This letter acknowledges receipt of Ms*** correspondence of March 28,
As you know, Oxmoor Collision Center appreciates the opportunity to respond whenever a customer complaint is brought to our attention
| On or about January 15, Ms*** was involved in a rear end collision
On or about January 29, her car was dropped off at the Oxmoor Collision Center for repairDamage from the accident was noted to the bumper, rear body panel and trunk lidIn addition there was
substantial rust present inside the rear floor pan, which could be the reason for the leak issue from prior repairs that were evident on the car
Ms*** insurance company refused to pay for repairs to the rusted areas because her insurer believed it to be a preexisting issueAs a good will gesture, Oxmoor Collision Center tracked down the leaking areas and made the necessary repairs to stop the water in Ms*** carMs*** returned to Oxmoor Collision Center at which time we explained the repairsDespite the fact that the leaks were due to a prior issue, customer service is our first priority and we hope Ms*** is now happy with her experience with Oxmoor Collision Center
Should you have any questions please do not hesitate to contact me
Sincerely,
*** *** CFO
This letter acknowledges receipt of Ms. [redacted] correspondence of June 27, 2017. As you know, Oxmoor Collision Center appreciates the opportunity to respond whenever a customer complaint is brought to our attention.I have spoken to Ms. [redacted] and explained the cause of the delay in the...
completion of the repair. When the vehicle was dropped off at Oxmoor Collision Center Ms. [redacted] car she was dealing with [redacted], her insurance adjuster from Geico. [redacted] initially gave Ms. [redacted] a date when the vehicle would be finished, Unfortunately Oxmoor Collision Center could not complete the work on time so we notified Ms, [redacted] via text message that her vehicle would be completed a couple days later. Unfortunately the Geico adjuster was still giving her a different date and causing confusion. Ms. [redacted]picked up her vehicle om Jume 28, 2017,Customer satisfaction is very important to Oxmoor Collision Center, and I apologize for the miscommunication and any inconvenience this may have caused.Should you have any questions please feel free to contact me.Sincerely,[redacted]See attachment.
This letter acknowledges receipt of a consumer complaint dated April 27, 2016. It is the goal of Oxmoor Collision Center to provide a satisfactory service experience for every customer, Therefore, I appreciate the opportunity to respond whenever a customer complaint is brought to my attention. I...
have researched this complaint and offer the following in response:On or about March 21, 2016 Ms. [redacted] dropped off her vehicle at Oxmoor Collision Center, because it was involved in a rear end collision. Ms. [redacted]'s insurance ([redacted]) approved aftermarket parts to be used for the repair. Ms. [redacted] also requested that her front bumper cover be replaced, which was not part of the claim with [redacted]. On March 25, 2016 a text message was sent to Ms. [redacted] to let her know the repairs were completed. Unfortunately Ms. [redacted] did not receive the text message. Ms. [redacted] came to pick up her vehicle on March 29, 2016 and voiced some concern about the fit of the aftermarket rear cover and a spot on the hood of the vehicle.We advised Ms. [redacted] that we could contact [redacted] and try to get approval for an OEM (Toyota) cover. Ms. [redacted] contacted [redacted] herself and obtained approval to use original Toyota parts to repair the rear bumper. When Ms. [redacted] returned to have the rear cover replaced she also expressed concerns about the front bumper and a spot on the hood of the car, When we adjusted the front cover at the lights we noticed that the right front fender had a dent in it and the left fender had been repaired in the past. The spot on the hood had oxidation underneath the paint, which was causing the defect in the paint.Upon receipt of the Revdex.com complaint I contacted Ms. [redacted]'s and we met on April 30, 2016. During the meeting I explained to Mrs. [redacted] and her husband that the front cover does not fit right because of damage to the right fender and the spot on the hood was rust. They agreed that both items are pre-existing damage and Ms. [redacted] decided, at her expense, to have the hood refinished and the dent repaired, so that the front bumper cover fits properly.Please do not hesitate to contact me at [redacted] should you have any additional questions regarding this complaint.Sincerely,[redacted] Manager
This letter acknowledges receipt of a consumer complaint dated January 25, 2016. It is the goal of Oxmoor Collision Center to provide a satisfactory service experience for every customer. Therefore, I appreciate the opportunity to respond whenever a customer complaint is brought to my attention. I...
