Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/01/2024

  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.

  My car was dropped at the Automobile Collision Center on June 24. I was informed by ***** that the repair would take about a month. On 7/13, the shop told me the parts for my vehicle will come on 7/26 and repairs will be completed two weeks after the parts are received. On 8/9, they told me my car will be painted by the next week and it'll be ready two days after the painting. On 8/27, I was informed that the car will be ready by 8/29. I called on 8/31 and was told by ***** that they ran into quality control issues because they did not reassemble the car correctly, they'll need to take it apart and reassemble it and it will be ready by 9/3. On 9/17, ***** informed my husband that the repair was completed and car can be picked up by 9/19. When I called on 9/20, ***** told me that the body repair is done but my car is at the ****** dealership for calibration and will be ready for pick-up later that day. It's been 11 days since the last time they promised and I still do not have the vehicle back. Every time I called for status, ***** tells be the car will be ready by a certain date and yet it was not. Automobile Collision Center is unprofessional and rude. Today when I pressed ***** on the status of my car, the length of time it's been there (more than 3 months), the lack of communication, ***** told me I signed a release. He said whatever negative impact of this, is not their responsibility because I signed a release. He said "That is why we have everyone sign the release". I signed the release when they told me the repair would take one month. The signed release doesn't absolve them of not fixing the car promptly. The insurance already paid them for the repair. ***** is not straight-forward regarding the status of my car. From my conversation with *****, Automobile Collision Center has disassembled and re-assembled the car at least twice due to the low quality of their work, and the pieces not fitting together after the re-assembly.

  

  Business Response

  Date: 10/08/2024

  Tell us why here...From the beginning, I had informed customer that repairs may
  have delays from parts as well as Insurance approval delays since Insurance
  Company is a non DRP(direct repair shop). With our DRP’s we usually get
  approval within a day. With a non DRP it can take from a few days to over a
  week. Customer was also informed from beginning, that the insurance company
  already caused a delay as they didn’t want our shop to perform a teardown
  vehicle until their adjuster came out.
  I informed customer that once all parts are received,
  repairs will take a month at shop. Also informed customer that there may be
  more delays since we are replacing a BSM (blind spot monitor). On 8/9/24 our shop
  informed the customer, that her vehicle should be going into paint shop by end
  of the next week which was on 8/16/24. On 8/31/24, we spoke with the customer,
  informing them the measurement process, after we install parts prior to
  welding, shop had to make adjustments for quality of repairs.
  Spoke with customer on 9/20/24 and informed the customer
  that her vehicle is at the dealership for calibration and once calibrated, it’ll
  take another day to polish and detail to complete repairs. We did inform
  customer that the first two dealerships couldn’t calibrate, which we have no
  control over. We also have no control of how long the dealership will take to
  calibrate the vehicle. The dealership had the vehicle for 2 weeks. On 10/1/24
  updated customer that dealer finally found problem and was able to calibrate
  her vehicle. Her vehicle needed to be reassembled after calibration by the
  dealer and that we should receive the vehicle by end of day on 10/2/24. Also
  let customer know we will need to finalize supplement with the insurance company,
  now that the dealer finally completed calibration, and we had to submit invoice
  along with additional repairs for her vehicle.  On 10/3/24 Shop notified customer repairs are
  done and supplement submitted to insurance. Insurance adjuster informed shop
  and customer, that they will come out to re-inspect and finalize supplement for
  the completed repairs on 10/4/2024.  
  The customer was informed about the entire repair process
  and knew about the delays caused by the insurance company, the dealership and
  the extent of repairs needed on her vehicle. But on 10/1/2024 she called in and
  demanded shop pay for entire rental, even though it was not our responsibility,
  and we did not cause her delays. I also explained that she acknowledged and
  signed off on the rental waiver. We do not have control supply chain delays
  (parts), dealership delays for sublet work, insurance company delays and which
  is why our shop has a rental waiver form. Tried to explain to customer, rentals
  are not paid to shop but by her insurance company, which is an optional item on
  her policy, so shop is not liable for rental fees. The customer proceeded to
  scream at us after this was explained and eventually, she hung up the phone.
  Customer picked up on Friday 10/4/24.

  Timeline of events:

  6/24/24 Vehicle towed in (No Appt./1st time
  talking to shop at drop)
  6/26/24 EOR written by adjuster for $10.5k
  7/1/24 Supplement Submitted for $11k
  7/11/24 Supplement approved & all parts ordered.
  *Dates when parts arrived are as follows:
  7/24, 7/25, 7/31, & 8/1
  7/31/24 Rear Pillar and structural parts arrived.
  8/1/24 Repairs began, calculated time frame came out to 26
  total business days needed
  9/13/24 Assembly began
  9/16/24 Assembly complete
  9/17/24 Alignment passed
  9/17/24 Auto Electronic Systems LLC assigned to re-calibrate
  BSM and couldn’t. AES took to Dublin and Hayward Dealers and both couldn’t
  calibrate due to not having latest software.
  9/17/24 AES took to Fremont Dealership. Fremont dealer found
  defective new BSM from factory and had to re-order.  Dealer completed on 10/1/24
  10/1/24 AES brought back vehicle
  10/1/24 Customer called shop and yelled at Raul and demanded
  shop to pay the rental, Raul tried to explain to customer that we can’t control
  delays from parts, calibrations or dealer work. Customer continued to yell and
  Raul asked over phone if customer can.  Raul explained rental waiver and customer
  continued on yelling. Asked again to please calm down or if customer can call
  back when calm. Customer continued yelling and hung up phone on Raul.
  10/2/24 Supplement finalized
  10/2/24 Polish and detailed
  10/2/24 Insurance contacted shop, supplement under review
  and will send out adjuster on Friday.
  10/4/24 Adjuster came out for supplement
  10/4/24 customer called. Ready for pick-up.

