ComplaintsforKaizen Collision Center

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has failed to provide a promised reimbursement of $1,750.84. This money was originally paid to Kaizen on 4/1/2022 to order a door for our 2014 Acura MDX. We ended up selling the car before the work was performed by Kaizen. We were told it wasnt a problem and the money would be reimbursed. After several phone calls and emails assuring us everything was being processed we have yet to receive reimbursement. It has been nearly impossible to get answers or any sort of correspondence or updated from the accounts payable offices.

  

  Business response

  04/11/2023

  Client *********************** received a reimbursement via Check.  **************** came to our corporate headquarters on or about April 6th and was given a refund.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had some repairs done to my Pickup Truck from an accident dated September 23, 2022 . Kaizen body shop at ********************************************************** did the work , over charged and did not do the repairs properly. I picked it up on November 11, 2022 after completion of the repairs. Reassembly was very unprofessional and shoddy, The General Manager , *************************** accepted the Lack of proper repair issues and requested compensation on my behalf to the accounts payable for Kaizen. It has been since January 09, 2023. I have contacted the accounts payable, **** at ************ and he has told me repeatedly that he uploaded the files and waiting for the Controller, **** at ************ Ext # ****, to pay mine along with 30 others? The controllers number is ************ (****). She has not returned my call. As you will see on the uploaded request form, The refund is $1294.22 It has been a nightmare doing business with this company and I would appreciate any help that you could give me.

  

  Business response

  03/09/2023

  
  We apologize for the inconvenience to ************************  We have been realigning our ********************* and unfortunately some important items fell thru.  Mr. ****** refund has been submitted to the *** and is being processed as we speak.  Please give us **** business days to receive the refund.

   

  Our accounting department has reached out to ************** called him to update the process.  Thank you. 

  Customer response

  03/09/2023

  
  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

  02/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2020 Model S was damaged last October. The ************* Center in ******** referred me to Kaizen Auto Collision in ********. In November, USAA (my ****************** paid Kaizen $22k to replace the battery and fix the steering column and suspension. In December, the steering and suspension parts arrived and were placed in the trunk of the vehicle. On January 6, 2023, the battery was installed by the ************* Center. From January 6th to February 6th (2023). The car has been parked in the ************* Center parking lot. The parts to repair the steering wheel and suspension are still in the back of the vehicle. The auto body shop is lying about the repairs (blaming Tesla). No work has been done on the vehicle and Kaizen says it now needs a front suspension cross member (a $1375 part). USAA has no record of the request for the extra part. How would you know that an additional part is needed when the work for the suspension hasnt been completed? If true, that part should have been ordered a month ago when the battery was replaced. No work has been done to fix the steering and suspension; the vehicle has been sitting in the parking lot for the last 30 days. The car has not been driven for testing or anything. One mile driven in the last 30 days. ***** does a lot of business with Kaizen but no one is working on the repairs. Im very concerned about the trustworthiness of the shop. I've had no update from Kaizen in the last two weeks. I want my vehicle repaired. Thank you in advance because something isnt right in this situation. Oh, and by the way, Kaizen hasnt paid ***** for the battery repair yet; this is not the Tesla Way!!!!!!!! I don't need excuses, the vehicle is way past the 30-day standard for repairs.

  

  Business response

  03/01/2023

  Good morning - this vehicle has been delivered to the client.  Please let us know if you need anything further.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My vehicle was dropped off at Kaizen to get repaired. During the process I had no communication and had to do all follow up myself. In addition they have replaced the staff 3 times since I have been dealing with them since February 1st. Every time my vehicle was dropped off to them I received it back with more damage. Cracked windshield, two curb checked rims, scratched paint and damaged window tint. After dealing with 3 managers I asked to speak to the next level supervisor. The manager stated there is no way to speak to anyone about him. So I got on their website and found a way to contact them through email. I received a call from a employee of kaizen who stated the *** *********************** assigned her to to fix this problem and she reassured me it would be handled. She was not able to make anything happen so she emailed me and *** *********************** on December 1, 2022 asking for assistance from him. He replied asking me to tell him what happened. I advised him this has been going on for almost a year with no progress. I asked him to call me because typing out everything that happened would take a long time. I forwarded him all the emails of correspondence like he asked. I have sent multiple emails, text messages and phones calls to *** *********************** and to this day I have not received an email, text, or phone call from *** ***********************. I was promised a full refund $2,138.87, plus windshield $700.69 for window tint, and $1200 for new windshield. I have several emails verifying these items. At this time Kaizen will not return calls or emails to me. total refund should be $4,039.56.

