IdeaVision, Inc.

We would like to offer an apology for any perceived disrespect to this customerWe were simply trying to explain to her why our original estimate was not relevant given the circumstances that existed laterFor whatever reason, she did not accept this at the time. The
customer came to us originally, asking for an estimate on damages to her rear bumperShe stated that she would be paying for the repairs herself and that insurance was not involvedOur appraiser wrote a minimal estimate, trying to save her money any where we couldShe was told at the time, that there often were hidden damages in accidents like this, and we would contact her if that occurred. She returned one week later stating that there was an insurance company now involved, and gave us a claim numberAs is customary, we contacted them and they forwarded us an estimate done by Kent County Motors, their designated estimatorThat estimate was for $1155.00, and included repairs that were not on our original estimate of $639.00. At that point we were obligated by insurance law, and ethical standards to do the repairs as per their estimate, as any thing else would be defrauding the insurance company,The insurance company paid the insured based upon Kent County Motors estimateWe did the repairs as per their estimateThe supplemental repairs for the hidden damage was examined by the insurance company and they paid us directly for those repairs. When we tried to explain all this to her, she became angry and we had to terminate the conversation, as it was going nowhereVery unfortunate, and not what we normally desire One week later, we received an e mail from her stating that she would pick up her vehicle that day and pay us the $I contacted the adjuster from the insurance company and explained everything that occurred regarding this claimHe stated that he and one of his associates had spent considerable time talking to her and explaining the process as it exists, and that she should pay us the estimate amount of $1155.00. Hopefully she now understands that what we were trying to explain to her was correct, as we had two different managers attempt to do soWe strive to maintain a high level of customer satisfaction, and when we fail to do so it is regretful

We have been waiting to hear back from our customer regarding the amount that we feel we are responsible forIf this is satisfactory, we will process immediatelyThe customer can either pick up at the dealership, or we will mailPlease advise. Again, we apologize for the disconnect.*** ** *** ***President

In the interest of time and the need to get straight to the point, I acknowledge that this customers experience is not a shining example of doing it right for our customerAlthough, it was not the intent of anyone involved, (I have interviewed all) the lack of communication between employees,
particularly on Friday, 11/18, was obviousI would like to personally apologize to our customer for thisIt is not the norm for our company, nor *** *** ***, to allow a scenario like this to occur. I would like to clarify our policy regarding free rental during body repairsWe only do that when we go beyond repair times or have to do repeat repairs. It is obvious that the additional days rental expense incurred by our customer, was due to our lack of communication between Mark and Mike on Friday the 18thPlease see attached copy of the Hertz invoice our customer paidIt totals $for daysOr $per day. We are responsible for 3 of those days, Sat, Sunand Monday for a total of $86.37. Apologies *** ** *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
I also would like to add the following to the complaint. Mr*** thank you for the response. I believe you might have been misinformed on a couple details. 1st this is a quote from your bill "customer states that the steering wheel shakes at speeds above 65-tech road tested and verified concern" This statement tells me that the your tech verified my concern. In your statement, you claimed that your tech didn't but in actuality he did verify my concern. I also sent an email to Mr*** Jr and he did not respond. A customer service tip. If someone tries multiply times to reach you and you respond but don't leave a message then the customer will think you are ignoring him. Also, I was on vacation for week and never turned off my phone. I did not have any calls from your facility during that week. Again, thank you for your time and response to this complaint. Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 It states from the president that they are responsible for $86.37 but I have received nothing from them.  [redacted]

would like, before addressing how to best satisfy the customers concern, to clarify the points made by the customer. Please see attached jpg file with a photo of the module used by us to check for updates. Noting the ruler used for scale reference, the module measures only 3 inches in length and...

