Salatino's Auto Body Inc

I am the shop manager at Salatino’s and have had direct interactions with these customers The vehicle arrived after hours and unscheduled on a tow truck on 2-3-the damages were to be covered under American Family insurance This vehicle also had a prior claim with
Pemco that had not been addressed yetBoth of these accidents concerned the front end of the vehiclehaving two overlapping damage claims makes the repair process more difficult as each insurance company owes what is due from damage on the specific accident*** did not sign paperwork until 2-6-On 2-7-we instructed technician to disassemble vehicle for the most accurate estimateWe had a damage report ready for the insurance on 2-8-and relayed that information via email to American family insuranceThe vehicle was now on hold pending insurance approval meaning we could not order parts or start the process of repairing this vehicle We did not receive any documentation from the insurance company until 2-23-I emailed *** on this same day and let her know that the insurance had missed some items on our reportI have attached the quoted email I sent to *** @ 2:27pm “We received the approved estimate late yesterday afternoon finallyI have had a chance to go over their version and have noticed that there is nothing addressed on the suspension, wheels, tires or an alignmentThe insurance adjustor also selected the incorrect headlamp (your vehicle is equipped with the HID version)There is a large price difference between the approved quoted headlamp and the necessary headlampWe have to wait for approval on this part before we can order itAs far as the rest of the parts, the insurance company quoted almost all aftermarket partsI was able to have dodge price match the aftermarket parts (this means we are using factory dodge parts on your vehicle for the same price as the aftermarket parts quoted)We have the parts ordered and they should start arriving tomorrow and should have all parts by mid next weekI can give another update when I hear something back from ACD the independent appraisal service on the headlamp approval Any further questions or concerns please feel free to reach out to me *** I will be your point of contact from this point forward.” I also sent a revised estimate supplement request for these missed and incorrect items this same day 2-23-Our company also ordered the repair parts on this day from Tacoma dodge I had a total of email exchanges back and forth with her on the 24th (2-24-2017)She notified me she wanted to customize her vehicle with a different model hood and grilleThese parts are not installed on her vehicle from the factory and may need modifications or customized to work on this vehiclethe parts are factory dodge parts however were not made for this vehicle with the vin number of ***The customer *** was aware of this and I clarified what we were to do and the cost difference that was involved in the hood “upgrade” of the hood that was designed to be on her vehiclethe customer *** also authorized to “upgrade” the grille as well(later we found out there was no way possible for the grille to work)This hood upgrade was to cause yet another delay in the repairs on her vehicle as the hood was on national back orderI notified *** on 3-1-that the hood was on back order and the possible eta was -days from 3-1-The hood arrived on 3-17-(this was a Friday) The total expected payment for these changes was $I added a discount to this amount and lowered this expectation to $and this is what I collected on 3-30- On this day the 3-30-was the day the vehicle was delivered from our indoor show roomThis allows for the best inspection of a done vehiclethe vehicle was looked over once prior to delivery and yet gain at the time of delivery I received a call on 4-5-from *** about some suspension noise and reached out to the insurance companies involved for further resolution this same dayOn 4-19-Todd the pemco agent requested documentation of the suspension estimate provided from customer from les schwabPemco issued payment direct to customers for the suspension resolution I received this email From: *** *** [mailto:***@gmail.com] Sent: Wednesday, April 26, 8:AM To: *** O*** Subject: Re: Amounts due upon pick up Hi ***, I am following up with you in regards to the additional repairs that still need to be done on the charger I received a call from Todd at Pemco last Thursday and they have taken care of the payment for the Les Schwab estimate for the suspension work but we still need the remaining issues addressed such as the hood , dent above drivers door and trunk damage it has been over weeks since *** and I came in an addressed these issues I know *** gave you a follow up phone call last week and has yet to hear back from you nor have II feel we have been very patient with this whole process but my patients is wearing very thin and I wanted this matter resolved immediately or I am going to start exploring what legal options may be available to us I anticipate hearing from you soon, *** *** the following response email was sent on 4-27- “The vehicle was parked in our show room and was delivered and accepted on 3-30-There was a conversation had with *** and myself the following week ( I believe)The issue of the driveability and noise was brought up I explained that we would need to see the vehicle to confirm more damage or to discover what may be causing itThe vehicle was then brought in by both of you on 4-11-almost two weeks laterAt this time is when the concerns discussed as well as some other concernsYou provided me with an estimate from Les Schwab to repair this issue and Todd @ Pemco has taken care of that issue directly with you With that length of time passing and the vehicle being in someone else’s possession and the fact that the damage location is at eye level right above the drivers door it is very hard for me to relate a dent to something that was caused at our facility or our subcontracted vendors and not noticed for a length of time after deliveryI have also received a call from a credit union advising that you are interested in resending funds for payment on your hood upgradeWe have been more than willing to work with you folks through this situationI have had more contact with the customer(s) on this claim than we normally experience and we have tried to work with you on the resolution of these “existing or new issues”The work that was paid for was not insurance related it was merely for the upgrade that we have full documentation ofThank you for reaching out to us If you feel that you need to file a claim with our facilities insurance company I can forward our emails to our agent for further resolution.” I have tried to work on a resolution to all of these customers concerns or issuesAt Salatino’s collision customer service and top notch repairs is why we are highly recommended and why we strive for perfectionIf any further information is needed we have more documentation if needthank you
*** *** Salatino's Collision Center Manager/Collision Estimator Phone 253-472-Fax 253-472-Email ***@salatinos.com