The Pet Stop

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.I appreciate that they owned up to their mistakes and were willing to accommodate me for the repair

LaMettry's Collision, Incacknowledges repair delays while performing work for Mrand Mrs [redacted] Below is a review of our logs on each delay/issue in the complaint:Original drop off date and estimated repair time communication (LaMettry's manager Rebecca [redacted] notes) On Tuesday, 8/23/I received a message to call [redacted] on repairs he needed done to his vehicle I called him back to set up a time I asked if the vehicle was drivable, he said it was I then said I could get him in any time next week, he wanted to drop it the next day I called Troy, production manager at the Bloomington to get approval for that I then called [redacted] back to let him know we would fit him in At that point I asked about rental car coverage and he said, “I am pretty sure I have coverage.” He was then going to call his wife to see what time would work for her to drop the car off and would call me back with that time so I could set up a rental I never received a phone call [redacted] showed up at Nissan 8/and I scrambled to get a rental there for her At no point did I indicate the repair would be 2-days, it was a day repair and that was listed on the insurance paperwork that was given to me at time of drop I did say that we will most likely have a supplement and we would lose 2-days waiting for approval from the insurance company Oil change request issue (LaMettry's manager Rebecca [redacted] notes): During the drop of the vehicle, I can not recall the request for an oil change That is typically discussed with the Service advisor when they pull into the service aisle There are times that I forward that information to the advisor, but a signature is required on a repair order that list all work being done There was one line for sublet LaMettry’s for body work.Rental car issue (LaMettry's manager Rebecca [redacted] notes): On Friday, I received a phone call from ***, he was extremely angry, swearing and yelling, he then requested to have a manager call him because he is not paying his full deductible I attempted to talk but was not allowed He talked over me while raising his voice the entire conversation He said, “my wife is driving a f [redacted] Hyundai elantra We have a Murano.” At this point, I offered to put him in a larger rental for the weekend He told me to check with his wife He continued to speak to me in a derogatory way and we ended the conversation agreeing to have my manager call him I also left a voicemail with [redacted] to see if I could swap out her rental, she sent a text back declining the use of a larger rental vehicle.Insurance company approval delay (LaMettry's manger Rebecca [redacted] notes): The vehicle was disassembled and a supplement was sent in to the Insurance company Friday, 8/26/ At this point we are waiting on the insurance company I was off on Saturday and responded to her message Monday I did have to check with the shop to confirm where we were in the repair process There was some phone tag with Brittany, but we did speak I advised I would update her when I received approval from the insurance company, the day we received approval she texted me before I could update her I informed her we were able to proceed with ordering parts and the repair, no completion date was given We spoke throughout the week periodically through text and phone Summary: LaMettry's could have provided better customer expectations for estimated repair time, communication, and owner requests There are some delays body shops do not have control over (supplement approvals, etc.) We apologize for not performing to Mrand Mrs [redacted] 's expectations, though we feel some communication was not acknowledged during the repair process Unfortunately, we cannot refund insurance deductible obligations of customers However, we would like to offer the [redacted] 's a $Visa debit card for their inconvenience during the repair process We appreciate the honesty and valuable feedback provided by Mrand Mrs [redacted] , and hope to improve our performance with the help of their comments

I am rejecting this response because:The damage to my vehicles hood ABSOLUTELY occurred while in their possession, I do not believe they hand washed a ton crew cab truck and if that was the case the truck should of been completely dried off upon pick up which it was not My vehicle had NO Hood dents prior to taking it in for bumper replacement and I feel that LaMettrys is not accepting responsibility because they either know what happened or someone there is not admitting to what occurred to cause the damage I will not allow LaMettrys to work on my vehicle to avoid a new set of problems and if Paintless Dent Repair only corrects to Percent of perfect what is the point I have taken steps at my own expense to cover the damage that LaMettrys caused and will not allow them to work on my vehicle again for reasons stated I have never had a vehicle in for repair at any Collision Auto Body repair company and I am not a satisfied customer after this experience

Thank you for bringing the customer's concerns to our attention We have reached out to the customer to resolve his concerns LaMettry's will update you after the issues are addressed with the customer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Although Becca [redacted] 's account is not entirely accurate, the resolution is satisfactory to me

Our customer's concerns are valid and undisputed. Our New Brighton location experienced scheduling miscommunication with our Paintless Dent Removal mobile staff. LaMettry's Paintless Dent Manager, John ***, did visit our customer at his place of business to perform the repairs. We
sincerely apologize for our lack of organization, which caused wasting the customer's time. After completing the repairs at the customer's place of business, Mr*** confirmed the customer was good with the quality of work performed. We understand the customer's frustration, and are working to follow current scheduling systems in place to avoid further similar incidents

