McDonald Automotive Group Collision Center

Initial Business Response / [redacted] (1000, 25, 2015/11/09) */ Mr [redacted] , out of frustration, has escalated this issue beyond [redacted] CollisionI offered to take an extended drive with Mr [redacted] in order to verify the noise and hopefully pinpoint the location from where it occurred He informed me that he was done dealing with [redacted] Collision and was going to find someone else to fix his problem A week or so later, I received a phone call from Mazda Motors Customer Service asking if I would be willing to address this issue again for Mr [redacted] I informed them that I would honor the offer to help that I had previously madeThe next day, the Director of the Mazda Customer Service division called me and requested that I conference in with him and Mr [redacted] in order to schedule the test driveOnce Mr [redacted] was on the phone, he called myself and the Mazda Director a derogatory nameAt that point, the Mazda Director told Mr [redacted] that Mazda was done trying to help him and then hung up the phone A week later, I received a call from a claims manager at Progressive, asking me to consider again taking the test drive with Mr [redacted] in order to attempt to resolve thisI told the claims manager that I would help Progressive with this issue as long as I did not have any direct contact with Mr [redacted] The manager then contacted Mr [redacted] After talking with Mr [redacted] , the claims manager called me to tell me that Mr [redacted] will have someone else attempt to fix his issue [redacted] General Manager [redacted] Collision Center Direct: XXX-XXX-XXXX Fax: [redacted]

I had several conversations with ** *** during this repair. Her primary issue was regarding the extended period of the repairThe frame rail that needed to be replaced was back-ordered through *** and as a result delayed this for several weeks. After the issue with the ground
connection, she contacted me requesting that I waive her deductible due to the delays and our “incompetence” I told her that the bulk of her problem, the parts issue, was not something that we have control over. I did tell her that I could not authorize waiving her deductible as a result. I do not recall telling her that I would ask above my authority for approval. On another related note, *** *** contacted me days ago to tell me that as a result of “numerous problems” since our repair, there were items that were coming off of her vehicle. I asked her to bring it in ASAP so that we could address these items. When she arrived, I took it to my techs so they could re-attach the loose itemsInstead of there being a repair failure, what had apparently happened was someone or something had impacted her front bumper, causing separation between the front bumper and right fender, as well as breaking several mount clips on the right front wheel flare. I paid my guys to correct the bumper fitment (as best as possible) and replace the broken mount clips. I returned the vehicle back to *** *** and showed her where the apparent impact had occurred to her front bumper.Thank you,*** *** *** ***

Initial Business Response /* (1000, 25, 2015/11/09) */
Mr. [redacted], out of frustration, has escalated this issue beyond [redacted] Collision. I offered to take an extended drive with Mr. [redacted] in order to verify the noise and hopefully pinpoint the location from where it occurred.
He informed me...

that he was done dealing with [redacted] Collision and was going to find someone else to fix his problem.
A week or so later, I received a phone call from Mazda Motors Customer Service asking if I would be willing to address this issue again for Mr. [redacted]. I informed them that I would honor the offer to help that I had previously made. The next day, the Director of the Mazda Customer Service division called me and requested that I conference in with him and Mr. [redacted] in order to schedule the test drive. Once Mr. [redacted] was on the phone, he called myself and the Mazda Director a derogatory name. At that point, the Mazda Director told Mr. [redacted] that Mazda was done trying to help him and then hung up the phone.
A week later, I received a call from a claims manager at Progressive, asking me to consider again taking the test drive with Mr. [redacted] in order to attempt to resolve this. I told the claims manager that I would help Progressive with this issue as long as I did not have any direct contact with Mr. [redacted]. The manager then contacted Mr. [redacted]. After talking with Mr. [redacted], the claims manager called me to tell me that Mr. [redacted] will have someone else attempt to fix his issue.
[redacted]
General Manager
[redacted] Collision Center
Direct: XXX-XXX-XXXX Fax: [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is as satisfactory as possible with this company. I am not fully satisfied, nor do I intend to recommend McDonald Automotive Collision to anyone looking for repair work. 
Sincerely,
[redacted]