Initial Business Response / [redacted] */ JM Auto Service has been in the automotive repair industry in the Denver metro area for more than yearsAs an accredited organization we always welcome feedback both positive and negativeThough we often prefer to discuss any issues face to face with our consumers, we are willing to discuss them in an open forum as wellWe 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 Dodge Dart Mr [redacted] 's vehicle was involved in one of the worst hail storms Colorado has ever seenThe auto repair industry had over billion dollars in loss in one instantThis triggered an immediate influx of work to every major body shop in the metro areaovernight! It put strains on insurance companies, repair shops and put huge constraints on all automotive dealership parts departmentsTo 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, he was given an approximate completion date of about weeks due to the extent of damage to his vehicleOn 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 facilityHis original estimate was for $The vehicle was supplemented for an additional $in damages, totaling nearly $13k in repairsRepairs were increased by 1/of originalWe 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 lossesParts were ordered for this vehicle on the 20th of JanuaryWe were advised that the 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 damagesWe received the initial parts order on February 4, Upon receipt, the roof was damaged and had to be re-orderedAgain, another two weeks out for the replacement roof, hence the reason his car was still sitting in the same spot as he statedWhat 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 itMr [redacted] was kept updated on his repairs, often stopping by to check on the progressMr [redacted] 's repairs were extreme and very extensive! The entire vehicle needed repaired and painted, never an easy processWe 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 productHe agreed! At this point we offered him a rental car at our expense; he stated it was not necessaryOur 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 replacementBeing a new model vehicle, glass was dealership parts only and we are not able to just spend an insurance company's money without authorizationWe received the glass for this vehicle on April 9th, 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 sourcesUpon explaining this, we didn't "waive" Mr [redacted] 's deductible, we offered to pay his $to his insurance company and compensate him an additional $for the delays that were beyond our controlIn which he graciously acceptedAt 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 year black carHe 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 facilityThe work was completed above and beyond Mr [redacted] 's expectation and fulfilled by us as contractors to his insurance companyAs 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 stormIn SEPTEMBER! It was dropped off in January, 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 liesI arrived on the 16th to pick up the rental, which was a $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 meThis was the reason I did not take the rental carI have only ever used 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 complaintNow for my response after picking up my vehicleMy vehicle was "ready" for me to pick up on 4/13/I arrived to pick it up, complete paperwork and deliver the insurance checkAt first glance, the vehicle looked greatAfter 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 arrivedI agreedWe complete all paperwork and they bring my car around, it is running rough with the check engine light onI question this and they then return it to the shop to diagnoseTurns 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 months and the battery was low and most of the fuel had evaporated, leaving it below emptyI took possesion of my vehicle and return homeOnce I arrived home, I reviewed the receipt to find out why the repairs were so much more than the estimateAs I am browsing the receipt, I see multiple charges for items that were not broke or damaged when the car was dropped offAll of the proceeding items were charged to my insurance company due to the negligence of this shop#Emission Label $5.00, Is not on the window of the car#Windshield $579.00, was not broken, chipped or cracked when dropped off#Headliner $780.00, This was damaged by the shop or one of their vendors and they have accepted the responsiblilty for this damage#Right quarter glass $plus $for sealant, #Left quarter galss $plus $for sealant#Replace DART Emblem $55.50, it was not damaged, Replace MULTIAIR TURBO emblem $24.60, it was not damaged, #Replace AERO emble, once again not damaged#Latch- broken during removal $There are more charges that seem out of line, but I am no body repair expert, so I will leave these outI'm not sure if these additional charges are "industry standard", but I do know working in the service industry, if I break a customer's "whatever" that was not broke before I arrived, my company absorbs that costI have contacted my insurance company regarding these "extra" charges that were on the invoiceThe next day, I look over the vehicle and find there are no clips on either front fenders to hold the inner fender to the fender, A medium sized drop of paint on the C pillar that had to have dripped during the painting process and missed, and looking down the side of the car in the side mirrors, you can see the repairs of the upper portion of the doors, under the