Dick Hannah Collision Center

Dear Mr***, I apologize for the unhappy experience you have had during the process of your repairsOur goal is to return your vehicle back to you restored to pre accident condition, at times this may take longer than originally anticipatedIn the process of repairing your vehicle hidden damage was found and further repairs were neededUnfortunately further damage is not always found until the technician is in the process of making the initial repairsThis is a common yet sometimes frustrating part of the repair processWe try to do our best to work quickly to get your vehicle back to you as soon as possible without sacrificng repair qualityUnfortunately given the extensive repairs that were needed this can take time to ensure the repairs are done correctly and safelyWe hope once [redacted] comes back out and re inspects that we can gain approval to move forward with your additional repairs so that we may return your vehcile to you ASAPFor your reference, based upon the notes in our system we have communicated with you on the following dates: 11/24- Vehicle towed in to shop 11/– Notified that we received the preliminary estimate from [redacted] and the vehicle was sent to the dealer for suspension diagnosis12/7- Returned call from TiffanyLeft a message regarding statusCurrently waiting for parts12/28- Left a message notifying that the wire repairs were finished 1/10- (customer called) Informed customer additional damage was found to the rocker and it needs to be replaced, the repair will add an addition couple weeks1/16- Tim called to notify customer that Won is no longer handling his repairs and he has taken overHe notified him that he will find out status of his vehicle and follow up via email on the 17th per customer requestCustomer expressed frustrations stated that he has never been contacted1/17- notified customer of where we are in the repair processWaiting on rocker panel piece to arriveETA today or tomorrowNotified of potential for additional parts to ensure the job is done properly and not patched togetherNotified that we will need approval from insurance for the potential additional parts Once this is determined and approved by insurance an estimated completion date can be establishedNotified that the estimated completion date is being changed from 1/to 2/and this may change due to the potential of needing approval for more parts1/19- emailed updated ETC 2/1/23- Notified repairs are under way and we are in contact with ***1/25- notified repairs are moving along and the tech is expecting to have it done before the 9thNotified that a [redacted] rep will be out on Tuesday the 30th to inspect before we move to the next stage1/26- returned customers call, customer requested a more detailed description of repair statusGave detailed update1/30- Additional damage found, we will need to communicate with [redacted] for approvalNotified that we are still waiting on [redacted] to come out, re inspect and approve additional repairsCurrently on hold with repairs for now until [redacted] comes out We truly apologize for any lapses in communicationWe hope moving forward we can meet and exceed your expectations We will continue to work as diligently as we can to get the job done Regards, Rick S [redacted] Director Dick Hannah Collision Center

In an effort to address Ms***’s concerns, we reviewed her repair and payment history regarding this contact On 8/23/16, Ms***’s dropped off Toyota Corolla after she had been in an accident Her insurance company, Met Life completed their estimate on 8/25, parts were ordered and repairs were started on 8/ On 9/2, we sent two supplements to Met Life documenting the additional repairs needed Met Life approved both supplements and we ordered the additional parts required The parts were received on 9/and repairs were completed on 9/when Ms [redacted] was contacted for delivery When Ms [redacted] came to pick up her Corolla, she had a $deductible, which we collected at time of delivery by credit card Our estimator was told by Met Life the checks for balance of repairs would be mailed to our shop We received checks for the two supplements on 9/and 9/19, but were notified that they made a mistake and sent the check for the original repairs of $directly to Ms*** We requested that Met Life resend the check to us, but since the check had cleared it could not be stopped and reissued Ms [redacted] was sent an email on 9/that included a copy of the check with her endorsement on the back of the checkThe email informed her of the situation and that the check she cashed was intended to complete the payment for the repair work performedContact information was provided so she could reach our accounts receivable person and that we would accept payment by credit card over the phone, cash or a check We did receive a confirmation that she had read that email the same day but did not receive a reply We contacted Ms [redacted] leaving several voicemails with no successMs [redacted] did answer one call but hung up after we identified ourselves We sent a certified letter on 10/containing the unpaid invoice and a copy of the endorsed check for that amount The letter was returned on 11/15, unclaimed and unable to forward Do to her lack of response, the decision was made to send her account to collections on 12/20/ Respectfully, we believe that Ms***’s Revdex.com contact was sent after she was contacted by the collection company We were never notified of any additional repairs that were needed or work not properly performed on her Corolla until we read her Revdex.com complaint We stand ready to address any issues related to work we performed if Ms [redacted] would grant us access to her Corolla so it could be inspected and repaired Rick S [redacted] Collision Center Director Dick Hannah's Vancouver Collision Center Dick Hannah's Longview Collision Center Desk 360-944- Ext[redacted] Mobile [redacted] dickhannah.com

