Ron's Roofing

.July
15, Response:At the drop off of the vehicle the customer signed a written authorization that begins with the words "I hereby authorize the repair work..."Our shop was also provided an approved insurance estimate (GEICO) to work off of by the customerGEICO is her insurance
company.Follow up calls are sometimes needed on same day of repair if there is an adjustment ?r a supplement to the original estimate / work order (the one provided by customer in this case) authorized by insurance companyNo adjustments or supplements were needed however a manager did speak later in the same day t? the husband and updated them on the repair progressThis call was documented and occurred on 6/22/15.All repairs were completed in an industry accepted amount of timeIf repairs are not completed in an acceptable time frame, shops are asked to pay for some of rental coverageNo rental coverage was requested from insurance company.The delays on returning the vehicle were due to the customer not being willing to pick up the vehicle due t? concerns with the repairs.The repair concerns were addressed by the adjuster who wrote the estimate_ That adjuster asked if we were willing to do some additional buffing and detailing to appease the customer which we did and the adjuster communicated to us at that time the repairs were "above industry standards." (direct quote from the GEICO adjuster)One of our detailers was paid overtime and took time away from his family on evenings to do a lot of extra detailing of the area we painted and the rest of the vehicle in an attempt to please the customer.8_ The vehicle was
also inspected (on site and in person) and approved by the insurance adjuster's
supervisor_9,
Other people who inspected and approved the repair: The previous owner of the business (retained as a part time
consultant to the current business owner) who has over years of industry
experience, our shop's general manager who is the I-Car trainer for estimators
and insurance adjusters in the region (I-Car is the most recognized standard of
training nationally and the top regional trainer is on our staffName and
credentials can be provided upon request), the assistant manager (over years
of experience), the current owner whose family owns shops across the city and
has been in the industry for years, our painter (years experience), the
assistant painter, our paint vendor representative, and professional
detailers who perform hundreds of quality control inspections every yearThese
inspections were unanimous that the repair was satisfactory
The dirt under the paint referenced by the customer is a defect in the bumper
on the outer edges that was not caused by the accidentIt is part of the
factory finish or perhaps it is tar that has eaten into the bumper itself,
These tiny specks are not visible unless your eyes are within inches of the
bumperWe explained to the customer
that they could be corrected but since it was so close to the quarter panel it
could cause a color match issue(plastics and metals painted with the exact
same paint often do match even from
the manufacturer) and we recommended not painting the bumper edge to edge for
that reason as it could look worse.We did however after pointing out the dangers of color match offer to repaint the bumper and correct the imperfections that were there previous to the accident and that we were not being paid to correctThis would have also corrected the chip near the tail light that she referencedAfter pondering that option she decided she did not want a re-paint.The re-paint would not have created lots of new problems outside the color match and that was dearly explained to the customerAt no time did I say that re-painting would cause "dents" in the bumper_ The terms "dents" is typically reserved for metal panels caused by accidents not the paint process.Whatever imperfections are on top of the surface of paint can be corrected with buffing so the only real long term risk is the color match.After all the back and forth I could only conclude that what was wanted was a refund so offered her $offThat represented 33% of the total billIt is also the exact amount of her deductible so that no money would be paid out of pocket for the repair.At no time were we unprofessional or rudeThat is completely unfounded and in fact in all my interactions and observations of others and research among our team l found that we acted professionally and courteously throughout.The customer also accused me of saying that she should be satisfied because the work was "pretty good." That is a phrase I have never uttered in ail my years in this industryWhat was said was "It is a good repair" according to us and her insurance company.Revdex.com*** ***
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*** ** * *** * *** *** Dear *** ***:Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns. We notified Jill Osborne of your response and requested notification of whether or not a satisfactory resolution had been reachedRevdex.com has not heard back from the consumer Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.” *** *** ** *** *** *** ** *** *** ** *** *** *** *** *** *** ** *** *** ** *** *** *** *** *** ** *** *** *** *** ** *** *** *** *** ** *** *** *** ** *** *** *** *** *** *** *** *** *** *** ** *** *** *** ** *** ** *** *** *** ** *** *** *** *** *** *** ***
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*** ***|Operations Team