11/07/2023
To those who think we never get less than 5-Star Reviews, let me share this review with you and our response to it. We have nothing to hide here. Happy Reading.
Kristen wrote - 1 - Star (see photo for actual review)
"I had a terrible experience. I am a young mom and felt very taken advantage of and lied to during the whole process. All I wanted was some paintless dent repair on my vehicle and by the time we were done Ken very aggressively trying to just go ahead and paint/replace things on my vehicle that did not even need to be done so that he could pocket extra money for unnecessary work. I am so very confused about all of the great reviews here. I would not recommend anyone to go here that's looking for an honest company to work on their vehicle. I ended up having to go back and get my vehicle after over a week of it sitting in the shop because I did not trust him to work on it and nothing about the way he made the insurance claim added up or seemed ethical. My husband went in and picked it up and Ken just slammed the key on the counter and walked into the back. Very unprofessional. He got very defensive when he was caught in his lies."
OUR RESPONSE - You can go to our Google Reviews and see it there also.
"Kristen, thank you for expressing how you felt about your experience, please allow us to shed some light on what really happened. When we write up an insurance estimate we have to write it ethically and with full disclosure, that is not for our benefit, that is for your benefit because you have been paying the insurance premiums and therefore should be "made whole '' when an incident happens and you need to use your insurance. Therefore, since there was a crack in the paint on your hood we have to note that or it would be unethical on our part not to disclose it. When there is damage to the paint on a hood then that hood has to be repainted. When a hood has a lot of hail damage and a crack in the paint the insurance company will write it as a hood replacement and paint. That is the insurance company - not us.
You expressed to us that you did not want to have the hood replaced and repainted because you were afraid the paint would not match, agreeing that you would still have a hood with a paint in the crack but we would remove the dents via paintless dent repair. We agreed to that, it works perfectly fine for us. Before I go any further on this, I need to explain that we are not trying to "pocket extra money", on the contrary. We are actually losing money, let me explain. If we only do paintless dent repair on your hood we charge X amount of dollars. It is not a number we pull out of the sky but the same matrix that the insurance companies use. If we have the hood replaced and repainted we make about 20% of what we would have made had we done only paintless dent repair. Plus, we have the headache of overseeing the body shop repair and the time involved for two employees to drive it back and forth from our shop to the body shop. So, if we were self-serving, we would never have mentioned having to have the paint fixed on your hood in the first place.
Ken doesn't have a rude or aggressive bone in his body even if he tried, that is a hint to why there are so many 5 star reviews, since you were wondering. What you mistook for aggressiveness was over 30 years of experience trying to help guide you in a direction that you wouldn't regret later.
Now, back to where we were. We agreed to not paint the hood , but, and this is where we lost you, it still must be written up that way with the insurance company because they see cracked paint on a hood with hail damage and that is how it is processed. You, however, never gave us the opportunity to prove to you that we would stand by our word. I am sorry that life has led you to a place where you trust no one, including us, who never even got the opportunity to prove to you that you could trust us. Instead you jumped to the conclusion that we were going to not stand by our word. Again, I am sorry your life experiences have created that kind of fear in you but that is not who we are and we will not own that.
The crux of the problem is that when you wouldn’t believe what Ken was trying to explain to you on the phone, then he chose to tell you that we were not the right company for you and that it would be best if you looked elsewhere. I get it, no one wants to be fired, even if it is you as the customer being fired. It takes a strike right at the ego - which then you chose to lash out at us instead of realizing he was speaking the truth and it was the best for both of us.
Again, your husband saw it how it wanted to see it when he picked up the keys - and that is okay. We are confident enough in who we are as ethical humans and business owners that we did nothing but was right by you.
We wish you the best."