have researched this complaint and offer the following in response:On or about October 7, 2015 Ms. [redacted]'s vehicle was towed to the Oxmoor Collision Center. I contacted Ms. [redacted] on October 9, 2015 with the preliminary estimate and repair authorization. Ms. [redacted] stated that she only wanted OEM (Toyota parts) parts. Although Ms. [redacted]'s insurance only covered After Market (AE) parts we upgraded several parts to OEM (Toyota) parts at our expense. Unfortunately Ms. [redacted] did not have rental car coverage with insurance policy.On October 12, 2015 I received an e-mail from Ms. [redacted] instructing me not to repair her vehicle prior to talking to her. On October 13, Ms. [redacted] called back and told me to start the repairs. I informed Ms. [redacted] that I needed the Repair Authorization to proceed, which I received on October 14, 2015.The preliminary estimate called for 65 hours of labor which equals about 18-20 days of repair provided all the parts were at the shop.After work was started more damage was found and two supplements were added between October 14 and October 26, 2015. One of the supplements consisted of replacing the doors on the left side, which had to be ordered as well.The repairs on the lefts side of the vehicle were complete on November 3, 2015. When Ms. [redacted] came to pick up her car she made a list of items she was not happy with. All the items on her list were on the right side of the vehicle, which were not related to the accident. The insurance adjuster approved the repairs on the right side of the vehicle, but declined to pay for the rock chips on the hood.The additional repairs added 16 estimate hours which was an additional 4-5 days in the shop. I informed Ms. [redacted] what the lnsurance would cover and set the expected delivery date to November 13, 2015. The Camry was finished and delivered to Ms. [redacted]’s home on November 13, 2015.The special coating Ms. [redacted] mentioned in her complaint (Xylon) was not applied to her vehicle, due to the fact that new paint on a car has to cure for 30 days before the protective coat can be applied. We informed Ms. [redacted] that we could apply the coating once 30 days had passed.Ms. [redacted] has asked us to declare her vehicle a total loss, however, only her insurance company can make that determination and Oxmoor Collision Center has no authority to make decisions ln-total loss claims.Oxmoor Collision Center will honor our lifetime guarantee should there be any issues in regards to the repairs performed by us.Please do not hesitate to contact me at ###-###-#### should you have any additional questionsregarding this complaint.Sincerely,[redacted] Manager Oxmoor Collision Center
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I expected a response like this from this shop, just like I've received from the two other Revdex.com cases I filed with the other companies involving this issue ([redacted] Car Insurance and Oxmoor Mazda). I've filed many complaints over the past several years against many different businsesses. The thing that I've learned is that a reputable business, once I provided evidence to back up my claim, would either admit they were wrong and/or compensate me in some way to make up for their defective product or bad service. But this is the first time that I've had not only one major company, but three either deny that they aren't at fault at all or imply that I caused the problem. If Oxmoor Mazda hadn't given me a car with issues, and then acted like their weren't any problems with my car's handling after having them check it several times for a year, then I more than likely wouldn't have had an accident in the first place (but they still closed the Revdex.com case ignoring the facts that I provided). And with [redacted], even if the adjuster (since I'm never going to be told, I've decided that he works for the shop) doesn't work for the insurance company, they still had poor customer service involving the claim process. They also ended the Revdex.com case by saying that the adjuster has nothing to do with us, and that maybe I need to contact the shop only. And yet again, every one of these companies keep passing the blame on the other company without addressing the facts that I gave them that prove that they were somewhat in the wrong. And that's what makes them unprofessional companies. It's not like I'm just blaming them without anything to back it up. They're just repeating the same nonsense (I wouldn't be surprised if they've contacted one another and agreed upon what to respond with because their closing responses sound about the same). If this shop responds in the same way as the others, I'd have say that I'm not that surprised. They don't want to admit that they're not perfect. But that's a big part of being a honest and successful business- admitting when you got it wrong