ERA Huot Realty

Customer [redacted] On about the last week of December Mr [redacted] had his [redacted] brought in for body repairs due to striking a deer.His insurance is [redacted] which sent out a adjuster to look at damage and give a estimate to the body shop[redacted] [redacted] authorized only the use of quality replacement parts not original manufacturer partsMr [redacted] held off the repairsfor several weeks because he was unhappy of the use of non original [redacted] partsOn Jan of repairs were started, the insurancecompany did not authorize [redacted] parts, customer was given choice to pay the difference, Mr [redacted] declined and repairs werecompleted on Feb 17, 2016Several months latter Mr [redacted] called and said water was leaking around the windshield, several appointments were made witha local San Antonio glass company to reseal the windshield , for some reason those appointments were not kept.Some time in early Sept Mr [redacted] called me and told me the situation on the windshield and I made a appointment was againnot keptRescheduled to have it done at his residence, at which time the glass company called and said the windshield wascracked and they could not remove and reseal the glass, at which time I authorized a new windshield, Mr [redacted] had nevermentioned to any of us during our conversation glass was damaged.About days latter I get a call from Mr [redacted] that the headlight that was repaired in Feb was not functioning and was ata [redacted] Dealer in San Antonio, the dealer would not warranty the light due to not being original equipmentHe called very upsetafter looking into the situation the non [redacted] headlight is warranted for days and that had pastWe contacted [redacted] and they declined to help Mr [redacted] This situation upset Mr [redacted] again that original [redacted] parts had not been authorized.We called Mr [redacted] that we would go ahead and replace the headlamp which cost $plus labor, but it had to be done here in Del Rioout of good will.Mr [redacted] brought the car several weeks latter at which time he was still unhappy about the non [redacted] parts, he also complained that paint was was coming off hood, after inspection this was caused by rock strikes on hood.The week that Mr [redacted] left the [redacted] we replaced the headlamp at our expense and refinished and painted the hood which totaled$2373.00, the refinishing of the hood was never promised but done as a goodwill gestureWhen Mr [redacted] picked up the car he wanted gas money for the trips to Del Rio which we declined and told him that we had invested almost to help him outHe became very upsetand still not happy that Brown Nissan had used a non [redacted] headlamp at which time I asked him to leave before things could escalate.Copies of repairs and Insurance estimate are available if needed.It is unfortunate that Insurance companies (agents) do not fully disclose that repairs will be done with non factory parts and or sometimes used parts,We at Brown Nissan fully understand our customers feelings when these unfortunate situations arise but we can only do what the insurance companiesauthorize and are willing to pay for[redacted] General ManagerBrown Nissan of Del Rio

The complaint has been resolvedWe honored her request for a $reimbursement Customer appears satisfied with our response

Customer[redacted]
On about the last week of December 2015 Mr. [redacted] had his 2013 [redacted] brought in for body repairs due to striking a deer.His insurance is [redacted] which sent out a adjuster to look at damage and give a estimate to the body shop.[redacted] authorized...

only the use of quality replacement parts not original  manufacturer parts. Mr. [redacted] held off the repairsfor several weeks because he was unhappy of the use of non original [redacted] parts. On Jan 14 of 2016 repairs were started, the insurancecompany did not authorize [redacted] parts, customer was given choice to pay the difference, Mr. [redacted] declined and repairs werecompleted on Feb 17, 2016Several months latter Mr. [redacted] called and said water was leaking around the windshield, several appointments were made witha local San Antonio glass company to reseal the windshield , for some reason those appointments were not kept.Some time in early Sept Mr. [redacted] called me and told me the situation on the windshield and I made a appointment was againnot kept. Rescheduled to have it done at his residence, at which time the glass company called and said the windshield wascracked and they could not remove and reseal the glass, at which time I authorized a new windshield, Mr. [redacted] had nevermentioned to any of us during our conversation glass was damaged.About 10 days latter I get a call from Mr. [redacted] that the headlight that was repaired in Feb was not functioning and was ata [redacted] Dealer in San Antonio, the dealer would not warranty the light due to not being original equipment. He called very upsetafter looking into the situation the non [redacted] headlight is warranted for 90 days and that had past. We contacted [redacted]and they declined to help Mr. [redacted]. This situation upset Mr. [redacted] again that original [redacted] parts had not been authorized.We called Mr. [redacted] that we would go ahead and replace the headlamp which cost $1056.00 plus labor, but it had to be done here in Del Rioout of good will.Mr. [redacted] brought the car several weeks latter at which time he was still unhappy about the non [redacted] parts, he also complained  that paint was was coming off hood, after inspection this was caused by rock strikes on hood.The week that Mr. [redacted] left the [redacted] we replaced the headlamp at our expense and refinished and painted the hood which totaled$2373.00, the refinishing of the hood was never promised but done as a goodwill gesture. When Mr. [redacted] picked up the car he wanted gas money for the trips to Del Rio which we declined and told him that we had invested almost 3000.00 to help him out. He became very upsetand still not happy that Brown Nissan had used a non [redacted] headlamp at which time I asked him to leave before things could escalate.Copies of repairs and Insurance estimate are available if needed.It is unfortunate that Insurance companies (agents) do not fully disclose that repairs will be done with non factory parts and or sometimes used parts,We at Brown Nissan fully understand our customers feelings when these unfortunate situations arise but we can only do what the insurance companiesauthorize and are willing to pay for.[redacted]
General ManagerBrown Nissan of Del Rio