*Please be aware this rant/letter contains graphic language.*

You’re going to fix my shit, and you’re going to give me a rental car because this has nothing to do with my insurance company. This is your fuck up. Do you hear me Wayne? How dare you call my husband today bitching him out because he contacted our insurance company wanting to know how to handle the situation. Our adjuster called you, and you got in trouble? BOO FUCKING HOO! If your shop did the job right in the first place you wouldn’t have to fix it again.

You’re pissed off because we have to drop the Blazer off again, and Nationwide called you out on it? FUCK YOU. We waited 7 weeks for you to fix our one vehicle because you took your own sweet time and waited until the last minute to order parts. I’m a liar? Would you like me to fax you a copy of the paperwork you gave me that shows the dates you ordered each part and the date you received it. Hell the interior plastic hasn’t even arrived yet. Why? When checking my final copy of the paperwork that you gave us when you released the vehicle I see you didn’t order the part until January 22nd. Why? You informed me on January 18th that the vehicle would most likely be ready for pickup on the 23rd.

When I called you to discuss the situation because you had the nerve to call my husband bitching at him for calling our insurance adjuster you have the nerve to tell me the conversation never took place? You never contacted my husband? Would you like to see the call records from his cell phone? Would you like a copy of the records from Verizon showing you called and how long the conversation lasted? Would you like to hear the conversation?

My husband is smart enough to know to hit the record conversation button on the side of his cell phone when conversations like this take place. I was fortunate enough to listen to the entire conversation, and I was not happy at what you may consider “customer service”. Under no circumstances do you have the right to yell at your customer because your shop didn’t do the job correctly.

Finally you say, and I quote, “just drop it off and I’ll get to it when I can.” You’ll get to it when you can? Did you not just have the vehicle in your shop for 7 weeks for a proper repair? Do you think I want to sit around waiting for you to “get to it” when we have no other vehicle? No! You will repair the vehicle promptly, and you will either provide a rental car or reimbursement for a rental while you complete the repairs.

Let’s take a look at the Nationwide Guarantee for a minute:

Quoting directly from the Blue Ribbon Repair Service Guarantee that you signed:

With Blue Ribbon Repair Service, you’ll receive:

• a thorough appraisal of the damage to your vehicle

• an easy-to-understand explanation of all your repair options

• a detailed description of any charges

• a complete and precise repair for your vehicle

• a promise to repair any defects in alternative parts and workmanship on the appraised and completed repairs for as long as you own or lease the vehicle we repair.

What did you give us?

Every time I discussed an appraisal with you, I got the run around. You told me to call our adjuster. The adjuster told us since it was a Blue Ribbon repair I had to get the appraisal from your shop. I never received an easy-to-understand explanation of the repairs because you didn’t even give me any clue on what would actually be repaired until we got the adjuster to call you demanding you give us the paperwork you were supposed to supply in the first place.

After taking a look at my vehicle and seeing the shape you returned it to me in, I definitely didn’t receive a complete and precise repair. Lastly, the promise to repair is the main part. We wouldn’t be in this situation if you had properly repaired the vehicle in the first place, but so far your actions have not proven to me that you fully intend to properly fix the vehicle.

I am completely disgusted with your company at this point, and the fact that you have been a friend of my family for many years will not sway my opinions at this point. When choosing to do business with your body shop I took into consideration that long standing friendship and the fact that many others recommended you as a reputable body shop. It seems to me they have been proven wrong at least in the case of our vehicle.

At this point I can assure you our vehicle will be properly repaired, and it will happen on our terms. I will not hand my only vehicle over to you for an undetermined amount of time without any compensation, and I can promise I will never give you my business again. I also promise to tell everyone I know about my experiences so they can avoid the same horrible experiences in the future.