Eskridge Collision Center

We always appreciate the feedback we receive from our valued clients. We want nothing more than for each and every client to be completely satisfied. Unfortunately in this case despite our best efforts it appears we could not do that. We contacted Ms. Holland, she gave us verbal authorization to try and remove shaky can paint from the vehicle. She came to our shop to point out what had been done to her vehicle and we went over the damaged areas with her. At this point we still did not have authorization from USAA to repair. We did a preliminary estimate on the vehicle and emailed her a copy as she requested. We received authorization from USAA on 3/9/I2 to start the repairs per initial estimate. They were started the next day. Ms."Holland was called on 3/1,6/2012 and asked to come and inspect her vehicle. She arrived around 5:15 p.m., inspected the vehicle and went over items she felt were not addressed. She did not take the vehicle because there were some items that she felt needed to be cleaned better. We ended up replacing the entire roof rack due to paint coming off when we tried to clean it and the right front inside door panel because we could not remove fingernail polish from the plastic part of the panel. The vehicle was re-inspected by four of our employees and then Ms. Holland was called and she inspected the vehicle and took delivery of the vehicle. About a week later Ms. Holland called and told us that we had messed up her transmission. We did not do any mechanical work to her vehicle and only drove it about 3 miles to and from a detail shop. We told her she would have to take it to the Acura dealer and have it checked out. Then Ms. Holland called again and stated she could see paint on her center console pad. We called USAA and we were hoping they would inspect the vehicle. USAA ask us to figure the cost and upload a 3'd supplement to them. lnstead of USAA coming to inspect the vehicle, they sent us a check to replace the console lid. The part was ordered and Ms. Holland brought her vehicle in and we replaced the console lid while she waited. We saw nothing wrong with the pad. Ms. Holland expressed no other concerns and took her vehicle. This was on aft/Q. ln our opinion this vehicle reflected a quality repair on final delivery. Ms. Holland called again 4/16/12 and we asked her to call USAA in hopes they would send someone out to re-inspect her vehicle and her concerns. ln our opinion we satisfied the deductible because we completed the items approved by USAA. The BBB has contacted us stating that our company has made a good faith effort in an attempt to resolve the issue; therefore they are closing the case. Once again we do everything in our power to make our clients feel welcome, comfortable and most of all satisfied.