Elite Towing and Collision

l am writing in response to the complaint from [redacted] .On 9/28/I came into work and was informed there was a customer coming in to drop off hercar, and get a rental carThe customer had established a claim with [redacted] insurance, and theywould be dispatching a field inspector to look at her carWhen Mrs [redacted] arrived, I notedthat the vehicle was drivable, and the protocol is to schedule a drivable vehicle after theestimate is written, however in this case, it was a minor repair, and according to Mrs [redacted] , [redacted] had already dispatched someone to look at it, and if they came the day it dropped off,or the following, the repair could be completed by FridayThe day the car was dropped, I sentan email to our regular [redacted] adjuster to inform him the car was hereOn 10/05/15, Ireceived a follfrom a different [redacted] adjuster, I reiterated that the car had been here aweek, and no one had been by to look at itIt was about this time it was determined that theclaim number given was incorrectOnce the claim number was corrected, the adjuster came,wrote the estimate, and the car was repaired.After the car was delivered to Mrs [redacted] , she phoned in on 11/16/15, and informed me that [redacted] was denying payment on the rentalI placed a call to Sharia in claims, and was toldthere was nothing she could doI then reached out to Justin Bentley (the adjuster that wrotethe estimate) and asked me to point Mrs [redacted] , and myself in the direction of a supervisorthat could help.I forwarded that information to Mrs [redacted] as well.As I stated earlier, the car was not scheduled to be dropped off, but since we were under theimpression the insurance company was already informed the car was being dropped off, theadjuster should have been here to look at it in a timely manner.While I can sympathize with the plight [redacted] is facing here, I feel her anger is misdirectedIagree with her that she shouldn’t be held liable that someone hit her [redacted] dropped the ball,and did not do right by herI did everything in my power to expedite the repair, as well asmaking multiple calls, and writing multiple emails before, during, and after the repair toattempt to get [redacted] to make Mrs [redacted] happyMrs [redacted] ’s car was returned to herwith the damage from the loss fully repairedThe issue of being charged for the rental isultimately between [redacted] insurance, Mrs [redacted] , and [redacted] car rental.I have enclosed copies of the rental agreement, multiple emails, and the signed release form.At this time, I have not further way to assist in this matter.Thank you for your concern,President Elite Collision

Some of what was stated by Brian at Elite Collision is correct.I was told by Brian to get a claim #, then call himThat is what I didI called him, he told me to bring my car in for repair and gave me a rental carWhen the mess up happened with the wrong claim #, I called Brian three times and asked him if I should return the rental carHe told me all three times NO *** will pay up to days for a car rental*** did not pay for the car rental and I am owed $from Elite CollisionThis issue is between *** and Elite Collision, NOT MEI should have not paid one cent for the car rental because of Brian's lack of knowledge on car rental agreements and payments. I was assured the car rental would be paid in FULLI am owed $from Elite CollisionElite Collision are the ones that will need to go after *** Insurance to get this car rental money back, NOT ME
Regards,
*** ***

l am writing in response to the complaint from [redacted].On 9/28/15 I came into work and was informed there was a customer coming in to drop off hercar, and get a rental car. The customer had established a claim with [redacted] insurance, and theywould be dispatching a field inspector to look at...

