Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle to Stormwise to have an estimate done for the recent hail damage, On July 2nd I found out that my car was going to be totaled from Stormwise. I then informed them that I was on my way to pick it up. I was informed that I would have to pay the admin fees and storage fees to pick up my vehicle. Or I would have to wait for the insurance to pay and then I can pick it up. On July 4th I received notification that the insurance paid the fees and I messaged my adjuster at Stormwise that I would be coming first thing to pick it up. I also asked to have them charge the vehicle as it was showing on my application it was down to 20% (electric car). The took it to a tesla charger and I was charged for them charging it. On the 5th I messaged my adjuster and asked if they used any service to pick me up and bring to pick up my car or anything like that. There was no response, after waiting a while I called Uber to take me down there. Another fee. When I got down there I notice that they paid for a uber for a lady and so I asked if they would re-imburse me - I was told no. I did get a message from my adjuster that they use a service but since I was on my way it was to late.I then picked up my vehicle after waiting for 30 + minutes, I was not informed to look at the vehicle prior to leaving and since I was now late for a meeting I jumped in and left. On Saturday I noticed that my steering wheel was damaged. Looks like somone hit it from the left side or used something to grab the steering wheel. I took a picture and sent it to stormwise. I was told since I did not mention it prior to leaving the lot that they would not take responsibility of it. The steering wheel was not in that condition when I dropped it off. I am requesting the refund of ****** the cost to replace my steering wheel.

  

  Business Response

  Date: 07/12/2024

  I want to clarify a few of the complaints lodged against us. The first issue is that we do not declare a vehicle a total loss. That decision is made solely by an insurance company. Secondly, fair and reasonable storage fees are charged by all shops in this industry as it is a common practice. Our daily storage charges are well below the average for our area. Technically, these charges should be paid by our customer and then reimbursed to them by their insurance company. As a convenience to our customers, we send the invoice directly to their insurance company so that our customers are not forced to go out of their pocket. However, if a customer wants their vehicle back before the insurance issued payment, we present them the option to pay it themselves and get reimbursed. We know how much of a hardship it can be for our customers to be without their vehicle and we do as much as we can to get their vehicle back as quickly as possible. 
  We normally dont pay for ride share for customers after their insurance company has declared a vehicle a total loss. We are happy to reimburse our customer in this situation as well as the charges incurred for recharging the vehicle. This is the first we are hearing of either of these issues. Had they been brought to my attention, we would have gladly come to the same conclusion.
  As far as the damage on the steering wheel, we cannot be held responsible for this damage. The vehicle was not repaired. The claimed damage on the steering wheel is in plain sight of drivers vision as well as directly where a drivers hands are placed. The was also damage of a similar fashion on the steering wheel when the vehicle was dropped off.. We did not cause this damage.
  
  

• Initial Complaint

  Date:05/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Stormwise worked on my truck to repair hail damage. They were supposed to pay for my car rental but have been withholding my money because they didnt keep good records (their own employees told me this) and are now trying to get more money from my insurance.

  

  Business Response

  Date: 05/20/2024

  This issue has been discussed with our customer and we have come to a resolution. The reason any rebate is held is because we are still owed money. While we act as intermediary out of a service to our customers, the insurance companies we deal with are not our customers. Any monies owed to us is technically owed by our customers, who would then need to request reimbursement from their insurance company. As a business, it would not make sense to issue a rebate to a customer that still owes us money. This issue was discussed with our customer.
  That being said, all monies have been paid and the rebate was given to the customer.
  
  

• Initial Complaint

  Date:05/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted with the Stormwise Auto Body Shop in ********, **, to repair hair damage to my 2020 ****** Crosstrek. At the time of the agreement to repair the damage, Stormwise offered two promotions. The first promotion was to reimburse the full cost of a rental car provided through an arrangement with the local ********, **, Budget ****************** The second promotion offer was a payment of $300 for delivering and picking up the the ****** at the Stormwise location instead of having the vehicle picked up and returned to my residence.I paid my portion of the repair of the repair, minus the additional costs paid by my insurance, directly to Stormwise when I picked up the vehicle on Wednesday, March 6th, 2024. At the time, I told by ****, the Stormwise employee I had been working with, that the rental car reimbursement and $300 promotion, "may not make it into the mail this week, but if it does not, it will definitely go out next week".It is now May 6th, and Stormwise has not provided the cost of the rental car, $1848.42, or the $300 vehicle drop off promotion. I have repeatedly contacted **** with Stormwise via telephone and text messages, requesting a payment status of the $2148.42 they contracted to pay me, and have been repeated provided excuses as to payment delays ("the paperwork is processing through our accounting department", "your payment and a number of other checks are sitting on the president's **** awaiting signature", etc.). I was informed by ****, via text, on April 11th that my payment had been mailed on April 10th.I called **** on May 6th, requesting an update on my payment and was informed that Stormwise was in a dispute with ********************* over a portion of insurance claim the payment. ********************* does not have a record of the dispute Stormwise is claiming.I would like to file a complaint against Stormwise for what I believe amounts to fraud on their part for promising payment they are refusing to make in any timely fashion.

