August 20,
Revdex.com
Viewridge Ave, Ste
San Diego, CA 92123-
Re: case # *** ***, ***
Good morning Ms***,
I completely disagree with the fanciful version that this person is representing as being the truth. I have interviewed my staff extensively and poured over our documentation (including the time / date stamped notes) thoroughly and all evidence points to the fact that we have followed the letter of the law in this instance and conducted business ethically and appropriately, just as we always do
To reiterate some of the important aspects of this case from our perspective; the vehicle arrived via tow truck without any customer information or even the courtesy of a phone call. Mercury Insurance visited after several days (our first clue as to the trucks ownership) and prepared their estimate. We matched it in our system, produced our repair order (contract) and emailed this customer a copy of same with our information request form for his signatureHe signed the contract and sent it back to us authorizing repairs. We ordered the parts from our Ford dealer, received them and were beginning repairs when *** suddenly elected to change his mind and take it elsewhere for repair
In light of all that, we feel we have been most generous in declining to hold him to his written contract, as was our legal right. Additionally, despite being legally allowed a state-set charge of $a day storage fee for the entire time the truck was here, we elected to charge for only five. Our minimal processing fee nowhere near covered the hours we had invested and finally, we managed to reverse the 15% parts restocking charge on his returned parts based on our tenured relationship with this dealership, all in his favor We value our customers and treat them with the utmost respect and only ask for the same in return. We operate on a Best Practices model and would never do anything to diminish the perfect A+ rating we have enjoyed for decades with the Revdex.com. Thank you for your assistance in this matter, however, I am declining to provide any further financial benefit to this individual. He is welcome to pursue this via legal remedy as is his right, but I would then be inclined to plead for relief honoring our contract
Best regards,
*** ***
This is the biggest lie ever!!!!, I CALLED AND MAKE SURE THAT IS OK TO SEND MY TRUCK OVER WITHOUT ME BECAUSE I WAS AT WORK, why would I send my truck somewhere without calling first? really? who does that? an hr later I called again to make sure the truck arrived, I did not sign no "AUTHORIZATION" to work on truck, only authorization to inspect my truck, and nothng more then that, never got an estimate from this people, never approved any work on truck, never approved anything, but an inspection and estimate wish I never got!!! I was never advise of any fees either, I don't think this people are getting it or they just trying to get away with it !!!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First of all, I was going to have my truck fix by this company but something came up and I had to cash out with the insurance company, I never intend to maximize profits at all, I never even got an estimate from them, never call me to tell me how much, I was never e-mail the estimate, I just went with the original estimate form the insurance company, I only sign a contract the I give them permission to inspect my truck and give an estimate, I never authorize any work or anything else, why would they order parts when I haven't authorize any work neither the insurance company, I am not behaving "terrible" like they said, I was never told about the fees, "NEVER" they are not on the papers I sign, are they on their wall? maybe I was never there, I had my truck tow to them because I heard they do good work, I have a body shop next to office I could just went there to maximize my cash don't you think? by the way my truck was not even there a week, on the "contract" they should put, ( if by any reason you do not decide to have any work done by us, here are the fees) once again nobody ever told me about this fees until I had to paid them, even when I called I told the front desk girl that I was sending somebody to pick up my truck she said let me call you back to make sure is ok, when she called , she told me all the fees, I said that's not fair nobody ever told me about this, she even said I didn't even know about this fees, this simply not fair
Regards,
*** ***
In final review of the customer's complaint, we are offering to settle this by refunding Mr*** his
$We certainly feel that we went above and beyond to secure the proper authorization to repair
Unfortunately, his change of heart and decision to remove his vehicle were made after work had begun
Our fees for daily storage are posted in our lobby as required by law and we did not charge him for
much of the time that his vehicle was here
I have mailed this refund to the customer directlyPlease don't hesitate to contact me should you have
any further questions
Sincerely,
*** *** ***
CFO
I'm sorry for the tardy response but I've been ovt of town for several weeks and unfortunately have to
leave again tonightThis case is emblematic of what happens In our Industry all too frequentlyPeople
know that we do the most thorough job of damage analysis In the industry and
some come only to have
their claims settled at the most advantageous levelFrom the evidence it would appear on the surface
at least, that this consumer simply used us to extract the maximum from the Insurance company and
elected to have it patched back together elsewhere for his personal financial benefitThis may not have
been the case but all evidence points to the contraryTo make matters even muddier, this gentleman
signed a binding contract with us after we had completed negotiations with the Insurance company
involved and had a revised estimate in handNot only had we secured Mr***'s written
authorization to repair, but we had ordered the necessary parts, received those parts and were about to
move forward in the repair process when he arbitrarily decided to rescind his authorizationWe had
expended numerous valuable hours in negotiation, production of the required documents including
parts sourcing and so onWe had, and have, a legal contract With Mr*** and, had we chosen
to behave in a "terrible, simply terrible" manner, we were certainly within our legal rights to proceed
with the repair despite the customer's change of heartHowever, these situations demand a big-picture
viewpoint and not doing so can create horrible relationships, so we took the high road and released the
vehicle to himHis vehicle was towed in and was on our property for nearly two weeks, however, we
only charged him for frve days at the California legal daily fee storage of $a day and not the legally
applied daysNeither did we charge him for our actual time Investment, instead, opted for a simple
one-hour $Administration FeeAlso in his favor, we successfully negotiated with our Ford dealer
to waive the customary 15% restocking charge on the parts he effectively orderedThe subject fees for
these eventualities are clearly posted In our lobby for an to see and he never once indicated that we
were not repairing this vehicleAs I said, I'm headed out for two weeks, retuming on July 2.2nd, so if
further interaction is required on this matter, I will hear from you then
Sincerely,
