***Please view attached document [redacted] Attention: [redacted] November 9, · Subject: Complaint Filed by [redacted] , ID # [redacted] Dear [redacted] : Please note your records that MrJeremy B [redacted] is now the manager of Carriage Rebuild, fncMrRodney B [redacted] has retired Today we received your letter dated November 2, 2015, regarding the com plaint filed by Mr [redacted] , which was filed on October 20, To our knowledge this entire situation was resolved on October 29, 5, at which time MrJeremy B [redacted] telephoned Mr [redacted] to discuss his concerns and Carriage Rebuild, Increfunded $to Mr [redacted] Complaints and comments Mr [redacted] posted in the nextdoor Downtown Bothell" neighborhood website follow autobody shop repair _., Jet [redacted] Carriage Rebuild at [redacted] overcharged me by $I suggest avoiding the business [redacted] from Downtown BothellOct I did indeed call and ask to discuss my concernsI did not get a call back and the secretary refused to answer my next two calls, sending me directly to "voice mail no longer working." [redacted] The comment on the power of social media is certainly trueAnd I did indeed call three times and wait a week for a Carriage Rebuild response before posting m y negative commentCarriage Rebuild has subsequently reached out to me and refunded the overchargeI consider the matter resolved In case you still require additional information regarding our response to this complaint, the following information is provided On Friday, October 16, 5, one week after the vehicle was completed, our office received a call from Mr [redacted] say I ng he'd like to talk to Jeremy about some of the items listed on his repair orderThe message was amongst several we got and was placed in the return call holderThis is the first we have been notified that he actually filed a complaint with the Revdex.com four days later (two working days for us)The next notice received regarding this issue was late the following Thursday, October 22rdA neighbor can1e over and told us that a compliant had been filed against Carriage Rebuild on the " [redacted] " neighborhood website, see the complaint provided above On October 23rd, Mr [redacted] wrote an additional complaint regarding our businessHe claimed that he had called Our office three times and twice the receptionist failed to accept his callsThis was a statement direct l y made to harm our businessThe two second calls listed on Mr [redacted] 's com plaint never rang through to our officeHe claimed the voice mail wasn't even set up which means that Line I was being used by our business so the call rolled over to Line and the voice mail box for the second line is not set upThere was no way for our office to know that Mr [redacted] had called an additional two times as our office phones do not have caller IDTwo of the days of the prior week, following his call on Friday, the office administrator was out of the office as her Mom had back surgeryThat left only one person to run the entire office; receive deliveries; pay drivers; give estimates; etc., thus, calls were not returned in a timely manner All type of personal comments from the public were being made on the Bothell websiteDue to a statement made by Mr [redacted] , Patsy, the person listed as the Salesperson in the complaint, typed the following response on October 26th: [redacted] from Downtown BothellOct I must comment on your responses [redacted] You need to come back in to the shop and discuss this directly with the ownerI DID NOT refuse to answer your next two calls! In fact, we don't even have caller IDI was also out of the office for a day and a half as my Mom had back surgery so I am suspecting many calls went to Line Line has the VM boxIf I am on line I then other incoming calls go to Line If I am working with insurance adjustors I do not put them on hold to answer the 2nd lineThere are two sides to every story and I feel you are voicing an opinion which is negative towards our business; however, you won't come in and talk to usSorry you're not happy with your experience as our goal is always to consider the customer firstWrite a reply Needless to say, the above comment created more negative comments from Mr [redacted] and additional statementsIt was at this point it was determined to keep opinions to ourselves and contact Mr [redacted] to discuss his concernsThe extra work we did on the vehicle, per the owner’s request, was completedThis included touching up and buffing the front and rear bumpers, which the customer had asked us to doOne of the repairs on the insurance claim did not have to be completed the way it was written so we left it as it was and was not going to charge the customer any extra for the touch up of the bumpersAfter discussion with Mr [redacted] it was determined that we would revise the repair order to reflect what we did based on the insurance estimate we provided him a refund of$The last couple statements made by Mr [redacted] state that we refunded the overcharge; However, does not mention that we refunded only a portion of the amount he was requesting nor does it say that he received free labor and materials to improve the appearance of his vehicleThis makes it appear that we did overcharge him by $ This entire situation is very unfortunate as we strive to please our customersThe success of our business over the past years is due to repeat customers, their families, friends, referrals and our locationHopefully Mr [redacted] will find a body shop in his future that he is pleased with Thank you for letting Carriage Rebuild Inctake this opportunity to comment on the complaint that your office receivedWe would appreciate knowing any further correspondence you have regarding this issue or the impact it has placed on our family business Sincerely, Jeremy WB [redacted] Manager Carriage Rebuild, Inc
