We did receive a mailed letter from Mr*** on 11-27-about the collision repair on his Ford Explorer that was repaired 05-12-2015. Mr*** only left us a fax number so we were unable to contact him by phone. We did send him a fax on 11-28-and asked him to
contact us at his earliest convenience so that we could discuss the problem with his paint. I have attached a copy of our reply. I can be reached at ###-###-#### and Mr*** can ask for me directly. Sincerely, *** ***
Initial Business Response /* (1000, 9, 2015/08/20) */
JM Auto service appreciates the feedback from our customer concerning the repairs to his Chevy, but will note that there are many missing factors that he has left out of the statement made to your organizationWe feel that after these
factors are substantiated, his filing of this complaint will be seen as nothing more than a fabrication of events for monetary gain
First and foremost, this is a classic case of a vehicle insured that cashed out a claim with their insurance company, then took the money to spend how they saw fit outside of what the insurance authorized or paid to have repairedThe vehicle owner in this situation had his vehicle estimated on 3-14-by *** *** His estimator was *** *** and the claim number for the truck is #XXXXXXXXXXXXXXThe estimate of repair and the check that was written to the customer totaled $
Customer dropped his vehicle off for repair, at which time he stated that he did not want to do the complete repair per the insurance company estimateHe instead wanted to do a customer pay, spend the money the way he wanted and still keep approximately $from the insurance checkWe as a company stated that we could do that, but explained that he assumes any and all responsibility of doing so and must answer to his insurance company if there were any follow up with the initial claimThe customer then advised us that he wanted to use a bed lining process (Rhino Lining) on the top surfaces of his vehicleManagement staff and the repair technician advised him that the product was not intended for that purpose and advised him against itThe customer stated he would accept the responsibility of doing so, and agreed the process would only be covered under a limited warranty due to it not being a practice of repair or the intended use of the productJM Auto advised customer that the repairs he was asking for were more time consuming and it would take longer than the original two weeks that was estimated to repair
Upon determining the process of repair on this vehicle, we discussed with the customer at great length how we could save him the $he was requesting out of the insurance money, yet still repair the vehicle the way he wantedWe agreed the only way to do so was to not replace the bedside ($698), but repair it, as well as repair the fender ($495) instead of replace itThe discussion did include the use of an aftermarket fender, but the fit, finish and body lines are never the same with aftermarket parts, especially on a full size Chevy truckThe customer agreed to these terms and accepted them as the repair process
The total that was billed to the customer for authorized repairs was $His original check from the insurance was $The savings to him were $1283.99, per his requestKeep in mind, the two parts (bedside and fender) he authorized to repair, not replace, total $+ taxCoincidence? Not likely! We have copies of all estimates, transactions, insurance paperwork; adjusters' phone numbers and repair authorizations to substantiate the above statements
The repairs that were done to this customer's vehicle were performed by a year master technician, one of the best in the businessThe paint and bed lining procedures were completed by year paint techniciansThough there were a few issues with the Rhino lining on the top panels, (which he was advised would happen), we kindly brought the customer's vehicle back to repair those areas and provided him a rental car in the processWhen he picked up the vehicle, he accepted the repair quality
After weeks, we heard back from the customerHe stated that he wanted a meeting with the owners to discuss repairsWe set up the meeting with the owner ***, and the management staffThe customer came to the meeting stating he still had a few issues*** stated that there was a limited warranty and that we would take care of his concerns regarding the repairsThis was unacceptable to the customer, and he demanded that we pay him $When asked where he came up with that number, he stated that he had an estimate of repair for that amountWe asked to see a copy; he refused and said he did not have itWhen asked for the name of the company he discussed the repairs with so we could contact them directly, he suddenly could not rememberHe was unable to provide or supply any of the information he was referencingAt this point he became very combative and abusive and threatening to the employees and was asked to leave our facilityAll the while, we still offered to address any concerns he had with the repairs done by JM and that we would warranty them under the limited warrantyHe refused
In conclusion, as previously stated, we see this all the time where people want to defraud their insurance by cashing out on the intended repair and doing as they wish with the moneyEven with all the information and the objection we provided this customer with, he still chose to ignore the professionals in this industry as to what should and shouldn't be done in a repair processJM Auto repaired this vehicle per customer's direction and at no time have we refused to take care of any issues with the workmanship we were contracted to doHe had the vehicle repaired the way he wanted, and also earned $in the process
Please let us know if there is any further documentation needed from JM Auto or the claim representative that originally handled the claim on his vehicle
Initial Consumer Rebuttal /* (3000, 11, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not going to get into a 'he said - she said' debate over details that are not importantEspecially when 99% of it is fabricated
I contracted JM Auto to do a job
They did a poor job
I gave them a chance to fix it and they made it worse
I refuse to let them continue to destroy my investment
They are NOT familiar with the vast applications for this product and should've refused the job if they couldn't do it properlyhttp://liners.rhinolinings.com/en/p/home fully explains that the application I asked for was completely within the scope of their productFrom the FAQ off their website, *** *** products can be applied to virtually any properly prepared surface for durable and long-lasting protectionGrille guards and bumpers, rocker panels, fender flares, floor wells, boat decks and boat hulls are just some examples*** *** products can also be used on trailers, ATVs, tractors, watercraft and anything else that will benefit from outstanding protection and corrosion resistance."
