Sam's Automotive Reconditioning Center

[redacted] vehicle was towed in on Feb1st as an [redacted] claimOne week later on Feb8th [redacted] the son came by the shop to take out some personal items and at that time he signed a repair order(signature on file) authorizing us to repair the vehicleAs is standard practice we explained what he was signing (responsible for payment, restocking fee, storage and other legal fees) and that as a preferred shop for [redacted] we would begin repairs once we received an assignment confirming coverage [redacted] said that he would call back with a claim numberThat never happened and [redacted] doesn't send an assignment unless a claim has been filed by the customerThe paperwork was then pulled March 31st by [redacted] (Owner and person that handles the [redacted] account) and he called and talked to the mother, [redacted] He explained to her that no one ever called back with a claim number and she was totally surprised by thatShe called [redacted] that same day and called [redacted] back with that claim numberThe next day, April 1st, [redacted] called [redacted] to get an assignment which is standard procedure but was told that the customer had liability only and no collision coverage and that [redacted] would no longer be involved in the process [redacted] was also surprised that the vehicle had sat on the lot that long but that it was the customer's responsibility to file a timely claim [redacted] had told [redacted] that there were storage charges accumulating since Feb1st @ $20/day (per the signed repair order)The [redacted] rep said they would call the customer and inform them of no collision coverage and that storage charges are and acceptable procedure when the vehicle is not repairedOn April 4th [redacted] called and talked to [redacted] and informed him that [redacted] confirmed there was no coverage [redacted] was upset that we were charging for storage when he had no prior knowledge [redacted] reminded him that he was the one that had the car towed to Sam's and that his son signed the repair order and that it was his responsibility to call us back with a claim numberAll of this was explained to the son when he signed the repair orderThis is when [redacted] became aggressive on the phone saying, “Sam's needs to waive the storage charges” and “you'll be hearing from my attorney” [redacted] told him “That's fine [redacted] , I will wait to hear from your attorney” and “we have a signed repair order at which time full disclosure was given” [redacted] called back the same day and talked to the receptionist [redacted] relayed a message through the receptionist to tell the customer we would waive the $1,storage charge and only charge an administrative fee of $if he removed his car by the next day [redacted] back on April 5th telling the receptionist that he was on his way at which time the receptionist said that the $would need to be in cashMinutes later the receptionist ask [redacted] why only cash and he told her because the day before he was an obnoxious jerk and used threatening and aggressive language on the phoneAs it turned out [redacted] was in the lobby and overheard all of this and at which time he came to the front counter and acknowledged who he was and proclaimed in front of the receptionist and A/P clerk (both females) that he was not a jerk and was going to “ [redacted] ***' [redacted] ***” [redacted] was on the other side of the wall and immediately came to the counter and told [redacted] that he needed to calm down and requested that they go outside away from the office staff to discuss further and reduce any tension [redacted] declined [redacted] explained that we were giving him the benefit of the doubt by waiving the storage charges and that things could have gone a lot better but reiterated that [redacted] had to take responsibility and should have followed up a lot sooner with a claim number [redacted] provided [redacted] with an itemized estimate of repair and offered to go over it but [redacted] declinedWe think we were more than fair in waiving all but $for keeping his car safe for over two months and feel there was nothing else we could have done to prevent this unfortunate situation

