ComplaintsforKaizen Collision Center

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to them to fix my car, they gave me a quote for a certain amount but I wanted them to do something less minor than replacing. I overpaid them and they still havent returned my refund in over three months. I have called their corporate office, I have went talked to their managers. They just say that it is out of their hands and they cant do anything about it because my case is now handed over to corporate office. *** tried to reach corporate many times but they just send to voicemail. at this point I dont know what else to do to get my money back. I have paid them for their service but they will not give the money I overpaid back to me. They told me months ago the check should be sent out its not 3 months later.

  

  Business response

  03/22/2024

  We are requesting more information from the client.  We are not seeing a customer RO with the name ************;************************* and there is no address listed from him.  In addition, we need to know which shop location this involves.  Thank you.

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was sent to this location kaizen Collision because of the previous location ******** didnt want to deal with the issue they caused to my vehicle both locations are in *********, **. March 11, 2024 I deliver my vehicle to the 2nd Kaizen location on indiana, they correct the paint era but when I received my vehicle it had interior damage, my dynamic button was cracked. When I dropped off my vehicle the manager did a walk around an he checked out the interior also, everything was good. When I picked up my vehicle near closing March 15, 2024 it was very gloomy a dark with light rain. My vehicle is black (body, interior, wheels, windows mild tint) I couldnt tell at the time that my button was cracked because of the darkness. I went home parked my vehicle an didnt move it until the next day of me having to go in to work, March 16, 2024 around 12:40 P.M. I noticed the damage to my button while driving to work. I immediately called kaizen leaving a voicemail about my vehicle because their close on the weekend. March 20, 2024 I received a call around 8:30 A.M. after calling kaizen 2-3 times, I spoke with the manager an he said he will look into it, Im still waiting for a response.

  

  Business response

  04/01/2024

  ************** had the concern fixed at the dealership through warranty on Tuesday of last week. 

  Customer response

  04/02/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped my car off on 11/14 at the **** location to get the bumper, fender, and rim replaced. Nothing was replaced besides the rim, the fender has just bondo and paint which isnt acceptable since the insurance company said it must be replaced. I received my car back on 12/10 with almost **** more miles on my car (I have paperwork and some dash cam proof) they got into my dash cam and deleted many videos but thankfully forgot a few. lol. ******* is very disrespectful and unprofessional I called respectfully just to ask why is there 3k more miles on the car with my dash cam disabled and a few other things broken inside the car. She then says shes not dealing with me and hangs up the phone. Absolutely unacceptable.

  

  Business response

  12/22/2023

  Our Area Director, ******, spoke with *************** and had an extensive conversation with her about everything which has transpired since the repairs and delivery of her vehicle. This is another example of communication breakdowns as we are fixing her vehicle, but she is on her fathers policy and there were to many people involved in the updates and again, dropped communication lines.
  
  The initial frustrations started with the rental and ***** not being able to drive the rental, she is 17. The father did not understand she is a minor and cant drive a rental.  Then after the second reschedule for the repairs the rental was not ready to go. Kaizen was able to get them taken care of in this situation.
  
  The original estimate was done on 8/18 and the vehicle millage was ******. The repair appointment was set for 11/14, in between the few months the vehicle acquired a little over ***** miles before the drop off. We failed to update the millage at the drop off appointment and this is what led to the confusion once ***** received the final bill paperwork showing the millage from August at the estimate appointment.
  
  There were some communication issues with understanding the above scenario on ****** side and some frustrations. As of this communication, *****, has an understanding and will be calling ****** back after the first of the year, so we can look at one minor concern she still has on her bumper.
  
  As of Tuesday evening, ***** was supposed to send us a couple dash cam recordings she had in question but, we have yet to receive anything from her or any other communication. 

  Customer response

  12/22/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

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

  
  

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I overpaid them $120.50, my mistake, and they refuse to refund.

  Customer response

  01/04/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *************** paid for repairs and rental car. I was contacted telling me repairs were done. Picked up car repairs were not completed. Find out a month later the parts arrived for my car. Advised I need a rental if you need to take my car again. Was told they had to get approval from corporate. Now a month later I have yet to receive any further contact with a resolution. This is not my issue they need to fix this. I would caution anyone getting work done through this business!

  

  Business response

  11/17/2023

  Our General Manager has been in communication with **************** and have been working on rectifying the situation.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Sept. 05, 2023. I paid Kaizen Collision Center (KCC), 92 ************., ******, ** ***** $184.79 ($179.41 plus $5.38 Credit Card charge) to retrieve my car after repairs, only to find out a few days later Kaizen had been paid by the offending driver's insurance company. History - On May 15, 2023 my car was hit on the passenger side, causing about $6000 in damages. The offending driver had insurance with **************************, ***********, ** ***** (FIC). On July 17, 2023, KCC agreed to repair the damage and would work with FIC for payment. On August 18, 2023, I was advised my car was repaired, but KCC would not release my car until FIC had paid all the agree upon charges. Over the next 17 days, I phoned repeatedly to both FIC and KCC to establish the status of payments. On Sept. 5, 2023 KCC was still owed $179.41. I needed my car so I paid the $179.41 plus $5.38 for using my credit card. When checking about payment from FIC, I was provided with a copy of the $179.41 check, dated August 28, 2023. On Sept. 19, 2023, I physically went to KCC and showed their representative a copy of the check and requested a refund of my payment, plus the credit card charge. Their representative said they would send a request to the home office in ******* and I should receive a check within 14 business days. I phoned KCC on Oct. 26, 2023, I telephoned KCC (locally) again requesting payment. Was told they would look into it. To date, 10/20/23 I have heard NOTHING from KCC.

