[redacted] brought his vehicle to us on New Years Eve (12/31/14)with rear end damage to his vehicleHe was complaining of a mechanical issue that we would have to send to [redacted] to diagnose before the repair work started as he felt that it was not safe to driveHe stated that we would need a rental car while his vehicle was in the shopI explained to [redacted] that since an insurance claim had not been set up and the holiday was imminent that the car might sit for a week or two until the claims process (Statements, Police reports recieved etc.) could be startedThis process is one that we cannot expedite as a repair shopHe agreed and signed two forms, an Authorization to Repair, and a Direction of PaymentThese forms are required to be signed to leave the car at our shop [redacted] sent us an electronic assignment on 1/12/This would allow us to send them photos, estimates of damage directly to themWe wrote an estimate and informed [redacted] of a possible mechanical issue with the carThey informed us that they would pay for diagnosis if the unknown mechanical issue was related to this accidentWe contracted a tow and had the car sent [redacted] of [redacted] *** [redacted] was well informed throughout this process and even spoke with [redacted] (Service Advisor) at ***Being that they could not find anything directly related to the loss they determined that his mechanical issues were due to maintenanceThey detailed this on their invoice of diagnosisCustomer also declined these repairsThis process took over a week due to [redacted] of [redacted] workloadThe customer was informed of these delaysWe got the vehicle back from the dealer and from previous discussions contacted [redacted] regarding some custom work he wanted to have done on his vehicleHe had some issues withe the quarter panels that had become rotted and rustyI told him that since the insurance company had already paid to blend the paint into those panels that I could give him a discounted price to repair and refinish those areasHe also wanted to paint the top surfaces (hood, roof, mirror caps, and top of the decklid matte black and change the trunk lid to a custom one he had found on the internetI explained to him that due to warranty issues we wouldn't purchase the decklid, and that he could certainly purchase it and we would be happy to install and paint itWe would then credit him on the final bill (the insurance claim had already paid for a decklid) [redacted] was very pleased that we would accommodate him and do a unique job that would make his car stand outWe determined that between what the insurance had already allotted and out of his pocket he could only spend $plus taxI informed him that his out of pocket expenses wouldn't exceed $plus tax When the decklid came we had to spend two hours fitting it (didn't charge [redacted] ) because it was aftermarket and was made from fiberglass, we also noticed that the lifting shocks for the decklid were leaking and would inevitably breakThese were wear and tear items and I added them into the job (Also not charged to [redacted] ) He knew of the work that went into fitting it, I never made mention about the trunk shocks [redacted] picked up his vehicle inside the shop as I was proud of the job we did and it was exteremely cold out, since he had come late in the day (past closing) and we had stayed later to accomodate his scheduleI had also informed him that during the reassembly of the vehicle we had noticed that the left taillight that was sent had been sent incorrectly and that a new one was on orderHe was OK with picking up the vehicle as I promised him that when the new one came in he could install it one day during the next week while he waited I became friendly with [redacted] throughout this repair process and did my best to keep him informed during the repair processMy staff treated him fairly and went above and beyond for him He was given copies of all repair paperwork The following week [redacted] called our shop irate and wanted to come down to the shop and "straighten everything out with Joe" and was "pissed" because he felt that we were unfair with him and the job was too expensiveI unfortunately was not in the office at the timeMy secretary [redacted] had felt threatened, intimidated and was confused because we had nothing but a positive experience with [redacted] When I found out about the phone call, I was in shockNot only had we saved [redacted] money, but we dropped several charges and included services that we reduced dramatically to stay within his personal budgetThis had all been made very clear to [redacted] upon the last few dealings including the piof the vehicle My phone call to [redacted] was a short first call that I asked him to come down to see what we had done wrong and even go line by line and explain itHe had lost service and the call was droppedI called him back to see if there was any way he could come to the shop tonight and I would wait for himI didn't want any confusion, as I felt that we had provided exceptional customer service, and a great repair In addition [redacted] damaged his rental car during the process of repairs and will owe us a $deductible for that repairThis has not been resolvedIncluded you will see, signed copies of bill sent to [redacted] , a copy of [redacted] additionally requested work, a Credit for $(for his deckild) and almost a 40% discount for services renderedAs of today the only thing we owe [redacted] is a left taillight that is here at our shop and emblems for the decklid that he requested (he was owed these but we were requested not to install) If he feels threatened by anyone at our shop, I assure you that that shouldn't be the case and any resolutions further than that can be resolved amicablyI still consider [redacted] a great customer and hopefully we have explained ourselves sufficientlySincerely, [redacted] New England Colli
[redacted] brought his vehicle to us on New Years Eve (12/31/14)with rear end damage to his vehicle. He was complaining of a mechanical issue that we would have to send to [redacted] to diagnose before the repair work started as he felt that it was not safe to drive. He stated that we would need a...
rental car while his vehicle was in the shop. I explained to [redacted] that since an insurance claim had not been set up and the holiday was imminent that the car might sit for a week or two until the claims process (Statements, Police reports recieved etc.) could be started. This process is one that we cannot expedite as a repair shop. He agreed and signed two forms, an Authorization to Repair, and a Direction of Payment. These forms are required to be signed to leave the car at our shop.
