Auto Collision & Glass

Hello Ms [redacted] ,Ms [redacted] didn't show up on Friday or Saturday and hasn't responded since confirming for the 3rd week in a row, that she would drop off her vehicle and pick up her rental car We are glad that you are involved Please let us know when Ms [redacted] will "actually" be dropping off her vehicle so that we can stop this incessant over-scheduling on her behalf We really wish to complete Ms.***s repairs (now that the part is in) Thank you.Respectfully,

We apologize that our response was unsatisfactoryAs stated, the vehicle was release immediately upon the direction of the vehicle owner, as this is company policyI am the general manager of this location, and the only direct contact I had with the customer was a voicemail left seeking her personal release of the vehicleI felt the message was pleasant in nature, but if it was not received that way I certainly apologizeAll other parties involved in this transaction have been coached as a resultOur intentions are only to repair vehicles that repairs have been authorized by the customer to do soIn this case, we received written authorization, and proceeded with preliminary tear downTear down labor charges and standard storage and administrative fees were assessed, as is protocol on any vehiclePlease accept my personal apology for the entire situation

Hello Dispute Resolution,The time frame that it takes to repair a vehicle will differ between models and amount of damage Ms [redacted] stated that money was no object from the beginning as she ordered additional cash repairs for her can It is very common for a person to get antsy when their vehicle is in a repair shop Ms [redacted] neglected to tell you about our conversations on 10/7/when she agreed that she still owed our company an additional $(that I just paid the company out of my own pocket in a futile attempt to keep her happy) She also neglected to mention that she made our tow truck driver wait for an hour on 10/9/because this is what "she suddenly preferred"she has repeatedly made our staff stay after hours to accommodate her level of convenience as an uber-valued customer She did request a different courtesy vehicle because the perfectly safe vehicle we provided (again, at no charge) was not up to her particular liking, but we didn't have anything else available (as our few free vehicles are in very high demand) and her preferred car rental place (Enterprise on Cherry Bottom) had closed at noon on Saturday I don't believe she feared for her safety as she still continued to drive it even though money was not an object She would've simply obtained a vehicle to her liking on her own but she didn't, so that too is a moot point As far as the insurance photos, a picture wouldn't indicate whether or not an interior trim panel would pull away or not, when pulling the door closed There was additional accident related damage (struck on outside of door which popped clips on trim panel) that her insurance company refused to pay fore Our owner approved the additional repair for Ms [redacted] (over $) and it was completed at no charge to the customer, who seemed extra unappreciative Ms [redacted] has repeatedly used vulgar language with our staff which was and always will be totally unwarranted We've never stated that we are not fixing Ms***s' car, this is a very bold lie We have not only already fixed Ms***s' VW Jetta to better than new condition and returned it to her along with a lifetime warranty We've also ordered a part for her drivers side door trim panel (passengers side insert) that doesn't even go on that side of her vehicle We're only doing this because she "thinks" there was an insert on that side originally The part that she had us order is currently on 'back-order' and may not even be available for up to weeks This [redacted] claim closed long ago but we're still trying to please Ms [redacted] and Ms [redacted] has been informed of everything as we progress even further and are still continuing to move forward with her wishes Hopefully this "missing piece" will be the last we hear from Ms [redacted] due to her complete and utter satisfaction I have attached the original Estimate of Record w/Supplement approved by [redacted] along with her requested Cash Repair that she just let me pay for (my family can't afford to be that kind again) and also a copy of the additional $worth of work that we did for this customer in hopes that you understand her thought process versus ours Please let me know if there is anything else that we can do to satisfy this customer other than what we've done and are doing, thanks