and making sure the customer is compensated for their lose. Now, they don't have to do the right thing of course, but then there will always be the unhapy customer who will tell as many people as possible about the unnecessary nonsense they went through and that they should ignore these companies. People will always reap what they sow. Just because a company can get away with the bad things like this now, it doesn't mean they won't pay for it down the road. Hopefully people will read this and my other complaints and stay away from these companies.I don't know why in the shop's response they keep mentioning that I didn't have rental coverage (the problem isn't that I had to pay for the rentals, but that they took way too long to fix my car causing me to pay more out pocket), and stating that they had no control over the adjusters (even though the adjuster works for them- so therefore an employee represents a company no matter if they let their boss know what they're doing every minute of every day). And I know that I have a lifetime warranty if I have any problems. But it seems like the responses from these companies are just repeating what I complained about but not actually focusing on the actual complaint(s); as if they think that by typing a lot of the same stuff I typed up,and then right at the end say that it's not their fault then the issue is resolved. Wrong! Being compensated for some of the rental costs and my time lost with my car was what I wanted, but it wasn't what my complaint was focusing on. It was because of their poor and slow service. It'd be different if I was just complaining without any proof, but I have proof and these unporfessional companies are ignoring it because they don't believe they should be held accountable for their shortcomings. Oxmoor Mazda is really the company that should've compensated me for all the times I wasted having my car looked at and they didn't even fix anything when they said that they did for more than a year. But at the same time, that's why I knew they wouldn't be professional and admit to their mistakes since I've had to deal with their nonsense for too long.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[I was informed by the service managers staff as indicated, not service manager as the response says, but I will reserve judgement on whether or not this satisfied my concerns when it is actually completed. At this point I have heard every excuse and I currently have no commitment to a date when this will be completed. ]
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]
This letter acknowledges receipt of a consumer complaint dated August 3, 2017. It is the goal of Oxmoor Collision Center to provide a satisfactory service experience for every customer, Therefore, I appreciate the opportunity to respond whenever a customer complaint is brought to my attention,Upon...
receipt of the complaint I called Mr. [redacted] to discuss his concerns regarding the repairs of his Jeep Wrangler. When the vehicle arrived at Oxmoor Collision Center, Mr. [redacted] was told that the repairs should be completed within 4 weeks, The parts required for the repairs were ordered at the time we received the vehicle. Once repair started some additional damage was found and his insurance company, [redacted], had to come to the Collision Center for re-inspection before approving the additional repairs, Additional parts had to be ordered which required additional time, Mr. [redacted]'s vehicle did get bumped due to the technician being double booked, I explained to Mr. [redacted] that the Jeep is was to be painted on Monday August 7" and should be delivered to Oxmoor Chrysler Dodge Jeep Ram for suspension work by Monday 8/14/2017. I have been in contact with Mr. [redacted] by updating him with pictures of the progress,I sincerely regret that the repairs have taken longer than anticipated, however, we are at the mercy of the parts Suppliers and insurance companies,See attachment
This letter acknowledges the receipt of Mr. [redacted]'s correspondence dated October 25, 2016. As you know, Oxmoor Collision Center appreciates the opportunity to respond whenever a customer complaint is brought to our attention.I have reviewed Mr. [redacted]'s response and would like to reiterate that Oxmoor Collision Center completed the repairs as quickly as possible, Oxmoor Collision has no control over insurance adjusters and their schedule, Unfortunately Mr. [redacted] did not have insurance coverage for the rental car.All repairs are guaranteed for as long as the customer owns their vehicle, Therefore, if Mr. [redacted] has any problems with any of the repairs, please have him to return to Oxmoor Collision Center, so they can be remedied.Should you have any questions please do not hesitate to contact me.Sincerely,[redacted]
This letter acknowledges receipt of Ms*** correspondence of March 28,
