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:05/14/2025

  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.

  Took my car for repair. MJ collision center was unable to agree with ******** about the cost of repairs, so ** tells me I owe them over $2000, not only my $500 deductible. According to the Allstate adjustor I spoke with, MJ charges labor rates higher than the community standard, began repairs without prior agreement with ********, and failed to follow guidelines all shops use when dealing with insurance companies. So ******** refused to pay MJ's entire bill and I'm stuck paying $2000 to get my car back.

  Customer Answer

  Date: 05/16/2025

  Hi and thanks for your interest in my case.

  To answer your question about prior authorization for the repair work, I signed an authorization (see MJ authorization attachment) when I dropped off my car, which I suppose is the industry standard, but I didn't expect that to mean I would be responsible for paying for the repairs beyond my deductible, and that's not what the document states. According to **** ******, the Allstate Adjustor with whom I spoke, ** did proceed with repairs without ******** approval. Mr. ****** also told me that *** ***** Velden, the proprietor of MJ Collision Center, skipped requested virtual conferences and refused to follow Allstate parts procurement preferences. **************** told me after the fact that he doesn't need ********'s approval to proceed with repairs because he had my approval. When I took my car to MJ I gave them the original Allstate damage estimate based on pictures that I took (see Allstate estimate #1 attachment). Later after discussions with MJ, Allstate generated a higher second estimate (see Allstate estimate #2 attachment). ** refused to abide by ********'s revised estimate and proceeded with repairs that cost $1093 more (see MJ final bill attachment). Since ******** refused to pay any more, ** demanded that I pay the additional $1093 out of my pocket in addition to the $500 deductible I was expecting to pay. I have also attached other correspondence from ******** regarding my claim.

  Thanks again. *** ***********

  

  Business Response

  Date: 05/23/2025

  The customer dropped their vehicle off for repairs on April 30th for repairs. Prior to repairs being started, we had a few conversations at length of what to expect moving forward with this claim, given the fact that the customer had an under preforming insurance company. We also explain to our customers that we will do everything we can to assist them in getting reimbursed from their insurance company what is owed to them. We do this with all of our customers when they come in for their preliminary estimate. This customer was a returning customer from previous work. We informed him that this will likely be a bit different given the changes that have been occurring in the industry since the last time he was here and the increasing difficulty we have been having getting paid fairly for claims. When the customer dropped off the vehicle, he signed a repair authorization that authorizes repairs as well as an assignment of rights authorization, power of attorney, and a promissory note stating that the customer is responsible for paying withing 30 days of the vehicle being completed any short pays form the insurance company. We again had another discussion at this time while the customer was waiting to be picked up from the rental car company regarding some of the tactics that insurance companies were using to pressure people to going to their preferred shops and not paying claims fairly per their policy. We were in communication with the customer that the supplement was sent and we were waiting to hear back from the insurance company. The insurance company was being difficult to work with and requesting us to do things that we normally do not do because it is an inconvenience to our processes. After attempting to get this process resolved for almost a week, including multiple phone calls and emails, we relented and did a virtual assist call with the insurance company. After this process we were given a supplement that was short a little over $2000 from our repair final bill. We then reached out to the customer letting them know that repairs were nearing completion and what the insurance company had sent for a final supplement. During that phone call, one of our staff members was explaining what was going on, they interrupted and told to get to the point. The customer was then told that the point was that they owe over $2000 to have the vehicle released from our shop. The customer hung up the phone.  I then called the customer back and left 2 voicemails to explain what was going on and what we would do to assist them in getting reimbursed for the short pay. The customer called back a short time later to tell me that "he was not paying a F****** ***** over his $500 deductible and that this was a problem between me and his insurance company and that is all he has to say" at which point the customer hung up the phone. I then called the customer back the next day after having left a message after being hung up on again, to request he calls us to discuss his claim and what the next steps are. We had another discussion in which I informed him I would review the estimate and do what I could to alleviate any of the short pay that I was able to. The primary insurance company discrepancies with our estimate were material costs and labor rates. The ***************** told the customer that our rates were above "market rates" despite giving no evidence or reasoning as to why, and that they do not pay off of invoices for materials. I don't have time to go into detail on all of the ways that insurance companies try to short pay claims and steal money from their customers, but I advised our customer that the insurance company was lying to him and that they legally owe him this money. We then had a discussion on what was owed, in which I stated the balance to pick up the vehicle was $1593.06, which included his $500 Deductible. I had miscalculated that amount, and shorted myself $500 at that point as well. when the customer stopped in to pick up the vehicle, I informed them that I had miscalculated and that I would honor the $1593.06 that I had told him on the phone. The customer picked up his vehicle and paid his deductible on 5/14/2025. We provided multiple documents to assist them in getting reimbursed the short pay at that point and I discussed what some of the next steps to take were. The following morning we had another discussion with the customer and provided some documents to him via email, which included the Insurance commissioner complaint form for the state of *********. We have had no further discussion with the customer since that point. We attempted to communicate with the customer multiple times, and I revised my estimate as well as accidentally informed him of the incorrect amount he owed, which I honored. We did what we could to come to an agreement with the customer, despite myself and my staff being treated poorly via phone conversations and yelled at multiple times. I do not know what else could have been done to appease the customer given all of the information. We do not wish this situation on anyone, but we do what we can to be up front with everyone getting repairs done at our facility to prepare them for such things.

