DFW Collision

Today I sent a letter to the Revdex.com I have a check being processed to reimburse [redacted] for her rental car expenseBetty will receive her check within 7-days Regards, [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because:In regards to the shop's response stating that once the shop was notified that the brakes on the vehicle were not working that they attempted to have the vehicle towed is falseTheir first response was to send their electrical guy, who they contracted, to my home and look at the vehicleThe electrical guy ran his diagnostic and no error showed up on his systemI personally reversed the car while lightly pressing the brake and he confirmed that they were not onHe then checked they brake switch that he personally replaced and compared it to the original (which he still had in his truck)The brake switch that was installed was different in length and according to the electrical guy, was the reason for the brake to have to be pressed about an inch and half before the brake lights would turn onI spoke with [redacted] (manager) to notify him of the results and he told me that the brake switch part is on back order and will take a while to receiveTwo days later is when I went to the collision center to speak to [redacted] and Allen about the brake issue and the rental feesThat's when [redacted] cursed at meThat's when I got up, got their cards and told them that they would hear from meIt wasn't until I got home that I get a call from a tow truck company asking to pick up my vehicle on behalf of the shopI refused, and called [redacted] to tell him I wanted to speak to my insurance to see what options I had because I am not sure I want to deal with them after horrible customer serviceI called [redacted] a few days later to tell give him the O.Kto personally pick up my vehicleIn regards to the scratch that the shop repaired, the fact that they are trying to use the repair as an attempt to say they provided good customer service is outrageousThe scratch happened while the vehicle was in their possessionI have pictures provided by the insurance that I will attachThe scratch was horizontal, about 3" in length, deep enough to easily notice.It was on the right back passenger door Regards, [redacted] ***

[redacted] is concerned with customer satisfaction and is willing to help with all the customer concerns. The basic problem starts with [redacted] not setting the proper expectation on the length of time the repair would take. The collision repair was north... of $19000.00. During the repair it was necessary to remove and install the engine. When that operation is necessary we should have informed [redacted] ***, the vehicle owner that the length of the repair would be a minimum of 6-8 weeks and if you only have 30 days on your rental policy, the rental coverage will run out. The length of time it took to repair the vehicle is normal for a repair of this size. [redacted] has addressed every concern that [redacted] has. [redacted] alleges that the shop scratched the right rear door on the opposite side of the vehicle, which was repaired. The shop has painted the right rear door at a value of $556.40. The concern of the brakes not working properly: Once our shop was notified there could be an issue with the brakes, [redacted] the shop manager, attempted to have the vehicle towed back to the shop at the shop’s expense. [redacted] refused to allow the vehicle to be towed in and serviced on three different occasions. [redacted] personally went to [redacted] ***’s home and picked up the vehicle. At that time the brakes were tested and found to be working. As a precaution, the brake stop switch was replaced again. [redacted] has done a full electrical system diagnosis. All trouble codes have been cleared and the vehicle is safe to drive. [redacted] has scheduled the vehicle to be returned to [redacted] on 11/8. As a courtesy [redacted] has filled up the fuel tank. [redacted] has requested assistance with his $676.00 rental charges. [redacted] has agreed to not collect [redacted] ***’s $501.00 deductible allowing [redacted] $501.00 worth of compensation he can apply to his rental charges. [redacted] Request of [redacted] ***:As a good faith gesture, if any negative social media has been broadcasted it must be removed.Attachments:*Work authorization*Estimate for unrelated prior damage on right rear door*Video of brake lights working at [redacted] ***’s house working [redacted] Thank You

The service advisor at the shop did not contact the customer on a regular basis during the repair. The shop is very busy right now as a result of the catastrophic Event that took place in our area with hail this spring and did not communicate. As a result of not communicating with the
vehicle owner he was not given the proper information To let him know what issues we were having getting the aftermarket parts for the lift conversion that had been done to his Ford Truck. For resolution I have personally taken the oversight of this repair over *** *** and I met last week to go over the vehicle to make sure I can communicate with Mr*** Insurance company for the collision damage that his vehicle has. I communicate with him two times a week with status updates. I believe we are now on the same page to make sure the repairs will get finished *** *** DFW Collision Center Operations Director

