Jeff Schmitt Chevrolet East

Customer’s vehicle was picked up from Matson Long Beach terminal on 10/24/Customer called the claim’s department to report her claim on 10/27/An acknowledgement e-mail was sent to customer with instruction on what we required to complete claim on the same dayOur standard
requirements to complete a formal claim are two repair estimates for review if the repairs are more than $500; photos to show the visible damages, and a copy of delivery receipt noting the damageSince the customer is claiming an inoperable passenger side seat belt which is mechanical related, we additionally required her to provide a written certified mechanic statement/diagnostic report to show what the cause of the mechanical failure isIf possible, a photos to show the condition for the seat belt may helpUnfortunately, a photo of the seat belt she sent later showing the seat belt was hanging over the headrest, doesn’t really show if it is working condition or notA mechanic statement would be the only document we would accept her claim for the seat beltIf the mechanic’s statement says it’s wear & tear then Matson is not responsibleWe don’t use the passenger side of the vehicle one driver gets in the vehicle and drives it to the shipThere would be no reason for us to use the passenger side of the vehicle for any purposes.On Saturday 10/28/17, customer sent us photos for all damages with no estimateMonday 10/30/17, we responded to her and we reminded her that we are waiting for the repair estimatesOn 10/31/17, a shop sent one estimate for the seat belt repair only without providing written statement/diagnostic for the causeSo the following day 11/1/17, when customer asked if we receive the estimate, we confirmed we received one estimate for the seat belt only and waiting for more estimatesThe seat belt repair itself is over $500, we assume she needs more time to work on the second estimate for the seat belt and maybe she wants to send us estimates for other physical damages separately if she still wants to claim themIn some case, customers change their mind and let go some of the damages for their own reasonsWe must wait for all required documents, because repair estimates showing the finally items and cost to the repair So far, we have not received any repair estimates other than the seat beltAll others damages she is claiming, we need repair estimate(s) to support the cost of the repairWithout these we are unable to move forward with your claim.On 12/7/when customer contacted us for status, we repeatedly told her what we are still waiting for and mentioned if the seat belt is the only problem she wants to claim now, we need a diagnostic statement to move forwardThe customer asked how long the process took and we explained that it averages from one to two weeks once we have a complete fileWe offered to call her and go over the details of the claim that she did not respond to our emailFor the reasons outlined above we are unable to conclude the claim with the customerWe would like to have the opportunity to explain what is needed to the customerOnce we receive the claim with all supporting documentation we will be able to respond back to the customerShould you have any questions please feel free to contact meThank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and appreciate being contacted by ***. However, I will not be
satisfied unless *** accepts responsibility for damages to my vehicle. I am awaiting confirmation that my claim will be accepted. This process according to *** will take 3-weeks
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: When the *** was dropped it did indeed of 'Pre-exsiting" damage of surface scratches NOT A DENT in the driver side door which according to the estimates the the QUARTER PANEL and REAR BUMPER work has to be done to fix the DENT, which your company didYou also have seem to have forgotten that YOUR company put a crack in my drivers side window,
I am rejecting this response because: When the *** *** was dropped off it had very little damageYou have down as a repair to the wheels and the estimates has it down as replaced for bothProbably because they are damaged beyond being "Repaired" Further more the truck had a slight dime size dent in the *** Piece ATTACHED to the truck that gets removed when the trunk is replaced or repaired according to the auto repair placestherefore the repair of approximately inch dent that was put into the actual TRUNK of my car by you guys should not be discounted by 50% cause of a dime size dent into the *** piece that gets removed when installing a new trunk or repairing itThat should be put at 90%-100%Your company cause more damage on the bumper then what the "Pre-Exsiting" damage was I believe it should be paid at least 70%-100% I hope we can resolve this is a timely matterPlease feel free to contact me at *** thank you and have a great day
Sincerely,
*** ***

I am rejecting this response because: I have recently had surgery and am off work I will need some time to review the offer and will respond to Steele

We have been in touch with this customer's hired booking agent regarding this shipment. We have agreed that in good faith we will reimburse this customer for the shipment of their goods. Reimbursement will be made once the booking agent provides us with the proper contact information