As you know, Oxmoor Collision Center appreciates the opportunity to respond whenever a customer complaint is brought to our attention
| On or about January 15, Ms*** was involved in a rear end collision
On or about January 29, her car was dropped off at the Oxmoor Collision Center for repairDamage from the accident was noted to the bumper, rear body panel and trunk lidIn addition there was
substantial rust present inside the rear floor pan, which could be the reason for the leak issue from prior repairs that were evident on the car
Ms*** insurance company refused to pay for repairs to the rusted areas because her insurer believed it to be a preexisting issueAs a good will gesture, Oxmoor Collision Center tracked down the leaking areas and made the necessary repairs to stop the water in Ms*** carMs*** returned to Oxmoor Collision Center at which time we explained the repairsDespite the fact that the leaks were due to a prior issue, customer service is our first priority and we hope Ms*** is now happy with her experience with Oxmoor Collision Center
Should you have any questions please do not hesitate to contact me
Sincerely,
*** *** CFO
This letter acknowledges receipt of Ms. [redacted] correspondence of June 27, 2017. As you know, Oxmoor Collision Center appreciates the opportunity to respond whenever a customer complaint is brought to our attention.I have spoken to Ms. [redacted] and explained the cause of the delay in the...
completion of the repair. When the vehicle was dropped off at Oxmoor Collision Center Ms. [redacted] car she was dealing with [redacted], her insurance adjuster from Geico. [redacted] initially gave Ms. [redacted] a date when the vehicle would be finished, Unfortunately Oxmoor Collision Center could not complete the work on time so we notified Ms, [redacted] via text message that her vehicle would be completed a couple days later. Unfortunately the Geico adjuster was still giving her a different date and causing confusion. Ms. [redacted]picked up her vehicle om Jume 28, 2017,Customer satisfaction is very important to Oxmoor Collision Center, and I apologize for the miscommunication and any inconvenience this may have caused.Should you have any questions please feel free to contact me.Sincerely,[redacted]See attachment.
This letter acknowledges receipt of a consumer complaint dated April 27, 2016. It is the goal of Oxmoor Collision Center to provide a satisfactory service experience for every customer, Therefore, I appreciate the opportunity to respond whenever a customer complaint is brought to my attention. I...
have researched this complaint and offer the following in response:On or about March 21, 2016 Ms. [redacted] dropped off her vehicle at Oxmoor Collision Center, because it was involved in a rear end collision. Ms. [redacted]'s insurance ([redacted]) approved aftermarket parts to be used for the repair. Ms. [redacted] also requested that her front bumper cover be replaced, which was not part of the claim with [redacted]. On March 25, 2016 a text message was sent to Ms. [redacted] to let her know the repairs were completed. Unfortunately Ms. [redacted] did not receive the text message. Ms. [redacted] came to pick up her vehicle on March 29, 2016 and voiced some concern about the fit of the aftermarket rear cover and a spot on the hood of the vehicle.We advised Ms. [redacted] that we could contact [redacted] and try to get approval for an OEM (Toyota) cover. Ms. [redacted] contacted [redacted] herself and obtained approval to use original Toyota parts to repair the rear bumper. When Ms. [redacted] returned to have the rear cover replaced she also expressed concerns about the front bumper and a spot on the hood of the car, When we adjusted the front cover at the lights we noticed that the right front fender had a dent in it and the left fender had been repaired in the past. The spot on the hood had oxidation underneath the paint, which was causing the defect in the paint.Upon receipt of the Revdex.com complaint I contacted Ms. [redacted]'s and we met on April 30, 2016. During the meeting I explained to Mrs. [redacted] and her husband that the front cover does not fit right because of damage to the right fender and the spot on the hood was rust. They agreed that both items are pre-existing damage and Ms. [redacted] decided, at her expense, to have the hood refinished and the dent repaired, so that the front bumper cover fits properly.Please do not hesitate to contact me at [redacted] should you have any additional questions regarding this complaint.Sincerely,[redacted] Manager
This letter acknowledges receipt of a consumer complaint dated January 25, 2016. It is the goal of Oxmoor Collision Center to provide a satisfactory service experience for every customer. Therefore, I appreciate the opportunity to respond whenever a customer complaint is brought to my attention. I...
