ComplaintsforHailwise

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to file a formal complaint against Hailwise, located at ***********************************************, for engaging in deceptive business practices, insurance fraud, and providing substandard services. My experience with this establishment has been highly unsatisfactory and warrants immediate investigation.Upon bringing my ******************************************************************** ****** in September 2023, I was promised by the owner ****, that they would cover my insurance deductible and handle all interactions with my insurance company. This practice of promising to pay deductibles is a clear violation of insurance regulations and constitutes insurance fraud.Despite assurances that my vehicle would be repaired within 3-4 weeks, two months elapsed with no progress. My repeated attempts to contact the shop via phone calls went unanswered, forcing me to resort to texting **** directly to plead for updates due to my impending departure from ******.Upon finally retrieving my vehicle, I discovered that several dents were left untouched, my airbag warning light is on, and the driver's seat sun visor was broken off. **** assured me that replacement parts from Porsche would be sent to my address in **********, which I provided through their customer records system.Subsequent follow-*** regarding the promised replacement parts were met with evasive responses from Hailwise's staff. Despite being informed that the parts had arrived, all communication abruptly ceased, leaving me without the necessary repairs and no means of reaching the shop for resolution.I have made numerous attempts to contact Hailwise through phone calls, voicemails, and text messages, all of which have gone unanswered or ignored, demonstrating a blatant disregard for customer service and accountability.I urge the BBB office to launch a thorough investigation into Hailwise's fraudulent practices, failure to fulfill contractual obligations, and provision of substandard services.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to file a formal complaint against Hailwise Auto Repair on Manor Road regarding their service and conduct in repairing my vehicle. The issues I have encountered during this process are both frustrating and unacceptable, and it is necessary to bring them to your attention.I entrusted my car, 2021 ****** Rav4, to Hailwise on 10/17, with the understanding that the repairs would be completed within 2-3 weeks. Regrettably, it has now been 7 weeks, and my car is still in their possession, well beyond the initially promised timeframe and work has not yet been started.I have repeatedly been given assurances by ****** (owner) and her son **** (co-owner) at Hailwise that my car would be ready "by the end of next week," only to be met with disappointment each time. Their failure to adhere to their own deadlines has caused me significant inconvenience, especially considering that I have exhausted the rental car coverage provided by my insurance policy.When I attempted to address the delays by requesting to pull my car from their queue in the sixth week and take it elsewhere, I was informed that I could not do so without incurring storage and administration fees. Despite their promise to expedite the process, there has been no noticeable acceleration in the repair timeline.Attempting to communicate with Hailwise has proven to be an impossible task. Their voicemail boxes are consistently full and my attempts to reach them are often met with unresponsiveness, as they seldom return my calls unless I persistently follow up or go in person.In light of these ongoing issues, I urge the BBB to investigate this matter thoroughly and take appropriate action against Hailwise Auto Repair. Their lack of transparency, failure to meet deadlines, and inadequate communication have not only caused me inconvenience but also raised serious concerns about their business practices.I appreciate your attention to this matter and look forward to a swift resolution.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The company Hailwise, would not answer to any of my inquiries. I was getting my vehicle fixed for hail damage. The insurance company Geico automatically raised this to their fraud department, i'm guessing due to the nature of the company with prior experiences. I was constantly harassed by ***** to confirm I was not committing fraud. The company eventually fixed the hail damage on my vehicle. When they returned my vehicle, they did not provide any itemized receipt for the repairs or any documentation from the insurance company. When I started to use my vehicle, I noticed the map light was not working. I checked the map light switch. The employee plugged the switch in improperly and only plugged 2 of the 3 pins to make it work. The 3rd pin was bent, preventing the light to work. I assume the light housing for the map light was taken out to fix the damage on the roof. The light worked before I let them work on my vehicle.Under my vehicle's hood. The insulation padding that is suppose to be attached under the hood was laying on top of my engine. I had to fix all these problems myself. Why was ***** automatically assuming this place is committing fraud?Why was the work done so sub par? They advertise they will pay for your deductible which is against the law in *****.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car off with hailwise on October 4, 2021 to be repaired for hail damage. I have not yet received me vehicle back as of today November 16, 2021. I was told on several different occasions that my car will be done this day then this day and so on. I found out through my insurance that Hailwise did not call to file the claim until October 19, 2021. I personally went to see my car on November 1, 2021 and there was nothing at all done to the car. ************ insured me that all the parts was coming the next day and that the car will be ready by Wednesday. Going on two weeks later my car is still not ready and ************ refuse to let me pick my car up. Every time I called the last 3 days he sends me a text message, saying I will call you back and I have not received a call yet. I am $1600 more into car rentals then I was told that I would have to pay due to the time that ************ guarantee that my car will be fixed in 1 week.

  Business response

  12/08/2021

  We believe this issue has been resolved.  Repairs were completed and the vehicle delivered to customer.  We also refunded money to the customer for windshield and labor and rental reimbursement.  Unfortunately, delays some times happen when dealing with the insurance companies and this one was delayed after we sent the estimate to investigate and confirm coverage was in place on the vehicle at the time the damage occurred.  We apologize for any inconvenience to the customer due to the delay and we take responsibility for our part in that delay.  We are a very busy shop and sometimes it is not possible to get everything done that needs to be done in a day.  We are certainly working on our policies and procedures as we continue to grow and hope to iron out the wrinkles in the future and avoid having unhappy and frustrated customers.  Our goal is to make this process stress free for the customer.  ******** I apologize for your frustrations throughout this process.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