Initial Business Response /* (1000, 5, 2016/06/27) */
***
I am responding to ***'s complaint regarding service performed on her ***We want to stress at the outset that we listen carefully to all of our customers,
take their complaints seriously, and strive to respond reasonably and fairly
***'s complaints focus on a May 18, work order, and seem to relate to the diagnosis of her air conditioning system, the replacement of spark plugs, and a transmission flush
She requested that we check her air-conditioning systemWe did and discovered that a motor was malfunctioningShe declined the repair option provided and is seeking a refund for the diagnostic serviceWith regard to replacing the spark plugs and the transmission flush, she agreed to the work before it was performed
Seeking such agreement before any work is performed is a matter of policy and practice for our dealership
In addition, the work was advisable under the circumstances in which she drives her vehicle
*** asserted in an email that "no special operating conditions apply to me."
The pertinent information is found on page (see excerpt below) of the Owner Information Guide for the ***(We have told *** that if she does not have a copy of this Guide, we will be pleased to provide it to her.)
"Special Operating Conditions
Varied driving habits, dust, salt and road conditions require more frequent replacement or service of wear components than the time and distance intervals shown in this publication."
Most drivers in *** know that a great deal of salt is used on our roads in winter and salt accelerates the wear on certain vehicle parts and systems
We endeavoured to explain to *** why regular maintenance is sometimes performed ahead of scheduleFor example, spark plugs are often replaced early to enhance engine performance and extend engine lifeAs importantly, if a spark plug corrodes and seizes in the cylinder head (often caused by salt), the cost for repair can run into thousands of dollarsTransmission fluid is replaced for a similar reason, to extend the life a vital component of an automobile
As I said, we attempted to explain this to ***, but she declined our invitations to both face-to-face meetings and telephone conversations - and simply insisted she is "right."
We respectfully disagreed with her, in a note sent today (June 27, 2016)
We explained to *** that we don't believe it's reasonable to demand reimbursement for maintenance services that have either been requested or agreed to in advance of the work being completed
Despite that, we enclosed a cheque to her for the amount to which she nonetheless seemed to feel entitled
***

Matson takes all customer complaints very seriously. Our vehicle shipping process includes a detailed inspection of the vehicle for pre-existing damage before it is loaded onto a vessel. We make clear that we do not accept liability for any such damage. Our shipping documentation
requires a customer to acknowledge that if they decline to wait for a survey, as occurred in this case, they accept the results of the inspection. We regret that this customer is unhappy with our process and we are continuing to work with her to resolve the issue

Initial Business Response /* (1000, 6, 2015/08/11) */
The *** has been repaired to *** standards and has been returned to *** with a full tank of fuelWe have tried to give *** the best service while having the repair doneThe service work that has been
documented has been sent to her in an emailWe have also given *** an addition year of service on her vehicle so that all services will be covered the same as her 3yr/60km lease termWe feel that we have gone above and beyond to ensure that this customer is completely satisfied

We are looking forward to hearing from Mr *** as soon as he is available

One week car rental has been offered to our customer to compensate her for the change in our barge schedule and inconvenience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution while not satisfactory to me I'd like to close the complaint.  
Sincerely,
[redacted]

We have reached out to the customer's broker that arrangement their shipment with Matson and resolved this issue.

We have responded to our customer and explained the processing time for a claim filed.

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.
Sincerely,
[redacted]

Aloha,We are in touch with the customer that filed the complaint and have explained our claims process.

Complaint: [redacted]
I am rejecting this response because: the issue that I described was not resolved.  (1)  The shipment of my vehcile's factory items from...

California to Honolulu, Hawaii was done at my cost.  However, per Matson's policy, these items are authroized to be shipped within the vehicle (e.g., owner's manual, floor mats, antenna, tire tools).  These items were boxed and sealed in accordance with teh exact same preocedures that all Vehicle Prcoessing Centers use for Matson shipments for the Department of Defense.(2)  Matson has not reimbursed the cost of shipping ([redacted] fees) these items to me.(3)  Matson has not described why this mistake was made in teh first place and what measures have been put into place to prevent recurrence.
Sincerely,
[redacted]

Mr. [redacted],
We received your complaint regarding your vehicle shipment.  Our customer service supervisor spoke with you and advised the dates on the Matson dock receipt are as you were advise, ‘Estimated Availability Date’.  These dates are exactly that, only an estimate.  There are...

many factors with vessel load planning and actual stowage of freight that impact actual availability date.  The dock receipt for the vehicle you tendered shows an estimate only in regard to availability.  In your conversation with our customer service supervisor, you stated the auto broker, with whom you booked your vehicle, advised you at the time you made your booking with them that the expected delivery was January 11, 2016.  In the future, whether you book with an auto broker or Matson directly, there is a premium service that guarantees an availability date.  Your auto broker is aware of this service.  
With this being said, Matson will unfortunately not be able to offer any compensation. If you have any further questions or concerns, please let us know.
Matson

Initial Business Response /* (1000, 5, 2016/12/19) */
WE HAVE CONTACTED THE CLIENT AND OFFERED TO PLACE THE CLIENT ON THE TRANSMISSION UPDATE LIST. WE HAVE ALSO SET AN APPOINTMENT TO HAVE THE VEHICLE IN FOR A COLD START. WE WILL PROVIDE A RENTAL FOR THE DAY THAT WE HAVE THEIR VEHICLE.
Initial...

Consumer Rebuttal /* (3000, 7, 2016/12/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to reserve my response until resolution of the cold start. So far rhe repsonse has been positive.

Dear Mr. [redacted],This letter is to serve as a response to the complaint referenced above. Our Auto DepartmentSupervisor contacted the customer when a pick up at the customer's home could not be arranged by April 101 to make alternate arrangements. The customer agreed to drop the vehicle...

off at a location in Denver where another trucker would pick it up and take it to our Long Beach Port. The vehicle is on our vessel and is scheduled to arrive in Hilo on or around May 6.The Auto Department Supervisor has contacted the customer and apologized for the inconvenience, the customer has accepted our refund of the trucking cost associated  with this move totaling $836.00.Very truly yours, MATSON, INC.

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.
Sincerely,
[redacted]