ICU Detective Agency

See last response

The customer picked up his vehicle last week. It is not the policy of Miracle to hold cars. The service writer who miscommunicated our policy to the customer has been reprimanded. The General Manager personally took care of the customer when he came for his
vehicle and now the customer is very satisfied. He is going to bring in a second car next week

Complaint: ***
I am rejecting this response because: I am very upset with the experience I had at MiricleI was provided different information every time I called to get information about the vehicle just to end up with your vehicle is still not readyThe vehicle was there for 3mths it did not have to take that longI also informed the body shop that I was in a rental so they could speed up the process but that was not the caseOnce the body shop told me it was on the insurance side why my vehicle was not ready I called immediately and asked them what was going on, they said they had just received a supplement and we're going to look into itWhat I'm trying to understand is why the insurance is holding up the job when it was first of all a minor accident the car was in and why they would want to spend more in a rentalWhen I finally spoke with the manager from mirical he gave me at that time another reasons different then what was on this responseHow can I trust in what they sayAt the end of it all I had a bill for $for a rental after the insurance paid for the first daysYes, it's true the body shop saved me my deductible of $and an additional $but that was not going to help much after knowing they were the one's at faultI just want them to take responsibility for what they have caused me in worry how I'm going to take care of this bill and the aggravation through this whole processThis was wrong
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I'm not very satisfied as the vehicle is not complete Parts are still missing to the hood and we're experiencing mechanical issues with the car I had to take the car today to a European shop to run an analysis on it to determine the issue with it.
Regards,
*** ***

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, *** *** Regards, *** *** Corporate Office *** *** ***
*** *** ** ***
* *** ***

We have researched this vehicle and found a hail damaged repair from *** *** *** that occurred on April 12, Our records show the vehicle was dropped off at our business for repairs on April 13, and picked up on May 11, The total repair insurance estimate was $6,Our
invoice total was $5,816.60, a savings of $was received by our customerAt that time, the vehicle had an odometer reading of 56,milesWe had not received any warranty request for these repairsSix months later, on November 2, 2016, this vehicle was damaged in a collision accidentPrimary impact was to the left side of the vehicleThe vehicle was dropped off at our business on January 10, On that date the vehicle had an odometer reading of 92,miles, an increase of 36,miles in an eight month periodThis repair was to be paid by *** ***, the *** *** Insurance total repair estimate was $4,Our invoice total was $3,286.44, a savings of $1,This customer has received a total savings of $2,The $1,savings is over the applicable discount, our auditing department has been assigned to review the filesHopefully, we can figure out why the customer received such a high discountThis process will take a few weeks to completeWe recognize and understand the service writer that assisted our customer with the second repair did not provide timely updates to our customerWe apologize for this failure and inconvenience, and would also like to inform you that this gentleman is no longer an associate of our company. We use environmentally friendly PPG water base paints at our companyIf there is any warranty issues, *** *** *** *** *** ** *** *** *** *** may be easily contacted at ###-###-####They will be glad to review and address any concerns the customer may haveWe and they, together, provide a life time warranty on most of our repairs against any product failures or defectsOur *** *** *** *** *** is also available and willing to assist our customer directly, and may be contacted to address any concerns the customer may have with our repairs at ###-###-####In addition, *** *** *** and *** *** Insurance may also be contacted to assist with any repair concerns that may respectfully address each of their repairsMiracle Body & Paint strives to produces the finest refinish and collision repairs in the market place, and PPG strives to assist us to achieve such goalsTogether, we stand ready to assist our customer and look forward to addressing all concerns our customer may haveWe thank the Revdex.com for assisting us and our customer in resolving all concerns with this matterRespectfully, Miracle Body & Paint

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 $150 discount.  We had already discounted $250.00, giving her a total discount of $400.00.

Complaint: [redacted]
I am rejecting this response because:they continue to misrepresent facts. Outright lies as a matter of fact. I am not just some gentleman. The vehicle is half mine.
Regards,
[redacted]

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.

The customer dropped off the vehicle on 3/28/16 and stated that he only wanted OEM parts.  The insurance company wrote the estimate with parts that were not OEM.  We had to supplement for OEM parts.  The insurance company did approve this but it took time for the insurance...

company to review the supplement request.  All supplements were requested from the insurance company in a timely manner.  It took the insurance company approximately 4-6 days to review and approve supplements.  The computer for the airbags took 5 days for delivery.  All parts that were supplemented had to be ordered and delivered to our shop after the supplement was approved.  Yes the supplements were paid in a timely manner but they were not approved in a timely manner.  I am not sure what the customer means by copy of contract, we work off of the insurance estimate and have the customer sign an authorization when they drop off the vehicle.  The customer came to pick up the vehicle on 5/13/16 found a couple of things we needed to address, asked customer to wait but he did not have the initial check from the insurance company.  We won't release without payment. The customer said he would pick up Monday, then Tuesday, then Friday, then funeral out of town so did not pick up until 6/3 which was 20 days later than the car was ready. The repair to the vehicle was $7,396.32 not $3,800.  The seatbelt caps are on order, we received the wrong color and had to return them.  Once they have been received the service writer will contact the customer let him know that we need his vehicle for a short time for the caps and tint to be addressed.  We did not delay the job by requesting supplements.  They are a natural part of any repair if more is needed to complete the repair correctly. The vehicle was ready for pick up on 5/13/16, a total of 7 weeks.  We will not refund customer the money that was paid to us for the repairs done.

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]

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 done. I 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]

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. The 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]

The customer brought the vehicle back and the General Manager took care of the issues the customer had, and the customer left satisfied.

We had a difficult time with Allstate on the repairs to this vehicle, we wrote the supplement requesting replacement of the left front and rear door shells.  They did not want to do this.  After several supplements they agreed to replace the left front door shell.  There was...

damage to the left front door, left rear door and left quarter panel.  We did replace both left door shells and we still have a supplement pending with Allstate because they still have not approved (on paper) the left rear door shell.  We did speak with Mr. [redacted], the last appraiser from Allstate, and he did approve the replacement of the left rear door shell but it was not reflected in the paperwork.  We sent in the initial supplement on 12/8, Allstate did not come out until 1/7.  We sent the 2nd supplement on 1/9, Allstate approved this supplement on 1/19.  We sent the 3rd Supplement on 1/25 and Allstate approve this supplement on 2/9.  As you can see Allstate delayed the job by approximate 2 months.   We still have an outstanding supplement for the left rear door weatherstrip as well.    We also gave the customer a total discount of $400.00 on this repair.  The normal discount would have been $250.00 for this repair but we gave her an additional discount of $150.00.

Good morning,   Today we will issued a check for $90.00 and will be mail it to the customer.   Let us know if  you have any questions.   Regards,   [redacted] Miracle Body and Paint [redacted]

We are going to review this complaint and get back with you. Thanks,

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.

We will mail to you documentation of about 20 pages related to this complain. But attached is our summary response. Thanks,

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 $165.52 for the
molding and $132.69 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
$234.81 for the struts and $25.20 for labor to install the struts, for a total
of $260.01.  The customer paid us $127.32
which leaves a difference of $132.69 in the amount paid by GEICO to the
customer - $260.01 and the amount the customer paid to us of $127.32 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 $298.21.  This amount of $298.21
was included in the check for $430.77 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 $430.77.    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.