Complaints

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

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  CollisionRight, LLC

  6767 Longshore St Ste 400 Dublin, OH 43017-2958

  
• 

  Buckeye Collision Service, Inc.

  1770 Harding Hwy E Marion, OH 43302-8527

  
• 

  City Collision

  3015 Liberty Ave Pittsburgh, PA 15201

  
• 

  Centerline Collision

  3610 Willow Ave # 20 Pittsburgh, PA 15234

  
• 

  Centerline Collision

  4995 Old Clairton Rd Pleasant Hills, PA 15236

  

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:07/05/2025

  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.

  The company detailed my vehicle when it was in their possession to be repaired. The vehicle did not get repaired at that time, but the company detailed my vehicle. During the detailing, they scraped the paint off of the car causing damage and then rust formed. When I picked up my vehicle, it was pouring down raining, and they failed to notify me of the damage. When I noticed the damage and notified them, ***** looked at the damage and told me that it did not happen at their shop, and I could speak with the manager if I wanted to. The manager ***** looked at the vehicle and admitted the damage happened there. She was happy to let me know that they could do a touch up of paint, but it would not fix the rust that was a result of the damage. I filed a claim with my insurance company state farm, and they denied the claim and did not pay me any funds towards fixing the damage caused by one of their top 3 contracted companies. Auto pride put touch up paint on the car, but it looks terrible. The paint was not the same color of the vehicle, and the rust still shows. They didn't even care enough to do a rust treatment. There were also other scratches that happened while the vehicle was being detailed and in their possession that was not fixed. I am an unhappy consumer. I pay $251 each month for car insurance, and I've been with the company for 7 years. Its only right that my vehicle be fixed. I trusted autopride to repair my vehicle, and they damaged it and lied to my face about it. I would like the part that was damaged with rust repaired corrected by being replaced or to be compensated for the work to be done.

  

  Business Response

  Date: 07/08/2025

  Business states:

  This customer came in for a chip in her windshield and a crack in her grille.  We replaced the grille and fixed the chip in her windshield that state farm asked us to do because it was only a chip. The Customer wasnt happy with just fixing the chip so she called State farm and made them replace her windshield.  When the customer came in to have the windshield replaced, it was the wrong windshield.  As a courtesy, we detailed the vehicle and made sure to have our glass guy go to her house to put her windshield in so she did not have to come to the shop again because of the mix up.  She had a Rust spot on her right quarter panel which no one notice that a piece of paint had probably came off of the quarter panel when the *** washed her vehicle.  When she called and said we scratched her vehicle ***** asked her to bring in the vehicle so we could take a look at what she was talking about.  ***** went out and looked at her vehicle first and he informed her that we did not cause rust on her vehicle because she said the rust was not there when she brought her vehicle into our shop.  ***** then came and got me to take a look at the vehicle.  When I went out I saw that a piece of paint had come off from the rust spot that was all ready on her vehicle. I told her what might have happened when my clean up guys washed her vehicle, and that I could touch the spot up for her but we did not cause the rust on her vehicle and explained to her how rust works.The customer then told me I would have to fix it.  I showed her the picture of her vehicle when she brought it in.  It is visible in the picture, on the quarter panel, right lower side of the fuel door.

  
  
   
  
  
   
  
   
  
  
  
  

  Customer Answer

  Date: 07/08/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23560284
  
  I am rejecting this response because: There was no rust on my vehicle whatsoever when I left the vehicle in their possession. Their machine damaged my vehicle by scraping the paint off, and as a result,  rust formed. Rust can form after damage is done to a vehicle. They did not properly take care of the vehicle when it was in their possession or while detailing it. There was no review of the vehicle prior to it being returned,  and there was no notification of the damage. There was no rust treatment done or repair to prevent more damage during the time of the detailing, and because of the excessive rain after the damage they caused, it caused rust to form. I did ask statefarm to replace the windshield because it had scratches on it that were obstructing my view. Autopride Collision told me that I should go home and throw a rock in the middle of the windshield so that the damage will result in statefarm replacing the windshield. Instead of lying and filing a false claim like autopride advised, I told them that the windshield was still scratched, and I had issues seeing. They rightfully replaced the windshield as I have been a customer with them for 8 years without missing a payment or making a late payment.

