Famous Daves

As requested, we reviewed the archives from our security cameras The vehicle was dropped off by our entrance way at about 9:30am on Monday, February 6, At about 1:40pm, the vehicle was moved to our senior technician's collision work bay He completed his initial procedures and moved the vehicle into a paint booth at about 4:00pm There it remained isolated over night The next morning, the vehicle was painted in the paint booth and removed at about 8:15am Final procedures were completed at about 12:45pm and the vehicle was moved to the customer parking area The vehicle was picked up before 4:30pm.In reviewing the video of our custody of this vehicle, no unusual or suspect actions were observed We still feel that the complained about marks and scratches were preexisting, and became apparent because the entire vehicle was scrutinized when evaluating our door repair We are sorry to disappoint any of our customers, but we will not be able to go any further than the goodwill procedures we already performed by removing the mark on the mirror and buffing the numerous light scratches Any further repairs that the buffing did not take care of would require a complete vehicle stripping and repainting and that is just not feasible

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Amazing you claim after all this time now that you reviewed camera and in that camera you will see my vehicle had no marks on mirror and I have two other body shops willing to testify that their were no marks you did no good will you will find that your unwillingness to admit that you messed up the mirror and right side of vehicle during first repair will be public and will be made aware to all businesses as well as any customers as possible The second round you touched up areas on my vehicle on the opposite side of my car and I did not sign anything allowing this I have now a glob of paint by my door you were falsly paid by an insurance company that you have conections with to do my door and charged them for more day that they should have been charged for my rental for your mistakes and you also tampered with my mirror and it is in the estimate that the entire door be done including mirror now explain that!!!!!! however you left scratches on handle on that door and it was pointed out and not fixed as well and the mirror had no previos damage got picture and witnessesBring it make this public and contact news and anyone else I am done waisting my time I have two dealers that also have had same experience with you so all you had to do is fix it was not asking for a miracle and admit not lie but now you got me mad I do not like liers and I will not support a business that is not truthful Regards, [redacted]

As requested, we reviewed the archives from our security cameras.  The vehicle was dropped off by our entrance way at about 9:30am on Monday, February 6, 2017.  At about 1:40pm, the vehicle was moved to our senior technician's collision work bay.  He completed his initial procedures and moved the vehicle into a paint booth at about 4:00pm.  There it remained isolated over night.  The next morning, the vehicle was painted in the paint booth and removed at about 8:15am.  Final procedures were completed at about 12:45pm and the vehicle was moved to the customer parking area.  The vehicle was picked up before 4:30pm.In reviewing the video of our custody of this vehicle, no unusual or suspect actions were observed.  We still feel that the complained about marks and scratches were preexisting, and became apparent because the entire vehicle was scrutinized when evaluating our door repair.  We are sorry to disappoint any of our customers, but we will not be able to go any further than the goodwill procedures we already performed by removing the mark on the mirror and buffing the numerous light scratches.  Any further repairs that the buffing did not take care of would require a complete vehicle stripping and repainting and that is just not feasible.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:Amazing you claim after all this time now that you reviewed camera and in that camera you will see my vehicle had no marks on mirror and I have two other body shops willing to testify that their were no marks you did no good will you will find that your unwillingness to admit that you messed up the mirror and right side of vehicle during first repair will be public and will be made aware to all businesses as well as any customers as possible.  The second round you touched up areas on my vehicle on the opposite side of my car and I did not sign anything allowing this I have now a glob of paint by my door you were falsly paid by an insurance company that you have conections with to do my door and charged them for more day that they should have been charged for my rental for your mistakes and you also tampered with my mirror and it is in the estimate that the entire door be done including mirror now explain that!!!!!! however you left scratches on handle on that door and it was pointed out and not fixed as well and the mirror had no previos damage got picture and witnesses. Bring it make this public and contact news and anyone else I am done waisting my time I have two dealers that also have had same experience with  you so all you had to do is fix it was not asking for a miracle and admit not lie but now you got me mad I do not like liers and I will not support a business that is not truthful.
Regards,
[redacted]

March 17, 2017Dear [redacted]:This letter is in regards to the above referenced complaint. [redacted] did bring her 2015 [redacted] to our Collision Center to have the passenger side front door repaired. At the initial meeting, it was noted with [redacted] that there were various flaws all...

over the vehicle, including numerous dents and scratches. The insurance company was only paying for specific procedures of the door repair. There was a dent on the door that was not covered, but we took care of it at no charge to [redacted].When [redacted] picked up her vehicle, she proceeded to complain about the previously noted existing flaws, claiming they happened while the vehicle was in our possession. In an attempt to appease her, we repaired the marks on the mirror, buffed out many scratches and touched up a small area where the paint was chipped. This was all done at no charge to [redacted] in what we thought would create goodwill. Obviously [redacted]'s agenda was to have her entire vehicle completely refurbished for free. At this point, we did have to deny her request. It should be noted that the Carfax report does show that this vehicle was involved in a side swipe accident. Many of the noted flaws are in the same area that is described in the report.We are sorry that [redacted] is unhappy, but we have exhausted all reasonable means to satisfy her. Thank you for your help in mediating this matter.Sincerely,Kenneth R. General Manager