FCR, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments belowRegards,
*** ***

if the customer is still without the vehicle and has not contracted a shop to repair we would be more than willing to repair and restore her vehicle to a safe pre-loss conditionwe would however still charge some of the monies she paid us for termination of serviceswe spent considerable time trying to educate *** and friend about the correct way to repair as well as collect information from ***.we do not conspire with insurance companies to defraud customers we will work for that customer with their insurer or responsible party to make sure the vehicle is back to where it was prior to the loss.she can keep the money paid to her for the wheels as she stated she had ones to install

my shop received a call from [redacted] asking if we could repair her vehicle and we told her to bring it down. originally was reported to us as just two wheels were stolen. Vehicle dropped off on Monday 8/8/16 at 5pm.customer signed authorization to repair, direction of pay, and assignment of...

rights. We perform a check in process where we photo document vehicle for damage and unrelated damages as well as mileage and tire/wheel damages. Time spent by office staff.The customers' insurance representative was at our shop on Friday 8/12/16, wrote initial estimate for 5353.72 and told us she would be back when we dis-assembled to see inner damages. Input of insurance estimate into our estimating system. Time spent by office/appraisal staffAfter seeing the original estimate for the vehicle I noticed some items left off which is usual for the original sheet written by insurers.appraiser [redacted] from [redacted] was here and she may have called [redacted] to tell her she inspected vehicle.  that is SOP for insurers. time spent with [redacted] by appraisal staff.we input insurance company estimate into our system and generated a work order on 8/12/16. Time spent by office staff.printed out repair order  to give our techs 8/16/16. Tech made some notes for me to help in writing the supplement. Time spent by frame/metal techMy appraiser [redacted] called [redacted] Monday 8/16/16 to explain process and asked her to come down to sign insurance check. we needed the money to buy parts. More time by office/appraisal staff.her statement that no one contacted her for 24 days is false, [redacted] called her and spoke to her on 8/16/16 to explain damages and asked her to come down to sign check four days after her insurance appraiser was here. one working day after the initial appraisal.vehicle had extensive unibody damage and would require to be mounted on the frame machine for repairs, gave the work order/original estimate to tech for a deeper damage analysis.went to [redacted] for [redacted] specific operations for panel replacement. enclosed are the documents we received from [redacted] dealer and documents from [redacted] for approved procedures for the replacement of structural parts.(documents enclosed) time spent by myself.we needed to order the original parts and supplemental parts and called customer to sign original check to purchase parts and made another call to [redacted] to come down to sign check on 8/24/16.This repair is not a fast or quick repair, the whole side of the vehicle must be removed in order to access the damaged inner panels. Those panels are not bolted on but welded on and to remove without causing damage to inner panels takes some time and expertise. The work orders were in no way or form dishonest, they were written out of the same crash estimating system we both use.8/24/16 at this time she was asking me if they could get the wheels themselves as they had some wheels that they took off, I was told they were the winter wheels. I said no problem if you want to take that money for the wheels and use it towards your deductible. she had come down with her boyfriend and was asking if they could switch things around with the repairs. I explained how my negotiating with the insurance company would mean we have to repair as negotiated and she started telling me she had a friend that would do the repairs for cheaper. I tried to explain the safety factors of the side impact protection built into the construction of the vehicle and that we would not cut corners as we are liable for the repairs. we had spoke to her boyfriend [redacted] he stated he want the check signed over to him and they were going to move to a shop that would do it for cheap. We asked them to come down so we could go over the damage and the process that it required to repair to pre loss. We spoke to [redacted] and [redacted] for a while and I was under the impression they were going to leave so we could get a supplement for additional damages and they would get the tires.The next call was they were going to remove the vehicle and bring to another shop. [redacted] explained that we had time into the vehicle and money by way of her time,  my time and our techs time. We also told her that now that they were removing the vehicle we would void the check as it was made to us and her.her assertion that we are dishonest in our damage analysis is ridiculous due to we are always negotiating for proper and safe repairs, and in no way would a representative from an insurer give away any parts or labor allowances that were not required. I have a reputation in my industry as a hard negotiator with insurers' representatives'.the statement about mismatched tire brands and ABS sensor was on the insurance companies' original estimate not ours and we explained to her the left side tires were mismatched and we would order the correct ones when the supplement was completed. There was no information as to what tires were on the right side prior to the theft. Plus the wheels would have tire pressure sensors in each if they were original, that explains why the scan revealed no info was getting to the vehicles’ computer as evidenced on the scan sheetthe fees are time my employees spent writhing up damage reports or taking a tech from another job to move her car from out back of the storage yard, this meant we had to move several other vehicles for access to her car, data input into the system, time I spent looking up information for repair procedures, talking with the dealer about part availability and getting printouts from the dealer parts catalogmy opinion is they wanted to scam the insurance and get me to do inferior repairs. she seemed naïve to the process and how the negotiating and back and forth with insurance companies go.I have included pictures explaining the damage and what parts were needed and also where each part started and stopped. Thus the need to get a quarter panel in addition to the rocker outer cover and inner support or reinforcement.Included documents:Pictures of the damage and where the parts start and stop, copy of the diagnostic readout on her car, copies of the parts that needed to be replaced, documents from [redacted] parts dept, [redacted] certified operations from [redacted], and a printout from my estimating system showing the floor and the support that needed replacement that is #2 on the picture.A lot of info but I wanted to make sure everyone understood the complexity and scope of the repair.  [redacted]FCR Inc.[redacted], Ma. [redacted]www.factorycollision.comfactory collision on facebook###-###-####