Integrity Plus Autobody Collision Specialties LLC

In response to the rejection letter I received from the customerI thought we were suppose to not use personal names? Concerning the customers concerns We followed customary protocol in dealing with this repair as we do with all of our repairsThere were three well respected honest office personal there the day the customer picked upAll three heard and observed an entirely different set of events and conversation then was given be the customerI don't believe the customer is addressing his issues in good faithOnce again the repair authorization allows us to negotiate his claim with his insurance company, as we didThe same day the insurance company authorized the supplement they also sent a letter addressed to the customers wife that they had authorized the supplement , for how much and whenOnce again he also signed a release of the repairs as being acceptable to him For the bumper repair, that was written originally by his insurance company they have pictures of the damage and we were simply following the repair instructions to us on their estimateI not going to address any of the other issues as I have said different recollections of the eventsI do know that the customer was sent our check for the additional amounts and last week they called the insurance company and had it voided and remade out to us and sent directly to us ??I have never had an issue out of literally thousands of customers I don't want a bad mark on our good name but something out of the ordinary is going on hereI feel that it's about money and not about what is rightWe did all we could and treated him as we have all other customersOnce again he knew about the additional amounts as it was supplied to him by his insurance companyI'm not sure why this is an issue since they were informed by the insurance company, they signed repair authorization and repair acceptanceWhat more could we do?

Let me start by saying I'm shocked at this claimWe have been serving central Ohio for almost nine years and have never had a complaint about anythingI was thinking about how to address this in response to these allegationsI have decided to just tell what happenedOn the first visit from the customer they were given a written estimate explaining the estimated repair cost, it was also explained to them that there could be additional repairs needed to complete the repair properly When the they dropped off the vehicle they informed us that their insurance company had written an estimate for the repairs and gave us a copy of itmy office staff explained to them that this would be the estimate we would work from and that if there would be any additional costs ( a supplement) that we would work with the insurance company for those costs and they signed a repair authorization allowing us to do soThere was a supplement required to finish the repairs, we informed the insurance company and they came out to rein inspect the damage and authorized the additional repairsWe finished the repair and notified the customer the repair was completeWhen they came to pick the vehicle the customer attempted to tell me and my staff that he didn't owe the deductible that the insurance company had padded the estimate to cover his deductibleI explained to him that was illegal and that I would have no part of that and I would turn in the adjuster if it were true He then started complaining about the supplemented cost of the repairAgain it was explained to him that the insurance company approved it and was paying that amount to usHe then signed a work inspected and accepted form and took his vehicleWe released their vehicle to them in good faith concerning the additional costsHe paid the original amount in cash except for the supplemental amount, the insurance company sent the check to the customer for said amount and we have not yet been paid by customer for the additional amount I'm not sure what the issues are, we worked off of an insurance company estimate dealt with that estimate with industry standards and we have a signed repair authorization and a signed work inspected and accepted form

I see this complaint has been administratively closed I'm not sure what that means as I feel this issue is unresolved Integrity did not make any efforts to address any of my concerns which were well documented and supported with facts and supporting evidence Integrity simply said they didn't understand why there was a problem Clearly they were not paying attention.I do not know if they responded to my last statement My guess is they did not They have received their payment in full and have no legal recourse against me However I continue to be an unsatisfied customer I continue to feel they made mistakes which they never owned up to and I paid the price for those.Feel free to publish my complaint against them as I want other customers to be warned regarding their questionable business practices.Thanks,

My insurance has paid the balance of the repair to Integrity. The issue can be marked as closed. However I will remain an unsatisfied customer and will not recommend his services to others in the future. Nor will I be a repeat customer. The shop can justify their charges however they wish. But honestly, this situation was handled badly from the beginning and is left with an unsatisfied experience by someone that could have been a repeat customer. Is it about money? Sure. I showed up expecting to pay one amount, never being told any different. And nothing was ever truly validated to me why that amount was increased by 38%. The only explanation was "your insurance approved it". But no one at any time ever spoke to me before hand. When you talk to neutral parties, it just does not add up or sound right. And that is why I cannot recommend this shop or ever be considered as a satisfied customer. Period. My complaint is on file for others to read and that is good enough for me as I will not otherwise be satisfied with this experience.

In response to the rejection letter I received from the customer. I thought we were suppose to not use personal names? Concerning the customers concerns We followed customary protocol in dealing with this repair as we do with all of our repairs. There were three well respected honest office personal there the day the customer picked up. All three heard and observed an entirely different set of events and conversation then was given be the customer. I don't believe the customer is addressing his issues in good faith. Once again the repair authorization allows us to negotiate his claim with his insurance company, as we did. The same day the insurance company authorized the supplement they also sent a letter addressed to the customers wife that they had authorized the supplement , for how much and when. Once again he also signed a release of the repairs as being acceptable to him.  For the bumper repair, that was written originally by his insurance company they have pictures of the damage and we were simply following the repair instructions to us on their estimate. I not going to address any of the other issues as I have said different recollections of the events. I do know that the customer was sent our check for the additional amounts and last week they called the insurance company and had it voided and remade out to us and sent directly to us ??. I have never had an issue out of literally thousands of customers I don't want a bad mark on our good name but something out of the ordinary is going on here. I feel that it's about money and not about what is right. We did all we could and treated him as we have all other customers. Once again he knew about the additional amounts as it was supplied to him by his insurance company. I'm not sure why this is an issue since they were informed by the insurance company, they signed repair authorization and repair acceptance. What more could we do?