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  MJ collision center did not warn me that I might be responsible for costs beyond my insurance deductible. Their response is very biased. Their claim is that the insurance company won't pay MJ Collision's entire claims. The truth is that they inflate their bills to the extent that insurers will not pay their bloated costs. Their costs are bloated because their labor costs are above the community standard and because they refuse to follow parts procurement procedures that are standard in the industry.

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

  

  Business Response

  Date: 05/27/2025

  Despite what the insurance company is saying, We are not inflating our rates. We are well within the normal area rates Our rates are cheaper in several instances actually. I have attached a survey or the rates in a 25mi radius of ***** area code. As for parts, we search within 100mi for used parts from our list of vendors we have accounts with. Some insurance companies request that we use parts from across the country from salvage yards and business that we do not have accounts with. In many instances in the past with this insurance company and others, they request the use of parts parts that don't exist, have been listed incorrectly, or have already been sold. To suggest that we set up accounts with every random vendor that an insurance company wants us to use throughout the country to protect their bottom dollar, and in some instances compromise the safety of the vehicle, is not reasonable. **** specifically states that they do not approve of the use of salvage parts in the repairs of their vehicles. In the instance of the door, which has a crash safety critical part in the intrusion beam, we followed ****** guidelines and used a new OEM door. The mirror however, we did opt to go with a used part since it does not affect the crash safety of the vehicle. After discussions with the customer, we were able to find an alternate used mirror from the one we had originally written for, which was more cost effective than the insurance suggested part as well. It was also from one of our preferred vendors. Again, we heard out the customer and altered our repairs to reduce the out of pocket expense where we could. there are other insurance companies that we work with do not make unreasonable suggestions to attempt to dictate where we source our parts to save their bottom line. At the end of the day, the insurance company only cares about the bottom line of the repair. To the extent that they will compromise the safety, integrity, and quality of the repair to protect their bottom line. They will lie, coerce, and steer customers in whatever way they can to save themselves money. We see it all the time and we do not compromise the safety, and quality of the repair based on the insurance suggestions. At the end of the day, we have 100% of the liability for the repair work we do. We are the trained repair professionals and what the insurance company suggest for repairs has no bearing on what actually needs to be done to restore the vehicle to pre-loss condition. This has been proven multiple times throughout the country in litigation. The potential for out of pocket expenses above the customers deductible was discussed on multiple occasions prior to repair work starting. This is made very clear prior to repair work starting. It is specifically mentioned in the repair authorization signed and attached to the complaint by the customer and myself under the promissory note. As discussed with the customer, the insurance company legally owes to reimburse them for the loss due to having their vehicle repaired per the signed indemnification contract they have with the insurance company. We had discussed the first steps to getting reimbursed from the insurance company with the customer. The customer has not to reach out for further assistance at this point. We feel that we have exhausted all reasonable options to both discount the repair work to alleviate the out of pocket expense to the customer, and help with the customer getting reimbursed from their insurance company for the additional expense to pick up their vehicle.
  
