Customer Information:*** *** *** *** *** *** ** *** *** *** *** Complaint ID of ***July 31, 2015To whom it may concern,Mr***’s Dodge truck was damaged by a flying 10’ X10” pop up canopyThe wind blew the canopy
over the passenger side of the vehicle hitting mainly the right front bumper, over the hood with the majority of the damage to the roof* is his insurance company and we are one of three guaranteed repair centers for themHe chose to use Car Crafters and we repaired his vehicle per the *** appraisal.Upon completion Mr*** came to pick up his vehicle and went straight to the headliner saying we damaged it(The actual damage is from his radar detector that clips on to his visor.)We contacted *** about his claim and from there it went all the way to the NM State manager, *** ***Mr*** agreed that it was certainly not part of this claim and the customer admitted he used a radar detectorTo help maintain high customer satisfaction as an insured, *** paid Mr*** $as an appearance allowance for the alleged damage.Car Crafters went above and beyond for Mr*** by repairing a dent in the bed of the truck and by polishing both sides of the truckMr*** claimed scratches on the Driver’s side of the truck as well, even though there was no damage as a result of the canopy lossThere were some additional scratches the customer claimed we did on the truck that appear to have been done by a large dogWe polished those as wellAll these additional items for freeBoth Car Crafters and *** have bent over backwards to help Mr*** in spite of him being extremely rude and using very offensive language, verbally assaulting both Car Crafters employees and the *** representatives.Mr*** has received more compensation than he ever deserved and the work that was done is of the finest quality and is guaranteedHowever, the additional compensation he seeks has already been paid by *** and Car Crafters will not pay for something that is not our responsibility.Sincerely,Jim G***President, Car Crafters, Inc. (505) 341-
Complaint: ***
I am rejecting this response because: This business is a joke So is the Revdex.com Thanks for nothing Albuquerque can continue to be ripped off by these star rated garages I could care less Good luck
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Dear Mr***,
As the director of operations for Car Crafters Collision Center I take all customer complaints very seriouslyI have been informed a bit about your vehicle and have half of the storyI would very much like to have a discussion with you to get the other half and to figure out
how we may be able to get your concerns addressedCar Crafters is dedicated to our customers and will do everything we can to rectify your situationsYou must know before hand that there are some things that we are not able to do based off of elements beyond our controlThose elements can be parts availability, parts quality, aging paint, and also the insurance company deciding what they will or will not pay forPlease email me back via this form, my email address ***, or you may call me on my cell phone ***
Thank you,
Sean G***
Car Crafters, Inc
Complaint: ***
I am rejecting this response because:This response is an inaccurate description of unresolved issueHowever, it does illustrate the dismissive and disingenuous treatment my unresolved alignment issues have received from CarCrafters since onset of problem in January Mr.G*** states the car was repeatedly brought back due to "consistant unhappiness of customer" for work "not related to accident" and "not a real but a percieved problem"This is falseFollowing my collision repairs the car was returned to me 1/17/18, returned to CarCrafters 1/18/due to front end alignment failure, I have records of CarCrafters alignment performed 1/18/16, returned to CarCrafters again for alignment failure with record of alignment performed 1/21/Following alignment CarCrafters drove the car across the street to *** *** and asked them to inspect stating I had complained that vehicle pulled right1)the complaint was that vehicle pulled left 2)the vehicle was not pulling left because CarCrafters had performed an alignment and it had not yet failed 3)*** *** was not asked to investigate repeated alignment failureOn 1/CarCrafters attempted to again return the car saying there was no problemI refused to take posession as they had not yet identified issue or fixed problem leading to repeat alignment failuresAt my insistence car was taken to *** *** for inspection, again alignment was not out at this time and CarCrafters asked for a multipoint inspection, not to diagnose repeat alignment failureWithin a few days of car being returned it had another alignment failureI took it in on 2/1/and spoke to Bobby B*** who told me the alignment had not gone out and that there was no problem with the carCarCrafters can produce no record of this visitI have been told by seperate CarCrafters employees that it is because the alignment was not corrected at this time that there is no record of the visit Mr.G*** is correct that I did bring the car in for a second collision repair, not because I trust them, but because I did not want to give them the opportunity to blame the unresolved alignment issues on somebody