Philadelphia Auto Body

Philadelphia Auto Body has earned a reputation for outstanding service coupled with the highest quality repairs We go to great lengths to ensure that every customer and their vehicles are treated like gold, and routinely put other business concerns, such as profit and turnaround time second to ensuring satisfied customers Of course, we are not entirely beyond reproach, but the extent to which we routinely go to resolve disputes or conflict only solidifies our integrity With that clear, it unfortunately appears we have one customer who is perhaps trying to recoup losses through dubious tacticsThe main point is this: [redacted] was driving her [redacted] uninsured when she crashed and caused very heavy damage to it The vehicle was financed, so, she felt like she had to fix the car rather than junk it Since she was borrowing funds to pay for the repairs, she was adamant that we fix the car as cheaply as possible Due to the far-extending damages, we initially explained that the true extent of the damage (and cost to repair) would be impossible to calculate until work was underway With heavy discounts applied, the preliminary estimate was about $17,and upon [redacted] ' authorization, repairs began 7/1/As repairs progressed, [redacted] approved every and all additional costs as they arose -- including dealer-only repairs, which comprised about $of the final $27,bill When her credit supplier refused to extend credit beyond the original $17,000, [redacted] requested that we release the vehicle to her with the bill unpaid We were unable to accommodate that request, but we applied every possible discount to the repair, deducted repairs not yet completed, and waived nearly $of accumulated storage fees Months later, when [redacted] secured the funds to settle the bill, she signed documentation acknowledging that she was taking delivery of the car in "as-is" condition and that no further repairs would be done The car left 3/10/Two months after taking delivery, her car developed an electrical problem of unknown origin, cause, or cost Under no obligation to do so, we spent hours diagnosing the problem for free Our finding was the same as a subsequent dealer diagnosis: no power to the fan module No further diagnosis has been made to date.To address this matter is point-by-point: "gave a better price..." We were the only shop to offer any estimate [redacted] ' vehicle was being held at a storage facility, accumulating charges daily, with no hope of recovering those charges because the vehicle had no insurance at the time of the accident Having repaired her cars previously, our shop was selected by [redacted] based solely on familiarity When the car arrived via flatbed, it was immediately apparent that the damages were massive -- the frame, cooling, suspension, and sheet metal all sustained heavy damage -- and that there was no telling what the final repair cost might be We agreed to do a light disassembly in the parking lot to access what we could (as the vehicle wasn't drivable) and provide a preliminary estimate based solely on what was visible That initial amount came to about $17,000, which was presented exactly as described, i.eas a preliminary estimate, and it was made clear that throughout the course of the repair, we were certain to uncover additional damages [redacted] indicated that she fully understood, and put us in touch with her credit union who began making small payments as we moved forward"...offer a loaner car..." Never promised or offered [redacted] was aware that we, from time to time, have a single loaner car available for short-term instances, and that it may be available for one or two days at a time -- once several mechanical issues with the loaner were sorted out However, those minor issues turned out to be major, and we opted to not repair the car There was never a hint of a promise that we would provide the loaner, especially for the multiple weeks that would be required to repair her *** This was apparent as she immediately opted to rent a car on her own Of course, we never billed or attempted to bill for a loaner car either"...kept raising the price..." As with most any collision repair, not all damages are visible on initial inspection As repairs progressed, [redacted] was kept fully up to date with what we were finding and what additional expenses would be needed to continue with the repairs On two occasions throughout the process, we invited her to visit so we could show her what was found, which she did do At those points, we presented and discussed the damages that had been uncovered at the respective times Each time, we sat down in the office afterward and discussed the additional charges and how we could keep them to a minimum [redacted] fully understood these charges and agreed to move forward (with signatures)The revised estimates were then forwarded to her credit union It was at this point that the trouble began; the credit union had apparently only agreed to provide funding for the preliminary amount and, since they couldn't be bothered to take any interest in what was actually required to complete the repairs, they refused to extend [redacted] additional credit"...did not repair back to original state..." We repaired everything we billed for, at [redacted] ' authorization There were no repairs billed for but not completed Further, there were two specific repairs that [redacted] agreed to postpone, as the repairs had incurred enough costs up to that point, and further repairs couldn't be afforded The cracked windshield was never repaired (or billed for); neither was the state inspection These items were discussed at length long before [redacted] ever took delivery of her vehicle"...major issues with wiring and air conditioning..." Issue occurred long after delivery, and the cause is unknown At the time of delivery, all vehicle functions were working as they should, and [redacted] signed paperwork acknowledging every repair that had been done, and that she was taking delivery in "as-is" condition Prior to delivery, the [redacted] dealer performed a complete multi-point inspection to ensure the vehicle was in complete working order Months later, [redacted] reported her a/c as inoperable Although we were under no obligation to do so, we spent over hours diagnosing the a/c issue It was ultimately determined to be a bad signal to the fan module, which was further verified by the dealer What was causing that bad signal has, at this time, still not been determined by anyone To diagnose further would require [redacted] ' understanding that if the root cause is found to be something unrelated to our repairs, which is likely, she would be responsible for the expense Unfortunately, we are not privy to all information pertaining to the vehicle's repair history or who has worked on the car over its lifetime, and cannot guarantee someone else's work"everything passed inspection at the dealer wasn't true..." Everything did pass [redacted] is either confused or got bad information; we have complete documentation showing each inspected point and notations as pass Subsequent discussions with the [redacted] service manager confirms this Perhaps it didn't pass their inspection when she took the car to the dealer months later, but it did when we did, and we provided copies of all paperwork for [redacted] that indicated as such We provided a complete invoice for every repair that we performed, and charged for those repairs and those repairs only Every repair was authorized by [redacted] before it was done Further, we went to great lengths to control the costs of the repairs Out of the total of $27,000, about $were (un-marked-up) dealer-related engine and electronic repairs paid by us to the [redacted] dealer If we had charged the full labor rate and not passed on any discounts, the total would have easily exceeded $40, Perhaps her complaint should be with the credit union that backed out of their initial agreement? Lastly, we are not excited about doing free work for [redacted] due to a number of major business disruptions she caused while we were waiting payment for our services Ultimately, we waived over $of storage fees and other charges to help her get her car back, but we were treated with tremendous disrespect While we strive to satisfy every customer, we don't feel that should come at the cost of our dignity and integrityWe have done so much more than what can reasonably be expected of us (or ANY business), and feel we must draw the line somewhere Of course, we remain steadfast behind our work, and will continue to do so But we must refuse to be bullied into providing additional rebates, refunds, or repairs for unjust reasons...Please feel free to contact me for additional details.Ed H [redacted]

Philadelphia Auto Body has earned a reputation for outstanding service coupled with the highest quality repairs. We go to great lengths to ensure that every customer and their vehicles are treated like gold, and routinely put other business concerns, such as
profit and turnaround time second to ensuring satisfied customers. Of course, we are not entirely beyond reproach, but the extent to which we routinely go to resolve disputes or conflict only solidifies our integrity. With that clear, it unfortunately appears we have one customer who is perhaps trying to recoup losses through dubious tactics. The main point is this: *** *** was driving her *** uninsured when she crashed and caused very heavy damage to it. The vehicle was financed, so, she felt like she had to fix the car rather than junk it. Since she was borrowing funds to pay for the repairs, she was adamant that we fix the car as cheaply as possible. Due to the far-extending damages, we initially explained that the true extent of the damage (and cost to repair) would be impossible to calculate until work was underway. With heavy discounts applied, the preliminary estimate was about $17,and upon *** ***' authorization, repairs began 7/1/14. As repairs progressed, *** *** approved every and all additional costs as they arose -- including dealer-only repairs, which comprised about $of the final $27,bill. When her credit supplier refused to extend credit beyond the original $17,000, *** *** requested that we release the vehicle to her with the bill unpaid. We were unable to accommodate that request, but we applied every possible discount to the repair, deducted repairs not yet completed, and waived nearly $of accumulated storage fees. Months later, when *** *** secured the funds to settle the bill, she signed documentation