  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:06/30/2025

  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.

  I had a 2025 ****** Corolla that got into an accident on April 23, 2025 and my insurance, Progressive, told me to take it to ******** Body shop on April 28, 2025. They kept the car until may 15th and when we picked it up that day it had no coolant and the ac which is the main thing they replaced didnt work. I have an app for my car and can see if they are driving it so Im confused how they drove it like that at all. The paint was also messed up. I called them and let them know and they told me to bring it back the next day. I did and they fixed everything while I waited 3 hours. He gave me a report stating they recharged the ac. On June 27, 2025 the paint they fixed chipped off as well as a spot on top of my hood and front fender. And the ac leaked a river of water. The hood also does not open when the latch is pressed. I called them and they asked me to bring it up on June 30th, 2025. I did and he wanted to walk me around the car to inspect the damages I was talking about, and as I showed him he told me it was from rocks or being door dinged. The spots of paint are literally right where the pieces they fixed meet at. He then told me the ac wasnt loud and that it was the engine but either way it shouldnt be loud it is a brand new car and they ordered brand new ****** parts. They also helped themselves to my drinks and snacks I keep for work instead of actually fixing my car.

  

  Business Response

  Date: 07/08/2025

  Business stated the customer was upset when they spoke with them last week, they had a list of complaints, and they did a walk around of the vehicle to get an understanding of the problems so we could get them taken care of. Customer stated that the A/C was loud but could never explain the noise so they showed the business how the car runs rough when the A/C is on then turned it off and it ran better. Business explained that when the A/C compressor comes on that it puts more drag on the motor so its will idle up and the cooling fan will also come on.  Customer then stated it was making noise and said it was leaking. The leaking was water coming out of the drain tube from the compressor and that was normal. Business only replaced the A/C condenser and the freon. There was a rock chip on the hood and a scuff on the passenger fender and business offered to take care of them, but customer declined and said they would take it to the dealer and have them look at it. Business states that they never took any drinks or snacks from the vehicle, only cleaned out the trash once the repair was complete. When the car left the coolant was full. Business states there is still a delay in getting parts, especially since it's a 2025; the delay was longer.

• Initial Complaint

  Date:06/13/2025

  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.

  I took my Tesla to them for repairs. ***** ******* gave me a quote on 5/30/2025 for $2645.88 and had me sign documents to proceed with repairs. There was a separate quote for some additional damage, which I told him not to proceed. When I went in today to pick up the car, he wanted $200 in excess of the agreed quote. He had not informed me of any reason to increase the cost above what was agreed to. After much haggling, he agreed to decrease it by $100 and I paid him $2738.80. Before I paid, I went out to inspect the car and found that inside passenger door panel was cracked. I pointed out, it was not broken at the time of drop off. He stated that it was not his doing and will not do anything about it. (Car was in his custody all this while). Lacking any options, I paid and picked up my car. I straight away went to ***** to complain, since they are supposedly '***** certified'. They said, they couldn't do anything but did give me a quote of $559.35 to rectify the damage and replace part # *******-21-A. The person responsible at Precision Collision is ***** *******. Total he owes me is $669.35.

  

  Business Response

  Date: 06/23/2025

  The estimate was given in April and between then and when he had his car fixed the price of the parts went up. 

  Please see the attached estimate which states clearly:
  
  The price estimate provided only serves as an estimate and is non-binding in nature. This estimate is based on our
  visual inspection and does not cover additional parts and/or labor that may be required after the work has been
   started. In most cases, additional parts and/or labor are required to fully repair a vehicle. Parts prices subject to
   change due to manufacturer's price increases.

  The door panel was damaged when the customer brought the car in and the business was assisting the customer with an insurance claim.  They showed the damage to the customer and he stated he had a $5000 deductible and that he does not drive the car; his daughter does.  At this time, the customer accused the business of damaging his car.   Business did not damage car.
   