elseAlso, at this time CarCrafters had stopped honoring the repair warranty, was not taking my concerns seriously and was letting me drive a car with failed alignment and telling me there was no problemAt this time I asked CarCrafters to address ongoing issues in addition to new repairI have record of alignment performed 3/17/I have record of additional repairs to front end directly related to first collision 3/23/CarCrafters replaced R front strut mounting assembly and bearing and identified R strut plate crackedI have record of alignment performed 3/29/and of alignments performed 3/31/due to repeat alignment failureOn 4/1/again at my insistence CarCrafters took my car to *** ***They again requested inspection of car with complaint that car pulls left (they did not ask for diagnosis of repeat alignment failure) At this time *** *** found CarCrafters had improperly installed R front strut into knuckle and that the Left front inner tie rod jam nut was looseThese repairs were made and car was again returned.Within hours of car returned alignment again failedWhen Mr.G*** "test drove" the car on 4/11/the alignment was out and car was pulling to leftHe states that he did starts and stops with his hands off of wheel which is not trueHe was holding wheel the entire timeFurther, prior to becoming enraged he was warning occupants of vehicle that he would be making sudden stopsWhen he became upset he started driving to intimidate and slamming on brakes without warningAgain, he refused to stop despite protest for at least minutesWhen he did surrender vehicle and I drove I demonstrated consistent left pull at speeds under Of course, Mr.G*** in his effort to make the problem go away through dismissal stated the car was going left due to road crown, ruts in road, etcHe refused to admit the car was out of alignment.Following this experience I decided to go with another business for inspection of unresolved issue as I do not trust CarCrafters to resolveThey have already had triesWhen I made this statement Mr.G*** stated in front of Geico representative *** *** "Sometimes you get a customer so unreasonable that you have to fire the customerYou're fired!" Which constitutes a breech of repair warrantyTo say the documented problems are not real is disingenuousTo say they are unrelated to collision is not true as they started the first day the car was returned after repair and are related to front end suspension which was repair areaAt best, CarCrafters has not bothered to determine source of issue so can not truthfully say it is unrelated to collision repair.On 4/12/the day after MrG*** states the car was safe and in alignment the car was inspected by *** ***The car was out of alignment and the right front tie rod was looseI was further informed by *** *** that all of the nuts on suspension had been painted yellow by CarCrafters to rule out tampering in components coming looseThey found no sign of tampering and took pictures for meClearly CarCrafters was aware of suspension loosening enough to paint nuts to see if I was loosening them myself! The helpful folks at *** *** say that my car has an unusual problem and they are working to identify whyThere is a real, not imaginary problem with the car due to collision and subsequent repairsThere is a record of CarCrafters awareness and failure to address the issueI do not need help "coping with my feelings"I need help coping with a shady, dismissive, incompetent, bullying, warranty breaching scam artist like Jim G*** and his terrible business CarCrafters
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]I'm unable to complete (comply) with the request that Car Crafters has made due to the fact that I'm extremely illAs a result of this serious illness, I have no choice but to bow my head in defeat to the bigger company as I must make attending to my health and well-being my main priority and due to the severity of the illness has and will take longer than the days I've been given in which to seek an inspection from one of the two Toyota dealerships in my area and respond to Car Crafters and the Revdex.com after the inspection has been completed
To whom it may concern,The complaint as outlined does not contain the full story and the blame is being pointed in the wrong directionCar Crafters has no associtation with *** nor ***We supply them both with office space to work out of our locationsIn the case of Mr*** their Siena
van was brought to our Rio Rancho location for an appointment with ***The estimate was written by a *** representativeThe *** representative wrote what she deemed was related to the loss on the single claim that was filedDuring this time Car Crafters had nothing to do with the vehicle or the estimateThe rental car issue was also not brought to Car Crafters attention and even had it been there would be nothing we could have done as again the space is rented from Car CraftersCar Crafters does not have rental cars and therefore can not set appointments nor clean rental vehiclesCar Crafters can typically aid with a resolution when a problem as described arisesAt some point during this same day the van was picked up from our Rio Rancho storeThe estimate was completed by *** for the items that they