ComplaintsforHampden Auto Body Company

• Initial Complaint

  07/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  05/13/2024-07/03/2024 I had to pay because they were double charging the insurance company and the insurance company caught them and called them out. So ***************** the owner made me pay the difference when all I should have paid is my $500 deductible. I also had to pay $600 of rental car overage because this business was so slow to respond to the insurance company and they waited weeks for a part that they ordered late.

  

  Business response

  07/08/2024

  To: BBB
  ************************ 200
  ********************
  cc.  *****************************
  RE: Complaint ID: ********
  It had been explained to ******************** that we often attempt to facilitate the exchange of information about a customers repair with the insurer responsible for reimbursing for the vehicles repair costs, we have no obligation to deal with an insurer, and any communication we have had with the insurer was provided as a courtesy. 
  Our company did not double-charge the insurance company.  We prepared & emailed an audit report and supporting documentation on the customers' behalf outlining the differences in their completed estimate, to ours in advance of repairs and again when repairs were completed.  This process was explained in emails and over the phone in detail to *******************.  ************* company has short-paid the customers claim and has not provided any evidence that we have double-billed for anything.  We have sent supporting documentation to the contrary.   
  The insurance company chose not to reimburse the customer for all of our repair invoice.  We did everything in our power to help mitigate the damages for the customer including supplying photos, preparing audit reports, and documentation (frame specs,invoices, photos) for free.  We also stored the vehicle above and beyond the conditions of our contract for free waiting for them to pay the repair invoice. ************* company declined to inspect the vehicle in person and waived their right to judgment. 
  Unfortunately, we cannot force the insurance company to pay the damages, sometimes there are policy limitations and/or other reasons an insurance company denies payment.  We do not know if the customer has a right to appraisal in their contact with their insurance company.  Our agreement is with our customer only for this and many other important reasons. 
  We explained these reasons in detail with ******************** and the different options he can pursue to collect what is due under his policy.  We also advised that we unfortunately do not offer payment plans. 
  Suggesting making a better choice of insurance company and/or policy in the future, I am sorry they have not honored your contract.  This is of no direct cause of our shop nor should we be held responsible for their bad faith handling of your claim.  I am sorry you feel this way about our service.  I am glad ****** is happy with repairs to her Truck. 
  If there are any questions about anything on the repairs we completed, please contact our office.  We stand by our lifetime warranty provided for repair.
  

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/13/23 - 02/09/24 Started back in September when I waited a month and a half for a slot in line. My drop off appointment was then scheduled for 11/13/23. I was initially given the estimate of about 3 weeks. Everything took 3 months after drop off. **************** and outreach was VERY minimal. Not happy at all with this aspect. Being an Auto Broker myself for the last 20 years, maybe I could help sell them a fleet of cars that they could use as loaner vehicles...The paint looked OK when I picked it up. Now that the vehicle is rinsed and cleaner, I now see that there at least 4 areas of concern on the new paint. Fish eye's drip lines and debris should not be present. In my mind, this really should be close to perfect when they are starting with fresh new metal and they had three months timeframe. I will be circling the areas of concern early next week in these pictures.

  

  Business response

  02/19/2024

  RE: Complaint *********** / Customer name: ******* (****) *********
  The vehicle was delivered via tow (arranged by the owner) on the 9th of
  February after inspection of our repairs in person by the owner. It was
  towed because of mechanical failures from previous repairs to a
  mechanical shop of the owner's choice. The customer told our staff
  that we did a great job on repairs after inspection. As soon as the repair
  bill was presented, he tried to get us to waive his deductible by claiming that
  it took too long and refused to accept that the month-long delay in getting
  the critical part for his vehicle repair was the root cause. During repairs, he
  wanted us to move his vehicle to the head of the line ahead of other customers and
  insinuated he was more important than others in our production line. He
  was combative with our staff, harassed us to the end, and tried to blame
  us for prior work done on his car by his mechanic.
  We offer a lifetime warranty on the work performed. If there is any
  concern, the customer only needs to notify our office, and we are happy
  to look into any concerns and address them.
  There is nothing in the photos reviewed that shows anything of concern. The
  amount requested from the customer has no supporting documentation of
  what it is for and what is not finished The complaint is unclear, and we
  would need to inspect in person to verify his concern. The vehicle finish was
  cleaned and polished when it was delivered. We are happy to polish any
  surface issues that are present assuming it is not new damage and we want to
  ensure 100% satisfaction with our repairs completed. We will request,
  please Bill that you come down at your convenience so we can inspect the
  areas of concern in person. At your convenience contact our office when able to make
  arrangements and an appointment.
  Sincerely,
  
  
  Thank you,

  Customer response

  02/21/2024

  Is it OK to call and chat with someone?

  Thanks Bill 

  Customer response

  02/28/2024

  I would like to still have this complaint open. Snow here delayed me getting the vehicle clean again a d then back over to Hampden for them to look at the issues.. 

  Customer response

  02/29/2024

  Hi ******,

  I just tried to call you on the phone. Left you a message.

  Please call me back at ************ 

  Thanks ***********************;

  Customer response

  02/29/2024

  Hi *******,

  Sorry to miss you. I just tried to leave you a voice mail and your system didn't seem to be allowing me to do so.

  Please call me when you can @ ************.

  Thanks ***********************;

*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. ↩