her car. When Mrs. [redacted] arrived, I notedthat the vehicle was drivable, and the normal protocol is to schedule a drivable vehicle after theestimate is written, however in this case, it was a minor repair, and according to Mrs. [redacted],[redacted] had already dispatched someone to look at it, and if they came the day it dropped off,or the following, the repair could be completed by Friday. The day the car was dropped, I sentan email to our regular [redacted] adjuster to inform him the car was here. On 10/05/15, Ireceived a follow-up from a different [redacted] adjuster, I reiterated that the car had been here aweek, and no one had been by to look at it. It was about this time it was determined that theclaim number given was incorrect. Once the claim number was corrected, the adjuster came,wrote the estimate, and the car was repaired.After the car was delivered to Mrs. [redacted], she phoned in on 11/16/15, and informed me that[redacted] was denying payment on the rental. I placed a call to Sharia in claims, and was toldthere was nothing she could do. I then reached out to Justin Bentley (the adjuster that wrotethe estimate) and asked me to point Mrs. [redacted], and myself in the direction of a supervisorthat could help.I forwarded that information to Mrs. [redacted] as well.As I stated earlier, the car was not scheduled to be dropped off, but since we were under theimpression the insurance company was already informed the car was being dropped off, theadjuster should have been here to look at it in a timely manner.While I can sympathize with the plight [redacted] is facing here, I feel her anger is misdirected. Iagree with her that she shouldn’t be held liable that someone hit her. [redacted] dropped the ball,and did not do right by her. I did everything in my power to expedite the repair, as well asmaking multiple calls, and writing multiple emails before, during, and after the repair toattempt to get [redacted] to make Mrs. [redacted] happy. Mrs. [redacted]’s car was returned to herwith the damage from the loss fully repaired. The issue of being charged for the rental isultimately between [redacted] insurance, Mrs. [redacted], and [redacted] car rental.I have enclosed copies of the rental agreement, multiple emails, and the signed release form.At this time, I have not further way to assist in this matter.Thank you for your concern,President Elite Collision

Review: I had my car repaired there and Brian at Elite gave me a rental car. The repair took longer then expected because of delays with insurance company. I called Brian at Elite 3 times to find out if I should return the Rental Car because of the delay and he assured me that the Insurance Company would pay up to 30 days for a rental car each time. The rental car company [redacted] took $457.48 out of my personal checking account with out notifying me, then an other $92.12 out of my account a few weeks ago. Which brings the total to $549.60 that is owed to me from Elite Collision. The accident was a hit and run which was not my fault. I was lucking and was able to get the license plate number and the other party turned themselves in. I should not have to pay a penny.Desired Settlement: All money taken out of my account for a retail car that I should not have to pay for. Money owed to me from Elite Collision is $549.60

Business

Response:

l am writing in response to the complaint from [redacted].On 9/28/15 I came into work and was informed there was a customer coming in to drop off hercar, and get a rental car. The customer had established a claim with [redacted] insurance, and theywould be dispatching a field inspector to look at her car. When Mrs. [redacted] arrived, I notedthat the vehicle was drivable, and the normal protocol is to schedule a drivable vehicle after theestimate is written, however in this case, it was a minor repair, and according to Mrs. [redacted],[redacted] had already dispatched someone to look at it, and if they came the day it dropped off,or the following, the repair could be completed by Friday. The day the car was dropped, I sentan email to our regular [redacted] adjuster to inform him the car was here. On 10/05/15, Ireceived a follow-up from a different [redacted] adjuster, I reiterated that the car had been here aweek, and no one had been by to look at it. It was about this time it was determined that theclaim number given was incorrect. Once the claim number was corrected, the adjuster came,wrote the estimate, and the car was repaired.After the car was delivered to Mrs. [redacted], she phoned in on 11/16/15, and informed me that[redacted] was denying payment on the rental. I placed a call to Sharia in claims, and was toldthere was nothing she could do. I then reached out to Justin Bentley (the adjuster that wrotethe estimate) and asked me to point Mrs. [redacted], and myself in the direction of a supervisorthat could help.I forwarded that information to Mrs. [redacted] as well.As I stated earlier, the car was not scheduled to be dropped off, but since we were under theimpression the insurance company was already informed the car was being dropped off, theadjuster should have been here to look at it in a timely manner.While I can sympathize with the plight [redacted] is facing here, I feel her anger is misdirected. Iagree with her that she shouldn’t be held liable that someone hit her. [redacted] dropped the ball,and did not do right by her. I did everything in my power to expedite the repair, as well asmaking multiple calls, and writing multiple emails before, during, and after the repair toattempt to get [redacted] to make Mrs. [redacted] happy. Mrs. [redacted]’s car was returned to herwith the damage from the loss fully repaired. The issue of being charged for the rental isultimately between [redacted] insurance, Mrs. [redacted], and [redacted] car rental.I have enclosed copies of the rental agreement, multiple emails, and the signed release form.At this time, I have not further way to assist in this matter.Thank you for your concern,President Elite Collision

Consumer

Response:

Some of what was stated by Brian at Elite Collision is correct.