The key here is "PROPERLY PREPAIRED SURFACE"I have attached pictures of surfaces that have never even been touched by their 'veteran' painter and are coming off in sheets
If you also check out their stellar rating on *** you will see that I am not the only person that is having issues with them and their practices but seem to be the only person that is willing to take this step
Also, I will attach a copy of the email with the quote that I offered at the meetingI am only asking that I be compensated to make my truck wholeThat is why I offered to get quotes
re-work
rental (a comparable vehicle at my cost)
any additional damaged areas (headliner, trim, ...)
windshield company information (due to air leaking.)
I feel this is fairI am not asking for anything more than what would set this right
More pictures are available on request
Final Consumer Response /* (4200, 15, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I set up the meeting it was to do exactly what they are claiming I have been unwilling to doThis process is so time consuming and aggrivating that people aren't doing what is right and opening claims hereAfter the owner got upset with me and threw me out (of course claiming I became agressive which is a lie) I do not feel that my vehicle would be repaired without additional 'reprocussions'They have lied from the beginning of this process so nothing I say is going to get anywhereI did not 'defraud' the insurance company, I supplied a new fender because I didn't want repaired parts on my truck and I know the lies of body shops, I removed the led light bar and repaired a portion of the hood because I had the ability to do soto save money yes- I didn't have a deductible- I asked if we could do the Rhino lining since the parts all had to be painted anywaysand saving a portion of the cost was possible so that was agreedNow I'm defrauding the insurance company?? The work they paid for was all completed - o wait, no, it wasn't because the body shop didn't do what they were contracted to do
This is my last response before I file court papersI am tired of the games and if knowing the Revdex.com is this frustrating I would've just gone to the court to begin with
Final Business Response /* (4000, 17, 2015/10/13) */
As we stated in our last several responses, we are willing to work with the customer to try to resolve the issues
Initial Business Response /* (1000, 7, 2015/07/17) */
We have been in contact with this customer in the last week, at which conversation we reminded him that, based on his email to us (copy attached), what we had fixed for him "appeared to be running properly"He then stated that a week after the
repair was completed, the air conditioner stopped working and the vehicle's hood released by itself, damaging the hood, roof, and windshield of the vehicleHe admitted that they had driven the vehicle on the highway at speeds of - miles per hour for over a week and had experienced no previous problem with the hoodHe even stated in his email that there were no visible signs that the hood was looseHis assertion that the tools left behind by the mechanic could have contributed to the latch failing is just not feasible; the Subaru has a double safety latch that could not fail in this mannerHe turned in a claim to his insurance company; however, he wants us to cover the cost of a new hood latch that insurance will not cover, his insurance deductible, a lost day of work, and a full refund on the work done to repair the air conditioningI explained to the customer that we warranty our work but we have to have the chance to look at the problem and fix it ourselvesThe customer has no explanation of how the hood came open after 7-days
The reason that the vehicle needed to be looked at several times was that there were multiple problems with the air conditioning systemAs stated above, we warranty our work and remain ready to fix the customer's vehicle at no charge, unless additional parts are needed
Initial Consumer Rebuttal /* (3000, 9, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
JM had many attempts to attempt repairs on my vehicle and have been unsuccessfulMy car is in alternate auto shop now getting A/C repaired properlyJM states they will fix again even though they were unable to repair properly on all of the previous attemptsAfter last visit to JM, tools and parts were negligently left under the hood compartmentIn good faith I have patronized JM and due to their negligence, poor quality work and carelessness, I have been charged money for car repairs and no substandard repair was preformedMy car is at another auto shop having the A/C repaired properlyFriday the vehicle needed an A/C system recharge (more expense to me) and they are now searching for leaksI'll know Monday what additional costs and repairs are neededJM has a history of requiring return trips for re-repair of both of my vehicles power steering pumps (one requiring two additional tripsNo, their offer to inconvenience me with more substandard car repair is unacceptableThey charged me for what they stated was a repaired car, took my money and did not repair the vehicleInvoices for additional A/C repair are available upon request
Initial Business Response /[redacted]/
JM Auto Service has been in the automotive repair industry in the Denver metro area for more than 50 years. As an accredited organization we always welcome feedback both positive and negative. Though we often prefer to discuss any issues face to...
face with our consumers, we are willing to discuss them in an open forum as well. We feel that after review of the additional information provided, JM Auto Service went above and beyond to accommodate our consumer, as we do with all of our customers.
We have read Mr. [redacted]'s complaint and although the repairs to his vehicle had some constraints, we intend to provide all the additional facts regarding the repairs and the time line associated with his vehicle, bringing to light the actual reparability issues and delays that were beyond our control, to his 2014 Dodge Dart.
