Report: #582947

Complaint Review:

  • Submitted: Fri, March 19, 2010
  • Updated: Fri, February 22, 2013
  • Reported By: Tim — Medford Oregon United States of America
    13728 NW Glendoveer Dr
    Portland, Oregon
    United States of America

Show customers why they should trust your business over your competitors...

My vehicle was struck by a drunk driver one evening doing some major damage.  I couldn't believe my truck I worked so hard to pay off and keep in great condition was now wrecked.  The other drivers insurance company was taking all the necessary steps to avoid making me whole again.  My vehicle should have been totaled but I'm no expert and talking to other body shops it was clear a DV claim was something I should be pursuing.  This was my one opportunity to present my DV claim to the insurance company and recoup some of the lost value.  Enter  The site seemed reputable, they were located in the same state and I, and my conversation with Monica left me thinking I was in good hands.  I was wrong, very wrong!  Everything from promises of contacting the insurance company and auto body shop to assisting me with what to say when dealing with the insurance company was all a misrepresentation.  NONE OF THAT HAPPENED!  I hadn't heard anything from Monica since they charged my credit card so I followed up with this email:  Haven't heard anything so I wanted to check in on the progress of my DV claim.  Any progress?"  Her response"  I would call them to see what the offer is.. Thanks, Monica".  

Attached to her response was my DV report.  It had been almost a month since I talked to her.  Following her email back to me, I replied with the following email:  Before I contact the insurance company I'm interested in steps you've taken on your side.  When I emailed you on Feb 11th I had not heard or received anything from you regarding my DV claim.  I noticed the attachment you sent had a date of Jan 22nd. So what's happened on your side.  I understand you were going to contact the insurance company as part of your process along with the company doing the repairs on my vehicle.  What should I be aware of from those conversations?  My dealings with insurance and collision repair shop have been difficult so guidance on what I should and should not say might save me some future headaches.  What will I expect insurance to say?  Since I'm still dealing with vehicle repair issues so should expect them to continue to reduce any DV payment they might offer based on further work being done to my vehicle??  What might be helpful is an idea of what I should be doing step-by-step.  The report helps but understanding the process and what to expect is helpful too.  Perhaps I missed your first email that might have contained additional information not contained in your report?  If so, could you please forward that information to me again?"  The information in the report was helpful but contained references to dealers who had not been in business for some time.  My take: This DV report was created years ago and has since been used as a template, old and outdated references.  I called AutoLoss to express my dissatisfaction with the report and services provided up to this point.  Here's my final email to Monica : I'm a little concerned now after reading some of these reviews online.  I'm usually persistent in researching companies online and perhaps this won't be an issue.  (I sent her links to several sites with complaints about her company.)  Some complaints have valid points.  One suggested a template used for each report.  Is this true?  (Romania Auto Group does not come up in a web search.  My wife bought a car from them when I lived in Eugene and I thought they went out of business sometime ago)  So if I'm to use any of this information, wouldn't current statements from dealers currently in business be more credible?  Why is your report not something I can use in court without your permission?  What information in that report would come into question if you list all your experience and training?  Having you walk into a courtroom is one thing, paying for a report useless without your permission in court is another.  As in my first email I'm more interested in knowing what you have done up to the point of finalizing the report.  For $300 I would hope you have taken some opportunities to investigate my DV case on your own.   (How do you know the condition of my interior?  Do you know my vehicle does not have a rear window defogger?  My service records are posted on  Was any of that information to make my DV claim more credible researched? Headliner and dash in excellent condition?  I assume a visual inspection was done with this level of detail.  If not, should I assume you have additional photos from other sources?  Perhaps the collision repair shop?"  Her response:  See the amended report with the changes.. Our corporate attorney has the disclaimer on every  report.. When we spoke initially you stated your vehicle was in good condition. As well as we have completed 100-200 clams a month for over 10 years so we are going to have some unhappy clients. I am sure you saw the tons of happy clients testimonials  as well.  If you need to use the report in court that should not be a problem .. Also, if you have any further questions feel free to call us at 877-655-1661. We want you to be happy.. Thanks, Monica Fisher,  Also, can we fax in the report."  Monica offered to have someone come out and appraise the vehicle, which amounted to someone coming out and taking a dozen pictures so.  The gentleman was very clear with me he was there simply to take photos, nothing more.   Hmmm.  Monica, you want people to be happy?, do what you say you'll do before you take people's credit card information.  I was not asking for anything more than what was promised.  I wanted a reputable report, a little foot work to validate my DV claim, and some assistance in helping get the most from my DV claim.  Do yourself a favor do the work yourself.  I assure you the help you need is online and available.  Seeing what got for my $300, my 10 yr old and I could have spent an afternoon talking to dealers and researching information at the library.  I would have been a much better use of my time and money doing that.  I'm actually embarrassed to send the DV report I received from to the insurance company.  SAVE YOUR MONEY!   
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This report was posted on Ripoff Report on 03/19/2010 09:54 AM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Author of original report

