Complaints

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Lakewood Collission is an auto repair shop that has had my vehicle for over nine months, and the work is not completed. The owner and staff are disrespectful, unaccountable, and not responsive to customers. I was told in January (via email I have) that my car would be complete within three weeks. I still do not have it in September. Every week since July I have been told I will have the car next week. Four weeks ago they told me the final work was on a seatbelt, and they had to sub-contract that work. I have not seen my car over these four weeks, and they refuse to tell me what shop they are sub-contracting with; as a result, I have recently filed a police report. The company does not respond to emails promptly, or return phone calls. I've been repeatedly lied to and let down. The owner is extremely rude, and has not been able to resolve this manner civilly. I've given him too much ****** and it's unfortunate I have to escalate this to the BBB.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my 2019 ****** Legacy into Lakewood Collision on October the 3rd for hail damage, the shop estimated the *********** **** which the work was done but the receptionist ****** in the front lost the key to my car and they are refusing to get my car fixed and programed through a ****** dealership. Lakewood Collision hired 2 locksmiths to re-program the ****** key but to no avail. I told the owner of the shop several times and ****** they need to have my car towed to ****** in *************** to have the car computer reprogrammed. The problem is is that they will not return my calls or emails it is January the 3rd and they are refusing to get a new key for the car they want to in turn do it a cheap way and it's obviously not working! I'm a widow with children and need my car for work, I feel that it is Lakewood collisions responsibility to buy me a new key and have it reprogrammed. The only reason I paid the owner my insurance check is that he had a locksmith at the shop working on my car and the owner told me that my would be ready before they closed the shop that was 5 weeks ago! I feel like there sitting on this problem. They don't want to deal with it now its become a CYA problem. I call everyday to NO AVAIL! THEY WILL NOT RETURN MY PHONE CALLS!

  Business response

  01/04/2024

  We must address the inaccuracies in your statement. We possess concrete evidence in the form of numerous emails exchanged between our parties, spanning from December 1st, 2023, to today, January 4th, ****. These emails substantiate our ongoing correspondence. Furthermore, we kindly request that you refrain from making repeated phone calls as our busy schedule prevents us from attending to multiple consecutive calls, thereby causing a backlog on our lines. we have consistently communicated our dedication towards remedying the key issue at hand. It is important to note that when you originally brought your vehicle in for service on October 31st, 2023, there was a projected timeline of approximately three and a half months for completion. which you signed stating you understood that we were able to finalize repairs within a mere thirty-two days. Additionally, upon consultation with ****** in Golden, it was advised that we explore locksmith options before resorting to further computer-based procedures.Furthermore, it is critical to settle your outstanding deductible prior to retrieving your vehicle. Until this payment is made and the release form is signed, we cannot release the car into your possession. Please attend to this matter promptly as it is essential for the resolution of the situation at hand.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Lakewood ******** Auto body repair has had my car since I had it towed there after my accident.I paid $10,333.70 up front that my insurance paid to **** have mad 27 phone calls since 4/18/23 until 7/18 23.I have stopped by to talk to the owner and got excuses such as waiting for parts, father died mother sick.My partner I stopped by 7/18/23 to check on progress and they have not started to fix it.I need help getting some of my money back and my car.

  Business response

  08/14/2023

  We indeed have your vehicle but I believe you are leaving out some key points to your complaint. We made sure for you to know we are 3 1/2 months out before we can get to your car. The owner indeed had a fathers passing and had to take a bereavement leave. You and your husband had come into the building and your husband had caused a scene, and started hitting things in the building damaging the property and would not cooperate. Then, the next day you had called and said you wanted to tow your car out and take it to a different shop to which we agreed to that and to give you your money back. After that we canceled your car and crossed it from the calendar because you said you were taking it. After you had made some calls you had come to consideration that no other shop would take your vehicle, therefor you still wanted us to do it in which we agreed to even after your husband had come into the building causes a ruckus. What you do not understand is, after you had told us you were taking your car when you got crossed off the calendar you had gotten put at the bottom of the list of cars to start repairs. Sorry for any confusion that is the breakdown, if you any have any questions please feel free to reach out. Thank you.

  Customer response

  08/16/2023

   
  Complaint: 20347295
  
  I am rejecting this response because:
  April 14 called to ask if they were taking calls ****** said yes.

  April 17 Called twice no answer left voice mail.

  April 25 called twice 10:47am no answer 3:01 pm called spoke to ******* to make sure she received my adjusters name and phone number.

