Complaints

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• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9/5/22 I spoke with ************* from Diminished Value of Oregon about filing a claim for my vehicle's diminished value after my car was hit by a school bus. *** had me pay $299; after that, he was **** After reaching out to him multiple times (and threatening to go to BBB) via text, email, and phone calls, he finally responded on 11-21-22, telling me he was out of town testifying on a court case. He told me he would be back in a few days and would follow up. I have not heard from him again. He will not answer my calls, emails, or texts. Yet still has my money.

  Business Response

  Date: 01/19/2023

  I sincerely apologize to the client for not receiving a callback and appraisal as expected. There was possibly a problem with her receiving her appraisal on December 6, 2022 due to the email we had on file going to a school's dot EDU address, which can sometimes have a firewall in place to prevent larger files or multiple files that *** be malicious. The phone number we had listed went directly to her school's main line. The client did call twice on October 23rd, 2022 when we initiated the appraisal, and again on November 19th when I responded on November 21st - unfortunately I was out of town at this time testifying. According to my CRM, I did leave a message, but don't know if she received it and never heard from her after that time that I can find in our records.
  
  The cause for the delay in completing the appraisal until December 6th was mainly due to lack of documentation of mileage at the time of loss; however, this is not my fault but rather an issue with the auto body shop and adjuster for not documenting the miles as they are required to when they produced the official documentation. I was eventually able to obtain a photo of such information to allow for completion.
  
  The extra delay in completing the appraisal was due to the fact that it had been a few months since the loss occurred, making it difficult to develop an accurate value based on the time of loss. Moreover, due to the volatile market and unprecedented fluctuations in values which we have been facing, I could not simply rush through this process like many companies *** do. Instead, I take great care in ensuring that all documentation is precise and properly put together as this is fundamental for your claim.
  
  As for the threat of going to BBB without any prior contact from us regarding such an issue, I do not recall it ever being mentioned before. It would've certainly been helpful if she had contacted me directly by phone or text as she had done previously regarding non-receipt of appraisal instead of going straight away to submit a complaint at BBB.
  
  I have since reached out to the client and sent all documents related via her Gmail account which she has already confirmed receipt of them.