Company Response
9/24/2021
Mr. Diaz brought his truck in for an estimate on 8/2. He had two claims, one through insurance and one out of pocket. At the time, and currently, we were busy and booked out over a month with repairs. He scheduled based on our original estimates on his claims for 8/23. On 8/23, he dropped off and we proceeded with repairs. This process starts with completely disassembling any and all parts related to the repairs to expose any underlying damage. In this case, we had to remove the front bumper, front filler panel, air deflector, under cover, truck bed, tail gate, tool box, tail lights on both sides, top bedside caps, and rear bumper. One of the concerns that Mr. Diaz had was the rust on the truck. The truck is completely rusted and all the bolts were seized. As you can imagine, this adds a great deal of time to the disassembly and a lot of the bolts had to get cut off. On his customer pay repair order, he wanted us to repair the rusty bedside. Upon a deeper inspection, it was clear that the rust was too bad to repair and the bedside needed to be replaced. On the insurance claim, the same was true. It needed a new bedside. This was submitted to his insurance on 8/25. Jackson reached out to Mr. Diaz to let him know his truck may actually be total loss due to the extensive rust issues and that we had to wait for the insurance to make a decision. Mr. Diaz then called in on and asked that his truck be reassembled so that he can grab it as he was going out of town. With Jackson out of town, Randy let him know that we had 30+ cars that were already scheduled to be reassembled and delivered to customers already in process and that it would be near impossible to make that happen, but that we would do our best. He also sent him a copy of the charges to review. Keep in mind, this is before a holiday weekend. We then had to order the hardware to be able to reassemble the truck so that he could drive it home. We received what we needed on 9/3 and managed to bust our butts to get it into a position for him to pick it up. We cannot put a vehicle together without parts and it is a liability we are not willing to take, by letting a vehicle leave that isn't safe.
As far as admin, parts, and storage charges, here is the work that was completed for Mr. Diaz.
*Estimate was written.
*Correspondence to get the claim started
*Parts were ordered, received, inventoried
*Vehicle intake procedure
*Prewash of the vehicle
*Complete disassembly of both claims
*Supplement written and correspondence with insurance/customer
*Photo documentation with over 150 photos for insurance
*Complete reassembly of truck after requested by Mr. Diaz
*Pull, inventory returns, return slip, call dealer for return pick up (restocking fee from dealer)
*Clean all of our markings off of Mr. Diaz truck
*Storage, at posted rates, of $100/day (standard charges)
*Hardware replaced in order to make it drivable
For Mr. Diaz to expect that all of this is done free of charge is out of line and I am disappointed that I pushed other customer cars out past the holiday to get this done for someone so ungrateful. There is no greed on our end. I believe Mr. Diaz is trying to capitalize on his cash settlement with the insurance in order to pay for the used bed he is installing himself and is frustrated that we are asking for reimbursement for work completed.
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