ComplaintsforNorthern Virginia Auto Body Inc.

• Initial Complaint

  09/26/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  May 06, 22 issued a check #**** for amount of $1000.00 to Northern Virginia Auto body *Inc. as a deposit. However, right by my work location, I got another estimate for close to a thousand dollars less. Therefore, I went to the NOVA auto body and informed them if they could match or come close to my other estimate. They could not therefore I stated am not interested. service. I never did turn in my car for repairs. NOVA Auto body agreed to return my deposit minus 10% restocking fee. I disagreed unless they can show that I signed and agreed to such an agreement that I was unaware of. Nova Auto body sent me a scanned copy of some other receipt from ****** Springfield I think which has no relationship with my vehicle, a 2010 ****** **** In the recent past we have correspondence on email with the same result of 10% fees for restocking. I can forward the our correspondence, if needed. Thank you.

  Business response

  09/29/2022

  Dear Sir or Madam: 
  *** ****** ******** came into our body shop asking for a quote regarding damages to his 2010 ****** ****. We provided him a written estimate of $2,722.28 (which I have attached here) *** ****** ******** agreed to the repairs, he left a deposit to pre order his parts, of $1,000.00, his personal check number is 1206. A few days later, a lady which stated she was his wife, called explaining they received an estimate for lower and wanted our shop to match the price. We also received an email from *** ****** ******** at this time (I have attached email). Over the phone with his wife we explained we would not be able to match the price, and she asked for a refund. This is when we explained to her the restocking fee to return the parts, she stated she would speak to her husband and call us back. We never heard anything back until *** ****** ******** emailed us August 24th, 2022 (which I have attached as well). 
  As you can see in our email thread we are more than willing to refund the amount of $885.53 but *** ****** ******** is responsible for the restocking fee. There is no reason our shop is responsible to pay for the restocking fee because the customer backed out of their agreement. I have also attached a copy of the part invoices, as well as the receipt that we did in fact pay the $114.47 restocking fee to ******** Springfield ******. 
  We may be contacted at ###-###-####. Our email address is [email protected] 
  Please ask for Seana or Kenneth L** 
  Best Regards, 
  Kenneth L
  
  

  Business response

  10/10/2022

  October 7th, 2022
  Northern Virginia Auto Body is rejecting this response.
  Yes, we sent the wrong form from ******** ****** Springfield, accidently. Accidents happen, within 1 minute we sent the correct invoice.  See previous emails sent prior for documentation. You can compare the vin number to your vehicle to assure it is the correct invoice.
  The customer is contradicting himself. He mentioned we sent the wrong ******** Springfield ****** invoice, which we corrected.  Than underneath that statement he mentions we never sent it, “despite his request.” As he first said, we did send the invoice. You can also look through the email thread and see we did in fact email him the invoice. You will also see a ******** invoice, that was sent over the first time. This vendor did not charge a restocking fee, hence why we did not charge the customer a restocking fee. We are not looking to charge the customer for anything unnecessary. We are not making this up ourselves. We provided all documentation necessary. Our shop was charged a restocking fee because this customer backed out of his agreement. It is not our responsibility to pay for a decision we did not make. Just because this customer received a much lower estimate elsewhere, does not mean we are responsible for covering his restocking fee. If the customer’s intentions were to shop around for estimates, he should have done so before asking a shop to order parts for him, and before leaving a deposit with our company.
  It is not our concern weather *** ****** ******** is single or not. A women called, stating to be his wife. Weather she was telling the truth or not, we do not know. We do not ask for documentation of proof of marriage. She was able to provide his name, phone number, and vehicle which is all we would require. She did not only call once, she called twice and spoke with two of our employees. 
  Not only did our shop explain to ****** ******** about the restocking fee, it is printed in the front office where he made his deposit, where he agreed to repairs, and where he left his check. 
  
  Best regards,
  Kenneth L

  Customer response

  10/16/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered] Complaint: ********* am rejecting this response because:Regards,*****************************