My vehicle has not been fully restoredIn addition, I had to rent a car for the additional weekend that they had my car, due to their lack of management not properly overseeing the saffNot only did I had to request to speak with management, a none managing staff member replied to my Revdex.com complaint, as though the company is not concernedThus, I hold strong concern management or the owners are not fully aware of the issues at handAlso, the piece that was on my door, has yet failed to be place back on the doorI requested verification that the piece was order and have received no response I called the following day of receive my car back, my window is not going up and down correctly Nothing was wrong with my windowEach time they have my car, something else becomes wrong with itHowever, I'd I take it somewhere I lose my warranty as Jason statedThis is horrible service When will my car be fully restored My insurance compnay said they would pay for the part of the could prove it was already there when the call was brought inThe repair shop failed to provide this information, we required photosLastly, I never stated I would pay the amount the claim they for got to collectI have done most of my business with them in writingI did not find that emailAlso, I was never presented with verification of this, or that an emplyoee had to oay out of pocketThat alone speaks volumes of the compnay.They stayed they no longer have theyI want this claim brought to a end, by fixing my window, and the piece for my doorIn addition, I would like a call from the manager or owner apologize for the inconvenience they have caused as it would show some sort of concern for me as thier customer and the reputation of thier business

Hello,Auto Collision and Glass received the vehicle in question with a signed form authorizing the collision center to begin repairs on the vehicle We communicated with the insurance provider and secured a rental on behalf of MsBowden. The insurance adjuster had contacted us to release
the vehicle, however, we were unable to do so as the vehicle owner had not provided a releaseAs soon as this direction was given, the vehicle was released to a different repair facility per the customer's requestThe charges assessed to the insurance company are standard charges for vehicle storage, towing, preliminary tear down of the vehicle, and the administration fee

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

Hello,We can not apologize enough for the delays regarding the repairs to the vehicleOnce all supplemental claims were addressed and approved, we did everything in our power to complete all repairs in the shortest time possibleAlthough our standard policy is is to offer a rebate of 10% of the
initial estimate (up to $500.00), we are willing to issue an additional payment in the requested amount of $in order to satisfy all parties involvedPlease advise if this payment will satisfy this dispute. Thank you

I am rejecting this response because: I had provided verbal and written authorization to release the vehicle days prior to when the vehicle was actually releasedThis was due to the fabrications the business was stating to the insurance companyAdditionally, the verbal harassment by the general manager and the sales person was not addressed in their responseThe insurance company also has on record their hostile behavior towards me as well as in person with the insurance representative

This is in responce to the complaint by *** ***. He thought that we were taking too long to repair his vehicle and wanted to move the vehicle to another body shop so we put together our standard charges that he'd accrued and he decided to let us finish the repairs. His
girlfriend, not *** dropped the rental car with us right before we closed in the evening and early the following morning the rental company picked it up. We have hr video and once we were aware of the type of damage from the rental company, we called and informed *** that they type of damage to the rental could not have been done at our location because we have no curbs or raised pavement one our property. He seemed to be satisfied with this answer because he looked around for himself and agreed. We believe that because we gave him a loaner vehicle from our own inventory to drive so that he would not accrue rental charges with *** that he would be satisfied with what we had done to help him with his situations. Thank you, Bridget B***General Manager_______________________

We'd been waiting for liability to be accepted on a 2nd accident when we received this from the Revdex.comIt appears her insurance company may not have accepted liability on the ***'s behalf.This is a clear
misunderstanding so I'll clear a few things up for all parties involved. We paid to get
this vehicle out of an impound
lot and had it towed to our shop on January 20th (not the 18th) and we were
working from her (Auto Owners) insurance company's estimate of record, from
which parts were ordered and work was performed.(no hood damage ever approved)
v
Shortly
afterwards (first week of Feb) we informed Mrs*** that her adjuster was correct
that there would be at least a supplement for suspension damageWhile the
supplement approval was pending (Feb 17th) we informed Mrs*** that her
wheels were discontinued, to which she then informed us that she knew where to
get the rims she wanted on the vehicle and would do so.(additional time required)
Yes, of course we make money on parts, labor etc, but Mrs*** was paid back
in full for her wheels
v
We never
suggested that Mrs*** tell her insurance company anything that was
inaccurate or fraudulent, so if the third tail light needs tightened, no
problem we'll tweak that at no charge (even though she didn't bring it up until
after her 2nd accident) and if her hood had accident related damage then her
insurance company would have covered it (but they didn't pay us to do anything
to her hood and I have no idea where she thinks we'd warranty a component of
the vehicle that isn't being worked on).
I understand if she has some over-spray on the cowl/wipers here and there etc, but it seems
like she's trying to get her hood fixed for free
v
As far as Mrs
*** committing fraud, we have no idea why she saying that phrase, neither do we know what sort of fraud she may have committed, nor do we have
knowledge of what she's told her insurance company. She seems fairly savvy but we've done nothing wrong and we're an open book company which is why I am forwarding over a
copy of the approved insurance estimate/all work performed (including Supplements and 2) for this vehicle, which
does carry our lifetime warranty with it.
-- Please let me know if there is anything else required to bring further clarity to this simple claim (other than clearing of a little over-spray), thanks.Respectfully,

