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| - I went to the Cactus and Tatum location for an oil change. This was my second visit. The first one I had a great experience. The appointment was made a week earlier. Now approximately $15,000 and 2 months later, I still don't have my vehicle back from getting the oil changed. To be fair, their insurance is paying the bill. When I got there in my custom built handicap accessible van, they said they were about 2 hours behind. I had a free afternoon so I decided to wait. After explaining the vehicle and telling them not to touch any odd buttons and not to use the hand controls, I felt comfortable they would be careful as they had changed the oil before. I went across the street for lunch. On my way back in my wheelchair, my cell phone rang; it was the manager, Don. He told me that they had a problem and my van had extensive damage and they needed to see me.
When I got there, the driver's side of the van was torn apart. I was in shock. I couldn't even get home. Apparently Ed was driving it in and somehow lost control of it and hit the rack that lifts the vehicle up. I have had vans like this for 40+ years and driven back and forth across country with many service people driving the vehicles. I have never had anyone hit anything with one. The manager Don said he had a call into their zone manager, Steve Epler so we could have this taken care of.
I finally talked with Mr. Epler and he was at another store and too busy to come and look at my van. I should call a cab and go home and he'd be there later. I spoke with Mr. Epler later in the day after he finally took a look at my van. Mr. Epler is not a personality plus kinda person. When I started asking some questions he told me, "Look, I'm turning this over to our insurance company and we are then out of the loop", that's what we have insurance for. My van was put on a flat bed and towed to a well-known collision shop and Fletchers insurance company adjuster examined it along with their collision damage person.
A handicap rental van was approved by their insurance company, but I can't drive it. These vans are specially built to fit. So I was told about three weeks to get it fixed. I asked if I would have it back before the holidays. I was told "long before that". Today in January 11th, It is now two months and my van is still at the collision shop. If I want/need to go anywhere, I have to rely on my friend to drive me in the rental van. Today was my third visit to check on my van and it's still not done. Yes, I'm more than just a bit inconvenienced, I'm bordering on depression. To top things off, I still haven't had my oil changed. Thank you so much Fletchers on Cactus and Tatum, great job putting me is a very difficult position! I must say Fletchers insurance company, American Family Insurance has been fantastic handling this, but the other two parties handling this leave a lot to be desired. When you go for an oil change, you might want to drive your own vehicle into the garage.
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