Scott's Coach Works, Inc.

We are sorry that Ms. [redacted] experience with Scott’s Coach Works has been less than 100% satisfactory.  We work hard to try to make each and every customer’s experience with our business a positive one and regret that Ms. [redacted] is not satisfied.Ms. [redacted] vehicle arrived at our shop...

originally on November 9, 2015.  Allstate, the insurance company involved, deemed that the damage was so extensive that the car was a total loss on November 18th.  Ms. [redacted] chose to keep the car, negotiated with Allstate and took it to another body shop to have it repaired.  She became unhappy with the work being performed at the other body shop and brought the car back to Scott’s Coach Works to be repaired on December 11, 2015 as a “customer pay” repair.  The repair was done and Ms. [redacted] picked up her car on January 29, 2016.On Saturday, January 30th, we received an email from Ms. [redacted] with a list of 14 items that she found unacceptable. On February 2nd, we received a second email from Ms. [redacted] with 6 additional items that were unsatisfactory to her.Our Manager met with Ms. [redacted] and assured her we stood behind our work and were willing to resolve the issues.  An appointment was scheduled for her to bring her car back to us on March 7th.  We obtained a rental car at our expense, including a portable GPS as requested, for Ms. [redacted] use while we addressed her concerns with the repair.  Ms. [redacted] picked up her car on March 11th.  Our Manager reviewed her written list of issues with her and she was not satisfied with some of the items.  On March 21st, we received another email from Ms. [redacted] which she indicated that she was following up on issues that she was not satisfied with or were incomplete from her list.We scheduled another appointment for Ms. [redacted] to bring her car back in for the follow up items on April 11th.  Again, we obtained a rental car at our expense for her use while we addressed her concerns.  Ms. [redacted] had a written list of issues, some from the first list that were not satisfactory to her and some new.   Our Manager reviewed the list with her when she picked up her car on April 18th.  One part, a dome light dimmer switch had not been received at the time she got her car back.  That part has now been received and we are willing to install it for her.  On April 22nd, we received another email in which she indicated that she had 3 remaining issues, one of which is the dome light dimmer switch that were still unacceptable to her.  She further indicated “Anyway, Scotts Coach Works has been given more than enough time and chances by me to get it right, I no longer trust any of you from Scotts Coach Works to touch my car, it’s like leaving your child with a known child molester…..They can’t be trusted, you all can’t be trusted with my car out of my presence.”  She indicated she was going to go to another body shop and tell them to supplement the cost to us to get her car fixed to her satisfaction.  We at Scott’s Coach Works stand behind our work and warranty.  However, our warranty does not include paying for others to do work on a vehicle we repaired.  We have worked diligently to satisfy Ms. [redacted] list of issues.  Her vehicle is a 2007 and some of the items she is asking us to fix are simply not accident related, they are normal wear and tear.  An example of one item is the fact the the “N” for the neutral position is wearing off.  We have fixed numerous items over and above the collision damage in any effort to appease Ms. [redacted].  At this point in time, she still owes us $233.10 that Allstate insurance sent to her that was for part of her repair.  We would be happy to install the dome light dimmer switch that we now have in stock.

Hi.First off, based on Scott's Coach Works being one of two Mercedes Benz certified collision centers in AZ,also through Scott's Coach Works own confident assuredness and advertising of their own ability to hold these high standards, ensuring the public can trust Scott's Coach Works can perform top quality repairs on one's car, in addition to being listed as an approved high quality independent bodyshop and personally assuring me they could/would completely repair my car...NEVER ONCE DID ANYONE FROM SCOTT'S COACH WORKS INFORM ME, OR ALLSTATE INSURANCE COMPANY, MY CAR COULD NOT BE REPAIRED/RESTORED BACK TO THE CONDITION MY CAR WAS IN BEFORE MY CAR WAS WRECKED....Not on November 9th, 2015, nor when I brought my car back to Scott's Coach Works on December 11th, 2015.  If anyone would have known, just how extensive damage to a car is and what or what cannot be repaired it would be a collision center...So now why (after all of this time) is Scott's Coach Works trying to use the original damage to my car as an excuse as to why they did shoddy repairs?If Scott's Coach Works had taken the repairs to my car seriously, it wouldn't have gone this far.  As far as my car being a 2007, Mr. S[redacted] and Mr. M[redacted] both said my car is in really good shape, my own insurance agent said I have a car that is highly sought after based on the great shape my car is in, Allstate Insurance Company, actually paid me above the fair market value, based on the impeccable shape my car is in!