Complaint: [redacted] I am rejecting this response because:The details of the business interaction (given by Sam's) are not accurate or truthful - I was never, at any point, told to call back or provide a claim number I was told that [redacted] was the person that handled [redacted] claims, and he was handling the claim...and communicating with the [redacted] claims representative - I was never (on the phone, or in person) aggressive, disrespectful, or unkind Unlike [redacted] , who was very aggressive and disrespectful both on the phone and in person He treated me like I was nothing, and acted as if he was above me I was very offended, humiliated, and felt like my safety was threatened - I didn't receive a damage estimate until I picked up the vehicle Sam's obviously didn't do what a body shop should do...provide an estimate in a timely manner Also, no one offered to go over the estimate with me - I never said "I would [redacted] anyone' [redacted] ***" I have never said that to anyone in my entire life [redacted] told me that we should go outside so he could do that to me I was completely shocked and surprised that a business owner would act that way I felt threatened, offended, and very uncomfortable Like I said, the response from Sam's is full of inaccuracies (lies) about the situation and about me Therefore, I am not accepting their response Sam's needs to accept responsibility for the way this transaction transpired I will accept nothing less than a $refund, and an apology from [redacted] Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I do not appreciate the fact that I am being made out to be the person in the wrong in this situation Like I mentioned before, [redacted] called me a " [redacted] " and an " [redacted] ", twice He was speaking to an employee when I first heard him talking about me and calling me the totally inappropriate names Then, when I approached the counter, I identified myself and informed him I was there to pick up the car, he was very confrontational and seemed upset He originally thought that I was my son, and he stated that your Dad is a real " [redacted] " He just called here, and he was a compete " [redacted] " I informed him that I was actually the person he was referring to...very unprofessionally and rudely He proceeded to repeat himself...again...calling me the names very confrontationally as he aggressively approached me at the counter He then came around the counter in a very aggressive manner, and told me to "go outside so we could handle this man to man" I did not choose to "fight" him like he wanted I have never been treated so unprofessionally and rudely in a place of business I felt completely disrespected and humiliated Not only did he swear directly at me, he aplso spoke rudely and disrespectfully about me to all of his employees, and to my son (when he assumed it was my son picking up the car) I don't think there is any reason or excuse to talk to/about your customers like he did in this situation.I will admit that I was shocked and quite upset when I found out about the $in storage charges from my insurance adjuster...which was the first time I heard anything about storage charges by the way I think anyone that is told they owe $(for something they had no idea it was even a possibility), they would be upset and shocked I never treated anyone at Sam's with disrespect...which is something that definitely cannot be said about the way I was treated This was the first time my teenage son has been in an accident So he obviously didn't know how the whole process of getting a car repaired works It seems like the repair shop should explain the process to someone that obviously didn't know what to do or expect I feel like Sam's did not do what they should've done in this case If they would've done what they should, we never would've had an issue with a storage fee So that is why I am asking for a refund...because they didn't properly inform my son or myself of the possibility of storage fees I think it is obvious why I am also asking for a personal apology from [redacted] .- [redacted] Sincerely, [redacted]

Sorry but we have nothing new to add to our previous two responsesWe've already addressed all the points of the complaintThe customer's claims against the owner is not what happened according to the ownerThe owner said that he did not curse at the customerWe dropped the charges from $to $There's nothing else left for us to do

Complaint: ***
I am rejecting this response because:
I do not appreciate the fact that I am being made out to be the person in the wrong in this situation Like I mentioned before, *** *** called me a "***" and an "***", twice He was speaking to an employee when I first heard him talking about me and calling me the totally inappropriate names Then, when I approached the counter, I identified myself and informed him I was there to pick up the car, he was very confrontational and seemed upset He originally thought that I was my son, and he stated that your Dad is a real "***" He just called here, and he was a compete "***" I informed him that I was actually the person he was referring to...very unprofessionally and rudely He proceeded to repeat himself...again...calling me the names very confrontationally as he aggressively approached me at the counter He then came around the counter in a very aggressive manner, and told me to "go outside so we could handle this man to man" I did not choose to "fight" him like he wanted I have never been treated so unprofessionally and rudely in a place of business I felt completely disrespected and humiliated Not only did he swear directly at me, he aplso spoke rudely and disrespectfully about me to all of his employees, and to my son (when he assumed it was my son picking up the car) I don't think there is any reason or excuse to talk to/about your customers like he did in this situation.I will admit that I was shocked and quite upset when I found out about the $in storage charges from my insurance adjuster...which was the first time I heard anything about storage charges by the way I think anyone that is told they owe $(for something they had no idea it was even a possibility), they would be upset and shocked I never treated anyone at Sam's with disrespect...which is something that definitely cannot be said about the way I was treated This was the first time my teenage son has been in an accident So he obviously didn't know how the whole process of getting a car repaired works It seems like the repair shop should explain the process to someone that obviously didn't know what to do or expect I feel like Sam's did not do what they should've done in this case If they would've done what they should, we never would've had an issue with a storage fee So that is why I am asking for a refund...because they didn't properly inform my son or myself of the possibility of storage fees I think it is obvious why I am also asking for a personal apology from *** ***.- *** *** Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The details of the business interaction (given by Sam's) are not accurate or truthful - I was never, at any point, told to call back or provide a claim number I was told that *** was the person that handled *** claims, and he was handling the claim...and communicating with the *** claims representative - I was never (on the phone, or in person) aggressive, disrespectful, or unkind Unlike *** ***, who was very aggressive and disrespectful both on the phone and in person He treated me like I was nothing, and acted as if he was above me I was very offended, humiliated, and felt like my safety was threatened - I didn't receive a damage estimate until I picked up the vehicle Sam's obviously didn't do what a body shop should do...provide an estimate in a timely manner Also, no one offered to go over the estimate with me - I never said "I would *** anyone'* ***" I have never said that to anyone in my entire life *** *** told me that we should go outside so he could do that to me I was completely shocked and surprised that a business owner would act that way I felt threatened, offended, and very uncomfortable Like I said, the response from Sam's is full of inaccuracies (lies) about the situation and about me Therefore, I am not accepting their response Sam's needs to accept responsibility for the way this transaction transpired I will accept nothing less than a $refund, and an apology from *** ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I am not going to let this go until I receive a $refund and a personal apology from *** ***, period He did swear at me...and challenged me to a fight I understand that his employees are going to support his version of the situation If I had a boss that treated someone the way he treated me, I would be afraid to say anything that might upset him In this case, unfortunately, the employees will not admit the truth He treated me with a total disregard for respect and dignity...and he humiliated me intentionally No one deserves to be treated the way I was treated Also, Sam's did not do their due diligence in the situation They did not explain the process, or mention anything about storage fees to a naive teenager who had never been in an accident before If this method of trying to reach a resolution does not produce the result that is fair and deserved (a refund and an apology), then I am prepared to take the next step to resolve the issue Sincerely,
*** ***

