True2Form Collision Repair Center

Dear [redacted] ***,Upon reviewing the complaint submitted to you, these are my findingsIt is agreed that the car was suppose to be only a (business) day repair, due to a delay inour paint department the repair took daysWe payed the rental from the time [redacted] Insurance stopped paying (from 4/12/until 4/17/15) [redacted] was left a message on 4-17-that her car would be ready to pick up by the end of the dayShe had called back and spoke to me and said she will be in a little after 5pm to pick up her carShe did not showOn Monday 4-21-she was again notified that her car was readyShe called back and this is a transcript of the conversation on the phone with Corrina (our customer Service representative) : Details of phone call with Christine...I verified with her her answering machine message that you have reached, and I said all of her family's name and IF this is the mother in law hang up now, and I also verified the phone number...she said it was correct, then she said that we were supposed to call her cell phone, Joe did verify with her her contact information, we used what we have...she said she is not going to pay for a rental because of her work schedule that she cant help it that she cant get in her before we open at 9:...I reminded her that we open at 8:00am and we had her drop off her car for repairs at 8:.30.she agreed that this too was correct...we are not paying for her rental as per Rich because she was informed of her car being finished and did not show upHer $deductible was not waive but in fact was paid for by the general manager RichAlbertson out of his pocketShe was in fact notified through out the repair process and when the car was completed.Joseph R [redacted] Repair Process Manager

Dear *** ***,Upon reviewing the complaint submitted to you, these are my findingsIt is agreed that the car was suppose to be only a (business) day repair, due to a delay inour paint department the repair took daysWe payed the rental from the time *** Insurance stopped paying
(from 4/12/until 4/17/15)*** *** was left a message on 4-17-that her car would be ready to pick up by the end of the dayShe had called back and spoke to me and said she will be in a little after 5pm to pick up her carShe did not showOn Monday 4-21-she was again notified that her car was readyShe called back and this is a transcript of the conversation on the phone with Corrina (our customer Service representative) : Details of phone call with Christine...I verified with her her answering machine message that you have reached, and I said all of her family's name and IF this is the mother in law hang up now, and I also verified the phone number...she said it was correct, then she said that we were supposed to call her cell phone, Joe did verify with her her contact information, we used what we have...she said she is not going to pay for a rental because of her work schedule that she cant help it that she cant get in her before we open at 9:...I reminded her that we open at 8:00am and we had her drop off her car for repairs at 8:.30.she agreed that this too was correct...we are not paying for her rental as per Rich because she was informed of her car being finished and did not show upHer $deductible was not waive but in fact was paid for by the general manager RichAlbertson out of his pocketShe was in fact notified through out the repair process and when the car was completed.Joseph R*** Repair Process Manager

Dear [redacted],Upon reviewing the complaint submitted to you, these are my findings1. It is agreed that the car was suppose to be only a 3 (business) day repair, due to a delay inour paint department the repair took 10 days. We payed the rental from the time [redacted] Insurance stopped paying (from...

4/12/15 until 4/17/15). [redacted] was left a message on 4-17-15 that her car would be ready to pick up by the end of the day. She had called back and spoke to me and said she will be in a little after 5pm to pick up her car. She did not show. On Monday 4-21-15 she was again notified that her car was ready. She called back and this is a transcript of the conversation on the phone with Corrina (our customer Service representative) : Details of phone call with Christine...I verified with her her answering machine message that you have reached, and I said all of her family's name and IF this is the mother in law hang up now, and I also verified the phone number...she said it was correct, then she said that we were supposed to call her cell phone, Joe did verify with her her contact information, we used what we have...she said she is not going to pay for a rental because of her work schedule that she cant help it that she cant get in her before we open at 9:00 ...I reminded her that we open at 8:00am and we had her drop off her car for repairs at 8:.30.she agreed that this too was correct...we are not paying for her rental as per Rich because she was informed of her car being finished and did not show up. 2. Her $50 deductible was not waive but in fact was paid for by the general manager RichAlbertson out of his pocket. 3. She was in fact notified through out the repair process and when the car was completed.Joseph R[redacted] Repair Process Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
It is not true that they spoke with me on 4/17 and I agreed to pick up the car at 5 pm.  That is a lie.  I spoke with them 4/16 and was told the car was not finished yet and they would notify me when it was completed.  My next contact with them was on 4/21 after I received a call from enterprise.  I picked the car up the next morning at 845.  I could not pick he car up the same day because I am a nurse and I had patients scheduled up until the time the repair shop closed.  I clearly IN WRITING instructed the shop to call my cell phone with updates and they did not do that.  I never disputed the fact the answering machine they left a message on was mine.  It was my answering machine.  However, knowing that I do not check messages on the answering machine frequently, I instructed them to call my cell phone.  The "joke"/message on my home answering machine shows how infrequently messages are left there.  I am deeply disappointed that a company that was recommended to me by my insurance company and one that I have successfully used in the past is being so difficult and obstinate.  They are choosing to ignore the " best way to reach me" as me cell phone that I provided in writing at their request.  These are the simple facts and the absolute truth.  All I wanted was a simple repair that was no fault of my own to begin with and THEY are using their error against me.
Regards,
[redacted]