Stewart Title

Thank you for your response.  We have reviewed it and while we empathize with Mr. [redacted]'s concerns, we do feel that the repair was properly addressed by our facility.  The damage to the underneath, that is captured in the photos provided previously, was the primary damage and point of impact.  Due to the impact, it did flex the bumper and pull on the bumper, creating secondary damage of pulling the bumper corner away from the bracket and vehicle. In an effort to resolve this for Mr. [redacted] we would be happy to reinspect the vehicle, along with a representative from his insurance company, to confirm if there is anything that our representative missed. Sincerely,Gates Collision Centers

Gates Collision Centers has received and reviewed the complaint submitted on this file. In review of the complaint we acknowledge the customer’s concern on repair guarantee that we offer to our customers. As a customer driven company, we aim to provide the highest level of service and vehicle...

repairs in the area. Mr. [redacted], who had previously had his vehicle repaired at our facility, called stating that the corner of the bumper was falling off. Our employee, Steve [redacted] scheduled and appointment to look at the areas of concern that he addressed. Upon physical inspection, we did find damage to the underside and sides of the bumper cover. We replaced the bumper bracket as a customer courtesy to see if that would resolve his issue, but there appears to be secondary damage to the fender that was caused due to the impacts to the bumper. There is also debris in his front cover (which can be seen in the photos) and the "wood chip" that he is referring to came from inside his bumper cover, not the floor.While we understand the frustration voiced by Mr. [redacted] in his complaint, the review of our file and also, our employee’s first hand examination of the damages to Mr. [redacted]’s vehicle, when he returned to our facility, support that there was an additional loss to the bumper area of the vehicle, between the time he originally left with the repaired vehicle, and the time he returned. We do truly apologize that Mr. [redacted] did not enjoy his service experiences with our repair center, as we do wish to create completely satisfied lifetime customers, however we do feel that our company handled Mr. [redacted]’s concerns accurately and ethically.We thank you for your follow up and understanding.