First Class Auto Body & Fiberglass

I have read the letter the customer has submitted for complaint.I would like to respond to the key points in the basic order the customer has addressed them in his letterCustomer was quoted a price for additional work that was not part of the accident, but customer chose not to have us do that work because it was too expensiveVehicle has extensive rust and several of the panels would need to be replacedCustomer wanted to just paint over rustWe do not do that type of short cut work Vehicle took longer than initially expected mostly because of additional supplement work that took the insurance company a long time to approve & the older classic vehicle parts are not as readily available as are the newer vehiclesCustomer was informed of progress along the way by staff$of additional repair work was done to the vehicle above & beyond the insurance final approved estimate This is work that we could see should to be done to make the accident related damage repaired to our company standards This was not paid for by the insurance because it was mostly rust repair that was unrelated to the accident This additional work was given complimentary to the customer Customer states two times that the work was performed & completed to his satisfactionThe suspension & front wheel damage that the customer is addressing was found to be unrelated to the accident by the insurance companyThe customer was hit from the rear & sustained only rear end damageThe insurance will not approve work on unrelated or previous damageThe customer was told this & that he should contact the insurance company himself if he thinks it is accident relatedCustomer was told that we do not produce fraudulent claims.We completed the customer's vehicle as per the insurance's approved estimate, & good willed the customer $of additional work We have also contacted the insurance company once again to see if they will RE review the accident report to see if any of the suspension or front wheel the customer is addressing could possibly be related to the original rear end accident To date they have not responded to our request If the customer wants to have suspension or wheel repair work done, it would be something that the customer would need to pay for himself It is nothing that the shop is responsible for We only did work related to the accident At this time, any additional work the customer is stating is either unapproved by the insura nee or work that the customer did not choose for us to do & did not want to pay for out of his own pocket.SincerelyAuto body shop owner

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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

The shop owner, ***, used additional work as a propaganda tool to use his body shop I completely understood the list of work done outside of the accident would be my responsibility, but [redacted] had NO correspondence with me even though I visited the shop to see if my car was even still there Two days prior to the car being completed, he asked if I wanted the tail lights upgraded as we discussed, but he quoted $for something that can be purchased anywhere else for a fraction of that cost He never gave me a quote on filling in the turn signals, aligning the doors, replacing the front windshield, powder coating the bumper, fixing the two marks on the hood, trimming the fenders, etc I understand that this was not part of the accident, but the ONLY reason I went with his shop is from his “word” that he would give me an honest quote, which in fact, the ONLY two quotes I got were him were to gouge me on tail lights, and a quote to fix the rust, of which his employees had three different stories as far as the rust The gentlemen even doing the body work heard it and told me it was a little surface rust, and decline the ($or $repair dependant on which employee talked to me) and he would fix it in minutes Even his employee that gives quotes is incompetent as he stated that there was extensive damage to the front of the hood, when in fact that is how Camaro designed itHe even stated that a whole quarter panel needed to be replaced to eliminate turn signal holes .completely ignorant The owner states that the repairs took longer than expected due to availability of parts, but one of the employees stated all the parts were available at [redacted] in Phoenix Most the repairs were for labor, so it concerns me once again that the owner has integrity issues and fails to tell the truth Even the insurance agent stated that he was extremely frustrated when dealing with the owner, because he could not get a straight answer about how much longer the rental car agreement needed to be stated I don’t feel this issue is resolved because I have major concerns about the owner’s integrity Although I did state the work complete was to my satisfaction, ALL the work expected to be done during our first quite, was never completed and no quotes were ever given His communication is completely unacceptable and even his own employees said they were not sure why is lack of communication with me was existent After having possession of the car, it was found too that the gas gauge does not work any longer, which the gas tank was removed and re-installed incorrectly [redacted] appears to be a con-man that obviously lies to get business There is so much more to customer service than doing satisfactory work that should be a given, not bragged aboutThere are many body shops out there, and potential customers should seek service elsewhereSincerely

