Rosner Collision Center

To the Revdex.com, This is in response to Case Number [redacted] This issue began in May At that time, the customer brought her vehicle in and we attempted to rectify the situation with additional work on her carShe then left the state and took the vehicle to another shopShe notified us that she still was not satisfied and we offered for her to bring the vehicle back to us or we would provide $for her to seek service elsewhereThe amount was the cost we would incur if we undertook the workThe customer moved again, this time to the West CoastOur offer of $or for her to bring the car back to our shop stands.The lengthy time that has elapsed is a result of the customer's actionsWe have tried to resolve this in a timely manner.We are sorry this customer is not satisfiedWe have tried to resolve this several timesWe take the satisfaction of our customers seriouslySincerely, [redacted] [redacted]

We take customer service seriously and have made multiple attempts to work with the customerAt this point, our previous offer of $to settle the matter is our final offer and will expire on November 30, Should the customer accept the offer, a mutual release will be requiredThis matter is now nearly months oldOur efforts to find a satisfactory resolution were hindered by the fact the customer removed the vehicle from our area and took it to California, preventing us from inspecting it or providing repairs or adjustments on our own shopWe have made reasonable attempts to satisfy the customer without successUnless the above offer is accepted within the timeframe specified, we will consider the matter closed***

Revdex.com:
I have reviewed the offer and/or 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
See attached response and supporting documentation I was unable to attach the two estimates from Rosner Collision Center and will send them separately.I had escalated this to their corporate office and suggest Revdex.com contact that office instead of the Collision Center
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The information provided by *** *** is incorrect. I took my car back to Rosner after Rosner’s second attempt to match the paint. At that time, *** agreed to pay another body shop to fix the issue of the mismatched paint. I did NOT move twice and nor did I wait until after I moved to discuss the lack of remedy to the initial work and the additional damage Rosner caused to my vehicle.- *** agreed Rosner would pay for another shop to repaint my carHe did not stipulate a dollar amount. He knew I did not want Rosner to do any further work/damage to my car and I did not have time to bring it back to Rosner prior to my move.- Rosner demonstrated they could not match the paintI gave them an opportunity to do so.- Rosner “damaged” additional panels on my car during their second attempt to match the paintThey also blended into the front bumper which they did not tell me they would be doing. I have attached both estimates from Rosner.- If I had not trusted them to remedy this situation, only two panels would need to be repainted and blendedBecause Rosner did not match the paint again on the second attempt and painted the front bumper without my consent, two additional panels are painted the wrong color. This now requires blending into even more panels.- $is an unrealistic amount for the extent of this repair.- Rosner is not taking ownership for their mistake, nor have they ever apologized. I am including photos of my car in various lighting situations and the estimate from the *** body shop. You can also access my Dropbox for additional photos of my car a* *** The difference in the paint is very obvious
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Hi ***,Below is my response:The points in the Rosner’s response are incorrect First, they have not made multiple attempts to work with me I did not hinder them by moving Prior to my leaving Fredericksburg I took my vehicle back and allowed the shop to attempt to repair the issues *** Moore inspected my car and the shop worked on my car a second timeThey did not correct the issue with the paint mis-match The second time they worked on my car, they in fact used the same color paint as they initially used and merely painted into additional panels of my car - thus causing additional damage Rosner made additional repairs and failed to make adjustments After they caused the additional damage (by painting additional panels the wrong color) and demonstrated twice they could not match the paint, I took my vehicle back again On this visit, *** Moore inspected my vehicle and agreed to pay to have another shop repair the mismatched paint and the additional damage the shop had caused *** knew even if I was staying in the area, I would not allow them to work on my vehicle again because they twice demonstrated they could not match the paint In a later phone conversation, *** specifically stated he could see the discrepancy in the paint When it came time to have the work done at another shop, Rosner has refused to follow through on their offer.They should compensate me for what it will cost me to repair the damage they have caused as *** said they wouldThere is not a shop in the country that would be able to perform the amount of work needed because of the damage Rosner Collision caused to my vehicle for $ Rosner couldn’t/wouldn't even do the work for that amountI trusted them with my vehicle, they let me downI don’t understand how they can feel it is okay to cause a customer to spend over $(what I initially paid them + the cost to repair the damage they caused) on a repair that another shop would have done correctly the first time and only charged me about $ Maybe I should consult with a lawyerI truly expect such a reputable organization to to the right thing without legal action.Thank you for your assistance.*** ***