[redacted] sent us an electronic assignment on 1/12/2015. This would allow us to send them photos, estimates of damage directly to them. We wrote an estimate and informed [redacted] of a possible mechanical issue with the car. They informed us that they would pay for diagnosis if the unknown mechanical issue was related to this accident. We contracted a tow and had the car sent [redacted] of [redacted] was well informed throughout this process and even spoke with [redacted] (Service Advisor) at [redacted]. Being that they could not find anything directly related to the loss they determined that his mechanical issues were due to maintenance. They detailed this on their invoice of diagnosis. Customer also declined these repairs. This process took over a week due to [redacted] of [redacted] workload. The customer was informed of these delays.
We got the vehicle back from the dealer and from previous discussions contacted [redacted] regarding some custom work he wanted to have done on his vehicle. He had some issues withe the quarter panels that had become rotted and rusty. I told him that since the insurance company had already paid to blend the paint into those panels that I could give him a discounted price to repair and refinish those areas. He also wanted to paint the top surfaces (hood, roof, mirror caps, and top of the decklid matte black and change the trunk lid to a custom one he had found on the internet. I explained to him that due to warranty issues we wouldn't purchase the decklid, and that he could certainly purchase it and we would be happy to install and paint it. We would then credit him on the final bill (the insurance claim had already paid for a decklid)
[redacted] was very pleased that we would accommodate him and do a unique job that would make his car stand out. We determined that between what the insurance had already allotted and out of his pocket he could only spend $700 plus tax. I informed him that his out of pocket expenses wouldn't exceed $700 plus tax.
When the decklid came we had to spend two hours fitting it (didn't charge [redacted]) because it was aftermarket and was made from fiberglass, we also noticed that the lifting shocks for the decklid were leaking and would inevitably break. These were wear and tear items and I added them into the job (Also not charged to [redacted]) He knew of the work that went into fitting it, I never made mention about the trunk shocks.
[redacted] picked up his vehicle inside the shop as I was proud of the job we did and it was exteremely cold out, since he had come late in the day (past closing) and we had stayed later to accomodate his schedule. I had also informed him that during the reassembly of the vehicle we had noticed that the left taillight that was sent had been sent incorrectly and that a new one was on order. He was OK with picking up the vehicle as I promised him that when the new one came in he could install it one day during the next week while he waited. I became friendly with [redacted] throughout this repair process and did my best to keep him informed during the repair process. My staff treated him fairly and went above and beyond for him. He was given copies of all repair paperwork.
The following week [redacted] called our shop irate and wanted to come down to the shop and "straighten everything out with Joe" and was "pissed" because he felt that we were unfair with him and the job was too expensive. I unfortunately was not in the office at the time. My secretary [redacted] had felt threatened, intimidated and was confused because we had nothing but a positive experience with [redacted]. When I found out about the phone call, I was in shock. Not only had we saved [redacted] money, but we dropped several charges and included services that we reduced dramatically to stay within his personal budget. This had all been made very clear to [redacted] upon the last few dealings including the pick-up of the vehicle. My phone call to [redacted] was a short first call that I asked him to come down to see what we had done wrong and even go line by line and explain it. He had lost service and the call was dropped. I called him back to see if there was any way he could come to the shop tonight and I would wait for him. I didn't want any confusion, as I felt that we had provided exceptional customer service, and a great repair.
In addition [redacted] damaged his rental car during the process of repairs and will owe us a $500 deductible for that repair. This has not been resolved.
Included you will see, signed copies of bill sent to [redacted], a copy of [redacted] additionally requested work, a Credit for $350 (for his deckild) and almost a 40% discount for services rendered.
As of today the only thing we owe [redacted] is a left taillight that is here at our shop and 2 emblems for the decklid that he requested (he was owed these but we were requested not to install). If he feels threatened by anyone at our shop, I assure you that that shouldn't be the case and any resolutions further than that can be resolved amicably.
I still consider [redacted] a great customer and hopefully we have explained ourselves sufficiently.
