Ohana Vehicle Services, Inc.

To whom it may concern, I am writing this letter in response to complaint ID# ***.The client dropped off his vehicle on March 3rd to have some maintenance repairs completedWhen the vehicle was brought to us it was agreed by both parties to have the work completed by
March 10thThe vehicle was housed in the garage nightly and parked outside the service door during business hours, except when services were being done, at which time the vehicle was placed on the liftThe work was completed and the vehicle was returned to the client on 03/09/at approximately 3:pm. The next day, March 10th, the client called the shop and said he was about to wash the vehicle and found damage to the door, chemical spots on the roof and finger prints on the hoodHe later brought the vehicle up to the shop for us to viewI listened to his comments regarding how these damages could have happenedHe pointed out each area of concern including a stain running from the left head lamp housing He had told me how hard it is to match the paint for a ***, as he had had this kind of repair done before and they had to do it twice to get it to blend properlyI took pictures and let the client know I would send the information to my insurance carrierThe pictures were time and date stamped 3/10/at 2:pm.I don’t remember seeing any unusual damages when the vehicle was left at the shop, nor were there any damages noted prior to the client picking up the vehicleThe first note of the damages was when the client brought the vehicle back the next day. I talked with the technicians, asking if they remember any incidents which may have caused the gouge on the driver’s side door, if they had hit the door jam side of the door with any items, if they had placed anything or spilled anything on or around the vehicleTechnicians confirmed understanding that we are insured and that they would report even the smallest incidentNo recall of any activity were brought to mind.I contacted our insurance carrier on 3/10/@ 2:pmI sent the clients information and the pictures via e-mailI was contacted by the auto claims specialist on 3/11/informing me an adjuster would be coming to the shop to talk with the technicians, take pictures and review our shops layoutThe adjuster came out to the shop and reviewed every scenario possible to see if she could find probability that the incident happened while the vehicle was in our care. Client called the shop on 3/31/telling me he had heard from the insurance company and that they said they were going to send him a letter and he asked me if I would call them and have them send his letter to himThe client was very upset that the insurance company had told him they felt the damages were from another sourceHe said that he never parked by a brick wall or postThe client informed me that he had pictures and will fight this denial He had told me he took the vehicle to a repair shopI had asked him if they told him how much it would cost and he said noI asked him why not find out what it’s going to costHe also told me his wife just wants him to get it touched up, because this is too much work. On 04/08/the client brought me an estimate to repair the gougeThe quote to repair the gouge is for $1198.48, which includes hours of labor and partsHe stated “I’m not going to let this go”.On 5/2/I received his letter of complaint #***.We are a reputable Automotive Repair Facility and take pride in caring for our clients vehiclesUnder the advice of our insurance carrier, there is no evidence that damages of this kind were done here in the shopI’m saddened that this complaint been brought against us, and hope the client understands from this letter why I do not feel we are liable for the repairs.Respectfully submitted,Sheri F* *** *** ***
*** *** *** ***
*** *** ***
***

To whom it may concern,     I am writing this letter in response to complaint ID# [redacted].The client dropped off his vehicle on March 3rd 2016 to have some maintenance repairs completed. When the vehicle was brought to us it was agreed by both parties to have the work...