  

  Business Response

  Date: 05/15/2024

  I am writing in response to the complaint regarding the reimbursement for the rental car and the vehicle drop-off promotion provided by Stormwise. Firstly, I would like to extend my sincere apologies for any inconvenience or frustration this situation may have caused.
  I would like to provide clarity on the reasons behind the delay. Following the completion of the repair on the vehicle, we encountered an unexpected issue with the payment owed to us for the repair services. The insurance company initiated a stop-payment on the check, resulting in the funds being deducted from our bank account. This occurrence is highly unusual and not standard practice. Typically, such actions would require explicit request and authorization.
  Contrary to the information provided earlier, there is no dispute between Stormwise Auto Body Shop and the insurance company regarding the claim. The funds in question are actually owed to us by our customers, who then seek reimbursement from their insurance company. As a convenience to our customers, we often handle interactions with their insurance company directly. However, as a business, it is essential for us to ensure that we receive payment for the services rendered before issuing reimbursements or promotional payments.
  StormWise fully intends to issue payment once funds are received and verified. StormWise will refund up to $35/day plus the $300 promotion as promised. We fully apologize for the misinformation given to our customer. While not done intentionally, we recognize the problem and in line with our plan to eliminate these mistakes, the employee responsible has been disciplined. This discipline is up to and including termination.
  I want to assure you that resolving this matter is of the utmost priority for us. I have personally initiated an investigation into the circumstances surrounding the payment issue and am actively working to rectify the situation. Our team is in communication with the relevant parties involved to expedite the release of the funds owed to us, thereby enabling us to fulfill our commitment without further delay.
  I deeply regret any inconvenience or frustration this situation has caused.
  
  

• Initial Complaint

  Date:12/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 91/2023 we made appointment for 9/25/2023 for hail damage repair to my son's car. At that time, by their request, I sent another shop's estimate of repairs. At time of making appointment, she advised they would use the estimate and get started immediately. They did NOT use the estimate, instead sending a whole new estimate to my insurance company and then sent it to the wrong department so it sat there for a month. We were not notified by Stormwise that they were DOUBLING the cost of repairs from prior estimate, and we were not notified they were awaiting word from insurance. We didn't know anything until I got a text message on October 22, 2023 reminding me of appointment to drop off the car on 10/25. They said this text message was an error but this prompted me to call the shop where I found out all this information. My belief is that this repair shop sent in an estimate at slightly less than what they thought would cause the insurance to total the car. But, the insurance company did total the car due based on this inflated estimate (it was a 2023 with **** miles on it!) Their greed caused a big loss and my son having to purchase a new vehicle. When I tried to obtain the car back to take it to the original shop, they wanted $4400 in storage fees, even though the car was there so long due to THEIR errors and lack of communication. Also, when the company hired by insurance to pick up the totaled vehicle called Stormwise, they were told that Stormwise didn't have the car. That was also false. The business stated they would cover rental car after $500 of deductible was paid. We paid deductible of $1000 to insurance company due to car being totaled. Now, Stormwise will not reimburse the full amount of the rental car and we feel that due to their misleading acts, unscrupulous practices, and errors in submitting claim correctly, that the rental should be covered in full and we seek a refund of the $500 they shorted.

  

