Customer, *** ***, hadvehicle towed into shop on Friday 5/22/and signed a workauthorization*** was listed as insurance company Estimator*** *** went out to inspect vehicle on 5/26/and found several partshad been removed from the vehicle. It appeared
that vehicle had alreadybeen partially torn down. Kevin called customer on 5/26/to obtain moreinformationCustomer indicated that insurance company had moved it to anotherlocation initially and an estimate was completedKevin explained to customerthat shop would need a copy of this estimate so all parties would be on thesame page when repairs beginCustomer provided insurance company contact*** ***, *** ***). Kevin followed up the insurancecompany and obtained a copy of their estimateInsurance company estimate was alittle over $11,000. Kevin followed up w/ theinsurance company on 5/29/to inquire if vehicle may be a total loss. Insurance company indicated there was over $to work w/ before vehiclerepairs may be reviewed for possible total lossParts were ordered Shop completed an additionaltear down on 6/and found approximately $more in damage. Kevinspoke w/ customer on same day and provided an update. Customer indicatedthat she didn’t want vehicle repaired Kevin explained to customer thatshe needed to discuss this w/ the insurance company. Kevin also explainedthat parts had been ordered and if vehicle was not repaired, tear down,storage, and restocking fees could apply and they may be responsible for thesecharges. *** *** also came into the shop office on 6/and met w/KevinKevin reviewed the above information w/ her and provided her w/ abreakdown of possible costHe further explained that these charges are usuallypaid for by the insurance company, but when the customer is retaining thevehicle, then they are responsible if the insurance company decides not topay. Customer indicated she would review information w/ herhusband. Kevin did explain that vehicle is repairable and shop would liketo repair it Kevin followed up w/ customer on6/2. Ms*** stated she would have her daughter, *** ***, give mea call because she felt her English was better. Kevin did not feel therewas a communication problem to begin w/, but understood. *** ***contacted the shop and all the above information was reviewed w/ her When a customer pulls a vehicle out of ashop that has already written an estimate, and there insurance company haswritten an estimate and chooses to bring it to us, signs an authorization torepair vehicle. It’s hard to think wedid anything wrong. I included a copy ofthe authorization that was signedvehicle was not a total, two estimates hadalready been written, one by insurance and one by other shop. customer signed autho, insurance companyverified there was coverage and verified we had a direct authorization to paysigned which we did , and the process started. To see her describe us as money hungry, scandalous, and a discriminating company makes me want to describe how wefelt. I was later told her parents being*** *** were handling claim with us because *** *** was to busy tohandle this claim herself, and she speaks perfect English, but not too busy tolisten in on all conversations on mute, which Kevin later told me she admittedto doing. She also told me that, but Ithought it sounded so weird it must be a miss understanding. Lacey Collision is one of the largestrepair facilities in Washington state. We repair over vehicles per month. We have no complaints with the Revdex.com. I think that there describes our character. I feel we have been set up from the start, itcost us a lot of money and loss to deal with this customer. Everything about this claim from going shopto shop playing the victim when there is a paying party that wants to get therevehicle fixed seams very strange to me. Noone in my office heard her say anything about estimate only, don’t order parts,so to believe this “I said it times” sounds very strange and would have alsobeen annoying to hear so many times, plus why would we want to order non-returnableparts for someone who told us times not to, and times to write estimateonly. I wouldn’t mind bringing the insurancecompany in on this, and possibly the other repair facility that had theirvehicle to hear their experience with this customer. I also don’t believe *** *** filed thiscomplaint, but was done by *** *** As I mentioned before I absorbed a lot ofmoney dealing with this customer. I onlycharged them $597.85 the $theydescribed was what the dealership was going to charge me for a restocking fee,and for the used parts that were not returnable. Luckily we have enough buying power I calledthe owner of the wrecking yard and pulled a favor to get this stuffreturned. The used parts were cut offanother vehicle which is why there non-returnable. I charged a total of three hours labor equaling$and a restocking fee of $for the air bags. NOT GREEDY AT ALL, BUT VERY GENEROUS Jeff D*** GM
