Response: [redacted]'s 2012 Toyota Camry was towed into Mizzoni's Auto Body on May 26, 2015. The vehicle arrived with extensive front end damage and right suspension damage. After a thorough inspection was completed by the shop and insurance company, the original delivery date was set with the...
customer by her insurance company for June 15, 2015. After completing repairs, the shop supervisor attempted to move the vehicle and found that it would not disengage from reverse. After a secondary inspection, it was diagnosed that the vehicle needed a transmission replacement. The transmission damage was unforeseen damage that would only be noticed once completion of suspension work. The customer was made aware of the additional damages and notified that vehicle would be sent to the dealer for the transmission to be replaced. Once the dealer repairs were completed, a shop representative drove the vehicle back to the shop, at which time it was inspected again. Everything ran smooth and the vehicle was ready for detail, so the shop called the customer and scheduled pick-up. The customer's father came to the shop to pick up the vehicle. We processed the paper work and payment, then handed the customer’s father the keys. Once he was in the car, the car started and the customer’s father noticed a warning light on the dashboard. We ran a quick diagnoses, which proved unsuccessful. The shop told the customer that we would take the vehicle to the dealership to have them clear the codes and resolve the issue, which shouldn't take long and should be done later on in the day. The shop received a phone call from the dealer explaining that due to the extensive suspension damage, the brake booster had failed and needed to be replaced. The customer's father returned to the shop, at which time we made customer aware of the additional damages and that we would not be able to release the vehicle. We explained that based on the conversation with the dealership, vehicle should be ready within the next couple of days. The insurance company was notified, at which time they notified Miss. [redacted] about the additional damages and that, as a courtesy, they would be covering half of her initial $500.00 deductible, as well as paying for a rental vehicle in good faith, as Miss. [redacted] didn't carry rental coverage on her policy. Once the dealership completed the repairs, the vehicle was brought back to the shop, re-inspected and delivered. The insurance company was involved in all steps of the process and their representatives maintained direct connection with Miss. [redacted]. The customer had a second claim with [redacted] for repairs that were minor and were completed well before the damages from the first claim. We and the insurance company apologized profusely to customer for the delays on her vehicle. At the conclusion of the repair process, the customer seemed to be content with the repairs that Mizzoni's Auto Body completed for her vehicle. Additional documentation is available upon request, should your investigation require further details.
Response: [redacted]'s 2012 Toyota Camry was towed into Mizzoni's Auto Body on May 26, 2015. The vehicle arrived with extensive front end damage and right suspension damage. After a thorough inspection was completed by the shop and insurance company, the original delivery date was set with the...
customer by her insurance company for June 15, 2015. After completing repairs, the shop supervisor attempted to move the vehicle and found that it would not disengage from reverse. After a secondary inspection, it was diagnosed that the vehicle needed a transmission replacement. The transmission damage was unforeseen damage that would only be noticed once completion of suspension work. The customer was made aware of the additional damages and notified that vehicle would be sent to the dealer for the transmission to be replaced. Once the dealer repairs were completed, a shop representative drove the vehicle back to the shop, at which time it was inspected again. Everything ran smooth and the vehicle was ready for detail, so the shop called the customer and scheduled pick-up. The customer's father came to the shop to pick up the vehicle. We processed the paper work and payment, then handed the customer’s father the keys. Once he was in the car, the car started and the customer’s father noticed a warning light on the dashboard. We ran a quick diagnoses, which proved unsuccessful. The shop told the customer that we would take the vehicle to the dealership to have them clear the codes and resolve the issue, which shouldn't take long and should be done later on in the day. The shop received a phone call from the dealer explaining that due to the extensive suspension damage, the brake booster had failed and needed to be replaced. The customer's father returned to the shop, at which time we made customer aware of the additional damages and that we would not be able to release the vehicle. We explained that based on the conversation with the dealership, vehicle should be ready within the next couple of days. The insurance company was notified, at which time they notified Miss. [redacted] about the additional damages and that, as a courtesy, they would be covering half of her initial $500.00 deductible, as well as paying for a rental vehicle in good faith, as Miss. [redacted] didn't carry rental coverage on her policy. Once the dealership completed the repairs, the vehicle was brought back to the shop, re-inspected and delivered. The insurance company was involved in all steps of the process and their representatives maintained direct connection with Miss. [redacted]. The customer had a second claim with [redacted] for repairs that were minor and were completed well before the damages from the first claim. We and the insurance company apologized profusely to customer for the delays on her vehicle. At the conclusion of the repair process, the customer seemed to be content with the repairs that Mizzoni's Auto Body completed for her vehicle. Additional documentation is available upon request, should your investigation require further details.