Again, we are sorry that Ms. [redacted] experience with Scott’s Coach Works has been less than 100% satisfactory.  We work hard to try to make each and every customer’s experience with our business a positive one and regret that Ms. [redacted] is not satisfied. As it is our commitment to bring Ms. [redacted] vehicle back to its pre-accident condition, our Manager and Owner met with Ms. [redacted] to assure her that we will stand behind our work and are willing to resolve the issues.  Ms. [redacted] is the one that has stated that she is unwilling to work with us. Scott’s Coach Works has gone above and beyond for Ms. [redacted], fixing wear and tear items not related to the accident at our own expense.  An example of this is the dome light dimmer switch that we now have in stock and would be happy to install. We at Scott’s Coach Works will stand behind our work and warranty.  However, our warranty does not include paying other body shops to do work on a vehicle we repaired.  At this point in time, Ms. [redacted] still owes us $233.10 that Allstate insurance sent to her that was for part of her additional unrelated repair on the rear bumper and $203.08 for a hood vent grill that she asked us to order and replace as a customer pay item. We agreed to install the hood vent grill at no charge so that balance owing on that is only the part and tax.  The total owing at this time is $436.18.  If there is anything Scott’s Coach Works can do to help assist Ms. [redacted], we are more than willing to work with her but she must be willing to work with us in order for us to address her concerns.

Again, we are sorry that Ms. [redacted] experience with Scott’s Coach Works has been less than 100% satisfactory.  We work hard to try to make each and every customer’s experience with our business a positive one and regret that Ms. [redacted] is not satisfied.
As it is our commitment to bring Ms. [redacted] vehicle back to its pre-accident condition, our Manager and Owner met with Ms. [redacted] to assure her that we will stand behind our work and are willing to resolve the issues.  Ms. [redacted] is the one that has stated that she is unwilling to work with us.
Scott’s Coach Works has gone above and beyond for Ms. [redacted], fixing wear and tear items not related to the accident at our own expense.  An example of this is the dome light dimmer switch that we now have in stock and would be happy to install.
We at Scott’s Coach Works will stand behind our work and warranty.  However, our warranty does not include paying other body shops to do work on a vehicle we repaired.  At this point in time, Ms. [redacted] still owes us $233.10 that Allstate insurance sent to her that was for part of her additional unrelated repair on the rear bumper and $203.08 for a hood vent grill that she asked us to order and replace as a customer pay item. We agreed to install the hood vent grill at no charge so that balance owing on that is only the part and tax.  The total owing at this time is $436.18.  If there is anything Scott’s Coach Works can do to help assist Ms. [redacted], we are more than willing to work with her but she must be willing to work with us in order for us to address her concerns.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may...

update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

The customer requested her vehicle be towed out of an [redacted] repair facility and towed to [redacted]’s Coach Works. We received Ms. [redacted]’s 2007 Lexus IS350 at approximately 10:45am on 10/8/2013. After the vehicle was torn down for repairs a supplement was written and submitted...

to [redacted] Insurance on 10/10/2013, we did not receive supplemental approval from [redacted] until 10/17, so we were unable to work on the vehicle during this time. After receiving approval from [redacted] we proceeded with repairs as approved by the insurance company, during the course of repairs the technician found unrelated-prior damage at the back of left fender, we repaired this as well as blended the paint into the front door as necessary for a proper finish at no additional charge to the customer or the insurance. After the body repairs were made the vehicle was taken to the [redacted] for suspension and alignment service, the vehicle was at the dealership for 5 days for repairs (10/21 – 10/25). The vehicle was completed, and the customer took delivery of her vehicle from the Service Writer [redacted] on 10/30/2013.

The customer returned with her vehicle on 12/6/2013, we took the vehicle along with the customer for a test drive and could not find anything wrong with the alignment from the Lexus dealership, we also have their

spec sheet showing it is in alignment, we found and corrected problem with the vehicle’s keyless entry system and ordered a new Left Headlamp Assembly. The dealership exchanged the second headlamp assembly under warranty when they determined that the first headlamp assembly they sold us had a bad ballast. We received the replacement headlamp on 12/7, but as the customer states she was dealing with family issues and was not able to return immediately. We offer to all of our customers that we can pick up and drop off their vehicle or set them up in a free rental car, especially if a situation arises that they need to bring their vehicle back to the shop; this was offered to Ms. [redacted] as well, however she stated that she had Fridays off and would bring the vehicle in herself. When she brought the vehicle in on 12/30/2013 for the headlamp replacement we put Ms. [redacted] in an Enterprise rental vehicle at no charge to her. 

