Econmy Inn

This letter acknowledges the receipt of Mr [redacted] 's correspondence dated October 25, As you know, Oxmoor Collision Center appreciates the opportunity to respond whenever a customer complaint is brought to our attention.I have reviewed Mr [redacted] 's response and would like to reiterate that Oxmoor Collision Center completed the repairs as quickly as possible, Oxmoor Collision has no control over insurance adjusters and their schedule, Unfortunately Mr [redacted] did not have insurance coverage for the rental car.All repairs are guaranteed for as long as the customer owns their vehicle, Therefore, if Mr [redacted] has any problems with any of the repairs, please have him to return to Oxmoor Collision Center, so they can be remedied.Should you have any questions please do not hesitate to contact me.Sincerely, [redacted] ***

This letter acknowledges receipt of a consumer complaint dated January 25, It is the goal of Oxmoor Collision Center to provide a satisfactory service experience for every customerTherefore, I appreciate the opportunity to respond whenever a customer complaint is brought to my attentionI have researched this complaint and offer the following in response:On or about October 7, Ms [redacted] 's vehicle was towed to the Oxmoor Collision CenterI contacted Ms [redacted] on October 9, with the preliminary estimate and repair authorizationMs [redacted] stated that she only wanted OEM (Toyota parts) partsAlthough Ms [redacted] 's insurance only covered After Market (AE) parts we upgraded several parts to OEM (Toyota) parts at our expenseUnfortunately Ms [redacted] did not have rental car coverage with insurance policy.On October 12, I received an e-mail from Ms [redacted] instructing me not to repair her vehicle prior to talking to herOn October 13, Ms [redacted] called back and told me to start the repairsI informed Ms [redacted] that I needed the Repair Authorization to proceed, which I received on October 14, 2015.The preliminary estimate called for hours of labor which equals about 18-days of repair provided all the parts were at the shop.After work was started more damage was found and two supplements were added between October and October 26, One of the supplements consisted of replacing the doors on the left side, which had to be ordered as well.The repairs on the lefts side of the vehicle were complete on November 3, When Ms [redacted] came to pick up her car she made a list of items she was not happy withAll the items on her list were on the right side of the vehicle, which were not related to the accidentThe insurance adjuster approved the repairs on the right side of the vehicle, but declined to pay for the rock chips on the hood.The additional repairs added estimate hours which was an additional 4-days in the shopI informed Ms [redacted] what the lnsurance would cover and set the expected delivery date to November 13, The Camry was finished and delivered to Ms [redacted] ’s home on November 13, 2015.The special coating Ms [redacted] mentioned in her complaint (Xylon) was not applied to her vehicle, due to the fact that new paint on a car has to cure for days before the protective coat can be appliedWe informed Ms [redacted] that we could apply the coating once days had passed.Ms [redacted] has asked us to declare her vehicle a total loss, however, only her insurance company can make that determination and Oxmoor Collision Center has no authority to make decisions ln-total loss claims.Oxmoor Collision Center will honor our lifetime guarantee should there be any issues in regards to the repairs performed by us.Please do not hesitate to contact me at ###-###-#### should you have any additional questionsregarding this complaint.Sincerely, [redacted] Manager Oxmoor Collision Center

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.[I was informed by the service managers staff as indicated, not service manager as the response says, but I will reserve judgement on whether or not this satisfied my concerns when it is actually completedAt this point I have heard every excuse and I currently have no commitment to a date when this will be completed] Regards, [redacted] ***

