Kustom Kraft

[redacted] This letter is in response to a complaint received from your company ID number [redacted] After receiving your letter I spoke with everyone involved at our end and there seems to be quite a difference of what we feel took placeMs [redacted] brought her car to our shop for our estimator to look atAfter reviewing her car briefly he suggested verbally that she should probably contact her insurance company as the repair cost was probably $2500-$dollars unless she was prepared to pay that amount personallyShe contacted her insurance company and arranged to drop the car off and have their appraiser to look atShe did drop it off and a few days later the appraiser viewed the carShe contacted us a few days later and we told her we had not received an estimate yetWe then put a call into her insurance company but received no return callA few days later another call and we received the response that the car appeared to be a total loss and they would be contacting the owner to let her knowNormally at this point the car will stay here while the insurance company reaches a settlement with the owner and then the car is picked up, any advance towing and storage charges paid by the insurance company and the car taken to a salvage yardAt this point, unknown to us, Ms [redacted] must of taken a lesser settlement and retained her car as salvage, (which entails her keeping her damaged car as-is, getting a salvage title through DMV, brake and light inspections from the state and the assumption of any storage and towing bills due on the vehicle, which I am sure this was explained to her by her insurance company during the settlement process)The next call we received from Ms [redacted] was wanting to know if her car was finishedWe never received notice that she wanted the car fixed, In fact we never received any estimate from her insurance company and we had never even prepared an estimate for the damages to her vehicleHow can we be fixing a car when we haven't even reached an agreed price? She then said she wanted to pick her car upThe next day we had a couple of techs partially reinstall what part could be reinstalled at her request, she at no time gave us the option of doing the repairs to her car, she then angrily paid the storage and leftI reached out yesterday to Ms [redacted] with the intent of letting her know that any storage fees collected could be applied to the repair of her car, which is our standard policy but could but could not get get that far into the conversation before she became agitated again, debating anything I said and saying she was taking the car to Los Angeles for repair and I chose to end the conversation at that pointMy offer to apply the storage fees collected towards repairs to her car still stands [redacted] Kustom Kraft Collision Center [redacted] Palm Desert, Ca Velie Way Palm Desert, Ca fax [redacted] KustomKraftCollision.com

I am rejecting this response because:
Kustom Kraft did give me a verbal estimate to repair my car. I did accept the estimate and dropped off the car. I dropped the car off Oct. 18th and the adjuster came Oct. 20th, not a few days later. I called Kustom Kraft 3 or 4 days later to be told adjuster hadn't been there yet. I asked the man to call me back when he came. A week later I called again and was told the adjuster had been there but totaled the car. I told them to fix the car as I was keeping it. Since I thought we agreed on the estimated price, they were going to fix my car. If I had known they weren't going to fix my car,I would have picked it up immediately as I had a rental car. After having my car for three weeks and nothing done, I called Kustom Kraft and told them I would pick my car up in an hour. Needless to say, I was very unhappy with the company. I was told my car wasn't ready, so I asked them how long it would be. I was told one hour so I waited for it but it was brought to the office door within 10 minutes. When I reached for my keys, two men told me I have to pay storage fees! That was the first time I was told anything about storage fees.When I was driving home, I noticed my mileage was higher than I remembered when I left my car. Also, I noticed the plastic that contains my registration and proof of insurance was not in the glove box but on the floor on passenger side. I was thinking something is odd here. When I got home I called the adjuster and asked him two questions. 1 what date did you examine my car and 2 did you check my odometer? He came to look at my car Oct. 20th, two days after I brought it in, not 4. When I asked him about the odometer reading, it was higher than when I picked up my car, so instead of "storing it, Kustom Kraft was driving it.Clearly, I am not happy with this company.

[redacted] This letter is in response to a complaint received from your company ID number [redacted]. After receiving your letter I spoke with everyone involved at our end and there seems to be quite a difference of what we feel took place. Ms. [redacted]  brought her car to our shop for our estimator...

to look at. After reviewing her car briefly he suggested verbally that she should probably contact her insurance company as the repair cost was probably $2500-$3300 dollars unless she was prepared to pay that amount personally. She contacted her insurance company and arranged to drop the car off and have their appraiser to look at. She did drop it off and a few days later the appraiser viewed the car. She contacted us a few days later and we told her we had not received an estimate yet. We then put a call into her insurance company but received no return call. A few days later another call and we received the response that the car appeared to be a total loss and they would be contacting the owner to let her know. Normally at this point the car will stay here while the insurance company reaches a settlement with the owner and then the car is picked up, any advance towing and storage charges paid by the insurance company and the car taken to a salvage yard. At this point, unknown to us, Ms [redacted] must of taken a lesser settlement and retained her car as salvage, (which entails her keeping her damaged car as-is, getting a salvage title through DMV, brake and light inspections from the state and the assumption of any storage and towing bills due on the vehicle, which I am sure this was explained to her by her insurance company during the settlement process). The next call we received from Ms. [redacted] was wanting to know if her car was finished. We never received notice that she wanted the car fixed, In fact we never received any estimate from her insurance company and we had never even prepared an estimate for the damages to her vehicle. How can we be fixing a car when we haven't even reached an agreed price? She then said she wanted to pick her car up. The next day we had a couple of techs partially reinstall what part could be reinstalled at her request, she at no time gave us the option of doing the repairs to her car, she then angrily paid the storage and left. I reached out yesterday to Ms. [redacted] with the intent of letting her know that any storage fees collected could be applied to the repair of her car, which is our standard policy but could but could not get get that far into the conversation before she became agitated again, debating anything I said and saying she was taking the car to Los Angeles for repair and I chose to end the conversation at that point. My offer to apply the storage fees collected towards repairs to her car still stands.   [redacted] Kustom Kraft Collision Center [redacted] Palm Desert, Ca 92255 74853 Velie Way Palm Desert, Ca 92260 760 346 9102 760 773 3874 fax [redacted] KustomKraftCollision.com