To Whom It May Concern,Mr [redacted] picked his vehicle up on 12/12/after us having it for several weeks for a large repairHis car had dealer added aftermarket mouldings on it which our supplier ( [redacted] ) was having trouble locatingWe made Mr [redacted] aware on the day of pick up about the part issue and that we would have him come back for the minute install once we received the partWe were made aware last week that [redacted] could not locate that particular brand of aftermarket mouldingWe were able to find it at another vendor ( [redacted] ), that we normally don't do business with, on Friday 2/24/and Mr [redacted] came in this morning for us to replace the mouldingMy estimator could have done a better job keeping our customer in the loop, but I do believe that it is now resolved and our customer is satisfied with the explanation of the timeline of events.Thanks, [redacted] ***Corporate Manager
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. This car is currently at Mercedes My proof and their proof will show who is in the wrong Your superiors will be contacted You will see me in court if this is not resolved I have other people including prior employees that have not good things to say about you I sure hope a class action does not result because of your shops inability to do qualify work You messed with the wrong person I did a stop check because you don't deserve a dime I will be paying Mercedes my deductible because they will do it right Good luck stopping *** from coming after you for that bill You guys have zero legs to stand on Zero !!!!!
Regards,
*** ***
To Whom It May Concern,Mr. [redacted] picked his vehicle up on 12/12/16 after us having it for several weeks for a large repair. His car had dealer added aftermarket mouldings on it which our normal supplier ([redacted]) was having trouble locating. We made Mr. [redacted] aware on the day of pick up...
about the part issue and that we would have him come back for the 15 minute install once we received the part. We were made aware last week that [redacted] could not locate that particular brand of aftermarket moulding. We were able to find it at another vendor ([redacted]), that we normally don't do business with, on Friday 2/24/16 and Mr. [redacted] came in this morning for us to replace the moulding. My estimator could have done a better job keeping our customer in the loop, but I do believe that it is now resolved and our customer is satisfied with the explanation of the timeline of events.Thanks, [redacted]Corporate Manager
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Craft Collision was very prompt and very courteous in addressing this issue. They have finished the repair.
[redacted]
To Whom It Concerns,We did have this customer car in our shop for 2 months, there were several parts that were on back order in the US market that had to be shipped from Mercedes of Germany. We did inform our customer of this in the beginning of the repair, and updated him on a regular basis...
with the shipping info. A job of this size would normally take us around a month depending on parts availability. The day that the customer came to pick up his vehicle, my estimator that handled the job went over the operation of the damage areas with him for about 15 minutes. He seemed satisfied with the work that was completed and paid his $500 deductible and headed home to [redacted]. Several days later he sent a less than polite email to the owner of Craft, which I replied to within a couple of hours that evening stating that I would be looking into his concerns first thing the next morning and calling him to discuss it. I talked with everyone involved with his repair and called him to discuss his concerns immediately that morning. We did miss the one emblem, I addressed that his alignment concerns were a result of bad tires (which he was made aware of during the repair, and he acknowledged that he knew of it), we addressed that a minor adjustment could be made to one of the trim panels, we admitted that we may have missed some dust on the cleaning, and I also told him that I would look into his light problem. He seemed satisfied that we would work with his insurance company to coordinate these items at a shop in [redacted] at his convenience. Two days later I was able to find out from our local Mercedes Dealer that his rear lamp was designed to operate just as it was operating. I called him to explain that, but got his voicemail and left him a rather long message explaining it. Later that day our Merchant Service company that handles the processing of credit cards and check payments informed us that his $500 deductible check was bad. I made his insurance company aware of it, and informed them that we wouldn't be paying for any of the minor issues that he had until he paid us for the bad check. His adjuster and our Merchant Services provider left him multiple voicemails that went unreturned. We did not see, nor charge for, any repairs that related to the hydraulic system of the top. It's not uncommon for there to be hidden damaged discovered at a later point on a job of this size, and all insurance companies are aware of that. This would be handled normally through the insurance company with a supplemental repair.I truly wish this customer would have reached out to us or his insurance company prior to slandering us on every social media review site and before filing a complaint with the Revdex.com, I am confident that it could have been resolved professionally and in a timely manner. Now that he has threatened us with a lawsuit, he leaves us very little room to be helpful in coordinating the additional repairs needed. Please let me know if you would like to see the correspondence between us and the customer to back up our response, or if you have any further questions.Thanks, Kirk L. Hicks
To Whom It May Concern,Mr [redacted] picked his vehicle up on 12/12/after us having it for several weeks for a large repairHis car had dealer added aftermarket mouldings on it which our supplier ( [redacted] ) was having trouble locatingWe made Mr [redacted] aware on the day of pick up about the part issue and that we would have him come back for the minute install once we received the partWe were made aware last week that [redacted] could not locate that particular brand of aftermarket mouldingWe were able to find it at another vendor ( [redacted] ), that we normally don't do business with, on Friday 2/24/and Mr [redacted] came in this morning for us to replace the mouldingMy estimator could have done a better job keeping our customer in the loop, but I do believe that it is now resolved and our customer is satisfied with the explanation of the timeline of events.Thanks, [redacted] ***Corporate Manager
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. This car is currently at Mercedes My proof and their proof will show who is in the wrong Your superiors will be contacted You will see me in court if this is not resolved I have other people including prior employees that have not good things to say about you I sure hope a class action does not result because of your shops inability to do qualify work You messed with the wrong person I did a stop check because you don't deserve a dime I will be paying Mercedes my deductible because they will do it right Good luck stopping *** from coming after you for that bill You guys have zero legs to stand on Zero !!!!!
