Liberty Collision & Auto Group

This vehicle was repaired as per insurance estimate The customer complained on a noise in the right frontWe checked it out and found front wheel bearing was wornContacted insurance company, the adjuster refused to pay for the repairs due to the fact the wheels were not impacted in the collisionWe replaced the wheel bearing at no cost to customerShe picked up vehicle, rode with my tech was satisfied with outcome took vehicle.Customer call back a few days later says the vehicle has a vibration that was not there before the accidentAdvise her to drop off vehicle and we would check it out for herWe drove vehicle did have a vibration in the right rearFound there was three matching tires and one that did not match was of curse on the right rearKeep in mind vehicle was hit in right doorsthe tire on right rear was chopped and was causing the vibrationWe again at no cost to the customer we replaced the tire that was worn and choppy Customer all the time getting more rude keeps bringing up the fact that her vehicle should have been totaledI advised her that is up to her insurance companyWeek later she calls back complains of a noise that again was not there before the accidentWe checked vehicle and found there was rust build up on rotors edge and would rub backing plateCleaned and test droved with customer, customer was satisfied and took vehicleCustomer calls me Saturday tells me her guy told her the brake caliber bracket was bent front the accidentI advised her that the next step was to contact her insurance companyShe blew up, refused to bring vehicle back to my shopI again told her that she will have to contact her insurance company and the will come out ant inspect the damageI got about ( to) by three different people, most while my wife was next to me and heard all the screaming and just refusing to listen to what I was trying to tell themIn short, We put a two doors, where the insurance paid to replace one to repair the otherWe put a $wheel bearing and a tire all at not cost to herKeep In mind the vehicle wheel were never impacted in the collisionIn order for a caliber bracket to be bent it would have to be impacted be wheelThe customer is never going to be happy until the insurance company totals her vehicle outFloyd D [redacted]

Here is the receipt for the repair estimate from the new collision repair center
Thank You

This vehicle was repaired as per insurance estimate.  The customer complained on a noise in the right front. We checked it out and found front wheel bearing was worn. Contacted insurance company, the adjuster refused to pay for the repairs due to the fact the wheels were not impacted in the...

collision. We replaced the wheel bearing at no cost to customer. She picked up vehicle, rode with my tech was satisfied with outcome took vehicle.Customer call back a few days later says the vehicle has a vibration that was not there before the accident. Advise her to drop off vehicle and we would check it out for her. We drove vehicle did have a vibration in the right rear. Found there was three matching tires and one that did not match was of curse on the right rear. Keep in mind vehicle was hit in right doors. the tire on right rear was chopped and was causing the vibration. We again at no cost to the customer we replaced the tire that was worn and choppy.  Customer all the time  getting more rude keeps bringing up the fact that her vehicle should have been totaled. I advised her that is up to her insurance company. Week later she calls back complains of a noise that again was not there before the accident. We checked vehicle and found there was rust build up on rotors edge and would rub backing plate. Cleaned and test droved with customer, customer was satisfied  and took vehicle. Customer calls me Saturday tells me her guy told her the brake caliber bracket was bent front the accident. I advised her that the next step was to contact her insurance company. She blew up, refused to bring vehicle back to my shop. I again told her that she will have to contact her insurance company and the will come out ant inspect the damage. I got about ( 12 to15 ) by three different people, most while my wife was next to me and heard all the screaming and just refusing to listen to what I was trying to tell them. In short, We put a two  doors, where the insurance paid to replace one  to repair the other. We put a $300. wheel bearing  and a tire all at not cost to her. Keep In mind the vehicle wheel were never impacted in the collision. In order for a caliber bracket to be bent it would have to be impacted be wheel. The customer is never going to be happy until the insurance company totals her vehicle out. Floyd D[redacted]

I
must say I was surprised that my customer has filed a complaint against me....

I
have been a Revdex.com member for over 10 years with an A+ rating that we have worked
very hard to earn. I have 35 years experience and have owned my own business
for 12 years during which I have repaired well over 30 thousand vehicles.  This is the first complaint that we have had
to answer with the Revdex.com.
         Complaint
o   
I brought my vehicle to Liberty collision for repairs, Vehicle was
tied up for 4 weeks, after promised it would only    take up to a week. 
 ** Answer:  
·        
Vehicle was dropped
off at my shop on 1-23-14.  The insurance
company came out 8 days later and wrote an estimate on 1-30-14.  As is standard in the business on a vehicle
more than one year old, the insurance company will write for either NEW, LKQ (used),
or AM (aftermarket) parts.  The insurance company will also locate their own
LKQ and AM parts.  We cannot order parts
until the insurance company write the estimate for two reasons; first, the
vehicle may be a totaled loss and second, the insurance company will locate
their own parts.  We got the estimate and
the owner’s authorization to start repairs on Thursday the 30th.
We order the part that the
insurance company located.  This turns
out to be problematic.  The quarter glass
was the wrong one.  We finish the repairs
and informed the customer that we had to reorder the glass but he could take
his vehicle and bring it back to replace the glass when the correct one came in
as I knew he did not have rental coverage.  He did not want to pick it up until finished
as he was borrowing a vehicle from a mutual friend of ours.
                When the glass came in we finished the repairs and the
customer picked up the vehicle.  A few
days later he came by and showed me that the image in the side view mirror seemed
to have a 3D effect.  The customer also
stated that when the sun light hit the vehicle just right you could see some
buffing swirls and he had a little vibration in the front.  He wanted us to rebalance tires.  He was upset and as we walked around the
vehicle he became even more upset.  I
explained that these are minor issues that I will take care of.  I explained that we would replace the mirror that
neither he nor I noticed initially, then send the vehicle to a detail shop to
get the buffing swirls out, and check the alignment and balance the tires.
I reordered the mirror that
the insurance company originally located, repainted when it came in and called the
customer to bring the vehicle in at his convenience.  A few days later he dropped it off.  We installed the mirror, sent the vehicle out
to be buffed polished and detailed, had the alignment shop redo the alignment
and balance the tires.
Customer was to pickup
vehicle after hours and texted me that a light was out and would pick up the
next day.  We found that a fog light on
the opposite side was out and replaced it at no charge.  The customer picked up the vehicle the
following day.  We thought all was good and
never heard from him until this. 
note: 
This is a customer I have
known for years. 
This is an eight year old vehicle
bought at auction for about $3,000.00 with 160,000 miles on it.
This vehicle had previous
bodywork and numerous rust spots. 
This is a customer that I
repaired his vehicle a few months before this repair.  We had no issues and saved him $1000.00 off
the cost of repairs.  
This is a customer I let use
my shop to put brakes on his son’s vehicle. 
The insurance payment for this
repair was $6692.17. I put a tire on his vehicle
that cost me $156.87.
I put front pads and rotors
on his vehicle that cost me $410.52.
The total cost of repairs was
$7258.86 Customer paid $6000.00 saving him $1258.86.
This was at his request, to
use some of the insurance payment to do these repairs.