Customer had called and indicated to us that she is unhappy with the repairs performed on her vehicle at our shop in November of 2014. As we maintain a limited lifetime warranty on any and all repairs performed on all vehicles repaired here at our shop and, as she stated that this is specifically an issue in the quality of a repair performed, we restated our warranty and asked her to bring the vehicle in for us to inspect the workmanship. As the conversation continued, she did indicate that she did have a new incident on the same side as her initial claim, which was repaired here back in November of 2014. We informed her that the warranty is voided when a new incident occurs, as it is new damage and, therefore, no longer covered, however, we will still take a look and address any complaints she has. When she did come in, she voiced her displeasure again and, upon inspecting the vehicle, we noticed that the new incident is a significant claim for which she put in an insurance claim. We inspected the previous work completed and found no fault in it. She indicated that she was told by the shop she had her vehicle appraised at after the new incident that whoever performed the work 3 years prior did a poor job, and that is when she called in with her complaint. At no time during her visit was any shop employee, manager, or owner rude, disrespectful, or anything other than receptive to any an all complaints the customer has. We stand by our limited lifetime warranty in any and all cases and, regardless of elapsed time, we always will reinspect the work and address any and all issues with the actual workmanship if the area is free of any new, significant damage to the area in question. If the customer is able to provide photos of the poor workmanship noticed after the new accident, will be happy to take a look and go over it again.
On 07/**/17, [redacted]’s 2011 Toyota Rav 4 was towed to our repair shop. As she is a [redacted] customer, [redacted] inspected the damages to her vehicle and provided us with an estimate of repairs. During repairs, one of our technicians noticed that the driver’s side front door stop sensor was missing...
on the vehicle and installed one as a courtesy. Upon completion of the repairs as per [redacted]’s estimate, [redacted] was advised to come and pick up her car. On 7/**/17, [redacted] came to our repair shop to retrieve her vehicle when she indicated that she was unhappy with the fitment of the flare on the left side quarter panel. She also noted that the right rear door interior trim panel was cracked, explaining to the shop that the damage was a result of the accident due to the presence of a passenger in the rear seat. As the flare was not replaced and trim panel was not noted on estimate, as per procedure, we spoke with [redacted]. [redacted] then supplemented the estimate to include the right rear interior trim panel and replacement of flare on the left side quarter panel. [redacted] took her vehicle with her and once the ordered parts were delivered, she would come in for the additional authorized repairs. On 07/**/17, [redacted] called our office to complain about a door light on her dashboard. In our discussions with [redacted] concerning this issue, it was brought to our attention that there were 2 prior claims filed for damage to the area in question. The first claim filed on 07/**/12 was filed to address damages to the left front corner of the vehicle and the left hinge pillar. The second claim was filed on 03/**/16 to address damages to were sustained to the left front door, left center pillar, and left rear door as a result of a T-Bone collision. It was explained to [redacted] several times that the issue she was complaining about was not brought to our attention at any point prior to when she b rought the vehicle in for the supplemental repairs to the trim panel and flare. We advised the customer that we would attempt to diagnose this new issue and speak with [redacted] to have them authorize repair as it was not related to the collision on 07/**/17. [redacted] assumed it was the repair shop’s responsibility to repair any and all issues with vehicle (even complaining about an engine noise) although it was explained that only items related to the collision and reported to [redacted] are what is repaired. The technician who had repaired her car, who was in the general office, overheard the conversation and explained to [redacted] that she would need to contact [redacted] several times when another employed blurted out “just tell her to [redacted]ing call [redacted].” The technician was counseled for unprofessional behavior and advised if behavior was ever repeated that he would face further disciplinary action. [redacted] dropped off her vehicle on 08/**/17, stating to [redacted] adjuster that she would NOT pick up the vehicle until EVERY issue on the vehicle was resolved. The flare was replaced as was the door trim, both being original parts from Toyota. On 08/**/17, a message was left on [redacted] phone advising her that her vehicle was repaired and ready was for pick up. She returned our call, stating her mother would be picking up the car on Monday 08/**/17. On Monday 08/**/17, [redacted]’s mother came to pick up the vehicle, complained about the replacement flare and door trim. We spoke with [redacted] and they authorized us to reorder another new trim panel and clips for the flare in an attempt to resolve the customers’ concerns. Customer will again drop off her vehicle once parts are delivered.
I feel if this little situation occured when a little bump its just gonna crumble to pieces I would like for them to put some kind of protection on the other parts that was done. I also have a claim for the current incident I am not asking to fix but if they want to do it. If not after I get this...
fix they can look over the parts they done and put protection on it.
