Premier Coach Works Auto & RV Body Shop

I have communicated via email with this customerThe customer has acknowledged that she has a deductible, she confirmed that the amount is $250, she was never told that the bill had been paid in full by her insurance companyI am not sure what the issue is or why the customer thinks we should "eat" her deductible amountThe matter has been forwarded to a collection agency, we will not be responding any further

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The e mail sent by *** is the first time anyone has contacted me from coach works The son kody had my work number and extension, he contacted me on two occasions to tell me my car was ready When I picked up my car, I was given an invoice with a zero balance and was told by him paid in full when asked how much did I owe Apparently he forgot that conversation My daughteer is in the US NAvy at ** *** **, she has not been home since Thanksgiving, you nor anyone else from coach works has spoken to her, your employees are lying to you to cover their errorIn addition, I am not home during the day, I work and have called id with voice mail, no messages were left Why didn't you send a letter via ***? I was told to pay by the end of August or you would put this on my crdit report, That is a threat Your son Kody made the error, he should be responsible
*** ***-***

Ms. [redacted] has a $250 deductible. Ms. [redacted]'s vehicle was returned to her by mistake without our company collecting her deductible at the time that the vehicle was delivered to her. Ms. [redacted] was contacted within 1 week of delivery to inform her that her insurance company paid her claim less her $250...

deductible. Ms [redacted] would never respond to our telephone calls. Finally, we emailed Ms. [redacted] this week and she did respond, she did agree that she had a $250 deductible but she feels we should "eat it" because we waited to contact her. I explained to Ms. [redacted] that we needed to collect the balance due on her repairs, the balance due was reflected on her final invoice. Ms [redacted] authorized us to repair her vehicle for the total amount due.

I have communicated via email with this customer. The customer has acknowledged that she has a deductible, she confirmed that the amount is $250, she was never told that the bill had been paid in full by her insurance company. I am not sure what the issue is or why the customer thinks we should "eat" her deductible amount. The matter has been forwarded to a collection agency, we will not be responding any further.

I have communicated via email with this customer. The customer has acknowledged that she has a deductible, she confirmed that the amount is $250, she was never told that the bill had been paid in full by her insurance company. I am not sure what the issue is or why the customer thinks we should "eat" her deductible amount. The matter has been forwarded to a collection agency, we will not be responding any further.

Ms. [redacted] has a $250 deductible. Ms. [redacted]'s vehicle was returned to her by mistake without our company collecting her deductible at the time that the vehicle was delivered to her. Ms. [redacted] was contacted within 1 week of delivery to inform her that her insurance company paid her claim less her $250...

deductible. Ms [redacted] would never respond to our telephone calls. Finally, we emailed Ms. [redacted] this week and she did respond, she did agree that she had a $250 deductible but she feels we should "eat it" because we waited to contact her. I explained to Ms. [redacted] that we needed to collect the balance due on her repairs, the balance due was reflected on her final invoice. Ms [redacted] authorized us to repair her vehicle for the total amount due.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The e mail sent by [redacted] is the first time anyone has contacted me from coach works.  The son kody had my work number and extension, he contacted me on two occasions to tell me my car was ready.  When I picked up my car, I was given an invoice with a zero balance and was told by him  paid in full when asked how much did I owe.  Apparently he forgot that conversation.  My daughteer is in the US NAvy at [redacted], she has not been home since Thanksgiving, you nor anyone else from coach works has spoken to her, your employees are lying to you to cover their error. In addition, I am not home during the day, I work and have called id with voice mail, no messages were left.  Why didn't you send a letter via [redacted]?  I was told to pay  by the end of August or you would put this on my crdit report, That is a threat.  Your son Kody made the error, he should be responsible.  

[redacted]

In response to the above referenced  complaint, we do offer lifetime workmanship warranties to all of our customer's. Mrs. [redacted] should have been provided a written copy of the warranty. Since receiving this complaint, I have spoken to Mrs. [redacted] and relayed this information to her. We...

have not been contacted by Mrs. [redacted] regarding any repair issue since she picked up her vehicle. During our last telephone conversation, Mrs. [redacted] did indicate that she felt the fender was "falling off". I instructed Mrs. [redacted] to have the vehicle inspected at a shop of her choice (she has moved since we repaired her vehicle) and let me know the outcome of the inspection. If there is an issue with the workmanship, we would stand behind the repair 100%

 

The reason there was 5 supplements, is the fact that Mrs. [redacted]'s insurance company originally only approved for the replacement of non-original aftermarket parts. Mrs. [redacted] was not happy with the fit or the quality of the parts, so we had to call the insurance company back out to approve the replacement of the parts with original manufacturer parts.