Today I sent a letter to the Revdex.com.  I have a check being processed to reimburse [redacted] for her rental car expense. Betty will receive her check within 7-10 days.   Regards, [redacted]
[redacted]  [redacted]

Complaint: [redacted]
I am rejecting this response because:In regards to the shop's response stating that once the shop was notified that the brakes on the vehicle were not working that they attempted to have the vehicle towed is false. Their first response was to send their electrical guy, who they contracted, to my home and look at the vehicle. The electrical guy ran his diagnostic and no error showed up on his system. I personally reversed the car while lightly pressing the brake and he confirmed that they were not on. He then checked they brake switch that he personally replaced and compared it to the original (which he still had in his truck). The brake switch that was installed was different in length and according to the electrical guy, was the reason for the brake to have to be pressed about an inch and half before the brake lights would turn on. I spoke with [redacted] (manager) to notify him of the results and he told me that the brake switch part is on back order and will take a while to receive. Two days later is when I went to the collision center to speak to [redacted] and Allen about the brake issue and the rental fees. That's when [redacted] cursed at me. That's when I got up, got their cards and told them that they would hear from me. It wasn't until I got home that I get a call from a tow truck company asking to pick up my vehicle on behalf of the shop. I refused, and called [redacted] to tell him I wanted to speak to my insurance to see what options I had because I am not sure I want to deal with them after horrible customer service. I called [redacted] a few days later to tell give him the O.K. to personally pick up my vehicle. In regards to the scratch that the shop repaired, the fact that they are trying to use the repair as an attempt to say they provided good customer service is outrageous. The scratch happened while the vehicle was in their possession. I have pictures provided by the insurance that I will attach. The scratch was horizontal, about 3" in length, deep enough to easily notice.It was on the right back passenger door.  
Regards,
[redacted]

[redacted] is concerned with customer satisfaction
and is willing to help with all the customer concerns.  The basic problem starts with [redacted]
not setting the proper expectation on the length of time the repair would
take.  The collision repair was north...

of
$19000.00.  During the repair it was
necessary to remove and install the engine. 
When that operation is necessary we should have informed [redacted], the
vehicle owner that the length of the repair would be a minimum of 6-8 weeks and
if you only have 30 days on your rental policy, the rental coverage will run
out.  The length of time it took to
repair the vehicle is normal for a repair of this size.  [redacted] has addressed every concern that [redacted] has.  [redacted] alleges that the
shop scratched the right rear door on the opposite side of the vehicle, which
was repaired.  The shop has painted the
right rear door at a value of $556.40.  The concern of the
brakes not working properly:  Once our shop
was notified there could be an issue with the brakes, [redacted] the shop
manager, attempted to have the vehicle towed back to the shop at the shop’s
expense.  [redacted] refused to allow the
vehicle to be towed in and serviced on three different occasions.  [redacted] personally went to [redacted]’s
home and picked up the vehicle.  At that
time the brakes were tested and found to be working.   As a
precaution, the brake stop switch was replaced again. [redacted] has
done a full electrical system diagnosis. 
All trouble codes have been cleared and the vehicle is safe to drive.  [redacted] has scheduled the vehicle to
be returned to [redacted] on 11/8.  As a
courtesy [redacted] has filled up the fuel tank.[redacted] has requested assistance with his $676.00 rental
charges.  [redacted] has agreed
to not collect [redacted]’s $501.00 deductible allowing [redacted] $501.00 worth
of compensation he can apply to his rental charges.[redacted] Request of [redacted]:As a good faith gesture, if any negative social media has
been broadcasted it must be removed.Attachments:*Work authorization*Estimate for unrelated prior damage on right rear door*Video of brake lights working at [redacted]’s
house working     [redacted]Thank You