Ultimate Auto Body LLC

First and foremost, customer satisfaction is our top priorityFrom the start of Mr [redacted] ’s repair, we have been putting our customer firstAfter performing the estimate, Mr [redacted] paid a parts deposit of $so that we may order the parts in advance—to minimize the time the vehicle is in the shop for repairsThe total preliminary estimate was $1,199.72, leaving his balance due of $to be paid when the repairs were completedThe parts deposit was paid on 3/3/and the parts were ordered the very same dayTo allow enough time for the parts to arrive for the repair (typical parts take anywhere from 1-days to arrive from the date of purchase), I scheduled Mr [redacted] for a one-day repair on 3/9/As stated previously, the parts were ordered on 3/3/electronically through [redacted] On 3/7/17, [redacted] from [redacted] called to advise that the rear cover is back ordered and we would not have it until 3/16/My parts manager then spoke with [redacted] at [redacted] and she confirmed that the cover was indeed back ordered and that we would not see it for 10-business daysThe parts were ordered electronically per the customer’s VIN number on his vehicleOnce we knew the parts would not arrive in time for Mr [redacted] ’s repairs, we called the customer to notify him of the issue with his parts being on back orderWe then rescheduled him for 3/16/so that Mr [redacted] ’s vehicle was not sitting in our shop while we were waiting for the parts to arriveOn the 16th, my technician disassembled the vehicle for the one-day repairHowever, once the bumper assembly was off of the vehicle, my technician and I noticed that the bumpers that were sent to us were incorrect due to the fact that this bumper has hidden blind spot detection sensor on the inside of the bumperAt this point, we called the same day to [redacted] and spoke with everyone in the parts department to figure out how/why the incorrect bumper assembly was sent to usAccording to [redacted] , there are multiple versions of this rear bumper assembly and they mistakenly sent us the incorrect bumper assemblyAs soon as the bumper assembly was identified as incorrect, we contacted the customer immediately (the very same day) and advised that the bumper that was sent to us was incorrect and that we have the correct bumper on orderThe customer was extremely upset about the situation and became very angry with us over the phoneWe assured him we are trying to do everything to get the correct parts here as quickly as possible and apologized for the situationThe customer stated that we needed to put his truck back together so he could use it that Friday, the 17thI advised that we weren’t able to put the damaged parts back on the vehicle—which then only made the customer even more upsetIn hopes to help the customer out and rectify the situation, which was out of our control, we offered a rental vehicle to the customer for that Friday—that we would pay forI then jumped through hoops to line up a truck rental for the customer, to which he then called back and cancelledWe offered for him to call [redacted] and he could talk to anyone in the parts department there and they will confirm that they had accidently sent the incorrect partsThe customer chose to not call the parts department at [redacted] The correct parts arrived on 3/21/and the parts prices were higher than originally quoted, which is a common occurrenceMy parts manager then called the customer and spoke with Mr [redacted] to discuss the higher cost in parts and that they had finally arrivedMr [redacted] was aware of the increase in price in parts—which we have invoices that show the cost increaseWe advised that the vehicle would be ready for Mr [redacted] when he got back into town on Friday, 3/24/When the customer arrived to pick up the vehicle, I explained that the parts were more expensive than originally quoted, as we discussed with him on the 21st of the same weekThe customer, Mr [redacted] , then proceeded to play back every phone call that we ever had with him regarding the repairUnbeknownst to us and our staff at Ultimate, he recorded all phone calls made regarding the repairThe customer stated he did not have a phone call regarding the increase in price, which I know 100% was made—as we stayed in constant communication with the customer throughout the entire processThe increase in parts price was $When I explained the increase in parts cost, the customer became extremely angry and refused to pay for the parts that were already installed on his vehicleI provided the invoices to the customer so that he could see the prices and to show the customer that we were not hiding anythingThe parts prices were higher than what our estimating software originally pulled, which was also out of our controlEven after explaining to the customer that we have tried to make the situation right the entire time, including offering to pay for a rental vehicle for him, he was still angry and still refusing to pay for the increase in parts costThe customer was unwilling to work with us in reaching an agreement and it appeared that he assumed that Ultimate should have to pay for the parts increase and he would pay nothing for the parts installed on his truckI then came up with the solution to just charge the customer the cost that we paid in the increase in part pricesInstead of $(parts and labor), I offered for the customer to only cover our cost increase only of $I provided invoices to show the list prices on the parts and the actual cost that we paid to be completely transparentAt this point we now were negative on the job, just to make the customer happy and to resolve the issueThe customer agreed to pay the $and left the shopWe have already tried multiple times to accommodate the customer not only by keeping the customer informed, but rescheduling to minimize the length of time in the shop, offering to pay for a rental vehicle, and then offering the parts increase at our costAt this point, this job is now considered a loss—we paid more out than we collected on itAt this point, I’m not sure what else would make the customer happyI cannot put parts on a vehicle for freeLastly, a preliminary estimate does not mean it is the final billAlthough we pride ourselves to write accurate preliminary estimates, sometimes a supplement estimate is needed due to: hidden damages, part price increases, etcIn this case, the increase was due to an increase in part prices only due to a situation that arose from [redacted] sending the incorrect partsI’m hoping the customer can see the efforts made on our end and realizes that the $that he paid was for parts that are on his vehicleAs a smaller, family-owned business, we just cannot put parts on the vehicle for freeI hope this complaint and my response provides a resolution and closure to this situation Thank you, [redacted]

