The customer brought his vehicle to our shop for repairs. The vehicle had sustained rear end damage and it was later determined that the insurance company had declared the vehicle to be a total loss. The customer chose to retain the vehicle and we assisted him I repairing what he wanted
in order for him to be able to utilize the vehicle. Upon picking the vehicle up, the customer complained of electrical issues with components located in the front of the vehicle. He advised us that all of the electrical components were working after the collision, however we had no knowledge of whether they were working or not since we only worked on the rear of the vehicle. Since we felt like the work that we performed could not affect the electrical system, we advised the customer to take the vehicle to the shop of his choice, as we don't do electrical repairs,and that if they determined that we caused any damage to the electrical system then we would be responsible. If it was determined that it was from the collision, the insurance company would pay and if it was wear then the customer would be responsible. The customer declined to have that done. We made contact with the customer today and he advised that he had the electrical system repaired and we advised that if he would give us the name of the repair shop, we would contact them to see if it was something that we caused, and if so then we would gladly pay the bill. The customer refused to provide us with that information as to where he had the car fixed and what was wrong with the car. We feel that we have been overly fair with the customer but can't pay for something if we don't know what is wrong or what caused it
We have received the complaint filed by *** *** and wish to respond to his concernsOur goal is to provide every customer with the highest quality work at a fair priceIn this situation we had an employee who failed to properly communicate an important issue concerning *** ***'s spoiler for
his car*** *** brought an after-market spoiler to our shop to be painted and installed on his carOur employee, ***, handled this customer and should have told *** *** the potential differences in after-market parts and original manufacturers partsWe try to communicate this with our customers in every situation like this but we are human and sometimes we forgetAfter-market parts are less expensive than original manufacturers parts and in some cases do not fit or have the endurance of OEM partsThis is especially true of parts that have to be painted and baked in a paint boothThe heat from the baking process has an effect on some after-market parts that can cause warping or shrinkageThis possibility should have been relayed to *** *** at the beginning of our conversationsWe apologize for our failure to make this clear to the customerThis is what happened with *** ***'s spoiler and resulted in a poor fit that would not be indicative of our quality of work*** did call *** *** several times to discuss the problems that we were having with his spoiler and what might be done to remedy the problemWe did try to heat the spoiler and reshape it to fit the car without success several timesAnother concern was that if the spoiler was installed that rising temperatures this summer would cause the spoiler to come off the carIt is our belief that this is a defect with the part itself and that *** *** should attempt to return this part to the place it was purchasedWe followed standard procedures during the refinishing and installation of the spoiler and nothing in our process should have caused this to happen other than a defect with the partWe can not take responsibility for after-market parts and their performanceWe strongly believe that an OEM part would not have responded in the same mannerWe don't doubt ***'s claim that the spoiler fit before we refinished it and tried to install it however this is before it went through the refinishing and baking processThe company who sold *** *** the spoiler should recognize that the spoiler is somehow defective and should refund *** ***'s purchaseWe did not charge *** *** for refinishing the spoiler and did not complete the installation because we knew that it would not be satisfactory to our customer, now or in the futureTo give an example of the difference in after-market parts and OEM you must look at the cost*** *** stated that he paid $*** for the after-market spoiler that he purchased however an OEM spoiler costs $*** There is a difference in the quality of materials that are used in the two types of parts.We would welcome the opportunity to sit down with a representative of the Revdex.com and *** *** to discuss what could reasonably be done to resolve this disputeWe have been in business for many years our goal is to always satisfy our customersWe look forward to finding a positive solution that will be good for all parties involved.Jackie Mauldin's Collision Repair
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and I also would like to sit down with a representative of the Revdex.com to come up with a reasonable solution.
Regards,
[redacted]
The customer brought his vehicle to our shop for repairs. The vehicle had sustained rear end damage and it was later determined that the insurance company had declared the vehicle to be a total loss. The customer chose to retain the vehicle and we assisted him I repairing what he wanted
in order for him to be able to utilize the vehicle. Upon picking the vehicle up, the customer complained of electrical issues with components located in the front of the vehicle. He advised us that all of the electrical components were working after the collision, however we had no knowledge of whether they were working or not since we only worked on the rear of the vehicle. Since we felt like the work that we performed could not affect the electrical system, we advised the customer to take the vehicle to the shop of his choice, as we don't do electrical repairs,and that if they determined that we caused any damage to the electrical system then we would be responsible. If it was determined that it was from the collision, the insurance company would pay and if it was wear then the customer would be responsible. The customer declined to have that done. We made contact with the customer today and he advised that he had the electrical system repaired and we advised that if he would give us the name of the repair shop, we would contact them to see if it was something that we caused, and if so then we would gladly pay the bill. The customer refused to provide us with that information as to where he had the car fixed and what was wrong with the car. We feel that we have been overly fair with the customer but can't pay for something if we don't know what is wrong or what caused it
We have received the complaint filed by *** *** and wish to respond to his concernsOur goal is to provide every customer with the highest quality work at a fair priceIn this situation we had an employee who failed to properly communicate an important issue concerning *** ***'s spoiler for
his car*** *** brought an after-market spoiler to our shop to be painted and installed on his carOur employee, ***, handled this customer and should have told *** *** the potential differences in after-market parts and original manufacturers partsWe try to communicate this with our customers in every situation like this but we are human and sometimes we forgetAfter-market parts are less expensive than original manufacturers parts and in some cases do not fit or have the endurance of OEM partsThis is especially true of parts that have to be painted and baked in a paint boothThe heat from the baking process has an effect on some after-market parts that can cause warping or shrinkageThis possibility should have been relayed to *** *** at the beginning of our conversationsWe apologize for our failure to make this clear to the customerThis is what happened with *** ***'s spoiler and resulted in a poor fit that would not be indicative of our quality of work*** did call *** *** several times to discuss the problems that we were having with his spoiler and what might be done to remedy the problemWe did try to heat the spoiler and reshape it to fit the car without success several timesAnother concern was that if the spoiler was installed that rising temperatures this summer would cause the spoiler to come off the carIt is our belief that this is a defect with the part itself and that *** *** should attempt to return this part to the place it was purchasedWe followed standard procedures during the refinishing and installation of the spoiler and nothing in our process should have caused this to happen other than a defect with the partWe can not take responsibility for after-market parts and their performanceWe strongly believe that an OEM part would not have responded in the same mannerWe don't doubt ***'s claim that the spoiler fit before we refinished it and tried to install it however this is before it went through the refinishing and baking processThe company who sold *** *** the spoiler should recognize that the spoiler is somehow defective and should refund *** ***'s purchaseWe did not charge *** *** for refinishing the spoiler and did not complete the installation because we knew that it would not be satisfactory to our customer, now or in the futureTo give an example of the difference in after-market parts and OEM you must look at the cost*** *** stated that he paid $*** for the after-market spoiler that he purchased however an OEM spoiler costs $*** There is a difference in the quality of materials that are used in the two types of parts.We would welcome the opportunity to sit down with a representative of the Revdex.com and *** *** to discuss what could reasonably be done to resolve this disputeWe have been in business for many years our goal is to always satisfy our customersWe look forward to finding a positive solution that will be good for all parties involved.Jackie Mauldin's Collision Repair
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and I also would like to sit down with a representative of the Revdex.com to come up with a reasonable solution.
Regards,
[redacted]