Dear Revdex.com, On 4/12/2016 I contacted Ms. [redacted] regarding the repairs to her Infiniti. She is correct in that we’ve had her car since that time. While this might seem like a long time for repairs, it is very little if any fault of our own. The damages sustained to her vehicle where to the...
sum of approximately $9,000, at the time, she filed her complain. The majority of these repairs were as a result of the high cost of the parts. During her accident, an air condition line that runs from the front of the radiator support to the back of the motor (1 piece) was found to be crumpled. We ordered the part and had to wait until it arrived so that we could build the front end of the vehicle. The replacement of the radiator support was due to a broken piece in the impact area. The part is a composite not metal and this is a factor of a more recent issue brought to light after the car was delivered on 4/12/2016. Upon our initial estimate, we did not believe a front end alignment was necessary because of the impact. If the vehicle had metal parts then during the impact they would have bent and possibly causing the frame to bend but they did not and subsequently, we did not perform a front end alignment. On front end hits, performing any frame work requires a front end alignment. The customer picked up their car and discovered a problem. We went to the owner’s work to picke up the car and we could not find a local shop to give us an idea of what was going on with the front end. We brought the vehicle to my Midlothian facility in order to diagnose the problem. It was found to be a bent lower control arm. With a high hit (headlamp and upper radiator support), looking under a car for damage is not normally done. We contacted the insurance company and they agreed to pay for the work. We delivered the car again on 4/13. Mr. [redacted] called and said the car was pulling and we scheduled them to return on 4/19 to take the car back to the vendor who did the front end alignment. Over the weekend of 4/23 I received a call from Mr. [redacted] telling me he thinks his motor mount is bad and asking me why we did not check that sort of thing when we repaired his car. I explained to him that something of this nature is not normal but we would definitely look into it first thing on Monday morning. 4/18, Mr. [redacted] drops off his wife’s car and I am paying for his rental. The motor mount is in fact damaged and the area manager for State Farm has declined to cover it. Whether they actually pay for it or not is still up in the air. It appears to be accident related but very unusual. Today or at the latest tomorrow the vehicle will be delivered to the [redacted]s. We have reviewed the front end pulling concern and repaired a scratch in the hood that Mr. [redacted] said was not there when he dropped it off on 4/14. To address Ms. [redacted]’s concerns, the nature of the hit resulted in parts delays out of my control. The lower control arm would not have been something we checked on this type of a hit and once a problem was discovered, we picked up the car, made many efforts to diagnose the problem and came up with a solution to repair the vehicle at no cost to the [redacted]s. The paint peeling issue was not paint peeling, but a rough spot on the corner of the bumper cover where the plastic was removed from the mold and was not sanded. We corrected this issue. I’m not sure which body panels were loose. We replaced the fender and bumper cover. It is possible a splash shield was loose. I would need more details to address appropriately. If the pieces that she claims are missing are the parts under the hood, that is not correct based on what we are being told by the dealer. Using the vehicle identification number the dealer is telling us the vehicle did not come with these parts. They could have been added later but they were not factory and this is why we did not replace them. We did order the parts and will install them at no cost to the [redacted]s. Based on the notes in repair order, we contacted the owners and the insurance company throughout the repair process. On 3/10/2016 we attempted to contact the owner and inform them about the air condition line. One 3/15/2016 Mr. [redacted] returned our call and was informed at that time about the delay in getting the parts. On 3/21 called Mr. [redacted] informed him the part would arrive 3/22 or 3/23. On 3/24, we spoke with Mr. [redacted] about air conditioning line has not arrived. 3/30 informed owner line was supposed to arrive in the morning. There were delays in the repairs and throughout we kept the family informed. Initially the [redacted]s rented a car while their car was in for repairs. With a limit of $900 for rental which is based on their policy, at some point in the repair process they ran out of rental. I believe this is a significant factor in frustration they experienced. I cannot image a family of two incomes with two children making it to all of their appointments with one vehicle. I believe the frustration is real and justified but I do not feel I caused it. I have spoken to both Mr. and Ms. [redacted] and apologized for the problems and attempted to help them understand many of their concerns were not within my control. Ms. [redacted] has asked for compensation in the form of returning her deductible. After speaking with her insurance company State Farm, they have informed me they do agree that waiving a deductible is not appropriate. In fact, if I return their deductible or waive their deductible, I will be removed from the Select Service Repair Program. Respectively, [redacted]
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]Better...