This letter acknowledges receipt of a consumer complaint dated April 27, It is the goal of Oxmoor Collision Center to provide a satisfactory service experience for every customer, Therefore, I appreciate the opportunity to respond whenever a customer complaint is brought to my attentionI have researched this complaint and offer the following in response:On or about March 21, Ms [redacted] dropped off her vehicle at Oxmoor Collision Center, because it was involved in a rear end collisionMs [redacted] 's insurance (***) approved aftermarket parts to be used for the repairMs [redacted] also requested that her front bumper cover be replaced, which was not part of the claim with ***On March 25, a text message was sent to Ms [redacted] to let her know the repairs were completedUnfortunately Ms [redacted] did not receive the text messageMs [redacted] came to pick up her vehicle on March 29, and voiced some concern about the fit of the aftermarket rear cover and a spot on the hood of the vehicle.We advised Ms [redacted] that we could contact [redacted] and try to get approval for an OEM (Toyota) coverMs [redacted] contacted [redacted] herself and obtained approval to use original Toyota parts to repair the rear bumperWhen Ms [redacted] returned to have the rear cover replaced she also expressed concerns about the front bumper and a spot on the hood of the car, When we adjusted the front cover at the lights we noticed that the right front fender had a dent in it and the left fender had been repaired in the pastThe spot on the hood had oxidation underneath the paint, which was causing the defect in the paint.Upon receipt of the Revdex.com complaint I contacted Ms [redacted] 's and we met on April 30, During the meeting I explained to Mrs [redacted] and her husband that the front cover does not fit right because of damage to the right fender and the spot on the hood was rustThey agreed that both items are pre-existing damage and Ms [redacted] decided, at her expense, to have the hood refinished and the dent repaired, so that the front bumper cover fits properly.Please do not hesitate to contact me at [redacted] should you have any additional questions regarding this complaint.Sincerely, [redacted] *** Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below The damage to the right side of the car was supposedly repaired by Oxmoor collision following the previous wreckIf they say that the damage was not due to this wreck, then what does that say About their workmanship if the right side door didn't close or hang properly, and numerous scratches and damage is were found on the right side of the carThe fact is they purposefully low balled the estimate to keep the amount below the amount needed to total the car, so that they could get a large paycheck from the insurance company for the repairsThe work is horrible and there are bolts missing from the underneath of my car, and the car currently drives horriblyI do not trust them to touch my car, let alone perform anymore repairs to itI would recommend people avoid this repair shop like the black plague There was still large mud clumps stuck all on the inside of my car located in areas that were supposedly paintedI find it hard to believe that people would paint over mudThey charge for repairs that were never completed, and left major repairs off the bill in order to make sure they got paid by the insurance companyHad they accurately assessed the car, this would've been totaled and they would've never received a check.
Regards,
*** ***

