Lovetts Body Shop

To address the above referenced complaint ; I am submitting documentation to support our position and to prove the allegations presented  by Ms. [redacted] are false and slanderous.

Exhibit "A" copy of file folder- Vehicle was left for repairs by [redacted] on October 31,2013....

 Vehicle was completed and delivered to [redacted] on November 22, 2013.

Exhibit "B" Repair Order Notes -The attached exhibits 1-3 are time stamped notes which pertain to the repairs and customer communication. Please see note on exhibit B-2 January 17, 2014. Mr. [redacted] came in with the vehicle he had a list of 4 issues, none of which was a wind noise or a problem with the windshield. Please see Exhibit "C" copy of invoice for parts received , for additional repairs on behalf of Mr. [redacted]

April 22, 2014 five months after original repair Ms. [redacted] came in with complaints of a wind noise. [redacted] handled the complaint as noted in both Ms. [redacted]'s statement as well as our timed stamped system notes.

April 24, 2014- Please see Exhibit "D'' invoice for windshield seal received April 24 2014 call made to customer , no answer, left voice mail advising that the part had arrived and to please call to schedule the install. Additional notifications of parts arrival were not noted in system. Customer stated in her complaint that no one called her, this is false.

July 28, 2014 - Ms. [redacted] stated in her complaint that she contacted Lovetts on July 26, 2014 to have the part installed, July 26, 2014 is a Saturday, Lovetts is not open for business on Saturday's or Sunday's. Ms. [redacted] called on July 28, 2014. See Exhibit ''B" Repair Order Notes to file. Ms. [redacted] did have a scheduled appointment which she failed to keep. See Exhibit "B" Repair Order Notes to file.

July 30, 2014 - Ms. [redacted] arrived without a scheduled appointment ; we were more than happy to accommodate her. Ms. [redacted]'s vehicle was taken to our technician to have the seal installed. Please see Exhibit "E'' photo taken prior to installation of windshield seal. The photo was taken to verify installation of seal; [redacted] assumed Ms. [redacted] was already aware of the crack in her windshield. Please refer Exhibit "B" Repair Order Notes for July 30, 2014 the continuation of highlighted entries for that day; with regard to the complaint filed by Ms. [redacted];

Ms. [redacted] did indeed call Lovetts Bodyshop and spoke with [redacted].  [redacted] tried to explain to Ms. [redacted]; the windshield was cracked when she arrived to have the seal installed, Ms. [redacted] was not receptive to the facts. Prior to Ms. [redacted] hanging up on [redacted] advised Ms. [redacted] to contact her insurance company and file a glass claim as the damage to her windshield was prior to her arrival to Lovetts Bodyshop and not a result of having the seal replaced. As stated in her complaint Ms. [redacted] did indeed call her insurance company.

As noted in Ms. [redacted] 's complaint, she again called the office; she advised Lauren that she would like to e-mail Lovetts a photo of the damage to her windshield. (Please see Exhibit "F'' photo sent to Lovetts by Ms. [redacted]) Ms. [redacted] called again, explained she had a representative of [redacted] Auto Glass with her and would like to speak with [redacted]. The representative who she called [redacted] spoke with [redacted] explained to [redacted], in his opinion "the technician who installed the seal must have used a tool to remove the roof molding and cracked the glass, additionally the cost to have the windshield replaced would be more than $800.00" [redacted] then informed him that to remove the roof molding does not require any type of tool, it simply twists off the clips, furthermore , [redacted] questioned the cost of the replacement windshield as the existing windshield was replaced  in November of 2013 with a factory  windshield at almost half the cost.. Please see Exhibit ''G" insurance supplement, page 3, the arrow shows what the insurance company paid to have the glass replaced. After speaking with the [redacted] Glass representative, [redacted] again spoke with Ms. [redacted], trying to resolve the dispute. [redacted] offered to send Chris Tourek with Turning point glass to further inspect the damage to determine the cause, if he felt that Lovetts was in any way responsible for the damage as a result of replacement of the windshield in November 2013 that we would cover that cost. Ms. [redacted] demanded  Turning Point Glass be at her home by 9:00am, [redacted] advised she would do her very best and she would see what she could do.