LaMettry's Collision, Incacknowledges repair delays while performing work for Mrand Mrs***. Below is a review of our logs on each delay/issue in the complaint:Original drop off date and estimated repair time communication (LaMettry's manager Rebecca *** notes) On Tuesday,
8/23/I received a message to call *** *** on repairs he needed done to his vehicle. I called him back to set up a time. I asked if the vehicle was drivable, he said it was. I then said I could get him in any time next week, he wanted to drop it the next day. I called Troy, production manager at the Bloomington to get approval for that. I then called *** back to let him know we would fit him in. At that point I asked about rental car coverage and he said, “I am pretty sure I have coverage.” He was then going to call his wife to see what time would work for her to drop the car off and would call me back with that time so I could set up a rental. I never received a phone call. *** showed up at Nissan 8/and I scrambled to get a rental there for her. At no point did I indicate the repair would be 2-days, it was a day repair and that was listed on the insurance paperwork that was given to me at time of drop. I did say that we will most likely have a supplement and we would lose 2-days waiting for approval from the insurance company. Oil change request issue (LaMettry's manager Rebecca *** notes): During the drop of the vehicle, I can not recall the request for an oil change. That is typically discussed with the Service advisor when they pull into the service aisle. There are times that I forward that information to the advisor, but a signature is required on a repair order that list all work being done. There was one line for sublet LaMettry’s for body work.Rental car issue (LaMettry's manager Rebecca *** notes): On Friday, I received a phone call from ***, he was extremely angry, swearing and yelling, he then requested to have a manager call him because he is not paying his full deductible. I attempted to talk but was not allowed. He talked over me while raising his voice the entire conversation. He said, “my wife is driving a f* Hyundai elantra. We have a Murano.” At this point, I offered to put him in a larger rental for the weekend He told me to check with his wife. He continued to speak to me in a derogatory way and we ended the conversation agreeing to have my manager call him. I also left a voicemail with *** to see if I could swap out her rental, she sent a text back declining the use of a larger rental vehicle.Insurance company approval delay (LaMettry's manger Rebecca *** notes): The vehicle was disassembled and a supplement was sent in to the Insurance company Friday, 8/26/2016. At this point we are waiting on the insurance company. I was off on Saturday and responded to her message Monday I did have to check with the shop to confirm where we were in the repair process. There was some phone tag with Brittany, but we did speak. I advised I would update her when I received approval from the insurance company, the day we received approval she texted me before I could update her. I informed her we were able to proceed with ordering parts and the repair, no completion date was given. We spoke throughout the week periodically through text and phone. Summary: LaMettry's could have provided better customer expectations for estimated repair time, communication, and owner requests. There are some delays body shops do not have control over (supplement approvals, etc.). We apologize for not performing to Mrand Mrs***'s expectations, though we feel some communication was not acknowledged during the repair process. Unfortunately, we cannot refund insurance deductible obligations of customers. However, we would like to offer the ***'s a $Visa debit card for their inconvenience during the repair process. We appreciate the honesty and valuable feedback provided by Mrand Mrs***, and hope to improve our performance with the help of their comments

LaMettry's reimbursed Ms*** for all charges to repair rust on her vehicle, due to lack of communication to customer that rust repairs are not warrantied by LaMettry's before we performed repairs. Please contact customer to confirm. Thank You. Steve ***, CFO

Mr***'s Chevrolet Suburban was repaired at our Maplewood, MN location. State Farm insurance covered the claim on the left quarter panel damage. LaMettry's discovered rust issues on the left quarter panel during repairs. State Farm insurance was called by LaMettry's to
inspect the rust damage. State Farm reinspector reviewed the rust damage and denied covering costs of rust repairs (citing prior damage to loss). LaMettry's repaired the rust areas on the left quarter panel as best we could, but explained to Mr*** that future rust issues were not covered under warranty by either LaMettry's Collision, Incor State Farm Insurance. In the collision repair industry, no shop warranties repairs on rusted sheet metal. LaMettry's also performed repair work, that Mr*** paid for out of his own pocket, on the Right Front Fender of the Chevrolet Suburban. There was also rust damage on the right front fender. LaMettry's explained to Mr*** that, although we do our very best, we could not warranty rust repairs to the right front fender. This information was clearly documents on the approved repair order (estimate) agreed upon by Mr*** on line ("RT Fender Suburban dents - sand blast. No Warranty on rust repair). Mr*** was informed the issues with rust repairs, and approved the work order knowing rust may resurface in the future.LaMettry's Collision, Incpracticed full disclosure on our policy of no warranty for rust repairs to Mr***. It is unfortunate the rust returned within year, but it is not uncommon

