To Whom it May Concern,Our general manager has attempted to contact Mrand Mrs*** to reconcile the issue and has received no responseThere was no intention to mislead or deceive the customers in question, who have incidentally, used our shop in the past for repairsWe took their vehicle
in for repairs and received a signed authorization to complete repairs from Mrs*** *** (see attached)The vehicle was sent to the mechanic shop we use to diagnose some suspension issues that had to be resolved before body repairs would begin at our shopMr*** insisted that they had not authorized this to be completed and instructed us to release their vehicle back to themUnbeknownst to the estimator and manager of the shop, there was obviously a miscommunication that occurred at some point during the two days we had their vehicleWe intended on filling the claim with the ***'s insurance company and completing the repairs as they had authorized us to do when they had the vehicle towed to our shopIt is the opinion of the estimator, manager and general manager that the requested refund of towing and diagnostic charges not be refunded to the customers
To Whom It May Concern, The customer in question dropped off her vehicle for repairs on March 23rd and signed an authorization to repair (see attached) and was swith an Enterprise rental vehicle while repairs would be completedIn signing our authorization to repair, she agreed to allow
Heppner’s to perform the repairs to her vehicle as approved by her insurance companyThe estimator followed his procedure and had the car washed and inspected before any repairs would beginAt his initial inspection, he noticed there was damage on all four corners of the vehicle, so he called the customer to verify which section of the vehicle she was making the insurance claim onShe confirmed to the estimator that the rear bumper was to be repairedHis preliminary estimate included some new parts, but as is required with all State Farm Insurance estimates, the estimator subsequently used their parts database search to find a less expensive, LKQ (like, kind, and quality) part to use instead of the new partThese changes in the type of replacement parts accounts for the change in estimate totalThe use of these types of parts is highly encouraged by insurance companies and therefore are used quite frequentlyThe preliminary estimate the customer received on the 24th included the new parts because the parts database search takes some time, and was not completed until after the customer had left the shop that dayAfter the estimator had left work for the day, the insurance company called regarding the repairsThere was a discussion about which section of the rear of the vehicle was to be repaired under the insurance claimThe pre-existing damage to the left-side quarter panel, which the customer wanted to include under this claim, was deemed unrelated by both our estimator and by the insurance companyThe insurance company only approved the rear bumper repairsThe final estimate (see attached) was uploaded to State Farm and approvedOn March 25th, the estimator called the customer repeatedly to try and reach her to discuss the unrelated prior damage that she wanted repaired under the insurance claimHe was unable to reach her and wasn’t able to leave a message because her voicemail inbox was fullShe called the shop back later that day and stated she did not want repairs to continue and that she would pick the vehicle up at the shopThe technician working on the vehicle reassembled the vehicle and the customer came by to pick it upThe customer was given the final approved estimate (see attached)She questioned the difference in amounts between the preliminary estimate and the final estimateThe reason for the price change was explained (see above explanation regarding parts type changes) to the customerThe desired settlement is not possibleThe insurance company approved the final estimate at a total of $which only covered the repairs to the rear bumper, not the left quarter panelThe quarter panel was determined to be damaged in an unrelated incidentThe insurance company would not pay for repairs to be completed to a section of the vehicle that was damaged separatelyThe customer has subsequently “cashed-out” and decided not to have the repairs done at our repair shop
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: the statements made by the business are not factualThe only items that were truthfully reported were 1) I declined the warranty because they reassured me that the vehicle was in pristine working condition (other than the radio); 2) they waved the processing fee of $because the radio did not work; and 3) I have left reviews on *** and *** about this business and their practicesI paid $5,for this vehicle; that is not a small amount of moneyI purchased it from a group of men who were very pleasant during the buying process and reassured me that the vehicle was a great vehicle--I was naive and should have done my due diligence and checked reviews of this business myself (there are several reviews on several sites from individuals who have experienced similar as I--this is public information)That is not a small amount of money to have shelled outI would never wish the next person be taken advantage of and be "duped," as I wasThat is the reason I left the reviews. Their response, including "direct quotes," are completely fabricatedOR they are confusing my purchase with another unsatisfied customer. The vehicle has not been driven because it cannot be driven--this can be confirmed with a mileage check or a call to the mechanics at *** *** *** *** who urged me to contact the dealer because the car is in fact, a lemon (and had 30-day paper tags on it). Regards,
*** ***
I am rejecting this response because:My quarter panel was not damaged in a separate incident and ALL 4 conrners of my vehicle we're not damaged. Furthermore, the receptionist misrepresented the document signed and said that it was needed to perform an estimate. After several attempts to get an answer from Heppners regarding the damaged - he stated that there was no determination made about my quarter panel. I'm my most recent contact with the insurance company the damage was still under investigation because Heppners did not send the photos needed in a timely fashion. They were given 3 days to perform and estimate and still prolonged a very simple process. The estimate was not lowered until after Heppners was informed that their services were not needed and that I would be cashing out instead.