The significant other called the owner, [redacted]i, on 12/31/2013 as he was walking out the door but he took the call anyway. [redacted] was under the impression that [redacted] had already spoken to the customer and

explained that all of the accident related concerns had been addressed so after going on for several minutes [redacted] told him he was on his way out the door and asked him to get to the point, at which point the significant other hung up on the owner. When the customer and her significant other picked up the vehicle on 12/31/2013, [redacted] reviewed the vehicle and what was done to correct the issues with both of them. The customer and her significant other had reported that there was an issue with the right headlamp flickering as well that was related to the loss, we tried both times the vehicle was in our possession to duplicate

this problem and could not. The damage was to the left side of the vehicle and since we were unable to find a problem with the right headlamp we could not fix it and it is not likely the insurance company would pay for anything since we could not prove any damage; [redacted] explained this to the customer at pick up and offered to submit a supplement to the insurance company any way and see if we could get if covered. The significant other said he would handle this himself, [redacted] told him if they could get [redacted] to cover a new right headlamp we would be happy to install it for them, the significant other declined stating that he is

done with [redacted]’s Coach Works.

Extremely disappointed with my experience with Scott's Coach Works from my repair that was completed on 5/27/2016. While the repair was completed to my satisfaction I incurred additional charges over and above my deductible which resulted in my poor experience with this company and the hassle. I ended up paying extra fees on my repair due the company holding my car for a pending payment from my insurance company for $47. This was unacceptable. I then I had to deal with insurance company and Scott's Coach Work's to determine what we needed to do to get the car back. I ended paying additional dollars out of pocket for a company used prior for a $12,000 repair on a $8,000 car.

Hi.
First off, based on Scott's Coach Works being one of two Mercedes Benz certified collision centers in AZ,also through Scott's Coach Works own confident assuredness and advertising of their own ability to hold these high standards, ensuring the public can trust Scott's Coach Works can perform top quality repairs on one's car, in addition to being listed as an approved high quality independent bodyshop and personally assuring me they could/would completely repair my car...NEVER ONCE DID ANYONE FROM SCOTT'S COACH WORKS INFORM ME, OR ALLSTATE INSURANCE COMPANY, MY CAR COULD NOT BE REPAIRED/RESTORED BACK TO THE CONDITION MY CAR WAS IN BEFORE MY CAR WAS WRECKED....Not on November 9th, 2015, nor when I brought my car back to Scott's Coach Works on December 11th, 2015.  
If anyone would have known, just how extensive damage to a car is and what or what cannot be repaired it would be a collision center...So now why (after all of this time) is Scott's Coach Works trying to use the original damage to my car as an excuse as to why they did shoddy repairs?
If Scott's Coach Works had taken the repairs to my car seriously, it wouldn't have gone this far.  
As far as my car being a 2007, Mr. S[redacted] and Mr. M[redacted] both said my car is in really good shape, my own insurance agent said I have a car that is highly sought after based on the great shape my car is in, Allstate Insurance Company, actually paid me above the fair market value, based on the impeccable shape my car is in!

Have Contacted [redacted] Scott's coach Works Inc. we have decided to pay for the seat replacement. she is scheduled in with the top shop to have the repairs done.

We are sorry that Ms. [redacted] experience with Scott’s Coach Works has been less than 100% satisfactory.  We work hard to try to make each and every customer’s experience with our business a positive one and regret that Ms. [redacted] is not...

