Complaints

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• Initial Complaint

  Date:17/04/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a customer who had their car fixed at fix auto saint john located at 187 Golden Grove Road, Saint John, NB, E2H 1X2, the “so called repairs” was completed in December 2022, the accident was on October 21 2022, and on October 27th 2022 fix auto took possession of my vehicle October 27th 2022.
  When the car was examined by fix auto’s team no information was being told to me the owner of the car, I waited 2 weeks with no information so when coming home from Nova Scotia from working I stopped in to the location I meet ******** at the front desk she was not helpful and to the point she rolled her eyes at me when I was persistent on knowing what is going on with my car. The owner was not there at the facility, and I was getting upset cause my car had all this marking on it including other things that were not related to the accident that they were billed to my insurance company the damage was isolated to the two doors only! And they were tagging all this other stuff as well
  Wendy from fix auto came out and I was a bit heated cause my insurance company asked for existing issues on the car I advised only the rear bumper, but they were reporting more on the repairs sheet submitted to my insurance company she said she would remove just the bumper but it is policy to fix all other defects due to its all on the side that got hit so I said well if my insurance company will approve it just leave the bumper on it if “its policy is to fix the entire side then” I get my bumper fixed and you guys make money cause my insurance is going up either way Wendy told me “that this type of repairs they don’t even make money off them” I found that hard to believe.
  Some time passed then I was sent an email for approval to start the repairs I approved the repairs and they started on (Nov 1st 2022), weeks went buy email and called hundreds of time to keep following up with them as they were never telling me they were having delays with getting parts ******** Smith told me on a call that there were hold ups with doors and molding on several occasions.
  When ******** smith called me on a Thursday when I have told them on serval occasions that I work away that “I need to come pick my car up” not hey your car is finally ready like really… I told her I would not be there till Friday and her tone was like I was in-convincing them it was only 24 hours.
  When I was there to pick the car up I was extremally sick but it has been long enough without my car so I stopped in and had it towed out there but before I paid I looked at the car and notice the black molding that runs from each end of my car was broken and is allowing moister and water to go in my car now, I talked to the owner and for the benefit of the doubt I said it should have been fixed as they need to put my car back to original condition he laughed at me to my face and said that was not caused by the accident at that time I was not sure if they caused it or if it was the accident after I got it home I looked at the pictures I have took when it was there at their facility and the damage was not present so the damage happened when they were repairing itI have reached out to fix auto head office with no help. My insurance company is now saying on Feb 3 2023 since it is not related to the accredit there washing their hands if it The molding that protects and runs the water off the top of my car currently is all running in the hole Fix Auto created. -The driver side mirror it use to have power operation and a heat function and no longer does but passenger still works. -The driver side specker does not work and did before.
  -instead of getting the lock to match my original keys they bought and installed a new lock with 2 new keys… also I was on a call with my insurance adjuster

  

  Business Response

  Date: 17/04/2023

  Any issues related to this repair have been handled by Fix Auto Canada and Definity Insurance.

  Customer Answer

  Date: 19/04/2023

   I am rejecting this response because:
  
  
  My car is broken someone called and I need to answer the phone I'm available for call tomorrow on. They ruined my car there are lost of issues

  

  Business Response

  Date: 19/04/2023

  When Mr. *********** vehicle was re-inspected by Fix Auto Canada, he was advised then that none of the concerns raised were related to the repairs or workmanship of the car. The issues with the driver's door speaker were found to be due to an open circuit caused by the mirror not being properly hooked up. This was a temporary solution initially installed due to the unavailability of the correct mirror. However, once the proper mirror is installed, the issue will be rectified. The OEM mirror was delivered to Mr. ********* by the Fix Auto Canada Rep.  The original door lock was damaged and the most economical and effective solution was to replace it with a new lock, which also came with two new keys. This puts *****, the owner, in the same standing as prior to the accident. Upon reviewing the original estimate photos and the photos submitted by *****, it is evident that the damage to the molding trim was pre-existing and not related to the accident or workmanship. All of these concerns and findings have been explained to *****, and I also highlighted that due to *****'s behavior, the shop is not interested in bringing the car back for further repairs. These concerns have also been reviewed with Definity, and it has been agreed that they are not workmanship or accident related issues.  It was communicated to ***** that our shop is only approved to fix damages that are accident related, and any additional issues would be the customer's responsibility.

   

  I hope this helps.  If you need anything further, please let me know.

   

  Thank you