Initial Business Response /* (1000, 14, 2014/12/29) */
In response to case # 132781.
This was an insurance claim and we were working within the insurance companies guidelines. We did not write the estimate but if we had we
would have included a new part which makes for an easier and better...
repair. The headlight and strut that was installed were located by the insurance company.
The insurance company would not authorize new [redacted] parts. The stability control traction light illumination was from a wheel speed sensor and the insurance
company paid to have a new" aftermarket" part installed. Any other issues with the system was not related to the accident and not authorized by insurance
company to fix.
We have tried to resolve the issues . We had the owner scheduled in to inspect and he did not keep the appointment. We are open to inspecting the vehicle again
and reassessing our repairs. If corrective repairs are needed we will do them. If repair is needed beyond the original insurance estimate then the insurance company
or owner will need to authorize the repair which can be done at shop of their choice.
Sincerely
Dennis C. Hanks
Initial Consumer Rebuttal /* (3000, 16, 2014/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"We have tried to resolve the issues . We had the owner scheduled in to inspect and he did not keep the appointment" That is a false statement. At only two points once in late 2013 and once in late 2014 did anyone ever contact, or attempt to contact me with out me having to initiate contact first. And in all instances was told that I was "S.O.L." a colloquialism if their ever was one. If need be I would provide detailed call records for the time period to verify this as being true.
The Headlamp was broken after the repairs where finished when I pointed it out (after my battery had exploded)it was aimed too far down, they then adjusted the opposite headlamp to match the broken ones aim (even though they said nothing about them being broken). Regardless of if the insurance company supplied or determined any exact part it is still up to the shop to accept or reject the use of said parts when knowledge of their origin calls into question the quality of parts themselves.
As I had almost wrecked do directly to the spotty repairs on four separate occasions, 2 times due to the Skid control being disabled, one time due to the headlamp miss aim, and once where broken glass blew into my eyes while driving at highway speed in full traffic....( yes even tho my window was cracked and not shattered your incompetent repair staff broke the old window to remove it, leaving behind shards and slivers in the air vents.)
Please forgive me, however I will have to reject your statements as false, and still insist that you and not the insurance company (no matter how contingent on their level of cheapness) are still responsible for the quality of repairs, which in this instance is at a level that I could have done myself instead of having ASE certified mechanics doing it, if you go solely by the results.
-exploding Battery
-broken headlamp assembly (with mismatched or broken rubber seal)
-radiator Core Strut unsecured
-horn and sensors detached
-glass in vents (that ended up in my face)
-miss-aligned fender
-miss matched replacement wheel (totally different hue than OEM)
-Skid control computer shorted from un-diagnosed wire short
-etc. etc. etc. because every time It's up on a rack mechanics find more of your shops "Easter eggs" a.k.a. something else broken or not repaired relating directly to your repairs.
None of that really matters as much as the total lack of (a) respect (b) professionalism, when being called out on the quality of your repairs. Every time I called in to try to tell [redacted] or [redacted] about the repairs I was listened to and then Either told I would get a call back (which I never did get in over 8 solid months) or was told I could not be helped and I was S.O.L. (last 3 calls spanning 2013-2014)
Really it comes down to me trying to get you to understand where I am coming from and being rejected at every turn. All I can hope for at this point, is that this complaint can help anyone who is in my same situation of needing repair work done, and thinking that the "good ol' boy" dealership is the best place to get a repair done. When that is obviously never the case.
If they can read this then maybe they will take their non ** vehicle to a dealership dedicated to their brand of vehicle, as well as listening to customer feedback instead of rejecting said feedback with the level of furor you have displayed with me.
For a shop that could take a 2002 [redacted] and completely replace the frame by putting that vehicle into 4 pieces and doing what an assembly plant does, you would think replacing a headlamp a battery and rebuilding the front quarter of a passenger car would be a walk in the park. It goes to show that past repairs are never an indication of the amount of laziness that can be shown to a insurance claim where it is there is not any monetary incentives to correctly repair a vehicle.
Again unless you are willing to take responsibility for your repairs then we are at an impasse, and the gulf between what I am claiming and what you are claiming will likely never be bridged.
-Brian Spurlock
One Very dissatisfied customer, and likely future[redacted] owner due solely to the level of non-professionalism shown by your shop toward me.
Final Business Response /* (4000, 22, 2015/01/12) */
[redacted]
According to the response I guess we are at an impasse that will likely not be bridged.
Final Consumer Response /* (4200, 24, 2015/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Denis Hanks won't take responsibility for the mistakes made, it goes to character, and shows indifference. I will never accept this total lack of empathy, and professionalism, so the [redacted] will have to close this case for me, as I never will. I don't accept putting blame on the insurance company for the bad parts, or a incomplete repair, mis-matched bolts, or the glass in my face.
The atmosphere of unprofessionalism that shines through is what I do accept, and that is all I ever will, short of a full apology and repair.
