Response from the owner - 4 months ago
We are sorry for any miscommunication that occurred and that you and Ms. Shryack felt you were mistreated. We strive to make sure our customers have the best experience. We also make a point of educating our customers on the repair process throughout their repairs. We understand that this process is tedious and tiresome, so we do our best to hurry the process along as best we can. As we had explained previously we cannot begin the estimate process. However, until we receive paperwork from your and Ms. Shryack’s insurance company our hands are tied. We can do a visual “walk through” but in order to file the proper paperwork on your and Ms. Shryack’s behalf we must have an assignment from the insurance company. Without an assignment we cannot file a vehicle as a total loss and go through the proper channels for you and Ms. Shryack to file a total loss claim and receive payment from the insurance company.
Yes, we could have taken 5 minutes to look at your truck to inform you and Ms. Shryack if it was a total loss or not. By only glancing at your truck we would have been doing you and Ms. Shryack a huge disservice. As today’s vehicles are extremely complicated and we feel that our customers deserve the respect and time it takes to do a proper estimate. We feel so passionately about doing a proper estimate that we offer free estimates for our customers.
Unfortunately, the insurance company that you and Ms. Shryack chose to work with requires a body shop to perform a VIR (Vehicle Inspection Report) in order to officially determine a vehicle a total loss. This procedure is rather extensive and does take some time to preform, as a courtesy to our customers we do this at no cost. However we do ask for patience as this takes time and we do our best to assist customers in the order that we receive them. A body shop cannot begin a VIR without an assignment, depending on the type of vehicle and damage a VIR can take anywhere from a couple of hours to a couple of days.
In the event that a customer seems upset or confused with the steps involving the repair process we encourage our staff to get to know the customer so that they might help to alleviate any stress a customer is experiencing. Our goal is to make sure an individual leaves our shop with a better understanding of the repair process and their legal rights as a consumer.
Mr. Stone, again we are sorry if you felt that we did a poor job of explaining the repair process to you. When you started to get upset our front desk staff, they did as they were trained and attempted to better explain the total loss process to you. Mr. Stone, when you established that you had intimate and extensive knowledge of the repair process our staff member simply asked you if you worked in the automotive repair industry, as this would impact how they explained the repair process to you. When you explained that you owned and operated a body shop the staff member apologized for the inconvenience and asked multiple times if you would like to speak with a manager or supervisor. Mr. Stone, seeing how you declined we assumed the situation needed no further addressing. Again Mr. Stone we are very sorry that you and Ms. Shryack felt that you did not receive the world class service that our customers are accustom to receiving.
If you have further questions please do not hesitate to give us a call. 406-655-0300.