Modern Auto Crafters

I am emailing you in reference to: [redacted] This is our response to the complaint that was filed:I first off want to start by saying that the customer gave permission to the driver to have her vehicle towed to our facilityWe didnot force her nor was there any statements made to herWhen one of her family members called, she stated that she wantedher vehicle released to another locationSince it is the customer's car, we have to do whatever they ask, so we said nota problem.Having said that, there are always charges including the tow that get accrued as with another other facility or storage yardOnce we toldher what the invoice was, the customer and her family members began causing a raucous at our facility and made a blg scene whichin very unprofessional.I personally mentioned to her that if she had another facility In mind then she should have taken her vehicle there from the beginning.There was a driver who towed her car, a secretary who had to do all the paper work for her car, an estimator who had to assess the damagesof the vehicle and so onThose services requires personal and they are not free.We did nothing wrong and simply charges the legal fees for the storages that get accrued for a vehicle staying at a collision repair facility.Please feel free to contact me if you need any additional information,RegardsPeter KOwner/President

8-15-16I just want to start off by saying that we, Modern Auto Crafters, are responding so that we can show that the customer listed in the complaint is clearly unaware of how a business works and how procedures are followedWe pride ourselves in customer satisfaction and that is why we have such a
high volume of vehicle and rarely any complaints.The customer's vehicle was involved in a motor vehicle accident and brought to our facilityShe stated that she needed to get into a rental vehicle and our office asked her if there is rental insurance on the policyWe clearly stated to her that if there is insurance on the policy, the person who is listed on that particular policy can get into a rental without any issuesAs it so happens, the daughter, *** ***, is not listed on the policy and was unable to get into a rental only her fatherThat is not our fault what is on her father's insurance policy; those issues are out of our control and is between the customer and the insurance carrier that they signed on with.The next issue at hand is the customer stating that we did not call her back and would not release her vehicle We have spoken to the customer on multiple occasions reiterating the same things to her over and overThere is only so much that we can say to her about her policy and only So much we can doWe approximately spoke to her ten times stating the same things The reason why we did not release her vehicle is because the vehicle was not drive ableIt was unsafe to drive and we will never put our customers or any person(s) life at risk while it is in our possessionIt is important to note that the towing company that towed the vehicle to our facility does not work for us and is an independent companyWith that being said, her vehicle was involved in a significant accident to the front and the way her vehicle was towed was with a wreckerWe checked our cameras to see what she meant by her bumper was "ripped" off and it clearly showed that when the tow truck placed the vehicle in the proper section outside our facility, the special equipment that was used had to go under her vehicle which caused the bumper to be slightly pushed forward; there is no other way that this vehicle could have been towed unless someone picked it with a crane (which is impossible)The tow truck operator did the tow exactly the way he was Supposed to and it was the only possible way this particular vehicle could have been towed.Next issue at hand is the customer saying that the manager did not greet her: When the customer came into the office she was yelling at the top of her lungs and attempting to belittle the people working in the front officeWhen the manager did come to the office there was not a greeting simply because we will not stand for anyone disrespecting, putting down, or causing and harm to our employeesWe offer a great working environment and we will not stand for any negativity towards our staffOn top of that she was acting this way in front of multiple customers so there are people that saw her act this way.Customer claiming that we overcharged: In actuality, we under charged her because we have a negotiated agreement with *** in regards to the charges which would have made the bill almost doubleThe reason that the price was substantially lower is because *** might not have approved the claim so we did not want the customer to pay the full amount only because she might not have been reimbursed. Whatever we invoice out to insurance companies and customers are charges that are following Delaware County OrdinancesIt is a shame that this customer created such a big ordeal for something that she clearly has no idea aboutShe is stating that she wants a full refund which clearly is absurd, this is a place of businessI am sure that wherever the young lady works she gets a paycheck for her effortsAlso the fact that she is claiming that we are tampered with her vehicle is absolutely ridiculous and asinineWe have an extremely large facility to service our customers' vehicle properly and also to protect our customers' propertyWith that said we have over cameras at our facility and have spent top dollar to ensure thatEverything that she is claiming is as we saw it on our video cameras and also pictures have been taken.This was a very difficult customer to deal with and we hope that this is the last we are going to hear from herShe was very disrespectful towards our staff, unaware of the policy holder's limits (she wasn't even on the policy so she should not have been involved in the first place), unaware of how a business is ranIt is a shame that this came out this way even though we saved her money and cared about her SafetyWe will never talk bad or put a customer down even though they are wrong but with that said hopefully they realize that they are wrong for everything in regards to this claim.We thank you for your time and hope that this resolves the matter.RegardsModern Auto Crafters Management