windows are wavyI have not contacted JM Auto Body regarding any of these issues because frankly, I will never return to this shop again and will steer clear anyone who askes for a body shop recommendationAs of today, May 4th, 2015, full weeks later, I still have not heard a peep from JM Auto Service or the vendor regarding the headliner that they damagedThis does not suprise me, due to the lack of integrity or customer service this shop portraysThis is exactly what I expected to happen, based on my past dealings, which is why I filed the complaint in the first placeExcuse after excuse until your just done! The work was not completed to "my expectations" and I will never allow JM Auto Service to tryTo the Revdex.com, if any additional information or a copy of the receipt is necessary, please feel free to contact meI only wish all the complaintants from the Google reviews I have read regarding JM Auto Service would express their opinions here on the Revdex.com Final Consumer Response / [redacted] */ (The consumer indicated he/she DID NOT accept the response from the business.) There are no inconsistances in my responceOnly JM Auto Service trying to cover their tracksI referred to the rental car as a "$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 forI was not convinced they would actually pay once I took possesionThat 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'tIt 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 FULLI 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 lessYou are now only requesting $1,A difference of $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 $"paint supply fee"Could it be because I told them to investigate you and your practices? I think soMaybe you have been "PAID IN FULL", I show no record of it as of today 5/12/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 $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 responseFirst, the size of rental car that we offered him was the same size car that his insurance company would have provided himAlso, 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 companyThis is the same whether we are providing the car or the insurance company provides itIf he uses his own insurance and there is no accident or damage to the car then there is no charge to him for thisSecond, 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 figuresThere 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 invoicesThey are then approved for payment by the adjuster and then final payment is issuedAll of our work is guaranteed to the customer as long as he owns the vehicleWe certainly understand that this job was a big repair and there were delays due to a number of factors, many beyond our controlWe do try to assist our customers as best we can when delays occur
Initial Business Response / [redacted] */ JM Auto Service has been in the automotive repair industry in the Denver metro area for more than yearsAs an accredited organization we always welcome feedback both positive and negativeThough we often prefer to discuss any issues face to face with our consumers, we are willing to discuss them in an open forum as wellWe 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 Dodge Dart Mr [redacted] 's vehicle was involved in one of the worst hail storms Colorado has ever seenThe auto repair industry had over billion dollars in loss in one instantThis triggered an immediate influx of work to every major body shop in the metro areaovernight! It put strains on insurance companies, repair shops and put huge constraints on all automotive dealership parts departmentsTo 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, he was given an approximate completion date of about weeks due to the extent of damage to his vehicleOn 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 facilityHis original estimate was for $The vehicle was supplemented for an additional $in damages, totaling nearly $13k in repairsRepairs were increased by 1/of originalWe 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 lossesParts were ordered for this vehicle on the 20th of JanuaryWe were advised that the 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 damagesWe received the initial parts order on February 4, Upon receipt, the roof was damaged and had to be re-orderedAgain, another two weeks out for the replacement roof, hence the reason his car was still sitting in the same spot as he statedWhat 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 itMr [redacted] was kept updated on his repairs, often stopping by to check on the progressMr [redacted] 's repairs were extreme and very extensive! The entire vehicle needed repaired and painted, never an easy processWe 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 productHe agreed! At this point we offered him a rental car at our expense; he stated it was not necessaryOur 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 replacementBeing a new model vehicle, glass was dealership parts only and we are not able to just spend an insurance company's money without authorizationWe received the glass for this vehicle on April 9th, 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 sourcesUpon explaining this, we didn't "waive" Mr [redacted] 's deductible, we offered to pay his $to his insurance company and compensate him an additional $for the delays that were beyond our controlIn which he graciously acceptedAt 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 year black carHe 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 facilityThe work was completed