Initial Business Response / [redacted] (1000, 7, 2015/06/27) */ [redacted] was correctShe did make several calls to us without a return call initially, and for that we truly apologizeThat is NOT the way that Dent Wizard does businessAs soon as we received the complaint we began looking into the situationThis is what we have learned and where it stands currently [redacted] did call on 5/28, and appears hung up initiallyShe then called back and left a message on our voicemail on 6/and that information was forwarded to our manager in the fieldWe received another call from her on 6/Our customer service rep reached out to our manager at that time, but realized that we had incorrect contact information so our customer information had never reached him initiallyOur customer care representative contacted the customer that afternoon at 4:08pm and informed her of that information and then he reached out to our manager to provide details After receiving the customer complaint via Revdex.com, we reached out againBy June 8th, our manager had spoken with [redacted] and had estimated her vehicle On June 23rd, I learned that the customer has since rescheduled the repair date to 6/
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 Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
We are still working on this case to get it resolved; however, wanted to provide you with an update as of this afternoon. Will update once we have a resolution. On March 16, 2017 we received a call from the customer at approximately 11:57AM CST. Customer stated that there was dent...
on his hood about the size of a dime with paint damage. We went over the terms and conditions of the plan with the customer at that time. Those are listed below. On March 17, 2016 we reached out to the customer to see about getting a photo of the damage. We had to leave a message so we also reached out to the customer via email requesting the photo. On March 20, 2017 we received the photo from the customer. At that point we sent to our field staff to see if we could get a technician to review the damage in person and attempt to remove the dent. We then received another email a bit later from the customer advising us that his dealership, [redacted] would be taking care of the dent on Monday, March 27. He set this up with a gentleman, Syed at the dealer. We attempted to call the dealer on March 20, 2017 and again on March 21, 2017. We left a message for someone in their Finance Department to call us back on this matter so that we can ensure that this gets resolved. We are actively working this to ensure that if the dent can be removed via Paintless Dent Repair (PDR) that we pay for this for the customer. The Ding Shield Service Plan (“The Plan”) provides for the removal of certain dings, dents, and creases performed by technicians exclusively trained in the PDR repair process through Dent Wizard’s repair network, from the Buyer’s/Lessee’s (“You, Yours” vehicle using the process known as “Paintless Dent Removal” or “PDR”. The repair process does not involve drilling holes, or in any way puncture metal. This process does not affect the vehicles existing paint finish. The Plan will provide for an unlimited number of PDR Panel Repairs over the term of the contract. See above for the specifics. Each PDR panel repair covers the removal of any dings, dents and creases within an area located on a single panel of the vehicle that do not exceed 3.25” x 2” (approximately the size of a traditional credit card). Exclusions/LimitationsThis Agreement is limited to personal use passenger cars, trucks and sport utility vehicles with steel or aluminum body panels. PDR repairs are subject to accessibility (e.g. an area within ¾” of a door edge is not accessible), and does not cover dings, dents, or creases that have punctured the metal or have resulted in visible paint damage. Coverage does not apply to any area of the vehicle made of composite material (i.e. bumper).
Initial Business Response /* (1000, 7, 2015/06/27) */
[redacted] was correct. She did make several calls to us without a return call initially, and for that we truly apologize. That is NOT the way that Dent Wizard does business. As soon as we received the complaint we began looking into the...
situation. This is what we have learned and where it stands currently.
[redacted] did call on 5/28, and appears hung up initially. She then called back and left a message on our voicemail on 6/1 and that information was forwarded to our manager in the field. We received another call from her on 6/3. Our customer service rep reached out to our manager at that time, but realized that we had incorrect contact information so our customer information had never reached him initially. Our customer care representative contacted the customer that afternoon at 4:08pm and informed her of that information and then he reached out to our manager to provide details.
After receiving the customer complaint via Revdex.com, we reached out again. By June 8th, our manager had spoken with [redacted] and had estimated her vehicle.
On June 23rd, I learned that the customer has since rescheduled the repair date to 6/29.
History: Customer called in claim. We set up claim and requested a photo from the customer. Photo was sent in. Dent had some scratches in the paint but not deep scratches. Dent was also very deep in the metal. We reached out to the market owner and they set up a time to inspect and repair....
Repair took place 2/11. The tech spoke with the customer and advised that this was bigger than a credit card which is not typically repaired under this plan. Also the metal was stretched and very deep and sharp. He advised that he would attempt the repair to make it look better but could not promise the repair would be 100%. They agreed and he repaired to the best of his ability. Customer called back in. We spoke with both the tech and market owner. They stated that this was the best that they could do via PDR methods. We relayed the information to the customer On May 5th, our customer care manager contacted the customer who will be forwarding us a copy of the conventional estimate. We will work with them to get a conventional repair scheduled.
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.
