On 10-16-2010, I brought my vehicle to the above vendor to obtain an estimate to have the body repaired. I had previously obtained 2 estimates from other vendors; but, decided to go to National Auto, because this shop was recomended by the adjuster from Allstate Insurance. The total amount for the repair that I required was $120.00;(2.5 hrs.labor @$45.00) very much in line with the other estimates. The repair was scheduled for the following day.I had purchased the parts required, at an auto salvage bsnss.The following day I called the salvage shop at 8 A.M. and was told that the parts would not be available until after 9:30 A.M. I arraived at National Collision at 9:38 A.M., and was told that, **** one of the workers, would take me to the salvage bsnss. to pick up the parts. **** had to unload his vehicle before we were able to proceed. We arrived at the salvage a little after 10 A.M.(Video and document verification available)We arrived at National Auto at 10:47, we were a bit delayed because **** had to stop to fuel his vehicle at a circle K. I took the bus to go home. At 13:32P.M.(phone log available) I received a call on my cell phone that the repairs were complete; then, at 2:30 I received a call on my land line (phone log available) When I came to the shop to pick up my vehicle, I was told that I owed $216.00 for the repairs. I paid and then I approached the estimator for National, ****, he was sitting at his chair and stated: "you sounded like a girl!" Then he sat back in his chair and gazed at me with a smirk on his face. I immediately knew why I was charged a higher rate than was quoted to me. The repair on my vehicle was done in such haphazard haste that the repaired hatch is very difficult to open or close. I notice that when I am able to open the hatch the entire structure moves to the left(driver side) of the vehicle .170 thousands of an inch. The lock of the hatch is not aligned with the latch. I will now have to take my vehicle to another shop to have this deficiency repaired.
I want them to repair the door the correctly, you can clearly see that its aligned properly.
Until we were contacted by the Better Business Bureau, we were unaware that the customer had a concern with the original repair. The customer's vehicle, 1995 Chevrolet GEO, would have been deemed a total loss by the insurance company. We explained to the customer that if he supplied his own parts from a salvage yard, we could not guarantee proper alignment but we would do our best to attempt the repair. The customer did not have a way to transport the part from the salvage yard to our shop so our technician volunteered his time and gas to drive the customer to the salvage yard to purchase the part. The customer was informed that it would be necessary to remove & replace the left rear lamp assembly and the left rear quarter panel, resulting in additional labor time. The customer was joking with the staff and appeared satisfied with the repair upon delivery of the vehicle.
In order to resolve the customer's concerns, we contacted the customer and had him bring his vehicle to our Grant Road location. An additional adjustment was made to the lift gate and the customer stated he was satisfied.
Final Consumer Response
I have been traveling outside of Arizona on an assignment and did not receive you communication until today.
I did have the vehicle re-repaired at National's Grant Rd. And Silverbell facility. The repair remained in action for 2 days and then the repaired door failed again. I don't think that the repair facility has the technical capability to under take repairs of such magnitude;although, they are very skilled in billing for more time than it took to enact their hurried repairs.
Final Business Response
As we stated in our original response to this complaint, the vehicle was deemed a total loss but the customer's insurance company. We informed the customer SEVERAL times that due to the damage and the age of the vehicle, we could NOT guarantee the repair. Further, the customer supplied his own USED parts and he did not want to pay to have them installed correctly. He wanted a temporary fix just to be able to drive the vehicle. Again, the customer was informed, both before he authorized the original repair at the Valencia location, and also when he brought the vehicle back in to our Grant Road location, that there was no way of installing the USED part the customer purchased correctly due to the extent of the damage and the age of the vehicle. The customer declined to spend the money required to properly repair vehicle and wanted a temporary fix to keep the vehicle driveable. Unfortunately, the customer seems to expect a premium repair at no cost to him.