above and beyond Mr [redacted] 's expectation and fulfilled by us as contractors to his insurance companyAs 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 stormIn SEPTEMBER! It was dropped off in January, 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 liesI arrived on the 16th to pick up the rental, which was a $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 meThis was the reason I did not take the rental carI have only ever used 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 complaintNow for my response after picking up my vehicleMy vehicle was "ready" for me to pick up on 4/13/I arrived to pick it up, complete paperwork and deliver the insurance checkAt first glance, the vehicle looked greatAfter 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 arrivedI agreedWe complete all paperwork and they bring my car around, it is running rough with the check engine light onI question this and they then return it to the shop to diagnoseTurns 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 months and the battery was low and most of the fuel had evaporated, leaving it below emptyI took possesion of my vehicle and return homeOnce I arrived home, I reviewed the receipt to find out why the repairs were so much more than the estimateAs I am browsing the receipt, I see multiple charges for items that were not broke or damaged when the car was dropped offAll of the proceeding items were charged to my insurance company due to the negligence of this shop#Emission Label $5.00, Is not on the window of the car#Windshield $579.00, was not broken, chipped or cracked when dropped off#Headliner $780.00, This was damaged by the shop or one of their vendors and they have accepted the responsiblilty for this damage#Right quarter glass $plus $for sealant, #Left quarter galss $plus $for sealant#Replace DART Emblem $55.50, it was not damaged, Replace MULTIAIR TURBO emblem $24.60, it was not damaged, #Replace AERO emble, once again not damaged#Latch- broken during removal $There are more charges that seem out of line, but I am no body repair expert, so I will leave these outI'm not sure if these additional charges are "industry standard", but I do know working in the service industry, if I break a customer's "whatever" that was not broke before I arrived, my company absorbs that costI have contacted my insurance company regarding these "extra" charges that were on the invoiceThe next day, I look over the vehicle and find there are no clips on either front fenders to hold the inner fender to the fender, A medium sized drop of paint on the C pillar that had to have dripped during the painting process and missed, and looking down the side of the car in the side mirrors, you can see the repairs of the upper portion of the doors, under the windows are wavyI have not contacted JM Auto Body regarding any of these issues because frankly, I will never return to this shop again and will steer clear anyone who askes for a body shop recommendationAs of today, May 4th, 2015, full weeks later, I still have not heard a peep from JM Auto Service or the vendor regarding the headliner that they damagedThis does not suprise me, due to the lack of integrity or customer service this shop portraysThis is exactly what I expected to happen, based on my past dealings, which is why I filed the complaint in the first placeExcuse after excuse until your just done! The work was not completed to "my expectations" and I will never allow JM Auto Service to tryTo the Revdex.com, if any additional information or a copy of the receipt is necessary, please feel free to contact meI only wish all the complaintants from the Google reviews I have read regarding JM Auto Service would express their opinions here on the Revdex.com Final Consumer Response / [redacted] */ (The consumer indicated he/she DID NOT accept the response from the business.) There are no inconsistances in my responceOnly JM Auto Service trying to cover their tracksI referred to the rental car as a "$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 forI was not convinced they would actually pay once I took possesionThat 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'tIt 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 FULLI 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 lessYou are now only requesting $1,A difference of $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 $"paint supply fee"Could it be because I told them to investigate you and your practices? I think soMaybe you have been "PAID IN FULL", I show no record of it as of today 5/12/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 $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 responseFirst, the size of rental car that we offered him was the same size car that his insurance company would have provided himAlso, 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 companyThis is the same whether we are providing the car or the insurance company provides itIf he uses his own insurance and there is no accident or damage to the car then there is no charge to him for thisSecond, 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 figuresThere 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 invoicesThey are then approved for payment by the adjuster and then final payment is issuedAll of our work is guaranteed to the customer as long as he owns the vehicleWe certainly understand that this job was a big repair and there were delays due to a number of factors, many beyond our controlWe do try to assist our customers as best we can when delays occur