January 13, To: Revdex.com RE: Complaint ID# [redacted] In reference to the fuel gauge not working,we would be more than happy to diagnosis the problemIf it is accident related or an error on our part,we will fix it at no charge to the customer As to the quotes the customer is looking for on other repairs, we have attached a written estimate on those & other items on his vehicleMost of the repairs are replacement of paits,which are more cost effective for the customerFor example,filling in the turn signals & trimming the fenders will cost the customer more than replacing with new fendersEspecially since the current'fenders on the vehicle were at one time replaced with the wrong year fendersBy replacing them with the correct year,he would be eliminating the filling in & trimming & have rust free fendersThe doors cannot be aligned because the hinges are too worn & need to be replacedThe front windshield cannot be replaced without repairing the windshield frame & the rust around the whole areaWhen rust appears on the surface of a vehicle it may appear to be minor,but once the panels are ground down to bare metal the rust will be more extensive The customer says "All the work expected to be done during our first quote, was never completed and no quotes were ever given." But yet the customer says in his same response letter that he was given two quotesThe customer never approved any of the quotes he was given,so he can't expected that work to ever have been performedThe work that was performed was accident related as per the insurance companyAs far as the opinion of the customer on the integrity of the owner,we feel our reputation & longevity of the company that we have establish speaks well for itself & our integritySincerely, Auto Body Shop Owner

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

January 13, 2015         To: Revdex.com   RE: Complaint ID# [redacted]   In reference to the fuel gauge not working,we would be more than happy to diagnosis the problem. If it is accident related or an error on our part,we will fix it at no charge to the customer.  As to the quotes the customer is looking for on other repairs, we have attached a written estimate on those & other items on his vehicle. Most of the repairs are replacement of paits,which are more cost effective for the customer. For example,filling in the turn signals & trimming the fenders will cost the customer more than replacing with new fenders. Especially since the current'fenders on the vehicle were at one time replaced with the wrong year fenders. By replacing them with the correct year,he would be eliminating the filling in & trimming & have rust free fenders. The doors cannot be aligned because the hinges are too worn & need to be replaced. The front windshield cannot be replaced without repairing the windshield frame & the rust around the whole area. When rust appears on the surface of a vehicle it may appear to be minor,but once the panels are ground down to bare metal the rust will be more extensive.  The customer says "All the work expected to be done during our first quote, was never completed and no quotes were ever given." But yet the customer says in his same response letter that he was given two quotes. The customer never approved any of the quotes he was given,so he can't expected that work to ever have been performed. The work that was performed was accident related as per the insurance company. As far as the opinion of the customer on the integrity of the owner,we feel our reputation & longevity of the company that we have establish speaks well for itself & our integrity. Sincerely, Auto Body Shop Owner

I have read the letter the customer has submitted for complaint.I would like to respond to the key points in the basic order the customer has addressed them in his letter.1. Customer was quoted a price for additional work that was not part of the accident, but customer chose not to have us do that...

work because it was too expensive. Vehicle has extensive rust and several of the panels would need to be replaced. Customer wanted to just paint over rust. We do not do that type of short cut work.2.  Vehicle took longer than initially expected mostly because of additional supplement work that took the insurance company a long time to approve & the older classic vehicle parts are not as readily available as are the newer vehicles. Customer was informed of progress along the way by staff.3. $900 of additional repair work was done to the vehicle above & beyond the insurance final approved estimate.  This is work that we could see should to be done to make the accident related damage repaired to our company standards.  This was not paid for by the insurance because it was mostly rust repair that was unrelated to the accident.  This additional work was given complimentary to the customer.  Customer states two times that the work was performed & completed to his satisfaction.4. The suspension & front wheel damage that the customer is addressing was found to be unrelated to the accident by the insurance company. The customer was hit from the rear & sustained only rear end damage. The insurance will not approve work on unrelated or previous damage. The customer was told this & that he should contact the insurance company himself if he thinks it is accident  related. Customer was told that we do not produce fraudulent claims.We completed the customer's vehicle as per the insurance's approved estimate, & good willed the customer $900 of additional work.  We have also contacted the insurance company once again to see if they will RE review the accident report to see if any of the suspension or front wheel the customer is addressing could possibly be related to the original rear end accident.  To date they have not responded to our request.  If the customer wants to have suspension or wheel repair work done, it would be something that the customer would need to pay for himself.  It is nothing that the shop is responsible for.  We only did work related to the accident.   At this time, any additional work the customer is stating is either unapproved by the insura nee or work that the customer did not choose for us to do & did not want to pay for out of his own pocket.SincerelyAuto body shop owner

