Kaizen Collision Center

On 11/15/I had met Mr*** in my office at 5:p.mMr *** had said he had been recommended to my shop by multiple people and would my company to complete the repairs on his vehicleAs the complaint states incorrectly, "*** was approached by Jacob T***" when in fact *** ***
had approached me and demanded to not speak to my assistants but would like me to personally come back to shop to meet himI agreed as I am often very readily available to many of our customers who wish to speak to meThe complaint is correct in the following sentance as we have repaired multiple claims for *** *** Insurance CompanyThe complaint is again however wrong stating that the car was brought to Kaizen Auto Care by a Kaizen employee it was brought by a tow truck company that is not owned nor employed by Kaizen Auto CarePrior to the vehicle being towed into our repair facility or before *** *** had agreed legally via "Kaizen Repair Authorization" to use us for repairs I had explained the repair process to him in a very lucid mannerI informed of the process as follows and this is word for word what was relayed to Mr***, " Before we begin any sort of repairs to the vehicle it will need to be brought in the facility and have a proper disassembly of the vehicle preformed to properly prepare an estimate for your insurance company Mr***This process alone can take hours in some larger cases if not longer but will not exceed daysWe have to gather parts prices and write the estimate and send it to *** *** for approval before we begin ordering parts for repairsOnce we have the estimate prepare and submitted to *** *** we must wait for their response and approval to begin repairs and are able to order partsThis process again is not in our control however we will contact the insurance company regularly until we have a a responseOnce we have this repair total we will be able to give you a better idea of the estimated completion date which even that is not always correct on larger repairs but we do our best to communicate thoroughly with youDuring this conversation I had received two responses from Mr*** one asking if we can bring the vehicle in and begin that process however give him some extra time to contact a crash investigator before beginning repairs that he would like to have someone piece together the accident to prove he was not at faultI assured him we would wait until then to begin repairsOur estimate was completed on 11/17/and submitted to *** *** Insurance Company in the time frame as promised*** *** acknowledged this estimate on 11/22/stating they had setup to send out a field 3rd party appraiser to assess the damage and review our estimate with usOn 11/23/an independent appraiser *** *** had come into our repair facility to take photos and request a copy of our estimate*** *** received this review back on 12/1/by the 3rd party company they had hired who is not owned nor employed by KaizenThe estimate was submitted back to *** *** with incorrect information on it specifically more to replace a left front frame railThis accident damage was to the right rear of the vehicle and this adjustment had to be made and acknowledged by *** *** for us to begin the repairsAt this time *** *** had acknowledged this issue and had sent *** *** to the shop again to verify that he had made a mistake and to correct itFurthermore this estimate was also changed for a used rim in which we removed from their estimate and added the correct brand new OEM partKaizen's estimate was write for all OEM partsOn 12/01/we contacted Mr*** to inform him of the error made by the 3rd party damage appraiser and not our doingMr*** was ok with this and asked us if we would put a little extra pressure on them to hurry up in which we did by calling multiple timeOn 12/01/after speaking to Mr*** we contacted *** *** to see if repairs could begin knowing their would be supplement with changes and a price differenceWe were told to proceed with repairs and they will process the supplement once they receive it back from their 3rd party damage appraiserThey also stated they would issue a check in the amount of $8,to the repair shop so we could order parts and begin repairsOn 12/01/we had ordered all of Mr***'s parts directly from the manufacturer Hyundai Motor CorpWe had been informed by the dealership that we would receive a partial amount of the parts order 12/02/and the rest on 12/07/Mr*** had come into the repair shop on 12/02/at 4:30pm to discuss if he wanted us to proceed with the repair or if he was trying to have a crash investigator come to the shopHe said he was not sure if he was going to have them still do so and to proceed with repairsMr*** had not been promised an exact repair date by rather informed his his repair was a day repair from the time we begin after having parts not including weekends based on the repair hours on his vehicleAgain this was also an estimation if the repairs proceeded further without any delaysOn 12/15/Mr*** had come down to the repair facility to speak to me about a phone call he had with his insurance companyI proceeded to bring Mr*** to his vehicle to show him that sheet metal work had already begun and that the damaged sheet metal had already been removed and the car was well into being repairedMr*** then informed me that his insurance company would not cover his rental days past his accident dateI told *** that we would check into if for him and see if we can see whyWe called his insurance company on his behalf to see why they would be shutting his rental car off in which the informed us and him that per his policy he only had days of coverageMr*** asked us if we would some how be able to start till mid night for the next week to get his vehicle doneI informed him I would do my best to get the vehicle repaired as quickly as possible but that we are still on track for where we should be with the repair and didnt want to sacrifice the quality of the repairs to speed it upHe acknowledged and left the officeDuring our next update with Mr*** we had informed him we would not be able to have his car done by 12/23/per his request as there was still much work to be doneI do personally apologize for the nightmares some accidents can cause on a customer and we sincerely try our best to ensure that our company and staff helps make this process easier, this is not always achievable when dealing with a larger accidentPlease not that the initial complaint is filed with Slander and Libel an issue I will proceed with litigation if need beI have done my best to date to please Mr*** and will continue to do so until he has his vehicle back in his procession repaired properly with the antiquity repair time needed for this time of repair

On 11/15/2016 I had met Mr. [redacted] in my office at 5:45 p.m. Mr [redacted] had said he had been recommended to my shop by multiple people and would my company to complete the repairs on his vehicle. As the complaint states incorrectly, "[redacted] was approached by Jacob T[redacted]" when in fact [redacted]...