Mr. [redacted]'s vehicle was involved in one of the worst hail storms Colorado has ever seen. The auto repair industry had over 1 billion dollars in loss in one instant. This triggered an immediate influx of work to every major body shop in the metro area... overnight! It put strains on insurance companies, repair shops and put huge constraints on all automotive dealership parts departments. To date, we are all still dealing with losses from this storm.
When Mr. [redacted]'s vehicle was dropped off to our facility on Jan 19, 2015 he was given an approximate completion date of about 6 weeks due to the extent of damage to his vehicle. On our repair authorization above his signature it states" I understand that estimated delivery date is not guaranteed and is subject to change" We explained to him that were many factors that relate to that completion date, including parts availability, supplemental damages not written by the insurance company and work flow in our facility. His original estimate was for $9400. The vehicle was supplemented for an additional $3500 in damages, totaling nearly $13k in repairs. Repairs were increased by 1/3 of original. We waited almost two weeks, approx Feb 3rd, for supplemental authorization from his insurance company, whom were using catastrophe adjuster from out of state due to the hail losses. Parts were ordered for this vehicle on the 20th of January. We were advised that the 14 Dodge Dart was a new model vehicle and parts were special order and would be behind other orders due to sheet metal shortages in the local market from the hail damages. We received the initial parts order on February 4, 2015. Upon receipt, the roof was damaged and had to be re-ordered. Again, another two weeks out for the replacement roof, hence the reason his car was still sitting in the same spot as he stated. What he did not mentioned was that the rest of the vehicles sheet metal had been replaced- repaired, but we did not cut off the roof until we had a good replacement part for it. Mr. [redacted] was kept updated on his repairs, often stopping by to check on the progress. Mr. [redacted]'s repairs were extreme and very extensive! The entire vehicle needed repaired and painted, never an easy process. We explained to him on March 16th when he stopped in that we acknowledged we were behind, due to the delays out of our control, but were more concerned with the repair quality and finished product. He agreed! At this point we offered him a rental car at our expense; he stated it was not necessary. Our manager tried to give a hard date of completion being the last week of March, but again we were set back by parts and authorization for glass replacement. Being a new model vehicle, glass was dealership parts only and we are not able to just spend an insurance company's money without authorization. We received the glass for this vehicle on April 9th, 2015 upon which time we were able to finish up Mr. [redacted]'s vehicle with a delivery date of April 13th.
Therefore, delivery dates in any repair situation are only 60% controllable by the shop, with the other 40% being able to rely on the parts vendors, insurance companies and outside sources. Upon explaining this, we didn't "waive" Mr. [redacted]'s deductible, we offered to pay his $500 to his insurance company and compensate him an additional $200 for the delays that were beyond our control. In which he graciously accepted. At no time did he mention a problem with the quality of repair in his complaint, which as a repair facility, is our ultimate goal, especially on a brand new model 2014 year black car. He went as far as to say that "the work was exceptional and even better that the previous shops he had used!" As far as his desired resolution, we did not "prey" on him as a consumer, he chose us as a repair facility. The work was completed above and beyond Mr. [redacted]'s expectation and fulfilled by us as contractors to his insurance company. As an accredited 50+ years local repair business, once again we feel we went above and beyond in our customer support, generous compensation and integrity to Mr. [redacted]'s repair situation.
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
Above and Beyond? I do understand this vehicle was damaged during a really bad storm. In SEPTEMBER! It was dropped off in January, 4 months later! Of course I did not have a complaint in the quality of the repair, I didn't have possesion of the vehicle! As far as the rental car, I did not state it was not necessary, I actually went down to the facility to pick up the rental, which was promised to me by Jordan March 12th, for a pickup on the 13th, that turned into March 16th because the rental car company had no cars available?? I found this hilarious, but by this point I was tired of the lies. I arrived on the 16th to pick up the rental, which was a $10 a day Chevy Spark, nothing comparible to what I had in the shop, and they refused to add insurance, at their cost, onto the rental for me. This was the reason I did not take the rental car. I have only ever used 1 other body shop, and frankly, got the run around there as well, so I'm not sure when or why I would have stated " the work was exceptional and even better than the previous shop I had used". I didn't even have my car back when I filed the original Revdex.com complaint. Now for my response after picking up my vehicle. My vehicle was "ready" for me to pick up on 4/13/2015. I arrived to pick it up, complete paperwork and deliver the insurance check. At first glance, the vehicle looked great. After speaking with Jordan and Ron, I find they damaged the headliner while removing the rear window, they assured me it was on order and would be repaired by a glass company once it arrived. I agreed. We complete all paperwork and they bring my car around, it is running rough with the check engine light on. I question this and they then return it to the shop to diagnose. Turns out it was not a issue after they placed it on a diagnostic machine to pull and clear the code, issue was the car had been sitting for 3 months and the battery was low and most of the fuel had evaporated, leaving it below empty. I took possesion of my vehicle and return home. Once I arrived home, I reviewed the receipt to find out why the repairs were so much more than the estimate. As I am browsing the receipt, I see multiple charges for items that were not broke or damaged when the car was dropped