Pineridge Apartments

Thank you for bringing this matter to our attentionBaugh Auto Body strives to treat every customer like a member of our own familyAs such, we take any repair concerns seriouslyIt is a company practice here to take the time to address any repair concerns with our customers and to review with
the owner as necessaryIn this particular case, Baugh Auto Body has taken the time on several occasions to address *** ***' concernsBelow is a detailed timeline of events stating our postion with this complaint
1) 12/23/13- Car brought in for repairs, inspected by our quality control dept., and delivered to *** *** on 1/28/
2) *** *** called in February to say the repairs from 12/23/were unsatisfactoryShe advised that the rear bumper was cracked, the trunk lid was not adjusted and the rear bumper was not aligned properlyThese concerns were addressed, and *** *** inspected the vehicle with *** *** and took delivery on 2/25/
3) *** *** received several emails from *** *** beginning 7/25/*** *** advised she still had some concerns about the repairs that were completed back on 1/28/and then re-inspected on 2/25/Photos of the rear end of the vehicle were emailed to *** ***In revieiwng the photos, it is *** ***'s position that the vehicle had been repaired/damaged since the repairs were inspected on 2//25/
However, *** *** agreed, once again, to review *** ***' concerns in person.He set up an agreed upon time with her for 7/28/to re-review the repairs and drop off the vehicle to correct her issues*** *** missed the appointment on this day and emailed later that day to reschedule*** *** rescheduled a repair appointment with *** *** on 7/30/A rental reservation was made at *** and a rental vehicle was made available for *** *** that dayWhen she arrived, *** *** refused to sign our neccesary paperwork authorizing us to inspect the vehicleShe was rude, uncooperative and abusive** *** also did not cooperate with the rental representativeShe refused to pay for any gas in the rental or sign any necessary rental documents
4) *** *** was not given the chance to physically inspect the vehicle on 7/30/He then took the position from reviewing *** ***' emailed photos that her problems were not caused by Baugh Auto BodyHe advised her of this via email on 7/30/
5) In researching the history to this vehicle, it was discovered that this vehicle was reported stolen on 5/5/The Car Fax report notating this is attached to this file
6) Furthermore, it was discovered that *** *** received monetary compensation from *** in the amount of $on 6/27/for unrelated prior damage to the rear end of the vehicleThe estimate addresses the sames issues *** *** brought to our attention on 7/25/14, and again on 7/30/when we made an appointment for her
Therefore, it is Baugh auto Body's position that:
1) The vehicle concerns *** *** brought to our attention on 7/25/were not caused by Baugh Auto Body
2) *** *** rendered Baugh Auto Body incapable of assisting her due to the abusive, uncooperative treatment we received at her appointment on 7/30/
3) *** *** has been monetarily compensated for her concerns with the rear end of the vehicle from Progressive
4) The Car Fax history report lists the vehicle as stolen on 5/5/14- any damage caused by this loss is unknown
Baugh Auto Body truly appreciates all of our customers and regrets that *** *** is unhappy with our services

In response to the complaint filed by [redacted] against Baugh Auto Body, we would first like to state that we appreciate all of our customers. We want the repair process to be as smooth...

and transparent as possible. Therefore, we have each customer sign an authorization stating our polices before beginning repairs. A copy of the authorization [redacted] signed is attached to this letter.
Our authorization states that Baugh Auto Body is not responsible for personal items left in vehicles. Therefore, we cannot accept responsibility for the mount [redacted] states was left in her vehicle before beginning repairs.   
Due to the nature of our business, we also state on this form that we cannot guarantee delivery dates of any vehicle. In this case, however, [redacted]’ vehicle was fixed in a timely manner in accordance with [redacted] guidelines. Originally, the seven day repair was projected to be completed ahead of schedule on Friday, November 1’st. [redacted] was called on Sunday, November 3’rd during [redacted] normal business hours of Saturday- Tuesday to explain repairs would be completed and the vehicle would be ready for pick up on Tuesday, November 5’th.
Our manager [redacted] spoke with [redacted] on Friday, November 8’th in [redacted] absence about her concerns with the GPS mount missing and the loose trunk trim. He confirmed an appointment for Saturday, November 9’th at 12 pm for [redacted] to meet with [redacted], the owner. [redacted] did make the 1 ½ hour drive in from his home that Saturday to speak with [redacted], however, [redacted] failed to arrive.
[redacted] spoke with [redacted] on Sunday, November 10’th- he advised that he would speak with technician to see if somehow the GPS mount fell below the rear seat when it was removed. He advised [redacted] that our repairs did not include a R&I (removal for labor and re-installation.) He offered, again, to have [redacted] come in and have [redacted] speak with her.
[redacted] did not make it in to our facility to have us address her concerns.
On November 19’th, a call to [redacted] from [redacted] prompted our [redacted] re-inspector  [redacted] to review her concerns. According to [redacted], she advised [redacted] that she could not confirm the trim had been removed nor that the GPS mount was in the vehicle during repairs. [redacted] did speak to [redacted] on the issue, and he offered, again, to meet with her directly to discuss her concerns.
In conclusion, [redacted] is more than happy to meet with [redacted] to address her concerns. It is our position that we are not responsible for personal items left in vehicles as stated in our authorization. In addition, our review of the repair estimate and speaking with the technician indicates that the trunk hatch trim was not removed during the repair process. Repairs to [redacted]’ vehicle were made to the right side of the vehicle, while the hatch trim is in the rear.
 [redacted] is willing to reimburse [redacted] for the GPS mount. He requests that she submit a receipt to him directly for the item. He can be reached directly at [redacted] or [redacted]
We thank [redacted] for her business and regret to see her dissatisfaction with our services.