Crash Repairer From Hell Story

[writeoff]

Some of you may remember that back in June, 2008, I crashed my R32 GTR into a guard rail on Lobethal Road. The damage was not major and I was able to drive the car for about 15km until a hose connecting the intercooler came loose (which I couldn't see at night in the pouring rain). After the insurance company did a investigation which cleared me of any wrong doings other than driver error I took the car to a crash repairer. The car arrived at the crash repairer on 20 July, 2008. I still don't have it back!

About 1-2 weeks after the car was delivered to the crash repairer I had a conversation by phone with the staff member who was in charge of my car and was given a completion date of early December, 2008. At some stage later I made a note in my 2008 diary that the car would be ready for painting on 27 November, 2008. During the third week of January I went back to the crash repairer and expressed my anger at the car being no where near ready for collection. At the time I mentioned that I would be charging a late fee to the owner and was given a completion date by said owner.

On 16 March, 2009, I wrote an email to the crash repairer after viewing the car at my mechanic's workshop. I listed several problems on the car that had not been when the car was delivered on 20 July, 2008, ie they had occurred since being at the crash repairer. I received a reply that same day from the crash repairer stating "No problem we will attend to these issues when vehicle returns back here." The car was returned to the crash repairer on 19 March, 2009.

A month passed before I wrote another email to the crash repairer. This email received no response. My insurer contacted the crash repairer and was given a likely completion date of 24 April, 2009. Another 3 weeks passed and I wrote another email to the crash repairer and again received no response. Two days later I contacted my insurer again and they called the repairer and were given a completion date of 11 May, 2009. By this stage, and on the advice of a friend, I contacted a private investigator regarding my car and asked him to look into the matter. He was given a completion date of 8 May, 2009.

On 11 May, 2009, I was finally contacted by the repairer regarding my car - the first contact I had received from them since the email on 16 March, 2009. I was informed that the car was completed and I was sent an invoice. I viewed the car the following day and discovered:

Both side mirrors on the car had not been painted. I had asked for the entire car to be repainted.

The battery charge indicator was completely red. I had suspected that this battery would be unfit for use and mentioned it in my email sent on 16 March, 2009.

The horn did not work. The owner was aware of this and had organised an auto electrician to work on the car 14 May, 2009.

The bottom front spoiler was not quite fitted correctly on the passenger side.

The oil catch can and air compressor for the air horn had been fitted to the wrong hole thereby not allowing the pole that holds the bonnet up to click into place.

There was a minor paint imperfection on the front upper lip of the rear spoiler.

There was a minor paint imperfection on the bonnet on the passenger side.

On the morning of 15 May, 2009, I received a phone call from the repairer to say that the car was ready for collection and I was queried as to what payment method I would use to settle the invoice. I asked about the battery and after a few more phone calls was informed that a replacement battery had been approved and the repairer would contact the auto-electrician to see if they had a suitable battery in stock. I have not heard from the repairer since.

My question and the reason for this thread is that I feel I am entitled to charge a late fee. Do you agree and if so what would be a suitable and realistic fee to charge? Bear in mind that the repairer has failed to meet 5 deadlines that they themselves set. The repairer completely ignored me and disregarded my pleas for them to contact me. The repairer has been (IMO) extremely unprofessional in many regards other than those mentioned within this post. It is now over 6 months from the original completion date I was given and I still do not have my car back!

Edited May 17, 2009 by writeoff

[skylineguy19]

well within your rights to try and claim something off them i think. That is just ridiculous, 6 months to fix a car is nuts, i know repairers normally slack off on insurance jobs but thats insane.

I would reccomend contacting consumer affairs maybe and see what they advice you to do. Would also be interested to hear from pete(sled) on the matter as he is normally pretty on the ball with most things like this.

Best of luck!

[writeoff]

well within your rights to try and claim something off them i think. That is just ridiculous, 6 months to fix a car is nuts, i know repairers normally slack off on insurance jobs but thats insane.

I would reccomend contacting consumer affairs maybe and see what they advice you to do. Would also be interested to hear from pete(sled) on the matter as he is normally pretty on the ball with most things like this.

Best of luck!

It has been 10 months since the car was delivered to the repairer! It is now 6 months since the date they said it would be finished by.