  Business Response

  Date: 12/18/2023

  on 91/2023 we made appointment for 9/25/2023 for hail damage repair to my son's car. At that time, by their request, I sent another shop's estimate of repairs. At time of making appointment, she advised they would use the estimate and get started immediately. They did NOT use the estimate, instead sending a whole new estimate to my insurance company and then sent it to the wrong department so it sat there for a month. We were not notified by Stormwise that they were DOUBLING the cost of repairs from prior estimate, and we were not notified they were awaiting word from insurance. We didn't know anything until I got a text message on October 22, 2023 reminding me of appointment to drop off the car on 10/25. They said this text message was an error but this prompted me to call the shop where I found out all this information. My belief is that this repair shop sent in an estimate at slightly less than what they thought would cause the insurance to total the car. But, the insurance company did total the car due based on this inflated estimate (it was a 2023 with **** miles on it!) Their greed caused a big loss and my son having to purchase a new vehicle. When I tried to obtain the car back to take it to the original shop, they wanted $4400 in storage fees, even though the car was there so long due to THEIR errors and lack of communication. Also, when the company hired by insurance to pick up the totaled vehicle called Stormwise, they were told that Stormwise didn't have the car. That was also false. The business stated they would cover rental car after $500 of deductible was paid. We paid deductible of $1000 to insurance company due to car being totaled. Now, Stormwise will not reimburse the full amount of the rental car and we feel that due to their misleading acts, unscrupulous practices, and errors in submitting claim correctly, that the rental should be covered in full and we seek a refund of the $500 they shorted.

   

  We received the vehicle on 9/25/2023 and immediately cleaned the vehicle off and wrote our own estimate for the vehicle. This is standard operating procedure for all non-Direct Repair Program (i.e. shops partnered with insurance compainies) shops and something that is done on every single car. It was determined that a significant amount of damage was left off the initial estimate and a supplement was sent into American Family. After following up with them multiple times, we finally heard this was declared a total loss on 10/24. We apologize greatly for the lack of communication during that time span. It is an issue we have addressed, as we are now contacting every customer twice a week. The delays in approval lie entirely on American Family. The several weeks it took them to come to a determination is not unusual. With the high amount of hail this year, they are inundated with claims and it takes a while for them to process ********************* companies are the ones that determine total loss, we have nothing to do with that decision. We hate when vehicles are totaled, as we would much prefer to fix them. When a car is deemed a total loss, it is common practice for shops to charge insurance companies fair and resonable storage fees. Our fees are more than reasonable, sitting right at the median for the area. The customer signed an agreement stating this information when he dropped off the the vehicle. He also signed documents making him aware that we would reimburse him for up to $35/day from the dates of 9/25/2023 to 10/25/2023. The customer has a $1000 deductible and was made aware before the appointment that we would reimburse for rental and waive $500 of the deductible or waive the entire $1000 deductible, but not both. This is the offer that is made to every customer with a $1000 deductible. Deductibles are not paid to insurance companies.

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20967886
  
  I am rejecting this response because:

  The reason for the delay with insurance is because it was not sent to the proper place and I was not notified they were awaiting a response.  I had to call to find out and once I did, it took me 2 minutes to resolve it with the insurance company--they found it sitting in the incorrect inbox and instructions were ignored.  ********************* never received calls, I never received calls.  We were completely in the dark until I got an erroneous text message which spurred me into action.  ************ does not do business ethically.  They lie every time you call, they don't respond to emails, they don't respond to a text message when you respond to their message.  Even when I called to confirm they would cover the entire rental period, they did not inform me of any insurance delays.  They also did not immediately review the car for damage, your first communication to insurance was well over a week after we dropped off the car.  

  Your lack of communication TO YOUR CUSTOMER is completely inexcusable.  Your misleading information after holding the car hostage is also inexcusable.  From making the appointment forward, your company has lied.  We were initially told 2 weeks to fix, take it in and it's 4.  4 weeks later the car has not been touched.  

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We dropped off my wifes car in early September and it December 1st and they havent done the work they promised. We are paying for rental cars and thy finally said we can pick up our car and drive it until they are ready to do the work, but they are demanding payment when the work has not been completed. **************** is non existent and some of the staff has been extremely rude.

  

  Business Response

  Date: 12/12/2023

  Our owner spoke with ****************** on 11/29 about both of their cars at length. Explained the delays and the current status of his vehicles. ****************** seemed very happy with our conversation and at ease. We installed the windshields and let ****************** know we'll return the vehicles until a spot opens up at the body shop. We also refunded the money we were paid for the work that is yet to be completed, and only asked for the money owed for what had been completed.
  
  

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dropped truck off September 20th.. No communication about a hood on backorder and no communications about the status of my truck. I chose Stormwise because they were offering $75 there and back if I drove myself. I have the communication via text. I live in **************** so its a lengthy drive. When I called for an update on November 6th the receptionist never said my hood was on backorder and the truck was ready for pickup. I asked about the $75 incentive to bringing it there and was rudely interrupted by her stating they don't pay people to drive their own vehicle in. When I did pick up my truck the hood and d/s mirror were still damaged. I was only then told the hood was on backorder. I had no choice but to drive it home. I now have to put unnecessary miles on my high mile truck. I called today 11/20 and spoke with ****. I asked her to make it right and they call a tow truck to come get it and deliver it back once done. She again cut me off and rudely stated we're not getting you a tow truck. Since the hood and mirror are not repaired I feel I shouldn't have to put more miles plus pay for gas for their mistake. If this could please reach the owners ***** or Celine ********************** as well.