The shop owner, [redacted], used additional work as a propaganda tool to use his body shop.  I completely understood the list of work done outside of the accident would be my responsibility, but [redacted] had NO correspondence with me even though I visited the shop to see if my car was even still there.  Two days prior to the car being completed, he asked if I wanted the tail lights upgraded as we discussed, but he quoted $700 for something that can be purchased anywhere else for a fraction of that cost.  He never gave me a quote on filling in the turn signals, aligning the doors, replacing the front windshield, powder coating the bumper, fixing the two marks on the hood, trimming the fenders, etc.  I understand that this was not part of the accident, but the ONLY reason I went with his shop is from his “word” that he would give me an honest quote, which in fact, the ONLY two quotes I got were him were to gouge me on tail lights, and a quote to fix the rust, of which his employees had three different stories as far as the rust.  The gentlemen even doing the body work heard it and told me it was a little surface rust, and decline the ($900 or $350 repair dependant on which employee talked to me) and he would fix it in 10 minutes.  Even his employee that gives quotes is incompetent as he stated that there was extensive damage to the front of the hood, when in fact that is how Camaro designed it. He even stated that a whole quarter panel needed to be replaced to eliminate turn signal holes….completely ignorant.  The owner states that the repairs took longer than expected due to availability of parts, but one of the employees stated all the parts were available at [redacted] in Phoenix.  Most the repairs were for labor, so it concerns me once again that the owner has integrity issues and fails to tell the truth.  Even the insurance agent stated that he was extremely frustrated when dealing with the owner, because he could not get a straight answer about how much longer the rental car agreement needed to be stated.  I don’t feel this issue is resolved because I have major concerns about the owner’s integrity.  Although I did state the work complete was to my satisfaction, ALL the work expected to be done during our first quite, was never completed and no quotes were ever given.  His communication is completely unacceptable and even his own employees said they were not sure why is lack of communication with me was existent.  After having possession of the car, it was found too that the gas gauge does not work any longer, which the gas tank was removed and re-installed incorrectly.  [redacted] appears to be a con-man that obviously lies to get business.  There is so much more to customer service than doing satisfactory work…that should be a given, not bragged about. There are many body shops out there, and potential customers should seek service elsewhere. Sincerely

January 13, 2015         To: Revdex.com   RE: Complaint ID# [redacted]   In reference to the fuel gauge not working,we would be more than happy to diagnosis the problem. If it is accident related or an error on our part,we will fix it at no charge to the customer.  
As to the quotes the customer is looking for on other repairs, we have attached a written estimate on those & other items on his vehicle. Most of the repairs are replacement of paits,which are more cost effective for the customer. For example,filling in the turn signals & trimming the fenders will cost the customer more than replacing with new fenders. Especially since the current'fenders on the vehicle were at one time replaced with the wrong year fenders. By replacing them with the correct year,he would be eliminating the filling in & trimming & have rust free fenders. The doors cannot be aligned because the hinges are too worn & need to be replaced. The front windshield cannot be replaced without repairing the windshield frame & the rust around the whole area. When rust appears on the surface of a vehicle it may appear to be minor,but once the panels are ground down to bare metal the rust will be more extensive.  
The customer says "All the work expected to be done during our first quote, was never completed and no quotes were ever given." But yet the customer says in his same response letter that he was given two quotes. The customer never approved any of the quotes he was given,so he can't expected that work to ever have been performed. The work that was performed was accident related as per the insurance company. As far as the opinion of the customer on the integrity of the owner,we feel our reputation & longevity of the company that we have establish speaks well for itself & our integrity.
 
