Jorge's Auto Body

This letter is in reply to your letter of February 6, 2015. Please be informed of the following regarding the above matter.
1. The complaints were all addressed in Mr. [redacted]'s statement.
2. The complaining party called Mr. [redacted] and was very angry, threatening and uncivil in demanding additional repairs to her car. In the absence of polite and civil discussion he will not speak with her any longer.
3. The hood hinges were paid for by my client, properly installed and working upon return of the vehicle. (Copy of purchase receipt enclosed. Original taken by her. Client obtained copy from Infiniti Dealership where he purchased the parts.)
4. The tire was repaired by removal of a small nail. Alignment was not an issue. Now it is.
5. She has not provided independent third party auto inspection reports for any of her complaints as my client requested, prior to performing any more work on the car.
6. She has now had and used the vehicle for two months.
It appears that this person can not be satisfied nor will she follow a simple process to deal with her concerns, which my client believes are exaggerated and misleading.
Sincerely yours,
[redacted]
cc: [redacted]

Review: On 12/1/14 I took my 2008 G-35 Infiniti to [redacted]'s Auto Body he had stated that he had done work on cars like mine and that I would be satisfied. I left the car there until the agreed upon pick up date of 12/13/14. At no time was storage fees ever brought up. During the duration of time that my vehicle was in his possession not once did [redacted] call me in regards to my vehicle status of repair and every time I called he stated it was almost ready that there had no issue of any kind. I also had given [redacted] a estimated quote breaking down the parts needed and the prices of each given by my insurance co. I had given him 4000.00 for parts and let him know that I would give him more money as needed. Upon pick up he had no receipt of work done when asked and stated that his sister does his book keeping and he would have to get it from her. Also as I pulled out I heard a sound coming from my driver side rear passenger tire. I brought it back to the shop and we found a screw in the tire which I had just replaced through the dealership on 11/18/14. He told me to follow him to a tire repair shop and he had them put a plug in it, I then stated to him I was not ok with that since it was a new tire he also said that the alignment of the vehicle was not completed, he asked me if I had time then and since I assumed the vehicle was done I was pushed on time and my schedule did not permit it. Since that time I have been back to the shop three times and several unanswered phone calls to [redacted], my vehicle is missing the bolts under the hood and for the seal of the car the headlight is not placed in correctly and the paint job is not satisfactory. The receipt showed nothing of prices for purchase and labor just in lump sums no detail of anything. I believe since I am a female I was taken advantage of since the fact that he also made advances towards me when we where alone.Desired Settlement: I would like the requested work done right just the latches and bolts missing the head light set into the bumper and the fender repainted Also alignment completed. or a estimate of work done in detail and purchase of parts and the rest refunded

Business

Response:

I, [redacted], declare as follows:On 12/5/2014 [redacted] brought in her vehicle, 2008 INFINITY G35, for auto body repairs along with an insurance estimate of $6,0190.00. Copy enclosed. We came to an agreement regarding the cost I would charge for the work. I gave her substantial discount price of $4,000.00 for the body repairs. Copy of receipt enclosed.On 12/12/14 the customer came to inspect the car repairs. She appeared satisfied, made no complaints and drove her car home. About five days later she came to my business and said there were some problems with the car that she wanted fixed. Her concerns were wheel alignment; a small screw in a tire; and clips under the hood. None of these concerns were body damage or repair related. I offered to have an alignment done if that was the problem. I offered to do any repairs that were related to the body work we performed. I requested that she leave the car for a day to check out all issues. The only problem I could see was that several clips under the hood were needed. She said no to my offers. At her request, I then showed her all the parts that were removed from her car and replaced under our service order.About a week later the [redacted] returned to my place of business. I was not present to meet with her because I was out of county. My employee, [redacted], met with her in my absence. She was loud aggressive, demanding and rude, as was her companion. She said that she wanted a "receipt" for the repairs. [redacted] took from my office desk the original customer service order (sample enclosed) on her car to give her a carbon copy. She then grabbed it from his hand and took the entire document, instead of receiving a carbon copy. He asked for it back but refused and left. Consequently, I no longer have the service order on her car and demand she return my original copy.Three days later, while I was on vacation, she returned again to verbally harass the employees and take photographs of my auto body repair shop.[redacted] claimed in the complaint form that because she is a female I took advantage of her and that I made advances to her. These claims are false and I deny them completely.I have offered to perform any corrections that are related to my work and not maters of her personal preference. I am willing to have another body shop review my work and will fix any legitimate concerns.Dated: January 8, 2015Signed: [redacted], [redacted]'s Auto Body

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I would like all below requested work to be double checked by another accredited body shop, all work should be preapproved by the owner and any extra work should go through the owner first before performing. I would like the car to be aligned and the tire replaced with a new infinity tire and any parts that are needed should be through the infinity dealership as well. I would like the air conditioner to be recharged so that it runs cold air since the required parts have included effecting the air conditioner. I would like the fender to be realigned and attached with all the required screws and latches, and missing latches under the hood to be put in facing the car it would be the right front headlight to be set in correctly and the grill attached right so it does not pop. the hood needs to be aligned correctly and the seal on the top turned around and put on the correct way with all the latches included. also a clear glossy coat needs to be put on so that the replacement parts look like the rest of the vehicle.

Consumer

Response:

Consumer states: I have not been able to contact the company and have them fix any of the issues that they promised to fix. I would like them to contact me so we can get my issues resolved.

Business

Response:

This letter is in reply to your letter of February 6, 2015. Please be informed of the following regarding the above matter.1. The complaints were all addressed in Mr. [redacted]'s statement.2. The complaining party called Mr. [redacted] and was very angry, threatening and uncivil in demanding additional repairs to her car. In the absence of polite and civil discussion he will not speak with her any longer.3. The hood hinges were paid for by my client, properly installed and working upon return of the vehicle. (Copy of purchase receipt enclosed. Original taken by her. Client obtained copy from Infiniti Dealership where he purchased the parts.)4. The tire was repaired by removal of a small nail. Alignment was not an issue. Now it is.5. She has not provided independent third party auto inspection reports for any of her complaints as my client requested, prior to performing any more work on the car.6. She has now had and used the vehicle for two months.It appears that this person can not be satisfied nor will she follow a simple process to deal with her concerns, which my client believes are exaggerated and misleading.Sincerely yours,[redacted]cc: [redacted]