have researched this complaint and offer the following in response:On or about October 7, 2015 Ms. [redacted]'s vehicle was towed to the Oxmoor Collision Center. I contacted Ms. [redacted] on October 9, 2015 with the preliminary estimate and repair authorization. Ms. [redacted] stated that she only wanted OEM (Toyota parts) parts. Although Ms. [redacted]'s insurance only covered After Market (AE) parts we upgraded several parts to OEM (Toyota) parts at our expense. Unfortunately Ms. [redacted] did not have rental car coverage with insurance policy.On October 12, 2015 I received an e-mail from Ms. [redacted] instructing me not to repair her vehicle prior to talking to her. On October 13, Ms. [redacted] called back and told me to start the repairs. I informed Ms. [redacted] that I needed the Repair Authorization to proceed, which I received on October 14, 2015.The preliminary estimate called for 65 hours of labor which equals about 18-20 days of repair provided all the parts were at the shop.After work was started more damage was found and two supplements were added between October 14 and October 26, 2015. One of the supplements consisted of replacing the doors on the left side, which had to be ordered as well.The repairs on the lefts side of the vehicle were complete on November 3, 2015. When Ms. [redacted] came to pick up her car she made a list of items she was not happy with. All the items on her list were on the right side of the vehicle, which were not related to the accident. The insurance adjuster approved the repairs on the right side of the vehicle, but declined to pay for the rock chips on the hood.The additional repairs added 16 estimate hours which was an additional 4-5 days in the shop. I informed Ms. [redacted] what the lnsurance would cover and set the expected delivery date to November 13, 2015. The Camry was finished and delivered to Ms. [redacted]’s home on November 13, 2015.The special coating Ms. [redacted] mentioned in her complaint (Xylon) was not applied to her vehicle, due to the fact that new paint on a car has to cure for 30 days before the protective coat can be applied. We informed Ms. [redacted] that we could apply the coating once 30 days had passed.Ms. [redacted] has asked us to declare her vehicle a total loss, however, only her insurance company can make that determination and Oxmoor Collision Center has no authority to make decisions ln-total loss claims.Oxmoor Collision Center will honor our lifetime guarantee should there be any issues in regards to the repairs performed by us.Please do not hesitate to contact me at ###-###-#### should you have any additional questionsregarding this complaint.Sincerely,[redacted] Manager Oxmoor Collision Center
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I expected a response like this from this shop, just like I've received from the two other Revdex.com cases I filed with the other companies involving this issue ([redacted] Car Insurance and Oxmoor Mazda). I've filed many complaints over the past several years against many different businsesses. The thing that I've learned is that a reputable business, once I provided evidence to back up my claim, would either admit they were wrong and/or compensate me in some way to make up for their defective product or bad service. But this is the first time that I've had not only one major company, but three either deny that they aren't at fault at all or imply that I caused the problem. If Oxmoor Mazda hadn't given me a car with issues, and then acted like their weren't any problems with my car's handling after having them check it several times for a year, then I more than likely wouldn't have had an accident in the first place (but they still closed the Revdex.com case ignoring the facts that I provided). And with [redacted], even if the adjuster (since I'm never going to be told, I've decided that he works for the shop) doesn't work for the insurance company, they still had poor customer service involving the claim process. They also ended the Revdex.com case by saying that the adjuster has nothing to do with us, and that maybe I need to contact the shop only. And yet again, every one of these companies keep passing the blame on the other company without addressing the facts that I gave them that prove that they were somewhat in the wrong. And that's what makes them unprofessional companies. It's not like I'm just blaming them without anything to back it up. They're just repeating the same nonsense (I wouldn't be surprised if they've contacted one another and agreed upon what to respond with because their closing responses sound about the same). If this shop responds in the same way as the others, I'd have say that I'm not that surprised. They don't want to admit that they're not perfect. But that's a big part of being a honest and successful business- admitting when you got it wrong and making