Keenan Auto Body West

"This is very unfortunate and [member name removed] is somewhat accurate. Anytime someone comes in with substantial damage, has insurance but wants to pay out of pocket we highly recommend them to make an insurance claim due to the possibility of hidden damage and cost not accounted for in the initial estimate. [member name removed] dealt directly with Max Sorenson, Our Keenan West manager and had this conversation where Max made her aware of the possibility of additional work needed which in turn would increase the amount of the estimate. There was an electrical short detected towards the end of the repair that cost an additional $300 to correct. The mistake we made was not notifying [member name removed] of the increase prior to her coming in to pick up her vehicle. When she arrived we made her aware of the $300 increase and that is when she became upset. Max asked her if she remembered their initial conversation about the possibility of more damage equating to more cost and she openly admitted that she had. It was clearly our fault that she was not notified prior to coming in so we ended up splitting the difference with her. I think it's important to mention that when [member name removed] dropped off her vehicle for repairs, she was given a rental car for the entire 21 day repair at no cost to her. We take our customer service very seriously and provide ongoing training for our staffs. Good or bad, we appreciate the honest comments from our customers and use them to learn and make our customer service the very best it can be. Thank you for allowing us to resond."