Ms. [redacted] again called Lovetts Bodyshop , she asked to speak to the Manager, and the called was transferred to me ([redacted]), Ms. [redacted] was upset, I allowed her to rant as she was very unhappy with [redacted]. I then tried to talk with her and explain what we were trying to do to resolve the problem, I tried to explain that we had proof the windshield was already cracked when she arrived this morning, but we were still willing to resolve this. Ms. [redacted] continued her rant unwilling to allow me the opportunity to speak. At that point I told her she needed to "shut up" I could not help her if she was unwilling to let me speak. I could have chosen a more appropriate way of asking her to please allow me to speak and for that I most assuredly apologize. At that point, speaking over her rant I advised her that she needed to file a claim with her insurance company, if her insurance company felt that we were responsible we would deal with them, I then hung up the phone.

By examining Exhibits "E" and "F" side by side you can see that the crack was already present at the time Ms. [redacted] brought her vehicle in on the morning of July 30th 2014. At this point, I can not explain how the crack appeared, I have proven by both our photo and the photo provided by Ms. [redacted] that the crack was already present. The fact that we offered to replace the missing seal three month s after the vehicle had left the shop shows good faith. We did not question as to how the seal might have come out from under the roof molding that firmly hold s it in place, we just ordered the part and replaced it. To be accused of being liars, dishonest and a linty of other false claims is very disheartening.

As of this date, we have not been contacted by Ms. [redacted] 's insurance company requesting reimbursement.

Respectfully,

Review: Lovett's was contracted to repair the damages occurred to my car as a result of a car accident. on October, 2013. Their service was very poor and the job was incomplete. As soon as I started driving my car again in March 2014, I noticed this noise coming from the windshield. I went to Lovett's and they agreed to send me their "glass guy" to look at it. He showed up the next day and informed me it will be repair. I waited and waited and Lovett's never called me back. On July 26th, I contacted them again in regards to the repair. They finally said they have the parts and I can go there anytime. I went yesterday, July 28th, 2014. They returned my car with a broken windshield and denied responsibility. Through my insurance company, I contracted [redacted] to change my windshield. The technician informed me that it was a stress crack done when the they tried to removed the windshield. I have pictures that show the point of origin of the crack underneath the rubber ( it was not a point of impact crack). When I confronted Lovett's manager and [redacted], a damage analyst, with the pictures and even the [redacted] technician, [redacted], explained them in detail how they cracked the glass, they denied responsibility. The technician also found that 5 clips and a retainer clip were missing. That means that when they repaired my car the first time, they didn't put those clips as they should have done it. The manager was very disrespectful and showed no ethics in how to treat a client. They denied responsibility and hung up the phone on me. These are very dishonest people and should be find accountable for their actions.Desired Settlement: I want them to assume responsibility for the damages and repair my car properly. I would like a sincere apology for their dishonesty and disrespect to another human being.

Business

Response:

To address the above referenced complaint ; I am submitting documentation to support our position and to prove the allegations presented by Ms. [redacted] are false and slanderous.

Exhibit "A" copy of file folder- Vehicle was left for repairs by [redacted] on October 31,2013. Vehicle was completed and delivered to [redacted] on November 22, 2013.

Exhibit "B" Repair Order Notes -The attached exhibits 1-3 are time stamped notes which pertain to the repairs and customer communication. Please see note on exhibit B-2 January 17, 2014. Mr. [redacted] came in with the vehicle he had a list of 4 issues, none of which was a wind noise or a problem with the windshield. Please see Exhibit "C" copy of invoice for parts received , for additional repairs on behalf of Mr. [redacted]

April 22, 2014 five months after original repair Ms. [redacted] came in with complaints of a wind noise. [redacted] handled the complaint as noted in both Ms. [redacted]'s statement as well as our timed stamped system notes.

April 24, 2014- Please see Exhibit "D'' invoice for windshield seal received April 24 2014 call made to customer , no answer, left voice mail advising that the part had arrived and to please call to schedule the install. Additional notifications of parts arrival were not noted in system. Customer stated in her complaint that no one called her, this is false.

July 28, 2014 - Ms. [redacted] stated in her complaint that she contacted Lovetts on July 26, 2014 to have the part installed, July 26, 2014 is a Saturday, Lovetts is not open for business on Saturday's or Sunday's. Ms. [redacted] called on July 28, 2014. See Exhibit ''B" Repair Order Notes to file. Ms. [redacted] did have a scheduled appointment which she failed to keep. See Exhibit "B" Repair Order Notes to file.