Good afternoon,On October 4, 2017, [redacted] contacted us with interest in test driving and possibly purchasing a vehicle we had for sate. 2010 [redacted] to be exact. We arranged for her to come in for a test drive and to inspect the vehicle.When she arrived, she was accompanied by her...
father, whom she claimed was a mechanic for 30 years and her kids. [redacted] and her father inspected the vehicle and test drove it. At no time did they ask, nor did we talk about the vehicle being in perfect tip top condition. In fact, we gave them the option as we do with all our customers to take the vehicle to a certified mechanic to get checked out prior to making a purchase. We also offer third party warranty. But as stated before, [redacted] would decline the offer and state that her father was a mechanic for 30 years. We aren't quite sure as to what happened; they test drove the vehicle two separate times and everything checked out. The only issue they mentioned to us was the radio not working. We explained to her the cost of another radio and discounted the safe price by $400 to get the radio fixed on her own. We asked [redacted] again about purchasing a warranty. She declined as her father laughed and stated, "She has a lifetime warranty; I've been working at the Post Office for the past 30 Years as a mechanic and can fix anything."[redacted] signed our No Warranty form and left our dealer. We did not hear back frost [redacted] until the third week; November 2" to be exact. [redacted] calfed us and stated that her brakes are making noises and if we can help her. Although the vehicle was bought "As-is' ws told her to bring the vehicle by, so we can check it out. She stated that she would be by that afternoon but never came. We then hear back from [redacted] on November 17 when she calls and states that her vehicle needs an engine. She stated that the vehicle was running hot for a few days and did not get it check out. in fact, she drove the vehicle until it overheated. explained to [redacted] that she was supposed to stop by weeks ago when she had issues with her brakes. We haven't heard back for you nor have you come by; [redacted] says, "What Ever" and hangs up the phone. We haven't heard back from [redacted] but have received bad reviews on [redacted], [redacted], and this later from the Revdex.com. We sold [redacted] a car As-is. We are not required to warranty the vehicle. We do offer third party Warranty which needs to be purchased at the time the vehicle is sold but [redacted] declined. Attached is this form she signed declined such warranty. At this time, we feel the sale was justified. We gave [redacted] and her father ample options in getting the vehicle checked out. We offered to look at the vehicle when she had brake issues. We have gone above and beyond to try and remedy this situation. Unfortunately, I apologize things didn't work out.[redacted]
I am rejecting this response because:No matter what a deceitful company will not change and yes they had done work on our car before that's exactly why they felt they could do whatever they wanted to do so at. This point this matter is not worth my time and knowing that they have lost our business as well as those close to us so thanks Revdex.com for looking into this matter for us
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
To Whom It May Concern: The estimate was completed on the portion of the vehicle that was included in the claim with the customer’s insurance company. The completed estimate and photos were sent to the insurance company in the required time. The claim representative from the insurance company agreed with our estimator that the damage to the quarter panel was unrelated to the claim in question. Our receptionist knows that the work authorization form only pertains to customers who are dropping their vehicles off for repairs; not for estimate-only customers. We only have one authorization to repair form and that is what the customer signed when she dropped off her vehicle and was set up in a rental vehicle. The customer will have to speak with an appraiser from her insurance company to have a re-inspection completed to determine if further payout is allowed on her claim. Heppner’s has done all we have been instructed to do as far as releasing the car back to the customer and zeroing out the repair order from our system because repairs were canceled.
Final Consumer Response /* (2000, 5, 2015/12/30) */
Hi, My name is [redacted] and I filed a complaint against Heppners Auto Body regarding an accident that I had back in July, 2015.
