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Business Profile

Car Dent Repair

Thomas Collision Center

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Car Dent Repair.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/05/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Vehicle was repaired after collision, OEM parts were supposed to be used, use of non OEM parts suspected instead. There was missing clips, nuts, bolts, and plugs. The paint job was riddled with defects, the fitment of panels was off. The door and fender were left unsecured. After pointing out the deficiencies the shop ordered more parts, secured the loose parts and buffed the paint job. The alignment of parts is still off causing wind noise, the paint job is still riddled with defects plus their over buffing causing swirl marks and scratches. The door rattles over bumps due to loose parts inside and a lesser quality door used in the repair. The shop claims a lifetime warranty but refuses to make it right. The shop owners requested a review until they realized my review was not positive, they will not return communications.

    Business Response

    Date: 11/10/2022

     received your letter today. I have been out of the country for the past few weeks.
    I am disappointed  in your policy to post a complaint on your website without first getting both sides of the story. My wife who is a disabled veteran of over 20 years and myself a retired family practitioner who bought the body shop over a year ago are always watching the service and quality that we put out of our shop. 

    We are repairing over 50 cars a month and with a very high satisfaction rate. It was brought to my attention that a customer was not happy with his vehicle. He was rude and obnoxious to my crew. 

    He brought it back to us over a month later after returning it to him. My manager and crew looked over it and it was determined that these were new rock chips and we do not warranty wear and tear. We did make an exception to his case and repainted the vehicle to try and make ********************** happy. He again started complaining about the work and after discussing the entire situation with my staff we chose not to work with ********************** any further. 

    It is our position that we went above and beyond in an attempt to satisfy him and we were closing the case. 

    Please feel free to contact my wife or myself with any questions or concerns.
    We would appreciate it if your organization would remove any defamatory comments, post, or remarks from your platform ASAP.  

    Thank You
    ***** and *******************************
    Thomas Collision owners
    ************

    Customer Answer

    Date: 11/14/2022

     

    I am rejecting the response from Thomas Collision because they still do not understand the nature of the complaint and they have not offered any remedies.  I have attached my full communication as a PDF as this window has a **** character limit.  Please forward my full response to Mr. *******

    Customer Answer

    Date: 12/13/2022


    Complaint: ********

    I am rejecting this response because:

    I am disappointed you have sided with Thomas Collision in this matter.  To start, they did not respond within the timeframe given by BBB, they claim they were out of country, all you have to do is look at their ******** page to see that they were having promotional events at their business, they thought they could ignore me and my complaints and I would go away.  They make a claim that I was rude and obnoxious, therefore they refuse to work with me, this is exactly why I reached out to BBB for help, there is plenty of complaints against them on Nextdoor Neighbor and Google.  Initially they were not rated by BBB, when they failed to respond to my complaint BBB awarded them a D, after their very late response, they ask you to change it and you do, to a B+.  How does a business go from no rating, to a D, to a B+?  It cant even be for how long theyve been in business because they are new owners.  I kindly ask BBB to reconsider their decision to favor Thomas Collision and reopen the complaint.  Your decision has done nothing except empower and award bad business to continue operating in bad manner without any repercussion for their deeds.  You have let them get away with what they did to me and they will continue to do it. 

     

     



    Sincerely,

    ***************************

Thomas Collision Center is NOT a BBB Accredited Business.

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