South of the Square Collision Center

Initial Business Response /* (1000, 5, 2016/05/19) */
Contact Name and Title: Bob W[redacted] General Manag
Contact Phone: [redacted]
Contact Email: [redacted]
The M[redacted] vehicle came to the facility for an estimate on 4/13 the damage was estimated and noted to the owners that there...

is a potential for additional damage once the vehicle is dis assembled. At the time of drop off for repairs 4/19 the vehicle was dis assembled and the additional damage was noted in the estimate and the M[redacted]s were called and notified of the additional damage. At 4/21 at 1:40 pm. as noted in our repair file Mrs M[redacted] was notified of the required additional repairs and change of repair value. Mrs M[redacted] was attempted for contact on 4/19 as well as our information on the repair value and process was forwarded to the insurance carrier Met Life per the guideline of our agreement to procedure with Met Life. in the conversation with mrs M[redacted], she did state that she wanted to see the additional parts we found to be damaged and we did save them for her and they were reviewed with both Mr.and Mrs M[redacted] at the time of delivery. At that time also the vehicle was presented to them as a complete repair for there inspection and approval. There was no registered concern by the M[redacted]s regarding fit and finish or color match. The following day I as General Manager was notified of the circumstances regarding some of the concerns and statements that the M[redacted]s made regarding our process of repair and the additional values incurred. I did attempt to call the phone number provided by the M[redacted]s to gain better understanding of their concerns. the phone calls went unanswered and no voice mail was available. this was the only line of communication provided to us at the time the vehicle was dropped off for repair, we do request and e-mail address at the time of drop also but that information was not provided. in and effort to reach them I called the listed Agent for Met Life as Mrs. M[redacted] mentioned that there was an interest on the Agents part regarding cost and procedure of our process. The listed Agent mentioned that the M[redacted]s were transferred out of there care due to some differences in prior conversations. We at South of the Square Collision have a strong reputation for quality and Integrity of the repair process. We are truly interested in rectifying the concerns as listed in the complaint. Please contact me directly.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr M[redacted] was in the hospital for a procedure that week. My mother did not want to cause extra concern with him but I will have her contact the business at her earliest convinience about the concerns