completed by March 10th. The vehicle was housed in the garage nightly and parked outside the service door during business hours, except when services were being done, at which time the vehicle was placed on the lift. The work was completed and the vehicle was returned to the client on 03/09/16 at approximately 3:45 pm. The next day, March 10th, the client called the shop and said he was about to wash the vehicle and found damage to the door, chemical spots on the roof and finger prints on the hood. He later brought the vehicle up to the shop for us to view. I listened to his comments regarding how these damages could have happened. He pointed out each area of concern including a stain running from the left head lamp housing.  He had told me how hard it is to match the paint for a [redacted], as he had had this kind of repair done before and they had to do it twice to get it to blend properly. I took pictures and let the client know I would send the information to my insurance carrier. The pictures were time and date stamped 3/10/16 at 2:17 pm.I don’t remember seeing any unusual damages when the vehicle was left at the shop, nor were there any damages noted prior to the client picking up the vehicle. The first note of the damages was when the client brought the vehicle back the next day. I talked with the technicians, asking if they remember any incidents which may have caused the gouge on the driver’s side door, if they had hit the door jam side of the door with any items, if they had placed anything or spilled anything on or around the vehicle. Technicians confirmed understanding that we are insured and that they would report even the smallest incident. No recall of any activity were brought to mind.I contacted our insurance carrier on 3/10/16 @ 2:52 pm. I sent the clients information and the pictures via e-mail. I was contacted by the auto claims specialist on 3/11/16 informing me an adjuster would be coming to the shop to talk with the technicians, take pictures and review our shops layout. The adjuster came out to the shop and reviewed every scenario possible to see if she could find probability that the incident happened while the vehicle was in our care. Client called the shop on 3/31/16 telling me he had heard from the insurance company and that they said they were going to send him a letter and he asked me if I would call them and have them send his letter to him. The client was very upset that the insurance company had told him they felt the damages were from another source. He said that he never parked by a brick wall or post. The client informed me that he had pictures and will fight this denial.  He had told me he took the vehicle to a repair shop. I had asked him if they told him how much it would cost and he said no. I asked him why not find out what it’s going to cost. He also told me his wife just wants him to get it touched up, because this is too much work. On 04/08/16 the client brought me an estimate to repair the gouge. The quote to repair the gouge is for $1198.48, which includes 17.9 hours of labor and 179.05 parts. He stated “I’m not going to let this go”.On 5/2/16 I received his letter of complaint #[redacted].We are a reputable Automotive Repair Facility and take pride in caring for our clients vehicles. Under the advice of our insurance carrier, there is no evidence that damages of this kind were done here in the shop. I’m saddened that this complaint been brought against us, and hope the client understands from this letter why I do not feel we are liable for the repairs.Respectfully submitted,Sheri F[redacted]

Complaint: [redacted]
I am rejecting this response because:
The damage was caused while in the possession of Ohana Vehicle Services. The damage was reported to Ohana the same day as the car was picked up, not the next day as the business states. In fact, it was within 30 minutes regarding the door gouge and within one hour regarding the roof. I drove the car back to Ohana Vehicle Services the same day I picked it up for them to see the door damage. I noticed the roof damage once I got home and began washing the car and called them regarding it, also on the same day.
The insurer's claim that the car door struck a cement pillar can be demonstrably proven wrong, over and over again easily. Pics attached shows blue painters tape where the door is damaged. It is opening against a known vertical surface, my garage door frame. As you can see the points of damage do NOT hit against the garage door frame when opened. The upper damage is so far away, it is impossible it could have struck a cement pillar. Period. Cement is made of sand, think sandpaper. If cement had caused this damage, the door would be scratched everywhere it touched cement. This is not the case. How do you damage the lower portion and the higher portion of the door (the two area's of damage) without damaging the area in between if the door hit a cement pillar. It did not hit a cement pillar. ludicrous.
And the business is right. I am not going to let this go. I paid the business for repairs to my car. It was damaged while in their care. They should pay for the damages to the car while in their possession. Why would the business file a claim with the insurer, tell me to my face "I don't remember that (door damage) being there", and ask for an estimate if the business was certain they did not cause the damage?
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The damage was caused while in the possession of Ohana Vehicle Services. The damage was reported to Ohana the same day as the car was picked up, not the next day as the business states. In fact, it was within 30 minutes regarding the door gouge and within one hour regarding the roof. I drove the car back to Ohana Vehicle Services the same day I picked it up for them to see the door damage. I noticed the roof damage once I got home and began washing the car and called them regarding it, also on the same day. The insurer's claim that the car door struck a cement pillar can be demonstrably proven wrong, over and over again easily. Pics attached shows blue painters tape where the door is damaged. It is opening against a known vertical surface, my garage door frame. As you can see the points of damage do NOT hit against the garage door frame when opened. The upper damage is so far away, it is impossible it could have struck a cement pillar. Period. Cement is made of sand, think sandpaper. If cement had caused this damage, the door would be scratched everywhere it touched cement. This is not the case. How do you damage the lower portion and the higher portion of the door (the two area's of damage) without damaging the area in between if the door hit a cement pillar. It did not hit a cement pillar. ludicrous.And the business is right. I am not going to let this go. I paid the business for repairs to my car. It was damaged while in their care. They should pay for the damages to the car while in their possession. Why would the business file a claim with the insurer, tell me to my face "I don't remember that (door damage) being there", and ask for an estimate if the business was certain they did not cause the damage?
Sincerely,
[redacted]