Complaints
This profile includes complaints for LaMettry's Collision, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:01/31/2024
Type: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.
In September of 2023 IU was in a car accident. The other motorist decided to change lanes and I dont think she saw me. The impact damaged the car behind the passenger seat and blew out a tire. After the tire was replaced the car was drivable but since our insurance covered it we decided to repair it. Our insurance company had a list of businesses that they felt were reputable. La Mettrys in Lakeville was on the list and close to our home. We contacted them. At the time the *** was on strike and La Mettrys said they could not get the parts. They would call us when the parts were available. We were called and told to bring the car in January 9 which we did. This is the frustrating part. We heard nothing about when the car would be ready. The next week they called and said the car had some internal damage and they had to contact our insurance and to get an ok to the repair since the car is 9 years old. The next week we called and were told the necessary parts would arrive Friday. Ok Finally the next week we called and were told the car could be done mid week or on Friday. Even though they had estimated the number of hours it would take to repair it for the insurance company they could not tell us when the car would be done.. now they say next week. At this point I have been without a carand I live in a rural area. For almost a month. This is entirely unacceptable!!!! I observed a large parking lot at La Mettrys full of cars. It was difficult to find a space to park. My feeling is that they take in many more damaged cars than they can work on. As a consequence people like me have to wait an unacceptable amount of time to get their car back repaired. This is a terrible business practice and once you have given them the car you have no alternative but to wait for the repair and they know it. I will NEVER do business with them again. Thank you for your consideration.
Business Response
Date: 02/01/2024
We regret the delays in the repair to customer's vehicle. Without being too technical, the parts we needed to repair the vehicle (door assembly, quarter panel uniside section) were priced at a level that could turn the customer's claim into a total loss. When the customer dropped off the vehicle, we sent our initial repair analysis to ************************* for approval. We received authorization from American Family that the repair price was approved (which included door replacement and quarter panel uniside section replacement), but the total price was within $1,500 of pushing the claim to a total loss. ********'s had to be extremely careful not to order the quarter panel uniside assembly until we knew the vehicle claim would not turn into to a total loss with the expensive parts needing to be replaced. Once we received the approval for repairs from American Family, we did immediately order the quarter panel uniside assembly (this created the delay customer is referring to). Due to the fact we can't return sheet metal parts (quarter panel uniside) in some instances, we must be diligent in our pre-repair analysis to avoid the vehicle claim turning into a total loss.
We understand this process is difficult for customers to understand and creates repair delays that inconvenience the customer. We are prioritizing this vehicle repair to get it back to our customer ASAP. We will also have a $50 gift card for our customer at delivery for our failure to communicate the above information upon pre-repair analysis of the vehicle. Our apologies that this experience was not acceptable to the customer, better communication and educating the customer would have gone a long ways to making this situation better. We will learn from this and the customer's experience will be used to train our staff on the importance of better communication.
Thank You
Initial Complaint
Date:12/05/2023
Type: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 dropped my car off to have a dent from a rock repaired after them having my car for a week I got an email from my insurance saying part of the repair was not covered come to find out that at some point after dropping my car off there was an additional dent on my car so I called and no one could tell me what happened and how it got there they did get it repaired but I was disappointed that no one could tell me what happened to my car while In there possession they had my car for almost two weeks during that time i had to call and get a rental car extension because it was taking longer than it should have upon receiving my car it was not starting the same and now is in the dealership getting looked at because it wont start thought about contacting lamettrys but after the service I received and the lack of answer I don't feel comfortable bringing my car to themBusiness Response
Date: 12/06/2023
LaMettry's ************ did repair the dent the customer felt was not on the vehicle upon drop off. LaMettry's did not charge the customer for this dent removal, though our records (photos and initial inspection) show the dent was there when vehicle was taken into the shop.
Please provide diagnosis of starting issue when receiving report from dealership. We would be happy to review if the issue was possibly a result of time in our shop.