Regards,
*** ***
To Whom It May Concern,Mr. [redacted] picked his vehicle up on 12/12/16 after us having it for several weeks for a large repair. His car had dealer added aftermarket mouldings on it which our normal supplier ([redacted]) was having trouble locating. We made Mr. [redacted] aware on the day of pick up...
about the part issue and that we would have him come back for the 15 minute install once we received the part. We were made aware last week that [redacted] could not locate that particular brand of aftermarket moulding. We were able to find it at another vendor ([redacted]), that we normally don't do business with, on Friday 2/24/16 and Mr. [redacted] came in this morning for us to replace the moulding. My estimator could have done a better job keeping our customer in the loop, but I do believe that it is now resolved and our customer is satisfied with the explanation of the timeline of events.Thanks, [redacted]Corporate Manager
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. Craft Collision was very prompt and very courteous in addressing this issue. They have finished the repair.
[redacted]
To Whom It Concerns,We did have this customer car in our shop for 2 months, there were several parts that were on back order in the US market that had to be shipped from Mercedes of Germany. We did inform our customer of this in the beginning of the repair, and updated him on a regular basis...
with the shipping info. A job of this size would normally take us around a month depending on parts availability. The day that the customer came to pick up his vehicle, my estimator that handled the job went over the operation of the damage areas with him for about 15 minutes. He seemed satisfied with the work that was completed and paid his $500 deductible and headed home to [redacted]. Several days later he sent a less than polite email to the owner of Craft, which I replied to within a couple of hours that evening stating that I would be looking into his concerns first thing the next morning and calling him to discuss it. I talked with everyone involved with his repair and called him to discuss his concerns immediately that morning. We did miss the one emblem, I addressed that his alignment concerns were a result of bad tires (which he was made aware of during the repair, and he acknowledged that he knew of it), we addressed that a minor adjustment could be made to one of the trim panels, we admitted that we may have missed some dust on the cleaning, and I also told him that I would look into his light problem. He seemed satisfied that we would work with his insurance company to coordinate these items at a shop in [redacted] at his convenience. Two days later I was able to find out from our local Mercedes Dealer that his rear lamp was designed to operate just as it was operating. I called him to explain that, but got his voicemail and left him a rather long message explaining it. Later that day our Merchant Service company that handles the processing of credit cards and check payments informed us that his $500 deductible check was bad. I made his insurance company aware of it, and informed them that we wouldn't be paying for any of the minor issues that he had until he paid us for the bad check. His adjuster and our Merchant Services provider left him multiple voicemails that went unreturned. We did not see, nor charge for, any repairs that related to the hydraulic system of the top. It's not uncommon for there to be hidden damaged discovered at a later point on a job of this size, and all insurance companies are aware of that. This would be handled normally through the insurance company with a supplemental repair.I truly wish this customer would have reached out to us or his insurance company prior to slandering us on every social media review site and before filing a complaint with the Revdex.com, I am confident that it could have been resolved professionally and in a timely manner. Now that he has threatened us with a lawsuit, he leaves us very little room to be helpful in coordinating the additional repairs needed. Please let me know if you would like to see the correspondence between us and the customer to back up our response, or if you have any further questions.Thanks, Kirk L. Hicks