  

  Business response

  11/03/2023

  We have checked with the business offices and a check for $179.41 and $5.38.was mailed out via **** today, November 3rd. We apologize for the inconvenience and delay.  There was a delay due to confusion in payment and charges.  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When I picked my car up from the collision center because the parts were not in for my repair, it had pen marks all over the door panel on the loan leather. I have photos from the day of drop off when it was not there. They are trying to tell me they dont use pens when there are pens all over their office and Ive seen people carrying them.

  

  Business response

  09/13/2023

  Progressive Insurance and Kaizen told ******************* there was not a way to tell who or when the pen marks were made; the markings seemed to be there awhile as the trim was stained.  However, we told her we would absolutely take care of it when she returned for repairs. (We offered to cover the cost of the marks on the trim during the repair.)  When she left, she seemed satisfied knowing we would take care of the issue. **** also spoke with her and thought she was satisfied as well.
  
  As of today, we have no scheduled repair date from *******************.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kaizen on **************** in ******* ******* gave ** a quote for our vehicle for $1854.92. We booked an appointment to have the work done. We brought the car in on June 19th. When we dropped the car off, they advised that the price may be higher because their estimator quit and they have a new estimator. We were okay with this and expected a call with a new quote. We have called several times and left several messages over the last four weeks. No one has returned our calls. Finally today we got in touch with the new estimator who advised it would be $2500 but could be more and asked if we would run it through our insurance instead of paying cash. I let her know that it was our teenage daughter that caused the damage so we could not run it through insurance. She then asked if we could say that it was a different driver, which is *****% illegal. When questioned about why they didnt call us over the last month with the new quote, she advised that she had the wrong phone number in the system and had left several messages on another phone number. My number is listed on their original quote correctly and was printed directly from their system, further, I called the number she said that she had left messages on and theres no voicemail. The number is not in service. I am not exactly sure why she chose to tell so many lies. After an argument with a secondary person, I asked to speak to the general manager. He then advised he would not do it for less than $3000. Please note the damage on this car was from backing out of a carport at a very low speed and ripped the right front bumper a bit on a 2015 **** Were not talking extensive accident damage. The general manager made excuses for this estimator, who continued to lie throughout the process. We have decided to go collect our vehicle, which should have been finished by now. The staff and GM need to be held accountable.

  

  Business response

  07/24/2023

  Our Estimator, ******** wrote a Primary Visual Estimate of $1,854.92.  She did underwrite the estimate. Chyann, our New Estimator, informed ******************** the original estimate was missing items. We would rewrite the Visual Estimate with a better eye and reach back out. She attempted to call him back with the updated Visual Estimate but with no answer.  When he reached out to us, we discovered the paperwork had the wrong phone number. Human error by client, team member caused this and should have been caught when we verified all the clients information. Once caught his paperwork was immediately updated. The New Visual Estimate ****** wrote, did go up to $2,617.87.  (The term Visual Estimate in Collision Repair means a preliminary estimate of cost based on visual inspection of the damage. Which a Collision Center starts to teardown, there is a high chance unseen damage will be discovered and additional amended to the estimate.) We know the damage will be more once this process starts.  Because of this we ask clients like ********************, who was paying out of pocket, if he was sure they did not want to run thru insurance. When this was asked the client said, No because their daughter was driving the vehicle and she is too young to have her license she doesnt even have her learners permit. We never said they could/should run it through another driver. ****** did call the other number multiple times but were not able to leave a message. This is not a lie and was verified by our Management. When our General Manager, ****** spoke to ********************,he apologized and informed him the repairs could potentially end up being around $3,000 or more depending on hidden damage, since this was still a Visual Estimate  We were honest and said we wouldnt know until we disassemble the vehicle. Our goal is always to be transparent with no surprises.  We could not Guarantee the repair would be under $3,000.  Due to this, ******************* decided not to get the repairs done at our shop.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was taken to Kaizen/Sudden Impact in ********* on 11/6/22. Took them a month to break it down and evaluate the damage. Parts were ordered and some were back ordered from the **** All the back ordered parts arrived in early May. Called the office this morning and was informed of yet another week long delay. two weeks ago i was told they had ordered the wrong headlights. Now the headlights have come in and they discovered that the headlights actually need a mounting bracket. Another delay. I have to call the shop weekly to get any information from them and every time i talk to them they lie. The story changes each time. I actually got in the car and drove the 25 minutes to get there last friday and was assured that the car would be done today (6.6.23). It is not. They have had the car for over 7 months now. The quality of Sudden Impact Body shop has gone completely down since Kaizen bought it. So, today I am trying to contact Kaizen corporate offices. There is no contact information on their corporate website and the one phone number i have does not have an operator and no one answers. If they are so great at continuous improvement, how come they won't answer their phone or make their corporate management accessible to their customers?

  

  Business response

  06/21/2023

  Good afternoon - there was some issues with this repair.  The car out of the gate was on back-order parts for over a month.  The shop location did have staffing issues at the same time.  After, all this the Dealershop sent us 3 wrong bumpers which added additional time.  They car was delivered to the Dealership as the client sold the car.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my 2018 toyta tundra after an accident. I was being help by **** and he was doing great a communicating and keeping me updated. I drop the vehicle off in January. My insurance adjuster was doing what he can not to total the vehicle. That is a new guy took over **** Apon further dismantle it was found the there was alot more damage and deemed it a total lost.(2-20-2013).They had already cashed some checks so insurance only has gave partial pay until we receive a refund from the shop. It has been more than a month and have not received anything. They don't communicate and there is no corporate number to contact. I sent a request for a call back but nothing .

  

  Business response

  04/25/2023

  Check was created a mailed out on Friday, April 21, 2023.
  Allstate Insurance  $15,611.21 - Check #*****

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