PLEASE SEE ATTACHE CORRESPONDENCE. PLEASE CONTACT US IF YOU HAVE ANY QUESTIONS. THANK YOU,[redacted]GENERAL MANAGERCOMPLAINT # [redacted] This Letter is in response to the complaint filed by Mr. [redacted] on 9/29/2016. I would like to address his complaint line item by line item. Mr. [redacted]...
in his complaint stated the repair we performed should have taken 4 days to complete. The work order on the 2016 Audi A3 called for us to replace the left front door shell AND the left rear door shell. The insurance itself allowed us 10 days to complete these repairs. We are all aware that even ten days in lieu of the current collision repair landscape due to the hail storm is not reasonable especially with size of this particular work order. So, Mr. [redacted]’s “4 day” expectation leads us to wonder right off the bat if there was any satisfying this customer. Secondly, Mr. [redacted] stated that when he got his vehicle back there were scratches and dings on the car that were not there prior to him dropping his car off with us. Although the issues Mr. [redacted] pointed out had NOTHING to do with the work we performed and there was no way of us knowing if these scratches were on the car prior, we still took care of all the issues he expressed concern about at no additional charge to Mr. [redacted]. Thirdly, Mr. [redacted] is complaining that the window tint we put on the car is flaking and peeling. Let me be clear, we NEVER tinted Mr. [redacted]’s windows. He admitted to us after this complaint was filed in person that he made a mistake about that. Once you start putting the entire picture together you can clearly see this man will not be satisfied unless he gets money in return—no matter what—To recap, Mr. [redacted]’s key time of 4 days was an impossible expectation. The issues that were outside of the work we performed we took care of immediately at no cost. And finally, Mr. [redacted]’s claim that we tinted his windows is completely and totally untrue. NEVER HAPPENED and he admitted that was his mistake. Southwest Paint and Body has been in business in San Antonio for thirty years with the same name and ownership. We pride ourselves on providing excellent work and unmatched customer service. We are contracted with the City of San Antonio to repair all light duty sedans and pickups. We work for all departments of GSA and work with over 40 of the largest auto dealers in San Antonio. The quality of our retail work has earned us a top ten ranking for collision repair centers in San Antonio. We have earned these accounts and ranking due to the quality of our work and customer service. The work and service that Mr. [redacted] received was no different. ...⇄ [redacted]
We appreciate the opportunity to respond to the [redacted]'s misguided statements regarding the repairs performed on a 1968 Chevy Impala at Southwest Paint and Body. I would like to begin by separating fiction in the [redacted]'s statement versus the facts. The [redacted]'s begin by stating they own a...
"classic" 1968 Impala. The truth is both of the said vehicles % panels are completely rusted out from the bottom up. The weather stripping on the hood, trunk and doors is completely dry rotted. Most all screws on the vehicle are corroded with rust. The metal on the car is seriously pitted due to deterioration. This vehicle is 47 years old and came in to us in extremely poor condition. Secondly, it was made crystal clear by our General Manager that this vehicle needed a complete restoration and that we are NOT a custom body shop. He clearly made both Mr. AND Mrs. [redacted] aware that this vehicle needed to be sand blasted and totally 100% stripped to achieve a "restored" condition. He went on further to explain that the closest service to the above mentioned that we offer was a heavy machine sand procedure which is not the same show room finish. The definition of a restoration is the act of bringing back to a former condition which in this vehicles case would take 10's of thousands of dollars and either panel replacement or sand blasting. After she was made aware of her vehicle's realistic condition she stated "I just want a nice paint job". Allow me to point out a few additional false hoods stated by Mrs. [redacted]. She states that she paid us before we started the job. —100% false—All customers pay at the time of delivery without exception. She stated we never made her aware of our payment policy. Our payment policy is hanging in the office in the center of the wall in a wooden frame where it has been for the last 30 years of operation. She states that someone at our shop told her that [redacted] was aware of the awful work we performed and new there was going to be an issue-100% false. Keep in mind she cannot say whom she spoke to that told her that. Mrs. [redacted] is seriously misleading with regards to the period of time it took to complete this job as it took her almost 1 MONTH to decide what color she wanted to paint the car as it sat in the shop. Also, Mrs. [redacted] is stating that [redacted] issued her a new contract that "greatly differed" from her original. The contracts clearly mirror each other and if that was true why would anyone sign a contract that so "greatly differed" from the original. Keep in mind please, Mrs. [redacted] is asking for $3900.00
PLEASE SEE ATTACHE CORRESPONDENCE. PLEASE CONTACT US IF YOU HAVE ANY QUESTIONS. THANK YOU,[redacted]GENERAL MANAGERCOMPLAINT # [redacted] This Letter is in response to the complaint filed by Mr. [redacted] on 9/29/2016. I would like to address his complaint line item by line item. Mr. [redacted]...
