Response from the owner - 2 weeks ago
Thank you for your review and concerns regarding your experience with the collision center. Please accept our sincerest apologies that we were unable to exceed your expectations during the repair process. It is important to note that this was an insurance claim, as the insurance company is approving and paying for each component of the repair their processes do take time. The advisor presented the repair to initially take a minimum of 10 working days and at the time of write up, 5-21-15, it was estimated the completion date would be 6-6-15 or approximately 12 working days. The repairs were completed on schedule and 1 day ahead of the estimate. The vehicle then came back in on 6-8-15 due to some chipping on the re-finished wheels and a vibration/pulling concern. This did add another week to the overall repair process because the wheels needed to be re-delivered to the offsite wheel repair facility to correct the chipping. During this period it was discovered that you did not have the correct tires on the vehicle, they were mismatched from left to right. It was recommended that you replace the mismatched tires to resolve the vibrating and pulling concerns. After the wheels were re-finished and the new tires were installed, it was ready to be re-delivered with all concerns fully resolved. On the third visit to the collision center, the drive tech did not confirm any abnormal vibration but recommended a road force balance to all 4 wheels for further testing. This was also presented to your insurance company by our team on your behalf. The insurance company came out and made their assessment; which was to decline further testing and repairs. They stated they would speak to you directly and send a letter providing you with the reasons for their decision. At this point in time if there are any unresolved concerns regarding the insurance claim it must be addressed between the insurer and insured.
Guest Relations Manager
Collision Center Manager