This letter acknowledges the receipt of a consumer complaint dated October 13, 2016, As you know, Oxmoor Collision Center appreciates the opportunity to respond whenever a customer complaint is brought to out attention.Mr***'s date of loss was August 17, On August 21, ***
*** Mr***'s insurance carrier inspected the vehicleOn August 22nd *** provided the repair estimate to Oxmoor Collision Center and the parts were ordered the same dayMr*** did not have rental coverage on his insurance policy and had to rent a vehicle at his own expense.On August 26, the parts were received and repair work begun immediately, The repair was a hour job, which ordinarily would have required days to complete, Knowing that Mr*** did not have rental insurance Oxmoor Collision Center expedited the repair of Mr***'s vehicle and completed the job in business daysUpon completion the vehicle was delivered to his place of employment, Oxmoor Collision Center prides itself on customer service and did the best to expedite the repair knowing that Mr*** was paying for his own rental.While I regret that Mr*** is dissatisfied, nothing is due or owed to him in regards to this complaint. Should you have any questions please do not hesitate to contact me.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
("OCC" is Oxmoor Collision
Center- "P" is *** Car Insurance- "OM" is Oxmoor Mazda) I had an accident on the
highway while it was raining, and my car hydroplaned after losing control of
the steering wheel (whether or not the accident was caused by the water or a
previous mechanical issue is yet to be figured out)It happened on August 17,
2016, and I had my car towed to OCC only because I thought that I had to take
it there since my car was still under warranty (I would’ve gone somewhere else
if I knew my experience with OCC would turn out the way it did)The adjuster
from the local P office called me later in the day to ask about what happened
during the accidentI was already confused from the beginning with whom I was
supposed to communicate during this process, because I was given a card for the
adjuster I had to contact immediately at the shopBut his email address was
wrong and he never called me back by phone, and he never responded with the
updated email address they gave me for himThe local adjuster (I’ll refer to
him as MB) told me to only speak to him, and then he’d contact the other guy
(I’ll refer to him as JT) in the shopSo, after a month, I still don’t know if
JT works for the shop or a rep for PThe only way I was even able to speak to
him and find out who he was is when I happened to see him walking by my car,
and I needed to ask a questionThe problem started with MB telling me that the
shop and JT would inspect my car on the 19th in the morning, and that he’d call
after it was doneHe didn’t call, and when I called in the afternoon he said
that: “oh, the inspection day has been changed to the 22nd”They don’t work on
the cars during the weekend and the adjusters don’t work eitherI asked how
did this happen, and he said that he didn’t change it but the shop didI
called the shop and they said that the adjuster handles the schedules, and I
know this to be true from a past experience, so one of the adjusters were
lyingAnd to this day no one has told me why it was extendedNow, during this
time, I’m driving a rental that I’m paying for out of pocket while having a few
issues: the rental place only had a sedan which ended up having bad handling
(something that I didn’t need after having an accident involving a car that has
bad handling), so I had to trade it in for another car which happened to be an
SUV that drove better but still had problems and wasn’t as good as my car;
contacting OCC and P over and over again, getting a response sometimes, and
they weren’t always helpful; the shop kept changing the finished date causing
me to prepare my rental to be returned by taking out all of my personal stuff
and then putting them back in because I was told that it was ready when it
wasn't (and I happened to leave some items in the rental that I had to buy
again because I had to rush back over to the shop); and so onI understand
that there aren’t any guarantees of when a car will be done after a collision,
but they were too slowNow, moving forward to the 22nd, I got a voicemail that
day about what needed to be repairedBut then, which is what really annoyed
me, JT tells me that Mazda parts usually take to days longer to be
receivedAnd he said it nonchalantly, like I was supposed to not care that my
car would take almost a week longer to be fixedIf he had at least looked at
the car to see the main parts that needed to be ordered the day after the
accident, then by the day of the actual inspection the parts that take longer
could’ve already been thereMB happened to mention that in cases like mine,
the car should be done in 5-days (that is, of course, if the shop doesn’t
procrastinate)I was told later on (I believe on the 31st) by the manager
(also LT) (after I mentioned to them that they probably weren’t fixing it fast
enough because P isn’t paying for my rental) that they weren’t told that I was
paying for the rental and that they would’ve rushed if they had known that
First of all, if JT communicates with MB, why wouldn’t they know that?
Secondly, if they could’ve rushed and finished it, why didn’t they in the first
place? This is something I asked her in an email: “if your car (or anyone who
had a hand in fixing my car) was in the collision shop and you having the
current position you do in the shop, wouldn’t you want your car to be fixed as
quickly as possible?- I believe the answer would be yes”; “so why wasn’t my car
treated the same way”Not only are the insurance companies going to try to
make me pay way more than I should for this accident for years to come, but I
was having to drive rentals when I could’ve been in my car that I’m still
paying for sooner than laterBasically, I wasted money that could’ve been
savedP paid me $for four days of renting a car, which really didn’t cover
the extra days of renting because the car should’ve been done days before the
first date they said that the car would be ready which was the 31st and the
rental costs went up since the last days were higherTo me, it just seems like
they were paying me to not ask any more questions about what happenedNext, I
