Business ProfileforRoot River Auto Body

Took my car there for a fender bender. I was quoted $3000 and told it was a week long job but they were booked up for the next month. Estimate was done quickly, and was just a walk around. I warned that there was damage under the bumper that I had taped up. I was told it didn't matter because that panel needed to be replaced anyway. The wheel was also scuffed. I mainly decided to use them because of their free loaner policy. Time came for the work. I dropped it off and was told, end of week for completion. I asked about a loaner, was told none were available. I Uber'd that first week. Second week came and it wasn't done, was told there was damage under the bumper. No loaner was available yet. I rented a car for a week. Third week there was a loaner available, the owners person car that had no registration, flat tires and guzzled gas. I drove that for 2 weeks. Owner said he was waiting for a part. He kept telling me, "the part is supposed to be delivered in 2 days" . I got fed up, he called the supplier while I was there, they never had an order from him, so the delivery days were all a lie. It was going to be a month before the delivery could be made. Owner put my car back together so I could drive it, the part was not essential. The wheel scuff wasn't fix yet either. Month goes by, I get a call saying the part is in and I can drop it off. He keeps my car for 2 days. I pick it up he tells me everything is finished and he can finally put in for payment from insurance. Wheel is still scuffed. That week I take the bumper off to install a hitch. The part was never installed, and it was just tapped together. I go back, and get this whole thing of how his tech was bad and wasn't able to install the wire and he would put it in this time. He couldn't find the part anymore so had to wait for it to get in again. Waited another month and gave up on him. Basically he will lie to your face multiple times and waist your time. Took my car in early Feb and gave up on him in Sep.

Navigating the claims process with the insurance companies and still providing the best possible repair to our customers is not always easy. Doing what is right isnt always the cost effective solution that is dictated and we strive to give that restoration to our clients because that is the right thing to do. Your insurance company wanted us to mud up your panel including the bottom portion on your brand new car. Your insurance company quoted over **** for the damage and that was an extremely low estimate. I explained that we would need to file a supplement with the insurance company and regardless of what my assessment was the insurance company would not change the preliminary estimate until the body shop had the car torn down to better assess the damage. I did explain that you wouldnt be responsible for any additional charges, you were only responsible for the deductible. We repaired your vehicle with a brand new quarter panel that we were never compensated for. It did take us several weeks to get that part in. There has been a lot of difficulty getting parts between the lockdowns and other supply line issues. We also purchased a new wiring harness, at our expense although it has not been approved or installed. We did repair the wiring in your car as was authorized by the insurance carrier. None of the issues that you have complained about were paid for by yourself or the insurance company. Unfortunately, the sad reality is that the insurance company dictates the repairs which often means fillers and correcting the damage in a safe and economical way regardless of what you want. The wiring harness wasnt paid for by the insurance company or you. Your electrical system works as it should.In your complaint you did not mention the work which was done which was superb. The craftsmanship that went into *********** is beyond reproach and you received far more than the estimate paid for or that we were compensated for by your insurance company or by you because you wanted it done that way. You did not pay to have the damaged quarter panel on your car cut out and replaced nor did the insurance company. You did not pay to have a new wiring harness put in nor did the insurance company. You did not pay for the loaner car nor did the insurance company. You did not pay your deductible as you are required to do. All of these were taken care of at our expense. You had told me that you were borrowing a car initially. Providing transportation during the repair process is not my responsibility however I did give you a car to use. The car that you used was a 2013 Kia **** with new tires that were less than a month old and gets an average 25 MPG. It has been registered for 3 years and never was out of registration. The registration sticker on the plate was missing however the car was legal. I am sorry that you are unhappy with the process. We are deeply saddened to hear that you felt we should have paid for your gas while using our car at no charge because the combined mileage the last 3 tanks was only 19. In the future you will be paying your deductible, paying for a vehicle to drive while your car is being fixed (and the fuel it uses) and you will receive the repair that is authorized by the insurance company. It is important to note that you have chosen to complain about what we were never compensated for and the insurance company didnt authorize.