ComplaintsforPamplin Body Shop

• Initial Complaint

  11/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 10/06/21, my car was returned to me by Pamplin Auto Body in Lawton **. My car had been damaged in a rear-end accident and we had agreed with GEICO insurance to take it to a "preferred provider". GEICO was the other driver's insurer. I retrieved it close Pamplin's closing time, so the "agent" didn't review the repairs with me. When I returned home, I saw that much of the original issues, like separation on the rear panels was very visible, almost looking detached. ************** had given me a glossy folder with the Logo and title of "GEICO Auto Repair Express on it and the repair documents indicated that he, ******************* was the "adjuster" for GEICO.I called the next morning to complain and was told by *******************, the manager, that GEICO had not wanted to replace the brackets that hold the panels in place. So that was the best he could do. I spoke to GEICO and was told by one of their representatives that that was never the case and ************* had made an untrue statement. He said I could take my car to anyone to have it reexamined. I went to Crow Body Shop and the manager there told me the same story about GEICO limiting expenses on repairs. I have the names of people involved if you follow up this complaint. Anyway, after much discussion with GEICO, I took the car back to Pamplin on 10/26/21 and stayed there while the repairs were redone.An hour and a half went by before ******************* returned with my car keys. He gave me an adjusted statement of repairs for parts and service of *****. The statement shows two parts at less than $25 each and 12 minutes of labor to apply each part.The startling part of this story is that two attorneys and our treating doctor told us that "low-value damages" meant GEICO would reject payments for injuries, and they did. Pamplin Auto Body worked in junction with GEICO to underreport and undervalue the services provided to keep the damages low.

  Business response

  11/22/2021

  We had customers 2012 ***** Cruze in for repair on the 10th of November. The repairs were through Geico under liability coverage. We took photos of the damages and sent photos to Geico for approval. The rear bumper had scratches and gouges. The rear bumper had a total of 3 hours for repair. There was no additional damage beyond the rear bumper. The customer picked up the Cruze on November 11th. We were informed later that the customer was not happy and there was a gap on the rear bumper to the quarter panel. To fix the problem we made a choice to replace the side brackets, at the expense of Pamplin Body Shop, to make customer content. The customer brought the Curze back on the 26th of November for the brackets. We installed the new brackets that are riveted on. We reinstalled the bumper and noticed the small gap was still present. After further investigation we noticed the bracket under the tail light was not installed correctly. The bracket had screws holding it on and was higher than the riveted holes in the panel that were designed to hold the bracket. This is a bracket that we had not touched and was installed by another entity before arriving at our shop. We removed the screws and installed the bracket correct with rivets. After correcting the problem, that was present before the loss that brought the customer to our shop, the gap on the bumper was corrected. We informed the customer about the bracket that we corrected on behalf of the customer at no charge. We repaired the damage to the Cruze and stand behind a lifetime warranty on the work that has been performed. It is our opinion that the owner is not content with the claim process, which is controlled by the insurance company. Pamplin Body Shop has gone above the normal process at our expense in an effort to satisfy the issues that the customer has expressed.

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