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:06/11/2024

  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.

  This business had my vehicle from 5/16/24-5/31/24 to correspond with my insurance company and perform repairs from a minor traffic accident. Everything seemed fine the estimates from both companies were agreed to and the repair work was done. The estimates included a replacement tire, but this wasn't done. I got my vehicle back and the shop explained I didn't need the tire, even though they charged my insurance for it. When the tire was inspected on 6/6/24 the damage was found on the inside (facing the suspension instead of facing the street), so my tire was flipped around hiding the damage. I contacted the shop and they denied the damage so I sent them pictures of the tire before and after showing that they damaged the tire. They still denied it and said it must have been missed from the original inspection and while the work was being done. I asked them to replace the tire (like my insurance already suggested and they originally agreed to), but they said I would be responsible for these additional charges. I tried to explain there shouldn't be additional charges and I would be contacting my insurance company to let them know these details. I am including photos of the paperwork and receipt as well as the tire before going to the shop and after returning from the shop.

  Business Response

  Date: 06/19/2024

  Ms. ******** vehicle was at our shop for an extended time due to waiting on supplement approval from the insurance company.We communicated with ****************** that the insurance estimate had a new tire replacement, however during our inspection, only minor scuffs were found on the tire which did not impair the tire. If the tire was not replaced, we would refund her for the dollar amount on the estimate. We did mention that if the sublet vendor replacing the wheel finds any damage, we would replace the tire. At that time, we felt that everything was communicated clearly. When the wheel replacement was done, the sublet vendor did not mention finding any damage on the tire. The total repairs were completed on 5/31. ****************** picked up her vehicle and the refund check for the tire. Around June 10th,****************** called to express her concern about a damaged spot on the tire. We informed her we would take care of it and planned for her to drop off the vehicle. We contacted the insurance company to let them know the price of the tire was more than the original estimate, which they approved and issued the additional payment. ****************** dropped off her vehicle, with the refund check,and the new tire was put on.  We also discussed with the adjuster the chain of events and ****************** being unhappy with our service and suggesting we committed fraud. He agreed that we did nothing unethical or fraudulent. I hope this 1 complaint does not discourage anyone from choosing Voelkels Collision to help with their vehicle repairs. We take pride in our family business and want our customers to be happy with our work and the service we provide. 
  

  Customer Answer

  Date: 06/19/2024

  Their response is partially inaccurate and their story changes every time it is told. They didn't "make it right" they were forced to do what they were originally paid to do.  After 3 days of arguing I informed them I had already spoke to my insurance company and filed a complaint with BBB about them trying to make me pay for an additional tire. They spoke to an adjuster that was in the area (not the one from my claim) and he did not confirm or address ethics because their investigation is still ongoing and the vehicle is still being rechecked as of today 6/13/24. They should not be able to speak for him. I think the photos speak for themselves, but if a company that lists "attention to detail" wants to claim they missed several 1 inch gouges on a part that they were working on and even flipped it around, so be it. I wouldn't trust that "family" company even if it is the "first" complaint. It's probably only the first complaint because they aren't accustomed to having someone check their work and they thought they could hide the damage and get away with it. 

  Business Response

  Date: 06/20/2024

  Ms. Emersons vehicle was at our shop for an extended time due to waiting on supplement approval from the insurance company.We communicated with ****************** that the insurance estimate had a new tire replacement.  During our inspection, only minor scuffs were found on the tire which did not impair the tire. If ***************** chose not to replace it, we would refund her for the dollar amount on the estimate. We did mention that if the sublet vendor replacing the wheel finds any damage, we would replace the tire. At that time, we felt that everything was the communication clearly. When the sublet work was done on the wheel, the vendor did not mention finding any damage on the tire. The repairs were completed on 5/31. ****************** picked up her vehicle and the refund check for the tire.
  
  We did not bill for any work not performed. At the time of pick up, she was issued a refund check for work on the insurance estimate that was not performed.
  We did not cause any additional damage to the tire.
  We did not hide any damage to her tire.
  