acknowledging that she was taking delivery of the car in "as-is" condition and that no further repairs would be done. The car left 3/10/15. Two months after taking delivery, her car developed an electrical problem of unknown origin, cause, or cost. Under no obligation to do so, we spent hours diagnosing the problem for free. Our finding was the same as a subsequent dealer diagnosis: no power to the fan module. No further diagnosis has been made to date.To address this matter is point-by-point: "gave a better price..." We were the only shop to offer any estimate. *** ***' vehicle was being held at a storage facility, accumulating charges daily, with no hope of recovering those charges because the vehicle had no insurance at the time of the accident. Having repaired her cars previously, our shop was selected by *** *** based solely on familiarity. When the car arrived via flatbed, it was immediately apparent that the damages were massive -- the frame, cooling, suspension, and sheet metal all sustained heavy damage -- and that there was no telling what the final repair cost might be. We agreed to do a light disassembly in the parking lot to access what we could (as the vehicle wasn't drivable) and provide a preliminary estimate based solely on what was visible. That initial amount came to about $17,000, which was presented exactly as described, i.eas a preliminary estimate, and it was made clear that throughout the course of the repair, we were certain to uncover additional damages. *** *** indicated that she fully understood, and put us in touch with her credit union who began making small payments as we moved forward. "...offer a loaner car..." Never promised or offered. *** *** was aware that we, from time to time, have a single loaner car available for short-term instances, and that it may be available for one or two days at a time -- once several mechanical issues with the loaner were sorted out. However, those minor issues turned out to be major, and we opted to not repair the car. There was never a hint of a promise that we would provide the loaner, especially for the multiple weeks that would be required to repair her ***. This was apparent as she immediately opted to rent a car on her own. Of course, we never billed or attempted to bill for a loaner car either. "...kept raising the price..." As with most any collision repair, not all damages are visible on initial inspection. As repairs progressed, *** *** was kept fully up to date with what we were finding and what additional expenses would be needed to continue with the repairs. On two occasions throughout the process, we invited her to visit so we could show her what was found, which she did do. At those points, we presented and discussed the damages that had been uncovered at the respective times. Each time, we sat down in the office afterward and discussed the additional charges and how we could keep them to a minimum*** *** fully understood these charges and agreed to move forward (with signatures). The revised estimates were then forwarded to her credit union. It was at this point that the trouble began; the credit union had apparently only agreed to provide funding for the preliminary amount and, since they couldn't be bothered to take any interest in what was actually required to complete the repairs, they refused to extend *** *** additional credit. "...did not repair back to original state..." We repaired everything we billed for, at *** ***' authorization. There were no repairs billed for but not completed. Further, there were two specific repairs that *** *** agreed to postpone, as the repairs had incurred enough costs up to that point, and further repairs couldn't be afforded. The cracked windshield was never repaired (or billed for); neither was the state inspection. These items were discussed at length long before *** *** ever took delivery of her vehicle. "...major issues with wiring and air conditioning..." Issue occurred long after delivery, and the cause is unknown. At the time of delivery, all vehicle functions were working as they should, and *** *** signed paperwork acknowledging every repair that had been done, and that she was taking delivery in "as-is" condition. Prior to delivery, the *** dealer performed a complete multi-point inspection to ensure the vehicle was in complete working order. Months later, *** *** reported her a/c as inoperable. Although we were under no obligation to do so, we spent over hours diagnosing the a/c issue. It was ultimately determined to be a bad signal to the fan module, which was further verified by the dealer. What was causing that bad signal has, at this time, still not been determined by anyone. To diagnose further would require *** ***' understanding that if the root cause is found to be something unrelated to our repairs, which is likely, she would be responsible for the expense. Unfortunately, we are not privy to all information pertaining to the vehicle's repair history or who has worked on the car over its lifetime, and cannot guarantee someone else's work. "everything passed inspection at the dealer wasn't true..." Everything did pass. *** *** is either confused or got bad information; we have complete documentation showing each inspected point and notations as pass. Subsequent discussions