Denmar Auto Body

Initial Business Response / [redacted] (1000, 8, 2015/10/15) */ Originally when the customer requested the rocker panels be replaced on his truck he was told the job would take a weekHe indicated that he could not be without his truck that long but did not want to pay for a rental carI offered to let him use the owners personal truck at no chargeAfter the truck was dropped off he decided to do his tailgate, door and rear bumperHe wanted to have an OEM bumper put on but only wanted to pay the cost for an aftermarket bumperI explained to him that OEM parts are only price matched if the job is through an insurance companyHe insisted that someone told him that it was possible so to try to make the customer happy I sold him the bumper at the reduced aftermarket price even though I lost money on itWe also installed a bug deflector and emblems for him free of charge, as well as providing the emblems from the tailgate free of charge since it took a week longer,We did have the truck longer than originally planned due to the additional requested items and upon cutting out the rockers the rust damage was more extensive than originally thought the customer said no problem because he did have a truck to useAt this time I had a new employee just start that worked on this truckHe didn't properly mask the truck when painting and did not perform a final inspection of the jobWhen the customer picked up his truck he was happy, then when he called to bring up issues I told him to bring the truck in and we would fix the problems.1st time it was the overspray, we cleaned all the windows on his truck,2nd time he said he had a rattle I had him bring in the truck again and we looked for a possible solution, we tried tightening up the brackets on the bumper3rd time he complained of rattle again and broken tailgate handle and door not closing properly and his hood falling off again I told him to bring it in and we would fix the problems he expressed the need to have a loaner car again and I offered to pay for half the rental car I do not know why his tailgate handle was broken nor why it too him so long to let us know about it but handles to break on year old cars again I went out of my way and replaced the handle free of charge.When he brought the car in he wanted us to install new wheel flares as wellAgain we addressed and fixed all of his issues except for the rattle which we diagnosed for him as a muffler problem and did not charge him for the rental car either but did inform him of the rust that was under his wheel flares and hat the flares he provided should have been painted as the black plastic would fade and fixed the bolt that had come loss on his hood hinge that we did not even remove or loosen when we originally replaced his hood.4th time the customer complained about the rocker panels not being painted underneath the truck I asked him to bring it in so we could see and fix any problems he said he was to mad to talk about it and hung up on meI called him back a couple of days later to discuss the problem informing hi that I would need to see it to determine what we could do to fix his problem again he told me he was to mad to talk about it and was going to file a Revdex.com complaintTwo weeks pass I hear nothing so I call him again to try to resolve the issue he tells me then that he has filed a complaint with the Revdex.comThree days later I receive the complaintI am willing to fix whatever problem there is with the rocker panels if only the customer would bring the truck in for us to do soI am very sorry but sometimes in business a new employee will do something that is not right he no longer works for my company because he could not be trusted to perform the work up to our companies standardsI run an honest business and want to fix anything that might be wrong with this customer's truckBut I cannot fix something if not allowed

