Thank you for the opportunity to provide our side of the storyWe are a third-generation local family business in the community since 1946; our current owners are second and third generation of the family When the parties involved don't develop a positive rapport with each other right away, it's rare it is established as a repair progressesThis rapport did not adequately develop, so in this particular case, it ended in the best way possible, a parting of ways WITHOUT us performing ANY REPAIR and absolutely AT NO COST to the customer This customer vehicle came into our Fix Auto Gladstone location ( [redacted] ***.) because it had rear damage caused by backing it into a truckShe seemed upset by this unfortunate incident and reasonably so, no one enjoys having their vehicle damagedThere was a miscommunication with Ms [redacted] on the method we'd use to move the car from one facility to the other; our Gladstone location manager, Scott, did not lie to her and say the vehicle would be towed, contrary to Ms [redacted] claim All vehicles with intact suspensions are driven at some point to move it to perform the various stages of repair within our facilityAdditionally, many vehicles are driven to diagnose road-worthiness and drivability and to test drive after repairsTo determine if this vehicle was a candidate to be driven (vstowed) to our other location for repair, my co-owner, William B***, visually inspected the damages, preformed a light function test and test-drove it to assess drivabilityThe conclusion was that it was suitable to be drivenThere are some broken rear left lamp lenses, but the bulbs are the correct colors and light up when turned on and using the brakes (upon initially looking at the rear left lamps one would be surprised they actually did operate); the left rear blinker flashes at a pace faster than normal, but it works; an inner tail lamp doesn't work, however, the companion outer tail lamp and combined brake lamp and third brake lamp do work (had brake lamps or signals not worked, hand signals would have been an option as described on page of the online drivers manual, and required equipment is outlined on page of same)The extent of overall damage to the vehicle was not so extensive to keep it from being driven despite appearances We do not jeopardize a vehicle, or ourselves (this one was driven by the same co-owner that did the drivability assessment), simply to forego towingTowing a vehicle is not without its own risks and exposuresWe make an assessment of the vehicle and do what we believe is best for the vehicle, period Every once in a while we choose to not perform repairs for a potential customer – it sometimes becomes obvious earthat we are not a good fitOver the Christmas holiday time off, my co-owner and I discussed this vehicle and customer and we concluded that we would be choosing not to do the repair, and that we would request the owner have it movedUpon arriving back in the office December 28th, we learned that morning prior to us notifying the customer, that she had already made the decision to move the vehicle to another repairerWe are grateful for her choosing this as it is undoubtedly best for both of us Another note, the tow company hired to tow the vehicle to another facility did not use a flat-bed tow truckWe notified Ms [redacted] of this when the truck arrived and the towing proceededIt was our impression that the tow was ordered by USAA Insurance company, we are unaware of a towing cost and amount to Ms [redacted] and we have not been notified by USAA either wayI did not find a dollar amount on the complaint form We truly wish her well and hope she finds satisfaction with another facility and the repairs they perform Thank you for your time and consideration in this matter Sincerely, Camille E [redacted] President and Second Generation Owner Roth & Miller Autobody, Inc d.b.aFix Auto Portland East and Fix Auto Gladstone
Thank you for the opportunity to provide our side of the story. We are a third-generation local family business in the community since 1946; our current owners are second and third generation of the family.
When the parties involved don't develop a positive rapport with each other right away,...
it's rare it is established as a repair progresses. This rapport did not adequately develop, so in this particular case, it ended in the best way possible, a parting of ways WITHOUT us performing ANY REPAIR and absolutely AT NO COST to the customer.
This customer vehicle came into our Fix Auto Gladstone location ([redacted].) because it had rear damage caused by backing it into a truck. She seemed upset by this unfortunate incident and reasonably so, no one enjoys having their vehicle damaged. There was a miscommunication with Ms. [redacted] on the method we'd use to move the car from one facility to the other; our Gladstone location manager, Scott, did not lie to her and say the vehicle would be towed, contrary to Ms. [redacted] claim.