get a voicemail from LT on the 26th telling me that my car would be in paint
and that the new finished date would be the 30th and maybe the 29thShe said
that she’d call me later on that day which she never did, and she wasn’t in
when I calledAnd through this whole process of them working on my car for
more than weeks, I kept asking them if they could see if my car drifting had
anything to do with the accident- they said that they’d checkThis was the
main reason why I regretted taking my car there, because they’re partnered with
OM so obviously they aren’t going to say something negative about a car they
sold meOf course, after I kept asking them, they finally said they couldn’t
find anythingAnd after picking up my car I noticed my mileage only went up one
mile, so obviously they didn’t drive it to see if it had the drifting problem
or any other problems (which it did and still does)Then, I called on the 29th
and was told that it was just now in paint yet again and now it’d be ready on
the 30thThe next day they said my car was ready but my car couldn’t be
aligned because the driver side needed a strut that they had just found out
about (they should’ve already thought about that since they’re supposed to be
experts)Then, they said that OM brought the wrong part the next day, and
since OM only delivers every other day I had to wait extra days for the part
to arriveIf they actually did deliver a part that day, and it was actually
the wrong part, then they should’ve made an extra trip to bring the right one
(since it was their fault for not being professional enough to make sure they
had the right part before leaving their shop)All of what happened while my
car was there is all too ridiculous, and I don’t trust any of themOne of the
reasons why the whole repairs process was annoying was the fact that it was
hard to communicate with the right people and they weren’t very organized
(they’d keep telling me when certain things would be done at a certain time and
day, and then days later they’d say the same things would now be done even
later)Even on the day I got my car (September 1) I called ahead and LT said
that the car was ready so I returned the rental, but when I got there the front
desk lady said that they were just about to start the alignmentThen, I drive
the car and it starts shaking at about mph or less on the highwaySo, after
driving it far away to work the next day (which could've messed up more things
under my car because they didn't completely repair my car), I get it back to
the shop and they told me that the right front tire needed to be balanced
Basically, they only inspected and fixed the front left side of the car because
that’s where the accident wasCome on now! They’re a collision repair shop,
and they don’t think to inspect the whole car for issuesNow, I get my car
back but they still haven’t replaced a couple caps on the front of my car that
they kept telling me they had to paint (even though weeks of having my car
they didn’t have enough time to paint a few small caps), so I drove around
about a week with my car looking tackyThey finally have someone bring the
caps and extra paint to my job and I tell him about the issues I’m still having
with my handlingI mention how another shop told me that they heard that the company
that decides where tires should be put on cars said that the newer tires should
be on the back of a FWD so that it’ll have more stability when it rains, and he
agreed that I should bring it back into the shop to do thatI call them to
have the tires rotated and to check my handling, I bring it in and after
waiting about an hour they bring the car back and the same mechanic says that
they couldn’t find anything wrongHe didn’t rotate the tires and now says that
he recommends that the newer ones stay on the front, so basically I wasted my
time again since that was the whole reason why I went back thereAfter all of
this long process of fixing my car, I know that it could’ve been done sooner
and right the first time I picked it up because they’re a collision shop that
obviously gets Mazda cars a lotSo, they should be used to what needs to be
replaced on a Mazda with a little damage in the front, and not take weeks to
order and fix a carMy main reasons for reporting this is to inform people who
might consider going to these places but more importantly I think that I should
be reimbursed for most of it (preferably more so by Oxmoor Mazda since the car
already had handling issues that they ignored for more than a year)OCC should
reimburse me for my time lost with my car and paying for a rental longer (when
my car could’ve been done, if fixed quickly, by the 27th)Reporting this to
the Revdex.com is not the only way that I will let others know about my car’s problems
and car repair issuesI don’t believe that everyone who works at these
companies are bad or had a hand in the bad service time I had while my car was
being worked on, but there obviously were those who didn’t do their job like
they should’veA couple of people seemed to be more helpful from OCC than the
other employees, but not until I started mentioning reporting my issues to the
Revdex.com which is a little too late in my opinionI only waited this long to submit
my complaint because it took P too long to get the claim completedIf OCC had
only treated this whole thing with a sense of urgency I wouldn’t have even
included them in my complaint, but they were such a big part of the problem
They are lying with their response just like Oxmoor Mazda has always lied when I mention anything that might make their companies look badOh well! If companies would act more professional, and treat their customers the way they would want to be treated, then I wouldn't have to go to these extremes to get nonsense like this resovledI have proof by emails and voicemails thet they were lying in their responseFirst of all, LT emailed me that they didn't know that I was paying for the rental charges, but the response says that they knew and tried to rush in fixing my carAnd they didn't deliver my car to my job when it was supposed to be fixed the first time, I picked it up- I don't know why they keep saying thatI returned the rental about an hour before I got my car, which of course I have a receipt for.
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