• Initial Complaint

  Date:07/19/2023

  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.

   
  Complaint: 20346986
  
  I am rejecting this response because:

  I have already taken my car to a shop that does quality work and does not treat their female customers condescendingly.

  A separate Geico adjuster has already inspected this car on July 20th 2023 and agreed that the front bumper paint job looks like it was sprayed directly on the plastic with no prep. He does not think the paint peeling is from any impact to the bumper. He agrees that the spot where the paint failed is smooth as a baby's bottom so any impact there is HIGHLY unlikely. To suggest that paint peeling as shown in the photo is from a rock chip is not even reasonable. Our family has another 12 year old black car, kept in 90 F *******, never garaged that has plenty of rock chips on the front bumper, but ********** peeling. Hot weather is not new to me or my car......

  As of July 21st Geico has approved a ~4000$ supplement to the original claim that includes strip and repaint of the bumper, repaint/refinish of the hood and fenders, to be done at this second shop of my choice. The supplement also includes painting the hood hinges 3-stage, item which was present on the invoice from ACC Hayward, but in reality was never done (hood hinges only have primer on one side and incomplete paint on the other side). The business took the money for this item's labor and didn't do the repair fully.

  In addition to the bumper paint problem, the Geico adjuster (with a more expert eye than mine) actually did notice that the paint has started failing on the corners of the hood and edge bordering the windshield! The hood's paint problem is really what solidified their decision to redo not just the bumper, but the hood and the fenders as well. The Geico adjuster said that *************** (when paint looks like the surface of a orange skin) on the fenders is bad enough that it should be a piece of cake to get that approved as well. To suggest in the response from the business **** even looked at the hood is a lie. He inspected nothing about the hood edges or fender edges on 2023/07/18. He only looked at the bumper and said I must have hit it at some point...

  Paint problems are not the only thing the new Geico damage adjuster noticed. He noticed that the hood is not gapped properly left and right. In one of my first 2 returns to this shop to fix these panel alignment problems, I brought the hood alignment up but was again condescendingly dismissed. New Geico adjuster doesn't know yet if it's just the hood alignment, or the somewhat poorly fitting driver's side fender that's creating this uneven gap. We will find out more upon disassembly.

  To suggest paint is peeling because the repair is now two years old is absurd. If Geico tells their customers any repair done at a Geico-certified-shop has lifetime warranty for the time you own your car, then they should not be sending anyone to ACC Hayward.

  Anyway, it looks like I was right!

  Sincerely,
  
  ***************************

  heres no primer, and hes like well there has to be primer on it otherwise it wouldve fallen off already. *** been told about the exceedingly poor masking job they did around the paint, that I should walk around any dealer lot and see that all new cars have imperfect lines. It is a one piece plastic texturized bumper, theyre all like this. Really? The paint is lifting from the edges on new cars? Because the paint is lifting at the edges of the car I had repaired at this shop! The paint is cracking on the plastic panels of new cars every time it gets over 80 outside? Because the paint is cracking on my bumper every day it's hot outside.As if the poor repair job wasnt enough, treating the customer with total disrespect is really the cherry on the cake from this business.

  

  Business Response

  Date: 07/20/2023

  Hi,

   

  This is in response to the recent complaint made by ***************************. It appears there seems to be some confusion. As our manager ***********************, told ******************, that we would submit her claim and information to GEICO regarding her warranty claim. We advised her that we should hear back from GEICO by the end of the week (as this process takes time).

  We have our photos and in our photos, it shows new damage along with her "lifting claims" (rock chips/scratches) and this vehicle was repaired over 2 years ago. If, as she states this was an adhesion/primer issue, then the paint would've lifted off immediately and by now after 2 years all her paint would've come off and there would be spots all over the vehicle. We also painted her hood, fenders and doors and which do not have the issue she is claiming. This would've caused the adjacent panels to have this "lifting paint" issue as well. Which is why again, we have come to that conclusion. When moisture gets underneath a crack, say from a rock chip and heats up in CA's hot weather and goes through CA's cold winter this would cause the lifting, which is common being that this is the front bumper and subjected to a lot of wear and tear. Warranty does not cover wear and tear issues. Which is why this claim was submitted for her to GEICO. 

