After 23 years in business, I can say with confidence that we try very hard here at Diamond Collision to keep all of our customers happy. This situation was no different. However I feel a lot of valuable information has been left out. When my driver picked up the customer he did offer our services....
He also made her aware that we have a rental vehicle that we put customer in whenever it is available. After getting the car back to the shop the driver did tell me about the customer and her accident. I explained that we had another customer in that loaner car. The reason the car never came available was because of a national backorder on air bags for a jeep liberty. I was not aware of this delay until a week into the job. Next up is the fact the customer was in two separate accidents in three days. There were 2 separate jobs and two separate claim numbers. The customer makes it seem like I was a fool for sending the information to the wrong company, but doesn’t mention the dual claims and the fact that the insurance companies were arguing over responsibility. I had to try everything I could to get all the stuff covered, (nobody wanted to claim the damage). Another thing I would like to touch on is that 80% of the repairs were complete when I received a call that the customer was worried because she did not have the money to pay her deductible. The next couple days my guys wrapped up all of the body work and brought the car over to the mechanical shop for a front end alignment. When they tried to do the alignment it would not go into specifications. That’s when I knew of the further suspension damage. Now after all the other things that went on. It was tough to get the two companies to decide who would be responsible now. After resolving that I delivered the customers car. I put gas in it because she was on empty and fully detailed the whole car because I felt bad about not no knowing the suspension damage was there until the team of alignment. I went over the ecr with the customer. She was very happy and left. Fast forward a few days (3-4) and the customer calls and says her car is making a noise and she doesn’t feel safe driving it back tow. Which I can understand because it was over an hour drive. I told her I could get that night or the next but days were crazy because I tow for police and [redacted]. She said that would not work because she was starting a new job and needed the car to get there. I told her I didn’t think it was safe for her to drive the car but she felt she would be ok because it was a short distance. For the next day we played phone tag and I did not get in touch with her until Thursday afternoon. The next day was Friday the start of the holiday 3 day weekend. I made her aware that it was going to be tough to get there over the weekend, she said that was ok because she was having medical issue taken care of. I contacted her the beginning of the week drove all the way up and towed the vehicle back to my shop to figure out what the problem was. After a full inspection of her vehicle it was found that the opposite side wheel bearing was bad. It had just let go from natural use. The noise had nothing to do with either of the claims. It was none of our or either of the insurance company's responsibility. I told the customer and she was fine with the findings and picked up her car. I don’t agree with the fact that she said she didn’t feel comfortable having the work done here. When in fact came back here for the repairs the end they were not our responsibility. I returned a lot of calls and went to a mailbox. I never asked for money for the two back to my shop even though it had nothing to do with us. I hope I have cleared the air a bit. Hopefully you can see I tried my best to help and did take care of everything that was my responsibility. I feel I fall parties involved did the same this issue would have been resolved long before now
After 23 years in business, I can say with confidence that we try very hard here at Diamond Collision to keep all of our customers happy. This situation was no different. However I feel a lot of valuable information has been left out. When my driver picked up the customer he did offer our services....
He also made her aware that we have a rental vehicle that we put customer in whenever it is available. After getting the car back to the shop the driver did tell me about the customer and her accident. I explained that we had another customer in that loaner car. The reason the car never came available was because of a national backorder on air bags for a jeep liberty. I was not aware of this delay until a week into the job. Next up is the fact the customer was in two separate accidents in three days. There were 2 separate jobs and two separate claim numbers. The customer makes it seem like I was a fool for sending the information to the wrong company, but doesn’t mention the dual claims and the fact that the insurance companies were arguing over responsibility. I had to try everything I could to get all the stuff covered, (nobody wanted to claim the damage). Another thing I would like to touch on is that 80% of the repairs were complete when I received a call that the customer was worried because she did not have the money to pay her deductible. The next couple days my guys wrapped up all of the body work and brought the car over to the mechanical shop for a front end alignment. When they tried to do the alignment it would not go into specifications. That’s when I knew of the further suspension damage. Now after all the other things that went on. It was tough to get the two companies to decide who would be responsible now. After resolving that I delivered the customers car. I put gas in it because she was on empty and fully detailed the whole car because I felt bad about not no knowing the suspension damage was there until the team of alignment. I went over the ecr with the customer. She was very happy and left. Fast forward a few days (3-4) and the customer calls and says her car is making a noise and she doesn’t feel safe driving it back tow. Which I can understand because it was over an hour drive. I told her I could get that night or the next but days were crazy because I tow for police and [redacted]. She said that would not work because she was starting a new job and needed the car to get there. I told her I didn’t think it was safe for her to drive the car but she felt she would be ok because it was a short distance. For the next day we played phone tag and I did not get in touch with her until Thursday afternoon. The next day was Friday the start of the holiday 3 day weekend. I made her aware that it was going to be tough to get there over the weekend, she said that was ok because she was having medical issue taken care of. I contacted her the beginning of the week drove all the way up and towed the vehicle back to my shop to figure out what the problem was. After a full inspection of her vehicle it was found that the opposite side wheel bearing was bad. It had just let go from natural use. The noise had nothing to do with either of the claims. It was none of our or either of the insurance company's responsibility. I told the customer and she was fine with the findings and picked up her car. I don’t agree with the fact that she said she didn’t feel comfortable having the work done here. When in fact came back here for the repairs the end they were not our responsibility. I returned a lot of calls and went to a mailbox. I never asked for money for the two back to my shop even though it had nothing to do with us. I hope I have cleared the air a bit. Hopefully you can see I tried my best to help and did take care of everything that was my responsibility. I feel I fall parties involved did the same this issue would have been resolved long before now