See attachment.This letter acknowledges the receipt of a consumer complaint dated February 18, As you know, Oxmoor Collision Center appreciates the opportunity to respond whenever a customer complaint is brought to our attention.I am happy to report that the dash has been repaired to Mr
*** satisfactionOxmoor Collision Center has requested for Dr*** to return to the Collision Center so that the key fob cover can be switched outAs soon as he returns this matter will be taken care of and closed.Should you require any additional information please do not hesitate to contact me.Sincerely,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I expected a response like this from this shop, just like I've received from the two other Revdex.com cases I filed with the other companies involving this issue (*** Car Insurance and Oxmoor Mazda)I've filed many complaints over the past several years against many different businsessesThe thing that I've learned is that a reputable business, once I provided evidence to back up my claim, would either admit they were wrong and/or compensate me in some way to make up for their defective product or bad serviceBut this is the first time that I've had not only one major company, but three either deny that they aren't at fault at all or imply that I caused the problemIf Oxmoor Mazda hadn't given me a car with issues, and then acted like their weren't any problems with my car's handling after having them check it several times for a year, then I more than likely wouldn't have had an accident in the first place (but they still closed the Revdex.com case ignoring the facts that I provided)And with ***, even if the adjuster (since I'm never going to be told, I've decided that he works for the shop) doesn't work for the insurance company, they still had poor customer service involving the claim processThey also ended the Revdex.com case by saying that the adjuster has nothing to do with us, and that maybe I need to contact the shop onlyAnd yet again, every one of these companies keep passing the blame on the other company without addressing the facts that I gave them that prove that they were somewhat in the wrongAnd that's what makes them unprofessional companiesIt's not like I'm just blaming them without anything to back it upThey're just repeating the same nonsense (I wouldn't be surprised if they've contacted one another and agreed upon what to respond with because their closing responses sound about the same)If this shop responds in the same way as the others, I'd have say that I'm not that surprisedThey don't want to admit that they're not perfectBut that's a big part of being a honest and successful business- admitting when you got it wrong and making sure the customer is compensated for their loseNow, they don't have to do the right thing of course, but then there will always be the unhapy customer who will tell as many people as possible about the unnecessary nonsense they went through and that they should ignore these companiesPeople will always reap what they sowJust because a company can get away with the bad things like this now, it doesn't mean they won't pay for it down the roadHopefully people will read this and my other complaints and stay away from these companies.I don't know why in the shop's response they keep mentioning that I didn't have rental coverage (the problem isn't that I had to pay for the rentals, but that they took way too long to fix my car causing me to pay more out pocket), and stating that they had no control over the adjusters (even though the adjuster works for them- so therefore an employee represents a company no matter if they let their boss know what they're doing every minute of every day)And I know that I have a lifetime warranty if I have any problemsBut it seems like the responses from these companies are just repeating what I complained about but not actually focusing on the actual complaint(s); as if they think that by typing a lot of the same stuff I typed up,and then right at the end say that it's not their fault then the issue is resolvedWrong! Being compensated for some of the rental costs and my time lost with my car was what I wanted, but it wasn't what my complaint was focusing onIt was because of their poor and slow serviceIt'd be different if I was just complaining without any proof, but I have proof and these unporfessional companies are ignoring it because they don't believe they should be held accountable for their shortcomingsOxmoor Mazda is really the company that should've compensated me for all the times I wasted having my car looked at and they didn't even fix anything when they said that they did for more than a yearBut at the same time, that's why I knew they wouldn't be professional and admit to their mistakes since I've had to deal with their nonsense for too long
Regards,
*** ***