This customer was scheduled to drop her vehicle off for repairs on Wednesday 2/7/In the morning on Friday 2/9, the second day it was at our shop, it was scheduled for a tear down and disassembly of the vehicle to reveal the full extent of damagesWe never stated it had "electrical damages"We stated that front end hits tend to be "extensive" as far as hidden damages and the supplement process goes because there are so many components in the front that are easily brokenThis was not satisfactory to the customer that the vehicle was in our shop for days and we both found it best that because she was being unreasonable, that she take her vehicle somewhere elseWe are always open and honest about our work and our businessAny tear down on any repair is always done within approximately the first days that the vehicle is in our shopthis is a procedure that you will find at any body shopIt is unfair that the customer attempts to slam us and damage our reputation just because she believes days was not quick enough for us to perform a tear down on her vehicleWe never even had a chance to work on her vehicleSince this customer is writing this complaint from an unfair and unreasonable standpoint, it is only right to remove this complaintIt is insulting and hurtful that a customer would attempt to ruin our reputation by complaining on the Revdex.com about something that is an industry standardI do not know of any shop that doesn't take approximately days to tear down a vehicle and write a supplementI attempted to explain the supplement and tear down procedure to the customer and she did not care to listen or understand the repair procedureShe immediately went to threatening to slam us online because her vehicle had been in our shop for two daysI attempted to rectify the situation and talk to the customer and she was not interested in finding any sort of resolutionBecause we were within our timeline of tear down and repair procedure, this complaint is unreasonable and should be removedThe days that the customer is upset about is worked into our repair time quotes, it is not something that we ever hide or are misleading aboutWe pride ourselves on providing outstanding repairs and excellent service to all of our customers Thank you, Alexa W***(720) 420-

Final Consumer Response /* (2000, 7, 2015/07/31) */
They fixed the damage and the issue is fully resolvedPlease close this compliantThank you

