Initial Business Response /* (1000, 8, 2015/06/17) */
As per our conversation of last week, I am sending you a written answer to your letterCherry Auto Body has been in business in Chino for years and delivers a high quality of repairs and service to our customersOur goal is to
repair the vehicle to pre-accident condition and safety must be our primary concernWe assure our customers that the vehicle will be safe and react correctly in the event of another accidentTo do this we must do all repairs necessary for the repair of the damaged area authorized by the customer even if they are found after the vehicle is under repairWe also are dependent upon the suppliers of the parts necessary as to when we receive themThis particular vehicle was a challenge due to the fact that this vehicle had extensive secondary damage caused in a subsequent collision between the time that we wrote the original estimate and the vehicle was brought in for repairsThe customer only wanted the original damage repaired and would not authorize us to complete repairs on both losses on the vehicleWe did the repairs necessary to make the portion that we were authorized by the customer to repair as serviceable and safe as possibleThe following is what transpired with regard to the vehicle belonging to the complainant's husbandThe registered owner of the vehicle as we know it is the husband and he was the one who signed our repair order which includes authorization for supplemental repairsOur estimates contain a clause stating that the original estimate is only a preliminary estimate and more damage may be foundThe original number of days of repair was estimated on the original estimate of $While proceeding with repairs we uncovered an additional $which extends the repair time considerablyWe always reiterate to the customer that our estimated days are an estimation only not a promiseWe received our final part for the repair on the day that we released it which was 4/24/We cannot release a vehicle without all the parts on the vehicleBy industry standards with parts delays and all the work involved, the expected time for repairs of a $estimate is roughly weeksWe completed this repair in working days even with additional damage and parts delays which is considerably less timeWe did update the customer on 4/17, 4/21, 4/22, 4/23, and 4/In all our conversations with the customers wife she seemed very confused about the process and we struggled to explain all that I have explained in the above statementShe was not receptive to our explanations even when I, myself, attempted to explain the process and our efforts to make sure her vehicle was restored to a safely drivable conditionNo business can be held responsible for parts delays or additional damage that is not visible to the human eye in a preliminary estimateThe deductible is a legal agreement made between the insured and her insurance companyWe also cannot be held responsible for rental due to the fact that the customer does not have rental on their policy
This is the end of my response
Initial Consumer Rebuttal /* (3000, 10, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They only started updating my wife after she requested it after the original estimator rudely told her "what do you want us to just slap the car together!" She requested this after they failed to update us with the additional time that they needed from the original estimateThey should have updated me as soon as they knew there was supplemental work to be doneKnowing that I was paying 100% of my rental on my ownThey knew this because they referred me to the rental company themselvesI think they should be held responsible for the additiobal rental charges that I had to incurr due to their lead time extensionPerhaps if they would have communicated this to me I would have been able to make other arrangements instead of keeping the rental car for longerAlso the additional damage to my car they did not repair has nothing to do with this repair that I am disputing, it is irrelevant
Initial Business Response /* (1000, 8, 2015/06/17) */
As per our conversation of last week, I am sending you a written answer to your letterCherry Auto Body has been in business in Chino for years and delivers a high quality of repairs and service to our customersOur goal is to
repair the vehicle to pre-accident condition and safety must be our primary concernWe assure our customers that the vehicle will be safe and react correctly in the event of another accidentTo do this we must do all repairs necessary for the repair of the damaged area authorized by the customer even if they are found after the vehicle is under repairWe also are dependent upon the suppliers of the parts necessary as to when we receive themThis particular vehicle was a challenge due to the fact that this vehicle had extensive secondary damage caused in a subsequent collision between the time that we wrote the original estimate and the vehicle was brought in for repairsThe customer only wanted the original damage repaired and would not authorize us to complete repairs on both losses on the vehicleWe did the repairs necessary to make the portion that we were authorized by the customer to repair as serviceable and safe as possibleThe following is what transpired with regard to the vehicle belonging to the complainant's husbandThe registered owner of the vehicle as we know it is the husband and he was the one who signed our repair order which includes authorization for supplemental repairsOur estimates contain a clause stating that the original estimate is only a preliminary estimate and more damage may be foundThe original number of days of repair was estimated on the original estimate of $While proceeding with repairs we uncovered an additional $which extends the repair time considerablyWe always reiterate to the customer that our estimated days are an estimation only not a promiseWe received our final part for the repair on the day that we released it which was 4/24/We cannot release a vehicle without all the parts on the vehicleBy industry standards with parts delays and all the work involved, the expected time for repairs of a $estimate is roughly weeksWe completed this repair in working days even with additional damage and parts delays which is considerably less timeWe did update the customer on 4/17, 4/21, 4/22, 4/23, and 4/In all our conversations with the customers wife she seemed very confused about the process and we struggled to explain all that I have explained in the above statementShe was not receptive to our explanations even when I, myself, attempted to explain the process and our efforts to make sure her vehicle was restored to a safely drivable conditionNo business can be held responsible for parts delays or additional damage that is not visible to the human eye in a preliminary estimateThe deductible is a legal agreement made between the insured and her insurance companyWe also cannot be held responsible for rental due to the fact that the customer does not have rental on their policy
This is the end of my response
Initial Consumer Rebuttal /* (3000, 10, 2015/06/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They only started updating my wife after she requested it after the original estimator rudely told her "what do you want us to just slap the car together!" She requested this after they failed to update us with the additional time that they needed from the original estimateThey should have updated me as soon as they knew there was supplemental work to be doneKnowing that I was paying 100% of my rental on my ownThey knew this because they referred me to the rental company themselvesI think they should be held responsible for the additiobal rental charges that I had to incurr due to their lead time extensionPerhaps if they would have communicated this to me I would have been able to make other arrangements instead of keeping the rental car for longerAlso the additional damage to my car they did not repair has nothing to do with this repair that I am disputing, it is irrelevant