Multiple instances of improper repair & additional damages.
Black 2007 Acura TL, insurance adjuster ***** ******* with GEICO.
It started in July 2013, I dropped my car off for rear quarter panel replacement and chipped paint repair on trunk lid. I was told that repairs will take 5 business days, and was guaranteed that car will be returned to the state before the accident.
1. I found out on my scheduled pickup date, without prior notice, that it will take additional 2.5 days because "They had to order parts and wait for it" I told my insurance adjuster, tell them to take their time, I am in no hurry, I only want good quality repairs.
2. 8 business days later from the original dropoff date, I went to pick up my car, I find multiple flaws. Items with (v) were resolved last year. Items with (vv) were just resolved in May 2014. Items with (-) are the solutions (or attempts of). I am listing them all to prove why I cannot trust this business anymore.
(v)A. Rear door handle interior piece missing (was removed for painting).
-Replacement received after 2 additional days.
(v)B. C-pillar interior trims and roof area extremely dirty & soiled with grease.
-It was then cleaned but left strong VOC odor lingering in car for multiple days.
(v)C. One of the bolts securing rear bumper was replaced with non-OEM style bolt. When I pointed it out the technician not admit that it is the wrong bolt and said the car came in that way, and left the scene.
-10 minutes later, he found the original bolt and brought it to me.
(v)D. Paint chips in trunk lid was only covered up with dabs of black gooey paste, easily removable when rubbed with bare fingers. When I asked "Why is this issue not addressed properly?" One of the body shop employees complained "But then we would have to paint the whole trunk."
-Trunk was repainted in 2 additional days.
This took 10 days (8+2) and my time going back and forth to the facility multiple times and inspecting the vehicle myself.
After all that, I still had issues not resolved. Hoping they will honor lifetime guarantee on repair performed, I paid another visit in May 2014. I did not appreciate being watched with disgust in their facial expressions, but back in May I had faith in their lifetime guarantee on work performed. (Not anymore.)
(vv)E. Bumper not sitting flush with body panels. Manager and customer service rep said the bumper could appear warped because of summer heat (July 2013) (photo avail.)
-Finally repaired properly only after I come back in a year, and tell them it has been sitting offset throughout the whole year cold or hot. Ended up being replaced, but VIN sticker on old bumper was not replaced
F. In order to replace rear quarter panel, C pillar panel is cut and a new panel is welded on existing body. This joint was noticeably stepped. The smooth curve of C pillar had a distinct 1/8 step near the top area, easily seen by any untrained eye. (photo avail.) I brought the car back in May 2014 for re-repair of this issue along with issue E.
-There was an attempt to fix the bump, however unsuccessful. C-pillar design is 1 smooth curve. It is visible the repaired side C-pillar line still has a slight dip in it ruining 1 big curve. The new paint on previously-stepped surface has rather unusual orange peel noticable to naked eye under shade during daytime. Also, only the outside of quarter panel is painted, exposing dull, unfinished paint where rear window, C-pillar, and trunk lid joins near the bottom of rear window. (photo avail.)
G. Messy spot welds along the rear passenger side door jamb.
H. There is no proof frame alignment was checked. Normally I trust mechanics but as you can see, I am not able to trust anything Dick Smith does anymore.
I. Car came out with MORE SWIRL MARKS than it did before. I keep my car in excellent condition and just had my car professionally detailed and polish/glazed to remove most(if not all) imperfections in April 2014.
J. On the driver side roof, there is a clear evidence of overspray.
Most of all, I would like my car to be repaired properly, returning the car to original pre-accident state as promised by Dick Smith. However given their track record of dishonesty and failing to be professional with me, I will not allow them to work on my vehicle. Now I have two choices; taking my business somewhere else paid by Dick Smith(as I was told by Geico supervisor that lifetime guarantees are fulfilled by the facility), or receive a check for
#C-pillar panel replacement cost(and any additional work needed to complete the job including but not limited to painting rear door and roof edge to match.)
#paint correction(swirl & overspray)
#rental reimbursement for the duration re-repair, of a midsize vehicle.
#and frame alignment and correction, unless they can prove that the chassis is not damaged from the accident.
Regarding issue G and H, I would like to take my car to be inspected for structural rigidity and the "frame alignment" written in the original estimate.
I only paid deductible for the repair, however I do pay a lot of premium for collision coverage and will not sit quiet when someone (Dick Smith body shop) takes my money and does not give me what I paid for.
I did not have access to an expert opinion regarding the welds at the scene. I later found out that re-done spot welds are supposed to be clean and edges must fit together, but the actual welding spots may be crumpled a little. I would like a 3rd party expert opinion on this since I cannot trust Dick Smith employees and I am not a welding expert myself.
Welds and rust-proofing is taken very seriously and I will be very angry if these misalignment of panels and dirty weld could have been avoided by using brand new panel. It appears that they used a panel cut off from another car. (photo)
Given that structural and welding issues are cleared (or resolved, paid by Dick Smith) ,regarding issue F, I would like the C pillar is as smooth as original. Flawless curve with uniform paint across newly painted areas. I have not chosen where to take my car. I will have to shop around inspecting body shops' recent work done.
Regarding issue I and J, I would like a full exterior detailing, to remove any possible overspray and new swirl marks, paid by Dick Smith, but not done by their incompetent technicians. When I pointed out the new swirl marks on the painted panel and rear door, one of the customer reps told me that swirl marks are normal on a new paint, and I would have to get the car "glaze" d to remove swirls.
