Complaint: ***
I am rejecting this response because:I understand that more damage was found on the vehicle and you need to be paid, however you had proof that a check was written, processed and mailedPutting the customer in the middle of a dispute you have had with a certain insurance company is not okIf you had a problem with my insurance, I should have been told before I scheduled my initial appointment so I could go to a place that treats their customers with respect. Once I got my car back the work is awful as wellThe headlights are totally different looking and the one that was replaced is faced towards the ground (a totally different direction than the original) Also, there was pieces of broken glass and lights in my trunkThe trunk should not have even been opened, as all damage was on the drivers side front of the vehicleThe car was also filthy insideFull of dirt and what appeared to dust and melted snow dirt in both front seats as well as on the floors in the frontI have never taken my car to a place that didn't put down papers while they are in the vehicle, and as far as the broken glass and lights in my trunk, is that what you do when a customer complains?? As far as saying you (I assume the owner of the shop) can't speak to conversations you were not a part of that is not an excuseYou hired this vile woman and have her as the face of your companyI asked to be connected with you and she refused to let me speak to you or to have you call me backI never got an update the whole time When I picked up my vehicle, finally, the clear bra was not onI had to go back inside and see what was going on there, as your Secretary said she "forgot" to mention that my car was not, in fact, finishedShe then told me she made me an appointment (without consulting me on the date) As I was asking what was going on, she tells me it's not her fault it isn't possible to do that work right after the car was paintedShe was the rudest person I have ever come into contact with, and I am the customerThat is totally unacceptable. So, just to restate, I am not complaining that you are paid for doing your jobI am complaining about the way I, as a customer, was treated for the entire month you had my vehicleAlso, the end result was horrible and I am thinking about taking the car to another body shop to fix the headlight and filing in small claims court, as this work should have been done right the first time.
Regards,
*** ***
We are very sorry you had such a negative experience at our shop. It has never been our goal to have a dissatisfied customer.We have contacted your insurance adjuster to reinspect your vehicle and address any quality concernsyou may have. Then based on our conversation with her take thenecessary steps to address them.
It has always been our policy to have no surprises when a customer picks up their vehicle. There are two completely different points of view between the consumer and my office manager as to whether he was informed of the increase on the final bill. I can't say if this did or did not occur. What I do know is that we did not obtain written authorization as we should have and even though I do know that we performed all of the repairs that the customer was billed for, without that authorization, I have no proof that proper procedures were followed. So I will consider this an expensive lesson and will be sending Mr. [redacted] a check in the amount of $497.18. Don W[redacted], owner Precision Auto Body
Revdex.com:
I have reviewed the response made by the business, am willing to speak with this firm about my complaint and hope to reach a satisfactory solution to my issue.
Regards,
[redacted]
In response to the time line question. Monday November 10: Vehicle is left at our shop with an insurance estimate including 19.4 hours of labor. At the industry standard of 4.5 hours per day this would be a 4.31 day repair.Tuesday November 11: Late in the day we found that...
additional repair time and parts would be required. In a perfect world we might have found this a bit earlier in the day. Wednesday November 12: Called Insurance company supplement hot line. We are told they will assign an adjuster to reinspect vehicle. (we cannot continue work on vehicle until supplemental repairs are approved)Thursday November 20: Eight calendar days later the insurance adjuster shows up and we have approval for what is now a 30.1 hour repair (30.1 divided by 4.5 = 6.69 day repair) If we start the clock Wednesday November 19 six working days puts us at Wednesday November 26. I am sorry that the long Thanksgiving Day weekend came at a bad time. However if we had approval to continue repairs a few days sooner that could have been avoided.Monday December 1: The vehicle leaves.From your point of view we kept your car for three weeks and we are horrible people.From our point of view we completed a seven day repair in seven working days. The remainder of time in ourshop was due to Thanksgiving Day and Eight calendar days waiting for the insurance adjuster.Regarding our belief that we need to be paid for our parts, labor and materials. I am sorry you disagree. While we do understand your belief that once an insurance company representative agrees to pay asupplement that we should be able to release a vehicle knowing we will be paid. Over thirty years of experience with nearly every insurance company has taught us that this is a false beleif. Once werelease a vehicle our chances of being paid falls drastically.Regarding our office manager: I do not know how conversations I was not part of may gone. If you did not receive updates on the repair procedure then I sincerely apologize for that oversight. You should have been kept informed.
