Complaints

This profile includes complaints for AshTown Collision's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AshTown Collision

  37 Main St Spencer, MA 01562-2134

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  AshTown Collision

  27 Canterbury St Worcester, MA 01610-1703

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:06/28/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  The amount was $2342.80 for the complete job to be done on the front end of our 2016 Jeep Cherokee Latitude. First payment we made by check was on 3/25/24 for $1450.00 and the second check was when we picked up the car on 4/16/24 for the balance that was owed. We picked up the vehicle on 4/16/24 and noticed the check engine light was on. We brought this to there attention and told us to bring it back when we had a day off so they can fix it. We brought the Jeep back on 6/24/24 and they checked it out and found out the adapter in the front bumper was not plugged in. They plugged it in and the light still wouldn't go off. We brought this to their attention again and they said we will take care of it for the cost of the company and not us. We brought it back today 6/28/24 and they refuse to repair the damage that they caused, and they expect us to cover it when they have already been paid for the entire job that was done on the front end of our vehicle.

  Business Response

  Date: 07/01/2024

  customer brought there vehicle for repairs to the right front  to be repaired insurance claim. vehicle was repaired per insurance standard at time of completion customer needed there vehicle badly so as a courtesy the techs speed up the process to accommodate the need of the customer. after reassembly of the vehicle  the tech noticed that there was a check engine light was on. it was brought to the attention of the customer to further diagnose the problem. customer spoke directly with the tech and was made aware of the problem which was the active grille shutter, customer asked if it was going to effect the drivability of there vehicle tech told no but its best for us to keep the car to make sure the check engine light was taken care of. customer insisted  on taking the vehicle and bringing it back for us to check the problem when their state inspection is due. customer contacted the shop and we made an appointment for June,17th vehicle was looked at tech noticed the active grille was unplugged it was plugged back in code was reset(THIS WAS NOT A PART OF THE INSURACE  CLAIM) customer again was made aware of the issue and was given a solution to the problem with a fix. next day customer reached out stating that items were missing from their vehicle like change from cup holder with a quarter left behind, along was and ipod and an empty laundry card. customer was called by shop owner to resolve all matters after business hours a date was agreed for JUNE,26,2024 customer came over to resolve all matters but focused on only the missing items and not on the active grille. there was only one tech  that touched their vehicle the tech was brought in for the conversation customer concluded that the tech did not take the missing items but put their attention was on the shop owners kids as they would have taking those missing items when questioned as far as the only one person that touched vehicle was in clear the customer got upset and stormed out with out us being able to resolve the original complaints.   

  Customer Answer

  Date: 07/01/2024

   
  Complaint:********
  
  I am rejecting this response because: Owner said nothing about fixing the mistake they caused to myself or my wife after I walked out of the business. Owner took no responsibility for their mistake, and just focused on playing the race card when it came to his kids or their friends stealing from my vehicle. I don't know what point he was trying to make, because my teenage son's are half black and white. All his focus was on was saying how he raised his kids right, and said nothing about fixing the problem that they caused. Now I have to take my vehicle some place else to fix the problem that they caused in the first place. Took it here because of my cousin and I thought I could trust them with my vehicle, but come to find out that they just ****** moused what was wrong in the first place. I pointed out this problem when I picked my vehicle up the first time and had already gave the rental back. I told them if it wasn't the adapter it could have been a bad wire, or the motor in general and basically it went on deaf ears. Owner basically was doing a couple different things at the time we were telling him our concerns. Now by them causing this problem I have to take money out of my pocket and go some where else to get it fixed right, as well as getting the back done on the vehicle as well from another accident. Like I said owner never acknowledge that they would fix their mistake he was just focused on thinking we were being racists calling out his kids for stealing things from our vehicle. I would over to take a lie detector and prove my things were stolen while my vehicle was in there possession. The insurance company paid over 4K for them to fix the problems with the front end, but not everything was fixed and owner now wants us to pay out of pocket for there mistake.
  
  Sincerely,
  
  *************************