Complaint: [redacted]
I am rejecting this response because: it is not accurate and they are trying to justify their poor performance.“In the process of repairing your vehicle hidden damage was found and further repairs were needed. Unfortunately, further damage is not always found until the technician is in the process of making the initial repairs.” This occurred, on 1/10, when they told me what the repairs were and I asked about the side step. I noticed the side step was pushed up in the front, both at the scene of the incident and from the pictures in the claim. At that point, they found the rocker was damaged. If I noticed, why wouldn’t a mechanical or repair shop notice it? To me, this is very unprofessional and shows that it would NOT have been returned to me in a pre incident condition. 11/24 - 12/7 “Returned call” On the Repair Authorization & Reimbursement Instructions, I indicated that I would like to receive updates twice a week. At this point, there was no updates until Tiffany called. This continues even today 2/2. Tim has been doing a lot better in the last couple of weeks, but I still have to call to get updates, still haven’t met the two a week yet unless I initiate it. “We hope once [redacted] comes back out and re inspects that we can gain approval to move forward with your additional repairs so that we may return your vehicle to you ASAP.” This is not a [redacted] issue. They have been visiting, plus I have been calling them more than I have Dick Hannah (in contact with the adjuster and two supervisors). They have been sending people out more frequently. On 12/23, I called about the repairs and was told about the suspension work being done and still waiting on wiring harness. I contacted [redacted] and asked them what they were told. One month since tow in, very little work done. At this point, it would seem that EVERYTHING could be looked at for evaluation. It wasn’t, because I pointed more things out from pictures on 1/10. Notice there is not notifications or communications at this point. I feel that the lack of communications showed that no one was pushing the job. 12/26 I called again. I called both Dick Hannah and [redacted]. I talked to a supervision at [redacted], Blake, that he would go in and find out the status because he felt it was taking too long as well. 12/27 I called again just to get people moving because I felt it was not getting done. 12/28 Suddenly, parts received and installed…over a month After this, I usually call two to three times a week, either to Dick Hannah or [redacted] or both. 1/10 I was informed about planned repairs. I asked about the side step. The following week [redacted] approved the repairs. It took a week to get an estimate and approval?  Before 1/17, I pressed for a timeline for repairs. I felt that people are not effectively tracking the work. I was given 1/26. On 1/17, a week after I asked about the side step, they extended the work from the 1/26 to 2/9. The email updates are limited to a low amount of characters. The emails are uninformative, basically saying the repairs are continuing, which makes me call AGAIN for actual updates. I have been told by other body shops that the amount of time is completely unacceptable. Meanwhile, my family has had on ONE vehicle and there was no offer for a loaner or any type of compensation while I wait almost four months for repairs.
Sincerely,
[redacted]

Dear Mr. [redacted], I apologize for the unhappy experience you have had during the process of your repairs. Our goal is to return your vehicle back to you restored to pre accident condition, at times this may take longer than originally anticipated. In the process of repairing your vehicle hidden damage...

was found and further repairs were needed. Unfortunately further damage is not always found until the technician is in the process of making the initial repairs. This is a common yet sometimes frustrating part of the repair process. We try to do our best to work quickly to get your vehicle back to you as soon as possible without sacrificng repair quality. Unfortunately given the extensive repairs that were needed this can take time to ensure the repairs are done correctly and safely. We hope once [redacted] comes back out and re inspects that we can gain approval to move forward with your additional repairs so that we may return your vehcile to you ASAP. For your reference, based upon the notes in our system we have communicated with you on the following dates: 11/24- Vehicle towed in to shop 11/30 – Notified that we received the preliminary estimate from [redacted] and the vehicle was sent to the dealer for suspension diagnosis. 12/7- Returned call from Tiffany. Left a message regarding status. Currently waiting for parts. 12/28- Left a message notifying that the wire repairs were finished 1/10- (customer called) Informed customer additional damage was found to the rocker and it needs to be replaced, the repair will add an addition couple weeks. 1/16- Tim called to notify customer that Won is no longer handling his repairs and he has taken over. He notified him that he will find out status of his vehicle and follow up via email on the 17th per customer request. Customer expressed frustrations stated that he has never been contacted. 1/17- notified customer of where we are in the repair process. Waiting on rocker panel piece to arrive. ETA today or tomorrow. Notified of potential for additional parts to ensure the job is done properly and not patched together. Notified that we will need approval from insurance for the potential additional parts.  Once this is determined and approved by insurance an estimated completion date can be established. Notified that the estimated completion date is being changed from 1/26 to 2/9 and this may change due to the potential of needing approval for more parts. 1/19- emailed updated ETC 2/9 1/23- Notified repairs are under way and we are in contact with [redacted]. 1/25- notified repairs are moving along and the tech is expecting to have it done before the 9th. Notified that a [redacted] rep will be out on Tuesday the 30th to inspect before we move to the next stage. 1/26- returned customers call, customer requested a more detailed description of repair status. Gave detailed update. 1/30- Additional damage found, we will need to communicate with [redacted] for approval. Notified that we are still waiting on [redacted] to come out, re inspect and approve additional repairs. Currently on hold with repairs for now until [redacted] comes out.   We truly apologize for any lapses in communication. We hope moving forward we can meet and exceed your expectations.  We will continue to work as diligently as we can to get the job done.   Regards,   Rick S[redacted] Director Dick Hannah Collision Center

