Complaints

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• Initial Complaint

  Date:15/06/2024

  Type:Service or Repair 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.

  in the past 2 month we brought ****** our vehicles here and both were not repaired properly and returned to **. most recently the windshield washer bottle that was leaking after the accident on our *** was not replaced so we brought the vehicle back. in order to replace the windshield washer bottle they had to remove the bumper. Marcels did this to inspect the bottle however they didn't have the part and had to order it. they some how failed to put the car back together properly and the wheel well was rubbing on the tire when they gave it back to my 18 year old daughter. we caught this error before there was damage and my daughter returned the next day to have this issue corrected keep in mind this wasn't broken or an issue before we came back for the windshield washer bottle. ******* assured my ************************************************************************************************************************************************ a loaner. fast forward to the next day and a damaged wheel well not to mention screws and clips not reinstalled in the bottom bracket of the bumper a hole now in the wheel well and a horrible noise when driving and stopping becasue there was a plastic piece that had been forced down by wind rubbing on the ground well you drove. I then was informed by ******* he did a temporary repaired on my ***?? temp repair there was a leaking windshield washer bottle and it's still leaking and now there are missing screws and clips in the front bumper and wheel well and now additional damage. how and why is there a temp repair on parts that weren't broken?? why did we have to do a temp repair to brand new parts that were installed properly? what I suspect happened is there tech decided not to put all the clips and screws back in because they expected the part the windsheild washer bottle to come in sooner and didn't want to have to do the job 2x???

  

  Business Response

  Date: 17/06/2024

  We are very familiar with this customer and were very grateful they brought two of their vehicles to Marcels Collision in such a short time to be repaired. Both vehicle repairs were not a perfect seamless process in terms of multiple parts delays and one miscommunication about an area of damage however both vehicles were repaired and the customer accepted the repairs when they left the lot. We are a licensed body shop for over 70 years with both licensed auto body repair technicians and licensed mechanical technicians on staff. We have the education and experience to ensure no vehicle leaves our lot unsafe to drive.
  
  In this specific scenario being referred to, this customer did come back to our shop 2 months after their repairs were completed and informed us their washer bottle fluid was leaking out. Without question, we brought the vehicle into the shop to diagnose the issue. Upon that inspection, it was determined there was a drain tube that needed to be replaced. This drain tube, appeared to be worn, likely a wear and tear issue but we told the customer we would take care of it regardless in an effort to provide good customer service. We informed the customer we would order the part and they could come back when the part was in and we would replace it. The next day, the customer showed back up with the car, because the inner wheel well was loose and rubbing on the tire. The liner was now damaged due to this contact.In order to access this area of the vehicle for the diagnosis the day before,the inner wheel well shield did need to be removed and reattached. This wheel well is attached simply with push pins to secure it in place. It is possible the push pins were not pushed in enough or had simply fallen out as they often do, however we do not know why the shield broke lose. (We should also mention this process does not take much time, so not fastening it to save time would ***** us no benefit.) At this time, the customer had requested we fix the issue or put them into a rental vehicle. An employee of Marcels chose to get some more fasteners from the shop and secure the liner back into place so that the customer didnt need to be taken out of their vehicle and they could come back the next day for both the washer bottle drain tube and now the liner which we would happily replace and whatever else it needed to bring it back to its original state. These temporary repairs that they refer to were reviewed by our staff member and this customers family member before they left the lot and everything appeared to be fastened. Marcels planned to replace both parts for the customer, at no charge to them the very next day.
  
  Before we had the opportunity to do so, the customer showed up to our office the next day in a very upset state. The liner had come loose again. This is the point where this individual stopped writing their complaint.This individual failed to leave out the events that occurred after they came back with their valid concerns. When asked how we could help him, this customer raised his voice at our staff. This customer began swearing and using vulgar language and name calling to express his concerns. This customer continued to get his face close to our employees face after being asked very politely to step back. This customer used his fingers to point in our employees face while threatening our employee and implying harm to our employee. This customer then shouted to another customer that was picking up their vehicle and told them never to come to Marcels where she kindly replied that she has been coming to Marcels for years and was always happy with our work. It was unfortunate that this individual felt entitled to yell and scream at not only our employees but also our customers.
  
  In spite of that behaviour, our staff stayed completely calm and tried to assist the customer and offering a rental vehicle so that no one felt unsafe. This customer chose to accept the keys before then throwing them on the parking lot ground aggressively and walking away. As this customer was walking away, without giving an opportunity to fix the issue, he yelled that our staff member better not see him in public, implying he would physical harm him. During the altercation, our receptionist was in the office watching and ready to call the police in fear that this situation was going to become physically violent. We would like to mention we have visual and audio video of this occurrence on our security cameras.
  
  Regardless of the customers concern, ******************** does not condone behaviour that was received by this staff member and there is no valid enough reason to treat anyone that way. Marcels strives to find the best possibly solutions in every scenario in nothing but a professional an respectful manner, we will never conduct ourselves in any other way.Unfortunately, this individual does not practice those values so we will be handling this occurrence moving forward with their insurance company representatives and possibly the local police in order to attempt to rectify the concerns that this individual has in relation to any workmanship of Marcels Collision. 

  Customer Answer

  Date: 17/06/2024

   
  Complaint: 21855423
  
  I am rejecting this response because: some comments made our untrue and I'm dealing with the insurance company.  Please forward the video to the insurance company!  
  
  Sincerely,
  
  ***********************