satisfied.Ms. [redacted] vehicle arrived at our shop originally on November 9, 2015.  Allstate, the insurance company involved, deemed that the damage was so extensive that the car was a total loss on November 18th.  Ms. [redacted] chose to keep the car, negotiated with Allstate and took it to another body shop to have it repaired.  She became unhappy with the work being performed at the other body shop and brought the car back to Scott’s Coach Works to be repaired on December 11, 2015 as a “customer pay” repair.  The repair was done and Ms. [redacted] picked up her car on January 29, 2016.On Saturday, January 30th, we received an email from Ms. [redacted] with a list of 14 items that she found unacceptable. On February 2nd, we received a second email from Ms. [redacted] with 6 additional items that were unsatisfactory to her.Our Manager met with Ms. [redacted] and assured her we stood behind our work and were willing to resolve the issues.  An appointment was scheduled for her to bring her car back to us on March 7th.  We obtained a rental car at our expense, including a portable GPS as requested, for Ms. [redacted] use while we addressed her concerns with the repair.  Ms. [redacted] picked up her car on March 11th.  Our Manager reviewed her written list of issues with her and she was not satisfied with some of the items.  On March 21st, we received another email from Ms. [redacted] which she indicated that she was following up on issues that she was not satisfied with or were incomplete from her list.We scheduled another appointment for Ms. [redacted] to bring her car back in for the follow up items on April 11th.  Again, we obtained a rental car at our expense for her use while we addressed her concerns.  Ms. [redacted] had a written list of issues, some from the first list that were not satisfactory to her and some new.   Our Manager reviewed the list with her when she picked up her car on April 18th.  One part, a dome light dimmer switch had not been received at the time she got her car back.  That part has now been received and we are willing to install it for her.  On April 22nd, we received another email in which she indicated that she had 3 remaining issues, one of which is the dome light dimmer switch that were still unacceptable to her.  She further indicated “Anyway, Scotts Coach Works has been given more than enough time and chances by me to get it right, I no longer trust any of you from Scotts Coach Works to touch my car, it’s like leaving your child with a known child molester…..They can’t be trusted, you all can’t be trusted with my car out of my presence.”  She indicated she was going to go to another body shop and tell them to supplement the cost to us to get her car fixed to her satisfaction.  We at Scott’s Coach Works stand behind our work and warranty.  However, our warranty does not include paying for others to do work on a vehicle we repaired.  We have worked diligently to satisfy Ms. [redacted] list of issues.  Her vehicle is a 2007 and some of the items she is asking us to fix are simply not accident related, they are normal wear and tear.  An example of one item is the fact the the “N” for the neutral position is wearing off.  We have fixed numerous items over and above the collision damage in any effort to appease Ms. [redacted].  At this point in time, she still owes us $233.10 that Allstate insurance sent to her that was for part of her repair.  We would be happy to install the dome light dimmer switch that we now have in stock.

I have reviewed the 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.

Due to previous repairs on my vehicle I was familiar with [redacted] Coach Works so on  10/7/2013 I contacted them and spoke with [redacted] (Mgr).  On my last experience with them I was pleased for the most part but repairs took longer than I was told.  [redacted] assured me that repairs would be done in a timely fashion. After my conversion I submitted a fax authorizing them to work on my vehicle and gave [redacted] permission to speak to my significant other [redacted], to ensure all repairs would be done properly.  On 10/30/13 we went to pick the vehicle up and after leaving we noticed the windows were inoperable.  We went back to the body shop where [redacted] had to reprogram the keyless entry system.  After having the vehicle for a few days I noticed the vehicle was pulling to the right.  [redacted] also noticed that the headlights weren't working properly.  At times the passenger light would come on and driver side wouldn't and at other times it was vise versa.  We also noticed the keyless entry sensor on the driver side was not functioning.  On 10/8/13 I took the vehicle in and [redacted] took me for a test drive and said there was nothing wrong with the alignment and said some streets are concave and there would be a slight pull.  He also tested the lights twice and they came on both times and said that he couldn't fix something that he couldn't see.  I tried explaining that the lights sometimes come on and sometimes don't.  He responded by saying to bring the vehicle in when the problem was occurring.  At this point I felt he wasn't really trying to assist me or resolve the ongoing issue with the vehicle so I left without addressing the driver side keyless entry not functioning.  I made another attempt to address the driver side keyless entry issue with [redacted] via telephone where he told me to take the vehicle in to a Lexus dealer to reprogram the system.  At this point due to my mothers illness I was no longer able to deal with this and asked [redacted] to please handle this for me.  Due to the explanation I was given by [redacted] regarding the alignment we took the vehicle into Arrowhead Lexus ourselves since that's who performed the alignment for the body shop and dealt with Tom (service).  Arrowhead Lexus noticed that adjustments needed to be made and kept the vehicle for further alignment adjustment.  After receiving the vehicle back from Arrowhead Lexus [redacted] contacted [redacted] (owner) regarding our issues and was assured by [redacted] that he would address the issues directly to get them resolved once and for all if we would bring the car back into them.  [redacted] explained to [redacted] that I was back and forth from Goodyear to Yuma due to my mother battling cancer and that I would bring the vehicle in first chance I got.  On 12/6/13 I took the vehicle in and spoke to [redacted].  [redacted] and I went for a test drive to try and recreate the noise that I assumed was normal that [redacted] explained to me was not, but [redacted] couldn't duplicate the noise.  In regards to the headlights [redacted] explained that he believed it might be the ballast and therefor would order a new one that day and it would be there the following Monday.  He assured both [redacted] and myself that they would pick up the vehicle from my place of employment on Monday 12/9/13.  I didn't receive a call until 12/11/13 from [redacted] notifying me the part was in and that I can take the vehicle in to get the driver side headlight replaced as I waited.  I informed him at this time that I was in Yuma due to my mothers passing.  This was not the agreement that [redacted] had received from [redacted] so [redacted] contacted [redacted] to hold him to his word.  [redacted] then offered me a rental once I was available to bring my vehicle in and that I would have my vehicle back the same day.  Due to the holidays we weren't able to bring it in till 12/30/13 where they replaced the faulty driver side headlamp and repaired the driver side keyless entry but the vehicle was not ready till the following day. Before picking up the vehicle on 12/31/13 [redacted] contacted [redacted] to assure that all repairs that needed to be made were made and done properly as to avoid having to go back but [redacted] interrupted him stating that he was in a hurry and to "get to the point" at which time [redacted] ended the call.  We took possession of the vehicle a few hours later and spoke with [redacted].  [redacted] questioned why the passenger side headlight was not replaced or repaired due to it not functioning properly and the crack in the lens that was pointed out to him when the vehicle was initially dropped off at which point [redacted] stated that he didn't feel it was part of the loss.  [redacted] then explained to him that both headlights were working properly and that the passenger side headlight did not have a crack prior to the accident.   At this point my vehicle still makes noise on sharp left turns at slow speed and has headlights that sometimes function and sometimes don't (see attachments) so we are not pleased with the work done by [redacted] Coach Works or their inaccurate statement of the facts in their response.  Our wishes are to have the vehicle repaired by a reputable certified body shop that [redacted] Coach Works should be held financially responsible for.  