   

  Customer Answer

  Date: 06/23/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23465965
  
  I am rejecting this response because: 

  ***** ******* made me sign the document estimate, if it was necessary to increase the price, at least he should have called me.

  They are flat out lying. ***** ******* did a sloppy job and damaged the door panel. It was not damaged when I dropped it off. 

  I will proceed with other options available to me as the company is not interested in resolving it amicably.

  
  Regards,
  
  **** ****

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 came in for a quote on 4/24 I brought my car in on 5/12- supposed to get it back 5/14. Did not get it until 5/21. No one called me. No one reached out. Absolutely no contact. Then they didnt do what I paid for. They fixed my bumper, but part of my quote, that I paid in full, was my washer fluid reservoir. Once I realized it was not done. I went back up there to talk to someone. It was a different guy that I spoke to last, and he was very loud and aggressive. When I told him I paid for it, he said it was not on their paper work and then when I asked if I needed to get the BBB involved or a lawyer, he crumbled up my paperwork- hit me in the face with it- and then threatened to call the police on me. (He did not call the police, I went by the ************************************* and they told me no one called. I am planning on taking this to small claims court. But the police department recommended I reach out to you all and my lawyer first. I feel cheated, robbed, and I was treated as if I was in the wrong. Im *************************************************************************** good condition. And this is what happens to me. I was assaulted. The paper did not hurt. But I was struck in the face with my own quote- that I HAD ALREADY PAID. And of course I am upset. I paid for something that was not completed. I did not get this mans name, as every time I went in there they just handed me off to another person. But he was extremely loud and overweight. My quote was for a little over 1800. 200+ of those dollars were for my washer fluid **** which he said was not on their paper work. How is it on my quote but not yours?At the end of the day I was robbed. Assaulted. And treated terrible. This was my first time fixing my own car. My first wreck. This has been a terrible experience for me. Im sure no one really cares. Life happens. But I would never treat someone how I was just treated. I hope he is fired or given training on how to talk to people.

  

  Business Response

  Date: 05/29/2025

  Please see the breakdown of charges.

  There is no charge for the washer fluid reservoir.

  Customer Answer

  Date: 05/29/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23387423
  
  I am rejecting this response because: 

  In the attachment above you will see my original quote and my final bill of sale. My quote was given to me on 4/24 and the final bill of sale was given to me after they swiped my credit card as payment on 5/21. They originally said the job would be done by 5/15, but I understand that things happen, and delays are a part of that. These were the only pieces of paper that I was given by anyone who worked in this body shop. I had little to no communication about anything to do with my car while they had it. After 2 days of having my car back I realized it was still empty on washer fluid. i went by the local ********* and they informed my that my reservoir was still broken and was not replaced. 

  It would have been a different story if they called or told me they could not do this part of the job, and my bill reflected this job being taken from the overall bumper repair. However, no one ever said anything like this to me. My final bill, which was given to me after I paid for these services, clearly shows over $100.00 USD for parts on the washer fluid reservoir, along with 0.7 hour of labor time. I paid for this to be completed. I would have gone elsewhere if they were not able to complete this part of the job as I already had quotes under $2,000 to do this job in its entirety. 

  When I went back up to the shop to tell them they did not do this part of the job, I was instantly approached by a larger man that I never got the name of. He cussed me out, yelled at me, and said I was a "fucking idiot". He did not get aggressive until I said I was going to contact my lawyer, which is a reasonable response to being swindled out of something you paid for. This man threw my receipt back in my face, before threatening to call the police on me. (Of course, he did not call the police.) I went straight to the ************************************** and talked to a sergeant for a little under 30 minutes. He explained to me that I had proof that I was charged for a service that was not completed and then recommended me to reach out to you all. 

  I hope this explains thoroughly. 

  
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 06/03/2025

  The regional manager will be reaching out to you concerning this issue.  It was discovered that you were indeed charged incorrectly and we are looking forward to resolving this problem.  