Also I can clearly see that masking was done only to directly surrounding areas, therefore I can conclude the overspray could be anywhere on the car and need full detailing.
Lastly, I would like to start with receiving a formal letter admitting Dick Smith's fault and saying they will follow through with this case at all costs. Signed by at least 5 people; the owner of DS Automotive Group acknowledging his employees' faults, the manager, the paint technician, and 2 customer service representatives(2 large guys), all of them apologizing for not being professional and causing me unnecessary suffering and expenses.
* Lie : the bumper misalignment is due to summer heat - manager.
* Complaining TO ME that they would have to repaint the trunk to address chipped paint - Don't remember who exactly. But they were all there.
* Also complaining to me that they would have to repaint the quarter panel to fix C-pillar. - one of the big guys.
* Lying to me that brand new paintjob needs extra polishing("glazing") to be free of swirls. (Or, not finishing the repair properly with polishing) - the other one of the big guys.
* Telling me to be nice to him because he played a big role in getting me a new bumper. - same guy as above.
* Improper masking of vehicle and causing overspray, in addition to not even removing or mentioning it. - technician
Mr. **** brought his car in for repairs in July 2013 for a Geico Insurance claim. Mr. **** signed a repair authorization to have his car estimated and repaired by a estimate prepared by a Geico adjuster (Slade). The repair estimate was gone over with Mr. **** by the Geico adjuster and the time line to repair his car. The parts used to repair his car is up to Geico Ins company, not Dick Smith Body Shop. The estimate was gone over by Mr. **** before repairs were started. We repaired car and Mr. **** came to pick up his car. He wanted to completely disassemble car in the parking lot to view the repairs. We explained to Mr. **** that if some else Disassembles car, breaks something and is not properly reassemble we are not responsible for the end result.
The Geico adjuster Signed off on the QC of vehicle and Mr. **** picked up his car. He signed again an authorization for Geico to pay us direct for repairs and he paid his Deductible. We haven't heard from Mr. **** for almost a year and then he comes in wanting some things addressed. The bumper add been hit and damaged and he wanted the bumper replaced for free. The Geico adjuster agreed to buy him a new bumper, we agreed to re-paint and install for goodwill of Geico and the customer. We also addressed an issue with the way the back glass was install by a glass vendor.
The Geico adjusted again inspected car and informed Mr. **** to pick up his car. We repaired his vehicle by insurance standards and by the estimate presented to us by Geico. They have inspected car numerous times and said everything is fine. We did use, used LKQ parts that was on the estimate written in his policy with Geico.
His policy is to use after market parts and used when they are available. We do not decide on this, his policy which he pays for does. We have made numerous attempts to handle this with Mr. ****. We have spoken to Slade the Geico adjuster and he agrees that we have done everything that they have paid us to do and some. Geico has done everything possible to handle Mr. ****'s claim and to make him satisfied. We have done everything possible to accommodate Mr. ****'s issues and have never told him that we would not.
I believe we have done we have done everything we could for Mr. ****. If he has an issue with the estimate written and parts then he needs to contact Geico his insurance company directly.
(The consumer indicated he/she DID NOT accept the response from the business.)
1. I do not believe Dick Smith did "everything they could" when they don't even know my correct name.
2. Given the history of missing parts and unfinished work, I wanted to look at the welds and rust proofing before accepting the car. I agreed that if I break anything I will be responsible. (How can I possibly damage steel unibody with interior trip popper?) I was denied of this right by BODY SHOP EMPLOYEES not Geico adjuster.
3. I was away for a year because I could not change what date school starts. I also recall having a conversation with the adjuster that I can come back anytime for re-repair, because the LIFETIME guarantee on work done, and GEICO claims department informed me that it is fulfulled by the body shop who performed the work.
4. They say "Insurance standards"? leaving an outside panel exposed to overspray, and visible area unfinished is standard?
I would like to see documentation defining this standard. Please provide me with reference so I can look them up.
5. It doesn't matter how many times Dick Smith "tried". It didn't fix it. When was the last time you got credit for trying? Elementary school.
6. I was not told they would not accomodate me. However the nonverbal communication was that they were disgusted, and wanted to get rid of me as soon as possible. Also I was told " but we would have to re-do the whole thing" multiple times, which I understood as implying "it's not a big deal and too much effort to correct it. Just go away"
7. Bumper was clearly damaged in the accident, and finally replaced by Geico. I did not get his name but it's nothing he should be bragging me about "I made sure you get this bumper"
8. Notice how they did not mention a single word about unibody alignment?
At the moment I do not have issue with the parts used. I am looking to get my paint re-done by someone qualified (NOT at Dick Smith)
I have photos to prove the paint work is definitely not up to any established standard
pic1. shows where exposed part of the body was not finished to match the rest of the car. (I never complained about things such as inside door enge. Because it's not visible)
pic2. shows how roof surrounding the repair area clear indication of fresh overspray, and gives me a reasonable speculation that the rest of the car further away from the repair spot, was probably not covered either.
I will provide photos at request.
I repeat, I want my paint finished properly. I do not believe the "insurance standards" call for leaving oversprays, and exposed parts unfinished. HOWEVER, IF I am being a black consumer, please provide me with reference of the "insurance standard" so I can look them up, and realize I have been a bad customer.