off. All of the proceeding items were charged to my insurance company due to the negligence of this shop. #1 Emission Label $5.00, Is not on the window of the car. #2 Windshield $579.00, was not broken, chipped or cracked when dropped off. #3 Headliner $780.00, This was damaged by the shop or one of their vendors and they have accepted the responsiblilty for this damage. #4 Right quarter glass $237 plus $20 for sealant, #5 Left quarter galss $237 plus $20 for sealant. #6 Replace DART Emblem $55.50, it was not damaged, Replace MULTIAIR TURBO emblem $24.60, it was not damaged, #7 Replace AERO emble, once again not damaged. #8 Latch- broken during removal $157.00 There are more charges that seem out of line, but I am no body repair expert, so I will leave these out. I'm not sure if these additional charges are "industry standard", but I do know working in the service industry, if I break a customer's "whatever" that was not broke before I arrived, my company absorbs that cost. I have contacted my insurance company regarding these "extra" charges that were on the invoice. The next day, I look over the vehicle and find there are no clips on either front fenders to hold the inner fender to the fender, A medium sized drop of paint on the C pillar that had to have dripped during the painting process and missed, and looking down the side of the car in the side mirrors, you can see the repairs of the upper portion of the doors, under the windows are wavy. I have not contacted JM Auto Body regarding any of these issues because frankly, I will never return to this shop again and will steer clear anyone who askes for a body shop recommendation. As of today, May 4th, 2015, 3 full weeks later, I still have not heard a peep from JM Auto Service or the vendor regarding the headliner that they damaged. This does not suprise me, due to the lack of integrity or customer service this shop portrays. This is exactly what I expected to happen, based on my past dealings, which is why I filed the complaint in the first place. Excuse after excuse until your just done! The work was not completed to "my expectations" and I will never allow JM Auto Service to try. To the Revdex.com, if any additional information or a copy of the receipt is necessary, please feel free to contact me. I only wish all the complaintants from the Google reviews I have read regarding JM Auto Service would express their opinions here on the Revdex.com.
Final Consumer Response /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
There are no inconsistances in my responce. Only JM Auto Service trying to cover their tracks. I referred to the rental car as a "$10 a day" car, not as in the actual cost, but the smallest, cheapest car a rental company offers.
Fabricated? Did I or did I not come into your facility to pick up the rental you offered? I declined out of frustration of your facility not having my car ready and JM expecting me to pay for the insurance, and let me be clear, not "actually" pay, but use my own insurance and credit card for a rental they were claiming they would pay for. I was not convinced they would actually pay once I took possesion. That settles that.
I'm still baffled regarding your "exceptional work". Once again, I never made the claim, and I feel I need to point this out again, I hadn't received possesion of my vehicle when I made my initial complaint, so therefore I had no clue how your work was or wasn't. It would be nice to see you answer the responce with some integrity and honesty, but I have come to find you do not possess either.
On to State Farm and the claim being paid IN FULL. I find it odd that the Final Invoice I signed when I took possession of my vehicle totaled $12,752.17, with a balance due of $3819.97, but when I look at the latest supplemental estimate you sent to my insurance company on 4/23/15, it is considerably less. You are now only requesting $1,743.42. A difference of $2076.55. Why is this? Is it due to the fact you were attemping to overcharge my insurance company in the first place? I see you dropped all the pricing down to cost for each item I mentioned, plus removed a $999.00 "paint supply fee". Could it be because I told them to investigate you and your practices? I think so. Maybe you have been "PAID IN FULL", I show no record of it as of today 5/12/2015. I'm sure you will have some long and drawn out explaination of how I just don't understand how business works, etc, etc, but the fact of the matter is JM Auto Service would have collected that $2076.55 and not thought twice about it had I not filed this complaint, and that is fraud.
Last point, why would I need to fabricate any claims against you? How will this benefit me? Are you feeling guilty and need to focus the light off of the true facts I have stated? I'm sorry your memory is lacking, I have records of each phone call and visit once I realized how you were handling the situation.
On that note, what is the point of all this back and forth Revdex.com? If your not going to step in and investigate any of this, why do you exist? I thought you were a consumer protection agency?
Final Business Response /[redacted]/
We would like to answer Mr. [redacted] one final time to clarify his last response. First, the size of rental car that we offered him was the same size car that his insurance company would have provided him. Also, it is standard practice in our industry for the customer to provide their own insurance for the rental by either using their own coverage or purchasing the coverage through the rental company. This is the same whether we are providing the car or the insurance company provides it. If he uses his own insurance and there is no accident or damage to the car then there is no charge to him for this. Second, Our final billing to his insurance company is completed once we have all of the parts and glass/sublet invoices along with all final labor figures. There is no such thing as overcharging the insurance company as all bills are thoroughly reviewed by us and by the insurance company and are accompanied by copies of all invoices. They are then approved for payment by the adjuster and then final payment is issued. All of our work is guaranteed to the customer as long as he owns the vehicle. We certainly understand that this job was a big repair and there were delays due to a number of factors, many beyond our control. We do try to assist our customers as best we can when delays occur.