Edited May 17, 2009 by writeoff

[GROWLY CUSTOM CNC]

I run my custom machining business on my own and have a huge back log of work. Several customers have had to wait along time for parts but I always compensate them with a reduced price or a free product if they have had to wait several months or more. I would definitely be asking for a discount.

[Iron Chef]

You can ask for anything you like Matt, but getting it is another thing...I go through it with my wife every night...

David, personally, I think that, if they dig their heels in, you've got a snowflake's chance in hell of getting a late fee paid. Legally, I doubt you have a leg to stand on, unless 1) you get Consumer Affairs involved and/or 2) can demonstrate some kind of financial loss as a result of not having the car for so long.

I can't work out what you asked them to do exactly and who was covering the bill - did you pay them to respray the car in addition to the work they had to do for the insurance? If it was a straight insurance job, I can almost guarantee that they're making virtually no money off the job, which means they would've pushed it to the back of the shed until they weren't busy.

Next question - why did they have to replace the battery? I have a few more yet, but I'll get to them later. I'm just struggling to get my head around it all. (past my bedtime!)

Edited May 17, 2009 by Iron Chef

[dan_the_man]

Did they agree to any sort of late fee payment before commencing work?

[writeoff]

Iron Chef: The damage from the crash was being covered by the insurer. I decided that I would get the entire car painted as I felt this would be easier than trying to blend new paint with paint that was 20 years old and produce a better looking finished product. I am paying for the respray of the passenger side, boot, roof etc. The battery needed to be replaced because it had not been turned over (nor was it disconnected) for 11 months and thus some cells had dropped. It is my understanding that the insurer agreed to pay for this last Friday 15 May. I sent the insurer a carbon copy of all emails with the repairer. Demonstrating financial loss is more difficult and unlikely to satisfy legal requirements.

Sorry for being vague as I have tried not to name any parties involved and stick predominantly to dates and facts which can be demonstrated.

dan_the_man: No late fee was ever agreed to by the repairer.

Edited May 17, 2009 by writeoff

[Krishy]

thats is some messed up shit yo

dude for your sake i hope that you get your car back sooner with everything properly done

goodluck with it all mate

[Tangles]

yep send them a statement of claim

eventually it'll wind up in the district court, cost you a few penny's tho.

[Dohmar]

Been thinking about this, and unfortunately I think you're best off just letting it be. Unless you can prove the loss of income, or they signed a contract promising the work to be done by a certain date, then you're pretty much stuffed ;|

Its a shame that these people decided to put your car on the backburner (or at least treat it like a non-priority) simply because it was an insurance job. Having been privvy to David's emails, I can say that this organization is one of the worst when it comes to customer service. Whether or not David chooses to let you all know who they are is his call, but if I was in his position I'd be telling everyone out there to avoid these people - but not until the car is returned and all issues are sorted ;P

Negative publicity is inevitable when customers are treated like shit.

-D

[SLED]

Been thinking about this, and unfortunately I think you're best off just letting it be. Unless you can prove the loss of income, or they signed a contract promising the work to be done by a certain date, then you're pretty much stuffed ;|

Its a shame that these people decided to put your car on the backburner (or at least treat it like a non-priority) simply because it was an insurance job. Having been privvy to David's emails, I can say that this organization is one of the worst when it comes to customer service. Whether or not David chooses to let you all know who they are is his call, but if I was in his position I'd be telling everyone out there to avoid these people - but not until the car is returned and all issues are sorted ;P

Negative publicity is inevitable when customers are treated like shit.

-D

no probz but not on these boards please

[Dohmar]

no probz but not on these boards please

Yep. Anyone who is concerned enough to know can msg me or david privately ;P

-D

[writeoff]

To give you a better understanding of some of the things that I have dealt with this is an extract from my email sent to the repairer on 15 April, 2009. Clearly the tone of this email is angry but I felt justified at this stage in being angry. I will use **** instead of naming the repairer.

"It is now 1 month since your email and I have not received any updates on the work to my car at ****!

I did receive two phone messages from you to inform me that the BBS wheels had arrived and that the Kumho tyres had not, but these are updates regarding other businesses, not about the issues I mentioned in my email below dated 16 March, 2009. The car has been at **** since July 2008. WHY IS THIS TAKING SO LONG!!!?