had approached me and demanded to not speak to my assistants but would like me to personally come back to shop to meet him. I agreed as I am often very readily available to many of our customers who wish to speak to me. The complaint is correct in the following sentance as we have repaired multiple claims for [redacted] Insurance Company. The complaint is again however wrong stating that the car was brought to Kaizen Auto Care by a Kaizen employee it was brought by a tow truck company that is not owned nor employed by Kaizen Auto Care. Prior to the vehicle being towed into our repair facility or before [redacted] had agreed legally via "Kaizen Repair Authorization" to use us for repairs I had explained the repair process to him in a very lucid manner. I informed of the process as follows and this is word for word what was relayed to Mr. [redacted], " Before we begin any sort of repairs to the vehicle it will need to be brought in the facility and have a proper disassembly of the vehicle preformed to properly prepare an estimate for your insurance company Mr. [redacted]. This process alone can take 48 hours in some larger cases if not longer but will not exceed 3 days. We have to gather parts prices and write the estimate and send it to [redacted] for approval before we begin ordering parts for repairs. Once we have the estimate prepare and submitted to [redacted] we must wait for their response and approval to begin repairs and are able to order parts. This process again is not in our control however we will contact the insurance company regularly until we have a a response. Once we have this repair total we will be able to give you a better idea of the estimated completion date which even that is not always correct on larger repairs but we do our best to communicate thoroughly with you. During this conversation I had received two responses from Mr. [redacted] one asking if we can bring the vehicle in and begin that process however give him some extra time to contact a crash investigator before beginning repairs that he would like to have someone piece together the accident to prove he was not at fault. I assured him we would wait until then to begin repairs. Our estimate was completed on 11/17/2016 and submitted to [redacted] Insurance Company in the time frame as promised. [redacted] acknowledged this estimate on 11/22/2016 stating they had setup to send out a field 3rd party appraiser to assess the damage and review our estimate with us. On 11/23/2016 an independent appraiser [redacted] had come into our repair facility to take photos and request a copy of our estimate. [redacted] received this review back on 12/1/2016 by the 3rd party company they had hired who is not owned nor employed by Kaizen. The estimate was submitted back to [redacted] with incorrect information on it specifically more to replace a left front frame rail. This accident damage was to the right rear of the vehicle and this adjustment had to be made and acknowledged by [redacted] for us to begin the repairs. At this time [redacted] had acknowledged this issue and had sent [redacted] to the shop again to verify that he had made a mistake and to correct it. Furthermore this estimate was also changed for a used rim in which we removed from their estimate and added the correct brand new OEM part. Kaizen's estimate was write for all OEM parts. On 12/01/2016 we contacted Mr. [redacted] to inform him of the error made by the 3rd party damage appraiser and not our doing. Mr. [redacted] was ok with this and asked us if we would put a little extra pressure on them to hurry up in which we did by calling multiple time. On 12/01/2016 after speaking to Mr. [redacted] we contacted [redacted] to see if repairs could begin knowing their would be supplement with changes and a price difference. We were told to proceed with repairs and they will process the supplement once they receive it back from their 3rd party damage appraiser. They also stated they would issue a check in the amount of $8,038.07 to the repair shop so we could order parts and begin repairs. On 12/01/2016 we had ordered all of Mr. [redacted]'s parts directly from the manufacturer Hyundai Motor Corp. We had been informed by the dealership that we would receive a partial amount of the parts order 12/02/2016 and the rest on 12/07/2016. Mr. [redacted] had come into the repair shop on 12/02/2016 at 4:30pm to discuss if he wanted us to proceed with the repair or if he was trying to have a crash investigator come to the shop. He said he was not sure if he was going to have them still do so and to proceed with repairs. Mr. [redacted] had not been promised an exact repair date by rather informed his his repair was a 37 day repair from the time we begin after having parts not including weekends based on the repair hours on his vehicle. Again this was also an estimation if the repairs proceeded further without any delays. On 12/15/2016 Mr. [redacted] had come down to the repair facility to speak to me about a phone call he had with his insurance company. I proceeded to bring Mr. [redacted] to his vehicle to show him that sheet metal work had already begun and that the damaged sheet metal had already been removed and the car was well into being repaired. Mr. [redacted] then informed me that his insurance company would not cover his rental 30 days past his accident date. I told [redacted] that we would check into if for him and see if we can see why. We called his insurance company on his behalf to see why they would be shutting his rental car off in which the informed us and him that per his policy he only had 30 days of coverage. Mr. [redacted] asked us if we would some how be able to start till mid night for the next week to get his vehicle done. I informed him I would do my best to get the vehicle repaired as quickly as possible but that we are still on track for where we should be with the repair and didnt want to sacrifice the quality of the repairs to speed it up. He acknowledged and left the office. During our next update with Mr. [redacted] we had informed him we would not be able to have his car done by 12/23/2016 per his request as there was still much work to be done. I do personally apologize for the nightmares some accidents can cause on a customer and we sincerely try our best to ensure that our company and staff helps make this process easier, this is not always achievable when dealing with a larger accident. Please not that the initial complaint is filed with Slander and Libel an issue I will proceed with litigation if need be. I have done my best to date to please Mr. [redacted] and will continue to do so until he has his vehicle back in his procession repaired properly with the antiquity repair time needed for this time of repair.