ICU Detective Agency

Dear valued customer, Miracle Body and Paint would like to thank you for your business and offer you our greatest appreciation for helping us become #collision center in San Antonio, TXWe know that if it was not for our customers, we would not have the opportunity to become the best company we can be During your repair, you expressed to us that you were not 100% satisfiedMiracle Body and Paint takes this very serious and we will do all we can to resolve the situation and try our best so that this does not happen again to you, or any other valued customer of Miracle Body and Paint We are sorry there was some miscommunication between the insurance company, Miracle Body and Paint, and the customerThe customer was made aware at the beginning of the repair process that because of the rust on the vehicle, a lifetime warranty would not be possible on the paint jobThe insurance company also made the customer aware of this, that they would not cover rust repair either as per his policyThe customer is more than welcome to contact his insurance company to gain further explanation We thank you for choosing Miracle Body and Paint, and will continue to work diligently until you are 100% satisfied with the repairsPlease feel free to call if you have any questions or concerns, [redacted] Regards, [redacted] Corporate Office [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is almost satisfactory to me In my initial complaint I mentioned that wanted the internal and external issues resolved, but also not have to pay for a rental car while the work was being doneI will accept this offer if I can have in writing that a rental car will be provided to me until the work on my car is done Regards, [redacted]

As I stated in the prior response, the customer's insurance was the primary cause for the delays I suggest that she contact her agent They can contact the claims office and perhaps get some assistance Often the agent can get these type of issues resolved Again we gave an extra $discount We had already discounted $250.00, giving her a total discount of $

The customer picked up her vehicle on Friday as requested She was happy with the repairs to her vehicle We stand ready to assist should she need any additional assistance

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] ***

WE WOULD LIKE TO LET THE CUSTOMER KNOW THAT MANAGEMENT IS LOOKING INTO THIS CLAIM WE ARE NOT IGNORING HER OR THIS COMPLAINT, MANAGEMENT JUST NEEDS TO RESEARCH THE COMPLAINT AND WE WILL GET BACK TO HER EARLY NEXT WEEK THANK YOU

Complaint: [redacted] I am rejecting this response because: They (the body shop) had our vehicle in their shop for almost a month I cannot afford to go another time without a vehicle I'm no longer with the insurance carrier that I had when the car went into to the body shop With the rental coverage used up and no longer with the same insurance carrier I will seek another repair shop at a more convenient timeI plan to report ( Bad Faith claim) the insurance company to the Texas Department of Insurance So, any insurance payment for a repair settlement will be tied up in the future I will however, make the body shop an offer to settle this matter for Half (almost 50%) of the additional rental expense which I will agree to is $ Consider it a good PR investment What could happen is that someone realizes this situation as not being a good experience and not willing to deal with anymore headaches after a collision and decide to take their business to a competing body shop This makes good PR sense to me to settle for my reduced amount I won't go any lower It is a take it or leave it settlement offerI still have to pay the interest on my credit card and the body shop will keep their reputation intact It is more of a positive settlement for the body shop and a good learning experience for their customer service department [redacted]

