stoffden
New member
- Mar 24, 2011
- 12
- 0
Got rear-ended on the drive home. My truck is a Ford F150 Supercrew Platinum. Other truck was a 1995 Nissan. Luckily only my rear bumper was damaged. Went through the insurance process and got the truck in to my local Ford body shop for repairs. Took only 2 days.
When I inspected the body shop work, I freaked. The paint had visible sanding marks, pooled paint and the primer was showing through in two spots! To top this a off, the backside of the bumper was rusting!
I was told after the work was done that it was the insurance company's policy to use used or recondition parts during the repair service as long as the used part was of "like quality" to a new part. I have asked at least 25 co-workers if they were aware of this policy. Also, Texas in one of the few states where the body shop does not have to disclose to you that used parts were used in the repair of your vehicle.
After throwing a fit with the insurance adjuster, I got a call from an insurance inspector the next day. After she had read my complaint, she had already called the body shop to order a new OEM bumper to replace the used bumper. I expressed my dissatisfaction with the quality of work performed at the body shop and she said this has already addressed with the body shop manager.
Got a call from the body shop manager to schedule me in. Said it would only take an hour as the new OEM bumper will be painted and ready to install thus saving me time and not having to leave the truck for another day or two.
Lessons Learned/Comments:
1. Check your insurance policy. If you vehicle is less than three years old, fight for the OEM parts.
2. Expect and demand high quality work. If it weren't for my detailing experience and the wealth of information gleaned from the AG forums, I might have just accepted the work as performed.
3. Customer service failure. At no time did the shop manager take any responsibility for the poor quality of the paint job. No apology. Just a comment "we'll take care of you. Unfortunately the insurance companies make us use used parts."
4. This body shop is a "select service provider" for my insurance provider. It didn't take too much persuasion to make this right. Felt better about the insurance company.
5. Will not use this body shop or dealership in the future.
When I inspected the body shop work, I freaked. The paint had visible sanding marks, pooled paint and the primer was showing through in two spots! To top this a off, the backside of the bumper was rusting!
I was told after the work was done that it was the insurance company's policy to use used or recondition parts during the repair service as long as the used part was of "like quality" to a new part. I have asked at least 25 co-workers if they were aware of this policy. Also, Texas in one of the few states where the body shop does not have to disclose to you that used parts were used in the repair of your vehicle.
After throwing a fit with the insurance adjuster, I got a call from an insurance inspector the next day. After she had read my complaint, she had already called the body shop to order a new OEM bumper to replace the used bumper. I expressed my dissatisfaction with the quality of work performed at the body shop and she said this has already addressed with the body shop manager.
Got a call from the body shop manager to schedule me in. Said it would only take an hour as the new OEM bumper will be painted and ready to install thus saving me time and not having to leave the truck for another day or two.
Lessons Learned/Comments:
1. Check your insurance policy. If you vehicle is less than three years old, fight for the OEM parts.
2. Expect and demand high quality work. If it weren't for my detailing experience and the wealth of information gleaned from the AG forums, I might have just accepted the work as performed.
3. Customer service failure. At no time did the shop manager take any responsibility for the poor quality of the paint job. No apology. Just a comment "we'll take care of you. Unfortunately the insurance companies make us use used parts."
4. This body shop is a "select service provider" for my insurance provider. It didn't take too much persuasion to make this right. Felt better about the insurance company.
5. Will not use this body shop or dealership in the future.