I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to me
0 I am satisfied with this response. Very happy they are doing the right thing

Hello,Auto Collision and Glass received the vehicle in question with a signed form authorizing the collision center to begin repairs on the vehicle.  We communicated with the insurance provider and secured a rental on behalf of Ms. Bowden. The insurance adjuster had contacted us to release the vehicle, however, we were unable to do so as the vehicle owner had not provided a release. As soon as this direction was given, the vehicle was released to a different repair facility per the customer's request. The charges assessed to the insurance company are standard charges for vehicle storage, towing, preliminary tear down of the vehicle, and the administration fee.

Hello Dispute Resolution,The time frame that it takes to repair a vehicle will differ between models and amount of damage.  Ms. [redacted] stated that money was no object from the beginning as she ordered additional cash repairs for her can.  It is very common for a person to get antsy when...

their vehicle is in a repair shop.  Ms [redacted] neglected to tell you about our conversations on 10/7/15 when she agreed that she still owed our company an additional $113 (that I just paid the company out of my own pocket in a futile attempt to keep her happy).  She also neglected to mention that she made our tow truck driver wait for an hour on 10/9/15 because this is what "she suddenly preferred". she has repeatedly made our staff stay after hours to accommodate her level of convenience as an uber-valued customer.   She did request a different courtesy vehicle because the perfectly safe vehicle we provided (again, at no charge) was not up to her particular liking, but we didn't have anything else available (as our few free vehicles are in very high demand) and her preferred car rental place (Enterprise on Cherry Bottom) had closed at noon on Saturday.  I don't believe she feared for her safety as she still continued to drive it even though money was not an object.  She would've simply obtained a vehicle to her liking on her own but she didn't, so that too is a moot point.    As far as the insurance photos, a picture wouldn't indicate whether or not an interior trim panel would pull away or not, when pulling the door closed.  There was additional accident related damage (struck on outside of door which popped clips on trim panel) that her insurance company refused to pay fore.  Our owner approved the additional repair for Ms. [redacted] (over $600 ) and it was completed at no charge to the customer, who seemed extra unappreciative.  Ms. [redacted] has repeatedly used vulgar language with our staff which was and always will be totally unwarranted.  We've never stated that we are not fixing Ms. [redacted]s' car, this is a very bold lie.  We have not only already fixed Ms. [redacted]s' VW Jetta to better than new condition and returned it to her along with a lifetime warranty.  We've also ordered a part for her drivers side door trim panel (passengers side insert) that doesn't even go on that side of her vehicle.  We're only doing this because she "thinks" there was an insert on that side originally.  The part that she had us order is currently on 'back-order' and may not even be available for up to 3 weeks.  This [redacted] claim closed long ago but we're still trying to please Ms [redacted] and Ms. [redacted] has been informed of everything as we progress even further and are still continuing to move forward with her wishes.  Hopefully this "missing piece" will be the last we hear from Ms. [redacted] due to her complete and utter satisfaction.  I have attached the original Estimate of Record w/Supplement approved by [redacted] along with her requested Cash Repair that she just let me pay for (my family can't afford to be that kind again) and also a copy of the additional $600 worth of work that we did for this customer in hopes that you understand her thought process versus ours.   Please let me know if there is anything else that we can do to satisfy this customer other than what we've done and are doing, thanks.

