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:11/27/2023

  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.

  On July 5th I took my truck to acess auto too... they said it would take 3 weeks to even look at it after an accident that was yes, my fault. I rear ended someone, had significant *************** damage... after 3 weeks they said I had to take it to a body shop before they could assess the auto mechanical damages, as the bumper was jammed into the grill and radiator. Angry that it took 1 month to tell me that, I took to a body shop who said they could fix both body and mechanical. After that shop fixed the bumper they said sorry we are a body shop owner is going on vacation we will not fix the mechanical... this was after they had my truck for 2 months... now, I have not had my car for 3 months only things fixed is bumper, still can't drive it. So the truck goes back to access auto too who say no problem we will have this wrapped up in 3 weeks... the time passes I have not heard from them 1 peep, I have to go there ( with no car) I have been ubering everywhere work ect... for 5 months... they have not submitted any supplement form to my insurance company. And they keep telling me it is my insurance fault, they are not responding... this is outright lie, as I have annoyed my agent every week as to what is going on... they are waiting on a supplemental form from access auto.... my Insurance wants to be done with this they are waiting for supplemental info that is not being sent by access auto. Access auto keeps blaming my insurance. Meanwhile it has been 5 months now waiting to get my truck back with no other means of transportation. Auto shops deal with insurance all the time, and am sure they know about a supplemental form... this should in no way be taking 5 months now. Please help

  

  Business Response

  Date: 12/08/2023

  In response to complaint filed by *********************** about repairs on her **** F150 - Complaint #********,
  
  **** initially drove vehicle to Access Auto Too asking if we could assist with her vehicle, bumper was pushed in upward and rubbing on the tire while turning hard left and right. We advised her to go to a body shop for repairs. Vehicle returned to Access Auto Too on or around 7/5/23, stating vehicle is not drivable. We did tell her we were busy and scheduling out 3 weeks. We got vehicle on the lift and looked at on 7/27/23, we found no physical evidence of any damage to steering rack. Again, we advised her to go to a body shop to get body work and repairs done together. Vehicle was sent to Costas Autobody where they did the body work. They then refused to do mechanical repairs due to owner going on vacation. Vehicle returned to Access Auto Too on 10/6/23, again, we were scheduling out a couple weeks for diagnose and repairs. When we got it back on the lift to diagnose tech retrieved numerous codes and found steering angle module to be faulty (module is integral to steering rack), would need to replace steering rack then recheck. Once we diagnosed vehicle I got in contact with insurance adjuster, *****, she was unable to approve repairs at that time and requested a written estimate to send to her boss for approval. It was unclear if steering rack failed due to accident with no physical damage evidence. I emailed ***** estimate on 11/8/23. In the time after **** reached out via phone calls, email & visits to Access Auto Too, I explained that we were waiting for insurance approval to do repairs. I finally received a response and repair approval from another adjuster, ****, on 12/1/23. I ordered parts needed on that day, part availability was a few days out. Vehicle is scheduled to get repaired on 12/13/23.
  
  Ive attached email correspondences.
  
  Thank you.

  Customer Answer

  Date: 12/11/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

  Acess auto too is not being honest about what happened. They did not initially tell me when I took it there that it had to go to a body shop first off. I asked them if they could just take the bumper off. They said no, there was damage under the bumper that they could not access until the body damage was fixed. Second off I did not drive the truck around at any point from me bringing the truck in. I drove the truck directly from the accident followed by a cop, since it was less than a quarter mile away from the shop. They told me they could not just remove the bumper and fix repairs. At the accident the traction control light and the power steering light went on, and the steering was not right at the accident, however I thought maybe because the steering was rubbing on the bumper. From that point on did not drive the truck was not drivable. ****** had it AAA towed to friends house who recommended that I go to Acess Auto Too. Where I had the truck AAA to. So No, I was not driving it. That was July 5th. At that point they told me 3 weeks to even look at it. When they did look at it was told the bumper had to be fixed before they could fix it as the bumper damage was obstructing. Then it went to Costas for 2 months where the bumper was soppsidly repaired. Which I still have not seen. And costas is a body shep not a mechanic shop and cant repair those damages. So Now October 7th. Truck goes back to Access Auto Too where they tell me 3 weeks our again. Nothing is said about ***** the insurance Adjuster denying repairs,  Acess auto just kept saying for another 3 weeks that my insurance has not responded to them not that they were not covering the damages. I contact my insurance and they have no Idea what Access Auto is talking about. They sent me links and phone numbers to give to Acess Auto Too, as they are waiting for a supplemental form from Access Auto, all repairs are approved they are just waiting for the supplemental form. Now it is December 10th 5 months later. I am considering small claims court. As I have been paying for a rental car and Uber rides for 5 months now. When I was there last week, she said they had the part but may take a few more weeks, the shop got busy. I looked at her and asked but has my truck been here for 2 months on that waiting list? She smiled and said we will get to it as soon as we can. I just left, however, I have been listening to that excuse for 2 months now and no longer trust that answer. As well as them blaming my insurance company. Meanwhile I was in constant communication with my insurance, and none of the claims were ever denied, they just needed a supplemental form. Which I told Access Auto 3 times before they even tried to contact my insurance. 

  Access Auto is trying to lie to make themselves feel better and save their name. The events listed in this message is how things REALLY HAPPENED.

   

  

  Business Response

  Date: 12/15/2023

  IN RESPONSE TO ***** LAST MESSAGE - COMPLAINT# ********

  ALL INFORMATION AND FACTS I PROVIDED IN MY INITIAL RESPONSE ARE ALL OFF OF DOCUMENTED PAPERWORK, I STAND BY MY FIRST RESPONSE.  

  IN THE **** SINCE WRITING MY RESPONSE - I HAVE TALKED TO THE INSURANCE ADJUSTERS, ***** AND ****, THEY APPEAR TO BE ON THE SAME ****LINE I PROVIDED IN MY FIRST RESPONSE. I'VE TALKED TO **** AND GAVE HER AN UPDATE ON HER VEHICLE (SHE CALLED ACCESS TO CHECK IN). I TALKED TO THE INSURANCE COMPANY, GOT PAYMENT STRAIGHTENED OUT AND PROCESSED. JILLS ***** REPAIRS WERE COMPLETED YESTERDAY (12/14/23) AND BROUGHT TO ******** TIRE TO GET AN ALIGNMENT (WE DO NOT DO ALIGNMENTS AT THIS FACITILTY). WE JUST GOT THE ***** BACK HERE (12/15/23) AND SHE JUST GOT A PHONE CALL THAT HER VEHICLE IS ALL SET FOR PICK UP. 

  THANK YOU.