Complaint Told us they would match a quote and would have our vehicle done in 5 days. They charged us $885 over the quote and took 4 days longer. We had a scratch down the side of our van and needed to get body work done on the passenger **** doors. We weren't sure if we were going to turn it into insurance or not so on Saturday June 27th my husband took the van to Karl Chevrolet in Ankeny. They gave us a quote for $1406 for the damages. On Monday June 29th we took the van to Ankeny Auto body for a second quote. The secretary, ******** told me that they had a cancellation that day and could get our van in right away and have it back before the holiday weekend. Once in the bay area one of the employees named Jim came in and took pictures and estimated the cost to fix our van at $1900. I also asked Jim how long it would take to fix and he said 5 business days. I told him I would have to check with my husband because Karls quoted us at $1406. I then left and as soon as I got home I received a call from Ankeny Auto body and they said that they would match Karls quote if I brought it in for them to look at. So I dropped my van off at 11:30 am on June 29th. On Monday July 6th I received a call from Jim stating that the van would not be ready until Wednesday July 8th. On the 8th I received a call stating it wouldn't be done until the 9th. At 4 pm on the 9th I called them because I had not heard from them. I talked to ******** the receptionist and she said it was just getting finished up and she would call me as soon as it was ready. At 5:50 I received a call from ********d stating that the vehicle was done and they close in 10 minutes. I could either pick it up before they close or pick it up the next morning. I went and picked it up on the 9th and paid the $500 deductible. Jim handed me the summary analysis and they charged us $885 more than the quoted amount. My husband contacted the Owner, **** ****** on July 10th and was unable to get a hold of him. **** did return his phone call on July 13th and told my husband that sometimes the estimates are wrong. He did not give an explaination for taking 8 days to finish the repair work.
Desired Settlement I would like to see them held accountable for the quote they gave us. This was cosmetic work only so they shouldn't have had $885 worth of extra charges.
Business Response Contact Name and Title: **** ****** Contact Phone: XXXXXXXXXX Contact Email: *****@ankenyautobody.com I have attached our job history notes that are time and date stamped. Consumer stated that we would match Karl's quote and what we said was that we would start with Karl's estimate and work with the insurance company on any additional items required to repair the vehicle to pre accident condition, which is what is best for the vehicle owner and all they are responsible for is their deductible. See job notes, the vehicle arrived on 6/29 and our first note states that it is going thru Westbend Insurance, so not out of pocket from the start. We talked to adjuster on 6/29 and emailed him the revisions, supplement, on 7/1 after disassembly. On 7/6 adjuster called back and gave us approval and 7/7 claims handler called and wanted us to email photos. So, it took 4 business days to receive approval to proceed. The owner was in a rental paid for by insurance. Our initial estimate was $1900 which was a more accurate starting point. The insurance company paid the supplement in full. Our Customer Service Representative was placed in the hospital from 7/6 to 7/8 and our painter needed to take his wife back to Mayo Clinic for an emergency complications, which was communicated to the owner. This process is common practice for our industry and the lack of communication due to short staffing created the situation. I was out of town last week and when I returned I called husband without any knowledge of the repair. The owner stated that it was just a scratch but had 2.0 hours repair on one door and 8.0 hours of repair on sliding door. The reason for the extended time was waiting for authorization from adjuster. Our body technician worked on the repair on 7/3 which was a day that we were closed for holiday. We gave an estimate which is what it is until we disassemble the vehicle to examine any additional parts and labor required. Owner resolution is to hold us accountable for the quote/bid. This was an estimate not a quote. They did not have to pay any additional beyond their deductible. I offered thru a Facebook message to meet with the owners and did not here a reply. Communication is the problem and I apologize for the breakdown.
Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.) As **** pointed out this was an insurance claim, and my husband and I will not benefit from any outcome that is settled. This is purely a matter of principle and holding this business accountable to what they agreed on with us. The original estimate they gave us came in at $1943 and we were told we would have our vehicle back before the holiday weekend. We live only about a minute away from the body shop and I received a call from the secretary. She stated and this is a quote, "I talked to my boss and he said we could do it for the $1406 if you bring the quote from Karl's Chevrolet in." This was NOT a "starting point." Ankeny Auto Body knew that we were going to take our business to Karl's because they said they could do it for less. They deceivingly told us they would match the quote solely to get our business. If they knew that they could not do it for the $1406 they should have never called us back and told us they could. If they would have honored the $1406 quote that they said they could do then they would not have had to wait 4 days for the adjuster to approve. Our insurance company told them that if the repairs were $1500 or less they could proceed. Not only did our insurance company have to pay $885 more which is a 61% increase than what was quoted but they also had to pay an additional $175 for our rental vehicle because it wasn't done before the holiday weekend like we were told.
I did receive a call from Jim on Wednesday July 8th about the employee needing to take a family member to the hospital but other than that I was not aware of anything else that **** mentioned in his statement. **** did reach out to me on Facebook. Since I am not friends with him I was not aware that I had the message until 4 days after he sent it as it went to my "other" folder on facebook. My husband is working long hours and I have not had time to set up a meeting. A more professional way to contact us would have been a phone call.
Final Consumer Response Can you please verify that you actually gave to the charity that we agreed on? I cannot see that any donation has been made. Thanks!
Final Business Response I donated $200 to Leilani towards her fundraiser. I didn't read the response closely, thank you for the reminder. Hope for the best on her surgery!!!!!
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