  

  Customer Answer

  Date: 05/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  MJ Collision Center is trying to place the blame wherever they can--with the insurance company, with me, who knows where next? Here is a simple question for the human being at BBB reading this response? In your life, have you ever heard of a repair shop that's so stubborn that they can't work with insurance companies to get vehicles repaired, and end up demanding a surcharge from the customer above and beyond the deductible? Because I haven't. Nor has anyone I've spoken with about this unfortunate situation. I have already forwarded you correspondence from ******** documenting *** ***** Velden's unwillingness to cooperate, compromise and follow usual industry practices. He can make all the excuses he wants, but at the end of the day he couldn't or wouldn't work with the insurance company to repair my car for a reasonable cost, and ended up charging my $1093 more than my deductible. That's just not right, and I hope you can see that.
  
  Regards,
  
  ******* ***********

  

  Business Response

  Date: 06/05/2025

  We are sorry that you feel we are not handling the situation to your satisfaction. It would seem that from the time that the vehicle was delivered, the decision was already made that nothing I say or do would satisfy the customer short of paying the customer out of our own pocket to repair their vehicle. What do you feel is a reasonable resolution to this situation? Given all of the information we have provided and reiterated that we were willing to assist in getting reimbursed from your insurance company, what are you looking for? We cannot discount the repairs that were done further without losing money on the work preformed. Should we be paying money out of our pocket to do quality repairs to customer vehicles? I wish I was financially well off enough to do so, but the reality is that we would not be able to stay in business by doing so. As previously mentioned we had already gone through our estimate and discount what we could, and even honored a mistake on our end for an additional $500. Has the insurance company provided you with any legal statements or legitimate reasons, citing where within your policy agreement, that they are not paying the additional $1093 that they shorted you for the repairs? Upon receipt of a written notice of short payment from a policy holder, per Wisconsin prompt payment laws for insurance claims, they either need to reimburse you or provide legal reasoning as to why they feel they can deny paying what is being asked for, citing specifically where within your policy such provisions are. By law in *********, exclusions in a policy are to be narrow and precise, and inclusions are to be broad and inclusive. If they do not pay or provide reasoning as to why they have not or will not pay the amount, at that point, you can serve them a court notice. I have provided information and had discussions as to what the insurance is doing that is illegal and I have yet to be shown anything legal and legitimate to the contrary besides vague unjustified statements to the contrary from the company that owes you money. We are not placing blame anywhere without just cause and reasoning to explain why we needed additional payment, and had been very forward and up front leading up to the point when the vehicle was delivered. We are not the only shop that is getting additional payments from customers above and beyond deductible payments to cover from insurance companies shortcomings. There are other shops in the area that have been doing this for some time. On the flip side, are there companies that cater to insurance company demands and do lower quality work, absolutely, and those are the shops that the insurance companies partner with to save their bottom dollar. Those shops are out there and have their place in our industry. That is not us, and we are up front that we do not do that kind of work. There are also a number insurance companies that pay directly off of our bill with no questions asked, because they pay claims fairly per their policy contracts and Wisconsin state law. In other parts of the country, and in *********, there are repair facilities that refuse to do work for certain insurance companies, or all insurance companies, to avoid situations like this in the first place, because those insurance companies are known to participate in unfair claims practices. Doing even minor research on the topic yields a plethora of situations that people all over the country find themselves in more and more these days due to the deterioration of insurance company relations with their customers to save their bottom dollar. We tried to make the customer aware upfront, long before repairs were started to avoid this situation, and did our absolute best to make it clear that we will be repairing the vehicle to our standards, and that there could be additional out of pocket expenses above the deductible. My heart goes out to everyone across the country that is being bullied by insurance companies that **** in billions of extra dollars annually by cheating their customers out of money that they legally owe. We are just doing our best to be up front, and educate customers prior to repairing the vehicle to preform high quality repairs that hold up to the manufacturer standards to restore vehicle to pre accident condition in Safety, function, and appearance. And we are up front about the fact that having quality repair work done may result in additional out of pocket costs to pick up their vehicle. We also go above and beyond to help customers get reimbursed from their insurance companies for any short payments. We have never, and will never take advantage of our customers, the people that provide me the ability to put food on my family, and my employee's families tables. We do not charge for things we are not doing, and we provide the services that we explain up front. I will again say that I am sorry that the customer feels the way that they do, but I do not know how to fix the situation short of doing something that is financially not possible. I am still open to helping the customer with getting reimbursed from their insurance company if they would still like our assistance.

  Customer Answer

  Date: 06/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ******* ***********