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 2-3-2017 the damages were to be  covered  under American Family insurance.  This vehicle also had a prior claim with...

Pemco that had not been addressed yet. Both of these accidents concerned the front end of the vehicle. having two overlapping damage claims makes the repair process more difficult as each insurance company owes what is due from damage on the specific accident. [redacted] did not sign paperwork until 2-6-2017. On 2-7-17 we instructed technician to disassemble vehicle for the most accurate estimate. We had a damage report ready for the insurance on 2-8-2017 and relayed that information via email to American family insurance. The 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 2-23-17. I emailed [redacted] on this same day and let her know that the insurance had missed some items on our report. I have attached the quoted email I sent to [redacted] @ 2:27pm   “We received the approved estimate late yesterday afternoon finally. I have had a chance to go over their version and have noticed that there is nothing addressed on the suspension, wheels, tires or an alignment. The 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 headlamp. We have to wait for approval on this part before we can order it. As far as the rest of the parts, the insurance company quoted almost all aftermarket parts. I 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 week. I 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 [redacted] 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 2-23-17 . Our company also ordered the repair parts on this day from Tacoma dodge.   I had a total of 9 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 grille. These parts are not installed on her vehicle from the factory and may need modifications or customized to work on this vehicle. the parts are factory dodge parts however were not made for this vehicle with the vin number of [redacted]. The customer [redacted] 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 vehicle. the customer [redacted] 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 order. I notified [redacted] on 3-1-17 that the hood was on back order and the possible eta was 10 -15 days from 3-1-17. The hood  arrived on 3-17-17. (this was a Friday).   The total expected payment for these changes was $559.62. I added a discount to this amount and lowered this expectation to $495.03 and this is what I collected on 3-30-17.   On this day the 3-30-17 was the day the vehicle was delivered from our indoor show room. This allows for the best inspection of a done vehicle. the vehicle was looked over once prior to delivery and yet gain at the time of delivery.  I received a call on 4-5-17 from [redacted] about some suspension noise and reached out to the insurance companies involved for further resolution this same day. On 4-19-17 Todd the pemco agent requested documentation of the suspension estimate provided from customer from les schwab. Pemco issued payment direct to customers for the suspension resolution.   I received this email   From: [redacted] [mailto:[redacted]@gmail.com] Sent: Wednesday, April 26, 2017 8:21 AM To: [redacted] O[redacted] <[redacted]@salatinos.com> Subject: Re: Amounts due upon pick up   Hi [redacted], 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 2 weeks since [redacted] and I came in an addressed these issues I know [redacted] gave you a follow up phone call last week and has yet to hear back from you nor have I. I 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,   [redacted]    the following response email was sent on  4-27-2017   “The vehicle was parked in our show room and was delivered and accepted on 3-30-2017. There was a conversation had with [redacted] 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 it. The vehicle was then brought in by both of you on 4-11-17 almost two weeks later. At this time is when the concerns discussed as well as some other concerns. You 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 delivery. I have also received a call from a credit union advising that you are interested in resending funds for payment on your hood upgrade. We have been more than willing to work with you folks through this situation. I 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 of. Thank 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 issues. At Salatino’s collision customer service and top notch repairs is why we are highly recommended and why we strive for perfection. If any further information is needed we have more documentation if need. thank you       
[redacted] Salatino's Collision Center Manager/Collision Estimator Phone 253-472-2002 Fax 253-472-6538 Email [redacted]@salatinos.com