***Please view attached document [redacted] Attention: [redacted] November 9, · Subject: Complaint Filed by [redacted] , ID # [redacted] Dear [redacted] : Please note your records that MrJeremy B [redacted] is now the manager of Carriage Rebuild, fncMrRodney B [redacted] has retired Today we received your letter dated November 2, 2015, regarding the com plaint filed by Mr [redacted] , which was filed on October 20, To our knowledge this entire situation was resolved on October 29, 5, at which time MrJeremy B [redacted] telephoned Mr [redacted] to discuss his concerns and Carriage Rebuild, Increfunded $to Mr [redacted] Complaints and comments Mr [redacted] posted in the nextdoor Downtown Bothell" neighborhood website follow autobody shop repair _., Jet [redacted] Carriage Rebuild at [redacted] overcharged me by $I suggest avoiding the business [redacted] from Downtown BothellOct I did indeed call and ask to discuss my concernsI did not get a call back and the secretary refused to answer my next two calls, sending me directly to "voice mail no longer working." [redacted] The comment on the power of social media is certainly trueAnd I did indeed call three times and wait a week for a Carriage Rebuild response before posting m y negative commentCarriage Rebuild has subsequently reached out to me and refunded the overchargeI consider the matter resolved In case you still require additional information regarding our response to this complaint, the following information is provided On Friday, October 16, 5, one week after the vehicle was completed, our office received a call from Mr [redacted] say I ng he'd like to talk to Jeremy about some of the items listed on his repair orderThe message was amongst several we got and was placed in the return call holderThis is the first we have been notified that he actually filed a complaint with the Revdex.com four days later (two working days for us)The next notice received regarding this issue was late the following Thursday, October 22rdA neighbor can1e over and told us that a compliant had been filed against Carriage Rebuild on the " [redacted] " neighborhood website, see the complaint provided above On October 23rd, Mr [redacted] wrote an additional complaint regarding our businessHe claimed that he had called Our office three times and twice the receptionist failed to accept his callsThis was a statement direct l y made to harm our businessThe two second calls listed on Mr [redacted] 's com plaint never rang through to our officeHe claimed the voice mail wasn't even set up which means that Line I was being used by our business so the call rolled over to Line and the voice mail box for the second line is not set upThere was no way for our office to know that Mr [redacted] had called an additional two times as our office phones do not have caller IDTwo of the days of the prior week, following his call on Friday, the office administrator was out of the office as her Mom had back surgeryThat left only one person to run the entire office; receive deliveries; pay drivers; give estimates; etc., thus, calls were not returned in a timely manner All type of personal comments from the public were being made on the Bothell websiteDue to a statement made by Mr [redacted] , Patsy, the person listed as the Salesperson in the complaint, typed the following response on October 26th: [redacted] from Downtown BothellOct I must comment on your responses [redacted] You need to come back in to the shop and discuss this directly with the ownerI DID NOT refuse to answer your next two calls! In fact, we don't even have caller IDI was also out of the office for a day and a half as my Mom had back surgery so I am suspecting many calls went to Line Line has the VM boxIf I am on line I then other incoming calls go to Line If I am working with insurance adjustors I do not put them on hold to answer the 2nd lineThere are two sides to every story and I feel you are voicing an opinion which is negative towards our business; however, you won't come in and talk to usSorry you're not happy with your experience as our goal is always to consider the customer firstWrite a reply Needless to say, the above comment created more negative comments from Mr [redacted] and additional statementsIt was at this point it was determined to keep opinions to ourselves and contact Mr [redacted] to discuss his concernsThe extra work we did on the vehicle, per the owner’s request, was completedThis included touching up and buffing the front and rear bumpers, which the customer had asked us to doOne of the repairs on the insurance claim did not have to be completed the way it was written so we left it as it was and was not going to charge the customer any extra for the touch up of the bumpersAfter discussion with Mr [redacted] it was determined that we would revise the repair order to reflect what we did based on the insurance estimate we provided him a refund of$The last couple statements made by Mr [redacted] state that we refunded the overcharge; However, does not mention that we refunded only a portion of the amount he was requesting nor does it say that he received free labor and materials to improve the appearance of his vehicleThis makes it appear that we did overcharge him by $ This entire situation is very unfortunate as we strive to please our customersThe success of our business over the past years is due to repeat customers, their families, friends, referrals and our locationHopefully Mr [redacted] will find a body shop in his future that he is pleased with Thank you for letting Carriage Rebuild Inctake this opportunity to comment on the complaint that your office receivedWe would appreciate knowing any further correspondence you have regarding this issue or the impact it has placed on our family business Sincerely, Jeremy WB [redacted] Manager Carriage Rebuild, Inc