Complaint: East Texas Collision Repair did not go by what I wanted done with my vehicle. This was wrong not standing by what I wanted done.
On October 4,2013, I went to East Texas Collision Repair to get a Estimate on 2005 Ford Taurus SEL on the right side rear bumper only. After I got my estimate I left my Ford Taurus with them only doing the rear bumper. They did not call or text me about doing the whole right side. I talk with ***** and *** about only doing the right side rear. Yes, I told *** only the right rear to be repair. I let her now ********** Insurance Companies have wrote me the check is under my son name ***********. I will pay the bill just call or text me when you all finish the job. They did not call or text me when something different came up. In the front desk a note: when order part we needed a deposit. I did not get a call or text. When I was in their office on October 29, 2013,*** was on the telephone telling somebody on the telephone they have a problem with their vehicle. I ask why I did not get a call about my vehicle. They did not give me a reply. We just did ********** Estimate. I let them know it was wrong, I told you all I came in on October 4, 2013, left my vehicle with you all with the agreement. I was clear in what I want done with my vehicle. ***** carry me into his office and pull up the estimate on his computer what I want done with my vehicle. ***** saw the paperwork under my name. ***** told me to call ********** and I told him no. I know what I told you to repair on my car we agree with that. I let him know I have a copy of the paper work at home. I did not give you all a copy of ********** Estimate. You all pull up the estimate. I had to pay for the whole right side. This was not the agreement I left with you all on October 4, 2013. I let them know this was wrong for me to pay for work I did not ask them to do. In looking down my right side it still needed some repair work done. They did not go by the estimate they give me on October 4, 2013. On October 29,2013, I got a lot of run around information. They did not stand by their words or write down important information. They just bring up ********** Estimate not going by the Estimate give to me on October 4, 2013. One thing I left out, ***** told me he go by what on the computer. When ***** saw my name ***** ********* on his computer he down his head. This when he told me to call **********. I told him I was paying the bill not **********. I let him know about the issue at hand. Before we went into his office he told me he go by the information on his computer. When he saw my name he change everything. I told ***** you see my name why you did not follow my wishing. ***** just sit at his desk and came out with called **********. I let ***** know you not standing by your word. The information with ********** is under my son name. I came into your office for repair not my son ***********. By law you should have done business with me not ********** or ***********. I made myself clear in doing business with East Texas Collision Repair on October 4, 2013. *** ask me question about who paying the bill. I told ***, I am paying the bill not **********, just do my rear bumper only. When you come back bring cash or cashier's check okay. I give *** my keys and I left out on October 4, 2013. It okay for you to call or text me at XXX XXX XXXX.
Initial Business Response
We did write an estimate to this customer. In fact, she came by several times changing her mind on what she wanted repaired. The day she dropped her vehicle off to us we asked her if she had turned it over to her insurance company, and she said yes. We are very carfeul about documenting any customer requests upon vehicle drop off. In addition, we have no record of her saying she only wanted part of the car fixed. We then called her insurance company and we recieved a copy of the estimate for repairs. As I explained to the customer, we based the repairs off of the insurance estimate that we were provided. We did the repairs exactly as the insurance company covered. When repairs were completed, and the customer came to pick the vehicle up, she claimed that she did not want all repairs completed and that she only wanted partial repairs so that she may keep some of the money. We clearly stated that all repairs were done based on the insurance claim she had filed and the paper work we had from the insurance company.
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I told *** what I want before I left the shop on October 15, 2013. I clearly stated this to ***. I told *** I will pay for the vehicle. I show her on the State Farm the part I want done. It will be cash when I pick up my vehicle. We agree to the sale of my vehicle. I told ***** only the rear bumper. I let ***** and *** know only the rear bumper I want done. ***** turn everything over to *** to finish the sale. He give me the copy of the rear bumper for my record. Yes, the customer is right you needed to service and act in complete honesty. They needed to refund me my money back. You can see they did not do the right thing. By law they own me a refund. When something do not look right they should have called me to make sure everything was going right. I listen to *** called a customer when a problem with his or her vehicle. *** did not turn in the right paperwork on my vehicle. If you have any problem give me a called or text me. I was clear on what I wanted done with my vehicle when I left on October 15, 2013. In their statement you can see this company did not do the right thing.
Final Business Response
The customer insists that she clearly described what she wanted done to her vehicle, but nowhere in any of our two encounters did we receive any indication of her only wanting "partial" repair. The only information upon dropping off the vehicle was a work authorization signature and her stating that State Farm would be handling the claim. As for the customer always being right, we truly believe that, given that both parties fully understand the service desired and are acting in complete honesty. We do not feel responsible as we were sincerely trying to take care of our customer; as we do ALl our customers. That being said, we're sorry you feel this way, but by no means do we accept your desired resolution.
Complaint Resolution: BBB determined that while the company addressed the complaint issues, the complainant was dissatisfied and the matter was outside BBB Rules of Arbitration.