Maze Collision Repair

Initial Business Response / [redacted] (1000, 7, 2015/11/24) */ Contact Name and Title: [redacted] MANAGER Contact Phone: XXXXXXXXXX Contact Email: ***@MAZECOLLISION.COM Mr [redacted] came in October 9th for an estimateOur estimator [redacted] wrote repairs for what he could see at $4, That estimated price is for visible damage only without disassembling the vehicleMr [redacted] wanted to schedule for repairs, we ordered parts for the repairs that were seen during the estimate The vehicle arrived back at our shop October 12th for repairsWe then put our customer in a rental car through [redacted] rentals, which being covered by [redacted] When the vehicle arrives we have a thorough check in process, which consist of washing the vehicle and being placed under special lights where pictures are taken for any prior damages or scratches on the vehicle that we are not repairingThis process can take the entire morning, as we do not like to rush through any process On October 12th that afternoon we disassembled the vehicle and found more damage that what the estimate was originally forThe rear door repair was changed from a door skin to a whole [redacted] door assemblyThere was also additional damage found to the A post and B post, which means the car then has to be clamped down to a frame bench After assessing the further damage, on October 13th we then ordered the proper parts for the repair through parts trader, that being per [redacted] Mr [redacted] came in on October 23rd to speak with our manager [redacted] personally to go over all of the damages, in which he had acknowledged he understood completelyOn October 22nd we received the necessary parts in order to complete the repairs, having to straighten the frame we need the door on the car to ensure all parts are aligning properly On October 28th we then called the customer to update him, due to the amount of reassembly and the paint being so fresh that we couldn't finish the repairs as soon as hoped without causing more damage, at this point there had been an extra four days of repair added due to waiting on the correct parts for his Avenger to come inMr [redacted] was also informed that his rental coverage had expired, and that we'd be taking over his rental so that he was not out of pocket, nor out of a vehicle until our repairs had been completed October 30th 10:33am, Mr [redacted] was contacted to come pick up his vehicle and that repairs had been completed, and on that day he picked up his vehicle at 4:20pm

The customer called our general manager, ***, on 8/10/to discuss this issue. *** strongly feels that the spot the customer was concerned about was in fact accident related. The customer agreed to let the insurance company come out and look at the vehicle, and if they said it
was not accident related, then Maze would in fact take care of the issue. We explained to her that the insurance company would not pay for something that they did not consider part of the accident. She was concerned as to how they would know if it was, and we explained that the insurance adjusters are trained in this area. Customer was to meet with the insurance company this week, but we have yet to hear back on the outcome. The customer never told *** that she felt the bumper was not put on properly, but of course, we can adjust it is she is not happy with it. We did not replace the bumper, so it is her original bumper that we just repaired. Sometimes there is a little play in factory adjustments

Initial Business Response /* (1000, 7, 2015/11/24) */
Contact Name and Title: [redacted] MANAGER
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@MAZECOLLISION.COM
Mr[redacted] came in October 9th for an estimateOur estimator [redacted] wrote repairs for what he could see at $4,
That estimated price is for visible damage only without disassembling the vehicleMr[redacted] wanted to schedule for repairs, we ordered parts for the repairs that were seen during the estimate
The vehicle arrived back at our shop October 12th for repairsWe then put our customer in a rental car through [redacted] rentals, which being covered by [redacted] When the vehicle arrives we have a thorough check in process, which consist of washing the vehicle and being placed under special lights where pictures are taken for any prior damages or scratches on the vehicle that we are not repairingThis process can take the entire morning, as we do not like to rush through any process
On October 12th that afternoon we disassembled the vehicle and found more damage that what the estimate was originally forThe rear door repair was changed from a door skin to a whole [redacted] door assemblyThere was also additional damage found to the A post and B post, which means the car then has to be clamped down to a frame bench
After assessing the further damage, on October 13th we then ordered the proper parts for the repair through parts trader, that being per [redacted]
Mr[redacted] came in on October 23rd to speak with our manager [redacted] personally to go over all of the damages, in which he had acknowledged he understood completely On October 22nd we received the necessary parts in order to complete the repairs, having to straighten the frame we need the door on the car to ensure all parts are aligning properly
On October 28th we then called the customer to update him, due to the amount of reassembly and the paint being so fresh that we couldn't finish the repairs as soon as hoped without causing more damage, at this point there had been an extra four days of repair added due to waiting on the correct parts for his Avenger to come in Mr[redacted] was also informed that his rental coverage had expired, and that we'd be taking over his rental so that he was not out of pocket, nor out of a vehicle until our repairs had been completed
October 30th 10:33am, Mr[redacted] was contacted to come pick up his vehicle and that repairs had been completed, and on that day he picked up his vehicle at 4:20pm

The customer called our general manager, [redacted], on 8/10/17 to discuss this issue.  [redacted] strongly feels that the spot the customer was concerned about was in fact accident related.  The customer agreed to let the insurance company come out and look at the vehicle, and if they said it...

was not accident related, then Maze would in fact take care of the issue.  We explained to her that the insurance company would not pay for something that they did not consider part of the accident.  She was concerned as to how they would know if it was, and we explained that the insurance adjusters are trained in this area.  Customer was to meet with the insurance company this week, but we have yet to hear back on the outcome.  The customer never told [redacted] that she felt the bumper was not put on properly, but of course, we can adjust it is she is not happy with it.  We did not replace the bumper, so it is her original bumper that we just repaired.  Sometimes there is a little play in factory adjustments.

Initial Business Response /* (1000, 7, 2015/11/24) */
Contact Name and Title: [redacted] MANAGER
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@MAZECOLLISION.COM
Mr. [redacted] came in October 9th 2015 for an estimate. Our estimator [redacted] wrote repairs for what he could see at $4,724.12....

That estimated price is for visible damage only without disassembling the vehicle. Mr. [redacted] wanted to schedule for repairs, we ordered parts for the repairs that were seen during the estimate.
The vehicle arrived back at our shop October 12th 2015 for repairs. We then put our customer in a rental car through [redacted] rentals, which being covered by [redacted] When the vehicle arrives we have a thorough check in process, which consist of washing the vehicle and being placed under special lights where pictures are taken for any prior damages or scratches on the vehicle that we are not repairing. This process can take the entire morning, as we do not like to rush through any process.
On October 12th that afternoon we disassembled the vehicle and found more damage that what the estimate was originally for. The rear door repair was changed from a door skin to a whole [redacted] door assembly. There was also additional damage found to the A post and B post, which means the car then has to be clamped down to a frame bench.
After assessing the further damage, on October 13th 2015 we then ordered the proper parts for the repair through parts trader, that being per [redacted]
Mr. [redacted] came in on October 23rd to speak with our manager [redacted] personally to go over all of the damages, in which he had acknowledged he understood completely. On October 22nd 2015 we received the necessary parts in order to complete the repairs, having to straighten the frame we need the door on the car to ensure all parts are aligning properly.
On October 28th 2015 we then called the customer to update him, due to the amount of reassembly and the paint being so fresh that we couldn't finish the repairs as soon as hoped without causing more damage, at this point there had been an extra four days of repair added due to waiting on the correct parts for his Avenger to come in. Mr. [redacted] was also informed that his rental coverage had expired, and that we'd be taking over his rental so that he was not out of pocket, nor out of a vehicle until our repairs had been completed.
October 30th 2015 10:33am, Mr. [redacted] was contacted to come pick up his vehicle and that repairs had been completed, and on that day he picked up his vehicle at 4:20pm.

Initial Business Response /* (1000, 13, 2015/07/17) */