We did receive a mailed letter from Mr*** on 11-27-about the collision repair on his Ford Explorer that was repaired 05-12-2015. Mr*** only left us a fax number so we were unable to contact him by phone. We did send him a fax on 11-28-and asked him to
contact us at his earliest convenience so that we could discuss the problem with his paint. I have attached a copy of our reply. I can be reached at ###-###-#### and Mr*** can ask for me directly. Sincerely, *** ***
Initial Business Response /* (1000, 9, 2015/08/20) */
JM Auto service appreciates the feedback from our customer concerning the repairs to his Chevy, but will note that there are many missing factors that he has left out of the statement made to your organizationWe feel that after these
factors are substantiated, his filing of this complaint will be seen as nothing more than a fabrication of events for monetary gain
First and foremost, this is a classic case of a vehicle insured that cashed out a claim with their insurance company, then took the money to spend how they saw fit outside of what the insurance authorized or paid to have repairedThe vehicle owner in this situation had his vehicle estimated on 3-14-by *** *** His estimator was *** *** and the claim number for the truck is #XXXXXXXXXXXXXXThe estimate of repair and the check that was written to the customer totaled $
Customer dropped his vehicle off for repair, at which time he stated that he did not want to do the complete repair per the insurance company estimateHe instead wanted to do a customer pay, spend the money the way he wanted and still keep approximately $from the insurance checkWe as a company stated that we could do that, but explained that he assumes any and all responsibility of doing so and must answer to his insurance company if there were any follow up with the initial claimThe customer then advised us that he wanted to use a bed lining process (Rhino Lining) on the top surfaces of his vehicleManagement staff and the repair technician advised him that the product was not intended for that purpose and advised him against itThe customer stated he would accept the responsibility of doing so, and agreed the process would only be covered under a limited warranty due to it not being a practice of repair or the intended use of the productJM Auto advised customer that the repairs he was asking for were more time consuming and it would take longer than the original two weeks that was estimated to repair
Upon determining the process of repair on this vehicle, we discussed with the customer at great length how we could save him the $he was requesting out of the insurance money, yet still repair the vehicle the way he wantedWe agreed the only way to do so was to not replace the bedside ($698), but repair it, as well as repair the fender ($495) instead of replace itThe discussion did include the use of an aftermarket fender, but the fit, finish and body lines are never the same with aftermarket parts, especially on a full size Chevy truckThe customer agreed to these terms and accepted them as the repair process
The total that was billed to the customer for authorized repairs was $His original check from the insurance was $The savings to him were $1283.99, per his requestKeep in mind, the two parts (bedside and fender) he authorized to repair, not replace, total $+ taxCoincidence? Not likely! We have copies of all estimates, transactions, insurance paperwork; adjusters' phone numbers and repair authorizations to substantiate the above statements
The repairs that were done to this customer's vehicle were performed by a year master technician, one of the best in the businessThe paint and bed lining procedures were completed by year paint techniciansThough there were a few issues with the Rhino lining on the top panels, (which he was advised would happen), we kindly brought the customer's vehicle back to repair those areas and provided him a rental car in the processWhen he picked up the vehicle, he accepted the repair quality
After weeks, we heard back from the customerHe stated that he wanted a meeting with the owners to discuss repairsWe set up the meeting with the owner ***, and the management staffThe customer came to the meeting stating he still had a few issues*** stated that there was a limited warranty and that we would take care of his concerns regarding the repairsThis was unacceptable to the customer, and he demanded that we pay him $When asked where he came up with that number, he stated that he had an estimate of repair for that amountWe asked to see a copy; he refused and said he did not have itWhen asked for the name of the company he discussed the repairs with so we could contact them directly, he suddenly could not rememberHe was unable to provide or supply any of the information he was referencingAt this point he became very combative and abusive and threatening to the employees and was asked to leave our facilityAll the while, we still offered to address any concerns he had with the repairs done by JM and that we would warranty them under the limited warrantyHe refused
In conclusion, as previously stated, we see this all the time where people want to defraud their insurance by cashing out on the intended repair and doing as they wish with the moneyEven with all the information and the objection we provided this customer with, he still chose to ignore the professionals in this industry as to what should and shouldn't be done in a repair processJM Auto repaired this vehicle per customer's direction and at no time have we refused to take care of any issues with the workmanship we were contracted to doHe had the vehicle repaired the way he wanted, and also earned $in the process
Please let us know if there is any further documentation needed from JM Auto or the claim representative that originally handled the claim on his vehicle
Initial Consumer Rebuttal /* (3000, 11, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not going to get into a 'he said - she said' debate over details that are not importantEspecially when 99% of it is fabricated
I contracted JM Auto to do a job
They did a poor job
I gave them a chance to fix it and they made it worse
I refuse to let them continue to destroy my investment
They are NOT familiar with the vast applications for this product and should've refused the job if they couldn't do it properlyhttp://liners.rhinolinings.com/en/p/home fully explains that the application I asked for was completely within the scope of their productFrom the FAQ off their website, *** *** products can be applied to virtually any properly prepared surface for durable and long-lasting protectionGrille guards and bumpers, rocker panels, fender flares, floor wells, boat decks and boat hulls are just some examples*** *** products can also be used on trailers, ATVs, tractors, watercraft and anything else that will benefit from outstanding protection and corrosion resistance."
