Verified CustomerDear Ms. Bridgeman, we're truly sorry for the stress and frustration you experienced throughout this claim. We understand how difficult it is to be without your vehicle, especially after an accident that was not your fault.
The delay was the result of a dispute over the required repair plan—not a lack of action by our team. As a Subaru Certified Collision Center, we are required to follow Subaru's repair procedures and cannot omit structural repairs that those procedures require based on the damage identified. These standards exist to help protect the safety, integrity, and value of your vehicle. Although State Farm's appraisers inspected the damage themselves, they continued to deny approval for those repairs and even missed a scheduled re-inspection, leaving the claim at a standstill. We requested that State Farm review our repair supplement on four separate occasions. Rather than addressing the required structural repairs, they continued to deny key repair operations that Subaru's repair procedures required for a proper and safe repair.
Rather than simply waiting, we explored alternatives by recommending that the claim be pursued through the at-fault driver's insurance. Unfortunately, because State Farm had already issued payment, that carrier refused to assume the claim. We then outlined two clear paths forward: proceed with the OEM-required repairs while understanding there could be out-of-pocket costs due to the insurer's denial, or have State Farm relocate the vehicle to one of its DRP facilities. We recognize that neither option was ideal, but we did everything we could to help you navigate an extremely difficult situation.
When you elected to move the vehicle to a DRP facility, State Farm advised that our shop charges would need to be paid before they would authorize the tow. To help you avoid any additional out-of-pocket expense, we deducted our charges from the payment State Farm had already issued to us, so no additional payment was required from you. We then promptly completed the release paperwork and safely transferred your vehicle.
We sincerely regret that you were placed in the middle of a disagreement between the manufacturer's repair requirements and your insurer's coverage decision. Our responsibility is, and always will be, to repair vehicles according to the manufacturer's safety standards so our customers receive the quality repairs necessary to keep them safe. As an OEM-certified facility, we are not willing to compromise those standards. We wish you all the best moving forward. - Eli's Collision Repair
Dear Ms. Bridgeman, we're truly sorry for the stress and frustration you experienced throughout this claim. We understand how difficult it is to be without your vehicle, especially after an accident that was not your fault.
The delay was the result of a dispute over the required repair plan—not a lack of action by our team. As a Subaru Certified Collision Center, we are required to follow Subaru's repair procedures and cannot omit structural repairs that those procedures require based on the damage identified. These standards exist to help protect the safety, integrity, and value of your vehicle. Although State Farm's appraisers inspected the damage themselves, they continued to deny approval for those repairs and even missed a scheduled re-inspection, leaving the claim at a standstill. We requested that State Farm review our repair supplement on four separate occasions. Rather than addressing the required structural repairs, they continued to deny key repair operations that Subaru's repair procedures required for a proper and safe repair.
Rather than simply waiting, we explored alternatives by recommending that the claim be pursued through the at-fault driver's insurance. Unfortunately, because State Farm had already issued payment, that carrier refused to assume the claim. We then outlined two clear paths forward: proceed with the OEM-required repairs while understanding there could be out-of-pocket costs due to the insurer's denial, or have State Farm relocate the vehicle to one of its DRP facilities. We recognize that neither option was ideal, but we did everything we could to help you navigate an extremely difficult situation.
When you elected to move the vehicle to a DRP facility, State Farm advised that our shop charges would need to be paid before they would authorize the tow. To help you avoid any additional out-of-pocket expense, we deducted our charges from the payment State Farm had already issued to us, so no additional payment was required from you. We then promptly completed the release paperwork and safely transferred your vehicle.
We sincerely regret that you were placed in the middle of a disagreement between the manufacturer's repair requirements and your insurer's coverage decision. Our responsibility is, and always will be, to repair vehicles according to the manufacturer's safety standards so our customers receive the quality repairs necessary to keep them safe. As an OEM-certified facility, we are not willing to compromise those standards. We wish you all the best moving forward. - Eli's Collision Repair