My vehicle has not been fully restored. In addition,  I had to rent a car for the additional weekend that they had my car, due to their lack of management not properly overseeing the saff. Not only did I had to request to speak with management, a none managing staff member replied to my Revdex.com  complaint,  as though the company is not concerned. Thus, I hold strong concern management or the owners are not fully aware of the issues at hand. Also, the piece that was on my door, has yet failed to be place back on the door. I requested verification that the piece was order and have received no response.  I called the following day of receive my car back, my window is not going up and down correctly.  Nothing was wrong with my window. Each time they have my car, something else becomes wrong with it. However, I'd I take it somewhere I lose my warranty as Jason stated. This is horrible service.  When will my car be fully restored.  My insurance compnay said they would pay for the part of the could prove it was already there when the call was brought in. The repair shop failed to provide this information, we required photos. Lastly, I never stated I would pay the amount the claim they for got to collect. I have done most of my business with them in writing. I did not find that email. Also, I was never presented with verification of this, or that an emplyoee had to oay out of pocket. That alone speaks volumes of the compnay.They stayed they no longer have they. I want this claim brought to a end, by fixing my window, and the piece for my door. In addition, I would like a call from the manager or owner apologize for the inconvenience they have caused as it would show some sort of concern for me as thier customer and the reputation of thier business.

We apologize that our response was unsatisfactory. As stated, the vehicle was release immediately upon the direction of the vehicle owner, as this is company policy. I am the general manager of this location, and the only direct contact I had with the customer was a voicemail left seeking her personal release of the vehicle. I felt the message was pleasant in nature, but if it was not received that way I certainly apologize. All other parties involved in this transaction have been coached as a result. Our intentions are only to repair vehicles that repairs have been authorized by the customer to do so. In this case, we received written authorization, and proceeded with preliminary tear down. Tear down labor charges and standard storage and administrative fees were assessed, as is protocol on any vehicle. Please accept my personal apology for the entire situation.

We here at Auto Collision and Glass sat down to discuss this complain and were all taken aback. There are a few details we feel need to be clarified. This customer was significant to us because we were at fault in regards to not fixing her front bumper. We took full responsibility and asked the...

customer to return the car that following Monday, in which we provided a complimentary car until hers  was complete. When we provide cars, we ask for them to returned with the same amount of gas. Our records show the complimentary vehicle left with three quarters and was turned with one quarter. Due to her inconvenience, we comped the difference. With that being said, when the customer originally came in, she explained that her gas gauge did not work. The Revdex.com complaint states that the car only had, "1/3 of gas without explanation" and our response to that is that there was no discussion in the matter. The customer also warned us that car alarm did not properly work  and asked Deby, her sales representative, to tape the key remove to avoid issue, which she did. For her original inconvenience, we arranged for her car to be dropped off by a tow truck bed. The complaint states that we would, "return her car back to her during her work hours to be dropped off at her job site," which is completely accurate. Deby maintained contact with both our customer and her friend, Tina, who asked for the car to be sent to the job site. When Deby called her customer confirming the drop off, she explained that due to her work schedule, it would not be possible and asked for the tow after work and to her house. The company hours are until 6:00 pm but we agreed to schedule after hours per her request. The tow driver leaves the keys in the cars while they're on the bed to make it easier for delivery. When the customer saw the car she used her extra set of remote keys, which locked the car, and neither the customer or the tow driver were able to open the car, due to unknown reasoning. When the customer asked the driver to use his lock out kit, he asked her sign a paper for permission. As a business, we require our employees to have documented papers of their work. She refused, and the car was towed back to Auto Collision and Glass, where we noticed a problem in the battery. The company sent the car to Tuffy, where they said the battery cells were in great condition and just needed to be recharged. The owner of Auto Collision and Glass himself paid for Tuffy's services, which included the battery test, recharge and a reset of TPMS/tire lights for the customer. We have apologized for any error on our part and have taken responsibility. We went above and beyond for this customer and did not know there was a continuing issue until this complaint. We hope this response clears the situation, thank you.

Hello Ms. [redacted],Ms. [redacted] didn't show up on Friday or Saturday and hasn't responded since confirming for the 3rd week in a row, that she would drop off her vehicle and pick up her rental car.  We are glad that you are involved.  Please let us know when Ms. [redacted] will "actually" be dropping off her vehicle so that we can stop this incessant over-scheduling on her behalf.  We really wish to complete Ms.[redacted]s repairs (now that the part is in).  Thank you.Respectfully,