possibly 2 inches in width. It is plugged in under the dash and at no time is it on top of the dash. The module is then plugged into a lap top, that is located in our technicians  tool roller and determination is made as to what level of updates are current. As to the comment regarding the mortuary vehicle that was damaged by an independent delivery vehicle while parked at our dealership for repairs. I can tell you that the identification of who caused the damage to the vehicle was not determined by police review of our security camera video, but rather by myself and our service manager. We may have advised the operator of that vehicle that in order to get a police report done, the operator representing the owner must be the one requesting the police report rather than Holden DCJR. The company that caused the damage was contacted by us and paid for the repairs done to the mortuary vehicle. Please have the customer review the foregoing and advise us as to whether he still feels that we are responsible for the damage to his windshield. If so we will determine the remedy.      [redacted]     President

I am very sorry for the misunderstanding. The responder, in this matter is [redacted]. The customer attempted to contact [redacted] Before responding to the customer complaint, [redacted]. immediately went to meet with the service manager, [redacted], in order to be fully informed as...

to what the problem was before calling the customer back. They made 4 attempts to call the customer back, and each time, the phone was clicked off without anyone answering. Not explainable, but we want the customer to know that [redacted]. did not ignore his request to be called back. We will honor the customers" request to be reimbursed $83.96 that was paid to Mr. Tire. In explanation as to why we were unable to diagnose a tire balance issue, We, on two separate road tests, did not notice any vibration or wheel hop, and our balancing equipment did not show any out of balance condition. Upon discussing this issue with the foreman at Mr. Tire, he stated that his technician did not experience either as well. Only if an extreme application of brakes were applied there could have been a slight vibration. Mr. Tire performed a "Forced" balance to the vehicle, and even though Mr. Tire did not detect a balance issue, the customer seems to feel that the problem no longer exists, and that is the most important point. I am not inferring that the customer did not detect any issue, as obviously he did. Customers take no joy in taking time out of their busy days to come to a dealership to get a problem fixed that does not exist, so I am sure that something did exist. The customer can expect the check to be mailed to him promptly.

As stated in my initial response to the customer complaint. If after reviewing the facts as stated, the customer still feels that Holden caused the scratch in the customers windshield, that we would determine the remedy. Since the customer requests that "Safelite" replace his windshield, we will honor that request, as "Safelite" is our vendor of choice also. We will issue a purchase order directly to "Safelite" and schedule an appointment to have them replace the windshield at our dealership or at a place of the customers choosing. If the customer has the replacement done here, we will provide substitute transportation on the day of repair. Please have the customer contact our service manager, [redacted], (e mail, [redacted] or our dealership number [redacted]) and we will make the necessary arrangements.President

The fact remains that Holden Jeep scratched the inside of my windshield during the time it was there getting service in March. Holden Jeep's employees chose to deny scratching it. I am left to speculate on how they actually scratched it since only their employee knows how they scratched it. The scratch is directly in my field of vision. I noticed something was odd when I made it to the first traffic light after leaving the parking lot. I first thought that something was on the outside so I used the windshield washer and wipers several times. It took the length of the trip back to the base to figure out the suspicious line was not on the outside, but rather inside and to also determine it was a scratch. I immediately drove back to show it to Holden Jeep to allow them an opportunity to apologize for scratching it and to repair it. Holden Jeep chose to deny scratching it. I work in the mortuary. I am not a plumber, an electrician nor any other profession that requires me to haul things in my Jeep. It’s pretty obvious based on how clean and damage free I keep the interior. The service advisor at Holden Jeep chose to immediately deny scratching it before even talking to anyone. I am infuriated that Holden Jeep would question my integrity and accuse me of bringing it to them with the scratch. Had the scratch been there I would have added it to my list of service requests as I did for the misaligned door since the scratch is very noticeable and annoying.
The fact also remains that my co-worker was faced with similar circumstances where the Air Force van received major damage while at Holden Jeep. Holden Jeep also vehemently denied that it happened at Holden Jeep just like my windshield scratch. The law enforcement investigation was definitely the catalyst that led Holden Jeep to rescind their original denial that the damage happened on their property and to admit that it did occur at Holden Jeep.
If Holden Jeep does not accept responsibility and fix the scratch that they caused, I caution all future customers to seriously analyze their decision in choosing to do business with Holden Jeep. They could easily be stuck with a similar situation or worse.