  We've also submitted her claim to the refinishing company to seek approval from the refinishing company if all else fails, as this would be a product issue with them. This warranty process does not happen over night. *******************************, was just here this past week on Tuesday in the morning, which was 7/18/23 around 8am, so it's only been 2 days since she filed her warranty complaint.

  Our manager ****, will notify her once we hear back from GEICO and then again, once we hear back from the refinishing company. 

  

  Business Response

  Date: 07/24/2023

  Hi ******************,

  This was in no way to be condescending, I am only stating facts.

  Yes, the adjuster came at our request because as we told you previously we submitted a request for your warranty, to have them make a decision and come out. They have not contacted us, after they reviewed your vehicle to go over the issues. We are STILL waiting for them and will be going over the adjusters claim regarding your vehicle, that inspected claimed damages. I know that our customer service rep ********* reached out to you Friday because **** was out of the office on Friday. She told us that she tried calling you but your mailbox was full, so she emailed you instead. She should've explained the next steps to follow. **** will be reaching to you today as well. 

  As for the 12 year old vehicle you are mentioning, a lot has changed in CA. For CA only, because of EPA laws for VOC regulation. The paint is not the same, in fact it is not the same. Also, during the time we painted your vehicle, this was during the pandemic and as you know there were shortages. Shortages and delays were explained to all our customers. There were shortages in paint as well. This is why as I said before it may be a product issue, which is why the paint manufacturer is involved as well to go over the warranty claim. This is also why **** will be contacting you. 

  Again, this warranty process takes time. It has not even been a full week. We are taking the steps needed to try and get this resolved for you. You should be hearing from **** today.

• Initial Complaint

  Date:03/29/2023

  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.

  My car was taken to this bodyshop due to a car Accident I had on Tuesday March 21st. I received the information today 3/28/23 at 7:30 am by my insurance Geico stating my car was a total loss. I called Automobile collision center today 3/28/23 at 1:00pm to notify them I would be pickup my valuables from my car today after work and should be there at 5:30 pm. The man I spoke with said no problem we will be here waiting. I arrived at the shop at 5:30 pm and they stated my car was towed out of the shop and take to an auction Copart in Hayward. I was not given anytime to pickup my valuable stuff from the car. I have very important paperwork in my car, and personal stuff of mine and my kids. I need to be able to retrieve my belongings. They either have to pay for my stuff or retrieve my stuff. I included an attachment of the time I called them to notify them I would be stopping by.

  

  Business Response

  Date: 03/30/2023

  ************** recollection of events is inaccurate. She called into the shop on 3/27/23, NOT 3/28/23 because her vehicle was deemed as a total loss. She quickly came into the shop to identify herself as *************************, the owner of the White ***** to my CSR (customer service rep). She then verbally released her vehicle and was escorted to her vehicle with my CSR (customer service rep). She took out all her belongings as shown in the photos. We downloaded the video footage as evidence.
  We can only assume that ************** forgot additional items that she wanted to collect, which is why she filed this complaint. After receiving this complaint on 3/29/23, we quickly contacted the insurance company (her carrier GEICO) to get additional information. Her adjuster told us, that she contacted them about taking out her belongings from COPART. Her adjuster said they resolved the issue and contacted COPART to give ************** access to her vehicle.
  Her failure to take out all her belongings from her vehicle at the time she was granted access at our shop, is not the shops fault. It is due to her own negligence, as she was given plenty of time and access. Her grievances should be with COPART, if she has additional items that need to be retrieved.  here...

• Initial Complaint

  Date:01/12/2023

  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.

  I took my van into Auto Collision Center as requested by ***** to have the rear bumper repaired & a tune up. My van had small damage on the drivers side, tail light. My car was there about 28 days. I phoned and was told they were still awaiting parts. I was at one time told "my van was in the_____. It had been _____and would be painted the next day. Finally when I let them know the car had been there 28 days, I received a call from the office girl, stating that my van would be ready for pick up tomorrow (Saturday) before 12 noon. I picked up my van that Monday and paid the $500. (cash) deductible. I drove a short distance and noticed the van was still out of alignment. I immediately phoned the shop to let them know. Later, I noticed more (sever) damage to the drivers side rear. I took the van the next day. Inquiring what happened to my van. **** came out to take a photo. While denying responsibility. He came out took a photo. The next day, I emailed **** requesting the photos, which the shop had taken. **** sent me the same photo which he had taken while I was there. I requested all the (time stamped) photos. He hasn't sent them yet. I also informed **** of my finding a amusement park ticket and said "l someone had been using my car!" The dash / console, in my van was loose when I left it for repairs. When I picked it up the dash / console was working properly. (the nobs). A couple days later we tried to use the cd and it was not working. My dirty carpet had been vacuumed. Auto Collision Center is responsible for the extra damage to my van! Is there another email address where I can email you the photos? Had the damage happened while in my possession I would have Reported it to my INSURANCE. I give out clothing, books, food, to ****************** I am a Teacher and that's the area where I keep the give out supplies. I need to send you the photos which I am unable to upload.

  

  Business Response

  Date: 01/25/2023

  See attached