Denver Auto Hail Repair

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]

Owner Response: We appreciate all our customers and work diligently to prevent issues from becoming such in the first place enabling us to stand by our Lifetime Warranty on our services. We don’t take any customer issues lightly and in the rare instances when they arise, do everything possible
to stand by our 100% Satisfaction Guarantee. With the customer we gave a free evaluation/estimate at the customers home, received a signed Authorization to Repair from him to supplement and repair one of his vehicles, and restored the vehicle to its original value using the paint-less dent removal (PDR) process. We did not collect the customers deductible ensuring zero out of pocket expense to him as we bill insurance directly for the work we do We went above and beyond by repairing additional pre-existing unrelated prior hail damage as well as complimentary pick up by the owner himself for this particular customer Denver Auto Hail Repair is Colorado’s largest PDR shop and we got there by providing the best and most ethical service possible. Though this has never happened to us before, we welcome Revdex.com mediation whenever a customer uses hate speech or offensive language towards our workers or threatens and follows thru on writing negative reviews on social media sites under identities as a way to extract further services and money. PDR Sales Manager Response: This customer submitted on online request for a free no obligation evaluation on two vehicles at his home. Upon arriving, we learned he already received quotes from his insurance provider on both vehicles and informed him that there was approximately $1,- $2,more in damage to be repaired than the written quotes he received and explained the supplement and repair process (drop vehicle off at shop where we wash it, put it under bright lights and carefully go over every square inch of each panel to document all damage, and submit supplemental damage estimate to his insurance company to authorize payment for the additional damages). The customer indicated he wanted to repair the *** but was undecided yet about repairing the *** and asked if we could supplement the *** to obtain an additional check from insurance. Though certainly not the norm, we clearly agreed to do the supplement estimate for a $shop fee after we repaired the *** and have his insurance adjustor come out at that time in hopes that within a few hours he could pick up his ***, drop off his ***, have the supplement estimate performed with his insurance adjustor and then pick up his ***The customer scheduled to have his *** brought into the shop to have it repaired and arrived two hours early for his appointment and asked us if the adjuster was scheduled to come out. We explained our clearly written process that adjusters are only scheduled to come out to our shop typically 24-hours once an Authorization to Repair form is signed and the vehicle has gone thru the entire supplement process and that the *** was an exception to that process since it hadn’t been decided whether repairs would be made or not The customer seemed upset by this and now indicated he just wanted an estimate on the ***. Both the shop and sales managers informed the customer in no uncertain terms that we are not in the business of doing supplements only but repairing vehicles, but we would do the supplement estimate for the *** for $as a favor once the *** was repairedThe customer indicated he needed the truck back by Sunday night as that he was having other work performed on itHe was informed we would meet this deadline for himThe customer then signed off on the Authorization of Repair form and left his vehicle with our shopHe had his wife with him and indicated they were going to be running errands in the area and would contact us before heading back to his homeA few hours later he was called and offered the rental we had reserved as part of our customer service which he turned this down as he indicated he was fine on riding his motorcycle but if the weather changed he would contact us to get a rental vehicleHe asked that we inform him when the insurance company approved the supplement work which we were submitting, and we informed him we would do soThe customer indicated he may need a truck for a project in a few days and was told we would reserve one for him and cover the rental feesThe customer was contacted when the estimate was approved, and he said he needed to get his truck for a project, he was informed we had a rental truck and informed it may or may not be a double cab, and was asked if that matteredTo which he replied it didn't, and then indicated he would have to call back. When he called back he insisted on picking up his vehicle at which point he was informed that we had almost finished the authorized repairs, and the customer became very upset by this stating he never authorized the repairsThis was the first time we were made aware that his intention was not fixing his vehicleThe owner was involved at this point to help resolve the matter who discussed with him that we had the authorization to repair his *** and it was now nearly complete except for a part we had coming in to installAgain, we offered to do the estimate on his *** complimentary and waive the $fee we said we would originally charge and the customer agreed to this new planWe contacted the insurance company to arrange having the payment sent to our shop for the repairs on the ***, which is protocol, and discovered at this point the customer had already been in touch with the insurance company demanding the payment go to him instead of our shopThe customer never mentioned any of this to anyone at our company We provided evidence that the customer signed off on repairs and the insurance company changed the payment to go to our company insteadAdditionally we found that the original check the insurance company issued to the customer based on their estimate had been cashed by the customerThe following day the customer indicated he needed his vehicle back and the final part had come in and was installedThe customer was informed that it would be ready and to bring payment for the amount of the initial check the insurance company issued The customer now replied that we didn't listen to him at all and called the office directly, spoke to the owner, and starting using profanity and using threatening statements that we would regret this, at which point we ended the callHe called back and was told that we do not respond to threats and would not speak with someone who was swearing He indicated that he would do everything he could to ruin our reputation, as well as take us to courtAt which point the sales manager informed the customer that from here on out all communication would be directly with the ownerThe next day the owner drove to the customer's home to bring him to the shop in an attempt to resolve issues and for the customer to pick up his vehicle Upon arrival, the customer complained about pre-existing dog scratches on his vehicle that he said the shop put there The owner had a technician buff those out without charge The customer then asked for money which was declined and unhappily signed the Return of Vehicle and Satisfaction of Repair form and wrote Denver Auto Hail Repair a check in the same amount he originally received and cashed from his insurance company He then took his vehicle and left, accidentally leaving behind a Wells Fargo debit card which was later found in our parking lot. The owner has made attempts to return the card irregardless of the issues this customer has with us

Hello,We have been in communication with the customer to resolve the matter. Even as of this morning we've been in communication with the customer. In summary here is what we've done: we arranged to have the vehicle at our shop to assess the paint repairs needed, at which point we provided a basic...

touch up paint job that would not impact the factory paint job on the rest of the door, but this repair was not up to our standards. Since then we've set up a relationship with a very highly recommended touch up paint provider who will be doing some work on a customer's car that is here. Once we've confirmed his work is up to par he will be paid to do the touch up paint for the customer this complaint is from, and she is fully aware of this plan. We should have this fully resolved within a few weeks. As we don't do painting in our shop (we are a Paintless Dent Repair facility), we were initially unable to provide the outstanding service this customer wants, and what we strive to provide. However, we will stand behind our guarantee and ensure we repair the customer's car to her satisfaction.Regards,[redacted]President

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]