ComplaintsforGilbert's Body and Paint
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Complaint Details
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Initial Complaint
05/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was rear ended on January 27, 2023 in my brand new 2023 Outback (I purchased it one week prior to the accident). The collision center has had my vehicle for 4 months. After receiving poor updates on time frame, they said it would be finally be ready on May 19th. On May 19th, I contacted them asking what time it would be ready, then they said it still needed an alignment and would be ready on May 24th. I called them today (May 23rd) to ask what time it would be ready tomorrow and they informed me it will be another month! They claim the front bumper is damaged and the wrong sensors were put in the rear of the vehicle - which they should have known before it was getting the alignment. I am out of pocket for my rental (over $6k!). This is completely unacceptable. My vehicle was $400 shy of being a total loss - It seems like the collision center knew exactly what to charge the repair in order for them to get the work. They are right under that amount on purpose. Shady practices!Business response
06/12/2023
Greetings.
My name is *****************************, I'm a formal manager for **************************** in ******* **.
This Letter is as response for the complain that we received for ********* Shikano regarding to her 2023 ****** outback.(VIN#*****************)
The following is a timeline with dates and interactions
The vehicle arrived at our location on 1/27/23, on 1/31/23 we sent the repairs authorization form by email to the owner in order for ** to start contact with her insurance and start the repairs.
1/31/23 insurance approved the estimate. We order parts online on 02/01/2023 till today we still waiting for parts and received one last week on 08/06/2023
We have been communicating with the customer since day one giving her updates by email and phone calls, unfortunately since the car is a new model some parts from the dealer were not available on stock, and we have no ETA giving to **..
The delay is for the manufacture of parts.
During this communication, even when it is not our responsibility, as consideration for the customer's time of waiting, we offered her the deductible discount in order for her to paid for the rental car services, which she appreciated.
We called you guys last week at ************ about this matter but no one answered.
Regarding the total loss of the vehicle, that is the insurance decision not ours.
Please see the photos for the vehicle repairs, and attached invoices with the dates that we order the parts and when we received them. one of those is not ETA updated until today.
Please do not hesitate in contact me if you have any question at ************ Monday - Friday from 9:00 am - 5:30 pm
Best Regards
******************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.