Regards,

TOTALLY AWESOME!!! Ron and the ENTIRE staff were extremely professional, courteous and caring. I brought my 2005 Lexus RX330 Thundercloud Edition in for accident repairs and they went out of their way to make this experience as easy, convenient and pleasant, they are the BEST of the BEST! They repaired my vehicle and it looks better than new! Even the smallest details were taken care of, they even detailed my entire vehicle. In 2011, I brought my 2004 Lexus RX330 in for extensive accident repairs. They performed and completed all repairs in an amazing fashion. My vehicle looked better than new, I could not tell it had ever been damaged or repainted! Truly Outstanding! This is the ONLY place to go! I highly recommend anybody looking to repair their vehicle, to better than new, after an accident to use Scotts Coach Works!!! Thanks, Ken

Review: Scott’s Coach Works was recommended to me by my [redacted] dealer. Apparently they are plugged in with all the high-end car dealerships. As a result, I found their “could care less” attitude very evident as they receive their fair share of referrals.

Last month I was rear-ended and had SCW do the repair job. My Lexus LS430, with fewer than 50K miles and in pristine condition was in their shop for a total of 4 weeks. After 3 weeks when they returned the car to my dealer, I noticed one rear taillight was still cracked, and to my HORROR, found the leather in my back seat ripped in several spots. I also noticed dirt marks left behind by the workers in my back seat. When I called Ron at SCW, about the holes in my leather, he immediately responded saying they weren’t there before. I agreed with him and said that they are now. I also asked why workers were even in my back seat to which he responded they were detailing my car, as they do with all cars. Obviously, they need to learn a thing or two about detailing. In addition to the dirt marks in the back seat, there was a grease stain on the driver’s side speaker, a stain on the front passenger floor mat, and a stain in the trunk mat, none of which was previously there. Ron agreed to have the car come back for the taillight, evaluation of the leather and further cleaning. After evaluating the leather, Ron refused to take responsibility even though it happened while the car was under their care with workers in and out of my car. His response was that the leather was dry rotted in an area that appeared to have residue from a previous spill. Mind you, nobody has ever ridden in my back seat and it was as pristine as the rest of my interior.

I had called and left word for JP the Manager to escalate for resolution, but never received a call back. Instead Ron questioned why I would even call him since JP had no involvement in the care of my car. Bottom line, their excuse for the ripped leather was that it was COINCIDENTAL that it happened while it was in their shop and it would have happened sooner or later and they will not pay for any repairs. BTW, their work order for the car was almost $7300 (pretty outrageous and gauged insurance) – but they would not cover a $400 leather repair to keep their name clean, nor did all the spots get removed when returned for further detailing.