Initial Business Response /* (1000, 6, 2015/12/18) */
Miss *** is incorrect in her complaint.I understand her issue with a day car rental limit but her vehicle had major damage and required insurance re-inspecs and special order parts that took weeks to getHer vehicle is not
manufactured any longer, some parts were just not availableHer tire,abs,vsc traction failed after she picked the vehicle up.The parts had to be ordered and installed and added to the repair of the vehicle and submitted to her insurance.We still have not been paid for this later repairMiss *** lives in *** , we attempted to get her in a rental but she did not have a credit card for the rental company as part of their policy.We have never at any time given her and unsafe vehicle or taken advantage of herOne of our employees even drove her passport out to her and drove over and hour to do this.She has no idea of the complex repairs that we performed on her vehicle.with all major damage repairs, we always make sure the vehicle is safe and repairs are made per the insurance company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Note: I had to return my original rental car on Dec 1st due to the body shops delay in providing the supplement to the insurance companyI was without a car dec to dec because the insurance company would not cover the rental cost for the body shops delayAll state did delay after the supplement was sent in which is why they are now covering all rental costsThe issue with this company was their delay in sending in the supplemental form which caused me to be without a car for a week.
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]the business response is untruthful as I previously stated. My vehicle was at their shop for 2 full business days( wed and thursday) and I went to the shop on the 3rd business day( Friday) when my vehicle was still untouched sitting in their lot. The responder admitted a tear down is done in 2 days and my vehicle wasn’t even touched in 2 days going on into the 3rd business day. The business responder is lying about our interaction. Upholding ethical business behavior by consumers reporting violations for other potential customers to see is the only way to get behavior to change. I completely stand by my statements of fact.

This customer was scheduled to drop her vehicle off for repairs on Wednesday 2/7/18. In the morning on Friday 2/9, the second day it was at our shop, it was scheduled for a tear down and disassembly of the vehicle to reveal the full extent of damages. We never stated it had "electrical damages". We...

stated that front end hits tend to be "extensive" as far as hidden damages and the supplement process goes because there are so many components in the front that are easily broken. This was not satisfactory to the customer that the vehicle was in our shop for 2 days and we both found it best that because she was being unreasonable, that she take her vehicle somewhere else. We are always open and honest about our work and our business. Any tear down on any repair is always done within approximately the first 2 days that the vehicle is in our shop... this is a normal procedure that you will find at any body shop. It is unfair that the customer attempts to slam us and damage our reputation just because she believes 2 days was not quick enough for us to perform a tear down on her vehicle. We never even had a chance to work on her vehicle. Since this customer is writing this complaint from an unfair and unreasonable standpoint, it is only right to remove this complaint. It is insulting and hurtful that a customer would attempt to ruin our reputation by complaining on the Revdex.com about something that is an industry standard. I do not know of any shop that doesn't take approximately 2 days to tear down a vehicle and write a supplement. I attempted to explain the supplement and tear down procedure to the customer and she did not care to listen or understand the normal repair procedure. She immediately went to threatening to slam us online because her vehicle had been in our shop for two days. I attempted to rectify the situation and talk to the customer and she was not interested in finding any sort of resolution. Because we were within our normal timeline of tear down and repair procedure, this complaint is unreasonable and should be removed. The 2 days that the customer is upset about is worked into our repair time quotes, it is not something that we ever hide or are misleading about. We pride ourselves on providing outstanding repairs and excellent service to all of our customers.  Thank you, Alexa W[redacted](720) 420-9319

Mr [redacted], The insurance company finally came out on Monday, 12/11/17, to review and approve the supplement. The adjuster and representative of the insurance company accepted full responsibility and blame for all of the delays, like we have been telling and informing you of all along. The...

adjuster, Richard, stated he would approve all of the rental dates and they would take care of payment of the rental car. Furthermore, they accepted full blame of the delay of claim stating that they are severely understaffed and apologized for the delay of the claim. As such, this Revdex.com review/complaint while we have been waiting on the insurance company is unfair and unjust against the business. Now that we have approval from the insurance company, we will be moving forward as quickly as possible. As far as any rental costs, Allstate assured that they will be picking up the tab for the rental. Kindly please understand that our hands have been tied, and it should be proof to you that Allstate has accepted 100% blame for the delay of the claim.  Thank you, [redacted]