This customer initially came in for an estimate that she was going to pay for on her own So we wrote her an estimate and proceeded with repairs based on this estimate.She agreed to pay for the additional items which were not included on this estimate These items were the struts plus the increase in price on the lift gate and to replace the hood instead of repair However, when it was determined that a molding was also needed the customer admitted she had insurance and wanted us to supplement GEICO We did supplement GEICO for the molding and for the additional items that we had charged to the customer GEICO approved the struts, molding, to replace instead of repair the hood and the parts price difference on the lift gate.Initially, in order to help the customer we had only charged her the cost of the struts and we did not charge her any labor to install the struts The molding was not charged to the customer because she asked us to supplement for it We are charging the customer $for the molding and $which is the difference in the price we charged the customer for the struts ($127.32) and the list price on the struts and the installation labor paid for by GEICO GEICO paid $for the struts and $for labor to install the struts, for a total of $ The customer paid us $ which leaves a difference of $in the amount paid by GEICO to the customer - $and the amount the customer paid to us of $for the struts and installation We only charged the customer cost and no installation labor to help her out because we believed she was paying for struts herself, but since GEICO did finally pay for the struts (they were denied at first), we need to get paid what GEICO paid for the struts The total balance owed by the customer is $ This amount of $ was included in the check for $mailed to the customer, so we need to receive this money from the customer Once the insurance approved the supplement they mailed the customer the check for $ Had the check been mailed to us we would have refunded the customer the difference of $132.56; since this portion was paid for by the customer Again, we are charging the customer $298.21.The customer did not request the damaged struts be kept for her The old struts were disposed of as per our standard procedure As far as we know, the paint matches correctly We have performed everything the customer initially asked us to perform We will be pursuing legal action against GEICO for the monies that are still outstanding for the molding and the full price payment on the struts since the check was sent to customer instead of the body shop Any concerns the customer may have about additional repairs should be requested from her insurance company, GEICO We will continue to assist the original customer, signer of the repair authorization (attached)We will not, however, communicate with any friend or family member, only the initial customer or her Attorney-at-Law Our agreement to repair this vehicle is with the person who signed our authorization The gentleman who is referring to himself as the customer is not the one who signed our repair authorization He has also made threats to our associates for calling to retrieve the above payment We will be counter-suing any claim towards our company and also we will also be pursing GEICO for the balance due Our Attorney, [redacted] – [redacted] email [redacted] , is prepared to discuss this matter with the proper customer or her attorney We will not respond to the gentleman’s request He is not our customer nor is he an attorney representing the true customer Again, we will discuss this matter with the true customer, the one who signed our repair authorization or her attorney This gentleman was never a part of the repair process and after threatening our office, we cannot have him on our property nor will we discuss anything further with him

We are going to review this complaint and get back with youThanks,

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 meThe President/General Manager has gone above and beyond to resolve this matter The vehicle is 99% complete as its only pending emblems that go on the driver/passenger front panels He also reimbursed me for my expenses for having the engine sensors taken care of due to causing engine light to remain ON As this point, we can consider that matter resolved Thanks you for help! Regards, [redacted]

Mr [redacted] , the President of Miracle Body & Paint, has personally been helping this customer since we were notified of their concerns The customer picked up the vehicle last week and will be returning so that we can address a couple of small items We are ready and willing to assist with anything else that the customer may need

Grissom Road San Antonio, TX *** *** www.miraclebodyandpaint.com Dear valued customer, Miracle Body and Paint would like to thank you for your business and offer you our greatest appreciation for helping us become #collision center in San
Antonio, TXWe know that if it was not for our customers, we would not have the opportunity to become the best company we can be During your repair, you expressed to us that you were not 100% satisfiedMiracle Body and Paint takes this very serious and we will do all we can to resolve the situation and try our best so that this does not happen again to you, or any other valued customer of Miracle Body and Paint Miracle Body and Paint would like to apologize for the external and internal issuesOur office manager has become aware of the issues and has also involved our GMA day was scheduled to bring your vehicle in and a rental car was going to be offered with no expense to youAt this point in time, we are ready to move along with the repairs as soon as you’re able to bring your vehicle inA phone call will be made by our manager to assure your satisfaction is reached We thank you for choosing Miracle Body and Paint, and will continue to work diligently until you are 100% satisfied with the repairsPlease feel free to call if you have any questions or concerns, *** *** Regards, *** *** Corporate Office Poss Road San Antonio, TX * *** ***

Dear valued customer, Miracle Body and Paint would like to thank you for your business and offer you our greatest appreciation for helping us become #collision center in San Antonio, TXWe know that if it was not for our customers, we would not have the opportunity to become
the best company we can be During your repair, you expressed to us that you were not 100% satisfiedMiracle Body and Paint takes this very serious and we will do all we can to resolve the situation and try our best so that this does not happen again to you, or any other valued customer of Miracle Body and Paint We are sorry there was some miscommunication, or lack thereof, between Miracle Body and Paint and the customerI have reached out to upper management and our General Manager will be handling this issue personally and a resolution will be reached early next weekHe has informed me he will be contacting the customer so that we can get the vehicle back in and handle any issues concerning the repairWe apologize sincerely We thank you for choosing Miracle Body and Paint, and will continue to work diligently until you are 100% satisfied with the repairsPlease feel free to call if you have any questions or concerns, *** *** Regards,
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I just wanted to let upadate Revdex.com. Our General Manager, *** *** has been in contact with the customer and has been addressing and assisting her with her concerns. Thank you -- *** ***

