Francis Collision Center

Initial Business Response / [redacted] (1000, 15, 2015/08/04) */ Francis Collision Centre is aware of ***'s complaint through other social media and understands that she has concerns about the repair work we completed for her We have looked over the Quality Checklist reports in her repair file and the vehicle was test driven and at the time the employee did not hear any bearing sound We offer a lifetime warranty and when [redacted] returned with her complaints of the vehicle we took care of itIn addition, unknown to management, our employee took it upon themselves to give her $for gas for her inconvenience We know that our own high expectations and standards of quality and service are not met 100% of the time and attempt to do whatever we can to make improvements in the repair process, quality checks and in our people that serve our customers We hope that our lifetime repair warranty will bring her peace of mind with her vehicle and that our effort to improve will satisfy her concerns As far as resolution, Francis Collision Centre will reimburse her for her gas expenses for her multiple tripsShe can let us know how much and where to send the paymentIf there are other issues with her car she can bring it in to have it corrected any time Most Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 17, 2015/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) this business refused to take my car on the highway where it is still shaking extremely bad at high speedswhen the can it get in the vehicle to drive me home he almost immediately said he could tell there were bearing issuesupon further research I learned that there could have been a major accident due to that bearing being loose and there could have been severe damage done to my car when it was overlooked for so longI would Love to be reimbursed for the gas wasted driving back and forth for a job that is still over a month and a half later, not completedMy insurance company encouraged me to get a quote from a different mechanic shop for the proper Repairs because it seems clear that [redacted] is not dedicated to completing this taskwe also looked into the light issue on the front of my carthey were, once again, installed improperlythis business has my address and if they wanted to debt a check for the $in gas, they should have done soI truly question the work of this business since it has been over half a dozen trips and the job is not completedI'm curious if they would do more damage out of spite at this pointI do not trust them Final Business Response / [redacted] (4000, 23, 2015/08/18) */ The customers life time warranty is still in effect and we're more than happy to accommodate the customer anyway we canWe will even compensate them for any additional fuel expense for the commute to our facility and back Final Consumer Response / [redacted] (2000, 25, 2015/08/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 15, 2015/08/04) */
Francis Collision Centre is aware of [redacted]'s complaint through other social media and understands that she has concerns about the repair work we completed for her.
We have looked over the Quality Checklist reports in her repair file and the...

vehicle was test driven and at the time the employee did not hear any bearing sound.
We offer a lifetime warranty and when [redacted] returned with her complaints of the vehicle we took care of it. In addition, unknown to management, our employee took it upon themselves to give her $10 for gas for her inconvenience.
We know that our own high expectations and standards of quality and service are not met 100% of the time and attempt to do whatever we can to make improvements in the repair process, quality checks and in our people that serve our customers.
We hope that our lifetime repair warranty will bring her peace of mind with her vehicle and that our effort to improve will satisfy her concerns.
As far as resolution, Francis Collision Centre will reimburse her for her gas expenses for her multiple trips. She can let us know how much and where to send the payment. If there are other issues with her car she can bring it in to have it corrected any time.
Most Sincerely,
[redacted]
Initial Consumer Rebuttal /* (3000, 17, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
this business refused to take my car on the highway where it is still shaking extremely bad at high speeds. when the can it get in the vehicle to drive me home he almost immediately said he could tell there were bearing issues. upon further research I learned that there could have been a major accident due to that bearing being loose and there could have been severe damage done to my car when it was overlooked for so long. I would Love to be reimbursed for the gas wasted driving back and forth for a job that is still over a month and a half later, not completed. My insurance company encouraged me to get a quote from a different mechanic shop for the proper Repairs because it seems clear that [redacted] is not dedicated to completing this task. we also looked into the light issue on the front of my car. they were, once again, installed improperly. this business has my address and if they wanted to debt a check for the $30 in gas, they should have done so. I truly question the work of this business since it has been over half a dozen trips and the job is not completed. I'm curious if they would do more damage out of spite at this point. I do not trust them.
Final Business Response /* (4000, 23, 2015/08/18) */
The customers life time warranty is still in effect and we're more than happy to accommodate the customer anyway we can. We will even compensate them for any additional fuel expense for the commute to our facility and back.
Final Consumer Response /* (2000, 25, 2015/08/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

RE: Revdex.com complaint RO 57288Complaint ID 12310199 submitted on 8/4/17It is our understanding that this has been resolved with our shop and the vehicle was picked up and the deductible paid the day after this complaint was made. But for the purposes of Revdex.com response we have provided our job notes...

as to what occurred with this customer’s vehicle.     Thursday 7/13/17 the Vehicle was brought to our shop for repairs and checked in with the customer’s insurance adjuster and the insured customer RC.  The insured customer RC authorized another person DG to handle the repairs – the repair contract was signed authorizing repairs.  We immediately began the repair process to ensure a timely turn-around time for the insured and their insurance company.     Friday 7/14/17 changes were made to the estimate and the insured (RC) was contacted to get approval and authorization was given at 2:14 p.m. At that time insured requested that DG be contacted.     Saturday 7/15/17 vehicle was in process of repairs.     Monday 7/17/17 in morning customary status call was made before noon to inform customer vehicle was in Paint department. Message was left on phone #1 and phone #2 spoke with customer.     Monday 7/17/17 at 4 p.m. a different person **, unknown to us and not on the repair contract contacted us for the first time and asked us to stop repairs. Our estimator said they would look into and call back. The estimator determined that the vehicle was already painted and ready for reassembly.  Our estimator call the person ** back and left a message telling this person that repair contract was already signed to authorize repairs. No call back from this person **.     Wednesday 7/19/17 and Thursday 7/20/17 we attempted to customer on contract with both numbers had problems with one phone not accepting calls, and the other number’s voicemail box full could not leave a message.       Friday 7/21 Called the customer in the morning to inform vehicle in clean up and will call back later.  After noon, ** called back and said did not want repaired because insurance company is not going to repair vehicle correctly. (They did not authorize repairs, but we have a signed authorization on file from the customer and the vehicle was given to us to repair.)     At the end of the day 7/21 the vehicle was done and in detail. The estimator continued to have trouble contacting customer. Estimator said customer was working on issue with insurance company.     Thursday 7/27 person ** came in and spoke with estimator. Estimator told customer they must come get vehicle or they will start in incur storage charges, he gave them 5 more days to figure things out with their insurance company before storage charges or lien sale begin.     Wed 8/2 we sent a letter to the customer regarding potential storage and lien sale.     Friday 8/4 they made complaint to Revdex.com     Saturday 8/5 they came in to pick up their vehicle and paid their deductible. Work Order closed.In summary, we had one person drop off car and was our customer contact, another name as the insured, and then another person calling us to cancel when it was already too late to cancel. This repair order was set up by the insured with their insurance company.  The pick-up of their vehicle was delayed due to issues between the customer and their insurance carrier. We went out of our way to attempt to contact and communicate with the two, then three phone numbers and contacts we were given.  Also, our notes indicate that the call was not made on the 2nd day but after we had three repair days (Friday, Saturday and Monday) to work on the vehicle as authorized in the contract.