Complaint: [redacted]
I am rejecting this response because: After your continued insults and unprofessionalism, I took the vehicle back to the insurance company and they agreed with me that your product was faulty. You laid your bondo product too thick, which caused the crack to occur from such a minor dent. You're 65 Mr. [redacted]...so you clearly had time to learn how to properly speak to a customer. My complaint has not changed, as you continue to insult me to "get over it and "don't want to hear any of my other voices"". Your customer service needs improvement. You also never went over the repairs with me and where more than happy to wave me on my way. The work initially completed was clearly not done properly or the crack wouldn't have occurred. Anybody can be happy that their vehicle looks whole again. It's when we notice the imperfections once the corrections have been made; And notice they are not corrections at all.In the end, it's my opinion that matters, not one of my fiancé. My vehicle, my opinion. He agreed he saw a dent....I agree with the insurance company that you're work was faulty.
Regards,
[redacted]
Dear Ms. [redacted]: [redacted] picked up her 2006 Mercury Mariner on 12/18/15. The total of this repair was $1617.13. Ms. [redacted] inspected the repairs and was satisfied with the work done. On Monday, 01 February 2016, her named fiancé, [redacted], brought the vehicle to my shop. Mr....
[redacted] said he needed me to look at it for warranty work. We went outside in the front of the office to look at the vehicle. I saw a crack in the bondo repairs and told him that it should not have happened and it would be taken care of; however, upon further inspection of the vehicle, [redacted] and I noticed a dent the size of a silver dollar in the left quarter panel that our shop previously repaired and painted. We also noticed damage on the left side of the rear bumper that we also had painted during the initial repairs. I told Mr. [redacted] and he AGREED that there was NEW damage from a NEW accident that was not present when [redacted] picked her vehicle up from having initial repairs completed. His response to me was “one of those 19 year olds must have run in to me at the jail where I work and did not tell me”! He also asked me if I would write him an estimate for repair cost. The estimate amount for these additional repairs was $554.29. Mr. [redacted] said that he would show Ms. [redacted] the additional damage and get back with me. Later (I’m not absolutely sure of date), Ms. [redacted] contacted me at Maaco. She said that “Maaco got her car finished earlier than she expected, so we must have done inferior work”. Please note that during the Christmas through the New Year holiday season my shop closes for 2 ½ days per week. All employees work 12 hour days to get cars repaired and back to customers as promptly as possible for the holidays. Work on Ms. [redacted]’ vehicle was no different than any other vehicle repaired at our shop for any other insurance company, ANY TIME. Then Ms. [redacted] went on to say that we must have used inferior products. Again, please note that the products we use come from the same suppliers as any other body shop or dealer in town. So, for her to say we used inferior products, again she is misinformed. She went on to say that someone must have dented her vehicle in the front of our shop before Mr. [redacted] and I could go outside to look at her vehicle in the first place. Again, this is absurd. There was a customer parked next to Mr. [redacted] when he arrived, and the same customer never started his vehicle or moved his vehicle and was still in the vehicle talking on his phone when Mr. [redacted] drove away. One other item I want to mention, was she mentioned the way I talked to her. I am 65 years old and I do not plan to change the way I talk to ANY customer ANY time just because one customer doesn’t like it! That is the way I talk to each and every customer…that is the way I am…that is just me…and I will NEVER change…”get over it”….if you don’t like someone trying to be nice to you then go somewhere else that will be rude to you! If the way I talk makes people insecure, I am sorry for that and I apologize if that’s what certain people require… I repeat I will NEVER change. I am too old to learn a different way to talk to MY customers, friends, family, and employees (which are grown men) alike. Get over it!! Ms. [redacted] also states that she talked “calmly” to me over the phone. If this is her version of a “calm voice”, then I don’t want to hear any of her “other voices”. Everything that I said to her, she would say that I was “wrong”. She also said that I “laughed” at her – wrong again. Ms. [redacted] also stated to me that she “meticulously” inspected the quarter panel and could see NO new damage. This is confusing to me as to why her fiancé asked me to write an estimate to repair the new damage. She insisted over and over again that there was no new damage to the vehicle. I told her to let her fiancé show her the damage when he gets home. In no way did I ever insinuate Ms. [redacted] to be, in her words “an incompetent woman who has no business speaking to men about automobile issues”. I told her “I’m sorry, sweetheart (or something similar), someone has run into your car again that we just repaired less than 2 months ago”. Ms. [redacted] did not want to hear this and in her “calm” voice began to tell me that I did not know what I was talking about” (maybe not in these exact words but close). Ms. [redacted] appears to be a person that does not like to hear the word “NO” or any difference of opinion. Ms. [redacted] was very rude and absolutely would not listen to anything that I had to say. Yes, I hung up the phone; however, I did not laugh at her or “belittle” her in any way. She quoted the “industry standard warranty” to the letter; however, she left out the part where additional collision damages are not covered under the initial damage warranty. We have the highest customer service ratings in the industry. We are very proud of this ranking and do everything in our power to maintain this status; however, it does not work all the time, as this letter states. In my opinion, which means nothing, someone knows how this damage happened and “will not” or “is afraid” to say the truth. At this time we are trying to correct this problem with insurance company involvement also. If you have any additional questions or comments, please feel free to contact me @ [redacted] M-F, 8:00 – 5:00. Sincerely, [redacted] Owner/Manager
Complaint: [redacted]
I am rejecting this response because: After your continued insults and unprofessionalism, I took the vehicle back to the insurance company and they agreed with me that your product was faulty. You laid your bondo product too thick, which caused the crack to occur from such a minor dent. You're 65 Mr. [redacted]...so you clearly had time to learn how to properly speak to a customer. My complaint has not changed, as you continue to insult me to "get over it and "don't want to hear any of my other voices"". Your customer service needs improvement. You also never went over the repairs with me and where more than happy to wave me on my way. The work initially completed was clearly not done properly or the crack wouldn't have occurred. Anybody can be happy that their vehicle looks whole again. It's when we notice the imperfections once the corrections have been made; And notice they are not corrections at all.In the end, it's my opinion that matters, not one of my fiancé. My vehicle, my opinion. He agreed he saw a dent....I agree with the insurance company that you're work was faulty.
