Customer came to pick up vehicle on 11/4/2014 at approximately 4:30 p.m. Customer came in office very upset because we didn't replace the tailgate and because of a chip in driver's rear door. I told customer the tailgate only had a 1 hour repair which was a "minor repair" and just was... scratched from the accident which we repaired per [redacted] estimate. Customer said he thought the tailgate was twisted and he wanted [redacted] to pay for a new tailgate. I told him it was a very minor repair and there was no way the tailgate could be twisted from the accident as it was minor and he became very upset about that. I offered several times to adjust the tailgate. Customer told me several times that he used to be a body man and he knew it was from the accident and also requested no bondo be placed on his vehicle. I told customer if he was a body man previously then he knew bondo had to be used to the repair besides but not tailgate. I also told customer that we give a lifetime warranty on our repairs, not to worry about the bondo. We done the repairs on the back of the vehicle per [redacted] estimate and they have photos which verify the "minor repairs." I would have offered to fix the driver's rear door, but customer was very rude and kept making threats to get his lawyer involved, even going to the point of instructing his wife to call his lawyer right then. I finally told customer that now that he wanted to get his attorney involved, that I would not be talking about the matter any further and his attorney could talk with our corporate attorney from then on. We have decided to repair the left rear door at no charge to resolve this situation. [redacted] Body Shop Manager
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We pulled in at Pioneer and the first thing we saw was the new dent in the doorWe told Mr*** about the dent and he blew up and kept saying it was not done thereWe told him that the tailgate was sticking out at the top and it looked like it was warped I asked Mr*** if they put bondo in the bed bed corners because *** said our vehicle would be fixed exactly as it was before the accidentWe called *** and left them a message that our tailgate was not lined upWe told Mr*** that the tailgate and the dent had to be fixed, he blew up again and said that the dent was not done there and that if we wanted it fixed, either we (customer) or *** would have to pay for it I saidi I would get a lawyer if I had to to get it fixedMr*** saidi he would keep our keys where they were and walked off.*** called back the next day and said that they would get the tailgate fix*** told us that they would call Pioneer about the dent because they had pictures of our vehicle before it went in the shopThis is the reason they decided to fix the dent!You can see where the dent was, does not exactly match, you can tell where it was painted. I will say that Pioneer has an excellent service department, treated great thereBut under no circumstance will I ever take my vehicles to Pioneer for any type of service.*** ***
Customer came to pick up vehicle on 11/4/2014 at approximately 4:30 p.m. Customer came in office very upset because we didn't replace the tailgate and because of a chip in driver's rear door. I told customer the tailgate only had a 1 hour repair which was a "minor repair" and just was...
scratched from the accident which we repaired per [redacted] estimate. Customer said he thought the tailgate was twisted and he wanted [redacted] to pay for a new tailgate. I told him it was a very minor repair and there was no way the tailgate could be twisted from the accident as it was minor and he became very upset about that. I offered several times to adjust the tailgate. Customer told me several times that he used to be a body man and he knew it was from the accident and also requested no bondo be placed on his vehicle. I told customer if he was a body man previously then he knew bondo had to be used to the repair besides but not tailgate. I also told customer that we give a lifetime warranty on our repairs, not to worry about the bondo. We done the repairs on the back of the vehicle per [redacted] estimate and they have photos which verify the "minor repairs." I would have offered to fix the driver's rear door, but customer was very rude and kept making threats to get his lawyer involved, even going to the point of instructing his wife to call his lawyer right then. I finally told customer that now that he wanted to get his attorney involved, that I would not be talking about the matter any further and his attorney could talk with our corporate attorney from then on. We have decided to repair the left rear door at no charge to resolve this situation.
[redacted]
Body Shop Manager
The vehicle was sold AS-IS. The AS-IS was signed by the customer. No Warranty implied or promised. We are sorry the customer was unhappy with the purchase.
