Top Finish Collision Center Inc

Regarding the complaint:
 
On 10/7/2014  Progressive Insurance...

referred Mr. [redacted] for repairs on his 2002 Lexus sc430.
Progressive insurance came in and requested rear bumper to be remove to complete estimate, we needed access to truck compartment for access to remove bumper and customer had personal items in trunk, so we proceeded to remove items and bag and store.  After Progressive was done with evaluation, Progressive informed customer vehicle was not repairable (total loss). Without us knowing customer had decided to retain vehicle, he arrange his tow truck to pick up vehicle without letting us know. Tow truck show up and picked up vehicle and left behind bumper cover and personal items. Customer had to make a trip to pick up personal  items and bumper cover.
 
Standard procedure for and insurance company, is to evaluate damage and to be able to do that some parts have to be removed. Now if car is not repaired and is declared total loss, insurance picks up vehicle and loose parts, parts are not installed back.
 
If customer had arrange with us prior to sending a tow truck to re install parts and get car ready to be picked up, we would not be having this issue.

Regarding the complaint: On 10/7/2014  Progressive Insurance referred Mr. [redacted] for repairs on his 2002 Lexus sc430.Progressive insurance came in and requested rear bumper to be remove to complete estimate, we needed access to truck compartment for access to remove bumper and customer had...

personal items in trunk, so we proceeded to remove items and bag and store.  After Progressive was done with evaluation, Progressive informed customer vehicle was not repairable (total loss). Without us knowing customer had decided to retain vehicle, he arrange his tow truck to pick up vehicle without letting us know. Tow truck show up and picked up vehicle and left behind bumper cover and personal items. Customer had to make a trip to pick up personal  items and bumper cover. Standard procedure for and insurance company, is to evaluate damage and to be able to do that some parts have to be removed. Now if car is not repaired and is declared total loss, insurance picks up vehicle and loose parts, parts are not installed back. If customer had arrange with us prior to sending a tow truck to re install parts and get car ready to be picked up, we would not be having this issue.

Review: A 2002 Lexus was picked up with a AAA tow vehicle and the parts of the vehicle, including the license plate and personal effects from the trunk, were negligently left off the vehicle after an examination of the damage by the body shop required by [redacted] insurance. No attempt to contact the customer was made; time on the phone was spent and no apology or remedy was recommended. The body shop took property, damage it further in an assessment, and not put the item in the order which they received it.

After calling the organization on multiple occasions the Business was unable to return a phone call or remedy their error in a timely manner.Desired Settlement: I require a the company to repair the vehicle they damaged and put the vehicle in the condition it was prior to receipt and assessment.

Business

Response:

Regarding the complaint: On 10/7/2014 Progressive Insurance referred Mr. [redacted] for repairs on his 2002 Lexus sc430.Progressive insurance came in and requested rear bumper to be remove to complete estimate, we needed access to truck compartment for access to remove bumper and customer had personal items in trunk, so we proceeded to remove items and bag and store. After Progressive was done with evaluation, Progressive informed customer vehicle was not repairable (total loss). Without us knowing customer had decided to retain vehicle, he arrange his tow truck to pick up vehicle without letting us know. Tow truck show up and picked up vehicle and left behind bumper cover and personal items. Customer had to make a trip to pick up personal items and bumper cover. Standard procedure for and insurance company, is to evaluate damage and to be able to do that some parts have to be removed. Now if car is not repaired and is declared total loss, insurance picks up vehicle and loose parts, parts are not installed back. If customer had arrange with us prior to sending a tow truck to re install parts and get car ready to be picked up, we would not be having this issue.