Blakely Chevrolet Buick GMC

Contact Name and Title: ***
Contact Phone: Office Manager
Contact Email: ***
Mrs. Customer brought her 2014*** with 75,645 miles on it to our dealership for an insurance repair for *** Insurance. We ordered the parts on 3-26-18, which included a front bumper, lower grille, lower bumper deflector, LT fog lamp assy and transmission sensor. Mr. & Mrs. Customer informed us that the RT headlamp was also out due to the deer collision and had us include it on the estimate. ***m would not pay for a Rt side headlamp when the deer collision was on the LT side, so that was removed from the original estimate. The customer's car was scheduled for 4-2-18 after the parts had arrived. At the time that Mrs. Customer dropped the car off on the 2nd, she told our service manager that the A/C had quit working the day before and could they look at it while we had it. While their vehicle was in the body shop, the service department did not have time to look at the A/C. They were notified when the body work was complete that the vehicle was ready for pickup. Mr. Customer picked the vehicle up on April 5th. He left on the vehicle but returned right away and let the service manager know that the A/C was still not working. Service manager told him that they had not looked at it because the service department was backed up. Mr. Customer said he would leave vehicle so that it could be checked. At this time, the insurance will not cover any more rental as these problems were not wreck related.
We checked the A/C and found the temperature valve broke in the heater box. Again, these repairs were not wreck related. Service Manager called Mr. Customer and informed him of the needed repair and in order to get to the part, the dash would have to come out. In order for the dash to come out, the windshield had to come out. He also told him that the repair would cost around $1200 and there was a possibility the windshield would break and if it did, they would be responsible for the replacement charges. Mr. Customer advised to go ahead with repairs. We have an outside glass company that does all of our glass work for us, who removed the glass on April 6th. The windshield did break on removal. We performed our necessary repairs and had them come replace the windshield on April 10th. We notified Mr. Customer that it was ready and he said he would not be able to pick it up until Friday, April 13th. On the 13th, Mr. & Mrs. Customer came to pick up the vehicle. Mrs. Customer looked over the car while Mr. Customer went to the business office to take care of the bill. Mr. Customer had prearraanged to make payments of $100 per month on his $500 deductible. When he went to pay the bill, which was the original body shop estimate, the headlight not covered by insurance and the mechanical bill. The mechanical repair total was $1422.09 and included the windshield which was $500 by itself. At that time, Mr. Customer said he had not received the insurance check and wanted to charged both bills because they didn't have the money to pay for the repairs. The office manager told him that he would have to have approval from the owner or general manager because she could not approve a charge of over $2000. She asked him what he could pay each month and he said $100. She asked the owner but he preferred the general manager to handle it but to go ahead and take the $100. The general manager was at lunch and we would call him when we talked to the GM. Mr. Customer paid the $100 and left the business office. Mrs. Customer was checking the vehicle when the service manager saw her and went to speak to her. She informed him that she was not happy with the paint job on the bumper. The body shop manager came out to discuss her complaint and informed her that he would be glad to repaint the bumper if she was not satisfied and to let him know when she wanted to get it in. He was not rude and never raised his voice. They decided to take the vehicle that day and would bring it back on April 16th. Mr. Customer brought the vehicle in on the 16th and informed the service manager that the defroster was not working, there was a trim piece missing from around the windshield, there was a tear in the seat and there was a dent in the front bumper spoiler but that they needed the car back Friday to go on their honeymoon. The cover for the rearview mirror was here and put back on, the GM crunk the car with Mr. Customer standing there and the defroster worked. GM told Mr. Customer that we had no way of knowing if the seat was torn before the car came in or not but that we would see about getting it fixed when they got back. The front spoiler was an aftermarket ground effect that was not included on the original estimate. It had to be ordered of* and would not be in before they left for their trip. The front bumper was sanded down and refinished and looked great once complete. The Customer's were again notified that their car was ready and that we would get it back after their trip to put the spoiler on and fix the seat. Mr. Customer picked the car up on April 20th with no further complaints. On the 21st, our service manager texted Mr. Customer to see how the car was doing. He advised that the radio stations had static but that was it. Service Manager said that the radio was probably not plugged in. He could not advise him how to check as it was the weekend and he couldn't look it up but they would check it when they brought it back in. On the 22nd, Mr. Customer texted service manager and said water was pouring into the passenger floor board and there as a swooshing sound when the A/C was on. Service manager advised the A/C drain may not be hooked up or missing and apologized. Mr. Customer asked if they could take to local dealership where they were on their honeymoon at. Service Manager advised that would be fine and we would take care of the bill. On the 23rd, Mr. Customer made an appointment with the local Chevy dealer for the 23rd. Service manager kept in contact with their service manager and Mr. Customer until the repairs were complete. The radio was unplugged and the A/C drain was crimped. They fixed those repairs and we sent a check for payment. There has been no contact with the customers since their return from the honeymoon, even though they were to schedule their car back in to finish the repairs.