I am emailing you in reference to: [redacted]This is our response to the complaint that was filed:I first off want to start by saying that the customer gave permission to the driver to have her vehicle towed to our facility. We didnot force her nor was there any false statements made to...

her. When one of her family members called, she stated that she wantedher vehicle released to another location. Since it is the customer's car, we have to do whatever they ask, so we said nota problem.Having said that, there are always charges including the tow that get accrued as with another other facility or storage yard. Once we toldher what the invoice was, the customer and her family members began causing a raucous at our facility and made a blg scene whichin very unprofessional.I personally mentioned to her that if she had another facility In mind then she should have taken her vehicle there from the beginning.There was a driver who towed her car, a secretary who had to do all the paper work for her car, an estimator who had to assess the damagesof the vehicle and so on. Those services requires personal and they are not free.We did nothing wrong and simply charges the legal fees for the storages that get accrued for a vehicle staying at a collision repair facility.Please feel free to contact me if you need any additional information,RegardsPeter KOwner/President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
After I contacted your office, I also contacted Consumer Affairs in [redacted] County who subsequently contacted Modern Auto Crafters on the same issue.  Initially Modern Auto Crafters responded the same exact way he has responded to your office in his letter which you sent to me dated Oct 14th 2014.  Later on, however, the office of Consumer Affairs contacted them again and they (Modern Auto Crafters) conceded by agreeing to refund ($200.00) Two hundred dollars.  
The office of Consumer Affairs then asked me if I was willing to take the $200.00 which though not satisfactory, I decided to accept and consider the matter closed.  
Currently, I am waiting for the said check which is supposed to go through the office of Consumer Affairs, [redacted] County.
Regards,
[redacted]

Now usually I don't do these but this has been one heck of a morning. So I am going to take my time to explain why I am very displeased with the lack of customer service at this business. My car was towed here after a wreck. I was told by insurance company to CALL and give my VERBAL consent to release my vehicle. When I called a lady picked up the phone and told me they could not release my car to my insurance company unless I personally came and signed a release consent form. I explained to them that I worked during their hours of business and if possible could they accommodate my situation. The receptionist/ rep. told me she is their every morning to open up at 7:30 so that I could sign and get any of my belongings and to call her back with a day I could come. I called back Tuesday, 5/16 and confirmed with her that we would meet on Wednesday at 7:30 am. Initially, I was still irritated but I woke up at 5:00 am and tackled the Septa transportation system to make sure I got there at 7:30 am in order for me to still make it to where I work at Bristol. I did this while still lugging my very active 4 year old boy around in order to get him to daycare since I just recently moved here from GA and I am a Single mom. Once again, mind you , I had todo this all on Septa and I just moved here from Georgia. Of course, the rep was late, which means I was 1 and a half hour late to work as a result. But even so it would have been worth it I could do as I was told, which was, sign away consent for my car to be picked up by my insurance company and obtain some of my belongings. But wait get this... I signed the the consent paper and low and behold when she goes to look for my car in their hand written system, my insurance company had already tooken the car to there affiliates in New Jersey. I cried on the train to work. Totally embarrassing but forget it. I literally wasted 5 hours of my life for nothing! I repeat Nothing! And on top of that I lost $50 in wages I could have earned with my employer. Not to mention now, I will have to travel on Septa AGAIN to obtain the items from my car I was told I could retrieve this morning. But I'm sure this company does not care because my insurance company will cut them a check regardless. I am just disgusted with the lack of customer service since I assume this company does not care since they probably make descent enough money towing peoples car to not uphold themselves to ensuring everyone of their clients or customers receives a quality of service. No one called to tell me my car had been picked and I can't blame my insurance carrier because they told me I could simply just call and give verbal consent. The mis-information provided was a totally lack of consideration. And to think no one called to say don't come it's been moved.Then I called to speak with the manager and the same lady answered the phone and told me he was busy. I'm waiting for a my call back. I could go on and on but i'll just leave this here. A simple sorry would mean the most at this point even though this was a big inconvenience in this thing called LIFE for me.
UPDATE: 3:38 5/17/17 So I recently spoke with the owner, Pete. He told me he would reimburse me for my lost wages but then went on to tell a lie. He did apologize for the lack of communication but went on to say how he was the reason I did not have to pay charges. He claimed the insurance company said it was "my fault" and weren't going to pay him. I have full coverage, uninsured motorist and roadside assistance. Don't add insult to injury by lying or just not admitting your wrong so you can cover yourself. So I called back to let him know I he was lying. He wasn't there but the lady who told the wrong info. to begin with called back. Talking to me like I was beneath her of course and basically said it was my fault and my insurance companies fault AGAIN when she is the one who screwed up. She even admitted she screwed up when she told me my tags were tags were out of state which is why the rule did not apply. Learn how to say sorry and mean it with no excuses.

