My nastygram
**It takes a LOT for me to get annoyed enough to actually complain about something. I am the sort of person that will push raw chicken around on her plate at a nice restaurant, then fix a pb&j when I get home, before I will return a meal. I bitch and moan a lot, but to the point of actually DOING something …. nope, doesn’t happen often. I think the last time I “officially” complained about something was when Best Buy messed up my computer in 2004.
**I do not expect anything to come from this. I do not even expect any of you to read it, if you don’t like griping, which is pretty much all this letter is.
**But man, did it make me feel better to write, and put in the mail.
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December 30, 2009
Attn: Chrissy Gxxxxxxxx
USAA (Claims Service)
P.O. Box 33490
San Antonio, TX 78265
Re: Automobile Collision Claim of 12/12/09
USAA Account #: xxxxxxxx
Dear Ms. Gxxxxxxx,
I am writing to inform you of an incident regarding the above-mentioned claim that you helped process for my husband and I. After backing into my neighbor’s car, we filed our claim online and opted to use a USAA approved service provider, Ultimate Collision of Bethany, OK. We had used Ultimate Collision earlier this year with very good results and did not hesitate to leave our van with them for service again.
On the day the car was repaired and ready to be picked up, Wednesday, Dec 23rd, the receptionist from Ultimate Collision left that information on our home phone answering machine. Unfortunately, since neither my husband nor myself were home during the day, we did not receive the message. Honest mistake. I called the repair shop at 4:45 pm to inquire if my car was ready; it was. I told the receptionist I would be there shortly after 5pm to pick it up, knowing that their shop stays open until 6pm. I was informed that they were leaving early this day and closing the shop at 5pm. I expressed doubt I could be there by 5 pm …. and asked what time they would be opening the next morning. The receptionist informed me they would be closed the next day, and would remain closed for the entire Christmas holiday. I was welcome to pick up my car the next Monday morning — FIVE DAYS later.
So now, I would be without my car the full Christmas holiday. Not to mention I had Christmas gifts in the back of my van that I would be unable to give my children. Annoyed, I called my husband to tell him what had happened. He immediately called Ultimate Collision and asked to speak with a manager not once, not twice, but three times, and was refused all three times.
In the meantime, I made quick arrangements for a neighbor to drive me to the shop. I live less than three miles away, so called the receptionist back and told her I could be there by 5:05 …. at this point, she said the cars had already been locked up for the day and no-one had a key. This was even before 5pm. As was extremely evident by her tone, this was not her problem.
What annoyed me about this is that THEY were closing early for the day, with no advance notice, and remaining closed for the next four days. I was not asking them to wait an hour, or even half an hour … but five minutes. The receptionist very defensively told me that she had left a message on my home phone, and it was not her fault that I didn’t get the message. Again, I understand it was a simple miscommunication (I has asked her to call my cell phone; she obviously got the two numbers confused and called my home phone instead) but their total unwillingness to wait even five minutes for me, so I could have my automobile for the Christmas holidays, was deplorable. Had they stayed open until 6pm, as advertised on their website and front door, none of this would have been an issue.
For the record, it snowed the next day here in OKC. Despite the snow being on the ground for the next four days, when we returned Monday morning to Ultimate Collision to pick up the van, we were informed that nothing had been done about it, the gate had been “drifted” shut and no-one could pick up their cars. At this point the shop had been open for an hour and not one bit of shoveling had begun. We wound up returning Monday evening to pick up our van. Even at this point, all would have been forgiven had there been one, even brief, apology for the inconvenience. Had they simply acknowledged that the customer service the week before had been poor and that they were sorry we had been forced to be without a car for the holidays. All we were hoping for was a “Hey, we’re sorry we closed early and we understand that messed you up.” But no, we got nothing. No acknowledgement of the hassle at all.
For the record, the body repair work done to the car is excellent. But because I would rather run through Hell wearing gasoline-soaked underpants than deal with their office people another time, we will NEVER use this provider again. I’m not sure if USAA keeps tabs on complaints regarding their “preferred” body shops, but if so, please give Ultimate Collision two big thumbs down from us.
Regards,
Kristie Escoe
cc: Ultimate Collision, Manager
PS. I waited almost a month to send this letter, thinking my annoyance with the way I was treated would fade with time, and I might feel I initially over-reacted to their blatant lack of customer service. But now, three weeks later, my opinion has not changed at all, and as such, I am going ahead and mailing both copies of this letter.
27 Responses to My nastygram
January 22nd, 2010 saat: 8:24 AM
Well said! Ouch with the underpants! That is completely unreasonable!So glad you weren’t mad at USAA. I have always loved them.
January 22nd, 2010 saat: 9:18 AM
Way to go Kristie! Too often we let things like this go when we should stand up for good customer service! There are plenty of other auto body centers out there for people to choose-they need to be reminded of that and work(HARD) on their customer service skills(or lack there of). Good job sister!