  Around June 10th, ****************** called to express her concern about a damaged spot on the tire. We informed her we would take care of it and planned for her to drop off the vehicle. We contacted the insurance company that the price of the tire was more than the original estimate,which the insurance company approved and issued the additional payment. We also discussed with the adjuster the chain of events and ****************** being unhappy with our service and suggesting we committed fraud. He agreed that we did nothing unethical or fraudulent.
  
  On June 14th, ****************** returned to have her tire replaced.  Since we do not do tire replacements, we organized the replacement of the tire with a local tire shop,  and we billed her and the insurance company accordingly for replacing the tire.  At this point, I am not sure what else we can do to accommodate ******************.  If you would like a detailed transcript of notes with the owner or photos. We would be happy to provide additional information.
  
  While bashing us on ************* a responder suggested turning us into the better business bureau.  I am still trying to understand for what. 

  1.  We only billed the owner for work the at we performed, which she was satisfied with.

  2.  We refunded her for work that was paid for that we didn't perform.  Since we don't do tires, it allows her freedom to make her own choices on how to handle her tire?

  3.  ********************* is completely aware of the chain of events.  We were not deceptive to anyone?

  The complaint to the BBB and bashing us on social media seems like a rather dramatic action given the chain of events.  We have been in business for over 50 years, and we simply dont have to deal with this stuff very often.  We take pride in our family business and want our customers to be happy with our work and the service we provide. Its hard not to take these personally, but I feel ****************** is being a little dramatic and simply unfair!

  Business Response

  Date: 06/20/2024

  I have attached a copy of the completed supplement from Progressive after we installed the new tire. We organized replacement of the tire with a sublet tire vendor, and Progressive paid the price increase of the tire.  All the items on this work order were performed.

  I have attached CSI survey two days after her pick up when we thought she understood the refund on work not performed.

  I have attached the notes where we documented our discussions with the insurance and ******************.  Once again, there is no deception, and we did nothing unethical with the customer or the insurance company

  I noticed she wants 500 as her resolution.  This happens to be the amount of her deductible.  She might be trying to get reimbursed for your deductible.

  Business Response

  Date: 06/20/2024

   

  I have attached a copy of her ************ posts where she got the BBB idea.

  I also wanted to include 

  ***************************************************************************************************************************************

  This a service that we use for CSI, and I think you will find our results are favorable for our market place.

   

  Thanks,

   

  ****

   

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Their response is partially inaccurate and their story changes every time it is told. They didn't "make it right" they were forced to do what they were originally paid to do.  After 3 days of arguing I informed them I had already spoke to my insurance company and filed a complaint with BBB about them trying to make me pay for an additional tire. They spoke to an adjuster that was in the area (not the one from my claim) and he did not confirm or address ethics because their investigation is still ongoing and the vehicle is still being rechecked as of today 6/13/24. They should not be able to speak for him. I think the photos speak for themselves, but if a company that lists "attention to detail" wants to claim they missed several 1 inch gouges on a part that they were working on and even flipped it around, so be it. I wouldn't trust that "family" company even if it is the "first" complaint. It's probably only the first complaint because they aren't accustomed to having someone check their work and they thought they could hide the damage and get away with it. 
  
  Regards,
  
  ***************************

  
  

  Business Response

  Date: 06/20/2024

  Ms. Emersons vehicle was at our shop for an extended time due to waiting on supplement approval from the insurance company. We communicated with ****************** that the insurance estimate had a new tire replacement.  During our inspection, only minor scuffs were found on the tire which did not impair the tire. If ****************** chose not to replace it, we would refund her for the dollar amount on the estimate. We did mention that if the sublet vendor replacing the wheel finds any damage, we would replace the tire. At that time, we felt that everything was the communication clearly. When the sublet work was done on the wheel, the vendor did not mention finding any damage on the tire. The repairs were completed on 5/31. ****************** picked up her vehicle and the refund check for the tire.
  
  We did not bill for any work not performed. At the time of pick up, she was issued a refund check for work on the insurance estimate that was not performed.
  We did not cause any additional damage to the tire.
  We did not hide any damage to her tire.
  
  Around June 10th, ****************** called to express her concern about a damaged spot on the tire. We informed her we would take care of it and planned for her to drop off the vehicle. We contacted the insurance company that the price of the tire was more than the original estimate, which the insurance company approved and issued the additional payment. We also discussed with the adjuster the chain of events and ****************** being unhappy with our service and suggesting we committed fraud. He agreed that we did nothing unethical or fraudulent.
  
