K.P.H.C.C.

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I never requested OEM partsI requested that the body shop submit a request to insurance to use OEM parts, but if they declined, it was ok to use after marketThis conversation took place the day I dropped the car off for repairWhy would the customer not be called and notified first if there were extra costs involved? There was a discounted price, which was not what we were looking forWe were asking for the amount to be adjusted off completely for work that was not authorized. I did not schedule the date to repair the carThe body shop scheduled the date. I spoke to the insurance adjuster regarding the damage to the other side of the car the night of the second accident (deer strike) The damage wasn't even noted to be there until then My husband did request to speak with the owner, but for whatever reason, was unable to
Regards,
*** ***

I have attached a copy of the estimate I wrote for you the first time you came into the shop for your vehicle damages. Estimate ID#***, dated 11/17/2016. The items marked as "S1" are additional damages we found on your vehicle once it was in the shop. The insurance company did
cover the additional damages. You had requested OEM parts when you came into the shop for us to write an estimate for the damages, I advised that I would put them on the estimate, but could not guarantee the insurance company would pay for them being the vehicle was over one year old. You wanted to schedule the repair, so I did so. We DID adjust the amount for the difference in the parts pricing from $down to $280. Which brought the parts down to the shops cost. You nor the insurance company provided me with an insurance estimate so I was forced to work off of the estimate I had wrote and provided to you. When you picked up your vehicle you questioned some damages on the opposite side of the vehicle and asked why we did not fix them. After speaking with the insurance adjusted, he advised that you had spoke with him and said that those damages were prior to your accident. No one from our shop has admitted fault, the owner also never declined to speak with you or your husband

We have spoke with the customer verbally over the phone

This concern has been discussed with the administrator of the agency.  She is going to investigate this allegation.  I am a new Corporate Compliance Officer, so I am not sure if I will need to submit anything else after resolution.  Thanks.