ReScore Reviews™ (1)
He is correct about the communication between us and the insurance adjuster. We certainly understand his frustration but unfortunately we can't make the insurance adjuster be more responsive. The customer selected his insurance provider not us. We do our best to work the insurer but sometimes there are problems. We push for what the customer wants covered and insurance provider pushes back to pay as little as possible. As for the incomplete job, we did what his insurance company paid us to do. We did not charge for grill because the insurance company would not pay for it. He needs to take this up with the compnay he pays to insure his vehicle. If he or the insurance company agrees to pay for a new grill, we will gladly install it. As for the amount of time it took, this was a flood claim during the same time that 18,000 others had flood claims. It's called a catastrophy. It takes longer than normal for the insurance company to adjust claims, shops to perform repairs or for parts to be available. It all about supply and demand. The demand for services sky rocketed in one day and the suppliers/service providers can not staff for something that may happen once every year are two.
Well, we admitted to and fix our mistake. We also did it with a smile but that's not good enough. When we screw up, we fix it. We will never be perfect and when we are extremely busy, we make more mistakes, but we always do what's right by our customers and most appreciate it.
His wife dealt with this repair and all of his statements are false except the parts delay. We can't control the parts delays.
We do our best everyday and will even try to make a vehicle better than new but we can't please every customer. As can been seen from most of the survey responses, we do a great job.
As he stated, his insurance company did not want to cover damages he was claiming. Most customers appreciate us going to bat for them to get their damages covered. We work for our customers not the insurance provider but I guess this customer would prefer we only do what the insurance company wants us to do. As for the communication issue, we called his insurance provider every two days until we had to get him involved. We wish the outcome would have been better but the insurance contract is between him and his insurance company.
The was a simple job but some people just can't be made happy and will always find something to complain about. We do not manufacture parts, we only install them. That said, we have no control over parts changing in the production process from 8 years ago. This sometimes makes them slightly different from what came on the vehicle in 2006.
We would like to have done more repairs to the vehicle as well but we can only do what the owner or insurance company is willing to pay for. Sometimes our customers forget that we are a service provider, not the party responsible for the damages to their vehicle. We only perform repairs that have been approved by the customer or the insurance company responsible for the damages.
We should have done a better job communicating with this customer by her issues have been resolved.
We were dealing with his insurance company that was not authorizing are the repairs he wanted done. Once the work was completely approved the repairs were completed in a matter of days. Sometimes our customers don't realize that the insurance company paying the repairs must approve everything in writing before we can proceed. Unforntunately, the insurance companies have minimal staff in the field to process claims so the approvals can take while.