Nu Look Collision Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
We dropped off the vehicle on Sunday night 5/4/when the shop was completely closedNu Look states they "explained it could cost more at the time of drop off." They were closed and the keys left in a drop boxWhen I was contacted them about additional costs I clearly and repeatedly stated "do not do them." At no point did *** tell me the repairs had already been doneThe following day, *** the manager informed me at the end of the conversation "oh, by the way, I can only accept cash or a money order for the work." Really, when were you going to tell me that? When I arrived to pick up the vehicle? Clearly something underhanded was at play in my eyes
Regards,
*** ***

To whom it may concern:My name is *** ***, General Manager of NuLook Collision in IrondequoitBelow is the summary of events that occurred with Mr& Mrs***The vehicle came in 2-18-and was written under a claim submitted by them to their insurance companyThey did not schedule
because they wanted to pursue being a claimant on the other vehicles policy to avoid having to pay a deductibleNuLook wrote them an estimate for $and explained at the time of appraisal that additional damage is highly likely, when writing an appraisal for an insurance company we can only include on the estimate damages that can be clearly seen and photographedThe cost of the estimate will go up once vehicle is disassembled, they understood.There is also a paragraph at the bottom of every estimate we complete saying that there is a chance for hidden damage that can't be seen until you get the panels taken apart and inspect insideThey understoodOn 4-8-Mrs*** contacted the shop to schedule repairs, not under the original insurance company but paying for them on their ownWe scheduled the job accordingly for 5-4-At time of drop off it was again explained to the customer that since they're paying out of pocket there is a good chance that once taken apart there will be additional damage since the estimate was written per insurance guidelines, again they understoodOn 5-5-*** called Mrs*** to explain that the vehicle was taken apart and additional damages were found totaling $252.40.She asked that we stop working on the vehicle; it was then that *** immediately came to me to get me involvedI called the numbers we had on file for them and was only able to leave a message*** *** then called me back later that dayI again explained to him the reason for the additional charge and how it came about, he understoodAfter talking with him he did inform me that he did get an estimate and was paid by the other parties insurance company and that the check he received was more than the estimate we had initially performed on the vehicleI told him it's a simple process that would leave them with no additional cost if he gave me the insurance companies info -I could easily call them and supplement them for the additional damages and it wont cost them another centThey declined giving me the insurance companies info and kept stating "They're very hard to get a hold of, it's not worth us even giving it to you."I explained to Mr*** that's what we do every day and it wouldn't inconvience them at all, we do all the phone and legwork and they wouldn't have to do a thingHe asked if it was possible to stop repairs and I told him it's not since the vehicle had already been sanded down to bare metal on panels and it would be a major corrosion liability to give it back the way it sitsI told him at this point I would have to paint the vehicle in order to give it backHe understood and said he would talk it over with his wife and get back to meThe next day (5-6-15) I called Mrs*** to find out what they decided, she again refused to give us the insurance companies information for us to get the additional cost from them and said she wants repairs stopped, I had the same conversation with her in regards to the corrosion liability I had with her husband priorShe mentioned submitting a complaint to the Revdex.com and also pursuing legal actionTo avoid conflict I once again asked for the other insurance companies info one last time, which again was denied, so I told Mrs*** in good faith I'd absorb the additional cost and asked her if that would satisfy her, she agreed that would workI let her know the vehicle would be done on 5-7-and someone from my shop would call her in the morning to verify a delivery timeOn 5-7-the vehicle was completed and personally checked over by myself to ensure the quality of the repair and cleaning of the vehicle was 100%, it wasA message was left on voicemail letting them know they can pick up any time after 4:P.Mthat dayMr*** came to pick up the vehicle around 4:30P.Mthat day and I personally walked him out to his vehicle to go over the repairs performed, he was happy with everything and thanked us for the job we didI do have all phone calls documented with date and time stamped notes if any further info is neededPlease contact me with any questions if need be.Thank you,*** * ***General ManagerNu Look CollisionPh: ###-###-####Cell: ###-###-####***@***.com