The key here is "PROPERLY PREPAIRED SURFACE"I have attached pictures of surfaces that have never even been touched by their 'veteran' painter and are coming off in sheets
If you also check out their stellar rating on *** you will see that I am not the only person that is having issues with them and their practices but seem to be the only person that is willing to take this step
Also, I will attach a copy of the email with the quote that I offered at the meetingI am only asking that I be compensated to make my truck wholeThat is why I offered to get quotes
re-work
rental (a comparable vehicle at my cost)
any additional damaged areas (headliner, trim, ...)
windshield company information (due to air leaking.)
I feel this is fairI am not asking for anything more than what would set this right
More pictures are available on request
Final Consumer Response /* (4200, 15, 2015/09/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I set up the meeting it was to do exactly what they are claiming I have been unwilling to doThis process is so time consuming and aggrivating that people aren't doing what is right and opening claims hereAfter the owner got upset with me and threw me out (of course claiming I became agressive which is a lie) I do not feel that my vehicle would be repaired without additional 'reprocussions'They have lied from the beginning of this process so nothing I say is going to get anywhereI did not 'defraud' the insurance company, I supplied a new fender because I didn't want repaired parts on my truck and I know the lies of body shops, I removed the led light bar and repaired a portion of the hood because I had the ability to do soto save money yes- I didn't have a deductible- I asked if we could do the Rhino lining since the parts all had to be painted anywaysand saving a portion of the cost was possible so that was agreedNow I'm defrauding the insurance company?? The work they paid for was all completed - o wait, no, it wasn't because the body shop didn't do what they were contracted to do
This is my last response before I file court papersI am tired of the games and if knowing the Revdex.com is this frustrating I would've just gone to the court to begin with
Final Business Response /* (4000, 17, 2015/10/13) */
As we stated in our last several responses, we are willing to work with the customer to try to resolve the issues
Initial Business Response /* (1000, 7, 2015/07/17) */
We have been in contact with this customer in the last week, at which conversation we reminded him that, based on his email to us (copy attached), what we had fixed for him "appeared to be running properly"He then stated that a week after the
repair was completed, the air conditioner stopped working and the vehicle's hood released by itself, damaging the hood, roof, and windshield of the vehicleHe admitted that they had driven the vehicle on the highway at speeds of - miles per hour for over a week and had experienced no previous problem with the hoodHe even stated in his email that there were no visible signs that the hood was looseHis assertion that the tools left behind by the mechanic could have contributed to the latch failing is just not feasible; the Subaru has a double safety latch that could not fail in this mannerHe turned in a claim to his insurance company; however, he wants us to cover the cost of a new hood latch that insurance will not cover, his insurance deductible, a lost day of work, and a full refund on the work done to repair the air conditioningI explained to the customer that we warranty our work but we have to have the chance to look at the problem and fix it ourselvesThe customer has no explanation of how the hood came open after 7-days
The reason that the vehicle needed to be looked at several times was that there were multiple problems with the air conditioning systemAs stated above, we warranty our work and remain ready to fix the customer's vehicle at no charge, unless additional parts are needed
Initial Consumer Rebuttal /* (3000, 9, 2015/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
JM had many attempts to attempt repairs on my vehicle and have been unsuccessfulMy car is in alternate auto shop now getting A/C repaired properlyJM states they will fix again even though they were unable to repair properly on all of the previous attemptsAfter last visit to JM, tools and parts were negligently left under the hood compartmentIn good faith I have patronized JM and due to their negligence, poor quality work and carelessness, I have been charged money for car repairs and no substandard repair was preformedMy car is at another auto shop having the A/C repaired properlyFriday the vehicle needed an A/C system recharge (more expense to me) and they are now searching for leaksI'll know Monday what additional costs and repairs are neededJM has a history of requiring return trips for re-repair of both of my vehicles power steering pumps (one requiring two additional tripsNo, their offer to inconvenience me with more substandard car repair is unacceptableThey charged me for what they stated was a repaired car, took my money and did not repair the vehicleInvoices for additional A/C repair are available upon request
Initial Business Response /[redacted]/
JM Auto Service has been in the automotive repair industry in the Denver metro area for more than 50 years. As an accredited organization we always welcome feedback both positive and negative. Though we often prefer to discuss any issues face to...
face with our consumers, we are willing to discuss them in an open forum as well. We feel that after review of the additional information provided, JM Auto Service went above and beyond to accommodate our consumer, as we do with all of our customers.
We have read Mr. [redacted]'s complaint and although the repairs to his vehicle had some constraints, we intend to provide all the additional facts regarding the repairs and the time line associated with his vehicle, bringing to light the actual reparability issues and delays that were beyond our control, to his 2014 Dodge Dart.