Since filing the complaint I just spoke with Heppners Auto Body and the situation is resolved. I...
misunderstood some of the coding on the auto estimate and so the complaint has been resolved. If you have any questions, please do not hesitate to contact me. Thank you. [redacted]
To Whom it May Concern,We have come to an agreement on issuing Mr. and Mrs. [redacted] a partial refund for the repairs to their vehicle and apologized for the inconvenience caused during the lengthy repair. The complaint and desired settlement have been resolved to the best of our...
knowledge. Sincerely,Laura K. [redacted]Vice President, Heppner's Auto Body
To Whom it May Concern,Our general manager has attempted to contact Mrand Mrs*** to reconcile the issue and has received no responseThere was no intention to mislead or deceive the customers in question, who have incidentally, used our shop in the past for repairsWe took their vehicle
in for repairs and received a signed authorization to complete repairs from Mrs*** *** (see attached)The vehicle was sent to the mechanic shop we use to diagnose some suspension issues that had to be resolved before body repairs would begin at our shopMr*** insisted that they had not authorized this to be completed and instructed us to release their vehicle back to themUnbeknownst to the estimator and manager of the shop, there was obviously a miscommunication that occurred at some point during the two days we had their vehicleWe intended on filling the claim with the ***'s insurance company and completing the repairs as they had authorized us to do when they had the vehicle towed to our shopIt is the opinion of the estimator, manager and general manager that the requested refund of towing and diagnostic charges not be refunded to the customers
To Whom It May Concern, The customer in question dropped off her vehicle for repairs on March 23rd and signed an authorization to repair (see attached) and was swith an Enterprise rental vehicle while repairs would be completedIn signing our authorization to repair, she agreed to allow
Heppner’s to perform the repairs to her vehicle as approved by her insurance companyThe estimator followed his procedure and had the car washed and inspected before any repairs would beginAt his initial inspection, he noticed there was damage on all four corners of the vehicle, so he called the customer to verify which section of the vehicle she was making the insurance claim onShe confirmed to the estimator that the rear bumper was to be repairedHis preliminary estimate included some new parts, but as is required with all State Farm Insurance estimates, the estimator subsequently used their parts database search to find a less expensive, LKQ (like, kind, and quality) part to use instead of the new partThese changes in the type of replacement parts accounts for the change in estimate totalThe use of these types of parts is highly encouraged by insurance companies and therefore are used quite frequentlyThe preliminary estimate the customer received on the 24th included the new parts because the parts database search takes some time, and was not completed until after the customer had left the shop that dayAfter the estimator had left work for the day, the insurance company called regarding the repairsThere was a discussion about which section of the rear of the vehicle was to be repaired under the insurance claimThe pre-existing damage to the left-side quarter panel, which the customer wanted to include under this claim, was deemed unrelated by both our estimator and by the insurance companyThe insurance company only approved the rear bumper repairsThe final estimate (see attached) was uploaded to State Farm and approvedOn March 25th, the estimator called the customer repeatedly to try and reach her to discuss the unrelated prior damage that she wanted repaired under the insurance claimHe was unable to reach her and wasn’t able to leave a message because her voicemail inbox was fullShe called the shop back later that day and stated she did not want repairs to continue and that she would pick the vehicle up at the shopThe technician working on the vehicle reassembled the vehicle and the customer came by to pick it upThe customer was given the final approved estimate (see attached)She questioned the difference in amounts between the preliminary estimate and the final estimateThe reason for the price change was explained (see above explanation regarding parts type changes) to the customerThe desired settlement is not possibleThe insurance company approved the final estimate at a total of $which only covered the repairs to the rear bumper, not the left quarter panelThe quarter panel was determined to be damaged in an unrelated incidentThe insurance company would not pay for repairs to be completed to a section of the vehicle that was damaged separatelyThe customer has subsequently “cashed-out” and decided not to have the repairs done at our repair shop
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: the statements made by the business are not factualThe only items that were truthfully reported were 1) I declined the warranty because they reassured me that the vehicle was in pristine working condition (other than the radio); 2) they waved the processing fee of $because the radio did not work; and 3) I have left reviews on *** and *** about this business and their practicesI paid $5,for this vehicle; that is not a small amount of moneyI purchased it from a group of men who were very pleasant during the buying process and reassured me that the vehicle was a great vehicle--I was naive and should have done my due diligence and checked reviews of this business myself (there are several reviews on several sites from individuals who have experienced similar as I--this is public information)That is not a small amount of money to have shelled outI would never wish the next person be taken advantage of and be "duped," as I wasThat is the reason I left the reviews. Their response, including "direct quotes," are completely fabricatedOR they are confusing my purchase with another unsatisfied customer. The vehicle has not been driven because it cannot be driven--this can be confirmed with a mileage check or a call to the mechanics at *** *** *** *** who urged me to contact the dealer because the car is in fact, a lemon (and had 30-day paper tags on it). Regards,
*** ***
I am rejecting this response because:My quarter panel was not damaged in a separate incident and ALL 4 conrners of my vehicle we're not damaged. Furthermore, the receptionist misrepresented the document signed and said that it was needed to perform an estimate. After several attempts to get an answer from Heppners regarding the damaged - he stated that there was no determination made about my quarter panel. I'm my most recent contact with the insurance company the damage was still under investigation because Heppners did not send the photos needed in a timely fashion. They were given 3 days to perform and estimate and still prolonged a very simple process. The estimate was not lowered until after Heppners was informed that their services were not needed and that I would be cashing out instead.