The *** have two bills with Thompson's. One for the body shop repairs and headlamp bulb for $1741.76, which insurance is to pay $976.02 (to the customer) of and one for the A/C repair for $1422.09. All of their complaints have either been fixed or are waiting on them to bring the car in to be fixed. We have apologized for their inconvenience and put them in a loaner car at no charge while their mechanical and following repairs were being performed. We only charged rental while the car was in the first time for body repairs and that was charged to the insurance. We sold them the A/C parts at wholesale price and the windshield replacement at cost. The repair was estimated at $1200 without the windshield and list price for the windshield is $1012. They have only paid $100 toward $3163.85 worth of repairs. We expect them to bring their car back in to have the spoiler put on and the seat repaired. There is a supplement that needs to be sent to insurance but can't be done until the work is complete. We also expect full payment of all repairs billed thus far.

Document Attached***
Contrary to her response, the customers did indeed ask us to include the headlamp bulb on our original estimate. Mr. Customer said that it was never fixed after the last accident and wanted us to include it this go around. We told him that we would add it but didn't know that they would pay it. The fact that the deer was drug under the car is exactly why*** would not cover it. We had to deduct it from the first estimate per*** request. The original estimate and Supplement #1 estimate actually reflect the deduction. We did not quote the correct bulb on the original estimate but we DID replace the RT headlamp and blinker bulb at the customer's expense.
The spoiler IS part of a ground effects accessory package. It may have been on the customer's car when it was purchased but it is, in fact, an accessory package and NOT installed on every ***. This is why our *** System did not show it. After further investigation, GM shows is as an accessory kit that is discontinued and not available for sale, nor can the pieces be purchased separately. We called *** and explained the situation of unavailability and asked them how to handle it. They called back and said they found the same information we did but that there were plenty available on*** and to just order one and supplement it to them. The customer is correct that we did not put all GM parts on their vehicle. *** does not allow for new parts on a four year old vehicle unless they are cheaper than aftermarket or used parts. That is an insurance policy and not something that we control. If there is a problem with using non OEM parts, they will have to address that with ***. What we charged the customer is exactly what the insurance estimate reflects and was also the work we performed on their car. As stated before, we have the spoiler to install on the front bumper and that will be billed separately as a supplement to*** since it is an extra part.
Mr. has been a customer of ours for several years. We have not had any complaints until this repair. We take pride in doing our best job for everyone, as their experience is what makes lifelong customers. We guarantee our work and strive to have everyone leave happy. Sometimes things get overlooked or not seen until pointed out but that should be a given since we are ALL human. Just as we have done for these customers, we will repaint, fix or have fixed any thing that is not done correctly the first time. All of this customer's concerns have been addressed and remedied or are waiting on them to come back in for the final two things they have a complaint about.
We are attaching documentation on this claim to include:
Original Estimate
Supplement #1 Estimate
Body Shop Repair Order
***
If there is any explanation needed for the documents attached, please don't hesitate to ask. We still expect both repair bills to be paid in full.