Initial Business Response /* (1000, 14, 2014/12/29) */
In response to case # 132781.
This was an insurance claim and we were working within the insurance companies guidelines. We did not write the estimate but if we had we
would have included a new part which makes for an easier and better...
repair. The headlight and strut that was installed were located by the insurance company.
The insurance company would not authorize new [redacted] parts. The stability control traction light illumination was from a wheel speed sensor and the insurance
company paid to have a new" aftermarket" part installed. Any other issues with the system was not related to the accident and not authorized by insurance
company to fix.
We have tried to resolve the issues . We had the owner scheduled in to inspect and he did not keep the appointment. We are open to inspecting the vehicle again
and reassessing our repairs. If corrective repairs are needed we will do them. If repair is needed beyond the original insurance estimate then the insurance company
or owner will need to authorize the repair which can be done at shop of their choice.
Sincerely
Dennis C. Hanks
Initial Consumer Rebuttal /* (3000, 16, 2014/12/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"We have tried to resolve the issues . We had the owner scheduled in to inspect and he did not keep the appointment" That is a false statement. At only two points once in late 2013 and once in late 2014 did anyone ever contact, or attempt to contact me with out me having to initiate contact first. And in all instances was told that I was "S.O.L." a colloquialism if their ever was one. If need be I would provide detailed call records for the time period to verify this as being true.
The Headlamp was broken after the repairs where finished when I pointed it out (after my battery had exploded)it was aimed too far down, they then adjusted the opposite headlamp to match the broken ones aim (even though they said nothing about them being broken). Regardless of if the insurance company supplied or determined any exact part it is still up to the shop to accept or reject the use of said parts when knowledge of their origin calls into question the quality of parts themselves.
As I had almost wrecked do directly to the spotty repairs on four separate occasions, 2 times due to the Skid control being disabled, one time due to the headlamp miss aim, and once where broken glass blew into my eyes while driving at highway speed in full traffic....( yes even tho my window was cracked and not shattered your incompetent repair staff broke the old window to remove it, leaving behind shards and slivers in the air vents.)
Please forgive me, however I will have to reject your statements as false, and still insist that you and not the insurance company (no matter how contingent on their level of cheapness) are still responsible for the quality of repairs, which in this instance is at a level that I could have done myself instead of having ASE certified mechanics doing it, if you go solely by the results.
-exploding Battery
-broken headlamp assembly (with mismatched or broken rubber seal)
-radiator Core Strut unsecured
-horn and sensors detached
-glass in vents (that ended up in my face)
-miss-aligned fender
-miss matched replacement wheel (totally different hue than OEM)
-Skid control computer shorted from un-diagnosed wire short
-etc. etc. etc. because every time It's up on a rack mechanics find more of your shops "Easter eggs" a.k.a. something else broken or not repaired relating directly to your repairs.
None of that really matters as much as the total lack of (a) respect (b) professionalism, when being called out on the quality of your repairs. Every time I called in to try to tell [redacted] or [redacted] about the repairs I was listened to and then Either told I would get a call back (which I never did get in over 8 solid months) or was told I could not be helped and I was S.O.L. (last 3 calls spanning 2013-2014)
Really it comes down to me trying to get you to understand where I am coming from and being rejected at every turn. All I can hope for at this point, is that this complaint can help anyone who is in my same situation of needing repair work done, and thinking that the "good ol' boy" dealership is the best place to get a repair done. When that is obviously never the case.
If they can read this then maybe they will take their non ** vehicle to a dealership dedicated to their brand of vehicle, as well as listening to customer feedback instead of rejecting said feedback with the level of furor you have displayed with me.
For a shop that could take a 2002 [redacted] and completely replace the frame by putting that vehicle into 4 pieces and doing what an assembly plant does, you would think replacing a headlamp a battery and rebuilding the front quarter of a passenger car would be a walk in the park. It goes to show that past repairs are never an indication of the amount of laziness that can be shown to a insurance claim where it is there is not any monetary incentives to correctly repair a vehicle.
Again unless you are willing to take responsibility for your repairs then we are at an impasse, and the gulf between what I am claiming and what you are claiming will likely never be bridged.
-Brian Spurlock
One Very dissatisfied customer, and likely future[redacted] owner due solely to the level of non-professionalism shown by your shop toward me.
Final Business Response /* (4000, 22, 2015/01/12) */
[redacted]
According to the response I guess we are at an impasse that will likely not be bridged.
Final Consumer Response /* (4200, 24, 2015/01/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Denis Hanks won't take responsibility for the mistakes made, it goes to character, and shows indifference. I will never accept this total lack of empathy, and professionalism, so the [redacted] will have to close this case for me, as I never will. I don't accept putting blame on the insurance company for the bad parts, or a incomplete repair, mis-matched bolts, or the glass in my face.
The atmosphere of unprofessionalism that shines through is what I do accept, and that is all I ever will, short of a full apology and repair.