Sincerely,
[redacted]
New England Colli
[redacted] brought his vehicle to us on New Years Eve (12/31/14)with rear end damage to his vehicleHe was complaining of a mechanical issue that we would have to send to [redacted] to diagnose before the repair work started as he felt that it was not safe to driveHe stated that we would need a rental car while his vehicle was in the shopI explained to [redacted] that since an insurance claim had not been set up and the holiday was imminent that the car might sit for a week or two until the claims process (Statements, Police reports recieved etc.) could be startedThis process is one that we cannot expedite as a repair shopHe agreed and signed two forms, an Authorization to Repair, and a Direction of PaymentThese forms are required to be signed to leave the car at our shop [redacted] sent us an electronic assignment on 1/12/This would allow us to send them photos, estimates of damage directly to themWe wrote an estimate and informed [redacted] of a possible mechanical issue with the carThey informed us that they would pay for diagnosis if the unknown mechanical issue was related to this accidentWe contracted a tow and had the car sent [redacted] of [redacted] *** [redacted] was well informed throughout this process and even spoke with [redacted] (Service Advisor) at ***Being that they could not find anything directly related to the loss they determined that his mechanical issues were due to maintenanceThey detailed this on their invoice of diagnosisCustomer also declined these repairsThis process took over a week due to [redacted] of [redacted] workloadThe customer was informed of these delaysWe got the vehicle back from the dealer and from previous discussions contacted [redacted] regarding some custom work he wanted to have done on his vehicleHe had some issues withe the quarter panels that had become rotted and rustyI told him that since the insurance company had already paid to blend the paint into those panels that I could give him a discounted price to repair and refinish those areasHe also wanted to paint the top surfaces (hood, roof, mirror caps, and top of the decklid matte black and change the trunk lid to a custom one he had found on the internetI explained to him that due to warranty issues we wouldn't purchase the decklid, and that he could certainly purchase it and we would be happy to install and paint itWe would then credit him on the final bill (the insurance claim had already paid for a decklid) [redacted] was very pleased that we would accommodate him and do a unique job that would make his car stand outWe determined that between what the insurance had already allotted and out of his pocket he could only spend $plus taxI informed him that his out of pocket expenses wouldn't exceed $plus tax When the decklid came we had to spend two hours fitting it (didn't charge [redacted] ) because it was aftermarket and was made from fiberglass, we also noticed that the lifting shocks for the decklid were leaking and would inevitably breakThese were wear and tear items and I added them into the job (Also not charged to [redacted] ) He knew of the work that went into fitting it, I never made mention about the trunk shocks [redacted] picked up his vehicle inside the shop as I was proud of the job we did and it was exteremely cold out, since he had come late in the day (past closing) and we had stayed later to accomodate his scheduleI had also informed him that during the reassembly of the vehicle we had noticed that the left taillight that was sent had been sent incorrectly and that a new one was on orderHe was OK with picking up the vehicle as I promised him that when the new one came in he could install it one day during the next week while he waited I became friendly with [redacted] throughout this repair process and did my best to keep him informed during the repair processMy staff treated him fairly and went above and beyond for him He was given copies of all repair paperwork The following week [redacted] called our shop irate and wanted to come down to the shop and "straighten everything out with Joe" and was "pissed" because he felt that we were unfair with him and the job was too expensiveI unfortunately was not in the office at the timeMy secretary [redacted] had felt threatened, intimidated and was confused because we had nothing but a positive experience with [redacted] When I found out about the phone call, I was in shockNot only had we saved [redacted] money, but we dropped several charges and included services that we reduced dramatically to stay within his personal budgetThis had all been made very clear to [redacted] upon the last few dealings including the piof the vehicle My phone call to [redacted] was a short first call that I asked him to come down to see what we had done wrong and even go line by line and explain itHe had lost service and the call was droppedI called him back to see if there was any way he could come to the shop tonight and I would wait for himI didn't want any confusion, as I felt that we had provided exceptional customer service, and a great repair In addition [redacted] damaged his rental car during the process of repairs and will owe us a $deductible for that repairThis has not been resolvedIncluded you will see, signed copies of bill sent to [redacted] , a copy of [redacted] additionally requested work, a Credit for $(for his deckild) and almost a 40% discount for services renderedAs of today the only thing we owe [redacted] is a left taillight that is here at our shop and emblems for the decklid that he requested (he was owed these but we were requested not to install) If he feels threatened by anyone at our shop, I assure you that that shouldn't be the case and any resolutions further than that can be resolved amicablyI still consider [redacted] a great customer and hopefully we have explained ourselves sufficientlySincerely, [redacted] New England Colli
[redacted] brought his vehicle to us on New Years Eve (12/31/14)with rear end damage to his vehicle. He was complaining of a mechanical issue that we would have to send to [redacted] to diagnose before the repair work started as he felt that it was not safe to drive. He stated that we would need a...
rental car while his vehicle was in the shop. I explained to [redacted] that since an insurance claim had not been set up and the holiday was imminent that the car might sit for a week or two until the claims process (Statements, Police reports recieved etc.) could be started. This process is one that we cannot expedite as a repair shop. He agreed and signed two forms, an Authorization to Repair, and a Direction of Payment. These forms are required to be signed to leave the car at our shop.