In reading other Yelp reviews and Revdex.com complaints against SCW, this isn’t the first time a car incurred additional damages while under their shop’s care. It is obvious that they have no regard for your vehicle and lack integrity and professionalism.Desired Settlement: $400 for repair of damaged leather while in their shop.

Business

Response:

Have Contacted [redacted] Scott's coach Works Inc. we have decided to pay for the seat replacement. she is scheduled in with the top shop to have the repairs done.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Taking a $60,000 luxury vehicle (BMW X5) to a body shop and receiving mediocre work while incurring additional damages while under the shop’s care is the last thing I expected when choosing Scott’s Coach Works after my car was rear-ended, especially after having a friend recommend the place and also reading other positive reviews online.

My service advisor, [redacted], was very unprofessional to say the least. When he first called me and said my car was ready for pick-up, I was excited and couldn’t wait to return my rental car! When I arrived at the shop and looked over their repair work I immediately noticed numerous runs in the paint on the right side of the new bumper. I was in shock… it was like someone that had never painted a car did the work. I pointed this out to [redacted] and he acted like he had never witnessed this poor quality of work before. I continued to look over the vehicle and noticed additional damage to my front bumper and side mirror that was not originally there when I dropped the car off. [redacted] said that he would look into the additional damage and get back to me.

The shop agreed to repaint the rear bumper and repair the other spots I had found. They called me a few days after telling me that all the repairs were finished. When I arrived for the second time I immediately noticed a raised bump on the rear bumper. [redacted], the GM, took a look and confirmed that the raised bump was not acceptable. I also pointed out again that the damage on the front bumper and mirror were not taken care of. He said that they were not sure this damage on the front bumper and mirror was their fault. Afterwards, he took a look through previous pictures of the car when it was brought in and verified the additional damage was not there before. He said that they’d fix it. It was also during this visit where I noticed a Volvo SUV parked in their garage with a large box and equipment stacked right up next to it, touching the entire side of the car. It is no wonder additional damage to vehicles is occurring if this is how they treat their customers' cars.

When I returned to the shop for the third time it was hard to get a good look because it was dark (5:30pm) and they had my car parked outside. The rear bumper looked better but I noticed that the damages on the front bumper and mirror were not properly repaired. I should have rejected the repairs again but at this point I just wanted my car back and didn’t want to take on the risk of more damage occurring while my car sat in their shop.

At the end of all this, my conclusion is that Scott’s Coach Works is unprofessional and lied to me on several occasions. I hope others will avoid the additional stress and inconvenience by going to a different body shop. This was a very simple repair job and this shop even had the benefit of being able to order and install a brand new replacement bumper instead of repairing the original damaged bumper. I can only imagine the issues their other customers with more major repairs will have to deal with.

Will also report this to Revdex.com and Attorney General.Desired Settlement: I would like Scott's Coach works to compensate for the damages. I will get estimate from another shop + rental + my personal losses.

Business

Response:

We, along with the insurance company, worked very hard to try to resolve the customers concerns. We try to take the high-road with every customer and keep the attitude that “the customer is always right” in the case of Mr. [redacted] this included fixing Unrelated Prior Damage at no charge to the customer, taking him to a BMW dealership to show him that his bumper was correct and not notifying Enterprise Rent-A-Car that there was damage to his rental. We cannot overlook the fact that the from the initial contact this customer asked the Service Writer to “pad the insurance estimate” so he could pocket the additional money in return for Scott’s Coach Works getting the job, then when the insurance company denied unrelated parts, he became irate and belligerent, yelling at the service writer.

Before the shop owner was even aware of the Revdex.com Complaint, the customer contacted the shop owner, Scott Stroinski and they agreed that the customer would bring the vehicle back to the shop on 11/26 at 2:00pm to resolve Mr. [redacted] concerns. Mr. [redacted] called on 11/26 and said he had to reschedule. We are still waiting for the customer to bring his BMW back to the shop; however we believe we can successfully address the customers concerns, when he brings the vehicle back the shop.

Consumer

Response:

I have reviewed the 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.

Regards,

First damages that occurred on my BMW at the shop are not showing in the pictures shop took nor in the picture of the insurance adjuster has. I also have pictures I took prior and those damages are not existent. So those statements are false. Second shop did not at any point demonstrated customer service nor workmanship they so try to claim. All their three attempts to fix damage with the bumper were both visible and sharply noticeable. They were trying to do everything passable for me not to notice. Their falsified answers only further proof their lack of integrity. Third I have tried to resolve this the nice way but after their response no longer interested. And also will file lawsuit immediately.