Mr. [redacted]'s vehicle was involved in one of the worst hail storms Colorado has ever seen. The auto repair industry had over 1 billion dollars in loss in one instant. This triggered an immediate influx of work to every major body shop in the metro area... overnight! It put strains on insurance companies, repair shops and put huge constraints on all automotive dealership parts departments. To date, we are all still dealing with losses from this storm.
When Mr. [redacted]'s vehicle was dropped off to our facility on Jan 19, 2015 he was given an approximate completion date of about 6 weeks due to the extent of damage to his vehicle. On our repair authorization above his signature it states" I understand that estimated delivery date is not guaranteed and is subject to change" We explained to him that were many factors that relate to that completion date, including parts availability, supplemental damages not written by the insurance company and work flow in our facility. His original estimate was for $9400. The vehicle was supplemented for an additional $3500 in damages, totaling nearly $13k in repairs. Repairs were increased by 1/3 of original. We waited almost two weeks, approx Feb 3rd, for supplemental authorization from his insurance company, whom were using catastrophe adjuster from out of state due to the hail losses. Parts were ordered for this vehicle on the 20th of January. We were advised that the 14 Dodge Dart was a new model vehicle and parts were special order and would be behind other orders due to sheet metal shortages in the local market from the hail damages. We received the initial parts order on February 4, 2015. Upon receipt, the roof was damaged and had to be re-ordered. Again, another two weeks out for the replacement roof, hence the reason his car was still sitting in the same spot as he stated. What he did not mentioned was that the rest of the vehicles sheet metal had been replaced- repaired, but we did not cut off the roof until we had a good replacement part for it. Mr. [redacted] was kept updated on his repairs, often stopping by to check on the progress. Mr. [redacted]'s repairs were extreme and very extensive! The entire vehicle needed repaired and painted, never an easy process. We explained to him on March 16th when he stopped in that we acknowledged we were behind, due to the delays out of our control, but were more concerned with the repair quality and finished product. He agreed! At this point we offered him a rental car at our expense; he stated it was not necessary. Our manager tried to give a hard date of completion being the last week of March, but again we were set back by parts and authorization for glass replacement. Being a new model vehicle, glass was dealership parts only and we are not able to just spend an insurance company's money without authorization. We received the glass for this vehicle on April 9th, 2015 upon which time we were able to finish up Mr. [redacted]'s vehicle with a delivery date of April 13th.
Therefore, delivery dates in any repair situation are only 60% controllable by the shop, with the other 40% being able to rely on the parts vendors, insurance companies and outside sources. Upon explaining this, we didn't "waive" Mr. [redacted]'s deductible, we offered to pay his $500 to his insurance company and compensate him an additional $200 for the delays that were beyond our control. In which he graciously accepted. At no time did he mention a problem with the quality of repair in his complaint, which as a repair facility, is our ultimate goal, especially on a brand new model 2014 year black car. He went as far as to say that "the work was exceptional and even better that the previous shops he had used!" As far as his desired resolution, we did not "prey" on him as a consumer, he chose us as a repair facility. The work was completed above and beyond Mr. [redacted]'s expectation and fulfilled by us as contractors to his insurance company. As an accredited 50+ years local repair business, once again we feel we went above and beyond in our customer support, generous compensation and integrity to Mr. [redacted]'s repair situation.
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
Above and Beyond? I do understand this vehicle was damaged during a really bad storm. In SEPTEMBER! It was dropped off in January, 4 months later! Of course I did not have a complaint in the quality of the repair, I didn't have possesion of the vehicle! As far as the rental car, I did not state it was not necessary, I actually went down to the facility to pick up the rental, which was promised to me by Jordan March 12th, for a pickup on the 13th, that turned into March 16th because the rental car company had no cars available?? I found this hilarious, but by this point I was tired of the lies. I arrived on the 16th to pick up the rental, which was a $10 a day Chevy Spark, nothing comparible to what I had in the shop, and they refused to add insurance, at their cost, onto the rental for me. This was the reason I did not take the rental car. I have only ever used 1 other body shop, and frankly, got the run around there as well, so I'm not sure when or why I would have stated " the work was exceptional and even better than the previous shop I had used". I didn't even have my car back when I filed the original Revdex.com complaint. Now for my response after picking up my vehicle. My vehicle was "ready" for me to pick up on 4/13/2015. I arrived to pick it up, complete paperwork and deliver the insurance check. At first glance, the vehicle looked great. After speaking with Jordan and Ron, I find they damaged the headliner while removing the rear window, they assured me it was on order and would be repaired by a glass company once it arrived. I agreed. We complete all paperwork and they bring my car around, it is running rough with the check engine light on. I question this and they then return it to the shop to diagnose. Turns out it was not a issue after they placed it on a diagnostic machine to pull and clear the code, issue was the car had been sitting for 3 months and the battery was low and most of the fuel had evaporated, leaving it below empty. I took possesion of my vehicle and return home. Once I arrived home, I reviewed the receipt to find out why the repairs were so much more than the estimate. As I am browsing the receipt, I see multiple charges for items that were not broke or damaged when the car was dropped