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:02/10/2025

  Type:Order 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.

  My car was repossessed by this third party and damaged while the process. I followed the instructions although I was recovering from two surgeries. Do to these surgeries I requested a payment deferred from my finance verbally , signed and mailed a letter they sent and unfortunately they never received it and I found my self in the same situation. The towing company requested 3 different estimates, and they are not free. I am not currently working do to the recovery of my surgeries. According to N.Y state law 1 estimate should suffice. I need my car fixed please and I dont want to call these people again about it.

  Business Response

  Date: 03/04/2025

  Back on October 10, 2024, the complaint came in from ******** ****** that there was damage done to her car when we obtained her vehicle on 9/29/2024. On October 17, 2024, we requested from Gisselle to provide 3 written estimates from 3 different body shops of her choosing. She stated back as you can see in the email on October 22, 2024 she only provided one estimate. On October 23, 2024, sent correspondence back about when we spoke to ******** on the phone and the first correspondence the company requires 3 estimates so we can proceed with getting her car fixed. We offered to give her additional names for body shops that we know are reputable and don't charge fees for estimates. We asked that as soon as she gets them to email them over. On October 23, 2024, ******** responded back saying she didn't like reviews of other body shops; she googled and Northside Auto Body was recommended to her and at this point she would prefer her car to be in their hands. On Oct 23, 2024 we requested again for two more additional quotes to complete what our company's policy requires. ******** never responded back after that. We left the complaint open until January 15, 2025 then closed out the complaint, since we didn't hear back from her. On January 26, 2025 we obtained her car again and when she picked her car up on February 7, 2025 she mentioned that she wanted her car fixed. We let ******** know that we never received the additional quotes and we closed out the complaint since we didn't hear back from her for over 90 days.******** also signed a redemption release both times not holding us accountable for any damages. ******** didn't write a complaint on either form. Our company requires three estimates to make sure the amount is reasonably expected to satisfactorily repair the damage, which nothing in New State Law states that we can't require that as company policy for our own protection. Our company has policies in place when a car comes in and if the driver does need to report to their manager as soon as it happens. There was no report from our driver that there was any damage done to this particular vehicle. 

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The business never said there was a time period to get the estimates. I had two foot surgeries as I explained to them and I couldnt get around with ease. When I explained to the manager that i had went and got an estimate from Northside Auto body, and went to other body shops and there was either a too long of a wait problem or they charge and that I couldnt not get around because I had to be driven around because of the right foot surgery, she said that the companies policy was to get the three estimates not once mentioning that I had an specific time frame to do it by. Now the manager is claiming she gave me suggestions on autobody shops? She offered which to me is completely different. Therefore,That statement is a lie. Most importantly,My vehicle was not damage prior to the recovery, the manager DID NOT inform me of a time frame, and the only papers I signed was release papers of my vehicle. I worked very hard to keep my vehicle and for the time that I have had it try to be responsible with the care of it. I do not have the money that costs to fix it and I do Not believe I should be the one to pay for it. If my car has to stay that way then I want to make sure that something like this does not happen to someone else. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ******