Perry & Terry Collision Center

Initial Business Response / [redacted] (1000, 6, 2015/11/05) */ Customer sent a 3rd party in and asked for multiple estimates on multiple areas of the carThen the customer went to her insurance company and got an estimate from the insurance companyThe estimate from the insurance company covered some of the items listed on the multiple estimates we had writtenThe customer asked what the difference were including the denial of the mirror Customer had a 3rd party bring her vehicle in for repairs as scheduledWe have written authorization that need to be signed by the owner of the vehicleThe 3rd party contacted customer to get the fax number to send the authorizationOur authorization included the estimated cost of repairs for the insurance claimCustomer signed the authorization for the insurance claim onlyShe never expressed to us that she wanted ANY additional work done that was not included on the insurance claimThe authorization was very clear and included the dollar amount of the insurance estimate Upon completion of the repairs, the customer sent the same 3rd party to pick up the vehicleThe 3rd party stated he thought the mirror was going to be replacedWe advised the 3rd party the insurance company did not authorize the replacement of the mirror and the customer did not authorize any additional repairsThe 3rd party called and explained that to the customerThe customer had the 3rd party pay a deposit for the mirrorWe ordered the mirror The customer advised the insurance company we did not repair the car correctly and was dissatisfied with our servicesWe contacted the customer to advise we understood she was not happy with our servicesThe customer did indicate the work that was performed on the insurance claim was goodThe customer stated she rated us poorly to the insurance company because she wanted other work done on the car in addition to what the insurance company authorizedWe advised her, our policy is we only perform repairs the customer has authorizedWe recommended that since she is unsatisfied with our services she choose a shop that can meet her needsWe refunded the deposit that the 3rd party made in fullThe refund check was mailed 11/4/ Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The answer to a bad cutomer service is not refusing to do the promised jobOur problem was with the front desk and the lack of follow up not the workmanship The response to poor customer service IS to fix the problem not to REFUSE the work We spent too much time on it People are busy and the desrve to get a response to their calls and requestsMany phone calls remained unanswered The conclusion is that the honest feedback did not result to an improvement of their serviceInstead it resulted to the refusal of promised job after all that time and effortIt just wrong, too wrongThis is a very poor customer service I had my car repaiered by them before and I gave them the perfect rating that can be verfiedThat's why I went back This time the job was handeled poorly and incorrorectly and the feedback resulted to a poorer outcome It's a shame that such an amazing bussiness can change so negatively in such a short time Final Consumer Response / [redacted] (4200, 12, 2015/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the testiment that this business is very unreliable, unethical and unwilling to solve issues I hope they can make changes to improve their serviceRefusing service for anhonest review is not a rightous and mature act Thare has been no solution for wasting our time and trust Final Business Response / [redacted] (1000, 17, 2015/12/10) */ Ms Fischbach called me on the 4th November to advise where to send the refund checkMy check number XXXXX issued 11/4/mailed to the address customer provided cleared my bank on November 18thNot only have we refunded the money it has been cashed or depositedWe consider this matter to be closed

Initial Business Response /* (1000, 6, 2015/11/05) */
Customer sent a 3rd party in and asked for multiple estimates on multiple areas of the car. Then the customer went to her insurance company and got an estimate from the insurance company. The estimate from the insurance company covered some of...

the items listed on the multiple estimates we had written. The customer asked what the difference were including the denial of the mirror.
Customer had a 3rd party bring her vehicle in for repairs as scheduled. We have written authorization that need to be signed by the owner of the vehicle. The 3rd party contacted customer to get the fax number to send the authorization. Our authorization included the estimated cost of repairs for the insurance claim. Customer signed the authorization for the insurance claim only. She never expressed to us that she wanted ANY additional work done that was not included on the insurance claim. The authorization was very clear and included the dollar amount of the insurance estimate.
Upon completion of the repairs, the customer sent the same 3rd party to pick up the vehicle. The 3rd party stated he thought the mirror was going to be replaced. We advised the 3rd party the insurance company did not authorize the replacement of the mirror and the customer did not authorize any additional repairs. The 3rd party called and explained that to the customer. The customer had the 3rd party pay a deposit for the mirror. We ordered the mirror.
The customer advised the insurance company we did not repair the car correctly and was dissatisfied with our services. We contacted the customer to advise we understood she was not happy with our services. The customer did indicate the work that was performed on the insurance claim was good. The customer stated she rated us poorly to the insurance company because she wanted other work done on the car in addition to what the insurance company authorized. We advised her, our policy is we only perform repairs the customer has authorized. We recommended that since she is unsatisfied with our services she choose a shop that can meet her needs. We refunded the deposit that the 3rd party made in full. The refund check was mailed 11/4/2015.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The answer to a bad cutomer service is not refusing to do the promised job. Our problem was with the front desk and the lack of follow up not the workmanship.
The response to poor customer service IS to fix the problem not to REFUSE the work.
We spent too much time on it.
People are busy and the desrve to get a response to their calls and requests. Many phone calls remained unanswered.
The conclusion is that the honest feedback did not result to an improvement of their service. Instead it resulted to the refusal of promised job after all that time and effort. It just wrong, too wrong. This is a very poor customer service.
I had my car repaiered by them before and I gave them the perfect rating that can be verfied. That's why I went back.
This time the job was handeled poorly and incorrorectly and the feedback resulted to a poorer outcome.
It's a shame that such an amazing bussiness can change so negatively in such a short time.
Final Consumer Response /* (4200, 12, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the testiment that this business is very unreliable, unethical and unwilling to solve issues.
I hope they can make changes to improve their service. Refusing service for anhonest review is not a rightous and mature act.
Thare has been no solution for wasting our time and trust.
Final Business Response /* (1000, 17, 2015/12/10) */
Ms Fischbach called me on the 4th November to advise where to send the refund check. My check number XXXXX issued 11/4/2015 mailed to the address customer provided cleared my bank on November 18th. Not only have we refunded the money it has been cashed or deposited. We consider this matter to be closed