Lupe's Body Shop

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

We were originally contracted to repair a 2013 Dodge Durango for [redacted] on September 9, 2014. The majority of the damage was to the front and left front of the vehicle. The initial estimate was for $7,539.35. After the inititial teardown, we found additional damage to the vehicle and...

requested supplemental damage estimates from Progressive Insurance on 09/09/14, 09/12/14, and 09/19/14. After completing all repairs, we then sent the vehicle to alignment where they found additional damage to the suspension and I then requested a fourth Supplemental damage estimate from Progressive on 09/24/2014. The total of these estimates came to $10,354.35. On 09/26/2014, after a complete delivery inspection by a technicician and myself to insure all repairs had been completed , I called the customer and told them the vehicle was completed and and ready for delivery. When [redacted] and her husband came to pick up the vehicle they said they wanted to drive the vehicle. Upon returning from the test drive, the said the heard a rattling noise coming from the rear end and that the back bumper was damaged. Since all the damage was to the front, I told them the rear damage was probably not related but I would contact Progressive and request another supplement and let them make the determination on whether rear damage was accident related. [redacted], a Progressive representative came and inspected the vehicle and determined that the rear bumper damage and most likely the rear suspension damage was not related to accident but we could send the vehicle back to Pro Tech (the alignment shop) and if they felt like the rear suspension was accident related then Progressive would cover the rear suspension. They would not cover the rear bumper as it had previously been damaged, repainted and had touch up paint on some scratches. We went ahead and repaired and repainted their rear bumper at our own expense just to try and satisfy the customer. [redacted] also found some additional damage previously missed on the other four estimates written by Progressive and wrote a fifth supplemental estimate for a grand total of $10,552.37 on 10/06/2014. After completing all additional repairs and replacing all additional parts, we again inspected vehicle, this time with a Progressive representative, and called the customer and told them the vehicle was ready to be picked up. The customer drove by, never got out of their vehicle, and called Progressive and told them the vehicle was not ready because the hood was not aligned right. At this time we said we were not going to do anything else to this vehicle because there was nothing wrong with the alignment of the hood and all repairs had been done in accordance with the estimates and we had even done additional work at no charge to the customer. It was apparent that no matter what we did the customer was not going to be happy. Progressive had the vehicle towed to another body shop in Lubbock and no additional damage was found and the alignment of the hood was found to be satisfactory. We feel we have gone above and beyond what would be reasonably expected to satisfy this customer and have been out considerable expenses on rental and additional repairs not related to accident that we wont get reimbursed for and this complaint is completely unwarranted.

On February 25, 2015, [redacted] brought us a 2015 Chevrolet Colorado for repairs for damage on the left side of the rear bumper. We replaced the rear bumper per the estimate from Progressive with a new factory bumper. We also requested a supplemental estimate from Progressive for additional...

damage we found after beginning repairs. The supplemental damage was for a cylinder ring, a retainer. After completion of authorized repairs, the customer came to pick up vehicle and was not happy with the way the plastic step pads fit and refused to take vehicle. we requested another supplement from Progressive to address customers concern and Progressive only authorized us to replace a plastic bumper insert on the left side of bumper. I then had a progressive representative, [redacted], look at bumper and he stated he did not think customer would be happy. He asked me to order another bumper which would be coming from Lansing, Michigan, and transfer all brackets and step pads over to new unpainted bumper when it arrived. However , Progressive stated they would not pay for the labor involved to do this. To try and resolve this issue, I ordered all new brackets and step pads for the bumper, also coming from Lansing, Michigan, which Progressive also stated they would not pay for. When I contacted [redacted] 0n April 02, 2015 to explain to her what I was doing and why it was taking so long, she stated she just wanted her money back, the old parts put back on, and to pick up the truck to take it somewhere else. I explained to her we have already purchased the parts, painted the bumper, and assembled the bumper, so we would deliver the vehicle with the parts and repairs we had been paid for and authorized by Progressive to do, but we could not refund her money. I told her she was welcome to take it anywhere else she liked, and if they found any additional damage, she would have to contact Progressive to get any further repairs done as they had stated to me that they were paying for nothing else because as far as they were concerned, the repairs had been completed satisfactorily. No one at Lupe's has been giving her the run around, as we have told her exactly what we were doing, what parts had been ordered, where parts were coming from, and the reason for the delay, and what Progressive would and would not authorize us to do. We have only been paid for the parts and repairs we have done, inspected by myself, [redacted]), [redacted]) and [redacted] (Progressive representative) and all found to be up to industry standards and pre collision condition so I do not feel we owe [redacted] a refund and her truck is ready to be picked up, completed today 04/02/2015.