Performance Collision Center

RE: *** ***, Revdex.com ID#*** My name is Larry *** and I am the Manager of Performance Collision Center, Ltddba Performance Collision Center ("Performance")I am in receipt of your correspondence dated July 13, containing the complaint submitted by
*** *** and assigned ID#*** ("Complaint") regarding repair work done by Performance on his Toyota Prius, VIN#J*** ("Vehicle")Kindly accept the following information in response to Mr***'s concern, which I have investigatedAccording to records maintained by Performance, Mr*** was involved in an accident on June 3, On the same day, Mr*** brought his Vehicle to Performance for a preliminary estimateOn or about June 14, 2016, Performance received a repair assignment sheet from the insurance company, USAA Insurance ("USAA")Performance forwarded the preliminary estimate of Two Thousand Five Hundred and Fifty Seven Dollars ($2,557.00) to USAA of which they agreed to pay Two Thousand Three Hundred and Thirteen Dollars and Ninety-seven Cents ($2,313.97)Mr*** brought his Vehicle to our facility at the end of our work day on or about June 20, and therefore repairs began the next morning As is our practice, Performance disassembled and blueprinted the Vehicle and discovered that the rear bumper cover, that originally appeared to be repairable, had damages that were not visible during the preliminary inspectionPerformance also discovered that the left rear tire that was mounted on the left rear wheel that had been damaged in the collision was cut on the inner sidewalls from being run on while low on airPerformance contacted USAA with these additional findings to which USAA approvedThe repairs were completed, the Vehicle was washed and vacuumed and Performance notified Mr*** that his Vehicle was ready for him to pick upOn June 28, 2016, at approximately 10:00am, Mr*** picked up his vehicle without incidentAt approximately noon on June 28, 2016, Mr*** called complaining that the repairs to his Vehicle were terrible and that he was going to stop payment on his credit card that he used to pay for the repairsI reminded him that we stand behind our repairs with a written Lifetime Limited Warranty, which he received upon picking up his vehicleHe brought in his vehicle for me to inspectHis complaints and my responses to him are as follows: 1. Mr*** alleged that we had installed the incorrect wheel on his vehicleUSAA specified to Performance that we replace his damaged wheel with a reconditioned OEM wheelMr*** stated that the wheel looked totally different than the other wheels on his VehicleThe reconditioned wheel looked brand new and was shinier than the other wheelsThe other wheels were on his seven year old Vehicle and showed some aging due to road grime and salt deteriorationI told Mr*** that I would contact USAA and see if they wanted me to replace the wheel with another reconditioned wheel or replace it with an OEM2. The rear bumper lower spoiler seals had a slight gap on the left spoiler and approximately 10" on the left side of the center spoilerI informed Mr*** that since the rear bumper cover lower spoilers had not been damaged, we reused the spoilers that were on the VehicleThe spoilers have seals on them that are attached with two-sided tapeThe part of the seal that was attached to the spoilers themselves, stayed attached in removal and installationThe part of the seal that attaches to the bumper cover itself was starting to separate where Performance had applied new two-sided tapeApproximately 25% of the seals were coming looseI told Mr*** that we would order new OEM seals and would contact him once they arrived to replace the seals on the rear bumper cover lower spoilers3. Mr*** stated that Performance failed to replace the mudguard that was damaged in the collisionAfter investigating the estimating system, we found that the part we replaced was called a "mudguard", but obviously was not the same as the "mudguard" that showed collision damageAgain, I informed Mr*** that we would order a new OEM mudguard and I would contact him upon its arrival4. Mr*** was not happy that we replaced, rather than repaired his rear bumper coverHe said that he did not authorize us to replace itHowever, we were directed by USAA to use an aftermarket partMr*** felt that we should have used an OEM part regardless of what USAA saidI explained to him that USAA would not have paid for the OEM and I asked him if he would have paid for it insteadHe said noMr*** said that Performance just should have replaced it and absorbed the differenceI told Mr*** that I would contact USAA and discuss with them his dissatisfaction with the use of an aftermarket part and would advise him of their responseIt was at this time that Mr*** appeared agitated and began yelling and kicking his rear bumper cover and stomping on the bumper cover lower spoilersIn doing this, he managed to break the rear bumper cover spoilers off of the left side of the rear bumper coverAfter a short time Mr*** calmed down and borrowed some of our tools in an attempt to reattach the rear bumper cover spoilers that he had broken off, to no availI informed him that Performance would do our best for him when we had the new seals to try to reattach them for himHe did apologize to me for losing his temper and his irrational behaviorHe did compliment Performance on the body work that was performed on the left quarter panel of his VehicleThe next morning, Mr*** emailed me and questioned why Performance replaced his damaged tire that he said he just purchased in April and that they had a lifetime warranty onI informed Mr*** that while probably not damaged during the accident, they did pose a serious safety riskUSAA agreed to replace it and Performance replaced the tire with an exact tire, purchased from the same dealer as he purchased the originalPerformance believes it was operating in Mr***'s best interestI contacted USAA right after Mr*** left Performance and found out that the rubber seals that are needed to correct Mr***'s complaint regarding the rear bumper cover are not separate parts and Performance will need to replace the entire rear bumper cover spoiler assembliesI also discussed with USAA the additional items needed and the concern Mr*** had with the aftermarket bumper coverUSAA authorized the wheel replacement and the rear bumper cover spoilers, but declined replacement of the aftermarket rear bumper cover until we put the spoilers onI informed USAA that, if we try to put the spoilers on the aftermarket cover and they do not fit property, we would then have to replace the bumper cover, as well as a whole new set of spoilers, as they are not reusableUSAA said it would be okay to proceed this wayI have informed Mr*** of this and he insists that an OEM bumper must be usedUSAA insists that they do not owe Mr*** an OEM bumper coverIt should be stated at this time that while Mr*** is the claimant in this insurance claim, he is also insured by USAAMr*** met with our Director of Fixed Operations Manager, Ken ***, and it was decided at that time that Mr*** would bring his Vehicle in for the additional repairs at the cost to Performance in the amount of Seven Hundred Fifty Three Dollars and Two cents ($753.02)He brought his vehicle in on July 19, and was provided a loaner vehicleThe repairs to his Vehicle took two extra days to complete because Mr*** failed to inform Performance that the wheels on his Vehicle were not the original wheels and the new wheel had to be reordered based on the manufacturer markings on the wheelWhen received we mounted and balanced itIt was discovered that when we received Mr***'s vehicle back on July 19, 2016, there was new, fresh collision damage to the newly repaired/refinished left quarter panel, which we were able to remove with wet sanding and buffing, and there was new collision damage to the replaced/refinished aftermarket rear bumper cover as wellThe damage to the rear bumper cover was severe to the point of requiring a bumper cover replacementAll additional repairs have been completed on Mr***'s Vehicle as of July 21, and his Vehicle has been returned to himMr*** seemed to be pleased with the work and Performance has heard nothing more from Mr***Therefore, Performance considers this matter closedVery truly yours, *** *** Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  While I disagree with some of the details surrounding this case, Performance Collision did honor their lifetime warranty, reworked the car, and while not perfect, they have brought the repairs up to an acceptable level.  I will never use Performance Collision or any other Performance Automotive Group store in the future, nor will I recommend them to friends and family. With that said, I do consider this case closed.
Regards,
[redacted]