All vehicles with intact suspensions are driven at some point to move it to perform the various stages of repair within our facility. Additionally, many vehicles are driven to diagnose road-worthiness and drivability and to test drive after repairs. To determine if this vehicle was a candidate to be driven (vs. towed) to our other location for repair, my co-owner, William B[redacted], visually inspected the damages, preformed a light function test and test-drove it to assess drivability. The conclusion was that it was suitable to be driven. There are some broken rear left lamp lenses, but the bulbs are the correct colors and light up when turned on and using the brakes (upon initially looking at the rear left lamps one would be surprised they actually did operate); the left rear blinker flashes at a pace faster than normal, but it works; an inner tail lamp doesn't work, however, the companion outer tail lamp and combined brake lamp and third brake lamp do work (had brake lamps or signals not worked, hand signals would have been an option as described on page 38 of the online drivers manual, and required equipment is outlined on page 110 of same). The extent of overall damage to the vehicle was not so extensive to keep it from being driven despite appearances.
We do not jeopardize a vehicle, or ourselves (this one was driven by the same co-owner that did the drivability assessment), simply to forego towing. Towing a vehicle is not without its own risks and exposures. We make an assessment of the vehicle and do what we believe is best for the vehicle, period.
Every once in a while we choose to not perform repairs for a potential customer – it sometimes becomes obvious early-on that we are not a good fit. Over the Christmas holiday time off, my co-owner and I discussed this vehicle and customer and we concluded that we would be choosing not to do the repair, and that we would request the owner have it moved. Upon arriving back in the office December 28th, we learned that morning prior to us notifying the customer, that she had already made the decision to move the vehicle to another repairer. We are grateful for her choosing this as it is undoubtedly best for both of us.
Another note, the tow company hired to tow the vehicle to another facility did not use a flat-bed tow truck. We notified Ms. [redacted] of this when the truck arrived and the towing proceeded. It was our impression that the tow was ordered by USAA Insurance company, we are unaware of a towing cost and amount to Ms. [redacted] and we have not been notified by USAA either way. I did not find a dollar amount on the complaint form.
We truly wish her well and hope she finds satisfaction with another facility and the repairs they perform.
Thank you for your time and consideration in this matter.
Sincerely,
Camille E[redacted]
President and Second Generation Owner
Roth & Miller Autobody, Inc.
d.b.a. Fix Auto Portland East and
Fix Auto Gladstone
Thank you for the opportunity to provide our side of the storyWe are a third-generation local family business in the community since 1946; our current owners are second and third generation of the family When the parties involved don't develop a positive rapport with each other right away, it's rare it is established as a repair progressesThis rapport did not adequately develop, so in this particular case, it ended in the best way possible, a parting of ways WITHOUT us performing ANY REPAIR and absolutely AT NO COST to the customer This customer vehicle came into our Fix Auto Gladstone location ( [redacted] ***.) because it had rear damage caused by backing it into a truckShe seemed upset by this unfortunate incident and reasonably so, no one enjoys having their vehicle damagedThere was a miscommunication with Ms [redacted] on the method we'd use to move the car from one facility to the other; our Gladstone location manager, Scott, did not lie to her and say the vehicle would be towed, contrary to Ms [redacted] claim All vehicles with intact suspensions are driven at some point to move it to perform the various stages of repair within our facilityAdditionally, many vehicles are driven to diagnose road-worthiness and drivability and to test drive after repairsTo determine if this vehicle was a candidate to be driven (vstowed) to our other location for repair, my co-owner, William B***, visually inspected the damages, preformed a light function test and test-drove it to assess drivabilityThe conclusion was that it was suitable to be drivenThere are some broken rear left lamp lenses, but the bulbs are the correct colors and light up when turned on and using the brakes (upon initially looking at the rear left lamps one would be surprised they actually did operate); the left rear blinker flashes at a pace faster than normal, but it works; an inner tail lamp doesn't work, however, the companion outer tail lamp and combined brake lamp and third brake lamp do work (had brake lamps or signals not worked, hand signals would have been an option as described on page of the online drivers manual, and required equipment is outlined on page of same)The extent of overall damage to the vehicle was not so extensive to keep it from being driven despite appearances We do not jeopardize a vehicle, or ourselves (this one was driven by the same co-owner that did the drivability assessment), simply to forego towingTowing a vehicle is not without its own risks and exposuresWe make an assessment of the vehicle and do what we believe is best for the vehicle, period Every once in a while we choose to not perform repairs for a potential customer – it sometimes becomes obvious earthat we are not a good fitOver the Christmas holiday time off, my co-owner and I discussed this vehicle and customer and we concluded that we would be choosing not to do the repair, and that we would request the owner have it movedUpon arriving back in the office December 28th, we learned that morning prior to us notifying the customer, that she had already made the decision to move the vehicle to another repairerWe are grateful for her choosing this as it is undoubtedly best for both of us Another note, the tow company hired to tow the vehicle to another facility did not use a flat-bed tow truckWe notified Ms [redacted] of this when the truck arrived and the towing proceededIt was our impression that the tow was ordered by USAA Insurance company, we are unaware of a towing cost and amount to Ms [redacted] and we have not been notified by USAA either wayI did not find a dollar amount on the complaint form We truly wish her well and hope she finds satisfaction with another facility and the repairs they perform Thank you for your time and consideration in this matter Sincerely, Camille E [redacted] President and Second Generation Owner Roth & Miller Autobody, Inc d.b.aFix Auto Portland East and Fix Auto Gladstone
Thank you for the opportunity to provide our side of the story. We are a third-generation local family business in the community since 1946; our current owners are second and third generation of the family.