Customer, *** ***, hadvehicle towed into shop on Friday 5/22/and signed a workauthorization*** was listed as insurance company Estimator*** *** went out to inspect vehicle on 5/26/and found several partshad been removed from the vehicle. It appeared
that vehicle had alreadybeen partially torn down. Kevin called customer on 5/26/to obtain moreinformationCustomer indicated that insurance company had moved it to anotherlocation initially and an estimate was completedKevin explained to customerthat shop would need a copy of this estimate so all parties would be on thesame page when repairs beginCustomer provided insurance company contact*** ***, *** ***). Kevin followed up the insurancecompany and obtained a copy of their estimateInsurance company estimate was alittle over $11,000. Kevin followed up w/ theinsurance company on 5/29/to inquire if vehicle may be a total loss. Insurance company indicated there was over $to work w/ before vehiclerepairs may be reviewed for possible total lossParts were ordered Shop completed an additionaltear down on 6/and found approximately $more in damage. Kevinspoke w/ customer on same day and provided an update. Customer indicatedthat she didn’t want vehicle repaired Kevin explained to customer thatshe needed to discuss this w/ the insurance company. Kevin also explainedthat parts had been ordered and if vehicle was not repaired, tear down,storage, and restocking fees could apply and they may be responsible for thesecharges. *** *** also came into the shop office on 6/and met w/KevinKevin reviewed the above information w/ her and provided her w/ abreakdown of possible costHe further explained that these charges are usuallypaid for by the insurance company, but when the customer is retaining thevehicle, then they are responsible if the insurance company decides not topay. Customer indicated she would review information w/ herhusband. Kevin did explain that vehicle is repairable and shop would liketo repair it Kevin followed up w/ customer on6/2. Ms*** stated she would have her daughter, *** ***, give mea call because she felt her English was better. Kevin did not feel therewas a communication problem to begin w/, but understood. *** ***contacted the shop and all the above information was reviewed w/ her When a customer pulls a vehicle out of ashop that has already written an estimate, and there insurance company haswritten an estimate and chooses to bring it to us, signs an authorization torepair vehicle. It’s hard to think wedid anything wrong. I included a copy ofthe authorization that was signedvehicle was not a total, two estimates hadalready been written, one by insurance and one by other shop. customer signed autho, insurance companyverified there was coverage and verified we had a direct authorization to paysigned which we did , and the process started. To see her describe us as money hungry, scandalous, and a discriminating company makes me want to describe how wefelt. I was later told her parents being*** *** were handling claim with us because *** *** was to busy tohandle this claim herself, and she speaks perfect English, but not too busy tolisten in on all conversations on mute, which Kevin later told me she admittedto doing. She also told me that, but Ithought it sounded so weird it must be a miss understanding. Lacey Collision is one of the largestrepair facilities in Washington state. We repair over vehicles per month. We have no complaints with the Revdex.com. I think that there describes our character. I feel we have been set up from the start, itcost us a lot of money and loss to deal with this customer. Everything about this claim from going shopto shop playing the victim when there is a paying party that wants to get therevehicle fixed seams very strange to me. Noone in my office heard her say anything about estimate only, don’t order parts,so to believe this “I said it times” sounds very strange and would have alsobeen annoying to hear so many times, plus why would we want to order non-returnableparts for someone who told us times not to, and times to write estimateonly. I wouldn’t mind bringing the insurancecompany in on this, and possibly the other repair facility that had theirvehicle to hear their experience with this customer. I also don’t believe *** *** filed thiscomplaint, but was done by *** *** As I mentioned before I absorbed a lot ofmoney dealing with this customer. I onlycharged them $597.85 the $theydescribed was what the dealership was going to charge me for a restocking fee,and for the used parts that were not returnable. Luckily we have enough buying power I calledthe owner of the wrecking yard and pulled a favor to get this stuffreturned. The used parts were cut offanother vehicle which is why there non-returnable. I charged a total of three hours labor equaling$and a restocking fee of $for the air bags. NOT GREEDY AT ALL, BUT VERY GENEROUS Jeff D*** GM