Generations Custom Auto & Collision, Inc.

First of all, I am sad this issue has arisen at all. Claims at [redacted] made a mistake in having the vehicle sent to us in the first place. Any vehicle over 9 years old, per their rules, is to be looked at by a field estimator. The truck arrived via [redacted]'s tow company. By allowing or...

authorizing it moved to our facility, a certain level of authoriztion is given by the owner. The truck had hidden damage that required a small amount of disassembly to be able to complete a thorough evaluation. The customer advised that the truck was leaking fluids and would not stay in park, therefore deeming it non driveable by his own admission. The front bumper and 2 grille pieces were removed as standard industry proceedure for a complete estimate. We at Generations did an estimate, as well as [redacted]. Both showed the damage to be over 70% of the trucks value, which is the total loss threshold. These numbers are determined by State law and Insurance policies. At that point, the [redacted] total loss unit took over from the estimator. Normal procedure at that point is for the insurance company to settle with the owner and take possession of the damage and totaled vehicle. At this point, the insurance would normally pick up the "salavage" in a timely manner. Instead of this happening, Mr. [redacted] elected to "retain" the salvage, which is his right. The truck was not road worthy from the transmission leak as well as shifter problems. That is why it was towed in to begin with.  Once [redacted] agreed to pay the tow bill to return it to Mr. [redacted], the front bumper was loosely reinstalled, and the 2 grille pieces laid in the truck. It was then towed back to his home. No storage charges were charged of Mr. [redacted] by Generations, even though they legally could have been. Once he elected to retain salvage, the truck was his responsibility. The argument about reassembling the truck was an issue to be resolved with [redacted], not Generations. We were working in good faith to simply estimate and evaluate damages. If [redacted] had elected to pay to reassemble the truck, we would gladly have done so. I believe he either wanted the truck reassembled or delivered back to his home. It was in fact partially reassembled, and delivered back in a timely manner. We are not involved in claims settlement, nor were we included in any of the discussions that led up to this point, other than to know that Mr. [redacted] did not want the truck totalled. We are responding to these accusations in good faith. I hope that Mr. [redacted] and Natiowide can sort this out. We in no way intended any harm to Mr. [redacted].   Sincerely, [redacted], Generations Custom Auto and Collision Inc.