  Customer Answer

  Date: 06/04/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23387423
  
  I am rejecting this response because: They responded to my last message, saying someone was going to reach out. I have not heard from anyone and they did not even acknowledge that I was assaulted by one of their workers and treated horribly. They said they would reach out soon to talk about how I was charged incorrectly, but no one has called. It says I must accept or reject their offer within 7 days. Should I just reject the statement again if no one calls me back? 
  Thanks in advance for your help and advice.
  
  Regards,
  
  ******* ****

  

  Business Response

  Date: 06/05/2025

  Business stated contact was made on 6/4 and consumer is going to get repair done at the ****** Location.

  Customer Answer

  Date: 06/13/2025

  You can mark my case as resolved. They fixed my car today

• Initial Complaint

  Date:04/11/2025

  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.

  04/3/2025 I took my car for damage in front of my vehicle. They are fraudulent. They told the insurance company more damage that wasnt involved in the accident. They try to get more money out of the insurance company instead of being honest. They wanted to total out my vehicle when it wasnt totaled. I can only imagine how many insurance companies they overcharged to get money. They will never used them again.

  

  Business Response

  Date: 04/18/2025

  The estimate detailing all the damage, along with a screenshot from ********, their insurance company, confirming the total loss status is attached. The repair estimate was over $10,000, while the vehicle's value is approximately $7,000, which is why the insurance company deemed it a total loss. Ultimately, the customer decided to cancel the claim to avoid the total loss designation.
  
   

• Initial Complaint

  Date:03/19/2025

  Type:Customer Service 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.

  am reaching out regarding a distressing situation following my car accident on October 29. I entrusted my vehicle to Tripps collision repair shop, where it remained from that date until December 31 for repairs. During this time, I was forced to rent a car from Enterprise to manage my daily needs.When I contacted the collision shop about the increasing rental charges, ********* assured me that they would cover these costs due to ongoing issues with their business license. This promise provided me with some relief, as I believed I wouldnt have to worry about the financial burden of the rental fees.However, I was recently shocked to find a charge on my credit card from the rental company, which I received two months after the repairs were completed and after the supposed agreement that they would cover the costs. When I reached out to the collision shop, they informed me that they would only cover up to $500, a critical detail that was never communicated to me during our conversations. If I had known this sooner, I would have gladly paid the rental costs myself. Instead, I feel misled and overwhelmed, as I have no documentation indicating this limit. I called Tripps Auto collision several times to get an explanation as to why they changed the agreement, I never got an answer or call back. I went into the office to speak to ****** but ********* said he doesn't work there anymore and that the other manager was in a meeting for 2 hours. I told her that's fine. It wasn't 20mins after leaving the office. I get a call back from a regional manager basically telling me, "Yeah sorry about that. Our manager decided to only cover 500. Good luck to" The emotional strain of this situation is taking a toll on me, and I am desperate for a resolution. I firmly believe the collision shop should take responsibility for the rental fees they initially promised to cover 2 months ago. I would greatly appreciate any assistance or support in addressing this matter.

  

  Business Response

  Date: 03/21/2025

  The business stated that the customer was informed several times about the maximum contribution to the rental at $500.  

• Initial Complaint

  Date:11/05/2024

  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.

  I am reaching out once again regarding the repairs to my vehicle, which remain incomplete despite this being my fourth visit to your shop. The ongoing issues with leaks and the door not functioning correctly are unacceptable and contrary to the standards of service that Maryland law requires repair shops to uphold.Under the Maryland Consumer Protection Act, repair facilities have a duty to deliver services that meet clear and consistent standards of quality. Maryland law specifically mandates that vehicles involved in accidents must be returned to their pre-accident condition. This includes ensuring that all mechanical, safety, and cosmetic aspects of the vehicle are fully restored. Given that I have already made multiple attempts to have these repairs addressed, it is evident that the work performed thus far has not met these required standards.Additionally, Maryland law recognizes that customers should not have to bear the burden of repeated, failed attempts to obtain the services they have paid for. If these issues are not resolved to my satisfaction, I may have grounds to pursue legal action to enforce compliance. Under Maryland law, your shop could also be held liable for any legal expenses, including attorneys fees and court costs, should this situation require escalation.This is now the fourth attempt to address these same issues, and I expect that this will be the final time my vehicle requires repair for these problems. Please confirm a definitive plan to correct these issues fully and restore my vehicle to its pre-accident condition as required by law.Thank you for your prompt attention to this matter. I look forward to a satisfactory resolution without the need for further inconvenience.