   Email received from Lakewood Collision <********************************>
  To:
  You
  Mon 4/24/2023 12:48 PM

  Hi, this is ******* from Lakewood Collision just reaching out to you because the only info we have for you is your email and I need some contact information for your file.  ***** if this is going to be paid through insurance or out of pocket? Please call me ******* back at Lakewood ******** at ************ and ask for me.
  Lakewood Collision
  ****************************
  Lakewood, **. 80214
  Office: ************
  Fax: ************
  ******************************** 
  LAKEWOOD COLLISION IS UNDER NEW MANAGEMENT "************"
  To:
  Lakewood Collision
  
  Tue 4/25/2023 10:46 AM
  Hi *******,
  My name is ***************************
  Address is ****************
  Mobile Number is ************
  This will be going through my insurance company, Shelter Insurance.
  I have attached the claim number and the adjuster.
  Is it possible to send me an estimate? I need to rent a car. Is there anyway to give me a ball park time of how long this repair will take?
  Thank you so much,
  *******

  Never received an estimate or time frame. This the only correspondence via email I received.

  May 3 left voice mail. No call back.

  May 5 four phone calls made, no answer.

  June 9 four phone calls made one voicemail left. No call back.

  July 6 two phone calls made one no answer second one was answered and told no time line

  July 11 three phone calls made. I was calling because ****** said my car would be done on this day. When I did get a hold of him he was upset that I was calling to ask what time I could pick up my car.

  On July 13 my husband and I did stop by the shop. My husband saw a Channel 7 news clip about the shop with other complaints. Yes, he was upset because my car had not been worked on at all. They threatened to call the police on him. As he was exiting the build and did hit the wall. We did say we were going to take it somewhere else.

  On the 17th I called to tell them the need to fix it because no other body shop would not take because they couldn't go through insurance.

  According to my phone records Lakewood Collision has never called me. 

  I just want my car fix as soon as possible. I am out 4 months of car payments, car insurance and rental car.

  Again I want my car fixed.

  *******

   

   

   

  
  
  
  
  

  Customer response

  08/21/2023

  Please add this information to my rejection response. 

  
  
  As the owner noted in his response, he has not started working on my vehicle in 4 months and he has indicated that he placed its priority to fix it at the back of other vehicles.  
  
  I am requesting a full refund of the $10,333.70 that has been paid out to his business and I ******** my vehicle from his location immediately.
  
  Will do, thank you. Your request has been processed. Will do.
  

  
  

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This transaction occurred back in July of 2021 on the 21st. I had taken my car via tow to lakewood collision repair and had made a deal for the repairs of my 2013 impala after checking on it multiple times I noticed that the staff continued to get changed out barley any work was getting completed besides paint and multiple time had come back to a poor safety environment. At this point he has cut the entire rear off my car exposed the interior cabin all the way and is letting my car **** by the trash can. He has already been payed **** for what he stated would get him another scrap car and man labor to get the job done but has continued to ignore his responsibility and now claims that the car company has told him to not repair anything after calling the car company they have not instructed anyone of any details to do anything with the car they thought I was crazy saying they would stop anything when there jobs just to sell.at this point my car is turning from just a wreck to a full blown safety hazard and I would like reimbursement for the time and money spent. If u try to find my car it's by the gate chopped into pieces and neglected. I had a custom speaker system from kicker and high end k and n parts I am certain it won't be the same if I get to see it again but he likes to state intell I'm done with the dealer I can't talk to him says I'm through with u and demands I leave his property with my chopped up car in his grave yard out back.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Similar story to the other complaints - they have had our car for about 7 months and are almost impossible to contact. When we do manage to talk to someone, we are told that the car is almost ready, and that it will be ready next week, or even "tomorrow". We first heard these promises about 4 months ago. In addition to calling at least twice a week for the past 2 months, going to the shop in person, and having our insurance agent's manager visit twice, just to make sure the car was even there. None of this has helped.I have never filed a complaint, or even a negative ****** review until today, if that holds any weight.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On the last week of December 2021, I admitted my car to Lakewood Collision to get fixed because someone hit my car. I have a receipt on 01/04/2022 that I paid $900 and then 01/11/2022 that my insurance paid $5772. They then promised me every week since then that theyll have my car done and finished. I have been patient. I have been understanding. I call every week for updates. Now theyre not returning my calls. They dont pick up and theyre not promising anything anymore. Its been nearly 8 months. It is 07/19/2022. I want my car back. Or I want my money back.