This letter acknowledges receipt of Ms*** correspondence of June 27, As you know, Oxmoor Collision Center appreciates the opportunity to respond whenever a customer complaint is brought to our attention.I have spoken to Ms*** and explained the cause of the delay in the
completion of the repairWhen the vehicle was dropped off at Oxmoor Collision Center Ms*** car she was dealing with ***, her insurance adjuster from Geico*** initially gave Ms*** a date when the vehicle would be finished, Unfortunately Oxmoor Collision Center could not complete the work on time so we notified Ms, *** via text message that her vehicle would be completed a couple days laterUnfortunately the Geico adjuster was still giving her a different date and causing confusionMs***picked up her vehicle om Jume 28, 2017,Customer satisfaction is very important to Oxmoor Collision Center, and I apologize for the miscommunication and any inconvenience this may have caused.Should you have any questions please feel free to contact me.Sincerely,*** ***See attachment

This letter acknowledges receipt of a consumer complaint dated August 3, 2017. It is the goal of Oxmoor Collision Center to provide a satisfactory service experience for every customer, Therefore, I appreciate the opportunity to respond whenever a customer complaint is brought to my attention,Upon...

receipt of the complaint I called Mr. [redacted] to discuss his concerns regarding the repairs of his Jeep Wrangler. When the vehicle arrived at Oxmoor Collision Center, Mr. [redacted] was told that the repairs should be completed within 4 weeks, The parts required for the repairs were ordered at the time we received the vehicle. Once repair started some additional damage was found and his insurance company, [redacted], had to come to the Collision Center for re-inspection before approving the additional repairs, Additional parts had to be ordered which required additional time, Mr. [redacted]'s vehicle did get bumped due to the technician being double booked, I explained to Mr. [redacted] that the Jeep is was to be painted on Monday August 7" and should be delivered to Oxmoor Chrysler Dodge Jeep Ram for suspension work by Monday 8/14/2017. I have been in contact with Mr. [redacted] by updating him with pictures of the progress,I sincerely regret that the repairs have taken longer than anticipated, however, we are at the mercy of the parts Suppliers and insurance companies,See attachment

This letter acknowledges the receipt of Mr. [redacted]'s correspondence dated October 25, 2016. As you know, Oxmoor Collision Center appreciates the opportunity to respond whenever a customer complaint is brought to our attention.I have reviewed Mr. [redacted]'s response and would like to reiterate that Oxmoor Collision Center completed the repairs as quickly as possible, Oxmoor Collision has no control over insurance adjusters and their schedule, Unfortunately Mr. [redacted] did not have insurance coverage for the rental car.All repairs are guaranteed for as long as the customer owns their vehicle, Therefore, if Mr. [redacted] has any problems with any of the repairs, please have him to return to Oxmoor Collision Center, so they can be remedied.Should you have any questions please do not hesitate to contact me.Sincerely,[redacted]

This letter acknowledges receipt of a consumer complaint dated January 25, 2016. It is the goal of Oxmoor Collision Center to provide a satisfactory service experience for every customer. Therefore, I appreciate the opportunity to respond whenever a customer complaint is brought to my attention. I...