The only reasons that I have been given so far are:

* "We don't know where to get parts from". I opened the Yellow Pages and looked up 'Motor Wreckers' and found several places that deal with Japanese and/or imported cars. Most came from the Hotline 40 - I'm sure you have heard of it seeing as **** has been in the industry for 25 years! I forwarded this information in an email sent on 20 August, 2008, listing 6 places in Adelaide with their name, address, phone number and email that stock 2nd hand Skyline parts.

* "We don't know where to get the wheels from". I opened the Google search engine and typed 'BBS wheels Australian distributor' and discovered on the first page a place in NSW that supplies BBS wheels. Again I forwarded this information in an email dated 24 November, 2008, and provided the exact model number, size, and website of the Australian distributor.

* "We have other customers screaming at us to fix their cars". I tried this once...it made no difference what-so-ever.

* "We lost interest". I don't know how to respond to this.

Could you please update me with the progress of my car?

Could you please give me a date by when it will be finished. I have been given 2 dates previously but both have elapsed?

Could you please provide me with some reasons other than the four I have listed above as to why it has taken over 9 months and my car is still not finished? Is this the normal turn around for a car at ****? Is this the industry norm to repair a car? If not then why have I been waiting since 20 June, 2008, when the accident first occurred?

I also raised the issue of the missing locking wheel nuts from my BBS wheels. Have these turned up? Did you order some from the BBS wheels distributor I listed in the email dated 24 November, 2008? Have you been in contact with (editted) the (Insurer) accessor who I believe used to work at ****?

I look forward to your response."

[Damo_R34]

We lost interest? wow, professional...

[Krishy]

We lost interest? wow, professional...

hahaha i was just reading that....never had of a company saying that to their valued customers

"we lost interest?"......isnt that what your job/workshop is for ya peanuts

[writeoff]

My email from 5 May, 2009.

"Another 3 weeks have passed since my last email to you and you have again failed to contact me! I find your customer service appalling!

I have attached below an email from (Editted) from (Insurer) claims department sent to me on 15 April, 2009, where he states that you believed the car could be finished by Friday 24 April, 2009. Again this date has elapsed and I am still waiting for my car with no indication of a completion date from you.

PLEASE ACKNOWLEDGE THIS EMAIL AND CONTACT ME!!!

I still want answers to the questions I asked in my earlier emails dated 15 April, 2009 & 16 March, 2009.

David"

Today I contacted Consumer Affairs and was given a number for the Finance Industry Complaints who then transferred me to the Insurance Division who then gave me a 02 number in Sydney for the Internal Dispute Resolution where I left a message on voice mail. You gotta love the gov't run-around.

[Krishy]

Today I contacted Consumer Affairs and was given a number for the Finance Industry Complaints who then transferred me to the Insurance Division who then gave me a 02 number in Sydney for the Internal Dispute Resolution where I left a message on voice mail. You gotta love the gov't run-around.

sheesh you got the long way around on that one mate

goodluck with lodging the complaint and hopefully something gets done about it now

[writeoff]

I just had a phone call from the insurer's National Claims Manager who is looking into the matter and going to get the assessor to drop in unannounced on the repairer tomorrow. He also is going to get me a number for the Motor Vehicle Repair Industry Council where I may be able to lodge a formal complaint against the repairer.

I had the car booked in at Manta (my mechanic) tomorrow to inspect the car and change the oils, filters etc. I contacted them to say it was unlikely that the car would be ready by tomorrow. Manta called the repairer to ask them directly and was given no answers as to when the car would be ready or what the hold up was other than we think we're awaiting on a battery and that I am yet to settle the account.

[fuzzy_scuz]

1. Do not settle the account until you are completely satisfied with your car.

2. Tell them with the GFC you will require 10 months to pay the bill

3. Tell them you have lossed interest and require 10 months to pay the bill

4. Tell them you are having trouble sourcing an ATM card from your bank and require 10 months to pay

[GROWLY CUSTOM CNC]

You can ask for anything you like Matt, but getting it is another thing...I go through it with my wife every night...

Perhaps David should offer to do the dishes and put their kids to bed, he might get lucky. It works for me

Edited May 18, 2009 by GROWLY CUSTOM CNC