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:10/16/2024

  Type:Sales and Advertising 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 had some minor front end damage on my brand new 2024 ****** Sequoia TRD Pro. It needed a new bumper, passenger quarter panel and a passenger side headlight. Nylunds had my vehicle for 3 months, during this time there was little to no communication regarding the status of my car. I had to call constantly before I would get a call back. I would have NEVER taken my car to Nylunds if I had know that they have zero care or respect for my time or money. **** lied to me repeatedly about the date my vehicle would be ready, telling me on multiple occasions that it would be ready only to be given another excuse when it was supposed to be picked up. I had to cancel an out of country business trip because I could not trust **** at his word on when my vehicle would be delivered. Today after 3 long months I pick my car up and start the 45 minutes drive home, about 5 minutes from my house there was a sudden loss of power and now I'm getting 2 warning messages "parking break malfunction" & "Hybrid System Malfunction".... This is beyond atrocious, there is ZERO reason that this should be happening to my brand new vehicle after it's been in Nylunds hands being "fixed" that last 3 months. Not only am I planning on filling a lawsuit, I'm making a complaint with the ***************************** ******. Not sure how on God's green earth these people are certified by ******. Not only have they wasted months of my time, they returned my vehicle in worse condition than when I dropped it off. I drove the car to them without issue, and received it back with multiple warning lights going off 45 minutes after picking it up. Now I have to get it towed to the dealership to get it fixed properly, after Nylunds supposedly fixed it after having it for 3 months. This is by far the worst experience I've ever had in my life getting a vehicle repaired. I wish I had never taken my car to Nylunds, and if you care about your money, time and condition you will get your car back in.

  

  Business Response

  Date: 11/11/2024

  Good day all.
  
  Nothing is more heartbreaking to me than hearing that a guest of ours has had any issues whatsoever with a vehicle we repaired.  Additionally, it frustrates me when there appears to be a lack of communication from our team during the repairs.  So right from the beginning of this reply, I want to extend a heartfelt apology from myself and my team.
  
  It would have been wonderful for all concerned if all the vehicle required was what was described in the complaint.  But, like so many collision-damaged vehicles today, there was substantial additional hidden damage behind what was visible when the vehicle was dropped off.  This was also verified by the insurer involved in paying this claim.
  
  To make the repairs even more complex and time-consuming, the vehicle is a Brand New Model Vehicle, and acquiring some of the correct and critical parts needed to start the repairs was a lengthy process, including incorrect parts arriving from the dealer and having to be returned and reordered to get the correct ones.
  
  During the repairs, the team member handling the coordination of the repairs, parts, and communication with this guest and many others, abruptly left our employ with no notice.  This caused a large void from an administrative perspective and ultimately caused a failure in communication with this guest and others.  We have since hired new team members in different roles to make sure this type of situation doesnt happen in the future.  Nonetheless, we were not able to accomplish this before disappointing this guest.
  
  At the final stages of completing the repair, the frustrated (understandably) vehicle owner came to the shop and requested to pick up the vehicle ready or not.  After some conversation, he allowed us an additional day to complete the repairs.
  
  Prior to picking up the vehicle, we drove the vehicle to the dealer to have them do an alignment and then went back to retrieve it and bring it back to the shop.  We scanned the vehicles computer system with ****** equipment, both pre-dealer and after receiving it back from the dealer.  There were no warning messages on the dash before going to the dealer or after being picked up from the dealer.  
  
  Once we received it back from the dealer, we performed the necessary calibrations on the driver assist systems.  We also took it on another test drive to validate that the calibrations and driver assist features were operating as designed as well as completed a final health scan of the vehicles computer systems.  The vehicle passed all tests, and system checks, and the guest picked up the vehicle with no warning messages or lights on the dashboard.
  
  I was made aware that guest did call to let us know that the warning messages came on while on his way home and that he was going to have it towed to the dealer.  As I understand it, we offered to work with the dealership in any way we could to get the vehicle owner back on the road.  
  
  This is the first time a vehicle has left our shop with repairs completed and then warning lights or messages appear.  With all the checks and balances we have in place to make sure this doesn't happen, I still dont know what caused these lights to come on as we never heard from the dealership or the guest after that.  
  
  As a good faith measure, we did not charge the guest his deductible or the out-of-pocket expenses the insurer would not cover at the time of pick up.
  
  As of today, there is still a very large balance due for the completed repairs from the insurer.  The insurer has agreed to pay us but instead, we were notified yesterday that the insurer has now been instructed by the vehicle owner to send this payment to them.
  
  I have attempted to reach out to this guest but have not received a reply.
  
  I deeply regret contributing to the frustration this guest has gone through.  Our team works incredibly hard day in and day out to be an advocate for every guest who walks through our doors, and we complete the most comprehensive, safest repairs available in our market.  We stumbled on this one, and for that, I am so very sorry. 
  

  I would like very much to open up the lines of communication with this guest, regain his trust and become his go to person if he ever finds a need in the future.

  *** ******, Owner, Nylunds Collision Center

  
  

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22431632
  
  I am rejecting this response because:
  It's cost me over $10,000 in car rentals due to the incompetence and negligence of Nylunds and their team. I have zero concern for any balance due, I received my vehicle back in a condition I cannot drive it in when I was able to drive it fine to Nylunds Auto. It appears to me that Nylunds is more concerned with billing insurance companies for the maximum amount possible, over repairing vehicles in a timely manner. 
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 11/15/2024

  Upon further inspection of my vehicle, I'm finding more damage that was not there before I brought my vehicle to Nylunds Auto. Passenger wheel well trim has significant scratches that were not there before and will need to be replaced. Interior dash has a gash in the leather that was not there before I brought my vehicle to Nylunds Auto. Passenger window has scratches in the tint that was not there before I brought my vehicle to Nylunds Auto. Center console has scratches that were not there before I brought my vehicle to Nylunds Auto. For a resolution of this matter, I would like Nylunds to cover 2 months of my vehicle rentals, and cover the cost of all the damages I've just named above. My vehicle was in immaculate condition before I brought it to Nylunds Auto, and i want it returned to the condition it was in before they touched it.