Initial Business Response /* (1000, 8, 2015/10/15) */
Originally when the customer requested the rocker panels be replaced on his truck he was told the job would take a weekHe indicated that he could not be without his truck that long but did not want to pay for a rental carI offered to let him
use the owners personal truck at no chargeAfter the truck was dropped off he decided to do his tailgate, door and rear bumperHe wanted to have an OEM bumper put on but only wanted to pay the cost for an aftermarket bumperI explained to him that OEM parts are only price matched if the job is through an insurance companyHe insisted that someone told him that it was possible so to try to make the customer happy I sold him the bumper at the reduced aftermarket price even though I lost money on itWe also installed a bug deflector and emblems for him free of charge, as well as providing the emblems from the tailgate free of charge since it took a week longer,We did have the truck longer than originally planned due to the additional requested items and upon cutting out the rockers the rust damage was more extensive than originally thought the customer said no problem because he did have a truck to useAt this time I had a new employee just start that worked on this truckHe didn't properly mask the truck when painting and did not perform a final inspection of the jobWhen the customer picked up his truck he was happy, then when he called to bring up issues I told him to bring the truck in and we would fix the problems.1st time it was the overspray, we cleaned all the windows on his truck,2nd time he said he had a rattle I had him bring in the truck again and we looked for a possible solution, we tried tightening up the brackets on the bumper3rd time he complained of rattle again and broken tailgate handle and door not closing properly and his hood falling off again I told him to bring it in and we would fix the problems he expressed the need to have a loaner car again and I offered to pay for half the rental car I do not know why his tailgate handle was broken nor why it too him so long to let us know about it but handles to break on year old cars again I went out of my way and replaced the handle free of charge.When he brought the car in he wanted us to install new wheel flares as wellAgain we addressed and fixed all of his issues except for the rattle which we diagnosed for him as a muffler problem and did not charge him for the rental car either but did inform him of the rust that was under his wheel flares and hat the flares he provided should have been painted as the black plastic would fade and fixed the bolt that had come loss on his hood hinge that we did not even remove or loosen when we originally replaced his hood.4th time the customer complained about the rocker panels not being painted underneath the truck I asked him to bring it in so we could see and fix any problems he said he was to mad to talk about it and hung up on meI called him back a couple of days later to discuss the problem informing hi that I would need to see it to determine what we could do to fix his problem again he told me he was to mad to talk about it and was going to file a Revdex.com complaintTwo weeks pass I hear nothing so I call him again to try to resolve the issue he tells me then that he has filed a complaint with the Revdex.comThree days later I receive the complaintI am willing to fix whatever problem there is with the rocker panels if only the customer would bring the truck in for us to do soI am very sorry but sometimes in business a new employee will do something that is not right he no longer works for my company because he could not be trusted to perform the work up to our companies standardsI run an honest business and want to fix anything that might be wrong with this customer's truckBut I cannot fix something if not allowed

Initial Business Response /* (1000, 8, 2015/10/15) */
Originally when the customer requested the rocker panels be replaced on his truck he was told the job would take a weekHe indicated that he could not be without his truck that long but did not want to pay for a rental carI offered to let him
use the owners personal truck at no chargeAfter the truck was dropped off he decided to do his tailgate, door and rear bumperHe wanted to have an OEM bumper put on but only wanted to pay the cost for an aftermarket bumperI explained to him that OEM parts are only price matched if the job is through an insurance companyHe insisted that someone told him that it was possible so to try to make the customer happy I sold him the bumper at the reduced aftermarket price even though I lost money on itWe also installed a bug deflector and emblems for him free of charge, as well as providing the emblems from the tailgate free of charge since it took a week longer,We did have the truck longer than originally planned due to the additional requested items and upon cutting out the rockers the rust damage was more extensive than originally thought the customer said no problem because he did have a truck to useAt this time I had a new employee just start that worked on this truckHe didn't properly mask the truck when painting and did not perform a final inspection of the jobWhen the customer picked up his truck he was happy, then when he called to bring up issues I told him to bring the truck in and we would fix the problems.1st time it was the overspray, we cleaned all the windows on his truck,2nd time he said he had a rattle I had him bring in the truck again and we looked for a possible solution, we tried tightening up the brackets on the bumper3rd time he complained of rattle again and broken tailgate handle and door not closing properly and his hood falling off again I told him to bring it in and we would fix the problems he expressed the need to have a loaner car again and I offered to pay for half the rental car I do not know why his tailgate handle was broken nor why it too him so long to let us know about it but handles to break on year old cars again I went out of my way and replaced the handle free of charge.When he brought the car in he wanted us to install new wheel flares as wellAgain we addressed and fixed all of his issues except for the rattle which we diagnosed for him as a muffler problem and did not charge him for the rental car either but did inform him of the rust that was under his wheel flares and hat the flares he provided should have been painted as the black plastic would fade and fixed the bolt that had come loss on his hood hinge that we did not even remove or loosen when we originally replaced his hood.4th time the customer complained about the rocker panels not being painted underneath the truck I asked him to bring it in so we could see and fix any problems he said he was to mad to talk about it and hung up on meI called him back a couple of days later to discuss the problem informing hi that I would need to see it to determine what we could do to fix his problem again he told me he was to mad to talk about it and was going to file a Revdex.com complaintTwo weeks pass I hear nothing so I call him again to try to resolve the issue he tells me then that he has filed a complaint with the Revdex.comThree days later I receive the complaintI am willing to fix whatever problem there is with the rocker panels if only the customer would bring the truck in for us to do soI am very sorry but sometimes in business a new employee will do something that is not right he no longer works for my company because he could not be trusted to perform the work up to our companies standardsI run an honest business and want to fix anything that might be wrong with this customer's truckBut I cannot fix something if not allowed