Complaints

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Nov 15th- dropped off vehicle for repair as scheduled. Waited 30 minutes to be acknowledged. Informed the gentleman that I thought they had missed some damage during the estimate and showed him the fin. He said they’d look into it. Car was supposed to be ready Wednesday16th close of business . I called that afternoon to schedule pickup- they ordered the wrong part (with 14 days lead time and 30 days from insurance payment). Estimated Thursday. Friday the 18th at 4 I still hadn’t heard back but got notice from insurance to turn in rental. Called the shop. They said it was in “clean-up now”. Told me the fin damage was “obviously not from the accident” and the “fin is aftermarket and just failing” and I needed to pay a $63 inspection fee. I refused, saying I had not approved an extra charge and they had my cell and never contacted me. Picked up the car- soaking wet (but beautifully detailed). 5:15 so they were rushed- didn’t offer a walk around or explanation of repairs. When I got home we saw the moulding next to the repaired bumper was scratched, clear plastic sticking out, and the connector was broken, causing it to pop out. I called on Monday, 21 to ask about it. ***** made me repeat my name three times, then talked to me like a child. Frustrated I asked for the email to send photos and video. He responded that afternoon to the email stating that the moulding was determined as “previously damaged.” I drove to the shop to discuss in person. He rolled his eyes, called me into his office and pulled up photos of it all pulled apart to prove me wrong. Said he’d only fix it if insurance approved further repairs. I contacted the insurance agent and she provided me the photos they submitted with the initial claim estimate. The moulding is intact, it isn’t scratched, there is no clear plastic, and it isn’t sticking out. I sent them the photos and they are radio silent. Either they missed damage on the initial estimate and don’t want to resubmit- or they broke it.

  

  Business response

  11/30/2022

  Dear ****** *********
  
  We want thank ****** ******** for communicating her complaint about the recent repair to her car; the pictures were helpful. Rusk Bros. would like to apologize for the less-than-satisfactory customer service she felt she received. We could have done a better job explaining the repair process to her. Ordering an additional part for the bumper was due to a trim piece that, on other models, comes with the bumper but was not included in this case. There are many, many differences to identify and this was shown in our system one way, then shipped another. We are sorry it took an extra two days, and that we didn’t call to let her know, however, delays in this business are frequent and unavoidable.
  
  When we work with an insurance claim, we must be careful to discern how each part is affected by the accident. This becomes a challenge when we work on vehicles with a salvaged title, like hers.   We did not pick up her indication that she felt the spoiler should have been part of the insurance claim.   We simply thought she had asked us to inspect to see if it could be “tightened up”.   We maintain that the rear spoiler was not a part of this insurance claim and therefore worked up an inspection fee, at her request to inspect, which we waived, as it required interior trim to be removed to do so. This is a standard fee in the collision repair business, and we always make the customer aware, although we know information like this gets missed when customers are focused on repair issues. The bumper trim piece she referenced is another area where we determined to be part of a prior accident but, would be willing to submit it to her insurance company and replace it if they approve the work. This is where our initial appraisal process could improve, noting these debated areas and having a more informative conversation with the customer.
  
  We hope we are given the opportunity to rectify the repair issues pertaining to this accident and will be reviewing our communication procedures to improve the customers experience here at Rusk Bros. Body Shop.
  
  Respectfully,

  ***** *****

  Rusk Bros. Body Shop

  

  Business response

  12/21/2022

  Dear BBB
  
  It is clear to us that ****** is unhappy and has, what we feel, is an unrealistic view of the situation. We wholeheartedly disagree with her accusations and have decades of good business with our customers, insurance affiliates and industry vendors to support that claim. With that said, we do want to resolve this issue with ****** and will write a check for $220.00 to cover the cost of replacing the (trim piece) in question.   This then will close the complaint.  We hope  ****** can find a repair shop better suited to her needs.  

  Customer response

  01/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ****** ********

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