Business Bureau:I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected],[redacted]
Dear Revdex.com, We are discouraged to see these accusations regarding our quality of service being reported by the customer and take these very seriously. However, the customer is not revealing the full story of our interaction between him and [redacted]. We repaired the rear body, lower tailgate and...
replaced the rear bumper cover of the customer’s car. We immediately noticed a gap between the rear body and bumper; however, the bumper aligns well with the side and tail lamps. We noticed that the left side of muffler was a little lower than the right side, so we had a [redacted] Insurance Company claims adjuster from [redacted] (across the street from our repair center where the car was worked on) look at vehicle. They approved the bumper repair but asked us to try to adjust the left side of muffler up even with the right muffler. We did this but it was still a bit off. We had the owner come by to inspect then pick up his vehicle and when he expressed he was not happy we told the owner we understood his concerns, but we would need to call [redacted] for approval to take the vehicle to a specialist at [redacted] Mechanical shop to have the muffler inspected. The customer refused and said that he would contact [redacted]. Mr. [redacted] did in fact call [redacted]. We spoke with them as well to let them know we noticed the muffler was not aligned properly and would like to take to [redacted] for further inspection. [redacted] said they will call their adjuster at [redacted] Body Shop to arrange for the vehicle to be inspected. [redacted] then transported the vehicle to [redacted] to have the muffler checked and said they would handle the customer from there on. That is the last communication we had with [redacted] or the customer. We would have been able to do more but when the customer started yelling at our front office staff it became extremely difficult to reason rationally with Mr. [redacted]. We were extremely polite and calm as we explained that [redacted] had to inspect and approve these additional repairs, but he refused to believe us and told us he would handle everything with [redacted]. At this point, we had done everything we possibly could for the customer and left it up to [redacted] to handle the rest as they promised they would. The customer is does not understand the process on how insurance claims and repairs work. We followed industry protocol every step of the way; however, we cannot circumvent the proper procedures for handling an insurance repair because the customer is upset. We are not Direct Repair Partner for [redacted], we must wait for proper approval every step of the way throughout the repair process. Although we attempted many times to explain the repair process to the customer, he refused to listen and decided to take matters into his own hands which brings us to this point. We stand behind every repair we perform at Conner Brothers Body Shops and strive to be as transparent as possible; however, Mr. [redacted] would not allow us to serve properly meet his needs because he continued to take matters into his own hands. If there is more that we can do for Mr. [redacted], please have him call me directly at [redacted] Respectively, Kevin C[redacted]
Dear Revdex.com, On 4/12/2016 I contacted Ms. [redacted] regarding the repairs to her Infiniti. She is correct in that we’ve had her car since that time. While this might seem like a long time for repairs, it is very little if any fault of our own. The damages sustained to her vehicle where to the...
sum of approximately $9,000, at the time, she filed her complain. The majority of these repairs were as a result of the high cost of the parts. During her accident, an air condition line that runs from the front of the radiator support to the back of the motor (1 piece) was found to be crumpled. We ordered the part and had to wait until it arrived so that we could build the front end of the vehicle. The replacement of the radiator support was due to a broken piece in the impact area. The part is a composite not metal and this is a factor of a more recent issue brought to light after the car was delivered on 4/12/2016. Upon our initial estimate, we did not believe a front end alignment was necessary because of the impact. If the vehicle had metal parts then during the impact they would have bent and possibly causing the frame to bend but they did not and subsequently, we did not perform a front end alignment. On front end hits, performing any frame work requires a front end alignment. The customer picked up their car and discovered a problem. We went to the owner’s work to picke up the car and we could not find a local shop to give us an idea of what was going on with the front end. We brought the vehicle to my Midlothian facility in order to diagnose the problem. It was found to be a bent lower control arm. With a high hit (headlamp and upper radiator support), looking under a car for damage is not normally done. We contacted the insurance company and they agreed to pay for the work. We delivered the car again on 4/13. Mr. [redacted] called and said the car was pulling and we scheduled them to return on 4/19 to take the car back to the vendor who did the front end alignment. Over the weekend of 4/23 I received a call from Mr. [redacted] telling me he thinks his motor mount is bad and asking me why we did not check that sort of thing when we repaired his car. I explained to him that something of this nature is not normal but we would definitely look into it first thing on Monday morning. 