Dear [redacted] ***, # I am sorry your experience with Rosner Collision was not as positive as it could have been I am pleased to hear that you found my staff to be “professional and courteous” and that you “do not feel there is any unethical behavior involved” with our service I completely agree that there may have been a lack of communication, and for that I sincerely apologize We earnestly try to keep our customers educated and apprised of the repairs to their vehicles, and if we have failed in your case I will use it as a training opportunity in the future I will say however communication is a two way street, and my findings indicate we did not have all the information at our disposal when billing for your repairs Your complaint indicates that we knew all along that you were not going through an insurance carrier The fact is that we received a direct electronic assignment from your carrier [redacted] on 12-22- [redacted] approved our original estimate and when you dropped off the vehicle for repairs on 1-13-we have no record of that information changing According to [redacted] you only informed them on 1-15-that you were canceling the claim and settling with the other party based on the original estimate I was also told by [redacted] that you were advised by them the possibility of supplemental damage and that canceling the claim my not be in your best interest Supplemental hidden damage is common in this industry, and we would have been able to better explain the supplement and advise you had we known you changed your mind decided to pay out of pocket I think we both agree that the hidden damage was valid, needed to be repaired, and would have had to be paid by you or your insurance carrier regardless I appreciate the fact that you paid for the repairs in full, and found the repairs to be satisfactoryI respectfully apologize for any confusion or inconvenience Sincerely, [redacted] General Manager Rosner Collision Center
Revdex.com: I have reviewed the offer 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 No response indicating an inclination to bolster their service by reporting increases to their estimates was made The manager responded with an email indicating that I had been advised by my insurance company that adjustments could be made, but I did not cancel the claim until AFTER I received a call that the service was done and the original quote for service was repeated to me as my final bill Again, if the company truly presumed that I was paying through my insurance company, then they should only have charged for my deductible I told the lady on the phone that I was paying for it all myself, and she still only charged the original estimated amount The increase to the estimate was more than 10% of the original estimate Which under Virginia law, cannot be passed without prior approval from the customer Not to mention that indeed, the increased damage was evident from pictures, but the bumper support did not appear to have any damage that would prevent proper functioning, or would cause ongoing safety concerns from a future impact That fee was the single largest expense associated with the maintenance Regards, [redacted] ***
Dear [redacted] ***, # I am sorry your experience with Rosner Collision was not as positive as it could have been I am pleased to hear that you found my staff to be “professional and courteous” and that you “do not feel there is any unethical behavior involved” with our service I completely agree that there may have been a lack of communication, and for that I sincerely apologize We earnestly try to keep our customers educated and apprised of the repairs to their vehicles, and if we have failed in your case I will use it as a training opportunity in the future I will say however communication is a two way street, and my findings indicate we did not have all the information at our disposal when billing for your repairs Your complaint indicates that we knew all along that you were not going through an insurance carrier The fact is that we received a direct electronic assignment from your carrier [redacted] on 12-22- [redacted] approved our original estimate and when you dropped off the vehicle for repairs on 1-13-we have no record of that information changing According to [redacted] you only informed them on 1-15-that you were canceling the claim and settling with the other party based on the original estimate I was also told by [redacted] that you were advised by them the possibility of supplemental damage and that canceling the claim my not be in your best interest Supplemental hidden damage is common in this industry, and we would have been able to better explain the supplement and advise you had we known you changed your mind decided to pay out of pocket I think we both agree that the hidden damage was valid, needed to be repaired, and would have had to be paid by you or your insurance carrier regardless I appreciate the fact that you paid for the repairs in full, and found the repairs to be satisfactoryI respectfully apologize for any confusion or inconvenience Sincerely, [redacted] General Manager Rosner Collision Center
Revdex.com: I have reviewed the offer 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 No response indicating an inclination to bolster their service by reporting increases to their estimates was made The manager responded with an email indicating that I had been advised by my insurance company that adjustments could be made, but I did not cancel the claim until AFTER I received a call that the service was done and the original quote for service was repeated to me as my final bill Again, if the company truly presumed that I was paying through my insurance company, then they should only have charged for my deductible I told the lady on the phone that I was paying for it all myself, and she still only charged the original estimated amount The increase to the estimate was more than 10% of the original estimate Which under Virginia law, cannot be passed without prior approval from the customer Not to mention that indeed, the increased damage was evident from pictures, but the bumper support did not appear to have any damage that would prevent proper functioning, or would cause ongoing safety concerns from a future impact That fee was the single largest expense associated with the maintenance Regards, [redacted] ***