To the Revdex.com,
">This is in response to Case Number ***
This issue began in May At that time, the customer brought her vehicle in and we attempted to rectify the situation with additional work on her carShe then left the state and took the vehicle to another shopShe notified us that she still was not satisfied and we offered for her to bring the vehicle back to us or we would provide $for her to seek service elsewhereThe amount was the cost we would incur if we undertook the workThe customer moved again, this time to the West CoastOur offer of $or for her to bring the car back to our shop standsThe lengthy time that has elapsed is a result of the customer's actionsWe have tried to resolve this in a timely mannerWe are sorry this customer is not satisfiedWe have tried to resolve this several timesWe take the satisfaction of our customers seriously
Sincerely,
*** ***
*** ***
*** ***
*** ***

Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted] Hi [redacted],
Below is my response:
The points in the Rosner’s response are incorrect.  First, they have not made multiple attempts to work with me.  I did not hinder them by moving.  
Prior to my leaving Fredericksburg I took my vehicle back and allowed the shop to attempt to repair the issues.  
[redacted] Moore inspected my car and the shop worked on my car a second time. They did not correct the issue with the paint mis-match.  The second time they worked on my car, they in fact used the same color paint as they initially used and merely painted into additional panels of my car -  thus causing additional damage.  Rosner made additional repairs and failed to make adjustments.  
After they caused the additional damage (by painting additional panels the wrong color) and demonstrated twice they could not match the paint, I took my vehicle back again.  On this visit, [redacted] Moore inspected my vehicle and agreed to pay to have another shop repair the mismatched paint and the additional damage the shop had caused.  [redacted] knew even if I was staying in the area, I would not allow them to work on my vehicle again because they twice demonstrated they could not match the paint.  In a later phone conversation, [redacted] specifically stated he could see the discrepancy in the paint.  
When it came time to have the work done at another shop, Rosner has refused to follow through on their offer.
They should compensate me for what it will cost me to repair the damage they have caused as [redacted] said they would. There is not a shop in the country that would be able to perform the amount of work needed because of the damage Rosner Collision caused to my vehicle for $400.  Rosner couldn’t/wouldn't even do the work for that amount. I trusted them with my vehicle, they let me down. I don’t understand how they can feel it is okay to cause a customer to spend over $3400 (what I initially paid them + the cost to repair the damage they caused) on a repair that another shop would have done correctly the first time and only charged me about $1100.  Maybe I should consult with a lawyer. I truly expect such a reputable organization to to the right thing without legal action.
Thank you for your assistance.
[redacted]

We take customer service seriously and have made multiple attempts to work with the customer. At this point, our previous offer of $400 to settle the matter is our final offer and will expire on November 30, 2015. Should the customer accept the offer, a mutual release will be required. This matter is now nearly 18 months old. Our efforts to find a satisfactory resolution were hindered by the fact the customer removed the vehicle from our area and took it to California, preventing us from inspecting it or providing repairs or adjustments on our own shop. We have made reasonable attempts to satisfy the customer without success. Unless the above offer is accepted within the timeframe specified, we will consider the matter closed. [redacted]

To the Revdex.com, This is in response to Case Number [redacted]. This issue began in May 2014. At that time, the customer brought her vehicle in and we attempted to rectify the situation with additional work on her car. She then left the state and took the vehicle to another shop. She notified us...

that she still was not satisfied and we offered for her to bring the vehicle back to us or we would provide $400 for her to seek service elsewhere. The amount was the cost we would incur if we undertook the work. The customer moved again, this time to the West Coast. Our offer of $400 or for her to bring the car back to our shop stands.The lengthy time that has elapsed is a result of the customer's actions. We have tried to resolve this in a timely manner.We are sorry this customer is not satisfied. We have tried to resolve this several times. We take the satisfaction of our customers seriously. Sincerely, [redacted]
 
 
[redacted]

