Complaints

This profile includes complaints for The Hail Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Hail Group

  7215 E US Highway 24 Ste 130 Colorado Springs, CO 80915-8700

  
• 

  The Hail Group

  3204 N Cascade Ave Colorado Springs, CO 80907-5150

  

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:06/18/2024

  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.

  On June 13, 2024 in *******************. I dropped my vehicle off thinking that The Hail Group was a legit company. I'm not knowing that they asked me to drop my car off at a business that was not actually open and had not been State certified to open at this location because lack of ventilation. June 17th, I received a call that my vehicle was moved to to ****. IL being that where I dropped my vehicle off was not authorized to open. I then asked why was my vehicle moved across State line without my authorization. The young lady advised me that they failed to call me. June 18th. I went to pick up my vehicle and they are not allowing me to drive off with my car. I called the police and they came and also didn't know why my car was being hostage. The Hail Group wanted me to pay ***** to get my car and they had not done any repairs. They wanted ****** for administrative fees. ****** for consultation. ****** for something else. Then wanted ****** each day they say my car was stored. I was willing to pat all accept for the 3 days my car was in ******** being that I did not approve this move over state line. This company is a Rip off. They call then storm chasers. They only go after cars that has a insurance claim is my belief.The police couldn't even believe they wouldn't take the ***** that I was willing to pay for zero work that was done. I want my vehicle back. At this point it's car thief!

  Business Response

  Date: 07/02/2024

  Hello. We are sorry about your experience. We have returned your vehicle. We were on the way to fix the vehicle, and you requested to stop the process. We offered to delivery your car back to you and fill up your gas tank as well. We had full intentions of repairing your vehicle and helping you with the insurance process.

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21869958
  
  I am rejecting this response because:

  Hello,
  Is that the reason I had to call the police, because you offered to drop my car off with a full tank of gas? Please stop lying. How were you on the way to fix my vehicle when the insurance company had not approved the estimate? You did not return my vehicle; I had to pay The Hail Group $1,400 to get my vehicle back.
  I received a call from ******************* on July 3, 2024, asking what could be done to fix this. I asked for $2,000: $1,400 that I had to pay to get my car, and $600 for the hassle of having to come back early from my vacation because I didn't know what was going on with my car. This included having to call the police and driving to ****, **, twice, wasting gas, when this could have been settled on Tuesday, June 18th, the first time I was trying to get my car back. This episode has caused me distress for the past few weeks. Then you say, I don't care about what you been going through with the St. *** shop. You didn't care what I was going through at the time, I was trying to get my vehicle back. You just wanted money!  Then you say you will reimburse me my $1,400, only if I take my reviews down? This can be settle when I receive $2,000 that, I'm requesting.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/10/2024

  I'm sorry. It seems like you're threatening us with bad reviews if we do not pay you extra money. This is not fair in any regards. We tried to make it up to you, and you continue to not find a solution. We have tried to reach out as you mentioned to come to a solution. Please let us know when you would like to speak and come to a solution without threatening us.

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21869958
  
  I am rejecting this response because: ************ has stress me out and continue to lie. I have never threaten anyone with a bad review. I have only made good reviews until now, The Hail Group is not a good company to do business with. I would have never dropped my car off at your location if I knew it was not operational. Then, I don't hear that my car was moved 30 miles across state line until 3 days later. Then when I try to pick-up my car you want to charge all these fees! The agreement that was signed should have been null/voided for that reason alone! You should never make appointment with a customer at a business that is not operational.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 07/20/2024

  Here's the agreement that was signed at a location that was not operational. Drop my car off Thursday and did not find out that the location that I dropped my car off at was not operational, I find this out on a Monday. I was out of town Monday but came back home Tuesday to pick up my car in ****, ** where it was driven to without my knowledge. This company wanted to charge me $1,750 to pick up my car that Tuesday. They had not done any work to my car but marked it up.

• Initial Complaint

  Date:05/25/2024

  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.

