Strausbaugh Auto & Mobile Home Sales

they knew it was an insurance claim because they had the estimate from [redacted] ***and if they had noted it was insurance instead of self pay, we wouldn't be in this situation when the charge first happend I called talked to [redacted] and they noted that Dan from Achbach told them the insurance repair was only daysand now when we are in this he say she say game that I refuse to playi have the right not to have my bumber removed, so im not sure why they spent so much time typing about the other work I REQUESTED AND I PAID FORi should have just let [redacted] do the repairs instead of getting involved with Achbach or [redacted] , cleary they have a relationship

Hello,Please see the attached complaint response document Let me know if you need anything additional.Thank you,Tara BradleyTara LBradley, CPA, ControllerAchbach Auto Industries, LLCAchbach Real Estate Co., LLCEDublin-Granville RoadWesterville, OH TelephoneFax_________________________________________________________Complaint ID 11478721We received this vehicle on March 17, along with an insurance estimate for $4, The vehicle was not legally drivable as the left headlamp was not functioning and it had a broken windshield The owner stated he wanted a second insurance claim repaired from two years ago but had no estimate or claim number We informed the customer we would not be able to start work on his vehicle for four to six weeks We contacted the insurance company regarding the second claim The owner called on April 13, to check the status of his vehicle We told him we would be starting repairs the first week of May.The insurance company inspected the vehicle for the second claim on April 20, Repairs cannot begin without an estimate from the insurance company or they will not issue payment On April 28, we ordered parts for both claims per the insurance estimates The vehicle was disassembled and a supplemental of additional damages was prepared The majority of the parts arrived on May 4, and May 5, The insurance company figured a used hood and aftermarket fender shield The hood was not of usable quality and the fender liner was incorrect for the vehicle The insurance company figured an alternate original equipment headlamp We were not able to use this headlamp as it did not have the manufacturer insignia on it as the old headlamp did We do not willingly use used or aftermarket parts We cannot warranty aftermarket parts as they are not the same quality as original manufactured parts.The owner informed us on May 12, that the windshield damage was part of the claim but the insurance company had it listed as prior damage on their estimate We submitted a supplement to the insurance company for $5,which included the windshield On May 17, the insurance company approved $4, They did not approve the windshield We immediately ordered all additional parts including the windshield even though it was not approved We received the additional parts May 18, We cannot proceed on supplemental repairs until the insurance company approves them The paint work could not be performed until the additional parts were received.On May 17, we submitted a second supplement for $ We again requested the windshield On May 23, the insurance provided a supplement for $ They again denied the windshield stating it was prior damage.On May 27, the insurance company called and verbally authorized the windshield installation We immediately contacted the glass company for installation The windshield was installed on June 3, The insurance company did not provide an approval amount until June 3, and we still have not received paperwork or payment The vehicle was thoroughly cleaned inside and out on June 8, and June 9, One June the vehicle was sent to the dealer to have the new headlamp programmed June 10, the vehicle was completed and the customer was contacted.We have not had this vehicle for a longer period than was communicated The wait period was given the day the vehicle arrived The repair started exactly when we stated it would We have requested and received three supplement approvals (in writing and one verbal) We still need a final supplement approved for the programming The job grew from one claim to two claims and had a significant amount of supplemental damage doubling the size of the repair The insurance company held the job up for twelve days while we waited for authorization on the supplements The total labor hours for both claims is hours The insurance companies figure four hours per day That would mean this repair should take working days (96.8/4) It appears we are right in line with our six week wait period, working days, days waiting on the insurance company plus sublet programming at the dealer and dry times for primer, paint, and other repair materials We are thoroughly disappointed this customer feels as if we have “stolen” his car We have done our best to do the highest quality repair We are not willing to discount the customer’s deductibles for $1,as we have worked very hard to make sure this vehicle is repaired correctly

they knew it was an insurance claim because they had the estimate from [redacted]. and if they had noted it was insurance instead of self pay, we wouldn't be in this situation.  when the charge first happend I called talked to [redacted] and they noted that Dan from Achbach told them the insurance repair was only 2 days... and now when we are in this he say she say game that I refuse to play. I have the right not to have my bumber removed, so im not sure why they spent so much time typing about the other work I REQUESTED AND I PAID FOR... I should have just let [redacted] do the repairs instead of getting involved with Achbach or [redacted] , cleary they have a relationship.

