Sigs Collision Centers Wahiawa LLC

Initial Business Response /* (1000, 16, 2014/04/15) */
An estimate for repairs was written for Mrs *** on March As part of our process she was informed that she would need to sign a direction to pay and authorization forms for us to move forwardThese forms allow us to begin
the processThis involves ordering parts, which determine when we can schedule the car in for repairsMany parts need to be brought in from the mainlandIt also allows us to receive direct payment from the insurance company for the repairs
The reason this paperwork was not presented to her for signing at the time of the estimate was that she was a claimant and the insurance company that would be paying for her repair had not completed their investigation to determine faultWe did not have a good pay codeThis was also explained at the time of the estimateWe did eventually receive a good pay code within a day or so
When Mrs *** called to drop her car off our employee was under the impression she was coming by to sign paperwork and determine a drop off dateThe reason for the time of 3:was that we would then immediately call the parts vendor to get an ETA for parts so we could complete the scheduling processThe parts vendors request this type of process be started no later than 4pm as they start wrapping up their day and preparing for the next days businessAt no time did our trainee who double checked with her trainer tell her it was alright to come and drop off her car
When the customer found out she would not be able to leave her car she became upset and raised her voice to our employee and began to lecture her while wagging her finger in her faceShe made comments that we were training our people to give bad customer serviceShe caused such a scene that the manager was about to ask her to leave the officeHe decided at that point that we were not going to decline repairing this customers vehicle
She then left of her own accord and we cancelled the assignment with the insurance company
There was an obvious misunderstanding on the customers part about the process even though it was explained to her at the time of the estimateThere was also a misunderstanding when she communicated to us about dropping the car off but at no time did we tell her that we would be accepting the vehicle for repair at that timeOur process is to schedule the customers drop off based on when the parts are coming inIf they call to ask if the can drop off their vehicle we then check in our system to make sure the parts are inAt no time did we understand she was planning on dropping the car off as we would have checked the parts system to see if the parts were in
We are sorry that the customer had a bad experienceIt is hard to believe that at that particular moment in time we made such a mistake as we were in the middle of training and had our best customer service trainer overseeing the process
We are not willing to reimburse for time and gasWe do conduct ongoing audits of our processes and people
Initial Consumer Rebuttal /* (3000, 18, 2014/04/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response as to all the information is and untrueI was not raising my voice nor waving my fingerThis business is unprofessional and they are lying about the customer service repI am requesting records showing audits on their customer service calls and gas for my wasted trip there