with the *** service manager confirms this. Perhaps it didn't pass their inspection when she took the car to the dealer months later, but it did when we did, and we provided copies of all paperwork for *** *** that indicated as such. We provided a complete invoice for every repair that we performed, and charged for those repairs and those repairs only. Every repair was authorized by *** *** before it was done. Further, we went to great lengths to control the costs of the repairs. Out of the total of $27,000, about $were (un-marked-up) dealer-related engine and electronic repairs paid by us to the *** dealer. If we had charged the full labor rate and not passed on any discounts, the total would have easily exceeded $40,000. Perhaps her complaint should be with the credit union that backed out of their initial agreement? Lastly, we are not excited about doing free work for *** *** due to a number of major business disruptions she caused while we were waiting payment for our services. Ultimately, we waived over $of storage fees and other charges to help her get her car back, but we were treated with tremendous disrespect. While we strive to satisfy every customer, we don't feel that should come at the cost of our dignity and integrity. We have done so much more than what can reasonably be expected of us (or ANY business), and feel we must draw the line somewhere. Of course, we remain steadfast behind our work, and will continue to do so. But we must refuse to be bullied into providing additional rebates, refunds, or repairs for unjust reasons...Please feel free to contact me for additional detailsEd H***

Philadelphia Auto Body has earned a reputation for outstanding service coupled with the highest quality repairs.  We go to great lengths to ensure that every customer and their vehicles are treated like gold, and routinely put other business concerns, such as profit and turnaround time...

second to ensuring satisfied customers.  Of course, we are not entirely beyond reproach, but the extent to which we routinely go to resolve disputes or conflict only solidifies our integrity.  With that clear, it unfortunately appears we have one customer who is perhaps trying to recoup losses through dubious tactics. The main point is this:  [redacted] was driving her 2012 [redacted] uninsured when she crashed and caused very heavy damage to it.  The vehicle was financed, so, she felt like she had to fix the car rather than junk it.  Since she was borrowing funds to pay for the repairs, she was adamant that we fix the car as cheaply as possible.  Due to the far-extending damages, we initially explained that the true extent of the damage (and cost to repair) would be impossible to calculate until work was underway.  With heavy discounts applied, the preliminary estimate was about $17,000 and upon [redacted]' authorization, repairs began 7/1/14. As repairs progressed, [redacted] approved every and all additional costs as they arose -- including dealer-only repairs, which comprised about $5000 of the final $27,000 bill.  When her credit supplier refused to extend credit beyond the original $17,000, [redacted] requested that we release the vehicle to her with the bill unpaid.  We were unable to accommodate that request, but we applied every possible discount to the repair, deducted repairs not yet completed, and waived nearly $5000 of accumulated storage fees.  Months later, when [redacted] secured the funds to settle the bill, she signed documentation acknowledging that she was taking delivery of the car in "as-is" condition and that no further repairs would be done.  The car left 3/10/15. Two months after taking delivery, her car developed an electrical problem of unknown origin, cause, or cost.  Under no obligation to do so, we spent 2 hours diagnosing the problem for free.  Our finding was the same as a subsequent dealer diagnosis:  no power to the fan module.  No further diagnosis has been made to date.To address this matter is point-by-point: "... gave a better price..."   We were the only shop to offer any estimate.  [redacted]' vehicle was being held at a storage facility, accumulating charges daily, with no hope of recovering those charges because the vehicle had no insurance at the time of the accident.  Having repaired her cars previously, our shop was selected by [redacted] based solely on familiarity.  When the car arrived via flatbed, it was immediately apparent that the damages were massive -- the frame, cooling, suspension, and sheet metal all sustained heavy damage -- and that there was no telling what the final repair cost might be.  We agreed to do a light disassembly in the parking lot to access what we could (as the vehicle wasn't drivable) and provide a preliminary estimate based solely on what was visible.  That initial amount came to about $17,000, which was presented exactly as described, i.e. as a preliminary estimate, and it was made clear that throughout the course of the repair, we were certain to uncover additional damages.  [redacted] indicated that she fully understood, and put us in touch with her credit union who began making small payments as we moved forward. "...offer a loaner car..."  Never promised or offered.  [redacted] was aware that we, from time to time, have a single loaner car available for short-term instances, and that it may be available for one or two days at a time -- once several mechanical issues with the loaner were sorted out.  However, those minor issues turned out to be major, and we opted to not repair the car.  There was never a hint of a promise that we would provide the loaner, especially for the multiple weeks that would be required to repair her [redacted].  This was apparent as she immediately opted to rent a car on her own.  Of course, we never billed or attempted to bill for a loaner car either. "...kept raising the price..."  As with most any collision repair, not all damages are visible on initial inspection.  As repairs progressed, [redacted] was kept fully up to date with what we were finding and what additional expenses would be needed to continue with the repairs.  On two occasions throughout the process, we invited her to visit so we could show her what was found, which she did do.  At those points, we presented and discussed the damages that had been uncovered at the respective times.  Each time, we sat down in the office afterward and discussed the additional charges and how we could keep them to a minimum. [redacted] fully understood these charges and agreed to move forward (with signatures). The revised estimates were then forwarded to her credit union.  It was at this point that the trouble began; the credit union had apparently only agreed to provide funding for the preliminary amount and, since they couldn't be bothered to take any interest in what was actually required to complete the repairs, they refused to extend [redacted] additional credit. "...did not repair back to original state..."  We repaired everything we billed for, at [redacted]' authorization.  There were no repairs billed for but not completed.  Further, there were two specific repairs that [redacted] agreed to postpone, as the repairs had incurred enough costs up to that point, and further repairs couldn't be afforded.  The cracked windshield was never repaired (or billed for); neither was the state inspection.  These items were discussed at length long before [redacted] ever took delivery of her vehicle. "...major issues with wiring and air conditioning..."  Issue occurred long after delivery, and the cause is unknown.  At the time of delivery, all vehicle functions were working as they should, and [redacted] signed paperwork acknowledging every repair that had been done, and that she was taking delivery in "as-is" condition.  Prior to delivery, the [redacted] dealer performed a complete multi-point inspection to ensure the vehicle was in complete working order.  Months later, [redacted] reported her a/c as inoperable.  Although we were under no obligation to do so, we spent over 2 hours diagnosing the a/c issue.  It was ultimately determined to be a bad signal to the fan module, which was further verified by the dealer.  What was causing that bad signal has, at this time, still not been determined by anyone.  To diagnose further would require [redacted]' understanding that if the root cause is found to be something unrelated to our repairs, which is likely, she would be responsible for the expense.  Unfortunately, we are not privy to all information pertaining to the vehicle's repair history or who has worked on the car over its lifetime, and cannot guarantee someone else's work. "... everything passed inspection at the dealer wasn't true..."  Everything did pass.  [redacted] is either confused or got bad information; we have complete documentation showing each inspected point and notations as pass.  Subsequent discussions with the [redacted] service manager confirms this.  Perhaps it didn't pass their inspection when she took the car to the dealer months later, but it did when we did, and we provided copies of all paperwork for [redacted] that indicated as such.  We provided a complete invoice for every repair that we performed, and charged for those repairs and those repairs only.  Every repair was authorized by [redacted] before it was done.  Further, we went to great lengths to control the costs of the repairs.  Out of the total of $27,000, about $5000 were (un-marked-up) dealer-related engine and electronic repairs paid by us to the [redacted] dealer.  If we had charged the full labor rate and not passed on any discounts, the total would have easily exceeded $40,000.   Perhaps her complaint should be with the credit union that backed out of their initial agreement? Lastly, we are not excited about doing free work for [redacted] due to a number of major business disruptions she caused while we were waiting payment for our services.  Ultimately, we waived over $4000 of storage fees and other charges to help her get her car back, but we were treated with tremendous disrespect.  While we strive to satisfy every customer, we don't feel that should come at the cost of our dignity and integrity. We have done so much more than what can reasonably be expected of us (or ANY business), and feel we must draw the line somewhere.  Of course, we remain steadfast behind our work, and will continue to do so.  But we must refuse to be bullied into providing additional rebates, refunds, or repairs for unjust reasons...Please feel free to contact me for additional details.Ed H[redacted]