were willing to cover and that esitmate was very clear as to what damage was to be repairedThe customer scheduled with our Montano location and presented us that location with the estimate from ***We merely work off of this estimateWe did petition *** to include additional damaged being claimed but it was clear to them that the damage was not related to the incident that the claim was made forThis went from the original adjusters, to her boss, to his boss who is the regional managerOur Montano location did increase the estimate amount due to parts price increases and some additional items required in the area of damageThis estimate was explained to the customerNever did we have any approved estimate with additional repairs nor did we convey to the customer that we would be fixing additional itemsCar Crafters is in business to repair vehiclesOur employees make their living by fixing damaged vehiclesThe more damage we are able to repair the more money we are able to makeTherefore it is in our best interest to repair as much of a vehicle as we can justifyIn this case we were being paid to only repair a defined area of damageWe therefore only repaired the damage that we were paid to repairHad *** approved additional repairs we would have gladly done soI appologize for the frustration that the customer has but our employees did as much as we could to please the customerA further complaint with *** or *** may be in order.Thank you,Sean G***Director of Operations Car Crafters, Inc
Ms***’s vehicle was
involved in an accident and GEICO insurance company was the responsible party
for the repairsThe vehicle was brought back to the shop numerous times prior
to my knowledge of the complaints, due to the constant unhappiness of the
customerBoth Car Crafters managers
and GEICO’s manager were involved each
time and each time Car Crafters completed the work requested by the customer,
even though it was; a) not related to the accident, and b) not a real problem
but a perceived problem by the customer as it still is todayThe real problem
here is that the customers’ feelings towards her vehicle cannot be fixed by Car
Crafters or GEICOThe customer wanted the car totaled and GEICO would not do
so and rightfully so. I can show proof
of numerous visits to (2) two different *** ***s and numerous alignment
spec sheets from different alignment systems that prove that the car is and
always was in a safe, OEM spec alignmentI personally test drove the vehicle
with Bobby B*** the GM at the Carmony shop and then with the customers
brother and the GEICO Manager, *** *** to ensure that the car was safe at
driving speeds in the event of an emergencyI did panic stops using both the
ABS system and hard braking without activating the ABS system, all while not
touching the steering wheelWe incorporated smooth speed bumps to ensure there
was no bump steer evidentThe result was the car went PERFECTLY STRAIGHT! I
have been repairing and test driving cars for over years and am a professional
IndyCar driver and race winnerIf I thought for a second that I could not put
my Grandson in this car and crash it, without it being safe I would not have
stood my ground about the condition of the carIt is not the answer the
customer wants to hear but it is the TRUTH! Out of a desire for good customer
service, GEICO has offered to pay for yet another inspection at the dealership
of her choice, *** ***If there is anything that GEICO paid us to
correct, they will do a charge back to usAt this point the customer told us
that she is done with usI find that surprising because we have
fixed another accident for her, since the accident that references this
complaintGEICO has a National warranty that will continue with carWe wish
Ms*** the best in her efforts to cope with her feelings
Car Crafters did repair Ms***'s vehicleThe repair was to the back lift gateWe performed minor body panel repair only to the back lift gateWe performed no repairs to the undercarriage of the vehicle, nothing to any of the drivetrain components, no work was even done to the exhaust pipe at
the rear of the vehicleThe repairs were for an amount less than one half of our average repair priceThe likely hood of an oil leak resulting from the impact is lowThe likely hood of an oil leak arrising from work we performed is even lessThe best course of action is to take the vehicle to one of the two Toyota dealerships and allow them to review the vehicle as a third partyIf they find the reason for the oil leak to be related to Car Crafter repairs or from the accident we will pay for the work to be performedThe service advisor from the dealership can call any of our location and ask to speak to myself, Sean G***I am the director of operations and will authorize work to be performed upon their explanation as to how the oil leak is from the accident or subsequent repairs.Thank you,Sean G***Director of OperationsCar Crafters, Inc
To whom it may concern, On May 30th Mr. [redacted] came to Car Crafters on Veranda road for a Geico RX appointment. The appointment was for Mrs. [redacted]'s Subaru Forester. It should be noted that at this time the shop is unaware of relationship between Mr. [redacted] and Mrs. [redacted]. Through this...