Review: My vehicle was dropped off 10-8-13 for accident repairs. After picking the vehicle up on 10-30-13 for repairs that took longer than originally promised it was noticed that the repairs had either not been completely done or improperly performed. The shop was informed ([redacted]) & vehicle was returned same day for some repair. A few days after the repairs other issues were noticed with the vehicles performance & ability to function properly. The vehicle was taken back to the shop where I was told by [redacted] (Mgr) that he couldn't fix something he could not see so I left with the vehicle pulling to the left, headlights that would not turn on at times as well as a keyless entry system that wasn't working properly. Due to my mother suffering from cancer I was out of town quite a bit & no longer able to keep requesting time off from work to continue driving the vehicle back to the shop. After my significant other contacted [redacted] (owner) it was promised to him that they would pick up the vehicle from me at my place of employment once parts were received that they had ordered the day of my visit on 12-6-13.The vehicle was to be picked up the day after the parts had been received but it never was. On Wednesday of the following week [redacted] contacted me and said that the parts had come in & that I could come in and wait there while the repairs were made but I informed him that would not be possible due to being in Yuma for my mothers passing. After laying my mother to rest we contacted [redacted] for the 3rd time and made arrangements with him directly to resolve the issue once and for all. He promised that the vehicle would be repaired within the same day so I once again took time off of work to drop the vehicle back off to [redacted] Coach Works on the morning of 12-30-13. No one contacted us until the following morning when [redacted] called and left a message that the car was ready. My significant other contacted [redacted] directly but [redacted] stated that he was to busy to assure him that all the needed repairs had finally been properly performed.Desired Settlement: Asking to have repairs done by a qualified body shop of my choosing for which I want [redacted] Coach Works to be financially responsible for.

Business

Response:

The customer requested her vehicle be towed out of an [redacted] repair facility and towed to [redacted]’s Coach Works. We received Ms. [redacted]’s 2007 Lexus IS350 at approximately 10:45am on 10/8/2013. After the vehicle was torn down for repairs a supplement was written and submitted to [redacted] Insurance on 10/10/2013, we did not receive supplemental approval from [redacted] until 10/17, so we were unable to work on the vehicle during this time. After receiving approval from [redacted] we proceeded with repairs as approved by the insurance company, during the course of repairs the technician found unrelated-prior damage at the back of left fender, we repaired this as well as blended the paint into the front door as necessary for a proper finish at no additional charge to the customer or the insurance. After the body repairs were made the vehicle was taken to the [redacted] for suspension and alignment service, the vehicle was at the dealership for 5 days for repairs (10/21 – 10/25). The vehicle was completed, and the customer took delivery of her vehicle from the Service Writer [redacted] on 10/30/2013.

The customer returned with her vehicle on 12/6/2013, we took the vehicle along with the customer for a test drive and could not find anything wrong with the alignment from the Lexus dealership, we also have their

spec sheet showing it is in alignment, we found and corrected problem with the vehicle’s keyless entry system and ordered a new Left Headlamp Assembly. The dealership exchanged the second headlamp assembly under warranty when they determined that the first headlamp assembly they sold us had a bad ballast. We received the replacement headlamp on 12/7, but as the customer states she was dealing with family issues and was not able to return immediately. We offer to all of our customers that we can pick up and drop off their vehicle or set them up in a free rental car, especially if a situation arises that they need to bring their vehicle back to the shop; this was offered to Ms. [redacted] as well, however she stated that she had Fridays off and would bring the vehicle in herself. When she brought the vehicle in on 12/30/2013 for the headlamp replacement we put Ms. [redacted] in an Enterprise rental vehicle at no charge to her.

The significant other called the owner, [redacted]i, on 12/31/2013 as he was walking out the door but he took the call anyway. [redacted] was under the impression that [redacted] had already spoken to the customer and

explained that all of the accident related concerns had been addressed so after going on for several minutes [redacted] told him he was on his way out the door and asked him to get to the point, at which point the significant other hung up on the owner. When the customer and her significant other picked up the vehicle on 12/31/2013, [redacted] reviewed the vehicle and what was done to correct the issues with both of them. The customer and her significant other had reported that there was an issue with the right headlamp flickering as well that was related to the loss, we tried both times the vehicle was in our possession to duplicate

this problem and could not. The damage was to the left side of the vehicle and since we were unable to find a problem with the right headlamp we could not fix it and it is not likely the insurance company would pay for anything since we could not prove any damage; [redacted] explained this to the customer at pick up and offered to submit a supplement to the insurance company any way and see if we could get if covered. The significant other said he would handle this himself, [redacted] told him if they could get [redacted] to cover a new right headlamp we would be happy to install it for them, the significant other declined stating that he is

done with [redacted]’s Coach Works.