have researched this complaint and offer the following in response:On or about October 7, 2015 Ms. [redacted]'s vehicle was towed to the Oxmoor Collision Center. I contacted Ms. [redacted] on October 9, 2015 with the preliminary estimate and repair authorization. Ms. [redacted] stated that she only wanted OEM (Toyota parts) parts. Although Ms. [redacted]'s insurance only covered After Market (AE) parts we upgraded several parts to OEM (Toyota) parts at our expense. Unfortunately Ms. [redacted] did not have rental car coverage with insurance policy.On October 12, 2015 I received an e-mail from Ms. [redacted] instructing me not to repair her vehicle prior to talking to her. On October 13, Ms. [redacted] called back and told me to start the repairs. I informed Ms. [redacted] that I needed the Repair Authorization to proceed, which I received on October 14, 2015.The preliminary estimate called for 65 hours of labor which equals about 18-20 days of repair provided all the parts were at the shop.After work was started more damage was found and two supplements were added between October 14 and October 26, 2015. One of the supplements consisted of replacing the doors on the left side, which had to be ordered as well.The repairs on the lefts side of the vehicle were complete on November 3, 2015. When Ms. [redacted] came to pick up her car she made a list of items she was not happy with. All the items on her list were on the right side of the vehicle, which were not related to the accident. The insurance adjuster approved the repairs on the right side of the vehicle, but declined to pay for the rock chips on the hood.The additional repairs added 16 estimate hours which was an additional 4-5 days in the shop. I informed Ms. [redacted] what the lnsurance would cover and set the expected delivery date to November 13, 2015. The Camry was finished and delivered to Ms. [redacted]’s home on November 13, 2015.The special coating Ms. [redacted] mentioned in her complaint (Xylon) was not applied to her vehicle, due to the fact that new paint on a car has to cure for 30 days before the protective coat can be applied. We informed Ms. [redacted] that we could apply the coating once 30 days had passed.Ms. [redacted] has asked us to declare her vehicle a total loss, however, only her insurance company can make that determination and Oxmoor Collision Center has no authority to make decisions ln-total loss claims.Oxmoor Collision Center will honor our lifetime guarantee should there be any issues in regards to the repairs performed by us.Please do not hesitate to contact me at ###-###-#### should you have any additional questionsregarding this complaint.Sincerely,[redacted] Manager Oxmoor Collision Center

This letter acknowledges receipt of a consumer complaint dated April 27, 2016. It is the goal of Oxmoor Collision Center to provide a satisfactory service experience for every customer, Therefore, I appreciate the opportunity to respond whenever a customer complaint is brought to my attention. I...

have researched this complaint and offer the following in response:On or about March 21, 2016 Ms. [redacted] dropped off her vehicle at Oxmoor Collision Center, because it was involved in a rear end collision. Ms. [redacted]'s insurance ([redacted]) approved aftermarket parts to be used for the repair. Ms. [redacted] also requested that her front bumper cover be replaced, which was not part of the claim with [redacted]. On March 25, 2016 a text message was sent to Ms. [redacted] to let her know the repairs were completed. Unfortunately Ms. [redacted] did not receive the text message. Ms. [redacted] came to pick up her vehicle on March 29, 2016 and voiced some concern about the fit of the aftermarket rear cover and a spot on the hood of the vehicle.We advised Ms. [redacted] that we could contact [redacted] and try to get approval for an OEM (Toyota) cover. Ms. [redacted] contacted [redacted] herself and obtained approval to use original Toyota parts to repair the rear bumper. When Ms. [redacted] returned to have the rear cover replaced she also expressed concerns about the front bumper and a spot on the hood of the car, When we adjusted the front cover  at the lights we noticed that the right front fender had a dent in it and the left fender had been repaired in the past. The spot on the hood had oxidation underneath the paint, which was causing the defect in the paint.Upon receipt of the Revdex.com complaint I contacted Ms. [redacted]'s and we met on April 30, 2016. During the meeting I explained to Mrs. [redacted] and her husband that the front cover does not fit right because of damage to the right fender and the spot on the hood was rust. They agreed that both items are pre-existing damage and Ms. [redacted] decided, at her expense, to have the hood refinished and the dent repaired, so that the front bumper cover fits properly.Please do not hesitate to contact me at [redacted] should you have any additional questions regarding this complaint.Sincerely,[redacted] Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[I was informed by the service managers staff as indicated, not service manager as the response says, but I will reserve judgement on whether or not this satisfied my concerns when it is actually completed. At this point I have heard every excuse and I currently have no commitment to a date when this will be completed. ]
Regards,
[redacted]