Singleton's Paint & Bodyshop

Prior to the customer bringing their vehicle to us for repairs, we completed a virtual estimate with the customer and the insurance company for damages sustained to the left rear side and rear bumper area. The insurance company estimated the total damages to cost $1,951.96. When the estimate was written the insurance company consider it a collision which held the customer responsible for the accident and deductible, so The customer has a deductible of $1,000.00 which the customer is responsible for paying and is due when the customer picks up their vehicle and the insurance company is responsible for the $951.96, which the insurance company deposited into the customer's account and this amount is also due at the time of pick up. Once the customer, brought the vehicle in for repairs the insurance company changed the claim and no longer considered the customer at fault for the accident which means the customer no longer had to pay the deductible out of pocket in the amount $1000.00, because they found the person that was at fault for hitting the customer and sent us payment of $1000.00 to cover the deductible amount, but the customer is still responsible for paying the amount of $951.96 which is the insurance company portion that they deposited into her account to pay us for the remaining amount for damages on the estimate. Originally, the claim was estimated to take 7 days but due to several supplements being submitted for additional damages the repairs lasted longer due to waiting on the approval from the insurance company. Once the repairs were completed, we contacted the customer to pick up the vehicle. At the time of pick up, we advised the customer of the balance due on the account in the amount of $951.96, but we gave the customer a $200 discount and only charged the customer $751.96 instead of $951.96. The customer paid the $751.96 and upon leaving mention not being satisfied with the color, the placement of the bumper, and the front vibrations when driving, so we refunded the $751.96
since the customer was not satisfied at the time of pick up. We advised the customer that we would fix the issues, so We contacted the insurance company and submitted a supplement for blending (refinish/painting) down the entire left side of the customer's vehicle which was not included in the original estimate. We also had the vehicle aligned and the alignment shop advised us that the customer's tires have knots and are bald/worn and need replacing which is causing the customer to feel vibrations when driving. The insurance company also stated that the front vibrations were not related to the accident. The bumper was also adjusted to fit properly. Once the issues were corrected and addressed we contacted the customer to pick up the vehicle. At the time of pick up, the customer was still not satisfied and called the cops. The cops stated they did not see anything wrong with the vehicle and advised customer that this was a civil matter. We contacted the insurance company and did a virtual inspection with the customer and the adjuster. The adjuster stated that we did everything that was required and that they do not see any errors on the vehicle. Since the customer did not agree with the tires needing to be replaced, the insurance company advised the customer to get a second opinion on the tires and if the customer's mechanic found anything related to the accident they could contact the adjuster directly. The adjuster stated the customer is responsible for paying the $951.96 and that we did not have to make any changes to the customers vehicle because we completed the required repairs and they are satisfied with the quality of the repairs. The customer was still upset and did not have the funds to pay so we did not release the vehicle to the customer. A few days later, the customer returned to pay for the damages and we still gave the customer a $200.00 discount and charged the customer the $751.96. There is no refund due to the customer. We have emails supporting that the insurance company was satisfied with the work and we have supporting paperwork noting the information about the tires and alignment. We also have the estimates that show the payment amounts that were required from the customer and the insurance company. The customer also received a copy of the paperwork from the alignment shop and the estimates that were written on the vehicle that details everything that was explained above.

On the day of pick up, we followed the protocol for the customer's insurance company which is to contact the insurance company through their virtual app, which will connect you with the next available adjuster on duty. On this customer's account, we have spoken to several different adjusters throughout the repair process due to the protocol that is in placed by the customer's insurance company. The issues and/or errors that the customer stated have been corrected and addressed. The email that was attached as supporting documents will provide the information to the adjuster that asset the vehicle and stated the repairs were completed.