Miracle received a Supplement of Record from *** *** ***, the *** managing agent for this vehicle. We have never received a Supplement of Record on a vehicle that is a total loss. Apparently *** *** sent us, Miracle, the supplement in error. When a
Supplement of Record was received by Miracle, we moved forward with ordering parts, repairs, etc. *** *** is not a company that Miracle is familiar with or that *** utilizes on a consistent basis. They are an independent appraisal company sublet by ***. On August the 23rd we supplemented for additional part/repairs On August 26th we received Supplement of Record on August 26th, which under industry standards authorized us to continue repairs. On September we called the customer to give an update and the customer said that he was told the vehicle was a total loss. *** must have realized the misunderstanding by *** *** to Miracle because our Body Shop Manager was later called by *** and told the vehicle was deemed a total loss, to stop repairs, which we did. *** wants to deduct our charges from the customers' settlement. This in not Industry Standard practice. We have not been paid a single penny by anyone. We have been in business over years and no insurance company has EVER, NOT ONCE, sent us a supplement of record on a total loss vehicle. Getting a supplement of Record from an insurance company means that they have approved additional repairs. You can clearly see in big, bold typeset “*** *** ***” and “Supplement of Record 1” with Summary. (Copies are attached). As I stated earlier, *** has not paid us for any of the storage or administrative fees due on this deemed totaled vehicle. We have released the vehicle to the customer We WILL be pursuing appropriate payment from *** and if it is declined we may have to incorporate our customer into the resolution settlement. ***’s course of business with us illustrates that Supplements of Record are not given to our body shop when a vehicle totals. Either we follon our supplement requests and are informed that the vehicle is a total loss or the insurance company calls us and informs us that the vehicle totaled. We have recently been contacted by *** and they have offered to discuss and settle our charges for us. We will include the charges for the vehicle’s moldings with our fees. We will keep you current as we receive additional information

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI received my car within hours after making this complaint and the company is working to resolve the issuesYesterday, the weather caused frost on my car and the top two lines of my rear windshield defroster no longer workI will be calling in Monday as they did not perform the voltage test before I left as requested but I did receive a verbal agreement if anything was not working they will work to resolve
Regards,
*** ***

We discuss the situation with the Customer and the General Manager *** ***, agreed to fix the vehicle with a discountAppears that the customer is fine and satisfied with the agreement

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Dear Ms***High, Miracle Bodyand Paint would like to thank you for your business and offer you our greatestappreciation in your help making us the #collision center in San Antonio,
TX.We know that ifit was not for our loyal customer base, attention to detail, and superiorcollision repair, your business would not be possible. During yourlast repair, you expressed to us that you were not 100% satisfiedMiracle Bodyand Paint takes this very serious and we will do all we can to resolve thesituation and try our best so that this does not happen again to you, or anyother valued customer of Miracle Body and Paint. Our GeneralManger, *** ***, has been working personally with Ms*** toaccommodate and resolve all issues that occurred during her last repair atMiracle Body and PaintWe strive for 100% satisfaction and hope to achievesuch results once the final touchups are completedWe have spoken with ourservice writer and have advised him to handle the situation differently, askfor help, or bothWe undergo constant training so issues like this do notariseWe apologize again that your repairs were not done correctly and in atimely manner the first time. Miracle Bodyand Paint would like to thank you for your business, and hope to have yourcontinued business upon your complete satisfaction Regards, Eric FuentesHR, Director ofAdministrationCorporateOffice*** *** ***
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Dear valued customer, Miracle Body and Paint would like to thank you for your business and offer you our greatest appreciation for helping us become #collision center in San Antonio, TXWe know that if it was not for our customers, we would not have the opportunity to become
the best company we can be During your repair, you expressed to us that you were not 100% satisfiedMiracle Body and Paint takes this very serious and we will do all we can to resolve the situation and try our best so that this does not happen again to you, or any other valued customer of Miracle Body and Paint We are sorry there was some miscommunication between the insurance company, Miracle Body and Paint, and the customerWe were able to revisit with our customer and our parts supplier and were able to reach an agreed middle groundWe are providing some repairs to our customer’s vehicle and found a method to get him back on the road safelyOur general manager is working with him personally to get him the best price possible We thank you for choosing Miracle Body and Paint, and will continue to work diligently until you are 100% satisfied with the repairsPlease feel free to call if you have any questions or concerns, (210) 680- Regards, Eric Fuentes Corporate Office Poss Road San Antonio, TX P (210) 680-

The President/General Manager has been working with the customer to address any remaining issues in order to satisfy the customer