January 22nd, 2010 saat: 9:39 AM
Loved the underpants line and thought it was totally resonable! Well said!
January 22nd, 2010 saat: 9:44 AM
i was worried you were going to bash USAA and i was momentarily freaked, thinking i would have to also question my undying loyalty to USAA (you mess with kristie, you mess with all her blog readers!!).
but your kids didn’t get all their gifts on christmas?? that’s pretty crappy that a business wouldn’t wait 5 minutes for you to at least reclaim the gifts out of the van!! grinches!!
wish i lived in bethany, OK so i could boycott that company, too.
January 22nd, 2010 saat: 10:10 AM
Good for you! That was totally unacceptable on their part and you have every reason to lodge a complaint!
January 22nd, 2010 saat: 10:13 AM
Well said. Let us know if you get any response.
January 22nd, 2010 saat: 11:28 AM
Good for you! I sincerely hope you hear something back from them. Can’t wait to read all about it!
January 22nd, 2010 saat: 11:32 AM
Hello Kristie, great for you on the letter. Very well put, but you should not have waited that long. I don’t like to complain either. But I am big on customer service being done right. And if anyone would have treated me or my husband like that, everyone would have heard about it and the fact that you said you had Christmas presents in there. That is unacceptable how you were treated. Great job though.
January 22nd, 2010 saat: 12:16 PM
I would also send a copy to the local Better Business Bureau and, if you really want to make a point, your local TV station (if they have a consumer affairs reporter). That will certainly drive the point home.
January 22nd, 2010 saat: 12:17 PM
Don’t you hate when that kind of stuff happens? I’m glad you did wrote and sent the letter. I would send it to the Better Business Bureau, too since you’re not going to go there again.
January 22nd, 2010 saat: 2:03 PM
Good for you Kristie. Companies need to know this type of information. Let us know if anything happens because of it.
January 22nd, 2010 saat: 2:20 PM
You did the right thing by writing the letter. I have done this on occasion and it makes me feel better. Why do some companies that rely on repeat or word of mouth business lack in customer service?? Especially in this economy.
January 22nd, 2010 saat: 2:54 PM
AAAAAH ahahahahaha!!!!!
Oh my gosh, I have never read a funnier line in all my life than “I would rather run through Hell in gasoline-soaked underpants.” That is a total and complete classic! I love it!
AND that was a completely shitty way for a company to treat someone. They suck. I would not only never use them again, but I would badmouth them from one end of your town to another. Seriously. And I am not even a vengeful person!
January 22nd, 2010 saat: 3:30 PM
Good for you! I probably would have called and complained as well as sent the letter. And I probably would have been nastier.
January 22nd, 2010 saat: 4:22 PM
I’d sent a similar letter to the editor of the newspaper, too. = )
January 22nd, 2010 saat: 4:47 PM
You go, girl! Where was their Christmas spirit? I liked your approach of waiting to see if you cooled down/changed your mind – glad that you send the letter since you still felt the same way. Hopefully you will get an acknowledgment – keep us posted.
January 22nd, 2010 saat: 5:05 PM
That letter was awesome! Especially running through hell in gasoline soaked underpants. Definitely mail it.
January 22nd, 2010 saat: 6:10 PM
Wonderfully said! I, like you, rarely complain in this manner. I didn’t even complain about the horrible nurse I had when giving birth to my first son!! But…you were completely right and justified. I’ve learned the meaning of righteous anger – and you’ve got it!
January 22nd, 2010 saat: 6:44 PM
You need to send a copy of it to the repair shop. They need to know what they did wrong.
January 22nd, 2010 saat: 7:46 PM
Nice!
January 22nd, 2010 saat: 8:54 PM
A+ on the part about running through Hell in gasoline soaked underpants!
lMnop
January 22nd, 2010 saat: 9:18 PM
Way to go!!
Here, Here! (said as I raise my water bottle in a toast to you.)
January 22nd, 2010 saat: 10:21 PM
Choices are there for anything anyone needs. Customer Service should be top priority in all companies. Cheers to you for letting them know their huge lack of Customer Service cost them BIG BUCKS. DO they have any idea how many people read your blog!!!!
January 23rd, 2010 saat: 12:25 AM
Very good letter. I want to hear the epilogue if there ever is one.
January 23rd, 2010 saat: 1:06 PM
Rofl “gasoline soaked underpants” funniest thing I have heard in days. You have a great sense of humour :)
January 23rd, 2010 saat: 2:14 PM
I can’t wait to hear if there is any response to this. You are sending a copy to the repair shop too right? I am interested to see what they have to say for themselves. That is disgusting behavior on their part! Good for you for standing up for yourself!
January 28th, 2010 saat: 7:39 PM
Mail it please. You have every right to complain and share your opinion with everyone you can. That was just downright horrible service. And you said it in a non threatening way. Good for you.
steph h
http://www.livefitandsore.com
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