off. All of the proceeding items were charged to my insurance company due to the negligence of this shop. #1 Emission Label $5.00, Is not on the window of the car. #2 Windshield $579.00, was not broken, chipped or cracked when dropped off. #3 Headliner $780.00, This was damaged by the shop or one of their vendors and they have accepted the responsiblilty for this damage. #4 Right quarter glass $237 plus $20 for sealant, #5 Left quarter galss $237 plus $20 for sealant. #6 Replace DART Emblem $55.50, it was not damaged, Replace MULTIAIR TURBO emblem $24.60, it was not damaged, #7 Replace AERO emble, once again not damaged. #8 Latch- broken during removal $157.00 There are more charges that seem out of line, but I am no body repair expert, so I will leave these out. I'm not sure if these additional charges are "industry standard", but I do know working in the service industry, if I break a customer's "whatever" that was not broke before I arrived, my company absorbs that cost. I have contacted my insurance company regarding these "extra" charges that were on the invoice. The next day, I look over the vehicle and find there are no clips on either front fenders to hold the inner fender to the fender, A medium sized drop of paint on the C pillar that had to have dripped during the painting process and missed, and looking down the side of the car in the side mirrors, you can see the repairs of the upper portion of the doors, under the windows are wavy. I have not contacted JM Auto Body regarding any of these issues because frankly, I will never return to this shop again and will steer clear anyone who askes for a body shop recommendation. As of today, May 4th, 2015, 3 full weeks later, I still have not heard a peep from JM Auto Service or the vendor regarding the headliner that they damaged. This does not suprise me, due to the lack of integrity or customer service this shop portrays. This is exactly what I expected to happen, based on my past dealings, which is why I filed the complaint in the first place. Excuse after excuse until your just done! The work was not completed to "my expectations" and I will never allow JM Auto Service to try. To the Revdex.com, if any additional information or a copy of the receipt is necessary, please feel free to contact me. I only wish all the complaintants from the Google reviews I have read regarding JM Auto Service would express their opinions here on the Revdex.com.
Final Consumer Response /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
There are no inconsistances in my responce. Only JM Auto Service trying to cover their tracks. I referred to the rental car as a "$10 a day" car, not as in the actual cost, but the smallest, cheapest car a rental company offers.
Fabricated? Did I or did I not come into your facility to pick up the rental you offered? I declined out of frustration of your facility not having my car ready and JM expecting me to pay for the insurance, and let me be clear, not "actually" pay, but use my own insurance and credit card for a rental they were claiming they would pay for. I was not convinced they would actually pay once I took possesion. That settles that.
I'm still baffled regarding your "exceptional work". Once again, I never made the claim, and I feel I need to point this out again, I hadn't received possesion of my vehicle when I made my initial complaint, so therefore I had no clue how your work was or wasn't. It would be nice to see you answer the responce with some integrity and honesty, but I have come to find you do not possess either.
On to State Farm and the claim being paid IN FULL. I find it odd that the Final Invoice I signed when I took possession of my vehicle totaled $12,752.17, with a balance due of $3819.97, but when I look at the latest supplemental estimate you sent to my insurance company on 4/23/15, it is considerably less. You are now only requesting $1,743.42. A difference of $2076.55. Why is this? Is it due to the fact you were attemping to overcharge my insurance company in the first place? I see you dropped all the pricing down to cost for each item I mentioned, plus removed a $999.00 "paint supply fee". Could it be because I told them to investigate you and your practices? I think so. Maybe you have been "PAID IN FULL", I show no record of it as of today 5/12/2015. I'm sure you will have some long and drawn out explaination of how I just don't understand how business works, etc, etc, but the fact of the matter is JM Auto Service would have collected that $2076.55 and not thought twice about it had I not filed this complaint, and that is fraud.
Last point, why would I need to fabricate any claims against you? How will this benefit me? Are you feeling guilty and need to focus the light off of the true facts I have stated? I'm sorry your memory is lacking, I have records of each phone call and visit once I realized how you were handling the situation.
On that note, what is the point of all this back and forth Revdex.com? If your not going to step in and investigate any of this, why do you exist? I thought you were a consumer protection agency?
Final Business Response /[redacted]/
We would like to answer Mr. [redacted] one final time to clarify his last response. First, the size of rental car that we offered him was the same size car that his insurance company would have provided him. Also, it is standard practice in our industry for the customer to provide their own insurance for the rental by either using their own coverage or purchasing the coverage through the rental company. This is the same whether we are providing the car or the insurance company provides it. If he uses his own insurance and there is no accident or damage to the car then there is no charge to him for this. Second, Our final billing to his insurance company is completed once we have all of the parts and glass/sublet invoices along with all final labor figures. There is no such thing as overcharging the insurance company as all bills are thoroughly reviewed by us and by the insurance company and are accompanied by copies of all invoices. They are then approved for payment by the adjuster and then final payment is issued. All of our work is guaranteed to the customer as long as he owns the vehicle. We certainly understand that this job was a big repair and there were delays due to a number of factors, many beyond our control. We do try to assist our customers as best we can when delays occur.