When the parties involved don't develop a positive rapport with each other right away,...
it's rare it is established as a repair progresses. This rapport did not adequately develop, so in this particular case, it ended in the best way possible, a parting of ways WITHOUT us performing ANY REPAIR and absolutely AT NO COST to the customer.
This customer vehicle came into our Fix Auto Gladstone location ([redacted].) because it had rear damage caused by backing it into a truck. She seemed upset by this unfortunate incident and reasonably so, no one enjoys having their vehicle damaged. There was a miscommunication with Ms. [redacted] on the method we'd use to move the car from one facility to the other; our Gladstone location manager, Scott, did not lie to her and say the vehicle would be towed, contrary to Ms. [redacted] claim.
All vehicles with intact suspensions are driven at some point to move it to perform the various stages of repair within our facility. Additionally, many vehicles are driven to diagnose road-worthiness and drivability and to test drive after repairs. To determine if this vehicle was a candidate to be driven (vs. towed) to our other location for repair, my co-owner, William B[redacted], visually inspected the damages, preformed a light function test and test-drove it to assess drivability. The conclusion was that it was suitable to be driven. There are some broken rear left lamp lenses, but the bulbs are the correct colors and light up when turned on and using the brakes (upon initially looking at the rear left lamps one would be surprised they actually did operate); the left rear blinker flashes at a pace faster than normal, but it works; an inner tail lamp doesn't work, however, the companion outer tail lamp and combined brake lamp and third brake lamp do work (had brake lamps or signals not worked, hand signals would have been an option as described on page 38 of the online drivers manual, and required equipment is outlined on page 110 of same). The extent of overall damage to the vehicle was not so extensive to keep it from being driven despite appearances.
We do not jeopardize a vehicle, or ourselves (this one was driven by the same co-owner that did the drivability assessment), simply to forego towing. Towing a vehicle is not without its own risks and exposures. We make an assessment of the vehicle and do what we believe is best for the vehicle, period.
Every once in a while we choose to not perform repairs for a potential customer – it sometimes becomes obvious early-on that we are not a good fit. Over the Christmas holiday time off, my co-owner and I discussed this vehicle and customer and we concluded that we would be choosing not to do the repair, and that we would request the owner have it moved. Upon arriving back in the office December 28th, we learned that morning prior to us notifying the customer, that she had already made the decision to move the vehicle to another repairer. We are grateful for her choosing this as it is undoubtedly best for both of us.
Another note, the tow company hired to tow the vehicle to another facility did not use a flat-bed tow truck. We notified Ms. [redacted] of this when the truck arrived and the towing proceeded. It was our impression that the tow was ordered by USAA Insurance company, we are unaware of a towing cost and amount to Ms. [redacted] and we have not been notified by USAA either way. I did not find a dollar amount on the complaint form.
We truly wish her well and hope she finds satisfaction with another facility and the repairs they perform.
Thank you for your time and consideration in this matter.
Sincerely,
Camille E[redacted]
President and Second Generation Owner
Roth & Miller Autobody, Inc.
d.b.a. Fix Auto Portland East and
Fix Auto Gladstone