf the customer would like we can install the carpet at his convenienceIf the customer prefer we can reimburse him for that portion of the funds paid by insurance to furnish and install the carpetPlease be aware we tried our best to be proactive to settle this before it escalatedWe attempted to meet with the customer prior to the situation getting to this pointThe customer has told the shop owner he no longer wants the carpet