Vigiani's Auto Body

Mr [redacted] is not without a claim, he stands correct with regard to the ultimate quality of his repairs, we can always do better. Mr. [redacted] had his estimate written by us prior to bringing in his BMW. We explained the process carefully, included in our sales job is the fact of detailing every...

vehicle inside and out, this is one of our way to thank the customers for trusting us with their vehicles, I should add that our customer are always happy to get that level of service. When Mr. [redacted] kept his scheduled appointment, he indicated that the condition of his BMW was perfect. This gave our office staff reason to be concerned, because in our experience, there are no perfect cars. My office staff immediately took many pictures, particularly pictures of scratches throughout his car finish and moldings both inside the vehicle and out, these pictures are available for review upon request. The photos have been submitted to the Bureau of Automotive Repair as part of our information. We removed his front bumper and did cosmetic repairs as the Insurance company directed the repairs to be done, within the direction to repair was the re-use of the emblem on the front bumper, the emblem was was re-used, this emblem was not in perfect shape as photos show. Mr. [redacted] indicated in his complain that the cooling radiator was damaged, unfortunately the radiator lives behind his condenser and the condenser would have also been damaged. When Mr. [redacted] called to complain about the work, we took action by contacting his insurance for the replacement of the emblem and a lower grille which we couldn't tell was damaged, Mr. [redacted] could, so we requested the insurance company to have it replaced on his behalf. The insurance company conceded and allowed the parts to be replaced. We stayed in contact with Mr. Guest. Mr. [redacted] again kept his appointment for the re-do work, we had every part on hand and a new repair order ready to be signed, Mr. [redacted] came in the front office while other customers were present and laid in on the staff about how we had damaged his BMW and he hadn't any sleep since we "fixed" his car. I was in my office and heard him talking to my staff so I greeted him and walked with him out to the front of the shop to talk, as he reiterated the problems, I postured to be understanding and wanted to enlighten him on our eagerness to help, he told me I had to buy his car because of the problems I created. I told him I wasn't going to buy his car but I would be willing to re-do the work to his satisfaction. He told me I had to buy his car, I declined. Mr. [redacted] shouted that I will be hearing from his attorney. No word yet. Mr. [redacted] has also asked The Bureau of Automotive Repair for help with this matter, they have visited my shop, I have furnished all pertinent documents including 29 photos, they had me sign consenting the visit but no violations were noted and haven't heard anything back. My shop stands at the pinnacle of customer service always has and always will, and if given the opportunity we can show good faith every single time including this time. [redacted]