Harry's Auto Body, Inc.

On 8-11-2015, *** ***s *** was brought into ourshop for an Insurance loss repair.On 8-11-we dismantled the vehicle and noted additional damages needed and as per protocol withInsurance losses, we contacted theInsurance Company to request a Supplemental Appraisal for
additional damages.On 8-we received a call from Mr *** asking if hisvehicle repairs were completedWe explained the repair process to him andinformed him that we had contacted the Insurance Company to request asupplement. Mr *** became quite irateand was yelling and swearing and telling us that someone at his dealership hadtold him that this was a one day repair. We explained that it was not a one day repairWe had to dismantle thevehicle, call in the supplement, wait for the appraiser to come out and inspectthe supplemental damages, then we can begin the repair, refinish and reassemble processWe clean the completedvehicle inside and out and call the owner for pick up.Mr *** continued to be quite rude and insistant upon thefact that some dealership had told him that it was a ONE day repairWeattempted to explain the Insurance processWe have been here as a body shopdealing with Insurance losses daily for yearsMr *** then requests that any parts being replaced are tobe original manufacturer parts. Thestate of *** Insurance laws states that once a vehicle is over yearold and/or over 20,miles it warrants aftermarket, or used parts (which everis more cost effective)This is clearly printed on all Insurance Policies bythe Insurance CompaniesWe explained to him that his vehicle did not qualifyfor manufacturer partsHe was very upset and continued to yellAt this timewe had been on and off the telephone with him and the calls were from both himand his sonWe could not tell who we were speaking to on which call but theyboth were literally screaming and not listening to us trying to explainanything.On 8-12-The Insurance Company arrived to inspect thesupplemental damages and agreed that the fender was not cost effective torepairIt would have taken so many hours to repair it versus them buying aUSED FENDER (noted as LKQ on appraisal means Like Kind & Quality) toreplace it withWe purchased the USED Fender the Insurance Company wrotefor and it arrived damagedNon repairableThere were no other UsedFenders available and since we knew Mr *** insisted on a “manufacturer”fender on his vehicle, we repaired his fender even though it was not costeffective for us (we actually lost money on this jobIt cost the shop more topay a tech to repair his fender versusbuying him an aftermarket fender and just putting that on) but we were tryingto satisfy our customer requestsI was informed this was a hit and run and the owner did notcatch the party who damaged his vehicle, therefore, the Insurance Company willcharge him his deductible as there is no other party to subrogate toTheoriginal appraisal came to $The vehicle was completed on 8-14-Mr*** paid us $($less than owed to us, the shop owner said thatwas fine as a customer courtesy)Mr *** had signed a Direction to Pay whenhe originally came into the shop which instructed the Insurance Company to sendany additional payments directly to the shopWe do this because sometimes thevehicle damages are completed before the checks are issued and we cannotrelease the vehicles without payment… The Insurance company appraiser hadwritten a supplemental estimate in the amount of $which was sentdirectly to our shop for the additional damages, procedures and materials neededto complete the repairs per the appraiser from the Insurance Company whoinspected the supplement.On 8-27-Mr *** called and was yelling and swearingthat we owed him moneyWe explained in detail that there were no monies owedto himThat the money he was ‘out’ was due to his deductible being withheld bythe Insurance Company because he did not catch the party that incurred thedamages to his vehicle. At this point,he became very rude, swearing and yelling and also his son in the background wasyelling and Mr *** was yelling at his son to “Shut Up”I explained to Mr*** that I was trying to help him understand how the Insurance ProcessworksHe continued to yell and swear and then called me a F*ing ***I hungup the phoneAt this point, him and hisson continued to call and tie up two of our office lines over times(documented on our caller ID history). The owner of the shop ***, answered the call then Mr *** started in acompletely different direction about his battery not working , warning lightson on his dash and his headlight socket ruinedWe noted that Mr ***sbattery is older than 5-years which is the life span of a battery Mr *** stated in his complaint that we billedthe Insurance company for the headlight and the battery. Wedid notThe appraisal clearly states we only removed the headlamp torepair the fender, and we disconnected the battery (which we do on everyvehicle due to the airbags and electrical components while we are working onthe vehicle)…..We invited the owner to come by the shop so we could physicallyshow him the paperwork so he would understand that the money is not his, thatit is the shops payment from the Insurance Company for the repairscompleted. The owner tried to appease Mr*** to no availMinutes later we receive this Revdex.com report.Please note: This isan *** with 153,miles onit