Sincerely,
[redacted]
Initial Business Response / [redacted] (1000, 7, 2015/06/27) */ [redacted] was correctShe did make several calls to us without a return call initially, and for that we truly apologizeThat is NOT the way that Dent Wizard does businessAs soon as we received the complaint we began looking into the situationThis is what we have learned and where it stands currently [redacted] did call on 5/28, and appears hung up initiallyShe then called back and left a message on our voicemail on 6/and that information was forwarded to our manager in the fieldWe received another call from her on 6/Our customer service rep reached out to our manager at that time, but realized that we had incorrect contact information so our customer information had never reached him initiallyOur customer care representative contacted the customer that afternoon at 4:08pm and informed her of that information and then he reached out to our manager to provide details After receiving the customer complaint via Revdex.com, we reached out againBy June 8th, our manager had spoken with [redacted] and had estimated her vehicle On June 23rd, I learned that the customer has since rescheduled the repair date to 6/
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 Sincerely, [redacted]
Please cancel my complaint with Dent Wizard / Dent Doctor companyThank You, [redacted] M: [redacted] @live.com
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***
We are still working on this case to get it resolved; however, wanted to provide you with an update as of this afternoon. Will update once we have a resolution. On March 16, 2017 we received a call from the customer at approximately 11:57AM CST. Customer stated that there was dent...
on his hood about the size of a dime with paint damage. We went over the terms and conditions of the plan with the customer at that time. Those are listed below. On March 17, 2016 we reached out to the customer to see about getting a photo of the damage. We had to leave a message so we also reached out to the customer via email requesting the photo. On March 20, 2017 we received the photo from the customer. At that point we sent to our field staff to see if we could get a technician to review the damage in person and attempt to remove the dent. We then received another email a bit later from the customer advising us that his dealership, [redacted] would be taking care of the dent on Monday, March 27. He set this up with a gentleman, Syed at the dealer. We attempted to call the dealer on March 20, 2017 and again on March 21, 2017. We left a message for someone in their Finance Department to call us back on this matter so that we can ensure that this gets resolved. We are actively working this to ensure that if the dent can be removed via Paintless Dent Repair (PDR) that we pay for this for the customer. The Ding Shield Service Plan (“The Plan”) provides for the removal of certain dings, dents, and creases performed by technicians exclusively trained in the PDR repair process through Dent Wizard’s repair network, from the Buyer’s/Lessee’s (“You, Yours” vehicle using the process known as “Paintless Dent Removal” or “PDR”. The repair process does not involve drilling holes, or in any way puncture metal. This process does not affect the vehicles existing paint finish. The Plan will provide for an unlimited number of PDR Panel Repairs over the term of the contract. See above for the specifics. Each PDR panel repair covers the removal of any dings, dents and creases within an area located on a single panel of the vehicle that do not exceed 3.25” x 2” (approximately the size of a traditional credit card). Exclusions/LimitationsThis Agreement is limited to personal use passenger cars, trucks and sport utility vehicles with steel or aluminum body panels. PDR repairs are subject to accessibility (e.g. an area within ¾” of a door edge is not accessible), and does not cover dings, dents, or creases that have punctured the metal or have resulted in visible paint damage. Coverage does not apply to any area of the vehicle made of composite material (i.e. bumper).
Please cancel my complaint with Dent Wizard / Dent Doctor company. Thank You, [redacted] M:[redacted]@live.com
Initial Business Response /* (1000, 7, 2015/06/27) */
[redacted] was correct. She did make several calls to us without a return call initially, and for that we truly apologize. That is NOT the way that Dent Wizard does business. As soon as we received the complaint we began looking into the...
situation. This is what we have learned and where it stands currently.
[redacted] did call on 5/28, and appears hung up initially. She then called back and left a message on our voicemail on 6/1 and that information was forwarded to our manager in the field. We received another call from her on 6/3. Our customer service rep reached out to our manager at that time, but realized that we had incorrect contact information so our customer information had never reached him initially. Our customer care representative contacted the customer that afternoon at 4:08pm and informed her of that information and then he reached out to our manager to provide details.
After receiving the customer complaint via Revdex.com, we reached out again. By June 8th, our manager had spoken with [redacted] and had estimated her vehicle.
On June 23rd, I learned that the customer has since rescheduled the repair date to 6/29.
History: Customer called in claim. We set up claim and requested a photo from the customer. Photo was sent in. Dent had some scratches in the paint but not deep scratches. Dent was also very deep in the metal. We reached out to the market owner and they set up a time to inspect and repair....
Repair took place 2/11. The tech spoke with the customer and advised that this was bigger than a credit card which is not typically repaired under this plan. Also the metal was stretched and very deep and sharp. He advised that he would attempt the repair to make it look better but could not promise the repair would be 100%. They agreed and he repaired to the best of his ability. Customer called back in. We spoke with both the tech and market owner. They stated that this was the best that they could do via PDR methods. We relayed the information to the customer On May 5th, our customer care manager contacted the customer who will be forwarding us a copy of the conventional estimate. We will work with them to get a conventional repair scheduled.
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.
Sincerely,
[redacted]