 

Mrs. [redacted] paid the final outstanding balance on the repair of $469.82, part of which was paid with a "Customer Rewards Card" that we provided to Mrs. [redacted] in the amount of $250.00 when she picked up the vehicle. We billed her insurance company for that final amount. We indicated to Mrs. [redacted] that if the insurance company sent us the payment instead of her, we would refund to Mrs. [redacted] whatever overpayments we received. Mrs. [redacted]'s insurance company sent us a check for $264.00, which we in turn refunded to Mrs. [redacted]. Mrs. [redacted] has confirmed that her insurance received our final bill, but they did not explain why they did not pay the full amount to us. Mrs. [redacted] feels we should reimburse her the $205.82 difference. I have explained to her that she needs to collect that money from her insurance company .
I have

included an email chain from earlier in

the week

for your review as well. Please let

me know if I can provide

any additional

information regarding the customer's  concerns.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am not satisfied with the comments that Premier Coach Works stated. I was not offered warranty information at ANY time, the assistant owner (at the time), [redacted] told us there was NO warranty and that is why they had to continue replacing parts that they already repaired.  I am also not happy with the customer service and the fact that we are not getting reimbursed the $205.85.I believe that Premier Coach Works should be responsible for the difference. I have been in contact with [redacted] (her contact information is below) and the last two attached documents are from the [redacted] insurance company in this email. They stated that Premier only requested a difference of $264.00 for the final supplement, not the $469.85 that we were required to pay. Yes, we did pay $250.00 from a gift card that they gave us, but this was a gift card that was given to us the very first time because the work was "not to their standards". Now this is getting thrown back at us. It shouldn't [redacted]er how we paid for the repairs, it should [redacted]er how we get reimbursed.

I feel like the customer service (or the lack there of), is not to par. As mentioned numerous times previously, I am very unhappy with their "quality" of work. Since my last conversation with [redacted] from Premier, I have had my vehicle evaluated by a local company; they did state that the fender is not properly placed and he believed that they did not accurately complete the rail sway. We do plan on selling the [redacted] that has been "repaired", however the amount of damage on the front end is reducing the overall selling price. I just feel like this whole process has been outrageous. It took an extended time to "complete" the vehicle, however when I take it elsewhere they state that it is NOT completed. I have taken the paperwork I do have (without warranties, because I was told there was none) and they tell me that it is not completed correctly; which is frustrating. We are loosing money because of this accident in more ways then one.

To shorten this up, I would like to be provided with warranties for the work that was completed and the remaining $205.85  that we paid out of pocket for. You both are more than welcome to contact the insurance company; again I have provided her information below. She admitted to hearing that one of Premier's employees stated that he talked with [redacted] (their assistant owner at the time), and [redacted] approved the $205.85. Now, we are being told that the $205.85 is not being reimbursed to us.

I have attached all the documents from Premier and [redacted] regarding this [redacted]er; I have receipts that we paid the $469.85 (if needed).  

[redacted] Insurance Company [redacted] x[redacted]Claims Dept. / Senior Claims Billingual Rep.[redacted] Columbus Ohio 43219/ [redacted].com  

Thank you for your time, [redacted]. I appreciate it and hope to get this issue resolved.

 

Regards,

We thank you for your response, as we would like to come to a resolution.  The amount of the supplement of $469.85, is the responsibility of [redacted] Insurance Company and therefore, payable from them to Ms. [redacted].  In an effort to find out why [redacted] has not yet paid the difference on this claim, we have attempted to reach out to [redacted] on several occasions with no response back from her.

All of our customers are provided with a warranty upon completion of the repairs to their vehicle.  I have attached a copy of the warranty document for Ms. [redacted], for your convenience.

We would like to ask once again, to be provided with documentation of the findings and the contact information for the shop in which Ms. [redacted] had her vehicle inspected after our repair was compete.  Upon receipt of the documents, we will be happy to review their findings.

Please let us know if there are any additional questions or concerns while we await the requested documentation.

