Marshall Auto Body

Contact with this customer has been made and the situation has been resolved. Customer has agreed to rescind her complaint

On September 20th Kelly contacted us letting us know that she needed auto body repairs on her Ford Escape. Todd at the shop and Jon from ***
were in communication before Kelly dropped her car off to make sure that the repairs were approved and a rental car from enterprise was approved. Todd also set up the rental reservation for Kelly and *** would be here for Kelly when she dropped off her Escape on September 28th. Kelly dropped her car off for repair on September 28th and the repairs were started. The insurance claim was minor bumper repair under the passenger side tail lamp. After the bumper was taken apart and we were waiting for Jon from *** to come out and approve us fixing the rear bumper cover, Ryan from Marshall Auto body noticed that beyond the insurance related damage on the bumper cover, there were rock chips throughout the entire rear bumper cover. Ryan at the shop told Todd to contact Kelly and let her know that we can fix the chips while the insurance repairs are happening, for an additional $out of pocket. (Figure about hour’s labor to recondition the entire bumper cover). Todd called and emailed Kelly pictures of the chips, so she can actually see the chips instead of trying to explain what they look like, let her know that the cost was $out of pocket. The shop was waiting for *** to approve the insurance repair and did not hear anything from Kelly on if she wanted to go ahead with the customer pay portion of the repair. Since Kelly didn’t respond to the offer in a timely manner. We thought days was enough time to make a decisionThe shop continued with the insurance repair due to the fact that the insurance was paying for her rental car and if we didn’t get the repairs done in a reasonable amount of time, the shop would be responsible for paying the additional rental charges.Todd called Kelly to let her know that her repairs were completed on October 3rd at 5:pm. She was really upset that we didn’t give her enough time to make a decision on whether or not to fix the bumper chips, and demanded to speak to the manager. I took the call and tried to explain to Kelly that we have to try and get the repairs done in a timely manner due to rental being a factor, and a job of that size should only take or days. Because we didn’t hear back from her we figured that she wasn’t interested and proceeded with the insurance repairs. Due to her being really upset I decided to the entire repair for the initially offered $200.00. I decided to absorb the $difference in order to make the customer happy. I let her know that it would take a few extra days, she was ok with that. Kelly stopped back to the shop on October 5th at 5:pm. She was upset that there was a paint blemish under her passenger side tail lamp that was about the size of a thumbnail. Tim (office manager) and Todd let her know that we would fix the small scratch. Tim assumed that the damage was caused from installing the bumper. When in reality Tim wouldn’t actually know what caused the issue, because he doesn’t work in the shop. He works in the officeAt that time Kelly was demanding her $200.00. But we decided to absorb the cost and put her in a free loaner car to fix the issue immediately. We even offered to drop off her car and pick up our loaner car when we were finished. When we brought the car back into the shop to fix the scratch we noticed that someone had put the wrong tail light bulb in the right tail lamp and it didn’t work correctly. We decided to absorb the cost and replace the wrong bulb with the correct one. Doing this extra work caused a delay, which frustrated Kelly and she decided to just come and pick up her car. Kelly came in to pick up the car for the second time and was upset that there was still an imperfection under the tail lamp the size of a pin head. She again demanded her $back and threatened to call her lawyer and the Revdex.com. At that time she left. On October 6th I received a notification that Kelly made a complaint through the Revdex.com. On October 7th I called Kelly to resolve this situation. I explained to her that we made a series of mistakes through lack of communication with her, and decided to refund her $by reversing her credit card transaction. I also hoped that she would keep us in mind if she needed auto Collison repair in the future, and to specifically ask for me in the future. She seemed happy when the phone call ended. Please let me know if there are any questions or concerns

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:The body shop refunded my money which is what I asked for, but their reply to the original complaint was not factual.  They stated that they gave me 5 days to respond to their message, which is incorrect.  I was notified on Friday September 29 about the additional work that they wanted to perform, and was notified again on Monday morning at 11:07am by Todd that the work on my truck was done.  Not only was this not 5 days total, but not even 5 business days.  After they had to keep my car for an extra two days to fix the scratch that they caused, they called me on Friday Oct. 6 at 11:30am and told me that my truck was done and they would be on the way to bring my truck to my work.  After I did not hear from them for over an hour, I contacted them and they told me that something was found with my tail light when they were doing their inspection and that it would be delayed being brought to my work.  Since I was almost done with my shift, I decided to go pick the truck up at their shop.  At this time, I noticed that there was still a scratch on the bumper near the one that they were supposed to fix.My “threat” to contact the Revdex.com was obviously not a threat, as I followed through with that. I have reviewed the response made by the business in reference to complaint ID [redacted], and other than the false statements, I find that this resolution is satisfactory to me. 
Regards,
Kelly [redacted]