[redacted] sent us an electronic assignment on 1/12/2015. This would allow us to send them photos, estimates of damage directly to them. We wrote an estimate and informed [redacted] of a possible mechanical issue with the car. They informed us that they would pay for diagnosis if the unknown mechanical issue was related to this accident. We contracted a tow and had the car sent [redacted] of [redacted] was well informed throughout this process and even spoke with [redacted] (Service Advisor) at [redacted]. Being that they could not find anything directly related to the loss they determined that his mechanical issues were due to maintenance. They detailed this on their invoice of diagnosis. Customer also declined these repairs. This process took over a week due to [redacted] of [redacted] workload. The customer was informed of these delays.
We got the vehicle back from the dealer and from previous discussions contacted [redacted] regarding some custom work he wanted to have done on his vehicle. He had some issues withe the quarter panels that had become rotted and rusty. I told him that since the insurance company had already paid to blend the paint into those panels that I could give him a discounted price to repair and refinish those areas. He also wanted to paint the top surfaces (hood, roof, mirror caps, and top of the decklid matte black and change the trunk lid to a custom one he had found on the internet. I explained to him that due to warranty issues we wouldn't purchase the decklid, and that he could certainly purchase it and we would be happy to install and paint it. We would then credit him on the final bill (the insurance claim had already paid for a decklid)
[redacted] was very pleased that we would accommodate him and do a unique job that would make his car stand out. We determined that between what the insurance had already allotted and out of his pocket he could only spend $700 plus tax. I informed him that his out of pocket expenses wouldn't exceed $700 plus tax.
When the decklid came we had to spend two hours fitting it (didn't charge [redacted]) because it was aftermarket and was made from fiberglass, we also noticed that the lifting shocks for the decklid were leaking and would inevitably break. These were wear and tear items and I added them into the job (Also not charged to [redacted]) He knew of the work that went into fitting it, I never made mention about the trunk shocks.
[redacted] picked up his vehicle inside the shop as I was proud of the job we did and it was exteremely cold out, since he had come late in the day (past closing) and we had stayed later to accomodate his schedule. I had also informed him that during the reassembly of the vehicle we had noticed that the left taillight that was sent had been sent incorrectly and that a new one was on order. He was OK with picking up the vehicle as I promised him that when the new one came in he could install it one day during the next week while he waited. I became friendly with [redacted] throughout this repair process and did my best to keep him informed during the repair process. My staff treated him fairly and went above and beyond for him. He was given copies of all repair paperwork.
The following week [redacted] called our shop irate and wanted to come down to the shop and "straighten everything out with Joe" and was "pissed" because he felt that we were unfair with him and the job was too expensive. I unfortunately was not in the office at the time. My secretary [redacted] had felt threatened, intimidated and was confused because we had nothing but a positive experience with [redacted]. When I found out about the phone call, I was in shock. Not only had we saved [redacted] money, but we dropped several charges and included services that we reduced dramatically to stay within his personal budget. This had all been made very clear to [redacted] upon the last few dealings including the pick-up of the vehicle. My phone call to [redacted] was a short first call that I asked him to come down to see what we had done wrong and even go line by line and explain it. He had lost service and the call was dropped. I called him back to see if there was any way he could come to the shop tonight and I would wait for him. I didn't want any confusion, as I felt that we had provided exceptional customer service, and a great repair.
In addition [redacted] damaged his rental car during the process of repairs and will owe us a $500 deductible for that repair. This has not been resolved.
Included you will see, signed copies of bill sent to [redacted], a copy of [redacted] additionally requested work, a Credit for $350 (for his deckild) and almost a 40% discount for services rendered.
As of today the only thing we owe [redacted] is a left taillight that is here at our shop and 2 emblems for the decklid that he requested (he was owed these but we were requested not to install). If he feels threatened by anyone at our shop, I assure you that that shouldn't be the case and any resolutions further than that can be resolved amicably.
I still consider [redacted] a great customer and hopefully we have explained ourselves sufficiently.
Sincerely,
[redacted]
New England Colli
Additional information from company - please see attachment