  On June 14th, ****************** returned to have her tire replaced.  Since we do not do tire replacements, we organized the replacement of the tire with a local tire shop,  and we billed her and the insurance company accordingly for replacing the tire.  At this point, I am not sure what else we can do to accommodate ******************.  If you would like a detailed transcript of notes with the owner or photos. We would be happy to provide additional information.
  
  While bashing us on ************* a responder suggested turning us into the better business bureau.  I am still trying to understand for what. 

  1.  We only billed the owner for work the at we performed, which she was satisfied with.

  2.  We refunded her for work that was paid for that we didn't perform.  Since we don't do tires, it allows her freedom to make her own choices on how to handle her tire?

  3.  ********************* is completely aware of the chain of events.  We were not deceptive to anyone?

  The complaint to the BBB and bashing us on social media seems like a rather dramatic action given the chain of events.  We have been in business for over 50 years, and we simply dont have to deal with this stuff very often.  We take pride in our family business and want our customers to be happy with our work and the service we provide.  Its hard not to take these personally, but I feel ****************** is being a little dramatic and simply unfair!

   

  I have attached a copy of the completed supplement from Progressive after we installed the new tire. We organized replacement of the tire with a sublet tire vendor, and Progressive paid the price increase of the tire.  All the items on this work order were performed.

  I have attached CSI survey two days after her pick up when we thought she understood the refund on work not performed.

  I have attached the notes where we documented our discussions with the insurance and ******************.  Once again, there is no deception, and we did nothing unethical with the customer or the insurance company

  I noticed she wants 500 as her resolution.  This happens to be the amount of her deductible.  She might be trying to get reimbursed for your deductible.

  Customer Answer

  Date: 06/21/2024

  Calling an unhappy client that found new damage on her vehicle dramatic would be funny if it wasn't so desperate. I never asked for 500 or anything monetary, you must be misunderstanding this. I asked for a new tire that insurance paid for and an explanation on why you were trying to charge an individual extra money when it was a paid insurance claim. You conveniently left those phone calls off your "notes" as i assumed you would. I will continue to tell the ***** to anyone/ everyone on any platform I wish- maybe next time even name you so you won't have to appear ***** or stalkerish for searching to find it from my page. You can only consider it bashing because your feelings are hurt. The ****** here is don't do shady things to customers and expect to be discussed favorably. You can blame a third party tire shop all you want, but at the end of the day the vehicle and contract with insurance was your responsibility. If noticing large areas of damage on a part you are being paid to assess are beyond the capabilities of Voelkel, then you shouldn't be accepting insurance jobs. I'm finished dealing with a situation that should have been avoided by just doing the job you were paid to do. I hope all other clients understand that they definitely need to double check your work and keep detailed records since you'll deny everything to avoid accountability and I hope you have the day you deserve. 

  Customer Answer

  Date: 06/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Calling an unhappy client that found new damage on her vehicle dramatic would be funny if it wasn't so desperate. I never asked for 500 or anything monetary, you must be misunderstanding this. I asked for a new tire that insurance paid for and an explanation on why you were trying to charge an individual extra money when it was a paid insurance claim. You conveniently left those phone calls off your "notes" as i assumed you would. I will continue to tell the ***** to anyone/ everyone on any platform I wish- maybe next time even name you so you won't have to appear ***** or stalkerish for searching to find it from my page. You can only consider it bashing because your feelings are hurt. The ****** here is don't do shady things to customers and expect to be discussed favorably. You can blame a third party tire shop all you want, but at the end of the day the vehicle and contract with insurance was your responsibility. If noticing large areas of damage on a part you are being paid to assess are beyond the capabilities of Voelkel, then you shouldn't be accepting insurance jobs. I'm finished dealing with a situation that should have been avoided by just doing the job you were paid to do. I hope all other clients understand that they definitely need to double check your work and keep detailed records since you'll deny everything to avoid accountability and I hope you have the day you deserve. 
  
  Regards,
  
  ***************************