Fourth Street Motor Company, Inc.

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Work was not completed as promised. Excuses galore but wont deliver work when promised.

Review: I was in an accident on 2/12/2014 and I had my car towed to Fourth street motor company to be repaired. After my insurance company come out and did the estimate of damages I asked the Assistant Director of Operations, [redacted] how long it was going to take for them to fix my car? He informed me that it was going to take couple of days once they received the parts. I than asked how long did he think it was take for the part to get to them. He said " about 2-3 day some of them are coming from Michigan." I thanked him then hung up. Several days later I called back and inquired on the stage of develop my car was in. Again, [redacted] informed me that the parts had not come in. I was very concerned, as I had a limited amount of time on my rental. I explained in detail my rental situation to [redacted]. He insured me that my car would be ready before I had to turn my rental in. Needless to say several more weeks passed many phone calls were made and every time I called I was reassurance by [redacted] that my car would be ready. However, it was not ready and I was forced me make other arrangement for transportation as I had to turn my rental in. At this point I was upset asked [redacted] if they would waive my deductible since I had to pay out of pocket to secure other means of transportation due to their inability to fulfill their obligation to have my car ready in timely manner. In the end they only took off 100.00 my deductible.Desired Settlement: In my opinion their business practices were unethical and I want my full deductible to refunded to me.

Business

Response:

In response to the letter submitted by [redacted], I respect and understand her concerns. However, having personally handled this claim from start to finish, I feel we

did absolutely everything we could to return her vehicle to her as quickly as possible and were more than courteous throughout the repair process. [redacted] states her accident was on 2/12/14, but her vehicle did not arrive on my lot until Monday 2/17/14. I noticed the vehicle upon arriving that morning and was

surprised, not having any information on it. The vehicle had severe left front suspension damage and was not drivable. The customer called later that morning to check the status of her vehicle. After clarifying all of the necessary information, I contacted her insurance adjuster. I was informed by her adjuster

that the inspection and estimate would be done the following day, Tuesday 2-18-14. The next day, [redacted] contacted me at least twice prior to the adjuster arriving to inspect the vehicle. After the adjuster arrived and did their part that afternoon, I was informed that the estimate would be emailed to me the next day. First thing Wednesday morning, the customer called to check the status. I reviewed with her my conversation with her adjuster, and told her that I had not yet received the estimate. I then contacted the adjuster and the estimate was emailed within the hour. The customer called again that afternoon, and I informed her that I had everything I needed and that her parts were now on order. I did my best to explain the repair process and the wait times I expected on her parts, hoping at that point she would be patient and let us do our part. In the following days, [redacted] called every day, if not twice a day.

Early in the following week, the customer stopped by the shop to ask me why her car had not been touched yet. I explained to her that I was still waiting on parts to arrive, and that the parts were coming from another state. I also explained that her car was a [redacted], and that [redacted] is no longer in production which causes some parts to be difficult to come by. I also did my best to explain to her how busy we are this time of year, that her car showed up as a surprise and was not movable, and that we were doing out best to work it in with our many other scheduled vehicles. Finally I told her that once all parts arrived, the vehicle had to be towed into the shop and all of the suspension work would be done at one time. At the end of that week the final part, which was a replacement wheel, had arrived and was immediately sent out to have the new tire mounted and balanced. After delays from a snow day that Monday, the vehicle was towed into the shop that Tuesday 3-4-14 and all suspension work was completed by the following morning. The vehicle was then sent out for the alignment. Not long after its arrival, the other shop contacted me and told me her vehicle would need a tie rod replaced on the opposite side in order to align the front end, and that it was due to a simple wear and tear issue. I immediately called [redacted] with a quote on the additional repair. She did not respond back until late that afternoon, nearly 4:45 PM. I called my parts supplier and he delivered the part to the alignment shop before they closed that afternoon. The following morning the alignment had been completed and vehicle was returned to us.

[redacted] called checking on her vehicle and explained that she would soon be running out of rental coverage. Knowing the customer had another car, I gave her the option of picking up her vehicle since it was now safely drivable. I told her we could complete the minor body repairs at a later date at her convenience. She refused the offer and insisted that all repairs needed to be completed before she would pick up her car. I said Ok, and told her I understand her rental situation, and that we would complete the remaining repair work as quickly as possible. The customer contacted me again asking if we could pay for her rental expenses. I apologized to her and explained that unfortunately we would not be able to, and that if any of the delays in the repair process were our fault, we would pick up her rental expenses without question. All repairs on [redacted] vehicle were completed Tuesday 3-11-14 and she was contacted immediately. She did not answer our call, so a message was left. After no response, the customer was called again. She informed us that she would be by to pick up her car Friday morning. After speaking with [redacted] again, we did sympathize with her, and agreed to deduct $[redacted] off of her $[redacted] deductible. Friday morning, [redacted] arrived to pick up her vehicle. After completing all of the final paper work and collecting all necessary payments, we apologized for any inconvenience and thanked her for her business.

In the weeks following the repairs, the General Manager has reached out to [redacted] asking for a total cost on her out-of-pocket rental expenses in an attempt to reimburse her. [redacted] has not yet responded with a total dollar amount.