program Geico sets up a rental for the customer and the customer drops their vehicle for repairs. Once Geico has estimated the vehicle for repairs the estimate and vehicle are given to the shop for prescribed repairs. In the case of Mrs. [redacted]'s vehicle those repairs were for an accident where Mrs. [redacted]'s vehicle struck a curb. The repairs initially consisted of two wheels and tires on the left side of the vehicle, an alignment and to polish a scratch on the fender. We performed those repairs and the vehicle was picked up on June 2nd. At that time, the tire pressure light was not on as mentioned by Mr. [redacted] in his complaint. To address Mr. [redacted]'s statement on the tire installation: While it is common for a tire shop, when replacing only two tires, to place the two new tires on the rear of the vehicle that is not common practice when working with an insurance company. If the other tires are in good condition we place the replacement tires in the prescribed location by the insurance company. This is done as we are audited from time to time and are expected to replace each item exactly as prescribed. To add to the Revdex.com complaint filed: On June 8th Mr. [redacted] called Geico informing of additional issues. There was now an audible issue with the vehicle not initially heard. Upon inspection, the wheel bearing on the left front suspension had gone bad. It is not uncommon for a bearing noise to arise days, weeks even months after a collision. Due to this knowledge Geico paid to have us replace the wheel bearing which we performed. After returning the vehicle back to Mr. [redacted] he felt there were further issues. He then took his vehicle to [redacted]. [redacted]'s found no workmanship issues, to our knowledge, but did petition to replace the other two tires as the vehicle is all wheel drive and they felt to alleviate any potential issues it would be best to have all four tires new. Geico agreed and [redacted]'s carried out the replacement. Mr. [redacted] picked the vehicle up from [redacted]'s and still feels as if there are additional issues. He filed a Revdex.com claim against Geico insurance as well as with Car Crafters. At this point Car Crafters has performed all work requested as requested. Our work was also verified by a competitor who did not describe any issue with our work. Mr. [redacted] is still unhappy with his vehicle and the issue has not yet been deemed finalized. We want Mr. [redacted] to be happy and feel safe in his vehicle if there is anything the shop can do to assist in that we would like to help. Those measure will not include financial compensation as we performed all work as prescribed. Thank you, Sean G[redacted] Director of Operations Car Crafters, Inc
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Customer Information:*** *** *** *** *** *** ** *** *** *** *** Complaint ID of ***July 31, 2015To whom it may concern,Mr***’s Dodge truck was damaged by a flying 10’ X10” pop up canopyThe wind blew the canopy
* is his insurance company and we are one of three guaranteed repair centers for themHe chose to use Car Crafters and we repaired his vehicle per the *** appraisal.Upon completion Mr*** came to pick up his vehicle and went straight to the headliner saying we damaged it(The actual damage is from his radar detector that clips on to his visor.)We contacted *** about his claim and from there it went all the way to the NM State manager, *** ***Mr*** agreed that it was certainly not part of this claim and the customer admitted he used a radar detectorTo help maintain high customer satisfaction as an insured, *** paid Mr*** $as an appearance allowance for the alleged damage.Car Crafters went above and beyond for Mr*** by repairing a dent in the bed of the truck and by polishing both sides of the truckMr*** claimed scratches on the Driver’s side of the truck as well, even though there was no damage as a result of the canopy lossThere were some additional scratches the customer claimed we did on the truck that appear to have been done by a large dogWe polished those as wellAll these additional items for freeBoth Car Crafters and *** have bent over backwards to help Mr*** in spite of him being extremely rude and using very offensive language, verbally assaulting both Car Crafters employees and the *** representatives.Mr*** has received more compensation than he ever deserved and the work that was done is of the finest quality and is guaranteedHowever, the additional compensation he seeks has already been paid by *** and Car Crafters will not pay for something that is not our responsibility.Sincerely,Jim G***President, Car Crafters, Inc. (505) 341-
over the passenger side of the vehicle hitting mainly the right front bumper, over the hood with the majority of the damage to the roof
Complaint: ***
I am rejecting this response because: This business is a joke So is the Revdex.com Thanks for nothing Albuquerque can continue to be ripped off by these star rated garages I could care less Good luck
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Dear Mr***,
As the director of operations for Car Crafters Collision Center I take all customer complaints very seriouslyI have been informed a bit about your vehicle and have half of the storyI would very much like to have a discussion with you to get the other half and to figure out