in his complaint stated the repair we performed should have taken 4 days to complete. The work order on the 2016 Audi A3 called for us to replace the left front door shell AND the left rear door shell. The insurance itself allowed us 10 days to complete these repairs. We are all aware that even ten days in lieu of the current collision repair landscape due to the hail storm is not reasonable especially with size of this particular work order. So, Mr. [redacted]’s “4 day” expectation leads us to wonder right off the bat if there was any satisfying this customer. Secondly, Mr. [redacted] stated that when he got his vehicle back there were scratches and dings on the car that were not there prior to him dropping his car off with us. Although the issues Mr. [redacted] pointed out had NOTHING to do with the work we performed and there was no way of us knowing if these scratches were on the car prior, we still took care of all the issues he expressed concern about at no additional charge to Mr. [redacted]. Thirdly, Mr. [redacted] is complaining that the window tint we put on the car is flaking and peeling. Let me be clear, we NEVER tinted Mr. [redacted]’s windows. He admitted to us after this complaint was filed in person that he made a mistake about that. Once you start putting the entire picture together you can clearly see this man will not be satisfied unless he gets money in return—no matter what—To recap, Mr. [redacted]’s key time of 4 days was an impossible expectation. The issues that were outside of the work we performed we took care of immediately at no cost. And finally, Mr. [redacted]’s claim that we tinted his windows is completely and totally untrue. NEVER HAPPENED and he admitted that was his mistake. Southwest Paint and Body has been in business in San Antonio for thirty years with the same name and ownership. We pride ourselves on providing excellent work and unmatched customer service. We are contracted with the City of San Antonio to repair all light duty sedans and pickups. We work for all departments of GSA and work with over 40 of the largest auto dealers in San Antonio. The quality of our retail work has earned us a top ten ranking for collision repair centers in San Antonio. We have earned these accounts and ranking due to the quality of our work and customer service. The work and service that Mr. [redacted] received was no different. ...⇄ [redacted]
We appreciate the opportunity to respond to the [redacted]'s misguided statements regarding the repairs performed on a 1968 Chevy Impala at Southwest Paint and Body. I would like to begin by separating fiction in the [redacted]'s statement versus the facts. The [redacted]'s begin by stating they own a...
"classic" 1968 Impala. The truth is both of the said vehicles % panels are completely rusted out from the bottom up. The weather stripping on the hood, trunk and doors is completely dry rotted. Most all screws on the vehicle are corroded with rust. The metal on the car is seriously pitted due to deterioration. This vehicle is 47 years old and came in to us in extremely poor condition. Secondly, it was made crystal clear by our General Manager that this vehicle needed a complete restoration and that we are NOT a custom body shop. He clearly made both Mr. AND Mrs. [redacted] aware that this vehicle needed to be sand blasted and totally 100% stripped to achieve a "restored" condition. He went on further to explain that the closest service to the above mentioned that we offer was a heavy machine sand procedure which is not the same show room finish. The definition of a restoration is the act of bringing back to a former condition which in this vehicles case would take 10's of thousands of dollars and either panel replacement or sand blasting. After she was made aware of her vehicle's realistic condition she stated "I just want a nice paint job". Allow me to point out a few additional false hoods stated by Mrs. [redacted]. She states that she paid us before we started the job. —100% false—All customers pay at the time of delivery without exception. She stated we never made her aware of our payment policy. Our payment policy is hanging in the office in the center of the wall in a wooden frame where it has been for the last 30 years of operation. She states that someone at our shop told her that [redacted] was aware of the awful work we performed and new there was going to be an issue-100% false. Keep in mind she cannot say whom she spoke to that told her that. Mrs. [redacted] is seriously misleading with regards to the period of time it took to complete this job as it took her almost 1 MONTH to decide what color she wanted to paint the car as it sat in the shop. Also, Mrs. [redacted] is stating that [redacted] issued her a new contract that "greatly differed" from her original. The contracts clearly mirror each other and if that was true why would anyone sign a contract that so "greatly differed" from the original. Keep in mind please, Mrs. [redacted] is asking for $3900.00