• Initial Complaint

  07/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I first took my car into Lakewood Collision around June 1-2 and when I had brought it in ****** had told me that it would be done and repaired within the next two weeks of me bringing it in. He had delayed it and said that there were a couple things that he had to do to make sure it worked ***** which I was totally fine with. But its been going onto 3 months and he still has my car. He keeps on delaying the date and I have payed him in full. When I tried to get updates on my vehicle he was rude and cursed at me and blocked my number. Everytime I call the secretary says she will give me a call back when my vehicle is ready and I never receive any calls back at all. Hes taken my money and hasnt fixed my car!

• Initial Complaint

  05/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Vehicle in shop for 4 months . Had to tow it out of there with bent wheel and pay for towing **** . Vehicle needs another $4000 worth of work done to suspension and entire body work needs to be redone . My vehicle has tree sap all over it and overspray over entire car .Lakewood Collision charged me for unknown storage fee of 1700$ that I was unaware off . The only way to get my vehicle out of the shop I had to sign that I was satisfied with repairs and pay with cashier check only . Would not accept credit card or personal check . Car was not repaired and had to be towed out to another shop . As he just told me my vehicle needs only alignment but to find out my vehicle needs $4000 worth of suspension work done due to accident . Requesting my money back for storage I had to pay for and for my car to be fixed at another certified shop . I want Lakewood collision to pay for the repairs on my vehicle to make it right .

  Business response

  06/01/2022

  We are sorry you feel this way but we advised you that we we're 6 weeks out before we start work on your vehicle and we also let you know that there is a shortage on parts. You where notified  that the car still need alignment or you will need to get it towed . A release from is required to be singed before we can release any vehicle. We here at Lakewood collision do not want to be responsible for your vehicle after it leaves this premises. Also you must pay your deductible before we can release your vehicle. You refused to pay your deductible or sign the release form and this is why you where not able to pick up this vehicle. It is company police to charge a storage fee on any vehicle that is stored here at Lakewood collision. 

  Customer response

  06/03/2022

   
  Complaint: 17239958
  
  I am rejecting this response because:
  Complaint: 17239958
  
  I am rejecting this response because:first of all Lakewood Collision is not sorry . They rip people off . They have been on news before and sued before . 
  I was aware of my $1000 deductible that I had to pay . Why would I store my vehicle there knowing that I am making 5 months worth of payments on the vehicle that has not been driven. 
  I have attached video below that shows how much more work my vehicles needed to have done before being completed with repairs . Wheel was replaced with a chipped wheel . Money for alignment was collected but not done  . My  vehicle was being delayed because parts were trying to be scraped from junk yard and not replaced by new parts and parts were bandoed .
  I was never aware of their policy and did not sign anything there that states I could be charged for storage .
  Towed vehicle out because repairs were not completed . The only way to get my vehicle out is to sign the form stating I am satisfied with repairs which I object and am not satisfied with . Attached photos of poor paint job and work that was not completed . My vehicle was not repaired . 
  https://app.quik.auto/j/a024f835
  
  Sincerely,
  
  
  
  Sincerely,
  
  ***************************************

  Business response

  06/15/2022

  We are sorry you feel this way. The day you came to pick your vehicle we tried asking what the problem was so we could fix it to make it right but you refused to let us know if it was the body work or the paint that you are unhappy with. Also this vehicle was not safe for to drive and this is why it need to be towed off yard. A $45per day storage fee is none refund as we had to store this vehicle 39 days. Everything on the estimate has been done except the alignment that was refused by the customer. 

  Customer response

  06/20/2022

   
  Complaint: 17239958
  
  I am rejecting this response because: . Vehicle was not done with repairs . My 2015 Touareg has a 2012 door installed- wrong door . The door that is on my vehicle now is not equipped with key less entry and now my vehicle wont start using a push button because door is not communication with key less / push start . I  had to sign piece of  paperwork that states I was satisfied even though my vehicle was never repaired to get my vehicle out of there . I had no choice since you didnt want to work on it anymore . Obviously you didnt finish the work and ended up charging me storage fee .I been car less for 4 months had to buy a vehicle and make payments on both cars because of you . How could you charge me storage fee knowing you installed wrong door on my car .This is a bad business . I want my money back and I want my car repaired . My husband tried calling your cell phone and you didnt answer to have you these repairs done that were not done . Insurance payed you for 2015 Vw Touareg door and you got me a 2012 Touareg door that was silver now painted over to be black . 
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************************

*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. ↩