Complaint: [redacted]
I am rejecting this response because:I do not accept the resolution offered by Precision AutoBody in the form of a check for the amount of $230.68. I have torn up this check and mailed it backto Precision Auto Body. My original complaintwas that I was charged $565.08 over the estimate of $962.30. This was due to a part in the amount of$433.78 that was not on the original estimate, plus additional labor costs. I was not informed about this added part, orthe increased cost, until I arrived at the shop to pick up my car on Friday,August 14th, at 3:44 PM, when I was charged $1527.38. This means that this was an unauthorizedexpenditure and expense. Colorado StateLaw, according to the Motor Vehicle Repair Act, found on the Colorado StateAttorney General’s website, clearly states that, “no charge can be made for labor and parts in excess of the estimateplus ten percent or $25.00 whichever is less without the customer’s consent tothe additional charges.” Since I didnot consent to the additional part, and the corresponding increased cost, accordingto state law, I can only be charged $25 for these costs. On the final invoice the part was $433.78, accordingto the original estimate, labor was to be 13.2 hours, the final invoice showedlabor to be 14.9 hours, this additional 1.7 hours of labor, at $52.00 per hour,is an additional $88.97 in labor charges. Adding the $433.78 for the part, to the increased labor charge of $88.97brings the overcharge to $522.75. Subtracting the $25.00 the State of Colorado allows to be charged foradded parts and labor means the amount of money overcharged to me by Precision AutoBody is $497.18. This is the amount I amowed.Regards,
[redacted]
As a small business, our reputation depends on satisfying our customers. Unfortunately, in this case that did not happen. We did not charge Mr. [redacted] for any work that was not necessary and that was not performed. However, we did make a misake by not having a very expensive part on our original...
estimate. We will attempt to contact Mr. [redacted] and resolve this issue.
Complaint: ***
I am rejecting this response because:I understand that more damage was found on the vehicle and you need to be paid, however you had proof that a check was written, processed and mailedPutting the customer in the middle of a dispute you have had with a certain insurance company is not okIf you had a problem with my insurance, I should have been told before I scheduled my initial appointment so I could go to a place that treats their customers with respect. Once I got my car back the work is awful as wellThe headlights are totally different looking and the one that was replaced is faced towards the ground (a totally different direction than the original) Also, there was pieces of broken glass and lights in my trunkThe trunk should not have even been opened, as all damage was on the drivers side front of the vehicleThe car was also filthy insideFull of dirt and what appeared to dust and melted snow dirt in both front seats as well as on the floors in the frontI have never taken my car to a place that didn't put down papers while they are in the vehicle, and as far as the broken glass and lights in my trunk, is that what you do when a customer complains?? As far as saying you (I assume the owner of the shop) can't speak to conversations you were not a part of that is not an excuseYou hired this vile woman and have her as the face of your companyI asked to be connected with you and she refused to let me speak to you or to have you call me backI never got an update the whole time When I picked up my vehicle, finally, the clear bra was not onI had to go back inside and see what was going on there, as your Secretary said she "forgot" to mention that my car was not, in fact, finishedShe then told me she made me an appointment (without consulting me on the date) As I was asking what was going on, she tells me it's not her fault it isn't possible to do that work right after the car was paintedShe was the rudest person I have ever come into contact with, and I am the customerThat is totally unacceptable. So, just to restate, I am not complaining that you are paid for doing your jobI am complaining about the way I, as a customer, was treated for the entire month you had my vehicleAlso, the end result was horrible and I am thinking about taking the car to another body shop to fix the headlight and filing in small claims court, as this work should have been done right the first time.
Regards,
*** ***
We are very sorry you had such a negative experience at our shop. It has never been our goal to have a dissatisfied customer.We have contacted your insurance adjuster to reinspect your vehicle and address any quality concernsyou may have. Then based on our conversation with her take thenecessary steps to address them.
Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]
It has always been our policy to have no surprises when a customer picks up their vehicle. There are two completely different points of view between the consumer and my office manager as to whether he was informed of the increase on the final bill. I can't say if this did or did not occur. What I do know is that we did not obtain written authorization as we should have and even though I do know that we performed all of the repairs that the customer was billed for, without that authorization, I have no proof that proper procedures were followed. So I will consider this an expensive lesson and will be sending Mr. [redacted] a check in the amount of $497.18. Don W[redacted], owner Precision Auto Body
Revdex.com:
I have reviewed the response made by the business, am willing to speak with this firm about my complaint and hope to reach a satisfactory solution to my issue.
Regards,
[redacted]
In response to the time line question. Monday November 10: Vehicle is left at our shop with an insurance estimate including 19.4 hours of labor. At the industry standard of 4.5 hours per day this would be a 4.31 day repair.Tuesday November 11: Late in the day we found that...
additional repair time and parts would be required. In a perfect world we might have found this a bit earlier in the day. Wednesday November 12: Called Insurance company supplement hot line. We are told they will assign an adjuster to reinspect vehicle. (we cannot continue work on vehicle until supplemental repairs are approved)Thursday November 20: Eight calendar days later the insurance adjuster shows up and we have approval for what is now a 30.1 hour repair (30.1 divided by 4.5 = 6.69 day repair) If we start the clock Wednesday November 19 six working days puts us at Wednesday November 26. I am sorry that the long Thanksgiving Day weekend came at a bad time. However if we had approval to continue repairs a few days sooner that could have been avoided.Monday December 1: The vehicle leaves.From your point of view we kept your car for three weeks and we are horrible people.From our point of view we completed a seven day repair in seven working days. The remainder of time in ourshop was due to Thanksgiving Day and Eight calendar days waiting for the insurance adjuster.Regarding our belief that we need to be paid for our parts, labor and materials. I am sorry you disagree. While we do understand your belief that once an insurance company representative agrees to pay asupplement that we should be able to release a vehicle knowing we will be paid. Over thirty years of experience with nearly every insurance company has taught us that this is a false beleif. Once werelease a vehicle our chances of being paid falls drastically.Regarding our office manager: I do not know how conversations I was not part of may gone. If you did not receive updates on the repair procedure then I sincerely apologize for that oversight. You should have been kept informed.
Complaint: [redacted]
I am rejecting this response because:I do not accept the resolution offered by Precision AutoBody in the form of a check for the amount of $230.68. I have torn up this check and mailed it backto Precision Auto Body. My original complaintwas that I was charged $565.08 over the estimate of $962.30. This was due to a part in the amount of$433.78 that was not on the original estimate, plus additional labor costs. I was not informed about this added part, orthe increased cost, until I arrived at the shop to pick up my car on Friday,August 14th, at 3:44 PM, when I was charged $1527.38. This means that this was an unauthorizedexpenditure and expense. Colorado StateLaw, according to the Motor Vehicle Repair Act, found on the Colorado StateAttorney General’s website, clearly states that, “no charge can be made for labor and parts in excess of the estimateplus ten percent or $25.00 whichever is less without the customer’s consent tothe additional charges.” Since I didnot consent to the additional part, and the corresponding increased cost, accordingto state law, I can only be charged $25 for these costs. On the final invoice the part was $433.78, accordingto the original estimate, labor was to be 13.2 hours, the final invoice showedlabor to be 14.9 hours, this additional 1.7 hours of labor, at $52.00 per hour,is an additional $88.97 in labor charges. Adding the $433.78 for the part, to the increased labor charge of $88.97brings the overcharge to $522.75. Subtracting the $25.00 the State of Colorado allows to be charged foradded parts and labor means the amount of money overcharged to me by Precision AutoBody is $497.18. This is the amount I amowed.Regards,
[redacted]
As a small business, our reputation depends on satisfying our customers. Unfortunately, in this case that did not happen. We did not charge Mr. [redacted] for any work that was not necessary and that was not performed. However, we did make a misake by not having a very expensive part on our original...
estimate. We will attempt to contact Mr. [redacted] and resolve this issue.
To whom it may concern we sent a check to mr. [redacted]