  

  Business Response

  Date: 11/07/2024

  
  Ms. ****** reached out to inform us that her van is leaking and she is still experiencing issues with the sliding door. This is after she had already returned once before, and we sent it to the dealer for diagnosis, where they found nothing wrong with the door. When she arrived, she mentioned that the door was still problematic and that her van was leaking oil badly. We assured her that we would re-examine the door and check the oil leak.

  
  The next day, we had a technician diagnose the issues. He found that the door was functioning normally, but the tracks were filled with rocks, food, and debris. We cleaned and power washed the tracks, added fresh grease, and the door now functions properly. Regarding the oil leak, we put the van on a lift and determined that it was leaking badly from the rear main seal between the engine and transmission, but the issue is not related to the accident. We sent the vehicle to a dealership for a second opinion at Traveler's *********** request. Today, we received the dealership's findings, which confirmed that the oil leak and door issue is not related to the accident.

  
  

  

  Business Response

  Date: 11/07/2024

  Ms. ****** informed us that her van is leaking and still has issues with the sliding door. After a previous visit and a dealer diagnosis found nothing wrong, she returned with the same complaints. We re-examined the door and oil leak. Our technician found the door tracks filled with debris, which we cleaned, and the door now functions properly. The oil leak, from the rear main seal, is unrelated to the accident.

  Customer Answer

  Date: 11/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22518829
  
  I am rejecting this response because: SDR is providing false information to avoid being sued for negligence. 
  
  Subject: Formal Complaint Against Collision Right/SDR Auto Body Repair Shop
  
  
  Dear Better Business Bureau,
  
  
  I am writing to formally file a complaint against Collision Right/SDR for their substandard and negligent auto repair services. My experience with this shop has been an absolute disaster, and their inability to address critical issues has caused me significant inconvenience and stress.
  
  
  Key Issues:
  
  
  1.Failure to Fix Issues from the Initial Claim:
  The leak in my car was part of the original claim submitted to *** and the insurance company. Despite providing clear proof that this issue was documented from day one, the leak remains unfixed.
  Before the accident, my vehicles doors worked perfectly, there was no fluid leak, the engine light was not on, and the car did not make unusual noises. All these issues were reported to *** and the insurance company after the accident, yet *** has failed to address them properly.

  
  2.Use of Damaged and Substandard Parts:
  Instead of replacing my damaged doors with new or adequate parts, SDR installed used doors, which is unacceptable.

  
  3.Poor Workmanship Leading to Safety Hazards:
  SDR installed the door and window mechanisms upside down, which is an obvious example of careless and negligent workmanship.
  This negligence directly caused an incident where my son was injured by the faulty door, creating a serious safety hazard.

  4.Additional Damage to My Vehicle During Repairs:
  During the repair process, SDR caused new damage to my bumper.
  They also removed magnets from my car without my consent, which I consider theft of personal property.
  

  5.Repeated and Inadequate Repairs:
  I have had to return my vehicle to SDR four separate times because they do not fix issues the first time. This company consistently takes shortcuts, leaving customers to deal with unresolved problems.
  

  6.Terrible Customer **********************:
  Despite providing proof to both SDR and the insurance company that the leak, engine light, and funny noises were part of the original claim, SDR has refused to address these critical issues.
  
  
  Consumer Warning:
  
  
  This shop is terrible, and I strongly advise others not to use SDR. They take shortcuts, provide subpar repairs, and fail to resolve even the most basic issues.
  
