Dear *** ***:We have received the response to our
recent letter to you by *** ***.
We would like to take the time to write to you another response.As we stated in our previous letter,
*** *** was referred to us by *** *** ***, a Service Advisor from
*** ***. The job required East
Coast Collision to replace her cars bumper.
East Coast Collision REPLACED *** ***s’ bumper.
She claimed that we repaired it.
MrRafi F* (one of the owners)
explained to *** ***s that we did indeed put a new bumper on her car. We made every attempt to please her. We offered to remove the bumper to show to
her that a new bumper was placed (when the bumper is removed, if it is a
repaired bumper, you would be able to see the repair work on the inside of the
bumper). She still argued with us. We had ordered the bumper from *** *** (they are also our parts vendor), we showed her proof with the receipt
to show purchase was made. *** *** also
spoke with *** ***s to explain to her that the bumper was ordered through
*** ***. She still refused to
accept the information given to her.
*** *** stated: “I asked my
parts be saved for me”. Had *** *** stated that she wanted her bumper saved, it would have been saved. She asked for her bumper multiple days after that work had been completed. With
all jobs, once the work has been completed, the parts that are damaged are
discarded.
We attempted to rectify the situation
however *** *** has did not give us the opportunity. We will NOT refund to her monies that were
paid for work which was completed. East
Coast Collision has a reputation of completing impeccable work in the auto
repair industryThe last conversation with *** ***s
ended when she accused MrRafi F* of being a “racist”. This was very insulting. MrF* informed *** *** that
he would no longer like to deal with her since every effort was made to satisfy
her and she refused all offers. In the
most recent response from *** ***, she is stating that, “if I had less
melanin, I know he would not have been profanic”. No *** ***, East Coast Collision is
a place of BUSINESS. We handle customers
of all colors, races and nationalities.
The level of melanin is not used as a gauge to determine the level of
customer service we provide.
Rafi F* does not wish to speak
with or work with *** ***. He
has stated that he did not use profanity towards her. She may bring her vehicle to us so that we
can show her that the bumper was replaced.
She will work with one of our other service advisorsEast Coast Collision is family owned
and operatedThey take great pride in their work and make every effort to
treat their customers like family.
Regards,Talar F*East Coast Collision, Inc
March 8, 2015Dear *** ***:
We have received the complaint made by a recent customer *** *** 1/26/We would like io take the time to write to you our response*** *** was referred to us by *** *** ***, a Service Advisor from *** ***
The job required East Coast Collision to replace her cars bumperEast Coast Collision REPLACED *** ***' bumperShe claimed that we repaired it.MrRafi F* (one of the owners) explained to *** *** that we did indeed put a new bumper on her carWe made every attempt to please herWe offered to remove the bumper to show to her that a new bumper was placed (when the bumper is removed, if it is a repaired bumper, you would be able to see the repair work on the inside of the bumper)She still argued with usWe had ordered the bumper from *** *** (they are also our parts vendor), we showed her proof with the receipt to show purchase was madeMrBond also spoke with *** *** to explain to her that the bumper was ordered through *** ***She still refused to accept the information given to herThe last conversation with *** *** ended when she accused MrRafi F* of being a “racist"This was very insultingMrF* informed *** *** that he would not longer like to deal with her since every effort was made to satisfy herThe owners of East Coast Collision are three *** brothersThey employ people of all races and of all nationalitiesBeing called a "racist" was not taken lightlyEast Coast Collision is family owned and operatedThey take great pride in their work and make every effort to treat their customers like familyRegards,Talar F
Happy Friday! I’m replying to the reply in reference to East Coast Collision in Virginia. My internet on my phone is inoperable coupled with me not knowing my password.I called several times coupled with going there on two occasions and Rafi never called me back nor did he attempt to meet with me to disassemble my bumper. The bumper was not replaced.He used profane language while talking o me. My intentions were not to imply that he was racist. However, if I don’t use expletives – why did he? Hence, if you are professional, you do not speak with your customers this way. I regret using them per my service advisor. He word means everything to me.I would like my money back, so I can have it repaired professionally. Thanks for your immediate attention to this matter. Have an awesome day and weekend! [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: they have not made a concerted effort to oblige me or to rectify the situation. I'd left a barrage of voice mail messages and came there twice to see Rafi. He was not in and never called me back to make any attempts of resolving this issue. He used an expletive while talking to me initially after I brought the issue to their attention. I heard one of the coworkers tell one of the Brothers, "just tell her the trash took her bumper!" I have exceptional heating! I'd asked that my parts be saved for me. I was perturbed that he used profane language when he was defending his work. My bumper was not changed. The paint job is subpar. I regret listening to my service advisor. His word means everything to me. I was not calling them racist; however, if I had less melanin, I know he would not have been profanic. It was very unprofessional. I would like a refund to have my cat properly painted.
