ComplaintsforFix Auto Vallejo

• Initial Complaint

  05/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went in about 3 1/2 weeks ago to schedule a estimate appointment with the young lady who works upfront. I went in and was told to communicate to my insurance the issues that were not reported. I did. She was actually very attentive at first. I dropped off my car and the young lady was a whole different person... kept giving me the run around as to why things can't get fixed after she verbally told me that she knows and communicated with my insurance adjuster. The owners were actually cool, they care about their business and it shows, but the one at fault was the staff ..the young lady not being upfront about her lack of responsibility towards her job. The lack of professionalism showcased to a new customer. She maliciously played the victim when my wife confronted her about her constant delay in fixing my car ... of course the young lady went to the owners and played the victim. so the owner **** started yelling at us on the word of her staff (the young lady), before even asking us about the situation ... the young lady admitted to us her fault in all of this. just to work up her Boss and have her yell at us.May 18,2022 is the day of the incident. Below is how I received my vehicle

  Business response

  05/31/2022

  Vehicle came in for repairs, customer claimed a ton of damage that was not on the approved estimate from their insurance company. We contacted the vehicle owner to show us the additional damaged (customer reluctantly came in & circled all the damage in green paint pen) after which we wrote up a supplement & submitted it to the insurance company. Original estimate was to repair the hood and trunk lid, we started the approved repairs as we have a signed work order & insurance check. Roughly a week went by after submitting the supplement, vehicle owners became impatient with the process, demanded their car be complete and unfortunately our CSR told them repairs would be complete next day. ***** (my wife) called the vehicle owner, left voice message then customer called back without listening to message & wouldn't let ***** get a word in about the situation. Customer arrives, yelling ensues, long story short customer leaves with an in-process vehicle and proceeds to blast us any way possible. Original estimate was roughly $1500. Supplement was roughly $5000. A week later the insurance still had not reviewed the submitted supplement. 

  Customer response

  05/31/2022

   
  Complaint: 17222105
  
  I am rejecting this response because:
  An offense is not dictated by the offender but by the offended. Your response, and lack of accountability is disappointing. The way this shop handled this situation was disrespectful, inappropriate, and unprofessional. The video we sent over clearly shows the owners demeanor. Hold yourself responsible for how you behaved with us expressing our frustration on the delay of our car. 
  
  Sincerely,
  
  *************************

  Business response

  06/04/2022

  Desired Settlement: No further contact by the business.  The request is self-explanatory and very easy to honor. Thank you for your time. 

  Customer response

  07/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

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