Expert: Richard Hixenbaugh - 2/13/2009

Question
I just recently took my truck into one of Geico's Auto Express body shop to get some work done. A couple days earlier someone attempted to break into my '08 Silverado by using a screwdriver to pry the handle off. They failed but left me with a non operating handle and some minor body damage (dent about the size of a dime) under the handle. I took it into a Chevy dealership for an estimate and it came out to around $1200. I called Geico and they told me that I can either stop by their office to get the truck inspected or go to one of their approved body shops. I did the latter and a Geico adjuster checked out the truck and estimated the work to be around $680. I have a $500 deductible by the way. So, I let the do the work and they got it done in just two days. I was happy about that but when I got to my truck I noticed that they didn't put the handle back flush into the door, deep scratches around the keyhole area, the lettering emblems for "Silverado" where misaligned and crooked, and you could see faint drip marks where the paint ran down the door. So, my question is...can I ask them to replace the handle or even the whole door if they can't get it right the second time. I just feel that I deserve more because I am paying for almost 75% of the damage. I just bought the truck 3 months ago brand new and just want it back in the same condition. Thanks in advance!

Answer
Hi Chris,

Now you know to never take your vehicle to a shop that is recommended by an insurance company even when it is your own company. The recommend shop because the have an agreement with those shops to do low quality work for a low price.

You should make a written list of the items that you are not happy with. Call your Geico adjuster and demand that he meet you at the body shop fopr a meeting with the body shop manager. When you get there go over your list and have each of the initial next to each item on your list agreeing to take care of the problem. Then make two additional copies of the list, one for each of the three of you. Let them know that when you come back to pick up the vehicle you expect each item that the three of you have agreed to to be corrected. Then when you go to pick up the vehicle bring your list. If any of the items on your list are not corrected to your satisfaction, then do not accept the vehicle until they are correct.

Also, since the poor work is the shops fault, they should provide you with a rental car while they are correcting their mistakes.

I hope this helps
Richard Hixenbaugh