  Multiple issues. Dropped off March 4, picked up Mar 28th. Drop-Off Day: Scheduled a month in advance. At 7:45 AM on the drop-off day (supposed to be at their place at 9 AM), ****** calls to tell me they had no rental cars and that we'd need to reschedule for mid-week (it was a Monday). I had a business trip planned and scheduled this to fit in with my obligations, so that was a non-starter. I needed to be on the road by 1 PM that day. After stating that was not amenable and I would need to cancel, they arranged a car several hours later. It was ready at 1 (so I was late) and a 20-minute drive away from their location (but not to worry - they would pay for the Uber).Pick-Up Day: Informed that the vehicle was ready early but found the glass damage wasnt repaired. ****** blamed insurance, but my insurance company had no record of the request. Several pieces still had visible hail damage and a plastic piece was damaged. Refused to repair and told me was my problem to deal with insurance.Multiple calls to ****** and my insurance company finally got the windshield replaced.Moonroof is still damaged. No records of the repair was provided to me either - despite being told it would be sent via email.Driver's seat had a tear in the leather that was not there when I had dropped it off.Scratches and dents are still visible in areas that were supposed to be repaired.The process was frustrating and costly. The shops poor quality and disregard for customers resulted in additional expenses and unresolved issues.

  Business Response

  Date: 06/04/2024

  We don't run the rental car location we work with them. If they have no vehicles available we can try other sources which we did to make sure your plans were not impacted. We made sure your vehicle received the proper procedures to get everything from insurance. If insurance does not approve certain things we have to submit more evidence to support our claim of damages. We let insurance know moldings had hail damage also the glass. They finally approved to replace only the belt moldings and windshield. They declined your sunroof for lack of hail damage being caused. From the start of the process customer was informed that insurance can decline certain things if they don't believe it's hail damage. We fought for the customers parts to he approved. At the end customer did not pay anything out of pocket and received exactly what we stated from day one. A rental, Lyft rides to shop before and after repairs completed, approved parts replaced, glass replacement at customers location. Customers vehicle was very dirty in and out and poorly maintained. Unrelated prior damage like scratches were all around the vehicle. Interior of vehicle had trash everywhere and alcohol on the front passager seat. We cannot repair unrelated damage. We do everything thats on the estimate and supplement provided by insurance. As for the damage on customers seat we don't  work inside the vehicle to do such damage. Everything is done out side the vehicle besides dropping the headliner for roof repairs that are done outside the vehicle. Customer posted a review online and added old photos that reflect damage on moldings that were replaced weeks prior when he came in to our shop once they arrived from the ****** dealership.

• Initial Complaint

  Date:09/26/2023

  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.

  This shady business scams people by requesting extra supplement from their vehicles insurance providers. It takes months to repair and it does not even repair anything. Someone has to come and investigate this business.

  Business Response

  Date: 11/12/2024

  Requesting extra supplements is a typical process for any body shop. The insurance company usually tells you this after their initial inspection. We submit a supplement based on the damages, and insurance approves what they agree upon. We don't fix anything that insurance doesn't approves to guarantee you don't pay anything out of pocket. It looks like we repaired your vehicle. If there is something that is not fixed, we do guarantee a lifetime warranty, and you can come back in to see us. 

• Initial Complaint

  Date:09/20/2023

  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.

  Major issues and red flags now that Im trying to get a response after picking up my car. They seem to be storm chasers, and a total insurance scam. They were supposed to fix my cars hail damage. They first tried to bill my insurance for work that was either duplicate or just flat out not necessary, per my insurance company. I wondered if they were trying to recoup costs since they waive the deductible, but they ended up removing the additional charges from the supplemental estimate. They had my car for 4 weeks and didnt reach out to me until I harassed them because my insurance rental was about to run out. Suddenly, and hour before they closed on a Saturday, last day of my rental, they were done. I rushed to pick up the car and once I got home realized they didnt replace any of the parts that State Farm paid them for. Now State Farm has told them they need to recover their costs so they can pay another shop to complete the work, or complete the work. Now Im being given the run around, not able to talk to anyone with any knowledge and my car isnt repaired. They left a ton of paint chips and dents and were paid for items to be replaced that they just never replaced. I need them to make this right.

  Business Response

  Date: 10/02/2023

  Good Morning ********, This is ****** with The Hail Group. Im so sorry for all the confusion and headache this has been for you. We will follow our procedures and standards we have here at The Hail Group. With that being said we will get you in to take care of your vehicle with our Lifetime Warranty. Again i apologize for the delay on reaching out to you but rest assure that we will take care of this matter for you.