  Dear BBB,  Below are the reasons for me rejecting Nova Auto Body Works. I have provided the  email thread to establish the facts. i have again provided some of the same questions that have not been answered and hope they will.  Nova auto email thread. Northern VA Auto Body<***********************> Dec 10, 2020, 12:24 PM to me Hello, Please see the preliminary estimate below. Any questions or concerns please let me know. Best Regards,**********;(The above email has nothing to do with my present case. Since  I did not hear from ********************* and we previously corresponded with my secondary address, I tried reaching out to him,to no avail. No response received from ********** boganvilea<********************> May 14, 2022, 10:06 AM to Northern Hello *****,Good morning. Please help if you can. Thanks,***************************************** (C)**********************> wrote:  ATTN : This message is for *********************. Pls forward.Dear **********,Kindly let me know when I can get my $1000 deposit the Ck #**** issued on May 6, 22. (3 - 4 months, still have not received it.) I do not wish to address this matter with Consumer Affairs, Fairfax County. i would like to offer you the opportunity to resolve this issue. Please address and bring closure to this outstanding due of $1000.Thank you,****************************************************> wrote:Good morning, Unfortunately, I do not see that we have written an estimate for a 2002 ***** ***** in a few years. With that being said, if this is the vehicle in question please provide me with your name, vin number, copy of the estimate.. something I can look up in our records.Again, we are more than happy to issue a refund for the amount of $885.53. Please provide a name, and mailing address to send the check out to.Best regards, ****************************> Good afternoon,Again, we just need a name and correct billing address to issue the check in the amount of $885.53  Thank you, *****On Sun, Aug 28, 2022 at 10:05 PM ******** <**********************> wrote:Thank you ***** for your response. Sorry, I was out of town.Kindly forward me a scanned copy of the agreement of the 10%  restocking fee that was agreed upon.Thank you,*****************************************************> wrote:Good morning, that is shop policy as well please see the attached invoice directly from Springfield ****** stating there will be a 20%restocking fee.***********************> wrote:On Tue, Aug 30, 2022 at 5:42 PM ******** <**********************> wrote:*****, thank you for your response.I was not informed of a 10% restocking fee at the time of my quote.Did we have an agreement in writing about the disclosure of a cancellation restocking fee. If so, this is my second request to  forward me a copy, please.The attached bill from ****** Springfield states that after 60 days there is a restocking fee of 20%. This attached bill does nt represent my case.Rather than go back and forth,please offer me a simple Yes or No will suffice.Thank you,*****************************************************> wrote:   Good afternoon the disclosure is not between yourself and the shop when it comes to restocking fees,it's from ****** that is their policy that we have to abide just like any insurance needs to as well. we pre ordered parts just like you wanted and you where all in till you got another estimate with all do respect we do not have that money ****** does if you want to take the invoice to ****** that is your best bet but keep in mind that both me and ***** did speak to your wife and did not hear from neither one of you for about 2-3 months i do apologize but when it comes to the refund for the restocking fee there is nothing we can do at this point.sincerely ********<**********************> Sep 1, 2022, 6:15 PM to Northern Thank you,******.My response 2. To Nova Auto.May 14,22  Since ********** did not return my calls for a better quote,  I emailed him  from my secondary address as we corresponded before on a repair on a previous vehicle( *****).  ********** nor anyone else called me back. If the answer was negative, I would have gone to ******** where I did fix my vehicle.I cannot tell if this delay was poor communication or deliberate to get the business.Aug 24, 22.  My email specifically addressed to ********************* also went unanswered. Not one email thread stated that they could or would not offer me a better quote. For their sheer lack of response and cover for their mistakes they now insists they spoke to my wife.Aug 25, 22.     Nova Auto email to me. I never did ask Nova Auto to match their price. I  did ask  for an estimate close to the one I got with patch work on the wiper fluid container. Another inaccurate statement.Aug 28, 22. I requested a scanned copy of any restocking fee that i was either informed or agreed to --why no response.Aug 30, 22Incorrect  ****** Springfield invoice sent... not related to my Rav 4. Another mix up.Aug 30, 22 **** pm Nova Auto email from ******* to me.In this email, ***************** admits that the disclosure is not between me and Nova Auto. when it comes to restocking fees. it is between ****** and Nova Auto. However, i was not informed or else i would not have delayed giving my deposit, until i got other quotes. here again, ****************** states that he and  ***** spoke to my wife. Another false statement.Sept 01, 22   No response to my email dated Sept 01, 22. In summary :If ********** or anyone called or responded to my  calls or email in a timely fashion this would not be an issue. I received no such call from anyone, hence my email to ********** on may 14, 22. That is the evidence I have.  I could/would have cancelled immediately. They failed to inform me, verbally or otherwise. How come ***** and ******* claim to talk to my wife about estimate/unable price match when I am single?  I assure you no such calls were made to me or my so called wife. My emailThey insist they spoke on the phone to my wife,  is absolutely false. I asked if the job can be done close to the estimate I received and stated that the Windshield fluid container will be patched not replaced to cut costs. I never asked for a price match like ************* stated. Another false statement.Never once did I speak to Ms. ******************** ******* about price reduction. Over the years, this is my 3rd visit for repairs and as far as I know, ********** is the person who calls the shots and he did my estimate in all 3 visits. Hence, my email was addressed to him. Therefore, I would not engage with the other employees for a better estimate. Another false statement.Why the delay in returning my initial phone calls to offer me a better estimate?While no calls were received by me from Nova Auto, I wrote an email May 14, 22. Why no response?   TO claim they spoke to my wife is a cover up.Why did I see no sign for restocking fees?  Why was I not informed of restocking  fees ?  Did I sign any agreement for restocking fees? Did I turn in my vehicle?Did I sign to authorize any repairs?Thank you,*****************************Oct 16, 2022.

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