Complaints

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• Initial Complaint

  Date:07/18/2023

  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.

  Their customer service and communication used to be incredible until today. We had a friend's vehicle given to them that I had accidentally bumped into which put a small indent into the bumper. Apparently, they replaced the entire bumper and did not communicate with me what the cost was going to be so that I could budget. They did the repairs WITHOUT my authorization for payment or telling me what the estimate was going to be AND then expected me to pay $1,500.00 on demand to release the vehicle to our friend. According to one of the representatives today, they had the repairs planned for several months... but there was NO call or notice to me of how much it would be or an estimate. I called **** several times to find out the status of the estimate and each time he said he didn't know what it would be yet because he has been so busy. I feel taken advantage of and manipulated. This is not how business is done. We have brought all of our vehicles to them in the past, WE WILL NEVER BRING OUR VEHICLES BACK TO THEM EVER. I'm so disappointed in this company.

  

  Business Response

  Date: 08/09/2023

  To whom it may concern:
  
  I have been doing some research into this complaint and here are the facts that I have found
  
  ************ stated he bumped his friends vehicle and put a small dent into the rear bumper. When in fact the rear bumper is broken in not one but two places. Please see the attached photos. It is not cost effective to try and repair and would not be a warrantable repair.
  The only estimate that is in our system was written and emailed to the owner of the vehicle (our customer) the estimate was always written as a replacement of the bumper. The original estimate was written ****-23 and emailed to the owner of the vehicle on ****-23. This email reflects exactly what the estimator wrote and put into the front of the file on 3-22-23, and converted to a repairs on 4-27-23 when he scheduled the customer for repairs to proceed on *******. Which is our procedure.
  When a person damages another persons vehicle and they do not want to involve the insurance company, they make an agreement with the at fault party to proceed, and agree between themselves how it will be handled. We generally do not get put in the middle as the owner of the vehicle is our customer. So we sent the information to the owner, we scheduled the owner and we repaired the owners vehicle-all with her permission-it is common practice to be paid at the end of repairs. When she came to pick up, she asked, did ***************** and pay the bill?
  Now they are friends, she knows him by name, she calls and speaks to his wife to have him pay the bill and says the shop got the repairs done sooner than she expected-sounds like the Mrs. *** have been aware of the scheduled repairs-The owner had the estimate in March, she was scheduled in March for July. There should have been conversations between the owner and ***********, if he is responsible for the repairs and is paying out of pocket, and they have agreed that he wont involve his insurance company.  At some point between the time he hit her vehicle,she was given the estimate, and she scheduled the repairs in the 4 months time before the vehicle was brought in it seems reasonable that they should have had a few discussion. Our responsibility is to the owner of the vehicle, it should be up to them to communicate with each other on the points he makes-about not being notified on their schedule date and the estimate, they are the ones that agreed to work out the repairs without going through his carrier.  If the owner did not reach out to him, he could also reach out to his friend to discuss these points.
  The estimator ************ refers to has been out of the office on medical leave since June 23rd. When I asked about this file, he stated if he had sent anything to ******************* would be in his emails-there are none, only the one to the customer and one from a prior repair to ************ about one of his own vehicles in this time frame.  If he wrote the estimate on **** and emailed to the owner on ****, I would think he already knew how much the estimate was,so I am not sure why ************ is stating the estimator didnt know how much the estimate would be.
  
  Thank you for your time in this matter, *****