Review: I was visiting my sister for a few months when my car was sideswiped. The passenger side fender and front door were damaged. After the work was done, I discovered issues with trim, overspray, and the paint itself (crease in the paint on the front passenger door, paint on the repaired areas wasnt as smooth as the original paint on the rest of the car and had a yellow hue).My service advisor, [redacted], initially told me Rosner would charge me an additional amount to match the paint. I called [redacted], Production Manager. It seemed very unreasonable I should have to pay extra because they did poor work. After he looked at my car, he explained they would have to blend into the rear passenger side door but assured me they will not chase the issue around the car. After picking up my car the second time, I noticed the yellow hue to the paint now extended into the rear passenger door panel. I explained to [redacted] I was permanently moving to California. He knew I had consulted with a a body shop in Columbus, OH regarding the work. (I had previously lived there) He said if I took the car to the shop in Columbus, he would work out a deal with them so they could fix the mismatched the paint. I was not able to stop in Columbus, OH to have work done on my car on my way to California. After arriving in California, the [redacted] dealership estimated the repair is $2800. The [redacted] advisor also noticed the blending had extended to the front bumper and each half of the bumper was a different color, it appeared Rosner had tried to blend into the front bumper and never told me they were doing that. I called Steve. He would not agree to have the shop here fix my car. He admitted he was able to see the paint discrepancy the first time I returned with my car. I tried to escalate the issue to [redacted], responded to my complaint. We went back and forth via email and phone. I sent photos on several occasions. The [redacted] service advisor emailed him also. [redacted] initially offered $400.Desired Settlement: I have been trying for over a year to get Rosner to stand behind their work. I allowed them to try to fix the issue with the mismatched paint and they failed. In fact, they made it worse. 4 panels rather than 2 now need repainted. In my last conversation with Tom, he said there is no middle ground and Rosner would not take any further action regarding the work they had done on my car. I would like Rosner to pay for a reputable [redacted] shop to correct the mismatched paint caused by their work.

Business

Response:

To the Revdex.com, This is in response to Case Number [redacted]. This issue began in May 2014. At that time, the customer brought her vehicle in and we attempted to rectify the situation with additional work on her car. She then left the state and took the vehicle to another shop. She notified us that she still was not satisfied and we offered for her to bring the vehicle back to us or we would provide $400 for her to seek service elsewhere. The amount was the cost we would incur if we undertook the work. The customer moved again, this time to the West Coast. Our offer of $400 or for her to bring the car back to our shop stands.The lengthy time that has elapsed is a result of the customer's actions. We have tried to resolve this in a timely manner.We are sorry this customer is not satisfied. We have tried to resolve this several times. We take the satisfaction of our customers seriously. Sincerely, [redacted]

Consumer

Response:

I have reviewed the offer and/or 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.

See attached response and supporting documentation. I was unable to attach the two estimates from Rosner Collision Center and will send them separately.I had escalated this to their corporate office and suggest Revdex.com contact that office instead of the Collision Center.

The information provided by [redacted] is incorrect. I took my car back to Rosner after Rosner’s second attempt to match the paint. At that time, [redacted] agreed to pay another body shop to fix the issue of the mismatched paint. I did NOT move twice and nor did I wait until after I moved to discuss the lack of remedy to the initial work and the additional damage Rosner caused to my vehicle.- [redacted] agreed Rosner would pay for another shop to repaint my car. He did not stipulate a dollar amount. He knew I did not want Rosner to do any further work/damage to my car and I did not have time to bring it back to Rosner prior to my move.- Rosner demonstrated they could not match the paint. I gave them an opportunity to do so.- Rosner “damaged” additional panels on my car during their second attempt to match the paint. They also blended into the front bumper which they did not tell me they would be doing. I have attached both estimates from Rosner.- If I had not trusted them to remedy this situation, only two panels would need to be repainted and blended. Because Rosner did not match the paint again on the second attempt and painted the front bumper without my consent, two additional panels are painted the wrong color. This now requires blending into even more panels.- $400 is an unrealistic amount for the extent of this repair.- Rosner is not taking ownership for their mistake, nor have they ever apologized. I am including photos of my car in various lighting situations and the estimate from the [redacted] body shop. You can also access my Dropbox for additional photos of my car a[redacted] The difference in the paint is very obvious.

Regards,

Business

Response:

We take customer service seriously and have made multiple attempts to work with the customer. At this point, our previous offer of $400 to settle the matter is our final offer and will expire on November 30, 2015. Should the customer accept the offer, a mutual release will be required. This matter is now nearly 18 months old. Our efforts to find a satisfactory resolution were hindered by the fact the customer removed the vehicle from our area and took it to California, preventing us from inspecting it or providing repairs or adjustments on our own shop. We have made reasonable attempts to satisfy the customer without success. Unless the above offer is accepted within the timeframe specified, we will consider the matter closed. [redacted]

Consumer

Response:

I have reviewed the offer and/or 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Hi [redacted],