Good afternoon,On October 4, 2017, [redacted] contacted us with interest in test driving and possibly purchasing a vehicle we had for sate. 2010 [redacted] to be exact. We arranged for her to come in for a test drive and to inspect the vehicle.When she arrived, she was accompanied by her...
father, whom she claimed was a mechanic for 30 years and her kids. [redacted] and her father inspected the vehicle and test drove it. At no time did they ask, nor did we talk about the vehicle being in perfect tip top condition. In fact, we gave them the option as we do with all our customers to take the vehicle to a certified mechanic to get checked out prior to making a purchase. We also offer third party warranty. But as stated before, [redacted] would decline the offer and state that her father was a mechanic for 30 years. We aren't quite sure as to what happened; they test drove the vehicle two separate times and everything checked out. The only issue they mentioned to us was the radio not working. We explained to her the cost of another radio and discounted the safe price by $400 to get the radio fixed on her own. We asked [redacted] again about purchasing a warranty. She declined as her father laughed and stated, "She has a lifetime warranty; I've been working at the Post Office for the past 30 Years as a mechanic and can fix anything."[redacted] signed our No Warranty form and left our dealer. We did not hear back frost [redacted] until the third week; November 2" to be exact. [redacted] calfed us and stated that her brakes are making noises and if we can help her. Although the vehicle was bought "As-is' ws told her to bring the vehicle by, so we can check it out. She stated that she would be by that afternoon but never came. We then hear back from [redacted] on November 17 when she calls and states that her vehicle needs an engine. She stated that the vehicle was running hot for a few days and did not get it check out. in fact, she drove the vehicle until it overheated. explained to [redacted] that she was supposed to stop by weeks ago when she had issues with her brakes. We haven't heard back for you nor have you come by; [redacted] says, "What Ever" and hangs up the phone. We haven't heard back from [redacted] but have received bad reviews on [redacted], [redacted], and this later from the Revdex.com. We sold [redacted] a car As-is. We are not required to warranty the vehicle. We do offer third party Warranty which needs to be purchased at the time the vehicle is sold but [redacted] declined. Attached is this form she signed declined such warranty. At this time, we feel the sale was justified. We gave [redacted] and her father ample options in getting the vehicle checked out. We offered to look at the vehicle when she had brake issues. We have gone above and beyond to try and remedy this situation. Unfortunately, I apologize things didn't work out.[redacted]
I am rejecting this response because:No matter what a deceitful company will not change and yes they had done work on our car before that's exactly why they felt they could do whatever they wanted to do so at. This point this matter is not worth my time and knowing that they have lost our business as well as those close to us so thanks Revdex.com for looking into this matter for us
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
To Whom It May Concern: The estimate was completed on the portion of the vehicle that was included in the claim with the customer’s insurance company. The completed estimate and photos were sent to the insurance company in the required time. The claim representative from the insurance company agreed with our estimator that the damage to the quarter panel was unrelated to the claim in question. Our receptionist knows that the work authorization form only pertains to customers who are dropping their vehicles off for repairs; not for estimate-only customers. We only have one authorization to repair form and that is what the customer signed when she dropped off her vehicle and was set up in a rental vehicle. The customer will have to speak with an appraiser from her insurance company to have a re-inspection completed to determine if further payout is allowed on her claim. Heppner’s has done all we have been instructed to do as far as releasing the car back to the customer and zeroing out the repair order from our system because repairs were canceled.
Final Consumer Response /* (2000, 5, 2015/12/30) */
Hi, My name is [redacted] and I filed a complaint against Heppners Auto Body regarding an accident that I had back in July, 2015.
Since filing the complaint I just spoke with Heppners Auto Body and the situation is resolved. I...
misunderstood some of the coding on the auto estimate and so the complaint has been resolved. If you have any questions, please do not hesitate to contact me. Thank you. [redacted]
To Whom it May Concern,We have come to an agreement on issuing Mr. and Mrs. [redacted] a partial refund for the repairs to their vehicle and apologized for the inconvenience caused during the lengthy repair. The complaint and desired settlement have been resolved to the best of our...
knowledge. Sincerely,Laura K. [redacted]Vice President, Heppner's Auto Body