ComplaintsforRickenbaugh Collision North, LLC

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received two different estimates from this shop: the first was under $10,000, and the second was over $45,000. They explained why they considered it a total loss, so I sought a second opinion elsewhere, and they said they could fix it. I drove my truck to Rickenbaugh's shop while it was still operational. However, when I reached out to my insurance after they sent me pictures of my truck's parts being cut, they informed me that they hadn't approved anything, and nothing should have been disassembled. I decided to take my truck to another shop, and my insurance approved. Unfortunately, Rickenbaugh's shop returned my truck in pieces and undrivable. When I raised this issue, they claimed there was nothing they could do about it, despite it not being the condition in which I delivered my truck to them.

  Business response

  04/02/2024

  BBB Team - please see the attached files of the signed authorizations regarding this complaint as well as the insurance estimate from Shelter and our repair plan after fully identifying the damages present from this collision.

  ************** received a visual estimate only from us on 1/29/2024 with acknowledgment that "additional damages possible" including this being explicitly listed as the first line of the estimate.

  ************** dropped his vehicle for repairs on 2/23/2024 and signed the attached authorizations.

  Per the terms of the signed authorization agreement from **************, we disassembled his vehicle for full damage ID and completed a finalized repair plan on 3/4/2024 (attached).

  ************** sent his sister to inspect damages on 3/11 or 3/12 as he stated he was out of town.

  ************** informed us on 3/15/2024 that he wished to have his vehicle moved to another repair facility.

  Mt. ***** had his car removed from the facility on 3/22/2024 via tow he set up after settling charges for labor and storage.

  We have documented conversations with ************** on 2/24, 3/4, 3/6, 3/15, 3/19, 3/21, and 3/22 documenting every phase of our repair process and communicating the current status which can be provided upon request.

  Specifically addressing ****************** complaint, yes, he received a preliminary visual estimate only, and one after full disassembly after all additional damages were identified which is the repair plan.  We cannot and do not determine repairability or total loss.  Only an insurance company can make that determination.  We submitted the information to ***************** electronically through CCC with all photos and documentation of the damages.  He dropped his car off for repairs and we disassembled per the terms of the signed authorization with the intent to repair as ************** requested.  Shelter never informed us either way if they felt the vehicle was a total loss or wanted to discuss the repair plan before ************** informed us he wanted to move his car to another facility.  ************** sent us an email on or about 3/28 informing us he was going to seek legal counsel to explore his options, at which point we are compelled to work with his attorney only.

  We performed work fully authorized by ************** as outlined in the authorization forms and duly stopped any further work when he informed us he was going to have his vehicle moved.

  Customer response

  04/16/2024

  Good morning, thank you for your response and for addressing this matter. When I dropped off my car, they mentioned that an estimate would be conducted and needed approval from the insurance. My question is, if I'm going through insurance, how was it approved by me? Additionally, upon reviewing the first estimate and comparing it to the second one, there are discrepancies that don't make sense. Also, the new shop does not understand as to why certain parts were removed or labeled as damaged when they clearly are not. Even in the pictures provided, it's evident that much of the disassembly was unnecessary, am really stress about all this because I almost dont have time for all this because I work Monday thru Saturday and I only have 15 minutes for lunch, Once again, I truly appreciate your time and effort in looking into this issue. Please let me know if there is anything else I can provide or do.

  Business response

  04/25/2024

  Dear ************** and BBB Team,

  Your authorization to repair stems from Colorado state contract law.  As the vehicle owner, only you, and you alone can authorize repairs.  Your insurance company does not have the right to authorize repairs on your behalf.  In this instance they are the conduit through which repairs will be paid.  Similarly, if a family member was paying for your repairs, they could do so by you granting them agency on your behalf, but they could not authorize the actual repairs to be done without your knowledge if they were not listed on the title.  When you signed the authorization to repair, you entered into a contractual agreement with Rickenbaugh.  This agreement provides protection for both parties.  It protects Rickenbaugh by being able to request payment for work performed and if none is provided, granting us rights to a mechanics lien, and it also protects you from additional charges.  Per Colorado law, we have to inform you of a price change of anything over 10% of the original estimate, which you can then authorize or decline, and determine your best path forward, including paying for work already performed and any related storage charges and getting a second opinion, which was the option you chose.  We informed you at drop off that your estimate was an "estimate" only and we would follow up with a revised cost once all damages could be determined and the repair plan was completed.  We duly informed you of the revised cost and the repair plan of approximately $44,000.  We also sent this information to your insurance company.  Upon notification of this revised cost, you stated your insurance company may be considering your vehicle as a total loss and that you were not authorizing repairs as stated in the repair plan.  At that time, we stopped any and all additional work being performed, and you notified us would be having your vehicle moved to a different repair facility.

  We have all documentation noted of our conversations with you explaining anything you didn't have a full understanding of, including going over the repairs with your sister in person.  We operate with full transparency for all clients and only repair vehicles to OEM standards.  We have over 20 OEM certifications including GM and being the only GM Aluminum and C8 authorized repairer in the state currently.  I cannot speak to the qualifications of the other repair facility you've chosen or what they have or haven't seen.  As an advocate of the consumer and by pushing our industry forward and by being open with our process in order that more shops are able to access the information needed to provide a safe and proper OEM repair, I'm more than happy to review our repair plan with your chosen repair facility so that you can be sure they at least have access to the documentation to properly and safely repair your car.

  Regards,

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

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