Ms. [redacted] brought her vehicle in for repair on Monday, September 25, 2017 to have a recondition and paintless dent repair on the hood performed on her vehicle.  She had shown us an estimate to remove, repair and refinish the rear bumper and align the vehicle.  This estimate was...

from [redacted] and was written for [redacted] Insurance Co.  The owner stated she did not want the bumper repaired but wanted the vehicle reconditioned (buffed all over, waxed, shampoo the interior and detail the engine compartment) and paintless dent repair performed on the hood.  We quoted her for the work she wanted done and she brought the vehicle back for repair.  Because she did not have the work done that the insurance company was paying for we entered her work order as owner pay and not insurance pay.  She chose to use the insurance money to have other work done to the car and not repair the rear bumper.  The vehicle was completed on Monday, October 2, 2017.  We called the owner and let her know the vehicle was completed.  She picked up the vehicle on Tuesday, October 3, 2017.  The owner rented a BMW from [redacted] while the vehicle was here for repairs.  We never spoke to the insurance company or [redacted] while the vehicle was being repaired.  After the repairs were completed both companies called to see why a bumper repair took six days.  We stated that a bumper repair could take anywhere from five to seven days.  At no time did we ever say a bumper repair would take two days.  We did not repair the vehicle per the insurance estimate because the owner chose to have other work done instead of that the insurance company was paying for so the amount of time to repair and refinish a rear bumper is irrelevant.  It is my understanding that [redacted] has figured two days to repair the bumper.  [redacted] would not allow six days for her repair because she did not have the work done that they paid for regardless of how long it would have taken.  Had we known that she was in a rental car that [redacted] was paying for and that it was only being paid for for two day we would have notified the customer.  Normally if rental car coverage is being stopped the rental car company or the insurance company contact the owner and let them know they must return the car or pay for the additional charges.  It sounds like neither company contacted the owner when they started charging her for the rental car.  We will not pay for any of the rental car expense incurred by the owner.  Had she repaired the work paid for by [redacted] we probably could have gotten her rental car extended.  In either case no one contacted us about terminating her rental car and charging her for additional days.

Hello,Please see the attached complaint response document.  Let me know if you need anything additional.Thank you,Tara BradleyTara L. Bradley, CPA, ControllerAchbach Auto Industries, LLCAchbach Real Estate Co., LLC3476 E. Dublin-Granville RoadWesterville, OH  43081614.890.5099...

Telephone614.890.5364 Fax_________________________________________________________Complaint ID 11478721We received this vehicle on March 17, 2016 along with an insurance estimate for $4,490.20.  The vehicle was not legally drivable as the left headlamp was not functioning and it had a broken windshield.  The owner stated he wanted a second insurance claim repaired from two years ago but had no estimate or claim number.  We informed the customer we would not be able to start work on his vehicle for four to six weeks.  We contacted the insurance company regarding the second claim.  The owner called on April 13, 2016 to check the status of his vehicle.  We told him we would be starting repairs the first week of May.The insurance company inspected the vehicle for the second claim on April 20, 2016.  Repairs cannot begin without an estimate from the insurance company or they will not issue payment.  On April 28, 2016 we ordered parts for both claims per the insurance estimates.  The vehicle was disassembled and a supplemental of additional damages was prepared.  The majority of the parts arrived on May 4, 2016 and May 5, 2016.  The insurance company figured a used hood and aftermarket fender shield.  The hood was not of usable quality and the fender liner was incorrect for the vehicle.  The insurance company figured an alternate original equipment headlamp.  We were not able to use this headlamp as it did not have the manufacturer insignia on it as the old headlamp did.  We do not willingly use used or aftermarket parts.  We cannot warranty aftermarket parts as they are not the same quality as original manufactured parts.The owner informed us on May 12, 2016 that the windshield damage was part of the claim but the insurance company had it listed as prior damage on their estimate.  We submitted a supplement to the insurance company for $5,289.46 which included the windshield.  On May 17, 2016 the insurance company approved $4,013.04.  They did not approve the windshield.  We immediately ordered all additional parts including the windshield even though it was not approved.  We received the additional parts May 18, 2016.  We cannot proceed on supplemental repairs until the insurance company approves them.  The paint work could not be performed until the additional parts were received.On May 17, 2016 we submitted a second supplement for $882.54.  We again requested the windshield.  On May 23, 2015 the insurance provided a supplement for $185.76.  They again denied the windshield stating it was prior damage.On May 27, 2016 the insurance company called and verbally authorized the windshield installation.  We immediately contacted the glass company for installation.  The windshield was installed on June 3, 2016.  The insurance company did not provide an approval amount until June 3, 2016 and we still have not received paperwork or payment.  The vehicle was thoroughly cleaned inside and out on June 8, 2016 and June 9, 2016.  One June 9. 2016 the vehicle was sent to the dealer to have the new headlamp programmed.  June 10, 2016 the vehicle was completed and the customer was contacted.We have not had this vehicle for a longer period than was communicated.  The wait period was given the day the vehicle arrived.  The repair started exactly when we stated it would.  We have requested and received three supplement approvals (2 in writing and one verbal).  We still need a final supplement approved for the programming.  The job grew from one claim to two claims and had a significant amount of supplemental damage doubling the size of the repair.  The insurance company held the job up for twelve days while we waited for authorization on the supplements.  The total labor hours for both claims is 96.8 hours.  The insurance companies figure four hours per day.  That would mean this repair should take 24.2 working days (96.8/4).  It appears we are right in line with our six week wait period, 24.2 working days, 12 days waiting on the insurance company plus sublet programming at the dealer and dry times for primer, paint, and other repair materials.  We are thoroughly disappointed this customer feels as if we have “stolen” his car.  We have done our best to do the highest quality repair.  We are not willing to discount the customer’s deductibles for $1,000 as we have worked very hard to make sure this vehicle is repaired correctly.