We apologize for any inconvenience and hope to work with our customer to resolve any concerns.
Thank You
***********************
CFO, LaMettry's Collision, Inc.
************
**********************************
Customer Answer
Date: 12/09/2023
I am rejecting this response because:
The dent was not there when I dropped my car off ,me and an employee did walk around the vehicle before I left but no photos were taken, I only found out about the additional damage after receiving an email from my ***************** after my car was there for seven days I was sent the photos of the damage that were taken almost 2 hours after I left my car at the shop ,after taken my car to the dealership I was informed my battery had a bad cell from being uncharged for to long ,I also had to get an extension on my rental because of the extra time they had my car trying to get approval to fix the extra damageBusiness Response
Date: 12/11/2023
The damage (dent) was repaired at no charge, I am not sure what the customer is asking us to do??
**************** issue the customer is referring to should have some type of report from the dealership. Can we get a copy of the diagnosis report from the dealership? Battery cell damage from undercharged battery is not consistent with our experience, we would like to know more.
Thank You
Initial Complaint
Date:03/30/2023
Type: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.
We had our ******* Santa Fe into the business for repairs due to collision damage. My wife specified that the back of the vehicle was involved in the incident that caused the collision damage, but the back of the vehicle was not repaired, though other areas of the vehicle were fixed. Hence, if the vehicle's back could be fixed at minimal or no cost, that would be great. Thank you.Business Response
Date: 03/31/2023
Thank you for reaching out to us on the repairs to the ***** ********* ********************* noted on their estimate that rear bumper scrape was prior damage, not related to the insurance claim, so the cost of the repairs were not covered. However, ********'s would be happy to offer repairs to the damage Progressive Ins. would not cover, at a discounted price for our customer. There are no notes in our file that directed us to repair this damage at the customer's expense while the vehicle was in our shop. We apologize if there was any miscommunication on our part. Please reach out to me to set up a time to stop by so we can review the needed repairs. Thank You. ***********************, CFO LaMettry's Collision Inc. ************ **********************************Initial Complaint
Date:12/09/2022
Type: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.
Dropped my car at ******************************** off on 10/27/22 to have some body work performed Received a call from *********************** in early November stating that someone had stolen the radio out of my dash several days earlier. ***** informed me at that time that since it was an aftermarket they would likely bring it to Best Buy to have it replaced. I told him that was fine so long as I am made whole. I offered to provide him with a copy of the receipt from when it was purchased so he would know what radio was in there.Called ***** several days later to provide him the receipt and he hinted that they would now NOT be covering the repairs and I would need to claim it on my insurance. Received a v/m from ***** on 11/29 confirming they would not be covering the repairs. Told me I had signed a waiver. I asked him to send me a copy of the waiver, which he did. At that time I also asked if he had called the police and filed a report and he said no. I instructed him to at least do that. Spoke to the ********** police and was given case number ******** by officer ********* Officer ******** also informed me that ********'s does not have cameras in their lot to help identify who may have taken the radio. Expressed his surprise that this is the case. I later learned through my own observations that *********'s does not have a fence or lighting to help protect the vehicles in their lot either. My feeling is that if ********'s is going to require me to sign a waiver before they will take my car, they should provide one of 3 things.1.) provide at least SOME form of protection to my vehicle. There was no damage to the vehicle itself when this happened so I do not even know if it was locked. For all I know an employee could have done this.2.) verbally explain the level of protection they will be providing (which is none) when on their lot for up to several weeks at a time. (mine was there 6 weeks).3.) Cover the cost of the repair on their own insurance.Business Response
Date: 12/14/2022
LaMettry's is not responsible for theft damage on our lot during the repair process. We advise our customers of this policy when leaving the vehicle in our possession. Theft losses, weather related losses (example hail, wind, etc.), or other losses to customer vehicles that are out of our control, or not the result of LaMettry's negligence, are directed to customer's auto policy. Thank You.
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