Regards,
[redacted]
Dear *** ***:We have received the response to our
* (one of the owners)
* of being a “racist”. This was very insulting. MrF
* informed *** *** that
* does not wish to speak
*East Coast Collision, Inc
recent letter to you by *** ***.
We would like to take the time to write to you another response.As we stated in our previous letter,
*** *** was referred to us by *** *** ***, a Service Advisor from
*** ***. The job required East
Coast Collision to replace her cars bumper.
East Coast Collision REPLACED *** ***s’ bumper.
She claimed that we repaired it.
MrRafi F
explained to *** ***s that we did indeed put a new bumper on her car. We made every attempt to please her. We offered to remove the bumper to show to
her that a new bumper was placed (when the bumper is removed, if it is a
repaired bumper, you would be able to see the repair work on the inside of the
bumper). She still argued with us. We had ordered the bumper from *** *** (they are also our parts vendor), we showed her proof with the receipt
to show purchase was made. *** *** also
spoke with *** ***s to explain to her that the bumper was ordered through
*** ***. She still refused to
accept the information given to her.
*** *** stated: “I asked my
parts be saved for me”. Had *** *** stated that she wanted her bumper saved, it would have been saved. She asked for her bumper multiple days after that work had been completed. With
all jobs, once the work has been completed, the parts that are damaged are
discarded.
We attempted to rectify the situation
however *** *** has did not give us the opportunity. We will NOT refund to her monies that were
paid for work which was completed. East
Coast Collision has a reputation of completing impeccable work in the auto
repair industryThe last conversation with *** ***s
ended when she accused MrRafi F
he would no longer like to deal with her since every effort was made to satisfy
her and she refused all offers. In the
most recent response from *** ***, she is stating that, “if I had less
melanin, I know he would not have been profanic”. No *** ***, East Coast Collision is
a place of BUSINESS. We handle customers
of all colors, races and nationalities.
The level of melanin is not used as a gauge to determine the level of
customer service we provide.
Rafi F
with or work with *** ***. He
has stated that he did not use profanity towards her. She may bring her vehicle to us so that we
can show her that the bumper was replaced.
She will work with one of our other service advisorsEast Coast Collision is family owned
and operatedThey take great pride in their work and make every effort to
treat their customers like family.
Regards,Talar F
March 8, 2015Dear *** ***:
* (one of the owners) explained to *** *** that we did indeed put a new bumper on her carWe made every attempt to please herWe offered to remove the bumper to show to her that a new bumper was placed (when the bumper is removed, if it is a repaired bumper, you would be able to see the repair work on the inside of the bumper)She still argued with usWe had ordered the bumper from *** *** (they are also our parts vendor), we showed her proof with the receipt to show purchase was madeMrBond also spoke with *** *** to explain to her that the bumper was ordered through *** ***She still refused to accept the information given to herThe last conversation with *** *** ended when she accused MrRafi F
* of being a “racist"This was very insultingMrF
* informed *** *** that he would not longer like to deal with her since every effort was made to satisfy herThe owners of East Coast Collision are three *** brothersThey employ people of all races and of all nationalitiesBeing called a "racist" was not taken lightlyEast Coast Collision is family owned and operatedThey take great pride in their work and make every effort to treat their customers like familyRegards,Talar F
We have received the complaint made by a recent customer *** *** 1/26/We would like io take the time to write to you our response*** *** was referred to us by *** *** ***, a Service Advisor from *** ***
The job required East Coast Collision to replace her cars bumperEast Coast Collision REPLACED *** ***' bumperShe claimed that we repaired it.MrRafi F
Happy Friday! I’m replying to the reply in reference to East Coast Collision in Virginia. My internet on my phone is inoperable coupled with me not knowing my password.I called several times coupled with going there on two occasions and Rafi never called me back nor did he attempt to meet with me to disassemble my bumper. The bumper was not replaced.He used profane language while talking o me. My intentions were not to imply that he was racist. However, if I don’t use expletives – why did he? Hence, if you are professional, you do not speak with your customers this way. I regret using them per my service advisor. He word means everything to me.I would like my money back, so I can have it repaired professionally. Thanks for your immediate attention to this matter. Have an awesome day and weekend! [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: they have not made a concerted effort to oblige me or to rectify the situation. I'd left a barrage of voice mail messages and came there twice to see Rafi. He was not in and never called me back to make any attempts of resolving this issue. He used an expletive while talking to me initially after I brought the issue to their attention. I heard one of the coworkers tell one of the Brothers, "just tell her the trash took her bumper!" I have exceptional heating! I'd asked that my parts be saved for me. I was perturbed that he used profane language when he was defending his work. My bumper was not changed. The paint job is subpar. I regret listening to my service advisor. His word means everything to me. I was not calling them racist; however, if I had less melanin, I know he would not have been profanic. It was very unprofessional. I would like a refund to have my cat properly painted.
Regards,
[redacted]