Complaints

This profile includes complaints for Piedmont Collision Center Express's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Piedmont Collision Center Express

  530 Southport Rd. Roebuck, SC 29376

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  Piedmont Collision Center Express

  196 Duncan Reidville Rd Duncan, SC 29334-9513

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:03/28/2023

  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.

  Hello, For starters I should say I currently live in *******, NC and my car is being serviced in Spartanburg, SC. Piedmont collision has had my car since the 21st of December 2022. Initially as shown in the paper the insurance adjuster stated this was a 10 day job. I knew what I did to my car so I had the complete understanding that it would be quite longer than just 10 days, but I did not anticipate 6 months. I knew my car would’ve had body damage and suspension issues by how the tire was pushed back. Piedmont initially quoted that , but then came back and said I had an issue with the wire harness because of how my car was hit it cut a wire that was connected to the wire harness. So if I were to hypothetically get into another accident my airbags would not deploy and that’s something they didn’t want to be liable for so they had to fix it. They couldn’t find any wire harnesses and told me that it could take weeks or months for another to be available. All I did was a ****** search to the *** dealership body shop site and called their customer service and was able to get a wire harness within 10 mins of them calling me and telling me that. So already that made me extremely upset. I 3-way Piedmont and the customer service tech/rep to let them know that there was one available. I also have an email of when they sent me the quote and I sent it to them. Now that they were able to get the wire harness and fix the body damage to my car so I can pick it up Feb. 24th. I receive a call where they state that my car is driving “roughly”. They took it back to the shop put the computer on it and it just cut off. Now my car is a no start and in ***’s hands. *** cannot seem to find the issue and now I’m having to come out of pocket for a rental when they dropped the ball. I have rent, car note, Insurance(that only covered a month), a daughter and more bills. On top of that I still have to fly to SC for my car to drive back to NC. I just need help. Some kind of help please!

  Business Response

  Date: 03/29/2023

  Tell us why here...This customer's vehicle was brought to our repair facility in late December as a non-drivable vehicle. Due to the vehicle being unsafe to drive after the accident, there was no appointment scheduled for repairs and subsequently no parts were ordered prior the vehicle being dropped off. Due to unexpected arrival of the vehicle, there was no promise given as to when the repair process would begin or when repairs would be completed due to the nature of this industry post covid with parts delays and poorly written insurance estimates that give false pretenses as to what a true expectation is going to be as well as the backlog of work ahead of her vehicle. The initial estimate was for 5,426.34 and is currently sitting at 14,087.80 of which does not include the bill from the dealership as they are currently diagnosing the issue and have not come to an exact conclusion as to what is causing this issue. I have been advised by the dealership service advisor that they have ruled out an incorrect wiring harness installation after going back over the replacement part connections to ensure that all harness connections were secure, and none were missed as a result of human error. The most recent information that was provided to me from the dealership is that they are having a specialty tech from *** come to their dealership to inspect this vehicle to determine the root cause of the situation. We did not contact the customer with this information as we were told the customer had been contacting them daily with what I gathered was a similar attitude that she has approached our facility with. To reference the wiring harness the customer mentioned in her complaint. According to our local dealerships that we contacted; the harness was showing to be on national backorder at the time of order with no release date. In our experience with backordered parts, we have seen parts arrive days later but have also seen some parts take several months. When this information was provided to the customer, she was not pleased and at that time located a harness herself through ************, which after my own research is tied to a *** dealership in New Jersey that has a no return policy for electrical parts. After her adamant request, we ordered the part online using a credit card which is not standard practice for ordering OEM parts as we do not have a working relationship with ************ if a parts concern should arise. However, due to the persistent demands of the customer, we made an exception and order the harness. This information was relayed to the customer prior to ordering the part. The part we ordered locally actually arrived sooner than the one purchased online but we returned this part as we could not cancel the online order as it had already been purchased and shipped. I felt as if this customer has been very deceptive throughout the past few conversations as if she is trying to manipulate both parties involved in order to have someone cover her rental expenses. I advised her in concern to her rental coverage that we do not provide rental vehicles, nor do we cover the expense of one as rental coverage is handled through the insurance company or if deemed a warranty issue through *** then possibly through them. I explained to her that would be a conversation that she would need to have with her insurance company. As of today, prior to her threats of filing complaints with BBB of which I feel was a threat of "pay for my rental or I will attempt to harm your business", has stated that the harness was defective and that it was our problem and not a *** problem although no diagnostic from the dealer indicates that to be true at this point and currently there is no data to support that. She has certainly not made this a pleasant nor easy experience for either party. We understand more than most that being involved in an accident is frustrating to say the least. We are merely a repair facility and are not allowed the luxury of dictating what will or will not be paid for regarding a claim. We have only performed repairs that have been authorized by her insurance company up to this point aside from the dealership diagnostics of which we still do not know if it is related to the accident or an issue relating to a manufacturing flaw or even neglect of maintenance. After being falsely accused of damaging the vehicle and being screamed at over the phone for several minutes, of which my other employees state this is not the first time this has occurred. I have advised the customer not to contact us and that we will contact her when further information is available from the dealership due to her condescending, rude, and hateful demeanor towards my employees.
  
  Sincerely,
  Darren Hammett