Customer came to pick up vehicle on 11/4/2014 at approximately 4:30 p.m. Customer came in office very upset because we didn't replace the tailgate and because of a chip in driver's rear door. I told customer the tailgate only had a 1 hour repair which was a "minor repair" and just was... scratched from the accident which we repaired per [redacted] estimate. Customer said he thought the tailgate was twisted and he wanted [redacted] to pay for a new tailgate. I told him it was a very minor repair and there was no way the tailgate could be twisted from the accident as it was minor and he became very upset about that. I offered several times to adjust the tailgate. Customer told me several times that he used to be a body man and he knew it was from the accident and also requested no bondo be placed on his vehicle. I told customer if he was a body man previously then he knew bondo had to be used to the repair besides but not tailgate. I also told customer that we give a lifetime warranty on our repairs, not to worry about the bondo. We done the repairs on the back of the vehicle per [redacted] estimate and they have photos which verify the "minor repairs." I would have offered to fix the driver's rear door, but customer was very rude and kept making threats to get his lawyer involved, even going to the point of instructing his wife to call his lawyer right then. I finally told customer that now that he wanted to get his attorney involved, that I would not be talking about the matter any further and his attorney could talk with our corporate attorney from then on. We have decided to repair the left rear door at no charge to resolve this situation. [redacted] Body Shop Manager
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We pulled in at Pioneer and the first thing we saw was the new dent in the doorWe told Mr*** about the dent and he blew up and kept saying it was not done thereWe told him that the tailgate was sticking out at the top and it looked like it was warped I asked Mr*** if they put bondo in the bed bed corners because *** said our vehicle would be fixed exactly as it was before the accidentWe called *** and left them a message that our tailgate was not lined upWe told Mr*** that the tailgate and the dent had to be fixed, he blew up again and said that the dent was not done there and that if we wanted it fixed, either we (customer) or *** would have to pay for it I saidi I would get a lawyer if I had to to get it fixedMr*** saidi he would keep our keys where they were and walked off.*** called back the next day and said that they would get the tailgate fix*** told us that they would call Pioneer about the dent because they had pictures of our vehicle before it went in the shopThis is the reason they decided to fix the dent!You can see where the dent was, does not exactly match, you can tell where it was painted. I will say that Pioneer has an excellent service department, treated great thereBut under no circumstance will I ever take my vehicles to Pioneer for any type of service.*** ***
Repaired the left rear door at no charge to the consumer Also have adjusted the tailgate.*** ***
Customer came to pick up vehicle on 11/4/2014 at approximately 4:30 p.m. Customer came in office very upset because we didn't replace the tailgate and because of a chip in driver's rear door. I told customer the tailgate only had a 1 hour repair which was a "minor repair" and just was...
scratched from the accident which we repaired per [redacted] estimate. Customer said he thought the tailgate was twisted and he wanted [redacted] to pay for a new tailgate. I told him it was a very minor repair and there was no way the tailgate could be twisted from the accident as it was minor and he became very upset about that. I offered several times to adjust the tailgate. Customer told me several times that he used to be a body man and he knew it was from the accident and also requested no bondo be placed on his vehicle. I told customer if he was a body man previously then he knew bondo had to be used to the repair besides but not tailgate. I also told customer that we give a lifetime warranty on our repairs, not to worry about the bondo. We done the repairs on the back of the vehicle per [redacted] estimate and they have photos which verify the "minor repairs." I would have offered to fix the driver's rear door, but customer was very rude and kept making threats to get his lawyer involved, even going to the point of instructing his wife to call his lawyer right then. I finally told customer that now that he wanted to get his attorney involved, that I would not be talking about the matter any further and his attorney could talk with our corporate attorney from then on. We have decided to repair the left rear door at no charge to resolve this situation.
[redacted]
Body Shop Manager
The vehicle was sold AS-IS. The AS-IS was signed by the customer. No Warranty implied or promised. We are sorry the customer was unhappy with the purchase.