"I was involved in a hit and run May 8 2017, in my 2016 Nissan Sentra, purchased at Reed Nissan in Orlando Florida. I went to the body shop at Reed Nissan on West Colonial in Orlando on May 9 to have them inspect my vehicle. I proceeded to make a claim to my insurance company while waiting at the body shop. After completing the claim I spoke to an employee at Reed Nissan who informed me that it would take 3-5 days for an adjuster from my insurance company to make it out to that location and once the car is inspected by them the time of repair will be 10 business days. Give or take that accumulates to 15 days that my car would be in the shop. I informed the manager of the body shop that I cannot financially afford to rent a car for 15 days and I can’t go without a vehicle for that long either. Between my fiancée and me, there are 6 children; ages range from 11-16. With two in football camp and a basketball league, one now attending summer school and another looking for and accepting a summer job last week. Not to mention our full time jobs, so two vehicles are very vital to our family. Our annual family vacation is taken every Memorial Day weekend so I mentioned to the manager at the body shop, “Why don’t I take the car to an approved insurance adjuster through my insurance company and I can drive the car until we go on vacation so a rental car will not be needed?” We agreed this was a good idea, so on May 11 I took my car to LB McLeod Road in Orlando, (where my insurance company sent me by the way) left work early in order to get there before they closed. My car was inspected and the damages came to $3,629.03 and minus my deductible of $500.00 my insurance will pay $3,129.03. Ok, no problem. I leave the adjustment and go straight to Reed Nissan to HAND DELIVER a copy of the adjustment. An employee took the adjustment, made a copy, re-stapled my original and handed it back to me. The employee stated to me that they would order the parts and we should be good to go when I drop my car off on May 26 for the repairs.
As promised I arrive to Reed Nissan on Friday May 26 and dropped my car off right next to the body shop so they can do an oil change (I receive 4 free oil changes with my purchase of a new vehicle) so I can knock two birds out with one stone. The maintenance shed informed me that they would be done with the car in 30 minutes and they will drive the car 10 feet to the body shop so they could get started on the repairs. I then proceeded to find Bill, the manager of the body shop. I informed him my car was getting an oil change and they will bring him the car within the hour. We proceeded to walk back over to my vehicle so Bill could take a look at it. As we approached he said "ahh yes, I recall you now." He said, "I don’t remember faces but I remember the damage." I said awesome, and began to remind him about my situation, I cannot afford a rental car; we are heading on vacation and will return on Friday June 2. I then asked when the car would be done. He said 10 business days from today. Not counting Memorial Day. Ok, I said I will have my fiancée drop me off at work for the week of June 5 at 6am and have him pick me up at 5pm even though my work schedule is 8am - 4pm Monday through Friday. But I pleaded with Bill, informing him of my situation and begged him to try to put a rush on the process if possible. He seemed very concerned and willing to help, until now!
I called Reed Nissan on Thursday June 2 and asked how the process was going. The secretary at the body shop informed me that additional damage was found and they are currently waiting on an adjuster from my insurance company to come out there again to approve more repairs. I asked how long that would be and she said let me find out and I will give you a call back. I never received a return call, I made another call on Monday June 5 and one of the employees from the body shop said the adjuster had just left and they got an approval for the additional damage. I said ok great, when will the car be finished? He then stated Friday, June 16. I said, “Oh ok that is this Friday right?” He said no, that is next Friday. I said, oh no sir, I am sorry but that is unacceptable due to my situation. I explained to him that my supervisor is not happy with the hours I have been working. I reach 44 hours in 4 days and the company does not allow over time which means I am unable to work Friday's. As explained to my supervisor, one week while on vacation and one week when I return to work is all the time it would take. He said, "more work means more days." I asked to speak to Bill the manager so he transferred me. Bill then informed me that he did not get the first estimate until May 31; I asked why he got another estimate when I dropped one off made by my insurance company on May 11th, He told me “no you didn’t!” There was no estimate in your file. I informed him that I in fact did and I dropped it off in person to his employee the same day I had it done. He said well it must have been a 15 minute inspection made by someone who is not an approved State Farm adjuster. I said Bill, how do you know how long it took for the adjustment? Matter of fact I was there for an hour and a half and he is State Farm approved for my insurance sent me there. I explained to Bill that I am looking at the estimate right now, I have it in my hand with the date and time I had it done.
Bill then said, I will not go back and forth with you about this, you don’t and didn't have an estimate in your file other than the one we had done on May 31. I asked what had been done to my car so far and I was told the door and rear panel has been removed. I said ok, please put back on what was taken off and I will be there tomorrow to get my car. Bill tells me, “Absolutely not, I will not release this car to you until we complete ALL the damages we were approved to fix." I told Bill "I no longer want you to fix my car, I want to pick it up and take it elsewhere!" I also told him that I am in jeopardy of losing my job or being put on suspension due to me working 10 hour days with my fiancée taking me to work. Also my daughter has lost her acceptance for a summer job due to me not being able to bring her. My supervisor has had to remind me that my schedule is Monday through Friday 8am – 4pm. Not to mention I cannot get my son to summer school. Bill insisted he WILL NOT release my car to me until they completely fix my car. My mother took the estimate in hand to Bill on Tuesday June 6th to show him it was ion fact completed. I figured with fumes running on high, another person explaining the situation may make it a bit smoother. When my mom got there and showed Bill the estimate made on May 11th he told her "Oh yes I have that, the insurance company just sent it to me today." My car sat in that shop for 4-5 days without anything being done to it. I had my car inspected to avoid this delay while it was in the shop. And instead of the MANAGER saying "we're sorry there has been a mistake" or "Oh, you did get an estimate prior? Well we don't have that in your file, would you mind sending it to me so I can take a look at it?" He was extremely rude and down right mean. Not to mention he told my mother that I was very belligerent and I had a foul mouth. Well, hostile, maybe but when you are telling me that I didn't do something I have proof of doing or the fact that you are now keeping my property against my will, who wouldn't be a little hostile? I never once used vulgar language or aggressive behavior. Customer service is key, and if this is how Reed Nissan Body Shop treats their customer's I would not recommend this body shop to a single soul; they are holding my property without my consent and I am without MY vehicle for a whole month. The staff there has not been helpful and has been extremely rude this past week. STAY AWAY FROM THIS SHOP!"