No offer of refund yet...

AUTHOR: Fountain - ()

Perhaps you were happy with your results and that's encouraging news.  But to make a statement such as "Don't believe Ripoff complaints" seems like a very bold statement and one without merit.  What you are essentially saying is all that have complained, all that have with very good intentions and expectations paid money for something we did not get are basically making it up is honestly pretty insensitive of you.  I didn't enter into an agreement with AutoLoss expecting anything but a positive experience but got just the oposite.  So speak about your own experiences and outcomes but let us not forget that there are more people who feel the service they paid for was not provided.  More people with very similar stories about the feeling of abandonment from AutoLoss, days without contact, follow-up, etc, etc.  

If you are so pursuaded to have AutoLoss refund my money fully then I reluctantly would agree to have any complaints removed.  I, thus so far, have not had any offers from AutoLoss to refund my money but only to apologize for not meeting my expectations.  I'm a simple man with very simple needs.  I felt the insurance company was taking advantage of me and turned to AutoLoss for assistance... from that point on it only got worse.  

So, I'd be willing to have them send me my $ and I would be more than willing to stop responding to these posts and let the situation be as it is... But you have to understand that I turned to Ripoff Report ONLY to voice my dissatisfaction with AutoLoss not willing to work with me.... For me, when it got to the point I felt others should know how dissatistied I was, how I felt duped out of money I expected would get me a reputable report, how I felt more like number than a customer, when it got that far I had tried everything to find a solution with AutoLoss.  So, if anything my complaint is the result of their poor customer service.

Glad you had a different experience it's encouraging the possibility of positive change is happening.  BUT,  at this point, anyone that reads these remarks and still goes with AutoLoss has only themselves to blame.

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#2 Author of original report

Thank You!

AUTHOR: Fountain - (USA)

I appreciate your response.  I do hope that your company's business practices do change and for the positive (your old companies practices honestly where not in the interest of those paying for your services).  I suspect the attention I received for my DV claim was a simple 20 minute internet search, some basic data entry into a boiler plate template, and (fingers crossed) a DV "appraisal" is created and sent off to someone that hopefully will not complain.  If you're going to charge someone for a service you should be willing to put in the effort to provide a reputable service that allows the recipient to take that appraisal to any other insurance or DV appraisal company with confidence.  But when you provide an appraisal that is inaccurate (vehicle accessories, etc) it stands to prove you did not do what I paid you to do.  I noticed that at least 32 people found my story to be helpful.  How many more do you think did not click on the link?  How many people do you think I told about the service you provided?  *grin*

I personally think your company should not be in the business of providing DV appraisals unless your willing to put your money where your mouth is.  Provide your customers with something that states that you essentially agree to completely refund their money if you don't do X, Y, and Z.  If you don't make calls to insurance companies, customer inquires, etc. you loose the money you charge for your services.  That's what I'd like to see... Don't just post fluffy apologies and half-hearted responses to a complaints.  You took my money but did not provide me with a usable product.  I relied on you and your company to provide me with experience and expertise in a DV report that would give me some credibility in my DV claim.  At best your DV report to me is equivalent to someone learning CPR or becoming a minister through an online website.  It's not credible and most people in the industry know it. 

I'm still out money I paid for a service not provided as advertised.  I suspect others too may stumble across your site and choose to utilize your DV services only to find your web presence and well rehearsed sales pitch (oh, and don't forget the up front and insistent request for payment!) is really all their paying for. 

To all that will hear me - do your research first and save your money.  If AutoLoss wants your business and is willing to make changes, have them give you a guarantee as to what they are providing you, what you can expect, what you are paying for, etc. or you'll get your money back.  But to save you the trouble, frustration, wasted time, etc... find another company to do your DV appraisal.  Hope this helps... again!
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#3 UPDATE Employee

Communication Disconnect

AUTHOR: Josie - (United States of America)

Dear Tim
In reading through the information you shared about your experience with us it sounds as
if we fell short in the communication department.  Our apologies if we
didnt go over expectations and the process we follow in a Diminished Value Claim
situation.  We do comprehensive research and an in-depth analysis with
each and every client we visit with.  Our sincerest apologies if that
wasnt evident to you.  Our Goal is to give the information you need to
get the Best Top Dollar Diminshed Value Settlement possible for you.  Every client has
a unique situation and differing needs.   Some Clients need us to
help them through the entire process others simply need the appraisal
information and they take care of the rest.   Since receiving your
letter we have worked hard to make sure we are thorough and helpful at every
stage.  We appreciate your input and wish you the best!
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#4 Consumer Comment

Diminished Value Results Were Very Positive with

AUTHOR: Marigold - (United States of America)

Out of the hundreds of DV Claims that seems to report that they handle every week, I'm sure there are going to be consumers who end up feeling less than positive.   The varying nature of a consumer skills in writing or verbal communications as well as the range of differences among all walks of life when it comes to personal evaluation of the condition of their vehicle, can definitely lead to expectations that do not match reality.

I'm not writing this rebuttal to challenge said consumer from almost 3 years ago (Feb 2010).   This rebuttal is meant to try to provide reasonable evidence to those who need DV guidance and support, to try to erase any doubts about the professionalism and effective appraisal service that provides in exchange for their fee.  

The reality is - cannot possibly make every single consumer out there a happy customer. BUT.... in all cases of complaints filed on, I discovered that had reimbursed the fee that was paid by any of these "ripoff claims".   I'm not sure if you would agree with me, but that does not equate to a RIPOFF when the company reimburses the fee due to customer complaint.   Monica also told me prior to my own successful Diminished Value Claim, that she would reimburse my fee if I didn't get a minimum DV Claim payout in the amount of my fee.   I felt very good about that. 

Excessive expectations can lead to disappointing results.   In my case, I was bashed by a third party insured in a hit and run.  There were eyewitnesses who knew who hit my car.   The man was in an age group of early 70's and the cops apparently were sympathic with the man due to development of dimentia problems, and NEVER ISSUED A TICKET, NO CITATION, NO NOTHING.   I wonder if I'd be treated the same if I bashed someones new vehicle in a hit and run.  Doubtful.  Our 2012 Cadillac SRX had less than 2400 miles on it, is garage kept, with a cover on it.  We're anal.  We wanted justice.  But I did act out by blaming anyone for the incident.  Stuff happens.  

We needed to approach the problem and try everything we could to not become the victims in every way shape or form.   What I'm saying here.... alot of folks might just be mad due to the accident that left their vehicle in damaged condition with a potential for report.  The Diminished Value is a consequence of damage, and most people don't even know about it until they go to trade in their vehicle years later.  The trade in value is far less due to the Diminished Value, and the wallet takes a hit. is effective in providing an outstanding Diminished Value report.   My own cover letter (using the Sample that Monica supplied) was paired with her report and we were successful in negotiating a handsome DV Claim from the third party's insurance company - State Farm.   We were very happy customers.  

I'd like to invite anyone who needs confidence in Monica Fisher and to read my personal blog about the experience.

I feel that should be willing to remove a complaint whenever the consumer is reimbursed for the fee they paid - 100%.   its not a ripoff at all.   A ripoff occurs when someone takes your money in exchange for a service that is bungled, and takes your money and runs.   I have a problem with not expiring this complaint and others, or adding a piece of info showing that reimbursed the entire fee.  Besides, this complaint is almost 3 years old.   Think about it   This is a complaint about who is allowing a falsehood to remain online for services where the consumer received all funds through a credit on their credit card.   You really need to improve the nature of the type of complaints that are allowed to wallow on the search engines when "ripoff" does not in any way apply.
I have been extremely pleased with   They helped me in a way that I would have NEVER EVER been able to achieve due to my lack of knowledge.  Thank you Monica!  You are a champion in our eyes! are providing an excellent service for consumers who are the victims of damage on a new car and Diminished Value.  

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