Review: I had my vehicle towed by this company from an accident scene ([redacted]) on Sept 15th 2014 at about 6:00pm to their location in [redacted]. The next day at about noon, I contacted this office by phone to let them know I was planning to have my vehicle released either to the insurance company or the body of my choice. The owner of the place took this opportunity to explain to me what my options would be if I left my vehicle with him. I told him that I could not make a decision without consulting my husband who by then was still in the hospital. I let him know that I was stopping by his office and maybe by then I would have talked to my husband. I subsequently went his office and let the front desk lady know that I wanted my vehicle released to the body shop of my choice. She said it was okay. I asked her if there was anything else I needed to know before proceeding back to the hospital and she said no. She went to say that when the truck came they would hand over the vehicle and the key. So I left. As I arrived at the hospital, I received a call from the gentleman who was supposed to pick up the vehicle saying that Modern Auto Crafters had refused to release to vehicle unless they were paid $1200 (Twelve hundred Dollars). I called my insurance company who then tried to call Modern Auto Crafters but there was no response. I then contacted the tow truck driver and he said that maybe everyone was in the garage working on cars. I immediately left the hospital back to [redacted] only to find both the lady and owner of the place right there in the office. And when I enquired about the charges, I was told that my vehicle had been there for three days which was false. I reminded him when it was towed and then he said, "well if you take it today, it is two day, and if you take tomorrow, it is three day". After a very heated argument with the owner and his mother (front desk lady) I decided to pay the money and take my vehicle.Desired Settlement: I would like for them to refund back some of the money because I think I was taken advantage of and thoroughly ripped off.

Business

Response:

I am emailing you in reference to: [redacted]This is our response to the complaint that was filed:I first off want to start by saying that the customer gave permission to the driver to have her vehicle towed to our facility. We didnot force her nor was there any false statements made to her. When one of her family members called, she stated that she wantedher vehicle released to another location. Since it is the customer's car, we have to do whatever they ask, so we said nota problem.Having said that, there are always charges including the tow that get accrued as with another other facility or storage yard. Once we toldher what the invoice was, the customer and her family members began causing a raucous at our facility and made a blg scene whichin very unprofessional.I personally mentioned to her that if she had another facility In mind then she should have taken her vehicle there from the beginning.There was a driver who towed her car, a secretary who had to do all the paper work for her car, an estimator who had to assess the damagesof the vehicle and so on. Those services requires personal and they are not free.We did nothing wrong and simply charges the legal fees for the storages that get accrued for a vehicle staying at a collision repair facility.Please feel free to contact me if you need any additional information,RegardsPeter KOwner/President

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

After I contacted your office, I also contacted Consumer Affairs in [redacted] County who subsequently contacted Modern Auto Crafters on the same issue. Initially Modern Auto Crafters responded the same exact way he has responded to your office in his letter which you sent to me dated Oct 14th 2014. Later on, however, the office of Consumer Affairs contacted them again and they (Modern Auto Crafters) conceded by agreeing to refund ($200.00) Two hundred dollars.