Gran Prix Collision Center

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
This issue was eventually resolved, but I will not do any new business with this company in the future.  It took getting my insurance company involved in a very active capacity to get the damage inflicted upon my vehicle there fixed.  The company still contests the damage and I/my husband was treated quite poorly by Shelia at Rosner.
Regards,
[redacted]

Dear Mr. [redacted], I have received and reviewed you complaint filed with the Revdex.com. Let me start by saying that I am truly and sincerely sorry...

that you had such a negative experience with our shop. This is certainly not the way we want to be perceived, or do business. Also, just to clarify, Gran Prix Collision Center is only our corporate name, and we have been owned by the Rosner group since our opening in 2000. We are proud of that name association, and it is important to us to live up to that level of customer satisfaction within our community. We have a CSI score well into the 90's and take pride in the service we provide. That said, there are instances in which we cannot completely satisfy a customer, and you certainly have some valid issues of concern. I reviewing your claim, I believe your concerns could have been better addressed and the process to rectify the issue could have been better communicated. It appears neither you, nor the Collision Center had conclusive evidence of the condition in pictures prior to drop off. It is also my understanding that the spots are not always obviously seen when looked at and only become apparent when viewed at different angles. I completely understand that you feel they were not there before you dropped the vehicle off, but we found other evidence that the marks were under the paint in an area that we did not repair. Therefore there needed to be a process that we go through to determine our liability in correcting the issue. Unfortunately that required time to work with you and your insurance provider to sift through the evidence. It is here that I think we failed to provide comfort, confidence, and information to better suit you from a customer service perspective. For that I once again offer my apology, and reiterate that the above statement is only met as an explanation, and not an excuse. In closing, I believe the issue was ultimately resolved in a satisfactory fashion by the end of last week. If this is not the case, please feel free to contact me directly. We do offer a lifetime warranty on the quality of all our repairs, and you are certainly no exception. My hope is that this response has made some effort in restoring your trust in the Rosner name, but I assure you that I completely understand your position and frustration. Sincerely, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].This issue was eventually resolved, but I will not do any new business with this company in the future.  It took getting my insurance company involved in a very active capacity to get the damage inflicted upon my vehicle there fixed.  The company still contests the damage and I/my husband was treated quite poorly by Shelia at Rosner.
Regards,
[redacted]

Dear Mr. [redacted], I have received and reviewed you complaint filed with the Revdex.com. Let me start by saying that I am truly and sincerely sorry that you had such a negative experience with our shop. This is certainly not the way we want to be perceived, or do business. Also, just to...

clarify, Gran Prix Collision Center is only our corporate name, and we have been owned by the Rosner group since our opening in 2000. We are proud of that name association, and it is important to us to live up to that level of customer satisfaction within our community. We have a CSI score well into the 90's and take pride in the service we provide. That said, there are instances in which we cannot completely satisfy a customer, and you certainly have some valid issues of concern. I reviewing your claim, I believe your concerns could have been better addressed and the process to rectify the issue could have been better communicated. It appears neither you, nor the Collision Center had conclusive evidence of the condition in pictures prior to drop off. It is also my understanding that the spots are not always obviously seen when looked at and only become apparent when viewed at different angles. I completely understand that you feel they were not there before you dropped the vehicle off, but we found other evidence that the marks were under the paint in an area that we did not repair. Therefore there needed to be a process that we go through to determine our liability in correcting the issue. Unfortunately that required time to work with you and your insurance provider to sift through the evidence. It is here that I think we failed to provide comfort, confidence, and information to better suit you from a customer service perspective. For that I once again offer my apology, and reiterate that the above statement is only met as an explanation, and not an excuse. In closing, I believe the issue was ultimately resolved in a satisfactory fashion by the end of last week. If this is not the case, please feel free to contact me directly. We do offer a lifetime warranty on the quality of all our repairs, and you are certainly no exception. My hope is that this response has made some effort in restoring your trust in the Rosner name, but I assure you that I completely understand your position and frustration. Sincerely, [redacted]

Review: This shop is now named Rosner Collision Center.