sure the customer is compensated for their lose. Now, they don't have to do the right thing of course, but then there will always be the unhapy customer who will tell as many people as possible about the unnecessary nonsense they went through and that they should ignore these companies. People will always reap what they sow. Just because a company can get away with the bad things like this now, it doesn't mean they won't pay for it down the road. Hopefully people will read this and my other complaints and stay away from these companies.I don't know why in the shop's response they keep mentioning that I didn't have rental coverage (the problem isn't that I had to pay for the rentals, but that they took way too long to fix my car causing me to pay more out pocket), and stating that they had no control over the adjusters (even though the adjuster works for them- so therefore an employee represents a company no matter if they let their boss know what they're doing every minute of every day). And I know that I have a lifetime warranty if I have any problems. But it seems like the responses from these companies are just repeating what I complained about but not actually focusing on the actual complaint(s); as if they think that by typing a lot of the same stuff I typed up,and then right at the end say that it's not their fault then the issue is resolved. Wrong! Being compensated for some of the rental costs and my time lost with my car was what I wanted, but it wasn't what my complaint was focusing on. It was because of their poor and slow service. It'd be different if I was just complaining without any proof, but I have proof and these unporfessional companies are ignoring it because they don't believe they should be held accountable for their shortcomings. Oxmoor Mazda is really the company that should've compensated me for all the times I wasted having my car looked at and they didn't even fix anything when they said that they did for more than a year. But at the same time, that's why I knew they wouldn't be professional and admit to their mistakes since I've had to deal with their nonsense for too long.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[I was informed by the service managers staff as indicated, not service manager as the response says, but I will reserve judgement on whether or not this satisfied my concerns when it is actually completed. At this point I have heard every excuse and I currently have no commitment to a date when this will be completed. ]
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response 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.
Regards,
[redacted]
This letter acknowledges receipt of a consumer complaint dated August 3, 2017. It is the goal of Oxmoor Collision Center to provide a satisfactory service experience for every customer, Therefore, I appreciate the opportunity to respond whenever a customer complaint is brought to my attention,Upon...
receipt of the complaint I called Mr. [redacted] to discuss his concerns regarding the repairs of his Jeep Wrangler. When the vehicle arrived at Oxmoor Collision Center, Mr. [redacted] was told that the repairs should be completed within 4 weeks, The parts required for the repairs were ordered at the time we received the vehicle. Once repair started some additional damage was found and his insurance company, [redacted], had to come to the Collision Center for re-inspection before approving the additional repairs, Additional parts had to be ordered which required additional time, Mr. [redacted]'s vehicle did get bumped due to the technician being double booked, I explained to Mr. [redacted] that the Jeep is was to be painted on Monday August 7" and should be delivered to Oxmoor Chrysler Dodge Jeep Ram for suspension work by Monday 8/14/2017. I have been in contact with Mr. [redacted] by updating him with pictures of the progress,I sincerely regret that the repairs have taken longer than anticipated, however, we are at the mercy of the parts Suppliers and insurance companies,See attachment
This letter acknowledges the receipt of Mr. [redacted]'s correspondence dated October 25, 2016. As you know, Oxmoor Collision Center appreciates the opportunity to respond whenever a customer complaint is brought to our attention.I have reviewed Mr. [redacted]'s response and would like to reiterate that Oxmoor Collision Center completed the repairs as quickly as possible, Oxmoor Collision has no control over insurance adjusters and their schedule, Unfortunately Mr. [redacted] did not have insurance coverage for the rental car.All repairs are guaranteed for as long as the customer owns their vehicle, Therefore, if Mr. [redacted] has any problems with any of the repairs, please have him to return to Oxmoor Collision Center, so they can be remedied.Should you have any questions please do not hesitate to contact me.Sincerely,[redacted]