how we may be able to get your concerns addressedCar Crafters is dedicated to our customers and will do everything we can to rectify your situationsYou must know before hand that there are some things that we are not able to do based off of elements beyond our controlThose elements can be parts availability, parts quality, aging paint, and also the insurance company deciding what they will or will not pay forPlease email me back via this form, my email address ***, or you may call me on my cell phone ***
Thank you,
Sean G***
Car Crafters, Inc
Complaint: ***
I am rejecting this response because:This response is an inaccurate description of unresolved issueHowever, it does illustrate the dismissive and disingenuous treatment my unresolved alignment issues have received from CarCrafters since onset of problem in January Mr.G*** states the car was repeatedly brought back due to "consistant unhappiness of customer" for work "not related to accident" and "not a real but a percieved problem"This is falseFollowing my collision repairs the car was returned to me 1/17/18, returned to CarCrafters 1/18/due to front end alignment failure, I have records of CarCrafters alignment performed 1/18/16, returned to CarCrafters again for alignment failure with record of alignment performed 1/21/Following alignment CarCrafters drove the car across the street to *** *** and asked them to inspect stating I had complained that vehicle pulled right1)the complaint was that vehicle pulled left 2)the vehicle was not pulling left because CarCrafters had performed an alignment and it had not yet failed 3)*** *** was not asked to investigate repeated alignment failureOn 1/CarCrafters attempted to again return the car saying there was no problemI refused to take posession as they had not yet identified issue or fixed problem leading to repeat alignment failuresAt my insistence car was taken to *** *** for inspection, again alignment was not out at this time and CarCrafters asked for a multipoint inspection, not to diagnose repeat alignment failureWithin a few days of car being returned it had another alignment failureI took it in on 2/1/and spoke to Bobby B*** who told me the alignment had not gone out and that there was no problem with the carCarCrafters can produce no record of this visitI have been told by seperate CarCrafters employees that it is because the alignment was not corrected at this time that there is no record of the visit Mr.G*** is correct that I did bring the car in for a second collision repair, not because I trust them, but because I did not want to give them the opportunity to blame the unresolved alignment issues on somebody elseAlso, at this time CarCrafters had stopped honoring the repair warranty, was not taking my concerns seriously and was letting me drive a car with failed alignment and telling me there was no problemAt this time I asked CarCrafters to address ongoing issues in addition to new repairI have record of alignment performed 3/17/I have record of additional repairs to front end directly related to first collision 3/23/CarCrafters replaced R front strut mounting assembly and bearing and identified R strut plate crackedI have record of alignment performed 3/29/and of alignments performed 3/31/due to repeat alignment failureOn 4/1/again at my insistence CarCrafters took my car to *** ***They again requested inspection of car with complaint that car pulls left (they did not ask for diagnosis of repeat alignment failure) At this time *** *** found CarCrafters had improperly installed R front strut into knuckle and that the Left front inner tie rod jam nut was looseThese repairs were made and car was again returned.Within hours of car returned alignment again failedWhen Mr.G*** "test drove" the car on 4/11/the alignment was out and car was pulling to leftHe states that he did starts and stops with his hands off of wheel which is not trueHe was holding wheel the entire timeFurther, prior to becoming enraged he was warning occupants of vehicle that he would be making sudden stopsWhen he became upset he started driving to intimidate and slamming on brakes without warningAgain, he refused to stop despite protest for at least minutesWhen he did surrender vehicle and I drove I demonstrated consistent left pull at speeds under Of course, Mr.G*** in his effort to make the problem go away through dismissal stated the car was going left due to road crown, ruts in road, etcHe refused to admit the car was out of alignment.Following this experience I decided to go with another business for inspection of unresolved issue as I do not trust CarCrafters to resolveThey have already had triesWhen I made this statement Mr.G*** stated in front of Geico representative *** *** "Sometimes you get a customer so unreasonable that you have to fire the customerYou're fired!" Which constitutes a breech of repair warrantyTo say the documented problems are not real is disingenuousTo say they are unrelated to collision is not true as they started the first day the car was returned after repair and are related to front end suspension which was repair areaAt best, CarCrafters has not bothered to determine source of issue so can not truthfully say it is unrelated to collision repair.On 4/12/the day after MrG*** states