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Complaint Details
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Initial Complaint
06/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had an accident on Nov 28 and they are doing the repairs, they still have my work vehicle thru no fault of mine or my insurance company. They have been paid for the work are not committing to finishing the truck. There are no supply issues just very poor management. I just want my truck backBusiness response
06/27/2022
Mr. *********** truck was towed to our facility on or about 11/29/2021. At that time we were booked out approximately one and a half months. It was roughly the middle of January when Mr. *********** insurance company declared the vehicle to be a total loss. At that time, our newly appointed body shop manager, **** ***** and our lead estimator, *** *****, informed Mr. ********* that we would not repair a vehicle assessed to be a total loss. At that point, Mr. ********* contacted his adjuster and informed the adjuster that he had replaced the engine and transmission and convinced the adjuster that the value of the vehicle was greater than the total loss threshold. Unfortunately, Mr. ********* embellished the part about the transmission being new.
Regardless, we were given the approval of the insurance company to begin repairs. The vehicle was sent to a frame shop in Columbus on 2/10/2022 to have the front frame rail section installed (our frame rack could not accommodate his work truck) – the frame shop was working us in as their schedule was full. The frame company sent the truck back to have the engine and transmission removed so they wouldn’t cause any damage while doing the frame repair. The engine and transmission were removed by our service department and the truck was once again towed to Columbus on 2/14/2022. Following repairs performed at the frame shop in Columbus, the truck was towed back to our shop at the end of March/beginning of April (if I’m not mistaken) and sent to the Ford service department to have the engine and transmission reinstalled so that we could begin body repairs. I know Mr. ********* was upset that we didn’t get his truck worked back into the rotation for a few weeks - we had vehicles we were in progress on while his truck was at the frame shop in Columbus. I would also like to note that the front panel for his truck bed and a few other parts were not in at that time.
In a demonstration of good faith and goodwill, while trying to placate Mr. *********** sour attitude, we performed numerous repairs to his vehicle that were not part of the accident. At any rate, Mr. *********** truck is all but finished; save for the alignment, wheel replacement and the few parts we need to finish assembling his front grille and bumper. A supplement was submitted to his adjuster on 6/16/2022 for the additional items. On 6/27/2022 at 3:02pm, additional documents were requested by the insurance company’s third party review company. In short, we have been more than accommodating to Mr. *********** needs and intrusions throughout this process and, as such, there will be no billing adjustment.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.