[redacted] called us on 10/15/2015 and advised us that she had been in an accident
and wanted us to repair her vehicle. She is a repeat customer and did not know
if she was going to pay for the repairs herself or put in a claim with her
insurance company which is [redacted]. That same...
afternoon [redacted] brought
her vehicle in and advised us that she would be calling [redacted] to report
the claim and wanted to leave the vehicle for repair. The damage that the
customer showed us and reported to [redacted] Insurance was on the rear of
the vehicle. Once
the vehicle came into the shop to be repaired we noticed a hole in the roof of
the vehicle. We called the customer and the customer advised us that they were
unaware of any damage to the roof of the
vehicle and thought that it could have happened on our lot. We reviewed the
security camera footage and saw that the hole was in the roof when the vehicle
was dropped off on 10/15/15. We
called the customer and [redacted] Insurance. The customer said that the damage
to the roof was not part of the damage that happened to the rear of the vehicle
and decided to open another claim with [redacted] to repair the roof. As far as the
time frame for fixing the [redacted], the original repair for the
rear of the vehicle was complete on 10/21/15. We received the new
claim information from [redacted] on 10/27/15. We ordered a roof for
the vehicle and it was scheduled to arrive on 11/9/2015 but was
backordered. We spoke with the customer on 11/17/15 and advised that the
roof had arrived and was installed, we advised that the vehicle was
in the paint department and would be painted the next day. The
vehicle was ready and picked up on 11/25/2015.We
are sorry that the second repair took longer than expected. Sometimes parts are
on back order and that is out of our control. We did our best to get the
vehicle back to the [redacted] Family as soon as we could. Unfortunately
we cannot reimburse them for their deductible. They chose to report the second
claim to their insurance carrier in order to have the repairs done. We do not have any
control over the amount of a deductible or rates that an insurance company
charges.
[redacted] called us on 10/15/2015 and advised us that she had been in an accident
and wanted us to repair her vehicle. She is a repeat customer and did not know
if she was going to pay for the repairs herself or put in a claim with her
insurance company which is [redacted]. That same...
afternoon [redacted] brought
her vehicle in and advised us that she would be calling [redacted] to report
the claim and wanted to leave the vehicle for repair. The damage that the
customer showed us and reported to [redacted] Insurance was on the rear of
the vehicle. Once
the vehicle came into the shop to be repaired we noticed a hole in the roof of
the vehicle. We called the customer and the customer advised us that they were
unaware of any damage to the roof of the
vehicle and thought that it could have happened on our lot. We reviewed the
security camera footage and saw that the hole was in the roof when the vehicle
was dropped off on 10/15/15. We
called the customer and [redacted] Insurance. The customer said that the damage
to the roof was not part of the damage that happened to the rear of the vehicle
and decided to open another claim with [redacted] to repair the roof. As far as the
time frame for fixing the [redacted], the original repair for the
rear of the vehicle was complete on 10/21/15. We received the new
claim information from [redacted] on 10/27/15. We ordered a roof for
the vehicle and it was scheduled to arrive on 11/9/2015 but was
backordered. We spoke with the customer on 11/17/15 and advised that the
roof had arrived and was installed, we advised that the vehicle was
in the paint department and would be painted the next day. The
vehicle was ready and picked up on 11/25/2015.We
are sorry that the second repair took longer than expected. Sometimes parts are
on back order and that is out of our control. We did our best to get the
vehicle back to the [redacted] Family as soon as we could. Unfortunately
we cannot reimburse them for their deductible. They chose to report the second
claim to their insurance carrier in order to have the repairs done. We do not have any
control over the amount of a deductible or rates that an insurance company
charges.