Goff's Auto Body, Inc.

I spoke with this customer. I explained to him that we did not know he was trying to keep his claim under a certain dollar amount and per our agreement with his insurance company, we simply billed them directly for the repair costs. Our staff does not have knowledge of certain thresholds that...

prevent rate increases by a certain insurance company. I have refunded the $100.53 back to his insurance company as a customer service in hopes that his rates will be reduced. Mr. [redacted] seems pleased with this solution and has agreed that he is satisfied with this resolution.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

My vehicle was involved in a hit n run incident and brought to Goff's for an estimate of repairs. [redacted] at Goffs contacted me the day after receipt of the vehicle and told me I needed to sign a form and fax back. I faxed back within 2 hrs. I then contacted Goff's again for a timeframe and I spoke to [redacted]. He told me within 48 hrs. he would have an estimate and when I asked him if it could be sooner, he snapped at me. I was contacted a week later to be informed that my car is a total loss. [redacted] called me and gave me the estimate and had three excuses why they couldn't get to it and why they didn't call me. I told them that those excuses are not my problem and I was told 48 hrs.. I told him I wasn't going to call because he snapped at me initially and that this is handled between Goffs and my Insurance Co, State Farm. If I would have received my estimate within 48 hrs. I could have been able to look for another car without taking time off from work. Since I had to wait a week, I have had to ask off of work for both jobs and got a verbal warning from my employer that this should have been dealt with in the first week. Poor service on their part caused emergency on my part without any consideration of what I had to deal with. State Farm contacted Goffs and asked for them to pay for an additional week so I could look for a car since they took so long during the time that I had days off. Goff's would not budge. The only reason I went to Goff's was because of all their advertising of taking good care of their customers???

Review: I needed car repair done in December 2014 for a scrape along the side of a Sonic. I obtained 3 repair estimates for car and Goff's estimate was over $250 dollars more than other estimates but they were my insurance company's (American Family) preferred provider so I chose them to have car repairs completed. Goff's estimate for car repairs was $1,495.76 which just happened to be just below $1,500 repair cost that would make my insurance rates increase ($1,495.76 - $500 deductible = $995.76 claim). I expected repairs to be done for that amount or less. At no time during repairs was I asked if Goff's could do repair not covered in estimate. Goff did call several times during repair process to give me updates of when car repair would be completed but never mentioned the repair cost would be increases. Sense I had to just pay the $500 deductible when I picked up car I didn't notice Goff's had inflated the bill for repairs to $1,596.29 without my approval. Goff's is aware that $1,000 is typical cutoff for increased insurance rates. I didn't notice until July 2015 when I received my car insurance bill that my rates went up over $150 for 6 month premium. When shopping for car insurance due to what seem like excessive rate increase I was told that I had a claim for over $1,000 on car. At this point I reviewed receipt Goff's gave me and noticed they had raised car repair costs without my approval.Desired Settlement: I want Goff's to resubmit the insurance claim for only $995.76 that I had agreed to and pay back American Family overage ($100.53) so that claim is reclassified as being a claim for only $995.76; or I would like this complaint filed on Revdex.com site to warn others of Goff's business practice of inflating repair costs without notifying customers which can have adverse effects on peoples car insurance rates.

Business

Response:

I spoke with this customer. I explained to him that we did not know he was trying to keep his claim under a certain dollar amount and per our agreement with his insurance company, we simply billed them directly for the repair costs. Our staff does not have knowledge of certain thresholds that prevent rate increases by a certain insurance company. I have refunded the $100.53 back to his insurance company as a customer service in hopes that his rates will be reduced. Mr. [redacted] seems pleased with this solution and has agreed that he is satisfied with this resolution.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

My car was repaired at the West Allis location and I was so impressed with the service from start to finish. The staff were exceptionally thorough and very helpful. They communicated at critical times and answered my questions as they came up. I am really happy to know that there is a service in my area, that I hope I never will need again, that is so dependable and trustworthy.