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:05/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  March 29, 2023 My son had a car accident, we notified ************************ they arrived and took the car to Sunset Collision Center, which is one of their affiliates, as per their recommendation. The car has been sitting at the center until now. Every two weeks, they tell ** the car is ready and two days before the deadline, they text me claiming that the car is not ready due to a missing part that they ordered (i.e., left belt and retractor). I called ************* in *********, ** and they told me that we can order it and it will arrive in two to four weeks. I contacted the collision center and they refused my suggestion for me to go and get the part for them. They use ***** West at Sahara, which is one of the worst companies in the state. I went to the collision center on May 10, 2023 to check on the car and I found it in a miserable condition. Attached are pictures of how dirty the interior is. I asked them, "Why didn't you cover the furniture" and they told me, "We don't do that. This is how we operate." The cost of the repair is $11,750 and that is how they treat my car. We are tired of waiting for their promises to finish the car and they already told ** that it might be delayed for further two-week iterations and we do not know when they will finish with the vehicle. This vehicle is for a college student and he needs it for transportation to college. We also found a number of problems that they have not tended to in and around the car, which is contradictory to their statement that the only thing left to fix is the seat belt retractor. ********** and ************* informed me that the price was $325 for the retractor, but the collision center refuses to use them as a means to get the part. There are many places that you can purchase the part and they cannot just keep the car forever. Attached is the miserable state of the interior and unfinished repairs, which they claimed to have already finished. You can check online to buy the part - it's everywhere.

• Initial Complaint

  Date:03/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Sunset Collision, **********************************************************, was hired to repair my car. I was given an estimate of $900 and asked to pay $700 up front. Because the repair estimate was under $1000, I chose to not involve my insurance. About a week later, I was asked to drop off my car off Monday morning and that the repairs would take two days. I called on following Thursday and was told they ordered wrong parts and they would arrive following Monday. I called Tuesday and was told parts had not arrived. I was further informed the estimate for repairs had increased to $1100. Called Thursday at 1pm and was told I would get a call back. I called again at 3pm and was told parts may arrive tomorrow but the lady was unsure when I would get my car back. She said all individuals who could answer my questions had gone home even though they are stated to be open until 5pm. I seek resolution. I want my car repaired and returned to me. What was suppose to be two days has stretched into two weeks and Sunset Collision is either unable or unwilling to answer timeline of cost questions.

• Initial Complaint

  Date:09/16/2022

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Collision center was assigned by GEICO to conduct auto repair on vehicle (2013 Chrystler 200). The vehicle entered service on 7/27/2022 for repairs caused by rear end collision. On 9/15/2022 Sunset Collision Center contacted me that the vehicle was ready to be picked up. Upon arrival to receieve the vehicle it was not ready and they were still completing final touches on the vehicle. I inspected the vehicle for damages before leaving and all damages looked to be repaired. Upon arriving at my home I exited out of the drivers side, walked around the back of the vehicle and noticed the bottom of the rear bumper was melted (pictures attached) and the side clips were detached. I notified GEICO of the damages and called Sunset Collision Center but had to leave a message. I was instructed by ***** to return to Sunset Collision Center the next day. At 8:00am I called Sunset Collision and spoke to ********. She told me to bring the vehicle back in. Upon arrival ******** looked at the vehicle and told me she was going to get the mechanic that worked on the vehicle. The mechanic looked at the vehicle and said, "This shouldn't have happened," he tugged on the bumper dislodging it more. ******** then went to get the owner of Sunset Collision Center. The owner then accused me of getting into an accident. The vehicle was only driven to and from Sunset Collision Center since retrieval. I attempted to explain that the car was not in an accident since picking it up that the damaged are being caused by the exhaust melting the bumper. Owner of shop told me he would not fix it and told me to "Get off his property," and that he was going to call the police and have the car towed if I didn't. The police then showed up, two officer showed up, one spoke with the owner and one spoke with me. The officer advised me to just leave and let GEICO handle the situation. I then left to return to my home and upon arriving I inspected the vehicle and found the damage to be worse.