NV Pools and Service

Initial Business Response /* (1000, 8, 2015/10/20) */
Contact Name and Title: Harry [redacted], owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
Miller Collision Center
5200 Melton Road, Gary IN 46408
Phone (XXX) XXX-XXX Fax (XXX) XXX-XXXX

We received an...

email from Mr. [redacted] about getting some inner rockers and outer rockers and corners replaced on his truck. I had him come in so I could inspect the vehicle and the parts that he bought. After inspection, I verified that he did buy the correct parts. I told him it would be $850 to do this repair for him. He agreed to this price. He brought the vehicle in and we cut the old parts out. I explained to him that, regarding the inner rockers, they are impossible to put in full without having to cut the whole floor out of the truck. I would have to slot them in order for them to fit. He understood this and was highly aware of it. We called him when we were done, and asked him to come inspect the truck before delivery (to him). He came in, walked around the truck and was very satisfied with the job I did. Since we still had the truck up on the rack for him, he was able to actually go underneath the truck. He said there was a gap that he didn't like. So he took the truck with him that day, and then brought it back for a second time to fix this issue. I had the truck for a day and a half. I fixed the one gap that he didn't like, which I agree was understandable. There was also some spots underneath that needed seam sealer. I went ahead and fixed the inners and also fixed that little gap. He came back in here and I left the truck on a lift so he (and a friend he brought with) could once again inspect it from underneath. He inspected it, approved of my work, took the truck and left.
When he originally called about this job, all he wanted us to do was cut the inner and outer rockers out and weld the new ones back in. He was talking about leaving solid welds in, which is called "rough"... no seam sealers, no primer, nothing. I had explained to him that we could not do that because it would rust immediately. So we tried to go above and beyond for him by going ahead and doing the finishing work also, so that all he had to do afterwards was paint the truck. I didn't raise my price, even though I did the finishing work on top of all of the rest of the work. We went far and beyond what he originally expected. That was the last time I heard from him regarding my repair work to his truck.
About a week ago, he called me about getting the paint done on the truck. I explained to him that we don't have his exact color, but I could match it up as best as possible.... FOR FREE. He was happy about this so I scheduled him to come in on Wednesday, October 14, 2015. But of course he did not come in on this date because he had obviously already filed this Revdex.com complaint, which we received on Tuesday, October 13.
So inclusion, we do not actually understand this customers complaints. To re-summarize, he came in wanting only basic removal of old parts and welding of new parts. Instead, we (for the same original quoted pricing) did all the finishing work on the truck, also including the primer. We fixed the minor complaints that he had and let him walk around the truck again and see underneath it (as we had left it up in the air on the lift for him). He and his friend agreed they were satisfied and they took the truck from our shop. The only time we heard from them afterwards, was just about painting those sections. Since we strive for customer satisfaction, we offered to paint those sections for free for him. We did, however, explain we didn't have his exact paint match - and this is why we offered to do it for free. He actually agreed to this, scheduled an appointment, then of course never came in again because he contacted you guys instead in the meantime, for some reason that we don't understand. We try to go above and beyond with every collision job we have with every one of our customers, because they are very important to us. For example - like Mr. [redacted] mentioned in his complaint, we did indeed have the truck a couple extra days from the original quoted time, so we gave him a $50.00 discount. I should also mention that there was no "cussing out" or ordering Mr. [redacted] to "leave our shop". If there was ever a problem with a customer, we would most definitely refer the customer immediately to contact our boss, Harry [redacted], and let them talk to him personally. Our boss has verified that he has never had a conversation with Mr. [redacted]. We would never take this into our own hands, considering that I am only a manager here; I am not the owner.
Account written by: RJ [redacted], manager at Miller Collision Center
This account of details has been read, verified, and submitted by: Harry [redacted], owner of Miller Collision Center
OFFER:
Initial Consumer Rebuttal /* (3000, 10, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not remove the old rusted parts they just welded the new parts over it and on the under side user a type of caulk not welded at all they also cut the new parts in spots and welded them to parts of the body that was not rusted through.
Final Consumer Response /* (3000, 17, 2015/11/30) */
HERE ARE SOME PICTURES OF THE WORK THEY DID YOU CAN SEE THAT NEW PARTS ARE PUT ON OVER OLD REUST PARTS



PLEASE HELP

[redacted]