*** *** CEO
August 20,
Revdex.com
Viewridge Ave, Ste
San Diego, CA 92123-
Re: case # *** ***, ***
Good morning Ms***,
I completely disagree with the fanciful version that this person is representing as being the truth. I have interviewed my staff extensively and poured over our documentation (including the time / date stamped notes) thoroughly and all evidence points to the fact that we have followed the letter of the law in this instance and conducted business ethically and appropriately, just as we always do
To reiterate some of the important aspects of this case from our perspective; the vehicle arrived via tow truck without any customer information or even the courtesy of a phone call. Mercury Insurance visited after several days (our first clue as to the trucks ownership) and prepared their estimate. We matched it in our system, produced our repair order (contract) and emailed this customer a copy of same with our information request form for his signatureHe signed the contract and sent it back to us authorizing repairs. We ordered the parts from our Ford dealer, received them and were beginning repairs when *** suddenly elected to change his mind and take it elsewhere for repair
In light of all that, we feel we have been most generous in declining to hold him to his written contract, as was our legal right. Additionally, despite being legally allowed a state-set charge of $a day storage fee for the entire time the truck was here, we elected to charge for only five. Our minimal processing fee nowhere near covered the hours we had invested and finally, we managed to reverse the 15% parts restocking charge on his returned parts based on our tenured relationship with this dealership, all in his favor We value our customers and treat them with the utmost respect and only ask for the same in return. We operate on a Best Practices model and would never do anything to diminish the perfect A+ rating we have enjoyed for decades with the Revdex.com. Thank you for your assistance in this matter, however, I am declining to provide any further financial benefit to this individual. He is welcome to pursue this via legal remedy as is his right, but I would then be inclined to plead for relief honoring our contract
Best regards,
*** ***
This is the biggest lie ever!!!!, I CALLED AND MAKE SURE THAT IS OK TO SEND MY TRUCK OVER WITHOUT ME BECAUSE I WAS AT WORK, why would I send my truck somewhere without calling first? really? who does that? an hr later I called again to make sure the truck arrived, I did not sign no "AUTHORIZATION" to work on truck, only authorization to inspect my truck, and nothng more then that, never got an estimate from this people, never approved any work on truck, never approved anything, but an inspection and estimate wish I never got!!! I was never advise of any fees either, I don't think this people are getting it or they just trying to get away with it !!!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First of all, I was going to have my truck fix by this company but something came up and I had to cash out with the insurance company, I never intend to maximize profits at all, I never even got an estimate from them, never call me to tell me how much, I was never e-mail the estimate, I just went with the original estimate form the insurance company, I only sign a contract the I give them permission to inspect my truck and give an estimate, I never authorize any work or anything else, why would they order parts when I haven't authorize any work neither the insurance company, I am not behaving "terrible" like they said, I was never told about the fees, "NEVER" they are not on the papers I sign, are they on their wall? maybe I was never there, I had my truck tow to them because I heard they do good work, I have a body shop next to office I could just went there to maximize my cash don't you think? by the way my truck was not even there a week, on the "contract" they should put, ( if by any reason you do not decide to have any work done by us, here are the fees) once again nobody ever told me about this fees until I had to paid them, even when I called I told the front desk girl that I was sending somebody to pick up my truck she said let me call you back to make sure is ok, when she called , she told me all the fees, I said that's not fair nobody ever told me about this, she even said I didn't even know about this fees, this simply not fair
Regards,
*** ***
In final review of the customer's complaint, we are offering to settle this by refunding Mr*** his
$We certainly feel that we went above and beyond to secure the proper authorization to repair
Unfortunately, his change of heart and decision to remove his vehicle were made after work had begun
Our fees for daily storage are posted in our lobby as required by law and we did not charge him for
much of the time that his vehicle was here
I have mailed this refund to the customer directlyPlease don't hesitate to contact me should you have
any further questions
Sincerely,
*** *** ***
CFO
I'm sorry for the tardy response but I've been ovt of town for several weeks and unfortunately have to
leave again tonightThis case is emblematic of what happens In our Industry all too frequentlyPeople
know that we do the most thorough job of damage analysis In the industry and
some come only to have
their claims settled at the most advantageous levelFrom the evidence it would appear on the surface
at least, that this consumer simply used us to extract the maximum from the Insurance company and
elected to have it patched back together elsewhere for his personal financial benefitThis may not have
been the case but all evidence points to the contraryTo make matters even muddier, this gentleman
signed a binding contract with us after we had completed negotiations with the Insurance company
involved and had a revised estimate in handNot only had we secured Mr***'s written
authorization to repair, but we had ordered the necessary parts, received those parts and were about to
move forward in the repair process when he arbitrarily decided to rescind his authorizationWe had
expended numerous valuable hours in negotiation, production of the required documents including
parts sourcing and so onWe had, and have, a legal contract With Mr*** and, had we chosen
to behave in a "terrible, simply terrible" manner, we were certainly within our legal rights to proceed
with the repair despite the customer's change of heartHowever, these situations demand a big-picture
viewpoint and not doing so can create horrible relationships, so we took the high road and released the
vehicle to himHis vehicle was towed in and was on our property for nearly two weeks, however, we
only charged him for frve days at the California legal daily fee storage of $a day and not the legally
applied daysNeither did we charge him for our actual time Investment, instead, opted for a simple
one-hour $Administration FeeAlso in his favor, we successfully negotiated with our Ford dealer
to waive the customary 15% restocking charge on the parts he effectively orderedThe subject fees for
these eventualities are clearly posted In our lobby for an to see and he never once indicated that we
were not repairing this vehicleAs I said, I'm headed out for two weeks, retuming on July 2.2nd, so if
further interaction is required on this matter, I will hear from you then
Sincerely,
*** *** CEO