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***

During the repair process Nu-Look collision and Progressive Insurance had multiple documented conversation with [redacted] husband [redacted] about repair status on her vehicle. We absolutely apologize to anyone who felt that the communication during the repair process was poor, we were in contact...

with [redacted] throughout the process, the information that was provided to us from the Insurance company. We can recognize that we failed to call him back on 6/24 am like we promised and can assure you that we are sorry for the lack of communication on our side. We pride our selves on customer service and communication day in and day out, we take these matters very seriously and will continue to dissect this issue to assure it doesn't happen again. We will be more than happy to settle with customer as per her request, we just hope that [redacted] can accept this and trust that we thought we were on the same page through out the process. As far as the work not being complete and [redacted] having to work on the car after he took delivery, we didnt realize that there were small plastic shields missing under the car, perhaps missing from the accident? in any case we purchased the parts for the customer and offered to install them, no charge. On behalf of Nu-Look collision we are very sorry for any inconvenience that you experienced during the repairs. The General manager from NuLook collision, Brian [redacted] has reached out to [redacted] on 8/3 to try and speak to her about this issue and hasent heard back from her at this point.

Revdex.com,On 12/10/2015 Mr. [redacted] vehicle was dropped off to Nu-Look Collision Inc. for his repairs to his 2012 Honda accord, the vehicle was repaired and he took delivery of the vehicle on 12/18/2015. When Mr. [redacted] picked up the vehicle the front bumper was attached to the vehicle per the...

manufactures specs and wasn't detached from the side fenders, If there was a fitment issue at that point I would have to assume it would have been discussed and the vehicle wouldn't have been delivered. Six months later on 6/18/2016 at 9am (documented),  Mr. [redacted] stopped into Nu-Look Collision where he had his repairs done and wanted to show his concerns to us, we looked at the vehicle and noticed the bumper was pulled away from the side fenders with the hardware still attached to the bumper, what that typically tells us is something happened between December and June to the front bumper causing it to detach, perhaps a curb, snow bank or something low enough for the front bumper to hit. We explained that to him. I have left a message for Mr. [redacted] to contact me regarding this matter and Im awaiting a call back. I would like to meet with him and look at the vehicle again from a non biased stand point and form an honest professional opinion. Nu-Look collision fixes thousands vehicles a year and prides our self of the quality of work we provide for our customers along with our pleasant customer service. On January 7th 2016 Mr. [redacted] took a survey asking him a series of questions from quality to customer service and his survey score was 100%. Thanks.

Dear [redacted],To start off it is important that you know on behalf of Nulook Collision, regardless of who's at fault we are truly sorry for any inconvenience that this has caused to you, Nulook collision prides itself on the level of customer service that we deliver day in and day out to our customers...

and we take these matters very seriously and hope to learn from them regardless of the situation. As a good faith Nulook does want to recognize that as a courtesy to the customer, there were some un-related prior dents located on the hood that were not related to the accident, not decided by Nulook but decided by the owners insurance company,  we had those dents repaired for the customer at no charge to them. We have recorded conversation between Nulook and the customer stating the vehicle was not going to be ready on 10/31 for the afternoon and that we were going to have it ready for the following day, we stated that we wanted to spend a few hours cleaning it on 11/1 (Tuesday) and would call him prior to the vehicle arriving at the Nulook collision in Webster, NY where he agreed he wanted to pick up the vehicle. The customer arrived regardless on 11/1 at the Nulook in Webster, upset wondering where his car was, this is when he Called Dave the manager at Nulook Lyell and accused him of lying and being rude. I cant stress enough how bad we feel that you were inconvenienced and feel maybe the night before when the customer and Dave were speaking, the customer interpreted the conversation differently. As a token of good faith Nulook had his un related prior damage on his hood fixed at no charge to them. When the customer picked up the vehicle from the Webster location, Mike B[redacted] the store manager walked out with him at delivery and said the customer was very pleased with the quality of the vehicle and expressed to Mike that he was a customer for life. We hope this complaint with the Revdex.com is resolved based on how happy the customer is with his vehicle.