  

  Business response

  03/28/2023

  ***** was contacted by the *** and given a refund.

  Customer response

  03/28/2023

  
  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.
  

   

  I apologize for the late response. Yes the *** contacted me and was great about giving me a refund. It did take a year but it did happen. 

   

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

  
  

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 17th my truck was towed into Kaizen Collision center. The rear wheel came off of the truck damaging the bed, and the wheel assembly. The truck then sat there for 2 weeks while estimates were completed and communication was done with my insurance company, Liberty Mutual. On August 2nd, Liberty mutual received a supplement to the original estimate. Work still had not started on repairing the truck. The truck sat in their yard for several weeks without any work being done on it. I called the business several times and spoke with the manager ***. He informed me that all the parts were there and ready to go but that they were backed up and shorthanded. Every week I called he told me oh next week we will get to your truck. Fast forward to the week of September 19th, and the truck is still not even close to being completed. *** apparently no longer works at the company. My insurance adjuster has not had any communication from the shop since August 2nd. They do not have the parts on hand they previously told me they did. This shop continues to give different excuses and lies every single time I speak to them. They fail to return calls and emails. I have asked to speak to the regional manager of Kaizen and have yet to receive any communication from him. I just want the repairs completed in a timely manner and to stop being lied to every single week.

  

  Business response

  10/05/2022

  
  *** and ************** have been in communication and her truck was returned on 9/30/22.  Customer plans on returning once the bedside is approved and she is aware of the situation. 

• Initial Complaint

  07/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Start Date: 05/09/22 Company was in charge of repairs to vehicle after accident. Due to negligence on companys employees they have cost me over $3,500.00 in rental car fees after having my vehicles for 2 months. Once I did receive my vehicle, I had it for less than 24 hours before my engine light came on, AC stopped working & oil pressure error kept coming on. Company refuses to pay any of the rental fee even though my car was not touched for 4 weeks, my insurance company was not reached out to (even though that is what they stated they were waiting on; I personally had to reach out to my insurance who then notified me later they had sent out the shops information weeks prior but they didnt touch it due to letting go and/or firing an employee that was in charge of my account/car) - I was lied to my face about my insurance being reached out to, I was never called back or updated about my vehicle until I showed ** in person to the shop for the 3rd time. Currently, my car is still not 100% fixed and do not want to have them have my car again until I get reimbursed for their negligence and mistakes.

  

  Business response

  08/07/2022

  Hello and thank you for the response and feedback. I have looked into this claim and have seen communication between Geico and the repair team at this location. From the start of the claim it appears the insurance acknowledged and paid the initial inspected damage on 06-13-2022 a full month after the vehicle was brought into the facility. From that point forward the repair team had made the repairs and processed an additional supplement for damage that was missed during Geicos original inspection of the vehicle. Field inspections during such a busy period in our industry average from 1 week too 2 weeks right now. The team made an assessment and did identify some delays on the shops part and the manager at the facility agreed to compensate ************ **** dollars towards her rental but not the entire period of the repairs. We have not seen a copy of the rental agreement or **** showing what the 3900$ worth of charges were for only proof of a charge from a rental agency. At an average of 30 dollars a day for rental the **** should have been roughly **** dollars for a rental coverage from the point of accident to pick up. We would request a copy of the rental **** to see what she was in fact billed for as we are seeing many egregious rental charges in our industry right now as a sales push to fight inflation on behalf of the rental agencies. We do believe we can get some additional relief regarding the rental **** but would require additional documentation to do so. As far as the ** currently having an issue our team has been in contact with *********** to assist with what ever issue is persisting with the system. We are very sorry for the experience *********** has had regarding her repairs and have already are currently making efforts to assist her.

  Customer response

  08/08/2022

  
  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. 

   

  I did sent the original receipt that budget provided to me for the $3,387.05 and forwarded that to *********************** on 07/19/22 @3:07pm. Please let me know whom I need to resend this information to and what else they require. I can work on getting any other information required to get this measure settled so I feel comfortable getting my cars current repairs fixed. 
  
  
  Regards,
  
  *******************
  
   

  
  

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