I never said I did not owe the deductible.  I never said the adjusted padded the estimate to cover my deductible.  That was a mis-interpretation or misunderstanding by **.  I said that the repair should be what the estimate was.  All damage was very clear and obvious.  There was no hidden damage causing the true repair to be more than the original estimate.  The explanation I received was simply  "well things look different when we get them in the shop under shop lighting".  I've had auto body repairs done several times before and never have had a shop end up spending more than their estimate. Regarding the estimate by the insurance company, I questioned why they needed that.  I was told I was required to give it to them.  At that time I expressed concern about this and about the possibility of "additional charges" being made.  While talking with **, he claimed that the reason the insurance adjuster's original estimate was more than his was due to the insurance adjuster adding labor to remove the headliner.  But ** said this wasn't needed.  However the final bill showed 0.4 hours to remove and install the headline.  Why?** told me when I picked up the vehicle that there was extra work required to fix the damaged quarter panel.  But once I got home and was able to directly compare the original estimate to the final bill found that most of the increase had come to fix/repair the bumper.  This came as an extreme shock to me as there was no damage to the bumper.  No explanation was ever given about repairing the bumper.Upon picking up the vehicle, no one ever took me outside to inspect the repairs.  Nothing was ever explained about what was actually done.  What was painted.  Nothing.  I was never asked if it met my standards.  I was simply told not to wax the vehicle for 90 days.  If this had happened, it probably would have saved me a return trip to the shop when I discovered problems.  These problems we corrected.  But regarding the extra attention the damage required, per the final amount, they should not have been overlooked.My understanding is that state law requires a repair shop to notify the owner/customer if repairs are going to be more than 10% above the original estimate.  My final bill was 38% above the original estimate.  When you take a $1246 repair and it becomes a $1718 repair, that is a substantial increase.  I am the customer, not the insurance company.  I was never notified.  I truly expected to pay the original estimate when I picked up my vehicle because I had not been informed otherwise.  In fact, the vehicle was dropped off on a Monday with an estimated repair time of 3-4 days.  As of close of business on Friday, I had heard nothing from Integrity on the status of my vehicle.  So I called them on Monday since I had expected to get it back already.  They said there was an issue and blamed the insurance company for it not being finished.  We did receive a call on Tuesday saying it was done.** did allow me to take my vehicle home "in good faith" as he believed the insurance company would send the supplemental check directly to him.  I did pay in cash what I had already received from the insurance company along with my deductible and I did sign the repair order because I was irritated and was simply ready to take my car and go home.  What other choice did I have?  I did not expect to receive the check from the insurance company.  I still believe there was no justification for the increased cost, even though the insurance agent agreed to cover a supplement.  And I should have been included in this discussion considering it is my vehicle.  But that never happened.  My belief that no damage was done to the bumper to grant the repairs charged on its repair holds true and is supported in pictures taken.  In the end, this issue could have been avoided had ** contacted me as he is required by law to do.  But I was excluded from decisions regarding repairs to my own vehicle.  Maybe some customers prefer to be left alone, left in the dark.  But that is not me.

Let me start by saying I'm shocked at this claim. We have been serving central Ohio for almost nine years and have never had a complaint about anything. I was thinking about how to address this in response to these allegations. I have decided to just tell what happened. On the first visit from...

the customer they were given a written estimate explaining the estimated repair cost, it was also explained to them that there could be additional repairs needed to complete the repair properly.  When the they dropped off the vehicle they informed us that their insurance company had written an estimate for the repairs and gave us a copy of it. my office staff explained to them that this would be the estimate we would work from and that if there would be any additional costs ( a supplement) that we would work with the insurance company for those costs and they signed a repair authorization allowing us to do so. There was a supplement required to finish the repairs, we informed the insurance company and they came out to rein inspect the damage and authorized the additional repairs. We finished the repair and notified the customer the repair was complete. When they came to pick the vehicle the customer attempted to tell me and my staff that he didn't owe the deductible that the insurance company had padded the estimate to cover his deductible. I explained to him that was illegal and that I would have no part of that and I would turn in the adjuster if it were true.  He then started complaining about the supplemented cost of the repair. Again it was explained to him that the insurance company approved it and was paying that amount to us. He then signed a work inspected and accepted form and took his vehicle. We released their vehicle to them in good faith concerning the additional costs. He paid the original amount  in cash except for the supplemental amount, the insurance company sent the check to the customer for said amount and we have not yet been paid by customer for the additional amount.  I'm not sure what the issues are, we worked off of an insurance company estimate dealt with that estimate with industry standards and we have a signed repair authorization and a signed work inspected and accepted form.

My insurance has paid the balance of the repair to Integrity. The issue can be marked as closed.
However I will remain an unsatisfied customer and will not recommend his services to others in the future. Nor will I be a repeat customer. The shop can justify their charges however they wish. But honestly, this situation was handled badly from the beginning and is left with an unsatisfied experience by someone that could have been a repeat customer.
Is it about money? Sure. I showed up expecting to pay one amount, never being told any different. And nothing was ever truly validated to me why that amount was increased by 38%. The only explanation was "your insurance approved it". But no one at any time ever spoke to me before hand. When you talk to neutral parties, it just does not add up or sound right. And that is why I cannot recommend this shop or ever be considered as a satisfied customer. Period.
My complaint is on file for others to read and that is good enough for me as I will not otherwise be satisfied with this experience.

I see this complaint has been administratively closed.  I'm not sure what that means as I feel this issue is unresolved.  Integrity did not make any efforts to address any of my concerns which were well documented and supported with facts and supporting evidence.  Integrity simply said they didn't understand why there was a problem.  Clearly they were not paying attention.I do not know if they responded to my last statement.  My guess is they did not.  They have received their payment in full and have no legal recourse against me.  However I continue to be an unsatisfied customer.  I continue to feel they made mistakes which they never owned up to and I paid the price for those.Feel free to publish my complaint against them as I want other customers to be warned regarding their questionable business practices.Thanks,