4/18, Mr. [redacted] drops off his wife’s car and I am paying for his rental. The motor mount is in fact damaged and the area manager for State Farm has declined to cover it. Whether they actually pay for it or not is still up in the air. It appears to be accident related but very unusual. Today or at the latest tomorrow the vehicle will be delivered to the [redacted]s. We have reviewed the front end pulling concern and repaired a scratch in the hood that Mr. [redacted] said was not there when he dropped it off on 4/14. To address Ms. [redacted]’s concerns, the nature of the hit resulted in parts delays out of my control. The lower control arm would not have been something we checked on this type of a hit and once a problem was discovered, we picked up the car, made many efforts to diagnose the problem and came up with a solution to repair the vehicle at no cost to the [redacted]s. The paint peeling issue was not paint peeling, but a rough spot on the corner of the bumper cover where the plastic was removed from the mold and was not sanded. We corrected this issue. I’m not sure which body panels were loose. We replaced the fender and bumper cover. It is possible a splash shield was loose. I would need more details to address appropriately. If the pieces that she claims are missing are the parts under the hood, that is not correct based on what we are being told by the dealer. Using the vehicle identification number the dealer is telling us the vehicle did not come with these parts. They could have been added later but they were not factory and this is why we did not replace them. We did order the parts and will install them at no cost to the [redacted]s. Based on the notes in repair order, we contacted the owners and the insurance company throughout the repair process. On 3/10/2016 we attempted to contact the owner and inform them about the air condition line. One 3/15/2016 Mr. [redacted] returned our call and was informed at that time about the delay in getting the parts. On 3/21 called Mr. [redacted] informed him the part would arrive 3/22 or 3/23. On 3/24, we spoke with Mr. [redacted] about air conditioning line has not arrived. 3/30 informed owner line was supposed to arrive in the morning. There were delays in the repairs and throughout we kept the family informed. Initially the [redacted]s rented a car while their car was in for repairs. With a limit of $900 for rental which is based on their policy, at some point in the repair process they ran out of rental. I believe this is a significant factor in frustration they experienced. I cannot image a family of two incomes with two children making it to all of their appointments with one vehicle. I believe the frustration is real and justified but I do not feel I caused it. I have spoken to both Mr. and Ms. [redacted] and apologized for the problems and attempted to help them understand many of their concerns were not within my control. Ms. [redacted] has asked for compensation in the form of returning her deductible. After speaking with her insurance company State Farm, they have informed me they do agree that waiving a deductible is not appropriate. In fact, if I return their deductible or waive their deductible, I will be removed from the Select Service Repair Program. Respectively, [redacted]
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]Better...
Business Bureau:I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected],[redacted]
Dear Revdex.com, We are discouraged to see these accusations regarding our quality of service being reported by the customer and take these very seriously. However, the customer is not revealing the full story of our interaction between him and [redacted]. We repaired the rear body, lower tailgate and...
replaced the rear bumper cover of the customer’s car. We immediately noticed a gap between the rear body and bumper; however, the bumper aligns well with the side and tail lamps. We noticed that the left side of muffler was a little lower than the right side, so we had a [redacted] Insurance Company claims adjuster from [redacted] (across the street from our repair center where the car was worked on) look at vehicle. They approved the bumper repair but asked us to try to adjust the left side of muffler up even with the right muffler. We did this but it was still a bit off. We had the owner come by to inspect then pick up his vehicle and when he expressed he was not happy we told the owner we understood his concerns, but we would need to call [redacted] for approval to take the vehicle to a specialist at [redacted] Mechanical shop to have the muffler inspected. The customer refused and said that he would contact [redacted]. Mr. [redacted] did in fact call [redacted]. We spoke with them as well to let them know we noticed the muffler was not aligned properly and would like to take to [redacted] for further inspection. [redacted] said they will call their adjuster at [redacted] Body Shop to arrange for the vehicle to be inspected. [redacted] then transported the vehicle to [redacted] to have the muffler checked and said they would handle the customer from there on. That is the last communication we had with [redacted] or the customer. We would have been able to do more but when the customer started yelling at our front office staff it became extremely difficult to reason rationally with Mr. [redacted]. We were extremely polite and calm as we explained that [redacted] had to inspect and approve these additional repairs, but he refused to believe us and told us he would handle everything with [redacted]. At this point, we had done everything we possibly could for the customer and left it up to [redacted] to handle the rest as they promised they would. The customer is does not understand the process on how insurance claims and repairs work. We followed industry protocol every step of the way; however, we cannot circumvent the proper procedures for handling an insurance repair because the customer is upset. We are not Direct Repair Partner for [redacted], we must wait for proper approval every step of the way throughout the repair process. Although we attempted many times to explain the repair process to the customer, he refused to listen and decided to take matters into his own hands which brings us to this point. We stand behind every repair we perform at Conner Brothers Body Shops and strive to be as transparent as possible; however, Mr. [redacted] would not allow us to serve properly meet his needs because he continued to take matters into his own hands. If there is more that we can do for Mr. [redacted], please have him call me directly at [redacted] Respectively, Kevin C[redacted]