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For those that don't know, I was involved in an accident back in April... here's a follow-up post on being rejected by the first body shop: [ http://twinturbo.net/net/viewmsg.aspx?forum=general&msg_id=1581428 ] Onto the F'ING AWESOME story... excuse my over-excitement and general sense of well-being. The first guy I took it to at B&B on June 31 was Sam, he said, "Suuure, I'll take your car, even with the parts you're providing me, but you do realize in order to get the job done right, it will take a while." A handshake was made in agreement, I was confident that my car would be fixed because this guy was very reassuring. I ask for a receipt for all the parts i provided, which he gladly gave me. This listed several components that needed to be replaced as a result of the accident. A few days later, my insurance adjustor says there are some labor issues and that I need to call up the shop to find out what they are specifically (this was back in late June). The next Monday (which was my first chance to call back the shop), I call only to find out that guy no longer works there. So i ask who's working on it, and I'm told a lady named Anisa. I call for Anisa and leave a message, and 2 days go by, but still no call back. I decided to go in there to talk to the manager, which I do... nice guy by the name of Jesse, very reassuring, who also got me the quotes I wanted in a short period of time. Two quotes, one for the amount that insurance would pay for, and one for side work that I wanted done in addition to the accident repairs (which I quickly said no to, to Jesse). For a long time, I am under the assumption that Jesse will be handling the work on my car since he wrote up the estimates and did all the talking to. He told me it'd be done within about a week, which was very shocking, but somehow I believed him. A week goes by, so I call up and ask, "Can i pick my car up yet?" ... He replies, "Oh, well, we found some frame damage plus damage to the hood that we need the adjustor to come look at it and take pictures and authorize the repairs with a supplement before we start." My adjustor tells me he's okayed all the repairs, and he's trying to get it out as soon as possible too, however he has problems with getting out there because of medical problems. So the body shop responds by saying they went ahead with ordering parts and stuff exactly as they were on the estimate, EVEN THOUGH I ALREADY PROVIDED PARTS AND HAD SOME OF THE REPAIRS DONE TO THE SUSPENSION ALREADY. THEY EVEN WENT AHEAD WITH PAINTING PARTS I DIDN'T NEED!!! Last week, around August 1st, it came to my surprise finding out the manager who was so reassuring, ALSO NO LONGER WORKS THERE! So now we're back to somewhat present day. Earlier this week (August 8), my adjustor calls, asking, "Hey man, have you gotten your car back yet?" I'm like, are you kidding me!! I haven't heard a thing from you in like 2 weeks, and a few days before, Anisa is calling saying you won't respond to her messages. My adjustor is telling me the exact same thing, Anisa won't respond to his calls either. Both sides are looking pretty unreasonable at this point. So I call him out on it, and he gets defensive, saying I'm trying to put items on the bill that don't need it and that i'm trying to make it more work than it is. Eventually we both come to the understanding and agree that the original estimate was poorly done, and uninformative. But there's the simple fact that just too much miscommunication on the body shop side has led me to the BBB. The fact that 2 people overseeing my car left has left me with incompetence is unnerving. And then the telephone game ensued... like in elementary school. I was on the phone with my insurance adjustor's team lead this morning because I was upset with the way the adjustor is handling my case, and he said he'd be glad to put the motor mounts on the bill if that's what it'd take to get everything rolling smoothly. Well, at the end of the call, he said the adjustor left him a note saying that the body shop is no longer going to work on my car. To make sure I understood correctly, I called the body shop and was told the reason they're refusing to work on my car is because I'm providing aftermarket parts. Rewind back to the beginning, when I first dealt with Sam. I made certain that he knew the parts were not aftermarket, and he was OK with it. The issue quickly changed from being aftermarket parts to me providing parts. Both Sam and Jesse never indicated to me that I could not provide my own parts, in fact, they were both completely OK with it. After speaking briefly to Anisa this afternoon, I got a call back from the new temporary manager, Kevin. Their customer satisfaction guarantee was completely thrown out the window after talking to him, who actually raised his voice and forcefully told me to pick one of two options, which I will detail later. There's a bottom line that he kept bringing up, which I refused to listen to. I tried to argue my standpoint from being a customer and they being a business, I shouldn't have to worry about the idiosyncrasies of internal business. The only thing I, as a customer, should be worrying about is if the information was communicated properly. I would understand them making a sacrifice just once because the old employees went against policy, and they should especially uphold the word of their manager regardless of whether or not he was fired. The two options I was given by the manager was to (A) continue to have my car repaired, but only with the parts they'd supply, or (B), have my car towed elsewhere. They even offered to pay for towing. To me, that's not a resolution. I have had to pay for insurance for this car for the past 4 months of which only the past month I'm concerned with, I've also had to take time off work to try to make it clear exactly what I wanted to be done. Every time I walked out of there less and less assured that it was going to be finished on time, and every time they give me a target date, I call up and find out it's going to be another 2 weeks. Now I understand why body shops don't like to deal with parts people bring in... it's because body shops are run by people who have no common sense whatsoever.
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