  
  Potential Violations and Legal Concerns:
  
  
  Failure to Fix Known Issues: SDRs refusal to repair the documented problems with my vehicle violates basic repair standards and may also breach consumer protection laws.
  Negligence and Safety Risks: Their poor workmanship, which led to my sons injury, constitutes negligence.
  Consumer Protection Violations: Using used parts without proper disclosure and creating additional damage during repairs may violate consumer protection laws such as the Maryland Consumer Protection Act.
  
  
  Desired Resolution:
  
  
  I expect Collision Right/SDR to:
  1.Fully repair all unresolved issues and damages caused by their poor workmanship, at no additional cost to me.
  2.Reimburse me for the inconvenience and wasted time resulting from returning my car four times.
  3.Address the safety concerns caused by their negligence to ensure no further injuries occur.

  
  
  This company has been a complete waste of time and resources, and their behavior is unacceptable for any professional repair shop. I trust the BBB will assist in holding SDR accountable and ensure they adhere to industry standards moving forward.
  
  
  Thank you for your attention to this matter.
  
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 11/13/2024

  Our general manager has been working diligently with ********************** to address all of her concerns. We even had another dealership review her concerns to get a second opinion. In response to Ms. ******** claim of a water leak, we had her vehicle tested by an Auto Leak Specialist. After a 30-minute water test, no leaks were found on either the driver's or passenger's side.
  

  

  Business Response

  Date: 11/13/2024

  Ms. ****** has raised several issues with her vehicle, and we have sought multiple second opinions to ensure nothing is overlooked. Each time, the second opinion confirmed that her concerns are not related to the accident. When Ms. ****** reported a water leak, we had the vehicle inspected by the Leak Doctors, an Auto Leak Specialist, who found no leaks. Please see the attached findings for more details.
  We have been working closely with her insurance company, and they have advised us to hold off for now as Travelers determines their next steps with this customer.
  

  Customer Answer

  Date: 11/15/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22518829
  
  I am rejecting this response because: 
  Subject: Response to Business Statement Regarding Vehicle Concerns
  
  
  To Whom It May Concern,
  
  
  Thank you for your response regarding the issues I have raised with my vehicle. While I appreciate the efforts made to seek additional opinions, I need to address significant discrepancies, violations of Maryland law, and additional concerns regarding the quality of your repairs.
  
  
  1. Persistent Vehicle Issues
  
  
  After the accident, my vehicle began leaking fluid, an issue that was not present before. Despite the inspections and repairs performed by your company, the leak remains unresolved. This ongoing problem raises serious concerns about the thoroughness of your evaluations and repairs.
  
  
  Furthermore, your shop repaired my car doors with used doors, which was not disclosed to me beforehand. Maryland law requires repair facilities to inform customers about the use of used or aftermarket parts before repairs are performed. Your failure to notify me is a violation of these transparency requirements.
  
  
  2. Injury Caused by Faulty Repairs
  
  
  Due to your companys carelessness, my son was injured by the door that your company claimed was fixed. The door began opening and closing by itself, which directly caused his injury. This is unacceptable and demonstrates a severe lapse in the quality and safety of your repairs.
  
  
  Under Maryland law, repair shops are required to perform repairs in a safe and professional manner, ensuring the vehicle meets safety standards before it is returned to the customer. The failure to fix the door properly not only violates these requirements but also endangers the safety of my family.
  
  
  3. Poor Repair Process
  
  
  It is unacceptable that I have had to bring my car back to your shop multiple times to address issues that should have been resolved correctly the first time. This reflects poorly on your repair process and suggests a lack of due diligence in ensuring repairs are thorough and safe.
  
  
  4. Violation of Maryland Laws
  
  
  Your actions appear to violate several provisions of Marylands Automotive Repair Facilities Act and consumer protection laws:
  Improper Disclosure of Parts: Repair facilities must disclose the use of used or aftermarket parts before repairs. You failed to notify me that my car doors were replaced with used parts.
  Failure to Perform Safe Repairs: Maryland law requires that all repairs be performed in a manner that ensures vehicle safety. The faulty door repair, which resulted in injury to my son, is a clear violation of this requirement.
  Consumer Rights Protections: Maryland law protects consumers against substandard repairs and requires repair facilities to address issues promptly and effectively. The repeated delays and inadequate repairs violate my rights as a customer.
  
