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:11/21/2022

  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 was involved in an auto collision with a deer on 8/5/2022. I notified my car insurance company (IN ************ of the accident. I first took my vehicle to ********* collision center for an estimate, but they were backed up until January 2023. So I decided to go with Kelley's body shop because they could get me in sooner. I went into Kelleys in late August for an estimate, I spoke with the estimator by the name of ***********************. We looked over my vehicle together and I explained to him that I was hearing some rattling noise coming from my steering wheel and my airbag symbol light was on and he wrote it down. He also informed me he would not know what the sound is until they disassemble my vehicle. On 10/11/2022 I dropped my vehicle off to be repaired. ***** and I did a last walk through of my vehicle and he made notes. I mentioned the rattling noise to him again and i let him know that the sound was getting worse, and you can very much hear the noise if you just turn the steering wheel. He also wrote that down again. He did not give me a copy of the notes. So about 2 weeks later I hear from ***** that my vehicle was going to be ready soon. So I asked him about what he found out about my steering wheel and he tells me that there was nothing in the notes from the technician working on my vehicle. He said that he would find out and get back with me. So when he finally finds out what was going on with the steering wheel, he tells me that it doesn't look accident related. I tell him that it is accident related because my car was not sounding like that before the accident nor was my airbag light on. ***** emailed me a recall form for the parts needed for my steering wheel. I immediately called ******* to confirm the recall on my vehicle. ******* lets me know that I don't have any recalls on my vehicle and that it was fake. So Kelley decided to take my vehicle to ******* to have it diagnosed to prove that it was not accident related. I spoke with the technician by the name of ***** from *******, and he tells me that the diagnostic test didn't prove anything and that my airbag light and the impact sensor was on. I have contacted a woman by the name of *********************** who is handling my claim. I have also contacted the appraiser, the manager of Kelley Body shop by the name of ****, and I have contacted my car insurance agent and I'm not getting any answers from anyone. This situation has been a headache and I'm not happy. This is very unprofessional and very poor customer service from both ******************** and ************ I have called and left numerous messages and my calls go unanswered and my messages are not being returned. It is now 11/18/2022 and I still don't have my vehicle. my rental car timeframe ended on 11/9/2022. I have no vehicle to drive, I have to catch rides from coworkers and use uber. services. I work two jobs and I go to school. This is very disturbing and a devasting manner. All I want is my car fixed the way it was before the accident because it is not safe to drive. I feel like Kelley does not care because this is not happening to them. I don't appreciate being lied to and having a fake recall form sent to me. I believe they are a bunch of crooks and are trying to get over on me. It is very unfortunate that my own car insurance has not done a customer follow up or have not contacted me to see if I have gotten my vehicle back when I am a value customer.

  

  Business Response

  Date: 12/16/2022

  ****************** brought her vehicle in to Kelley Body Shop for repairs related to an accident.  ************ her ********* company, authorizes covered repairs.  During the course of her interaction with Kelley Body Shop, ****************** reported noise in the steering wheel and an airbag light on.  The recall ****************** references was a recall bulletin pulled from the body shop system.  It does not come directly from ******** but a third-party provider.  They have never been known to be false or inaccurate.  Kelley Body Shops technician did diagnose ****************** vehicle at our shop and concluded that the issues with the steering column and air bag were not related to the accident.  ****************** was not satisfied with this conclusion.  She was informed that we did not charge her for the diagnosis, but that a ******* dealership would, and if it was deemed to be unrelated to the accident, then her ********* company would not pay for that fee.  ****************** understood and wanted the vehicle diagnosed by *******.  I am attaching a note from our system created at the time noting this conversation.

   

  ****************** vehicle was sent to ***************** for diagnosis of the air bag light and a noise in the steering wheel.  They found that the ** front impact sensor was the cause of the air bag indicator malfunction.  They also diagnosed the noise in the steering wheel as a clock spring issue and a steering coupler issue.  Kelley Body Shop sent these findings to ****************** ********* company ************* and based on the area of damages from her collision, they denied repairs based on *******s diagnosis.  It is certainly not in the financial interest of Kelley Body Shop to limit the covered work on ****************** vehicle.  ******** the ********* company will only cover what relates to the accident.  Kelley Body shop transmitted truthful information and behaved appropriately and honestly under the circumstances. 

  Kelley Body Shop apologizes for any frustration ****************** experienced as a result of her vehicle repair, to the extent that we are to blame.  ******** ********* coverage for the steering wheel noise and airbag light will need to be supported by ******* diagnostics.  If there is anything further, we can do to help, we are happy to do so.  Unfortunately, the information that we were provided from ******* and *********** has tied our hands.  If ****************** is interested in trading in her vehicle on another vehicle, we can have someone from our sales team contact her.

  Attached are the emails from ******* Service with their findings and the email from the ********* company stating that they feel the issue is unrelated to her claim.  I also have attached our diagnostic documents and a screenshot of our communications with ****************** regarding diagnosis at *******.  If there is any further information that I can provide, please do not hesitate to contact me.