anonymous
franklin park,#2REBUTTAL Owner of company
Tue, February 05, 2013
This rebuttal is in reference to Report #: 601261.
This is a false accusation. Frank's Auto Body denies any claims made by this report. Being in this business for as long as we have, the professional mindset is an instinct.
With that being said, when working with an Insurance company and a customer there must be a thorough and comprehensive means of communication from start to finish. From the time the car comes in until the time the car is checked out, the Insurance Company, the repair shop and the customer are all on the same page and up
to par.
Parts are ordered and unfortunately sometimes they can get backed up. These things are out of the control of the repair shop. When incidences like this occur, we contact the customer to have them aware of the delay. The Insurance Company is also aware of any delays throughout the repair process. It is a constant means of back and forth communication. Without the approval of the Insurance Company, the repair facility may not go any further.
During time of payment, the Insurance Company is responsible for covering the repairs of their Insured or Claimant (whichever the situation may be). Payment may come early, on time or late. The situation for every claim is different and with that, everything is done on its own time. It is a Standard Operating Procedure between the repair shop and the Insurance Company. Things can sometimes be delayed and there can always be someone you can't get in touch
with, it is like any other business.
The customer is given a hard copy of the estimate for their own records and they are presented with a final bill with a lifetime warranty on the day they pick up their car. They have all proof of what was done in writing, how much the costs were and what the Insurance covered.
Pictures are taken on all vehicles as soon as they come in to ensure that any prior damage is thoroughly documented. As per our coupon, we have always honored it upon all of our customers.
Thank You,
Frank's Auto Body