Complaint Category: Improper or inferior repair
Complaint: Good Morning,
I am writing you about the inexcusable unreliability of the Kirmac Newcastle Team. I have unfortunately been the victim of two distracted drivers over the past 9 month and both instances brought me to Kirmac Newcastle and the follow will describe the situation in detail and my losses associated.
In mid June last year, I was rear ended on I-90 east bound. My agent recommended that I take my car to Kirmac Newcastle. Once the adjusted had viewed the vehicle I took it in to Kirmac. I advised both ***** and ****** manager and assistant manager respectively that I wanted 100% new parts and that the adjuster as well noted that part should be new and the parts on the car were to no way be refinished or repaired. I was given a date to pick up the car and went on my way, when I came back for the car initially, I was told that they needed another day to complete the work. I was unhappy, but advised if the rental car company questions my bill, they need to cover any gap, ***** agreed, I came back the next day for pickup and reading he invoice I notice that they put the same parts back on the car. At that point, I asked how this happened after I had specifically advised them of the repair and that the adjuster did the same. They claimed the work was guaranteed and that they missed the adjusters notes. I questioned how my face to face conversation with them was overlooked and why they did not confirm with me and no answer was given. They needed to order part and to order parts and do the work again, it would require 3 more days. I told him to mark the calendar and just pay the rental car bill from that day forward.
I came back in 3 days, picked up the car and manager ***** apologized for the issues and promised me if I ever needed future service, he would hand walk my car through the shop ensuring only the best possible service.
6 months later, I was rear ended again. Unfortunately this became problematic from an insurance perspective. My agent advised this incident would require more investigation, so if I wanted me car fixed sooner than 2-4 weeks, I would need to pay my deductible. After 25 days, I was told they were still investigating, so I decided to pay the deductible and have the car fixed.
After speaking ***** at Kirmac, he advised that he would put his senior tech on he job and walk my car through the ship like I was family. I dropped the car off on the 15th of Jan and he advised that it would be ready on the 21st. I advised I was leaving town for business, but I would return for the vehicle on the 23rd. On the 23rd I arrived at the shop and the 1st think I noticed was my freshly painted bumper had deep scratches in it. ***** advised that he noticed one of the newer people pushing my pumper across the floor with his foot! I reasoned by saying new person, I thought you put your senior on the job. ***** advised that it just got to busy and his senior was needed on other repairs. Doing awalk around, we found at least 6 issues that stood out that were either not done, or not done correctly. ***** asked if he could keep the car. I said no, I want to get rid of this rental. ***** told me if I drove my car home, he would pick it up the next day and do the repairs. ***** called me later that day to tell me the shop is too busy to work me in Friday, so he would get the car from me Monday.
That weekend, I drove out to North Bend, on the way there I noticed the car was on empty, when I got there, the car was below empty. I pulled into the station, but the electronic gas level would not release. I'm now 35 miles from home on a Saturday evening with no way to gas up. I called *****, because he had promised to be available if I had any car related issues. , he not only did not answer, he didn't return my call. Pretty much reciting the Lord's Prayer, I started home. My prayers were answered and I'll tell you why. A mile from home, the car started to chug and as I pulled into the driveway, the car gave out! I mailed ***** Monday morning to tell him I did not leave the car out because it was empty, and he couldn't drive it. ***** said, "Empty, we filled your car up when we got it because you were at a quarter tank". That cause me to go back to the intake paperwork. After checking the mileage, I could see between when I left the car and that day, 500 miles had been added to the odometer. When I subtracted the mileage I drove over 2 days, that still left 400 miles and the only mileage ***** advised was 3 miles each way to **** ******* This clearly not only accounted for the car being on empty, but the multiple claims from staff about how fun my car is to drive. ***** arranged to get the car Tuesday; he planned to have it back same day, but no later than Wednesday. ***** showed up Thursday with my car, not only were the repairs not complete, he advised that an engine light had illuminated while in his shop, not to mention he never called Wednesday to request the car for an additional day. At that time, he shared that he had been demoted and moved to a new location. He said he would get the repairs completed the next week and that he would be in touch. I sent multiple mail to *****, requesting his plan to either complete these repairs or transition the responsibility to his replacement. My mail went unanswered.
I decided to buy the parts required for the engine repair, have the work done and bill Kirmac back. I also called my insurance company to let them know I am not happy with their preferred shop and that they should be the ones doing all of this additional work since I pay for insurance and don't appear to be getting anything in return. They told me to call ***** the new manager of Kirmac Newcastle.
**** decide to have the car towed to the dealer. The deal completed most of the repairs, at least the ones that Kirmac was not comfortable with doing themselves. It appears the major electrical issue was a pair of aftermarket bulbs that I requested that Kirmac install in the rear turn signals. When I gave the bulbs to ***** on Martin Luther King Day. He advised he would put the bulbs on *****'s desk. I told him to put a note on the bulbs to make sure the install in done right. When the car was turned with the engine light on, ***** commented that the bulbs were problematic, but he got them in. I told him that they would only be problematic if installed incorrectly. The next day I checked the install to find he had not installed them in the turn signals, but the brake lights. Forcing the bulbs into the wrong socket caused the electrical issue, ruined the lighting harness. ******* position is my bulbs caused the issue, but Brian forced a circle into a square and the reason the bulbs cause the issue was because Kirmac used them for the wrong application, after I specifically advised them to be careful.
This 5 day repair took more than 5 weeks. Ruined the finish on my secondary vehicle as it had been detailed in late November and I had not planned to drive it until the weather was more reliable in the spring. Kirmac did not offer or pay for a rental during the long process to restore my car to working condition, and I gave up a 52mpg fuel efficiency for the 22mpg of my secondary vehicle.
Initial Business Response
We believe that all service and quality issues expressed by our customer have now been rectified. We have initiated financial restitution for our customer to defray his out of pocket expense and the customer is aware that we have ordered a check to be delivered via mail to his address in approximately 2 weeks. The customer has indicated that he is willing to utilize our Company for collision services again in the future if the need arises and has been instructed to contact regional manager any time it is needed.
Initial Consumer Rebuttal
(The consumer indicated he/she ACCEPTED the response from the business.)
I don't believe that this resolution makes me whole, but this was never about money. I don't see this as a happy ending as much as I do an ending. I'm not one to hold a grudge and if Kirmac is truly committed to their word and service, I can only expect to be blown away should I call upon them again. Thanks to all for their time and efforts.
Complaint Resolution: Company resolved the complaint issues, but not within the Bureau's timeframe.