Take it from me, dont take your car here. I am still fighting it out with them about my car. My car was a year old and got rear ended at a red light. The paint job and condition of this car was very good (some minor touch up paint on bumper) prior to the accident. Took it to Rosner Collision, big mistake. I am still fighting and refusing delivery of the car and contesting it with the insurance company and Rosner. First, they tried to deliver the car to me with a scratch still on it. They buffed it out while I stood there and waited. Then, when I looked at the rear of the vehicle, I noticed that they splashed dark green paint on the lift gate (some paint spots) when the car is BRIGHT, neon green. They have refused to remove the paint splashes on the back lift gate/hatch and have called me a liar despite photo evidence showing that the dark green paint spots were not on the back of the car. We are still fighting this out to this day and I still have the rental. They will NOT make it right and not return my car to the pre accident condition. It now looks like it has a shoddy paint job on a new car :( AWFUL. Rosner has disrespected me through this entire process and I am at the point of giving up and dumping the car and the insurance company that supports Rosner (direct repair shop). Its been an awful experience. Take it from me... I try to stay open minded, dont make that mistake. Find another shop. The way Rosner is acting with something as simple as paint spots they got on it from another vehicle, I seriously doubt they will EVER honor their lifetime repair guarantee on the car repairs. My car should not come out of the body shop with NEW damage. They are trying to say that the dark green paint was done at the factory and was there at delivery of a new car!!!!! The car was pristine when purchased NEW from a dealer. I regret EVER taking my car here.Desired Settlement: Just fix the paint spots you got on it and return it to the pre-accident condition, that is all I am asking for. Oh, and treat your customers with respect and dont call them liars. Trust the photos from the accident scene we gave you that SHOWED NO DARK GREEN PAINT SPOTS!

Business

Response:

Dear Mr. [redacted], I have received and reviewed you complaint filed with the Revdex.com. Let me start by saying that I am truly and sincerely sorry that you had such a negative experience with our shop. This is certainly not the way we want to be perceived, or do business. Also, just to clarify, Gran Prix Collision Center is only our corporate name, and we have been owned by the Rosner group since our opening in 2000. We are proud of that name association, and it is important to us to live up to that level of customer satisfaction within our community. We have a CSI score well into the 90's and take pride in the service we provide. That said, there are instances in which we cannot completely satisfy a customer, and you certainly have some valid issues of concern. I reviewing your claim, I believe your concerns could have been better addressed and the process to rectify the issue could have been better communicated. It appears neither you, nor the Collision Center had conclusive evidence of the condition in pictures prior to drop off. It is also my understanding that the spots are not always obviously seen when looked at and only become apparent when viewed at different angles. I completely understand that you feel they were not there before you dropped the vehicle off, but we found other evidence that the marks were under the paint in an area that we did not repair. Therefore there needed to be a process that we go through to determine our liability in correcting the issue. Unfortunately that required time to work with you and your insurance provider to sift through the evidence. It is here that I think we failed to provide comfort, confidence, and information to better suit you from a customer service perspective. For that I once again offer my apology, and reiterate that the above statement is only met as an explanation, and not an excuse. In closing, I believe the issue was ultimately resolved in a satisfactory fashion by the end of last week. If this is not the case, please feel free to contact me directly. We do offer a lifetime warranty on the quality of all our repairs, and you are certainly no exception. My hope is that this response has made some effort in restoring your trust in the Rosner name, but I assure you that I completely understand your position and frustration. Sincerely, [redacted]

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

This issue was eventually resolved, but I will not do any new business with this company in the future. It took getting my insurance company involved in a very active capacity to get the damage inflicted upon my vehicle there fixed. The company still contests the damage and I/my husband was treated quite poorly by Shelia at Rosner.

Regards,