Regards,
[redacted]
Dear Ms. [redacted]: [redacted] picked up her 2006 Mercury Mariner on 12/18/15. The total of this repair was $1617.13. Ms. [redacted] inspected the repairs and was satisfied with the work done. On Monday, 01 February 2016, her named fiancé, [redacted], brought the vehicle to my shop. Mr....
[redacted] said he needed me to look at it for warranty work. We went outside in the front of the office to look at the vehicle. I saw a crack in the bondo repairs and told him that it should not have happened and it would be taken care of; however, upon further inspection of the vehicle, [redacted] and I noticed a dent the size of a silver dollar in the left quarter panel that our shop previously repaired and painted. We also noticed damage on the left side of the rear bumper that we also had painted during the initial repairs. I told Mr. [redacted] and he AGREED that there was NEW damage from a NEW accident that was not present when [redacted] picked her vehicle up from having initial repairs completed. His response to me was “one of those 19 year olds must have run in to me at the jail where I work and did not tell me”! He also asked me if I would write him an estimate for repair cost. The estimate amount for these additional repairs was $554.29. Mr. [redacted] said that he would show Ms. [redacted] the additional damage and get back with me. Later (I’m not absolutely sure of date), Ms. [redacted] contacted me at Maaco. She said that “Maaco got her car finished earlier than she expected, so we must have done inferior work”. Please note that during the Christmas through the New Year holiday season my shop closes for 2 ½ days per week. All employees work 12 hour days to get cars repaired and back to customers as promptly as possible for the holidays. Work on Ms. [redacted]’ vehicle was no different than any other vehicle repaired at our shop for any other insurance company, ANY TIME. Then Ms. [redacted] went on to say that we must have used inferior products. Again, please note that the products we use come from the same suppliers as any other body shop or dealer in town. So, for her to say we used inferior products, again she is misinformed. She went on to say that someone must have dented her vehicle in the front of our shop before Mr. [redacted] and I could go outside to look at her vehicle in the first place. Again, this is absurd. There was a customer parked next to Mr. [redacted] when he arrived, and the same customer never started his vehicle or moved his vehicle and was still in the vehicle talking on his phone when Mr. [redacted] drove away. One other item I want to mention, was she mentioned the way I talked to her. I am 65 years old and I do not plan to change the way I talk to ANY customer ANY time just because one customer doesn’t like it! That is the way I talk to each and every customer…that is the way I am…that is just me…and I will NEVER change…”get over it”….if you don’t like someone trying to be nice to you then go somewhere else that will be rude to you! If the way I talk makes people insecure, I am sorry for that and I apologize if that’s what certain people require… I repeat I will NEVER change. I am too old to learn a different way to talk to MY customers, friends, family, and employees (which are grown men) alike. Get over it!! Ms. [redacted] also states that she talked “calmly” to me over the phone. If this is her version of a “calm voice”, then I don’t want to hear any of her “other voices”. Everything that I said to her, she would say that I was “wrong”. She also said that I “laughed” at her – wrong again. Ms. [redacted] also stated to me that she “meticulously” inspected the quarter panel and could see NO new damage. This is confusing to me as to why her fiancé asked me to write an estimate to repair the new damage. She insisted over and over again that there was no new damage to the vehicle. I told her to let her fiancé show her the damage when he gets home. In no way did I ever insinuate Ms. [redacted] to be, in her words “an incompetent woman who has no business speaking to men about automobile issues”. I told her “I’m sorry, sweetheart (or something similar), someone has run into your car again that we just repaired less than 2 months ago”. Ms. [redacted] did not want to hear this and in her “calm” voice began to tell me that I did not know what I was talking about” (maybe not in these exact words but close). Ms. [redacted] appears to be a person that does not like to hear the word “NO” or any difference of opinion. Ms. [redacted] was very rude and absolutely would not listen to anything that I had to say. Yes, I hung up the phone; however, I did not laugh at her or “belittle” her in any way. She quoted the “industry standard warranty” to the letter; however, she left out the part where additional collision damages are not covered under the initial damage warranty. We have the highest customer service ratings in the industry. We are very proud of this ranking and do everything in our power to maintain this status; however, it does not work all the time, as this letter states. In my opinion, which means nothing, someone knows how this damage happened and “will not” or “is afraid” to say the truth. At this time we are trying to correct this problem with insurance company involvement also. If you have any additional questions or comments, please feel free to contact me @ [redacted] M-F, 8:00 – 5:00. Sincerely, [redacted] Owner/Manager