  
  5. Disrespectful Communication
  
  
  Referring to me as this customer in your communication is unprofessional, dismissive, and disrespectful. This language suggests a lack of care or accountability, which is unacceptable. I expect to be addressed by name in all future correspondence as a matter of basic professionalism and respect.
  
  
  6. ***************** Involvement
  
  
  While I understand that you are awaiting further instructions from Travelers, this does not absolve your responsibility to ensure my vehicle is repaired properly and in compliance with Maryland law. Delaying necessary action while waiting for the insurance company shows a lack of commitment to resolving my concerns.
  
  
  7. Next Steps
  
  
  To resolve this matter fairly and appropriately, I request the following:
  A detailed explanation of all second opinions, including the names of the inspecting facilities, the tests performed, and the rationale for their conclusions.
  Immediate resolution of the fluid leak, faulty door repair, and any other outstanding issues with my vehicle.
  A formal acknowledgment of the use of used doors in my repairs and a corrective plan to address this violation of disclosure laws.
  A written explanation of how your company plans to ensure all repairs comply with Maryland consumer protection and safety laws going forward.
  Compensation for the injury caused to my son due to your companys negligence in repairing the door.
  
  
  The injury to my son, the persistent issues with my vehicle, and your lack of transparency and professionalism have left me deeply dissatisfied. If these concerns are not addressed promptly and appropriately, I will have no choice but to escalate this matter further through legal channels.
  
  
  Thank you for your attention to this matter. I expect a timely and professional resolution.
  
  
  
  
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:10/11/2024

  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 January 25, 2024 I took my vehicle to a dedicated body shop that my car insurance company guarantees work after having a car accident. I picked my truck up in March at that time the only thing I noticed was a headlight on my drivers side that was supposed to get replaced was not done. I pointed it out and was told it would be ordered. A couple of days later I noticed pins were missing from the wheel well area and the molding around my tire was hanging and paint was chipping on the opposite side of my vehicle where the bumper and the body of my truck met. I called my handler at the shop and I was told to come back to have the issues looked at . The pins were a quick fix but the paint chips required to go in the shop. The headlight that was missed was ordered 2 times both times wrong light came. While waiting for the headlight other issues occurred driver mirror and door handle had to get replaced. I had to wait for all of these pieces to come in to get work done at one time since I no longer had rental finally everything was there in July had appt in August to get work done along with paint chips on passenger side.The ****** **** agreed to fix paint chips as a courtesy. Picked vehicle up everything was done but paint issues even after I called to find out status of repair was told truck wasnt there it was off getting the complementary paint work done. Spoke to the manager **** and was told he changed his mind. Contacted my insurance company and have been going back and forth between the insurance company and body shop truck has been in the shop on two different occasions to get work done and the shop has repeatedly been dishonest and failing to take accountability. ***************** wants me to file another claim instead of the body shop being held accountable for the mishandling of my vehicle. ***************** has pictures of my vehicle at drop off with no damage and the body shop has no record of any previous damage to my truck prior to the repair

  

  Business Response

  Date: 10/29/2024

  Auto Body Evolution Catonsville did work on the left side of this vehicle through ********************* It is true that the customer returned to have the headlight and a few other issues related to the insurance claim resolved.

  The customer also brought up issues on the right-side of her vehicle, which is an area not related to the initial claim. She returned to our shop to speak with our manager. We identified that the headlight on the right side of the vehicle was not bolted in. We did not remove this headlight during our repair, but we did bolt it back in free of charge.

  The customer is not the first owner of this vehicle. Our body shop, as well as ********************* have deemed that there was previous work completed on the front right area of the vehicle, which is where the issues with the paint is occurring. Because it is not related to the original claim, it is not covered by the warranty or the claim with Traveler's. 

  

  Business Response

  Date: 10/29/2024

  Apologizes for the delay on responding. There was a breakdown in our internal process.

