Report: #601261

Complaint Review: Frank's Auto Body & Frame Specialists - North Brunswick New Jersey

  • Submitted:
  • Updated:
  • Reported By: Sharma — Somerset New Jersey USA
  • Frank's Auto Body & Frame Specialists 980 Joyce Kilmer Avenue North Brunswick, New Jersey United States of America

Frank's Auto Body & Frame Specialists Auto repair North Brunswick New Jersey

*REBUTTAL Owner of company: Frank's Auto Body

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I took my car for repair in this shop on 7th(or 6th) April 2010. I met Patti for this repair. They took the pictures and after doing the inspection and estimates contacted my Auto Insurance Company viz. Ameriprise. They offered me a discount of $150 on the repairs. As the coupon is expired in 2008-i asked them-will they are going to honor it? They said that they will honor the coupon as it's still on the website. Other competitors are also offering a discount in this range. My collision deductible is $250. Moreover with discount from Frank's Auto Body I was suppose to pay $100(after $150 discount coupon) on the pickup date. My rear bumper was loose and right side rear door frame was damaged too. Rear struts were also damaged. My insurance company provided me the rental car for 30 days as per the policy norms. I asked them(Frank's Auto Body) about the duration-they said it will be done in less than 2.5 weeks. Next day I was asked to come and see the estimate so that i can also talk to my auto insurance company and then the repair work can be started. They told me that the rear bumper, right rear door frame, rear struts needs to be fixed. They also needs to do some painting work. Patti told me that it will be done in less than 3 weeks. My Ameriprise Claim#1179665S216. Job Number from Frank Auto Body is 3568. After two weeks I started calling them in terms of status and they were telling me that some parts are delayed and it will be delayed by 2 or 3 days. But they were not ready even after 3.5 weeks. Now they told me that parts are getting further delayed. I talked to Insurance company also and they said they will cover till 30 days. Since 22nd April, 2010 onwards they are giving me pickup days for next two days and it keep on getting extended citing the reasons due to delay in parts etc... Thursday95th May 2010) I called them up and they said that Car will be ready on Friday(7th May 2010). I was already going over the car rental limits setup by my insurance company. Friday(6th May 2010) I got a call during after noon that my car is ready. I also said that i will come to pickup at 4:00 PM. When I reached the repair shop-I found that the front bumper was having some damage which was not there at the time of handing over the car to them. They said it's not done by them and not ready to take care of it. Immedietely Rocco told me that it will charge close to $600 to $700. I looked at the photographs that they sent to insurance company-this damage was not there in the photographs also. I called my insurance company and told them about it. Now the gentleman(Rocco) at the front desk was getting more argumentative. I said okay I might ignore this damage on the front bumper but i am not happy with the delay and definitely with the service that i got. Now I said that let me have my car and i am ready to pay $100 and anyway take away my car. These folks simply turned it almost into a argument and said that I need to pay complete $250. I said that they should honor the coupon as they agreed upon initially. But they were not ready to keep their words. As my car was already with them for a good amount of time and already it got more damages-I decided to get away with them. But now they made an excuse that they are yet to receive the money for this repair from Ameriprise and hence can't hand over my car to me. I asked them to call my insurance company but they refused to do so. I called my insurance company and talked about the payment. As per insurance company payment check was already mailed to them and it should be with them only. They tried calling the shop and shop was open also-but nobody picked up the phone at all. They never gave me any written proof that they have not received any payment from my auto insurance company yet. I was left with the choice to keep on calling  my insurance company as well as them. My situation is bad as my car's front bumper has already got a damage and estimated cost of repair is $600 and more over they are not ready to honor the coupon of $150. More over I need to pay the rental car expenses on the daily basis which is around $25 per day from my pocket. After talking to insurance company they said that they will follow with the repair shop and will get back to me by Monday. Insurance company is closed on weekend. Repair shop is open on Saturday from morning 9 to 1pm but they doesn't seem to reach to any amicable resolution it seems. They are just not ready to workout anything. More over I don't know till what time they will keep my car with them. Today(8th May 2010)-I went once again to Frank's Auto Body Inc. and politely asked them have to talked to the insurance company and have they got the money from the insurance company. They simply said that we haven't received the supplement check. When I asked Patti to give me in writing that they have yet not received full amount from Ameriprise-she refused. They are not at all ready to come down to any common ground or resolve this issue.

This report was posted on Ripoff Report on 05/08/2010 11:01 AM and is a permanent record located here: https://www.ripoffreport.com/reports/franks-auto-body-frame-specialists/north-brunswick-new-jersey-08902-1808/franks-auto-body-frame-specialists-auto-repair-north-brunswick-new-jersey-601261. 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 REBUTTAL Owner of company

Frank's Auto Body

AUTHOR: anonymous - (United States of America)

POSTED: Tuesday, 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

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