Again, we look forward to a resolve and we thank you for your time,

Review: I was in a minor fender bender in September 2013. Days later I was approved through the insurance company of the other driver. We went initially to a [redacted] dealership and they stated that they did not completed body work; however they recommended that I went to Premier Coach Works for my body work because they were "quick and guaranteed their work". There has been way too many problems with this body shop. I would NOT recommend it to anyone that is looking for a repair. They do not warranty their work, they do not call you back like they say, they do not post pictures online like they guarantee... It is a complete joke. When we were in there the most recent time, they was 3 other sets of individuals that were complaining in the 15 minutes we were there. Currently, Premier Coach Works has admitted to withholding an additional $215.82 from me. I have a phone call that was recorded with [redacted] insurance company to prove it. When I contacted Premier today (after not receiving the check after 3 weeks), they stated they had no idea what I was talking about and that person that I communicated with was fired. I just would like some discipline for their actions. Not only did this happen, the project is still not completed correctly. I feel like they stretched the entire process out so they continued to make money for having it in their shop. It took a total of 5 supplements (on top of the initial evaluation and 6 months later) to get it completed and it is STILL not right. I would like my money back that we "HAD" to pay in order to get my car out of the shop. It also appears that they may have forged a document for the final supplement regarding the amount they owe me.Desired Settlement: Negative reviews and possibly termination of the business for lack of ethical collection practices, their failure to provide great customer service and failure to comply with their warranties.

Business

Response:

In response to the above referenced complaint, we do offer lifetime workmanship warranties to all of our customer's. Mrs. [redacted] should have been provided a written copy of the warranty. Since receiving this complaint, I have spoken to Mrs. [redacted] and relayed this information to her. We have not been contacted by Mrs. [redacted] regarding any repair issue since she picked up her vehicle. During our last telephone conversation, Mrs. [redacted] did indicate that she felt the fender was "falling off". I instructed Mrs. [redacted] to have the vehicle inspected at a shop of her choice (she has moved since we repaired her vehicle) and let me know the outcome of the inspection. If there is an issue with the workmanship, we would stand behind the repair 100%

Review: MY CAR WES REPAIRED BY PREMIERE COACH WORKS ON MARCH 10TH. I SIGNED A ZERO OWING BALANCE INVOICE.

TODAY, AFTER 5 MONTHS EXACTLY, PREMIERE COACH WORKS CLAIMS I OWE THEM 500.00, THEN AFTER E MAILS BACK AND FORTH, THEY SAID I OWE 250.00 AND HAVE PROMISED OT SEND MY ACCOUNT TO COLLECTIONS.

MY INVOICE SAYS ZERO OWED.Desired Settlement: ZERO BALANCE AND NOTHING REFLECTED ON MY CREDIT REPORT.

Business

Response:

Ms. [redacted] has a $250 deductible. Ms. [redacted]'s vehicle was returned to her by mistake without our company collecting her deductible at the time that the vehicle was delivered to her. Ms. [redacted] was contacted within 1 week of delivery to inform her that her insurance company paid her claim less her $250 deductible. Ms [redacted] would never respond to our telephone calls. Finally, we emailed Ms. [redacted] this week and she did respond, she did agree that she had a $250 deductible but she feels we should "eat it" because we waited to contact her. I explained to Ms. [redacted] that we needed to collect the balance due on her repairs, the balance due was reflected on her final invoice. Ms [redacted] authorized us to repair her vehicle for the total amount due.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The e mail sent by [redacted] is the first time anyone has contacted me from coach works. The son kody had my work number and extension, he contacted me on two occasions to tell me my car was ready. When I picked up my car, I was given an invoice with a zero balance and was told by him paid in full when asked how much did I owe. Apparently he forgot that conversation. My daughteer is in the US NAvy at [redacted], she has not been home since Thanksgiving, you nor anyone else from coach works has spoken to her, your employees are lying to you to cover their error. In addition, I am not home during the day, I work and have called id with voice mail, no messages were left. Why didn't you send a letter via [redacted]? I was told to pay by the end of August or you would put this on my crdit report, That is a threat. Your son Kody made the error, he should be responsible.

[redacted]

Business

Response:

I have communicated via email with this customer. The customer has acknowledged that she has a deductible, she confirmed that the amount is $250, she was never told that the bill had been paid in full by her insurance company. I am not sure what the issue is or why the customer thinks we should "eat" her deductible amount. The matter has been forwarded to a collection agency, we will not be responding any further.