*** *** *** vehicle was towed in on Feb1st as an *** claimOne week later on Feb8th *** the son came by the shop to take out some personal items and at that time he signed a repair order(signature on file) authorizing us to repair the vehicleAs is standard practice we
explained what he was signing (responsible for payment, restocking fee, storage and other legal fees) and that as a preferred shop for *** we would begin repairs once we received an assignment confirming coverage*** said that he would call back with a claim numberThat never happened and *** doesn't send an assignment unless a claim has been filed by the customerThe paperwork was then pulled March 31st by *** *** (Owner and person that handles the *** account) and he called and talked to the mother, *** ***He explained to her that no one ever called back with a claim number and she was totally surprised by thatShe called *** that same day and called *** back with that claim numberThe next day, April 1st, *** called *** to get an assignment which is standard procedure but was told that the customer had liability only and no collision coverage and that *** would no longer be involved in the process*** was also surprised that the vehicle had sat on the lot that long but that it was the customer's responsibility to file a timely claim*** had told *** that there were storage charges accumulating since Feb1st @ $20/day (per the signed repair order)The *** rep said they would call the customer and inform them of no collision coverage and that storage charges are and acceptable procedure when the vehicle is not repairedOn April 4th *** called and talked to *** and informed him that *** confirmed there was no coverage*** was upset that we were charging for storage when he had no prior knowledge*** reminded him that he was the one that had the car towed to Sam's and that his son signed the repair order and that it was his responsibility to call us back with a claim numberAll of this was explained to the son when he signed the repair orderThis is when *** became aggressive on the phone saying, “Sam's needs to waive the storage charges” and “you'll be hearing from my attorney”*** told him “That's fine *** ***, I will wait to hear from your attorney” and “we have a signed repair order at which time full disclosure was given”*** called back the same day and talked to the receptionist*** relayed a message through the receptionist to tell the customer we would waive the $1,storage charge and only charge an administrative fee of $if he removed his car by the next day*** *** back on April 5th telling the receptionist that he was on his way at which time the receptionist said that the $would need to be in cashMinutes later the receptionist ask *** why only cash and he told her because the day before he was an obnoxious jerk and used threatening and aggressive language on the phoneAs it turned out *** was in the lobby and overheard all of this and at which time he came to the front counter and acknowledged who he was and proclaimed in front of the receptionist and A/P clerk (both females) that he was not a jerk and was going to “*** ***'* ***”*** was on the other side of the wall and immediately came to the counter and told *** that he needed to calm down and requested that they go outside away from the office staff to discuss further and reduce any tension*** declined*** explained that we were giving him the benefit of the doubt by waiving the storage charges and that things could have gone a lot better but reiterated that *** had to take responsibility and should have followed up a lot sooner with a claim number*** provided *** with an itemized estimate of repair and offered to go over it but *** declinedWe think we were more than fair in waiving all but $for keeping his car safe for over two months and feel there was nothing else we could have done to prevent this unfortunate situation

We've already addressed every point of the complaint and we only have this to addWe have office staff that witnessed the customer's actions at the front counter and the receptionist can verify his rude attitude on the phoneWe reduced the storage charges from $1,to only $which was more than fairThe customer's son was told to call us with a claim number and that didn't happen. That is the customer's responsibility not Sam's