  Our general manager at this shop has worked with two different contacts at Traveler's about this repair. Traveler's will not approve additional work under the original claim because it is not related damage. This is not an issue with our warranty, rather an issue with the previous work on the vehicle. Because it is used, the repair could have taken place prior to her purchasing the vehicle.

  Customer Answer

  Date: 10/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22411615
  
  I am rejecting this response because: the body shop is not being honest, they damaged my truck enclosed are the pictures of the paint chip and the pictures that the insurance company took of my vehicle when I drop it off without damage .  You can see no paint chips when the car was dropped off. They are not telling my insurance company about the damage underneath that several claims adjusters said that it sounds like damage missed in my original accident. I asked them to send the adjuster out again to see the damage, but the insurance company will not because the body shop isnt telling them about it but you can see in the estimate that I provided its there.I understand the chips didnt come from my original accident but the damage underneath probably did but the paint chips are from the body shop not taking care of my truck in there care. 

  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:08/04/2024

  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.

  Dropped off car for an estimate of repair box dented doors through insurance. After receiving estimate did not agree on damages. Went to pick up my car and they did further damage by taking off the rocker panel they cannot get back on and refuse to replace.

  

  Business Response

  Date: 08/13/2024

  The customer brought their vehicle into our shop for an estimate to get repaired. During the estimate process we removed the rocker panel, and all of the fasteners and clips had broken off due to the accident. This was not a problem because we would order new parts once we received approval from the insurance company. We submitted the estimate to the insurance company and due to the amount of damages being over their threshold to the vehicle the insurance company deemed the vehicle a total loss. The customer was not happy with the decision that their insurance company made about the vehicle. The customer decided to cancel their claim with the insurance company and our shop. Since the customer cancelled the insurance claim, we advised that they needed to pick up their vehicle. In the same conversation we advised the customer that the rocker panel was damaged and could not get placed back on the vehicle due to the damage, clips, and fasteners without a repair. The customer understood and came to pick their vehicle. 

• Initial Complaint

  Date:05/20/2024

  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.

  I brought my car to *** after being rear ended and the insurance company requesting I use one of their referred companies. I took my car in and received my rental car from Enterprise that *** called for me. After three weeks my car was done and I picked it up.

  I had the rental and they called to have it picked up. They took the keys to the rental and said it would be fine to leave it and Enterprise would be by to pick it up. Between the time I left and Enterprise arrived a delivery truck hit the car. They did not notify me. I got a bill from Enterprise saying the car had damage. I called Enterprise and they told me that *** had said that a delivery driver delivering to their location from ******************* had hit the car and they together were trying to solve the issue.

  *** did not call me when the accident happened or after at any time, they did not get the name and number of the driver, didn't take pictures of the damage, did not call the police reporting the accident since I wasn't present. When I called *** about it they stated it wasn't my fault and they would take care of it.....after 8 months of these calls nothing was solved and the $1500 bill kept coming. I asked for an incident report and the invoice number of the delivery so that I could track down the driver myself and they said they couldn't provide me with that information.

  They said that they were not responsible and there was nothing else that they could do to help me. Now I have a bill for a hit and run that happened on their property. As a body shop did not do anything to get information about an accident which I find so surprising since they deal with damaged cars and insurance claims as a business.

  

  Business Response

  Date: 06/26/2024

  I spoke with our General Manager and he stated that the vehicle the customer is referring to was not parked on our property. The vehicle that was hit was by a delivery driver from ***'s **** ***'s *** has stated they are not assuming responsibility for the vehicle. Therefore Enterprise has sent the information to the customer. Unfortunately this is one of those cases that are not very cut and dry.

  Customer Answer

  Date: 07/02/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21734750
  
  I am rejecting this response because: 
  I have emails stating that the company knew about the accident. Was in possession of the key to return the vehicle to the rental company. They witnessed the accident and didnt record any info or call me or the police to report it. Since the company was in possession of the key they should have responded to the accident appropriately as it was parked right outside their front door. I asked if it was alright to leave it there and they said yes no problem. 
  Regards,
  
  ***************************************