D & M Auto Works, Inc. complaints

When Ms. Lucero arrived at our facility at 2:33 pm, we walked out to the vehicle with her to review everything that was done. She was delighted with the work and could not thank our team enough for how good it looked. We have all this proof on video/audio surveillance recordings of when she picked up the vehicle. we again notified her that we would promptly get her vehicle back in the shop when those parts arrived. We had photos of the vehicle when it was completed to show that all repairs/replacements were done, minus those tow supplemental parts. She agreed and left in her vehicle. We continue checking with the dealership for updates regarding those two supplemental parts and Ms. Lucero kept checking with us. at those times there were still no ETA dates as they were still back ordered. On November 30th I text Ms. Lucero that we would refund her the money for those two parts that had no ETA as she was frustrated and just wanted the money refunded since she never paid it. what she decides. She then demanded that we have a written receipt ready saying $1700 for the rim and $170 for the muffler for a total amount of $3400 and that she would take nothing without a written receipt. On December 4 2023, I responded with a photo of the estimate, which had the part priced on it, which were $1700 for the muffler and $1140 for the wheel. I noticed her that the total of those two parts came out to $2840.00 and less her deductible would bring it to a refund of $2590. She got enraged at the correct part prices and responded that she would threaten our business by going through lawyers the BBB and the Attorney General. She also stated in her infuriated text that she had what I paid and had no clue how I could live with myself. I then replied with the estimate from the insurance company showing how much those two parts were. I then said that I would get ahold of State Farm Ins. Co. and reimburse them for those parts that were not yet installed due to the backorder. Shen then said the ins paid us the deductible, so why did I keep adding it? The ins. co does not pay deductible; the customer is responsible for paying the repair facility the deductible. Again, Ms. Lucero did not pay the required $250 deductible. Also, out of the good kindness of our shop the ins. co paid us to replace the rear bumper from Chrysler since we wanted everything to be correct with the repairs. we have not heard from Ms. Lucero since then, but instead we got a letter from BCA with a complaint settlement. Ms. Lucero stated that we did not replace the rear bumper in that complaint. However, we did replace the rear bumper with an OEM one from Chrysler, as stated above, and have receipts from the dealership as proof. The settlement section of the letter shows that we lied about the parts not coming in. however, we notified Ms. Lucero about the YAW strike multiple times and the effects it caused on parts. We consistently updated her wit what we heard from the dealership regarding the parts. She also stated in the letter that the car was shaking from the rim being bent. This is false, as no wheel was bent on the vehicle and there was only a minor scratch. She stated that I was willing to refund her for the two supplemental parts that did not arrive, and yes, we were for the amount of the parts less the deductible, which came out o $2590. Again she disagreed with that and got enraged with me. My daughter the shop owner gave Ms. Lucero a call on December 4 2023, trying to resolve this issue with the same amount that I stated to Ms. Lucero and she denied it and hung up on my daughter. We are willing to refund Ms. Lucero the amounts of the parts that were not installed on her vehicle which were 1. The left rear wheel $1140 and 1. The left rear muffler $1700, and we would deduct the deductible that she never paid of $250 which would bring the refund total to $2590. Unfortunately, the only person who can issue these types of refunds which is the shop owner, will be out of the office for the unforeseeable future due to medical reasons and cannot be contacted as she is out of New Mexico. When she does return to the office in the future we will be willing to get that refund of $2590 to Ms. Lucero.

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