In an effort to address Ms. [redacted]’s concerns, we reviewed her repair and payment history regarding this contact.
 
On 8/23/16, Ms. [redacted]’s dropped off 2015 Toyota Corolla after she had been in an accident.  Her insurance company, Met Life completed their estimate on 8/25, parts were...

ordered and repairs were started on 8/26.
 
On 9/2, we sent two supplements to Met Life documenting the additional repairs needed.  Met Life approved both supplements and we ordered the additional parts required.  The parts were received on 9/6 and repairs were completed on 9/14 when Ms. [redacted] was contacted for delivery.
 
When Ms. [redacted] came to pick up her Corolla, she had a $1000.00 deductible, which we collected at time of delivery by credit card.  Our estimator was told by Met Life the checks for balance of repairs would be mailed to our shop.  We received checks for the two supplements on 9/14 and 9/19, but were notified that they made a mistake and sent the check for the original repairs of $1348.51 directly to Ms. [redacted].  We requested that Met Life resend the check to us, but since the check had cleared it could not be stopped and reissued.
 
Ms. [redacted] was sent an email on 9/23 that included a copy of the check with her endorsement on the back of the check. The email informed her of the situation and that the check she cashed was intended to complete the payment for the repair work performed. Contact information was provided so she could reach our accounts receivable person and that we would accept payment by credit card over the phone, cash or a check.  We did receive a confirmation that she had read that email the same day but did not receive a reply. 
 
We contacted Ms. [redacted] leaving several voicemails with no success. Ms. [redacted] did answer one call but hung up after we identified ourselves.  We sent a certified letter on 10/13 containing the unpaid invoice and a copy of the endorsed check for that amount.  The letter was returned on 11/15, unclaimed and unable to forward.  Do to her lack of response, the decision was made to send her account to collections on 12/20/16.
 
Respectfully, we believe that Ms. [redacted]’s Revdex.com contact was sent after she was contacted by the collection company.  We were never notified of any additional repairs that were needed or work not properly performed on her Corolla until we read her Revdex.com complaint.  We stand ready to address any issues related to work we performed if Ms. [redacted] would grant us access to her Corolla so it could be inspected and repaired.  
 
 
Rick S[redacted]
Collision Center Director
Dick Hannah's Vancouver Collision Center
Dick Hannah's Longview Collision Center
 
Desk
360-944-3211
Ext.[redacted]
Mobile
[redacted]
dickhannah.com

July 31, 2015  RE:  [redacted]Complaint ID # [redacted]  To Whom It May Concern: Mr. [redacted] was scheduled to pick up his vehicle on 07/17/15but the right fender was damaged in the wash line.  Our Estimator immediately called Mr. [redacted]and advised him of the incident...

and delay in picking up his vehicle. Mr. [redacted] came in to take pictures of the damage as advisedby his insurance company, and at that time he was told that the repairs wouldbe done using an Original Equipment Manufacturer fender and returned to preloss condition. He was also offered a rental car while the damage wasrepaired.  Mr. [redacted] declined therental.  The vehicle was returned to Mr.[redacted] fully repaired 5 days later on 07/22/15. We apologize for the additional damage to Mr. [redacted]’svehicle and the inconvenienced this caused him. On occaision our staff can make a mistake.  We did everything we could to rectify thesituation in a timely manner so as to not inconvenience Mr. [redacted] and aredisappointed to hear he was not satisfied with our efforts.   Sincerely, Rick S[redacted]DirectorDick Hannah Collision Center