Sincerely,
 
Auto Body Shop Owner

We are the [redacted] and we cannot say enough about this place, we had an awesome experience for once! The hospitality was great, the People are genuine and the body work was professional. We didn't even mind the extra time that we spent there, it didn't even seem like we were waiting, it felt like we went to visit..... They even fed us and the Cake with butter needs to be Marketed!!!! [redacted] makes you feel like an old friend when your talking to him and made sure that our nephew was even entertained.This is the place to go, we will be back to get that buff done. No bull and no heirs to be put on, this felt like the place your grandfather took you to when you were a kid. Good old fashion customer Service. We definitely recommend this place. Thanks guys

First Class Auto Body truly lives up to its name, the workmanship is top notch and I recommend this shop to anyone unfortunate enough to need them.

They also worked with the insurance companies and arranged a great rental car for me!

I have read the letter the customer has submitted for complaint.I would like to respond to the key points in the basic order the customer has addressed them in his letter.1. Customer was quoted a price for additional work...

that was not part of the accident, but customer chose not to have us do that work because it was too expensive. Vehicle has extensive rust and several of the panels would need to be replaced. Customer wanted to just paint over rust. We do not do that type of short cut work.2.  Vehicle took longer than initially expected mostly because of additional supplement work that took the insurance company a long time to approve & the older classic vehicle parts are not as readily available as are the newer vehicles. Customer was informed of progress along the way by staff.3. $900 of additional repair work was done to the vehicle above & beyond the insurance final approved estimate.  This is work that we could see should to be done to make the accident related damage repaired to our company standards.  This was not paid for by the insurance because it was mostly rust repair that was unrelated to the accident.  This additional work was given complimentary to the customer.  Customer states two times that the work was performed & completed to his satisfaction.4. The suspension & front wheel damage that the customer is addressing was found to be unrelated to the accident by the insurance company. The customer was hit from the rear & sustained only rear end damage. The insurance will not approve work on unrelated or previous damage. The customer was told this & that he should contact the insurance company himself if he thinks it is accident  related. Customer was told that we do not produce fraudulent claims.We completed the customer's vehicle as per the insurance's approved estimate, & good willed the customer $900 of additional work.  We have also contacted the insurance company once again to see if they will RE review the accident report to see if any of the suspension or front wheel the customer is addressing could possibly be related to the original rear end accident.  To date they have not responded to our request.  If the customer wants to have suspension or wheel repair work done, it would be something that the customer would need to pay for himself.  It is nothing that the shop is responsible for.  We only did work related to the accident.   At this time, any additional work the customer is stating is either unapproved by the insura nee or work that the customer did not choose for us to do & did not want to pay for out of his own pocket.SincerelyAuto body shop owner

I helped my Mother in Law [redacted] get her car repaired after a minor accident. I has used this business a couple of years ago and had a good experience so I went back. Again we received excellent service. The quoted a price and stuck to it. They quoted a day for completion and stuck to it. The paint match was perfect. All of the employees we great and EZ to work with. Dave, the owner, seems to really care about his customers as well as his employees. I highly recommend this shop.

