On August 24, I dropped my vehicle off at Moss for repairs pursuant to a insurance claim. At their customer service window, I was helped by a woman named Tina. I reviewed the repair estimate with Tina, and discussed certain line items of the estimate that I did not want repaired at that time. These line items were for the front and rear bumpers, driver side vent shade, and driver side tiresparts and labor. Tina marked these items on the estimate to remind herself not to include them on the work order.
On August 26th, I realized that not fixing the tires may cause ride smoothness issues, so I called Tina and told her that I would need to have those two lines items included in the repairs that were to be done at this time. I told her I would fax her over a confirmation to that effect. I did so, and called to see if she had received it. When I called, the fax was still coming through and she put me on hold while the fax machine completed its receiving of the confirmation. When she came back to the phone, she read the confirmation back to me and told me she would attach it to the work order.
On September 15th, I called Moss to see when my truck would be ready. It was ready & Tina gave me the final charges of $2821.46. The repairs per our conversation, my request, and the confirmation should have totaled $2073.92. I asked Tina if all of the repairs had been performed and she said that apparently they had. She recalled our conversation in person as we discussed the needed repairs. Tina also stated that she recalled receiving the faxed confirmation and further stated that she had attached it to the worked order. She then stated that she does not understand why the shop ignored the request. I informed her that I was not going to pay for any of the repairs that I did not request, and that I would be in the next day to pick up my truck. I requested that they have the original bumpers put back onto the truck before that time.
The next day, on September 16th, I received a ride from Durham, NC to Moss (240 miles) to pick up my truck. My ride left and I entered to pay for and to pick up my truck. It was then that I discovered that they had not only failed to put my original bumpers back on my truck, but that you had removed the new unauthorized bumpers they had installed. So there my truck sat, at their facility, illegal to drive, with my seven year old daughter and no way to get to our home. Needless to say, they were in full control of us at that time. One could say they had us hostage to their demands. They demanded that I pay them $1000.00 to get my truck...$748 over the agreed amount.
After much protest and seeing that they had left me no choice in the matter at that time, I wrote them a check in the amount of $1000.00. They then re-installed the unauthorized bumpers. I picked up my truck and left.
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