MARK MARTIN HOMES

Business response:We never want to have dissatisfied customersWe strive to do good quality repairs and our goal is to repair every vehicle to our customer's satisfactionIf we do have an issue meeting our customers' expectations, of course we offer to redo the work.On your vehicle your insurance company originally wrote the estimate to repair the front bumperWe do not believe that the bumper was repairableWe supplemented them for replacement of the bumper; they approved but wrote supplement for a non-factory-aftermarket bumper.In the rear they wrote the estimate to replace the bumper, but again with a non-factory aftermarket bumperAfter you arrived, looked at your vehicle and were dissatisfied with the quality of the repair we agreed to do It overWe supplemented the insurance company again for a factors/ rear bumper due to the poor quality of the fit of the bumper and poor quality of the manufacture of the bumper.We did this to improve the fit and finish of the bumper cover and for the paint to adhere betterAfter sending them the request with pictures they agreedWhen it comes to color match your statement that "all bumpers' match the body of the vehicle" Is not trueThere are many cars that have never been in an accident, and the factory has painted that do not matchWe have been provided by the paint manufactures with service bulletins and brochures stating difference in color from steel to plastic materialsThe paint on your car is three stage paint, sometimes called pearlThis is one of the hardest colors to matchYour car has its own paint code that informs us of the colorThat code has thirty variancesThat means that code has thirty changes to the formulaThat code is very difficult especially on bumpers to match, With that being said we will do everything we can to satisfy youWe ate very sorry for the delay and wilt do everything possible to get your car back to you as soon as possible.-Ancira Body Shop

Dear *** Per our conversation Ancira Chevrolet service deptreimbursed customer there check outThanks *** ***

Complaint: ***
I am rejecting this response because:
Despite your long explanation, excuses, and argumentative stance (which continues to reflect your poor customer service), none of this information had been conveyed to us originallyWe had not been told that a third party bumper was going to be usedYou knew that the bumper needed replacedYou seem disgustingly aware of your abilities (or lack there of) to match the paintWhy wasn't a factory part requested, when you had to negotiate with the insurance company? Factory bumpers (which are plastic, and match) come pre-paintedAll you need to do is submit the color codeSince you already seemed to know that color wasn't going to match, why did the body shop not request factory replacement? Additionally, as noted before, the bumper had many more issues that just the paint not matchingThere were scrapes in the paint at each corner of the bumper, and an noticeable wrinkle in the undercoat near the tail lightEven though you were not capable of matching the color, you should at least be capable of painting the bumper and installing it without damage (since thats the whole reason it needed replaced anyways).Now, I get to pay for the replacement, and be without my car for a monthWhile you are fixing your mistake, I also get to make a payment on itAt this point, I'm not sure you are qualified to be handling this case further, and I am seeking a representative from Toyota
Regards,
*** ***

Business response:We never want to have dissatisfied customers. We strive to do good quality repairs and our goal is to repair every vehicle to our customer's satisfaction. If we do have an issue meeting our customers' expectations, of course we offer to redo the work.On your vehicle your insurance...

company originally wrote the estimate to repair the front bumper. We do not believe that the bumper was repairable. We supplemented them for replacement of the bumper; they approved but wrote supplement for a non-factory-aftermarket bumper.In the rear they wrote the estimate to replace the bumper, but again with a non-factory aftermarket bumper. After you arrived, looked at your vehicle and were dissatisfied with the quality of the repair we agreed to do It over. We supplemented the insurance company again for a factors/ rear bumper due to the poor quality of the fit of the bumper and poor quality of the manufacture of the bumper.We did this to improve the fit and finish of the bumper cover and for the paint to adhere better. After sending them the request with pictures they agreed. When it comes to color match your statement that "all bumpers' match the body of the vehicle" Is not true. There are many cars that have never been in an accident, and the factory has painted that do not match. We have been provided by the paint manufactures with service bulletins and brochures stating difference in color from steel to plastic materials. The paint on your car is three stage paint, sometimes called pearl. This is one of the hardest colors to match. Your car has its own paint code that informs us of the color. That code has thirty variances. That means that code has thirty changes to the formula. That code is very difficult especially on bumpers to match, With that being said we will do everything we can to satisfy you. We ate very sorry for the delay and wilt do everything possible to get your car back to you as soon as possible.-Ancira Body Shop