The shop owner, [redacted], used additional work as a propaganda tool to use his body shop.  I completely understood the list of work done outside of the accident would be my responsibility, but [redacted] had NO correspondence with me even though I visited the shop to see if my car was even still there.  Two days prior to the car being completed, he asked if I wanted the tail lights upgraded as we discussed, but he quoted $700 for something that can be purchased anywhere else for a fraction of that cost.  He never gave me a quote on filling in the turn signals, aligning the doors, replacing the front windshield, powder coating the bumper, fixing the two marks on the hood, trimming the fenders, etc.  I understand that this was not part of the accident, but the ONLY reason I went with his shop is from his “word” that he would give me an honest quote, which in fact, the ONLY two quotes I got were him were to gouge me on tail lights, and a quote to fix the rust, of which his employees had three different stories as far as the rust.  The gentlemen even doing the body work heard it and told me it was a little surface rust, and decline the ($900 or $350 repair dependant on which employee talked to me) and he would fix it in 10 minutes.  Even his employee that gives quotes is incompetent as he stated that there was extensive damage to the front of the hood, when in fact that is how Camaro designed it. He even stated that a whole quarter panel needed to be replaced to eliminate turn signal holes….completely ignorant.  The owner states that the repairs took longer than expected due to availability of parts, but one of the employees stated all the parts were available at [redacted] in Phoenix.  Most the repairs were for labor, so it concerns me once again that the owner has integrity issues and fails to tell the truth.  Even the insurance agent stated that he was extremely frustrated when dealing with the owner, because he could not get a straight answer about how much longer the rental car agreement needed to be stated.  I don’t feel this issue is resolved because I have major concerns about the owner’s integrity.  Although I did state the work complete was to my satisfaction, ALL the work expected to be done during our first quite, was never completed and no quotes were ever given.  His communication is completely unacceptable and even his own employees said they were not sure why is lack of communication with me was existent.  After having possession of the car, it was found too that the gas gauge does not work any longer, which the gas tank was removed and re-installed incorrectly.  [redacted] appears to be a con-man that obviously lies to get business.  There is so much more to customer service than doing satisfactory work…that should be a given, not bragged about. There are many body shops out there, and potential customers should seek service elsewhere. Sincerely

I had body work done on my Cadillac SRX. They were so Wonderful to me! They went above and beyond for me! My car wouldn't start after it was repaired. They called [redacted] to have it towed to the dealer! I wasn't feeling well because my blood sugar was low so the manager gave me his lunch that he brought from home! The owner was there and offered to loan me one of his cars until mine was fixed if I needed it! Now That's what I call service!!!! The work they did on my car was amazing! I was so pleased! I highly recommend this business for all your auto body needs!

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.[Provide details of why you are not satisfied with this resolution.]

Regards,[redacted]

Review: My 1968 Camaro was rear ended on August 3, 2014 with a majority of the damage to the rear end of the car, including suspension and left/front wheel damage. I took my Camaro to First Class and [redacted] did a walk around on the car and we discussed repairs from the collision as well as some things that I wanted quoted above and beyond. [redacted] was very enthusiastic and said that he could do all the extra repairs I wanted and would get me a quote. He stated the vehicle would take about 3-4 weeks to repair and that he would contact me frequently due to the various tasks we discussed being completed. In sum, my car took almost 3 months to get back, [redacted] never contacted me once, and would not return my calls. I received a call from the secretary in early October stating the body tech found extensive rust that should be fixed at about $900. I went in to their facility and the body guy said that it was minor rust that he could fix real quick, the secretary said it was $900 to grind it out, and [redacted], the appraiser, said it would be $350 to cut it out and that grinding was an inappropriate technique. At one point, all three employees were having an open discussion in front of me all with conflicting stories. Since I hadn't heard from [redacted] about any of the extra repairs, I asked [redacted] who stated he was an expert in cars. Once he stated that Camaro was introduced in 1969, that a complete fender had to be replaced to patch a turn signal hole, and that Camaros had "shaker" hoods, I found him to be extremely incompetent and more concerned about the well being of my classic car, with still no follow up from [redacted] the owner after various communications were made to the secretary and [redacted] about my displeasure.

I went into the business on November 5th, 2014 to check on the status of my car and [redacted] happened to be at the front desk. I expressed my concerns and all he could reply with was "I can see your frustrations" and had no follow up or solutions. Later that day I picked up my car and [redacted] or [redacted] never came outside to even greet me. The keys were handed to me by the car wash attendant and I was on my way after a quick inspection of the car. The work that was performed was to my satisfaction, but the extra work I requested was completely ignored. Damage resulting from the accident in the suspension (whether it was leaf springs OR air shocks that could have been damage during impact) was never addressed and the front wheel was never fixed.