July 30, 2014 - Ms. [redacted] arrived without a scheduled appointment ; we were more than happy to accommodate her. Ms. [redacted]'s vehicle was taken to our technician to have the seal installed. Please see Exhibit "E'' photo taken prior to installation of windshield seal. The photo was taken to verify installation of seal; [redacted] assumed Ms. [redacted] was already aware of the crack in her windshield. Please refer Exhibit "B" Repair Order Notes for July 30, 2014 the continuation of highlighted entries for that day; with regard to the complaint filed by Ms. [redacted];

Ms. [redacted] did indeed call Lovetts Bodyshop and spoke with [redacted] tried to explain to Ms. [redacted]; the windshield was cracked when she arrived to have the seal installed, Ms. [redacted] was not receptive to the facts. Prior to Ms. [redacted] hanging up on [redacted] advised Ms. [redacted] to contact her insurance company and file a glass claim as the damage to her windshield was prior to her arrival to Lovetts Bodyshop and not a result of having the seal replaced. As stated in her complaint Ms. [redacted] did indeed call her insurance company.

As noted in Ms. [redacted] 's complaint, she again called the office; she advised Lauren that she would like to e-mail Lovetts a photo of the damage to her windshield. (Please see Exhibit "F'' photo sent to Lovetts by Ms. [redacted]) Ms. [redacted] called again, explained she had a representative of [redacted] Auto Glass with her and would like to speak with [redacted]. The representative who she called [redacted] spoke with [redacted] explained to [redacted], in his opinion "the technician who installed the seal must have used a tool to remove the roof molding and cracked the glass, additionally the cost to have the windshield replaced would be more than $800.00" [redacted] then informed him that to remove the roof molding does not require any type of tool, it simply twists off the clips, furthermore , [redacted] questioned the cost of the replacement windshield as the existing windshield was replaced in November of 2013 with a factory windshield at almost half the cost.. Please see Exhibit ''G" insurance supplement, page 3, the arrow shows what the insurance company paid to have the glass replaced. After speaking with the [redacted] Glass representative, [redacted] again spoke with Ms. [redacted], trying to resolve the dispute. [redacted] offered to send Chris Tourek with Turning point glass to further inspect the damage to determine the cause, if he felt that Lovetts was in any way responsible for the damage as a result of replacement of the windshield in November 2013 that we would cover that cost. Ms. [redacted] demanded Turning Point Glass be at her home by 9:00am, [redacted] advised she would do her very best and she would see what she could do.

Ms. [redacted] again called Lovetts Bodyshop , she asked to speak to the Manager, and the called was transferred to me ([redacted]), Ms. [redacted] was upset, I allowed her to rant as she was very unhappy with [redacted]. I then tried to talk with her and explain what we were trying to do to resolve the problem, I tried to explain that we had proof the windshield was already cracked when she arrived this morning, but we were still willing to resolve this. Ms. [redacted] continued her rant unwilling to allow me the opportunity to speak. At that point I told her she needed to "shut up" I could not help her if she was unwilling to let me speak. I could have chosen a more appropriate way of asking her to please allow me to speak and for that I most assuredly apologize. At that point, speaking over her rant I advised her that she needed to file a claim with her insurance company, if her insurance company felt that we were responsible we would deal with them, I then hung up the phone.

By examining Exhibits "E" and "F" side by side you can see that the crack was already present at the time Ms. [redacted] brought her vehicle in on the morning of July 30th 2014. At this point, I can not explain how the crack appeared, I have proven by both our photo and the photo provided by Ms. [redacted] that the crack was already present. The fact that we offered to replace the missing seal three month s after the vehicle had left the shop shows good faith. We did not question as to how the seal might have come out from under the roof molding that firmly hold s it in place, we just ordered the part and replaced it. To be accused of being liars, dishonest and a linty of other false claims is very disheartening.

As of this date, we have not been contacted by Ms. [redacted] 's insurance company requesting reimbursement.

Respectfully,

Lovett's body shop changed owners about a year ago I was unaware of this or would have checked them out first. I took my truck there for mechanical and paint and body work. The mechanical work was not completed correctly, they claim if I bring it back they will make it right, and the paint and body work I could have done a better job in my backyard with a spray can. The insurance company talked with them and they were to call me and pick up the truck and correct the problem, thay was 3 weeks ago and haven't heard a word. Stay away from this place, all though i'm sure they will be out of business soon.

I would highly recommend Lovett's!! They had my repairs done in one day! That was including the new radiator and ac condenser!! Vicky is amazing and help us so much! This is what auto shops should be like!