ComplaintsforAssured Automotive

• Initial Complaint

  14/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  * ***** **** ** ****** ********* ***** **** ** ********* ***** ******* *** ******* ****** *** ** **** ** ******* ** *** ****** ** ** **** ********** Back in November my wife was in an accident, we took the vehicle to get repaired at the preferred auto body shop by our insurance company **** ******. When we first got our vehicle given back to us on December 30th 2022 from the body shop stating the repairs had been completed. I drove it home and found out that there was no heat in the vehicle at all. I then opened the hood and began inspecting what could be the potential issue. This is where the nightmare became even worse. Not only did they give us the vehicle back not repaired properly but they also claimed they replaced parts on the work order that were obviously not replaced at all. They put back on broken parts and claimed the insurance money for brand new OEM or Aftermarket parts. There was no coolant in the system at all hence the no heat. Who knows what more damage would have been caused whether it be just to my vehicle but the people inside the vehicle or others around had the engine seized up from over heating. They also zip tied on a sensor in the front grille area that was repaired and thought this would be suffice. I have pictures from it being returned to us with over 50+ issues being photographed. We agreed to take the vehicle back in on January 6th to get the issues repaired properly. We just received the van back again yesterday and still remains many issues that were brought up and are being ignored by both the insurance company and the three individuals I am personally in contact there with, The body shop manager was out there when my wife and I picked the vehicle up and with his own hands starting picking up the debris from the collision out of my engine bay out of my engine air box in front of both of us. I have printed all my email correspondence with regards to the repair that they claim was done but has yet to be completed.

  Business response

  17/02/2023

  Response to Complaint.

  Reviewed with General Manager of our Assured Guelph location as well as technician. 

  Customer Statement: "...also claimed they replaced parts on the work order that were obviously not replaced at all. They put back on broken parts and claimed the insurance money for brand new OEM or Aftermarket parts."

  Assured Response: 
  Assured delivered the vehicle with the old damaged right front fender liner that was still safe and usable because the replacement Right Front Fender Liner was on backorder from our supplier. This was communicated to the customer. Once the part arrived, we scheduled them in to have it replaced.  This was completed in January 6 2023. 

  Customer states that we should have replaced the windshield cowl covering, a plastic cover.  We have explained to the customer, where he feels the part on the invoice “Windshield Dam” is a plastic cowl covering beneath the Windshield.  When it actuality it is seal for the Windshield itself not the cowl cover.  The customer states we did not replace the plastic cowl covering, but this was not damaged in the claim.  The claim was approved and inspected by a **** ****** Insurance Appraiser on site reviewing the customer’s concerns.  All work was completed as per the Insurance Approved Repair Order and as per our final invoice.  

  Customer Statement:

  "...There was no coolant in the system at all hence the no heat."

  Assured Response: 

  The customer did return with low heat in the vehicle.  We did find an air pocket in the coolant system.  Which at times can happen when replacing coolant fluid in a vehicle.  There is no risk to engine damage, just requires additional breathing of the cooling system.  We apologize for this and corrected it accordingly. 

  Customer Statement:

  "...They also zip tied on a sensor in the front grille area that was repaired and thought this would be suffice."

  Assured Statement:

  This was addressed by the Manager or the location and corrected in January.  The technician was spoken to with a verbal warning for his quality on this specific repair line. Part was replaced with OEM part at shop cost. 

   

  Assured Overall Response:

  When the vehicle arrived for the orginal inspection, the shop addressed all of his concerns not our file.  Assured submitted his concerns and areas of repair to his insurance company, **** ****** for approval.  **** provided a physical inspection by their own Appraiser who advised what **** felt was claim related vs prior damaged.  Assured completed all repairs as per the approved Insurance Claim and as per our final invoice provided to the customer.  During the process the customer has **** **** *** ****** ******* *** ***** *** *** **** attempted to push our staff towards completing repairs that are not approved by the insurance company as Freebies or sneak it into the claim for me. An example of attempted free was trying to claim damages due to a mouse nest in the engine area. This would not be consistent with the claim of driving over loose rock/ gravel road.

  Assured has properly repaired and addressed any concerns with this client.  Any additional repairs will require insurance approval. 

  Customer response

  17/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  None of these so called back ordered parts were communicated with myself or my wife. **** ** * ******* *** **** ** **** **** ********** ** ***** ******* **** **** *********** **** *****

  The cowl was damaged as part of the accident as it has damage from the hood they repair and the windshield that broke due to windshield cowl hitting the windshield during the accident. 

  the rodent nest was created while sitting at their shop outside for over a month and half. It was never stated it was caused by the accident. 

  There was no coolant in the vehicle when we picked it up as well. P******* **** ** *********

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

  I would have accepted this repair the first time but they missed an ungodly amount of issues along work improper repairs. 

  **** ** ********* ***** *** i do not accept when they state they told us they were giving us back our old broken parts and we were to bring it back that NEVER HAPPENED.

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

  Business response

  24/02/2023

  We understand the customers frustration, however his issue is with his insurance company. Not the shop.  We completed the repairs as per the instruction and authorization of his insurance company.  We do not complete more or less than was authorized. 

  We did acknowledge the coolant issue and it was addressed and resolved. 

  Any further work will require the clients insurance company authorization

  Customer response

  27/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  insurance company has agreed that assured automotive missed parts that should have been replaced during the 3 months Assured automotive.

  These repairs and parts are being done elsewhere as Assured Automotive in Guelph cannot be trusted to do the repairs properly.

  I want nothing to do with this so called repair shop.

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

  it is a shame that they don't take responsibility for their errors and lack of customer service/satisfaction.

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

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