Although work that was completed was satisfactory, that is expected as money was paid for that service by the insurance company...they are required to do good work. First Class lacks in customer service and integrity. I was in a collision that was not my fault, and now have a car that has more issues than prior to the accident (damaged front wheel and rear suspension). It was beyond frustrating that the owner of a company knew of my displeasure and couldn't even pick up the phone and gave me a timeframe that wasn't even close. The owner also gave me false hopes and expectations that the additional work I wanted done would at least be quoted, but it appears that was a ploy just to get the insurance work.Desired Settlement: I want a total of $1700; reflecting replacement of my air shocks, springs to be reached, and the front wheel repaired.

Business

Response:

I have read the letter the customer has submitted for complaint.I would like to respond to the key points in the basic order the customer has addressed them in his letter.1. Customer was quoted a price for additional work that was not part of the accident, but customer chose not to have us do that work because it was too expensive. Vehicle has extensive rust and several of the panels would need to be replaced. Customer wanted to just paint over rust. We do not do that type of short cut work.2. Vehicle took longer than initially expected mostly because of additional supplement work that took the insurance company a long time to approve & the older classic vehicle parts are not as readily available as are the newer vehicles. Customer was informed of progress along the way by staff.3. $900 of additional repair work was done to the vehicle above & beyond the insurance final approved estimate. This is work that we could see should to be done to make the accident related damage repaired to our company standards. This was not paid for by the insurance because it was mostly rust repair that was unrelated to the accident. This additional work was given complimentary to the customer. Customer states two times that the work was performed & completed to his satisfaction.4. The suspension & front wheel damage that the customer is addressing was found to be unrelated to the accident by the insurance company. The customer was hit from the rear & sustained only rear end damage. The insurance will not approve work on unrelated or previous damage. The customer was told this & that he should contact the insurance company himself if he thinks it is accident related. Customer was told that we do not produce fraudulent claims.We completed the customer's vehicle as per the insurance's approved estimate, & good willed the customer $900 of additional work. We have also contacted the insurance company once again to see if they will RE review the accident report to see if any of the suspension or front wheel the customer is addressing could possibly be related to the original rear end accident. To date they have not responded to our request. If the customer wants to have suspension or wheel repair work done, it would be something that the customer would need to pay for himself. It is nothing that the shop is responsible for. We only did work related to the accident. At this time, any additional work the customer is stating is either unapproved by the insura nee or work that the customer did not choose for us to do & did not want to pay for out of his own pocket.SincerelyAuto body shop owner

I had body work done on my Cadillac SRX. They were so Wonderful to me! They went above and beyond for me! My car wouldn't start after it was repaired. They called [redacted] to have it towed to the dealer! I wasn't feeling well because my blood sugar was low so the manager gave me his lunch that he brought from home! The owner was there and offered to loan me one of his cars until mine was fixed if I needed it! Now That's what I call service!!!! The work they did on my car was amazing! I was so pleased! I highly recommend this business for all your auto body needs!

We are the [redacted] and we cannot say enough about this place, we had an awesome experience for once! The hospitality was great, the People are genuine and the body work was professional. We didn't even mind the extra time that we spent there, it didn't even seem like we were waiting, it felt like we went to visit..... They even fed us and the Cake with butter needs to be Marketed!!!! [redacted] makes you feel like an old friend when your talking to him and made sure that our nephew was even entertained.This is the place to go, we will be back to get that buff done. No bull and no heirs to be put on, this felt like the place your grandfather took you to when you were a kid. Good old fashion customer Service. We definitely recommend this place. Thanks guys

First Class Auto Body truly lives up to its name, the workmanship is top notch and I recommend this shop to anyone unfortunate enough to need them.

They also worked with the insurance companies and arranged a great rental car for me!