Customer had called and indicated to us that she is unhappy with the repairs performed on her vehicle at our shop in November of 2014. As we maintain a limited lifetime warranty on any and all repairs performed on all vehicles repaired here at our shop and, as she stated that this is specifically an issue in the quality of a repair performed, we restated our warranty and asked her to bring the vehicle in for us to inspect the workmanship. As the conversation continued, she did indicate that she did have a new incident on the same side as her initial claim, which was repaired here back in November of 2014. We informed her that the warranty is voided when a new incident occurs, as it is new damage and, therefore, no longer covered, however, we will still take a look and address any complaints she has. When she did come in, she voiced her displeasure again and, upon inspecting the vehicle, we noticed that the new incident is a significant claim for which she put in an insurance claim. We inspected the previous work completed and found no fault in it. She indicated that she was told by the shop she had her vehicle appraised at after the new incident that whoever performed the work 3 years prior did a poor job, and that is when she called in with her complaint. At no time during her visit was any shop employee, manager, or owner rude, disrespectful, or anything other than receptive to any an all complaints the customer has. We stand by our limited lifetime warranty in any and all cases and, regardless of elapsed time, we always will reinspect the work and address any and all issues with the actual workmanship if the area is free of any new, significant damage to the area in question. If the customer is able to provide photos of the poor workmanship noticed after the new accident, will be happy to take a look and go over it again.
On 07/**/17, [redacted]’s 2011 Toyota Rav 4 was towed to our repair shop. As she is a [redacted] customer, [redacted] inspected the damages to her vehicle and provided us with an estimate of repairs. During repairs, one of our technicians noticed that the driver’s side front door stop sensor was missing...
on the vehicle and installed one as a courtesy. Upon completion of the repairs as per [redacted]’s estimate, [redacted] was advised to come and pick up her car. On 7/**/17, [redacted] came to our repair shop to retrieve her vehicle when she indicated that she was unhappy with the fitment of the flare on the left side quarter panel. She also noted that the right rear door interior trim panel was cracked, explaining to the shop that the damage was a result of the accident due to the presence of a passenger in the rear seat. As the flare was not replaced and trim panel was not noted on estimate, as per procedure, we spoke with [redacted]. [redacted] then supplemented the estimate to include the right rear interior trim panel and replacement of flare on the left side quarter panel. [redacted] took her vehicle with her and once the ordered parts were delivered, she would come in for the additional authorized repairs. On 07/**/17, [redacted] called our office to complain about a door light on her dashboard. In our discussions with [redacted] concerning this issue, it was brought to our attention that there were 2 prior claims filed for damage to the area in question. The first claim filed on 07/**/12 was filed to address damages to the left front corner of the vehicle and the left hinge pillar. The second claim was filed on 03/**/16 to address damages to were sustained to the left front door, left center pillar, and left rear door as a result of a T-Bone collision. It was explained to [redacted] several times that the issue she was complaining about was not brought to our attention at any point prior to when she b rought the vehicle in for the supplemental repairs to the trim panel and flare. We advised the customer that we would attempt to diagnose this new issue and speak with [redacted] to have them authorize repair as it was not related to the collision on 07/**/17. [redacted] assumed it was the repair shop’s responsibility to repair any and all issues with vehicle (even complaining about an engine noise) although it was explained that only items related to the collision and reported to [redacted] are what is repaired. The technician who had repaired her car, who was in the general office, overheard the conversation and explained to [redacted] that she would need to contact [redacted] several times when another employed blurted out “just tell her to [redacted]ing call [redacted].” The technician was counseled for unprofessional behavior and advised if behavior was ever repeated that he would face further disciplinary action. [redacted] dropped off her vehicle on 08/**/17, stating to [redacted] adjuster that she would NOT pick up the vehicle until EVERY issue on the vehicle was resolved. The flare was replaced as was the door trim, both being original parts from Toyota. On 08/**/17, a message was left on [redacted] phone advising her that her vehicle was repaired and ready was for pick up. She returned our call, stating her mother would be picking up the car on Monday 08/**/17. On Monday 08/**/17, [redacted]’s mother came to pick up the vehicle, complained about the replacement flare and door trim. We spoke with [redacted] and they authorized us to reorder another new trim panel and clips for the flare in an attempt to resolve the customers’ concerns. Customer will again drop off her vehicle once parts are delivered.
I feel if this little situation occured when a little bump its just gonna crumble to pieces I would like for them to put some kind of protection on the other parts that was done. I also have a claim for the current incident I am not asking to fix but if they want to do it. If not after I get this...
fix they can look over the parts they done and put protection on it.