Consumer

Response:

I have reviewed the 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.

Due to previous repairs on my vehicle I was familiar with [redacted] Coach Works so on 10/7/2013 I contacted them and spoke with [redacted] (Mgr). On my last experience with them I was pleased for the most part but repairs took longer than I was told. [redacted] assured me that repairs would be done in a timely fashion. After my conversion I submitted a fax authorizing them to work on my vehicle and gave [redacted] permission to speak to my significant other [redacted], to ensure all repairs would be done properly. On 10/30/13 we went to pick the vehicle up and after leaving we noticed the windows were inoperable. We went back to the body shop where [redacted] had to reprogram the keyless entry system. After having the vehicle for a few days I noticed the vehicle was pulling to the right. [redacted] also noticed that the headlights weren't working properly. At times the passenger light would come on and driver side wouldn't and at other times it was vise versa. We also noticed the keyless entry sensor on the driver side was not functioning. On 10/8/13 I took the vehicle in and [redacted] took me for a test drive and said there was nothing wrong with the alignment and said some streets are concave and there would be a slight pull. He also tested the lights twice and they came on both times and said that he couldn't fix something that he couldn't see. I tried explaining that the lights sometimes come on and sometimes don't. He responded by saying to bring the vehicle in when the problem was occurring. At this point I felt he wasn't really trying to assist me or resolve the ongoing issue with the vehicle so I left without addressing the driver side keyless entry not functioning. I made another attempt to address the driver side keyless entry issue with [redacted] via telephone where he told me to take the vehicle in to a Lexus dealer to reprogram the system.

At this point due to my mothers illness I was no longer able to deal with this and asked [redacted] to please handle this for me. Due to the explanation I was given by [redacted] regarding the alignment we took the vehicle into Arrowhead Lexus ourselves since that's who performed the alignment for the body shop and dealt with Tom (service). Arrowhead Lexus noticed that adjustments needed to be made and kept the vehicle for further alignment adjustment. After receiving the vehicle back from Arrowhead Lexus [redacted] contacted [redacted] (owner) regarding our issues and was assured by [redacted] that he would address the issues directly to get them resolved once and for all if we would bring the car back into them. [redacted] explained to [redacted] that I was back and forth from Goodyear to Yuma due to my mother battling cancer and that I would bring the vehicle in first chance I got. On 12/6/13 I took the vehicle in and spoke to [redacted] and I went for a test drive to try and recreate the noise that I assumed was normal that [redacted] explained to me was not, but [redacted] couldn't duplicate the noise. In regards to the headlights [redacted] explained that he believed it might be the ballast and therefor would order a new one that day and it would be there the following Monday. He assured both [redacted] and myself that they would pick up the vehicle from my place of employment on Monday 12/9/13. I didn't receive a call until 12/11/13 from [redacted] notifying me the part was in and that I can take the vehicle in to get the driver side headlight replaced as I waited. I informed him at this time that I was in Yuma due to my mothers passing. This was not the agreement that [redacted] had received from [redacted] so [redacted] contacted [redacted] to hold him to his word. [redacted] then offered me a rental once I was available to bring my vehicle in and that I would have my vehicle back the same day. Due to the holidays we weren't able to bring it in till 12/30/13 where they replaced the faulty driver side headlamp and repaired the driver side keyless entry but the vehicle was not ready till the following day. Before picking up the vehicle on 12/31/13 [redacted] contacted [redacted] to assure that all repairs that needed to be made were made and done properly as to avoid having to go back but [redacted] interrupted him stating that he was in a hurry and to "get to the point" at which time [redacted] ended the call. We took possession of the vehicle a few hours later and spoke with [redacted] questioned why the passenger side headlight was not replaced or repaired due to it not functioning properly and the crack in the lens that was pointed out to him when the vehicle was initially dropped off at which point [redacted] stated that he didn't feel it was part of the loss. [redacted] then explained to him that both headlights were working properly and that the passenger side headlight did not have a crack prior to the accident.

At this point my vehicle still makes noise on sharp left turns at slow speed and has headlights that sometimes function and sometimes don't (see attachments) so we are not pleased with the work done by [redacted] Coach Works or their inaccurate statement of the facts in their response. Our wishes are to have the vehicle repaired by a reputable certified body shop that [redacted] Coach Works should be held financially responsible for.

Regards,