Attached is a photo which will helpfully show how minor of a repair this was Please note the dent in the right fender behind the rt headlamp. We have received Mr ***s rebuttal to our response and as we have explained in our prior response, all matters of repair and monies due are in orderWe feel we gave an accurate and detailed explanation of all his concerns and our actionsWe do stand on the fact that Mr *** and his son were in fact yelling and screaming and using profanities and name callingI personally was the one on the phone with him at this time and asked him numerous times to stop screaming and give me a moment to finish my sentence as I was explaining the reasons he was not due back any monies (as explained in our first response to this complaint)Even when I invited him to come into the shop so I could show him the Insurance paperwork and said it may be easier for you to understand this money situation if you could see the appraisal and supplement paperwork from the Insurance CompanyHe only continued to rantHis complaints are not justified and when we address one, he goes onto something else and continues in this wayWe are trying to address his concerns to no avail as he refuses to listen to our explanations of this repair processWe feel we went over and above to comply with the owners constant calling and multiple requests during this repair processHowever, he cannot understand that the supplemental money sent to our shop is in payment of our work performed, or the multiple other explanations we have tried to convey to him. His concern now seems to be a batteryAs explained in our prior response, we only disconnect the battery cable during repairs to insure that any electrical items such as airbags, automatic starters etc are not deployed while working on the vehicle for the safety of our techniciansWe do this procedure with every vehicle we workIn no way does disconnecting a battery cable ruin his batteryAs explained prior, his battery is past its life expectancy due to the age of the battery and with over 153,miles on his vehicle, it may just warrant wear and tear maintenanceThe battery has nothing to do with this Insurance LossThere is nothing about the battery that could possibly tie in with the fender damage. In response to his statement " documents from prior calls have representatives stating that there was an OEM part being used, that a new part was being installed and painted..." at no time was Mr *** told thisThe Insurance appraisal wrote for a USED fender (as explained in our prior response) In fact, when he called demanding that he have an OEM (original manufacturer part) installed on his vehicle, we explained to him the Insurance rules and *** state laws regarding the use of aftermarket or Used (LKQ) parts due to year, make and mileage of vehicleThis is a state law and Insurance law, not our body shop rules or choiceHis Insurance company writes the estimate of what is to be done and we follow that estimateAs stated in the last response, we lost money on this job to appease Mr *** as he was calling DAILY and screaming at whoever answered the phones about one issue or another the day after his vehicle arrived at the shopHe seems to have gotten some wrong information from a DEALER he said he spoke with prior to bringing his vehicle to our shop for repairsWe hope this has again answered the multitude of complaints from Mr *** and cleared the fact that at no time did anyone from Harrys Autobody lie or misinform Mr *** or his son, or call anyone at anytime 'tick headed" (this is actually the first time anyone here has even heard this saying???) and at no time did anyone here at Harrys Autobody ever call him stupidIn fact, it was Mr ***, as stated in our prior response who used profanity at me over the telephoneI am the one who was on the phone who he yelled this profanity at

The lying in this statement is beyond laughableNo information was handed down at all about this "used fender" until todayDocuments from prior calls have representatives stating that there was an OEM part being used (8/12) that a new part was being installed and painted (8/13) and then the dashboard light was with pick up of vehicleNo such "battery test" was noted any time as well as the fact just this past May (5/15) *** had tested and approved the batteryAlso, no such name calling ever happened from a consumer end, though I was asked multiple times if I was either "tick headed" or "stupid" by representativesThree witnesses were in the house at the time of all calls and not once was there any one yelling or anyone called a name! This statement from Harry's seems to follow their systematic refusal to take any responsibility for their actions and also has now added the extent of slandering myself and said family membersThis cannot continue, no business should run as they do and then instead of backing up their claims with facts and documentation like we have they stoop to slandering and continuing to lieI do not accept this statement and add to my complaint slander now as well. Simply put: down rite insulting and spitting in someone's face.
Regards,
*** ***