ECI Property Inspection

November 21, 2017Revdex.com Holiday Drive, Suite Pittsburgh, Pa, 15220Attn: [redacted] RE: ID# [redacted] ,I will address Mr [redacted] 's concerns one by one.First, His complaint about his first repair is valid- We did in fact omit his front bumper add on air deflectors as they are OEM upgrade accessory, and we simply missed them during the re assembly processHuman errorThis was very quickly rectified after he made us aware of the problem.Next, His concern about our estimator "trying to charge" him for work on his front lower spoiler is directly related to the fact that the damage our estimator was trying to discuss with him was on the bottom of the spoiler, from parking curbs and driveway entrances and completely unrelated to deer damageThis part was removed as a result of the deer related repairs, and we always give a client the opportunity to save cost by completing repairs during the insurance paid repairsWe NEVER tried to charge him for repairs related to his deer lossFrankly, we would have no motivation to charge a client for work that an insurance carrier would take care of as part of a covered [oss.Next, As far as his light up emblem, Mr [redacted] was to be contacted by his carrier so the y could obtain documentation showing that his car in fact had a lighted emblem at the time of the lossThat information never got relayed to his carrier, and as a result, they denied the lighted emblem and only pair for the standard emblemWe went as far as contacting Mercedes Benz to get verification based on his VIN number, but even that information showed a standard emblem installed on his car from the factoryIt was not until his return visit that he provided proof of which emblem his car had.Next, regarding the "dent" in his front spoiler, it was repaired and refinished during his return visitWhen Mr [redacted] returned to pick up his car, he began to point out several other unwarranted concerns never mentioned when he first returnedIt was at this point that I invited Mr [redacted] to take the car to whomever he felt comfortable with to obtain a second opinion about the quality of our repairsI suggested a Mercedes Benz dealer, another collision repair facility, or perhaps his insurance carrier, I was, and still am very confident that our work is at or above industry standard, but Mr [redacted] apparently does not share that opinion.To that point, I am aware that he DID ask his insurance carrier to re inspect his repairsWe have absolutely no contractual arrangement, nor any connection with Mr [redacted] 's insurance carrier of any kindI am certain that if they thought that work paid for under his covered loss was either not done, or not done correctly, they CERTAINLY would have gotten involved on his behalf.Next, Mr [redacted] states that he has made five trips back for for corrective actionThis simply is not the caseBeyond his initial repair return for the air deflector installation, he made one trip back to get the second repair concerns addressedAs far as our proximity to him, he certainly knew where we were when he made his repair choiceAlso, he did have a rental provided to htm during all times his car was here.Lastly, I never told Mr [redacted] "he Is crazy"I simply explained to him that we've done everything possible to satisfy him, and if he felt our work was not satisfactory, he should consider another repair provider in the future.This correspondence is the first I've heard from anybody regarding Mr [redacted] 's vehicle since speaking with his insurance carrier who told me they saw no issue, and they were considering the matter dosed.I am available for discussion in person or by phone and look forward to the next step in this process Sincerely, Tim K [redacted] President

November 21, 2017Revdex.com 400 Holiday Drive, Suite 220 Pittsburgh, Pa, 15220Attn: [redacted]RE: ID# [redacted],I will address Mr. [redacted]'s concerns one by one.First, His complaint about his first repair is valid- We did in fact omit his front bumper add on air deflectors as...

they are OEM upgrade accessory, and we simply missed them during the re assembly process. Human error. This was very quickly rectified after he made us aware of the problem.Next, His concern about our estimator "trying to charge" him for work on his front lower spoiler is directly related to the fact that the damage our estimator was trying to discuss with him was on the bottom of the spoiler, from parking curbs and driveway entrances and completely unrelated to deer damage. This part was removed as a result of the deer related repairs, and we always give a client the opportunity to save cost by completing repairs during the insurance paid repairs. We NEVER tried to charge him for repairs related to his deer loss. Frankly, we would have no motivation to charge a client for work that an insurance carrier would take care of as part of a covered [oss.Next, As far as his light up emblem, Mr. [redacted] was to be contacted by his carrier so the y could obtain documentation showing that his car in fact had a lighted emblem at the time of the loss. That information never got relayed to his carrier, and as a result, they denied the lighted emblem and only pair for the standard emblem. We went as far as contacting Mercedes Benz to get verification based on his VIN number, but even that information showed a standard emblem installed on his car from the factory. It was not until his return visit that he provided proof of which emblem his car had.Next, regarding the "dent" in his front spoiler, it was repaired and refinished during his return visit. When Mr. [redacted] returned to pick up his car, he began to point out several other unwarranted concerns never mentioned when he first returned. It was at this point that I invited Mr. [redacted] to take the car to whomever he felt comfortable with to obtain a second opinion about the quality of our repairs. I suggested a Mercedes Benz dealer, another collision repair facility, or perhaps his insurance carrier, I was, and still am very confident that our work is at or above industry standard, but Mr. [redacted] apparently does not share that opinion.To that point, I am aware that he DID ask his insurance carrier to re inspect his repairs. We have absolutely no contractual arrangement, nor any connection with Mr. [redacted]'s insurance carrier of any kind. I am certain that if they thought that work paid for under his covered loss was either not done, or not done correctly, they CERTAINLY would have gotten involved on his behalf.Next, Mr. [redacted] states that he has made five trips back for for corrective action. This simply is not the case. Beyond his initial repair return for the air deflector installation, he made one trip back to get the second repair concerns addressed. As far as our proximity to him, he certainly knew where we were when he made his repair choice. Also, he did have a rental provided to htm during all times his car was here.Lastly, I never told Mr. [redacted] "he Is crazy". I simply explained to him that we've done everything possible to satisfy him, and if he felt our work was not satisfactory, he should consider another repair provider in the future.This correspondence is the first I've heard from anybody regarding Mr. [redacted]'s vehicle since speaking with his insurance carrier who told me they saw no issue, and they were considering the matter dosed.I am available for discussion in person or by phone and look forward to the next step in this process.  Sincerely,  Tim K[redacted]President