I'm sorry for the tardy response but I've been ovt of town for several weeks and unfortunately have to leave again tonightThis case is emblematic of what happens In our Industry all too frequentlyPeople know that we do the most thorough job of damage analysis In the industry and some come only to have their claims settled at the most advantageous levelFrom the evidence it would appear on the surface at least, that this consumer simply used us to extract the maximum from the Insurance company and elected to have it patched back together elsewhere for his personal financial benefitThis may not have been the case but all evidence points to the contraryTo make matters even muddier, this gentleman signed a binding contract with us after we had completed negotiations with the Insurance company involved and had a revised estimate in handNot only had we secured Mr [redacted] 's written authorization to repair, but we had ordered the necessary parts, received those parts and were about to move forward in the repair process when he arbitrarily decided to rescind his authorizationWe had expended numerous valuable hours in negotiation, production of the required documents including parts sourcing and so onWe had, and have, a legal contract With Mr [redacted] and, had we chosen to behave in a "terrible, simply terrible" manner, we were certainly within our legal rights to proceed with the repair despite the customer's change of heartHowever, these situations demand a big-picture viewpoint and not doing so can create horrible relationships, so we took the high road and released the vehicle to himHis vehicle was towed in and was on our property for nearly two weeks, however, we only charged him for frve days at the California legal daily fee storage of $a day and not the legally applied daysNeither did we charge him for our actual time Investment, instead, opted for a simple one-hour $Administration FeeAlso in his favor, we successfully negotiated with our Ford dealer to waive the customary 15% restocking charge on the parts he effectively orderedThe subject fees for these eventualities are clearly posted In our lobby for an to see and he never once indicated that we were not repairing this vehicleAs I said, I'm headed out for two weeks, retuming on July 2.2nd, so if further interaction is required on this matter, I will hear from you then Sincerely, [redacted] CEO
I'm sorry for the tardy response but I've been ovt of town for several weeks and unfortunately have to leave again tonightThis case is emblematic of what happens In our Industry all too frequentlyPeople know that we do the most thorough job of damage analysis In the industry and some come only to have their claims settled at the most advantageous levelFrom the evidence it would appear on the surface at least, that this consumer simply used us to extract the maximum from the Insurance company and elected to have it patched back together elsewhere for his personal financial benefitThis may not have been the case but all evidence points to the contraryTo make matters even muddier, this gentleman signed a binding contract with us after we had completed negotiations with the Insurance company involved and had a revised estimate in handNot only had we secured Mr [redacted] 's written authorization to repair, but we had ordered the necessary parts, received those parts and were about to move forward in the repair process when he arbitrarily decided to rescind his authorizationWe had expended numerous valuable hours in negotiation, production of the required documents including parts sourcing and so onWe had, and have, a legal contract With Mr [redacted] and, had we chosen to behave in a "terrible, simply terrible" manner, we were certainly within our legal rights to proceed with the repair despite the customer's change of heartHowever, these situations demand a big-picture viewpoint and not doing so can create horrible relationships, so we took the high road and released the vehicle to himHis vehicle was towed in and was on our property for nearly two weeks, however, we only charged him for frve days at the California legal daily fee storage of $a day and not the legally applied daysNeither did we charge him for our actual time Investment, instead, opted for a simple one-hour $Administration FeeAlso in his favor, we successfully negotiated with our Ford dealer to waive the customary 15% restocking charge on the parts he effectively orderedThe subject fees for these eventualities are clearly posted In our lobby for an to see and he never once indicated that we were not repairing this vehicleAs I said, I'm headed out for two weeks, retuming on July 2.2nd, so if further interaction is required on this matter, I will hear from you then Sincerely, [redacted] CEO