***DOCUMENT ATTACHED***8/10/17 Veterinary Clinic GroomingPet Supplies To whom it may concern at Revdex.com,We have received two letters of complaint assigned ID# *** on 7/21/and ID# *** on 7/31/Both of these letters are from the same customer.The first
complaint statement concerned our "negligence" in the standard of care principle of medical ethics set by the AVMA and failure to uphold our mission statement and values.Our mission statement is to provide the highest quality veterinary care possible.We work together toward a common goal: giving our clients the very best care they want and deserveIt is only by striving for this,that the business will succeed, and it is only when the business succeeds that all of us will realize the benefits of that success .We work hard every day to take the very best care of our patients and to work with clients to understand what their wants and needs are for their animalsIn this case,we feel we went above our care for both the client and the patientBefore their visit on 7/5/17, several of our team members spoke with the client numerous times concerning medical issues, discussing potential care and payment options To maintain a veterinarian-client-patient relationship and monitor the patient's health status, an exam and diagnostics were recommended prior to a potential anesthetic procedurePayment of the anesthetic procedure was a concern for the client Although we do not typically offer payment plans, one was offered in this case to help the client care for their pet in a timelier manner.In regards to the issue of negligent care,we feel our care was up to standard A thorough exam and diagnostics were completed on 7/5/and an appropriate plan, in the best interest of the patient,was developed and discussed with the clientAdditional diagnostics were recommended and sent to the lab on 7/6/The client had additional questions and spoke with both the doctor and multiple technicians to help provide answers about the patient's care and treatment plan.The complaint with ID *** in regards to Customer Services Issues addresses "unauthorized" charges made on July 5th, and July 6th, On July 5th, the client presented the patient for an exam, bloodwork, and a toenail trim Following examination of the patient,the attending veterinarian determined a treatment plan, which included dispensing oral medications($45.25)The toenail trim ($16.00), along with other services, was provided to the patient and the client was charged accordingly for the service and dispensed prescriptionThe client paid the invoice in full and willingly departed with the dispensed prescriptionAsa result,The Pet Stop was unwilling to refund the client for services and dispensed medications provided, in total of $61.25.On July 6th, 2017, the client returned with the patient for further diagnost ics recommended by the attending veterinarian As a result of diagnostic findings, the veterinarian recommended a prescription diet Free samples of a prescription diet were dispensed to the client for the patient, as well as a prescription diet that was not free ($3.68)Again, the client paid the invoice in full and willingly departed with the dispensed prescriptions Therefore The Pet Stop is unwilling to refund the client for the dispensed prescription, in total of $ However, the company who manufactures the specific prescription diet provided, has a 100% guarantee and a full refund of $could be refunded to the owner if they returned the remaining product sold.In order to uphold a high standard of care for all clients and their pets, The Pet Stop cannot provide free services and prescriptions to their clientele.Jessica O*** L.V.T., Practice Manager

LaMettrys offer to perform Paintless Dent Repair on the damage in question still
stands, should the customer agree to allow us to assist While LaMettrys does not take responsibility for the damage in question, we are concerned with the customer's present experience with our services The customer's vehicle was in our shop for one day, bumper replacement was performed on the shop floor, then the vehicle was moved to our detail area for hand wash cleaning We do not see the possibility that the damage referred to by the customer was caused while the vehicle was in our possession However, in the best interest of the customer, our offer for Paintless Dent Repair, at no charge to the customerWe feel this is a fair solution to the issue based on the situation LaMettrys will not offer the customer financial compensation to resolve this matter

I am rejecting this response because:The damage to my vehicles hood ABSOLUTELY occurred while in their possession, I do not believe they hand washed a 1 ton crew cab truck and if that was the case the truck should of been completely dried off upon pick up which it was not.   My vehicle had NO Hood dents prior to taking it in for bumper replacement and I feel that LaMettrys is not accepting responsibility because they either know what happened or someone there is not admitting to what occurred to cause the damage.  I will not allow LaMettrys to work on my vehicle to avoid a new set of problems and if Paintless Dent Repair only corrects to 75 Percent of perfect what is the point.  I have taken steps at my own expense to cover the damage that LaMettrys caused and will not allow them to work on my vehicle again for reasons stated.  I have never had a vehicle in for repair at any Collision Auto Body repair company and I am not a satisfied customer after this experience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.I appreciate that they owned up to their mistakes and were willing to accommodate me for the repair.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. Although Becca [redacted]'s account is not entirely accurate, the resolution is satisfactory to me.

Thank you for bringing the customer's concerns to our attention.  We have reached out to the customer to resolve his concerns.  LaMettry's will update you after the issues are addressed with the customer.