the car was safe and in alignment the car was inspected by *** ***The car was out of alignment and the right front tie rod was looseI was further informed by *** *** that all of the nuts on suspension had been painted yellow by CarCrafters to rule out tampering in components coming looseThey found no sign of tampering and took pictures for meClearly CarCrafters was aware of suspension loosening enough to paint nuts to see if I was loosening them myself! The helpful folks at *** *** say that my car has an unusual problem and they are working to identify whyThere is a real, not imaginary problem with the car due to collision and subsequent repairsThere is a record of CarCrafters awareness and failure to address the issueI do not need help "coping with my feelings"I need help coping with a shady, dismissive, incompetent, bullying, warranty breaching scam artist like Jim G*** and his terrible business CarCrafters
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]I'm unable to complete (comply) with the request that Car Crafters has made due to the fact that I'm extremely illAs a result of this serious illness, I have no choice but to bow my head in defeat to the bigger company as I must make attending to my health and well-being my main priority and due to the severity of the illness has and will take longer than the days I've been given in which to seek an inspection from one of the two Toyota dealerships in my area and respond to Car Crafters and the Revdex.com after the inspection has been completed
To whom it may concern,The complaint as outlined does not contain the full story and the blame is being pointed in the wrong directionCar Crafters has no associtation with *** nor ***We supply them both with office space to work out of our locationsIn the case of Mr*** their Siena
van was brought to our Rio Rancho location for an appointment with ***The estimate was written by a *** representativeThe *** representative wrote what she deemed was related to the loss on the single claim that was filedDuring this time Car Crafters had nothing to do with the vehicle or the estimateThe rental car issue was also not brought to Car Crafters attention and even had it been there would be nothing we could have done as again the space is rented from Car CraftersCar Crafters does not have rental cars and therefore can not set appointments nor clean rental vehiclesCar Crafters can typically aid with a resolution when a problem as described arisesAt some point during this same day the van was picked up from our Rio Rancho storeThe estimate was completed by *** for the items that they were willing to cover and that esitmate was very clear as to what damage was to be repairedThe customer scheduled with our Montano location and presented us that location with the estimate from ***We merely work off of this estimateWe did petition *** to include additional damaged being claimed but it was clear to them that the damage was not related to the incident that the claim was made forThis went from the original adjusters, to her boss, to his boss who is the regional managerOur Montano location did increase the estimate amount due to parts price increases and some additional items required in the area of damageThis estimate was explained to the customerNever did we have any approved estimate with additional repairs nor did we convey to the customer that we would be fixing additional itemsCar Crafters is in business to repair vehiclesOur employees make their living by fixing damaged vehiclesThe more damage we are able to repair the more money we are able to makeTherefore it is in our best interest to repair as much of a vehicle as we can justifyIn this case we were being paid to only repair a defined area of damageWe therefore only repaired the damage that we were paid to repairHad *** approved additional repairs we would have gladly done soI appologize for the frustration that the customer has but our employees did as much as we could to please the customerA further complaint with *** or *** may be in order.Thank you,Sean G***Director of Operations Car Crafters, Inc
Ms***’s vehicle was
involved in an accident and GEICO insurance company was the responsible party
for the repairsThe vehicle was brought back to the shop numerous times prior
to my knowledge of the complaints, due to the constant unhappiness of the
customerBoth Car Crafters managers
and GEICO’s manager were involved each
time and each time Car Crafters completed the work requested by the customer,
even though it was; a) not related to the accident, and b) not a real problem
but a perceived problem by the customer as it still is todayThe real problem
here is that the customers’ feelings towards her vehicle cannot be fixed by Car
Crafters or GEICOThe customer wanted the car totaled and GEICO would not do
so and rightfully so. I can show proof
of numerous visits to (2) two different *** ***s and numerous alignment
spec sheets from different alignment systems that prove that the car is and
always was in a safe, OEM spec alignmentI personally test drove the vehicle
with Bobby B*** the GM at the Carmony shop and then with the customers
brother and the GEICO Manager, *** *** to ensure that the car was safe at
driving speeds in the event of an emergencyI did panic stops using both the
ABS system and hard braking without activating the ABS system, all while not
touching the steering wheelWe incorporated smooth speed bumps to ensure there
was no bump steer evidentThe result was the car went PERFECTLY STRAIGHT! I
have been repairing and test driving cars for over years and am a professional
IndyCar driver and race winnerIf I thought for a second that I could not put
my Grandson in this car and crash it, without it being safe I would not have
stood my ground about the condition of the carIt is not the answer the
customer wants to hear but it is the TRUTH! Out of a desire for good customer
service, GEICO has offered to pay for yet another inspection at the dealership
of her choice, *** ***If there is anything that GEICO paid us to
correct, they will do a charge back to usAt this point the customer told us
that she is done with usI find that surprising because we have
fixed another accident for her, since the accident that references this
complaintGEICO has a National warranty that will continue with carWe wish
Ms*** the best in her efforts to cope with her feelings
Car Crafters did repair Ms***'s vehicleThe repair was to the back lift gateWe performed minor body panel repair only to the back lift gateWe performed no repairs to the undercarriage of the vehicle, nothing to any of the drivetrain components, no work was even done to the exhaust pipe at
the rear of the vehicleThe repairs were for an amount less than one half of our average repair priceThe likely hood of an oil leak resulting from the impact is lowThe likely hood of an oil leak arrising from work we performed is even lessThe best course of action is to take the vehicle to one of the two Toyota dealerships and allow them to review the vehicle as a third partyIf they find the reason for the oil leak to be related to Car Crafter repairs or from the accident we will pay for the work to be performedThe service advisor from the dealership can call any of our location and ask to speak to myself, Sean G***I am the director of operations and will authorize work to be performed upon their explanation as to how the oil leak is from the accident or subsequent repairs.Thank you,Sean G***Director of OperationsCar Crafters, Inc
To whom it may concern, On May 30th Mr. [redacted] came to Car Crafters on Veranda road for a Geico RX appointment. The appointment was for Mrs. [redacted]'s Subaru Forester. It should be noted that at this time the shop is unaware of relationship between Mr. [redacted] and Mrs. [redacted]. Through this...
program Geico sets up a rental for the customer and the customer drops their vehicle for repairs. Once Geico has estimated the vehicle for repairs the estimate and vehicle are given to the shop for prescribed repairs. In the case of Mrs. [redacted]'s vehicle those repairs were for an accident where Mrs. [redacted]'s vehicle struck a curb. The repairs initially consisted of two wheels and tires on the left side of the vehicle, an alignment and to polish a scratch on the fender. We performed those repairs and the vehicle was picked up on June 2nd. At that time, the tire pressure light was not on as mentioned by Mr. [redacted] in his complaint. To address Mr. [redacted]'s statement on the tire installation: While it is common for a tire shop, when replacing only two tires, to place the two new tires on the rear of the vehicle that is not common practice when working with an insurance company. If the other tires are in good condition we place the replacement tires in the prescribed location by the insurance company. This is done as we are audited from time to time and are expected to replace each item exactly as prescribed. To add to the Revdex.com complaint filed: On June 8th Mr. [redacted] called Geico informing of additional issues. There was now an audible issue with the vehicle not initially heard. Upon inspection, the wheel bearing on the left front suspension had gone bad. It is not uncommon for a bearing noise to arise days, weeks even months after a collision. Due to this knowledge Geico paid to have us replace the wheel bearing which we performed. After returning the vehicle back to Mr. [redacted] he felt there were further issues. He then took his vehicle to [redacted]. [redacted]'s found no workmanship issues, to our knowledge, but did petition to replace the other two tires as the vehicle is all wheel drive and they felt to alleviate any potential issues it would be best to have all four tires new. Geico agreed and [redacted]'s carried out the replacement. Mr. [redacted] picked the vehicle up from [redacted]'s and still feels as if there are additional issues. He filed a Revdex.com claim against Geico insurance as well as with Car Crafters. At this point Car Crafters has performed all work requested as requested. Our work was also verified by a competitor who did not describe any issue with our work. Mr. [redacted] is still unhappy with his vehicle and the issue has not yet been deemed finalized. We want Mr. [redacted] to be happy and feel safe in his vehicle if there is anything the shop can do to assist in that we would like to help. Those measure will not include financial compensation as we performed all work as prescribed. Thank you, Sean G[redacted] Director of Operations Car Crafters, Inc
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]