  

  Business Response

  Date: 11/28/2023

  We reached out to **************** multiple times through out the repair process, keeping him updated on the status of his truck. While backordered parts are unfortunate, they are also out of our control. The $75 per trip that was promised to **************** is also not something that we normally offer, however we did agree to pay him that amount. In addition we sent drivers down to him to valet his vehicle back to our shop. We took a picture of the gas gauge at pickup and will return the vehicle with the same amount of gas as when we picked it up. Asking us to pay hundreds of dollars to tow a drivable vehicle is unreasonable.

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20895709
  
  I am rejecting this response because:

  I have attached all correspondence that I've gotten. They never called me. I also attached a call log from them. Only once was incoming and that was from the form I filled out online. All other times I had to call. Yes they mentioned my hood on hqckorder when I call3d for an update in October. If they "knew" it was on backorder they should have told me. As the screenshots from my chat with **** she does jot mention this. She only mentioned my truck was ready to be picked up. This is a profitable company and it surely isn't outrageous as they say to expect a tow for "THIER MISTAKE"! The only option was them offering to pickup my truck so as I didn't have to drive it. That's not the issue here. My truck has 132k miles on it and its a 62 mile drive each way.  That is unnecessary milage to my vehicle. Not to mention how badly I was treated and called a liar by ****. I also mentioned my driver side mirror light as being cracked that wasn't repaired but it sure was on the estimate. Lastly, they still haven't explained to me why I needed a brand new hood. They were able to repair the roof which to me had the same hail damage. Since a tow is no longer an option, I would like to request an oil change and a full tank of gas upon return. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hail Damage Repair. Turned in the vehicle I turned in my vehicle on July 31st 2023, They said it would be a couple months. Everything was fine until late September when my rental car company contacted me about returning my rental. I called my insurance and they stated that they could not keep paying for it because they have not received an update form the hail company. I called stormwise and they didn't answer or returned my calls for two weeks. I had enterprise company wanting me to return my vehicle and they called me everyday. Stormwise family contacted me on the end of September and told my insurance my vehicle will be ready the first week of October. I called after the 1st week of October and still had no response from stormwise because what they promised was not true and the rental car wanted the vehicle back. Long story short, bad communication. We are going on the end of November and I don't know when I would have my vehicle back.

  

  Business Response

  Date: 12/12/2023

  We spoke to the customer and his insurance regularly throughout the process. There were weeks, where communication was missed. We are aware of the issues and have taken steps to correct them. However, We did speak to his insurance on multiple occasions and spoke with an adjuster on 10/17 who was going to extend the rental coverages, as the delays in repairs are all from insurance taking so long to approve the damages. Customer picked up his vehicle in November.

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Working with this company has been the most frustrating, hair pulling experience i have ever had with a business. Had my car for 2 months ( dropped off July 20th) because of their incompetence. They do not know how to submit supplemental forms correctly after being told the correct way multiple times. Communication is horrible ( my insurance company had the same trouble communicating with stormwise. ) and if you are lucky enough to get somebody they'll tell you lies and try to pass the blame to the insurance company. All of the employees will lie and tell you what you want to hear but they don't tell each other what they said so their stories never match up. LIARS! ALL OF THEM!As of yesterday 09/20 the vehicle was still not ready because some molding was on back order, but was told I could pick up my car and take back when the part arrives. The molding I was told that's on back order is called scalp. The damaged old molding on top of window in the picture is the scalp molding.Well, I pick my car up today 9/21 and now they tell me all parts arrived yesterday and my vehicle is complete, all the scalp molding arrived yesterday.I don't have special lights and backgrounds like they do to see the dents but when I got home in my garage I could see 7 or 8 dents in the rear passenger door "scalp molding" and 1 dent on front passenger door "scalp molding".It looks like they just slapped the old scalp molding back on the car.They even tried to hold back the $200 promised kick back/ referral because they had to cover my rental for the last 2 weeks, because of THEIR mistakes. And to top it all off. Instead of getting a clean vehicle as promised, My car smells like B.O and I'm told they only hand towel off the outside of the vehicle and do not use chemicals for liability issues. Lol. What??

  

  Business Response

  Date: 10/19/2023

  ********************** claims are unfounded and inaccurate. He claims that we didn't know where to submit estimates is false. We received the vehicle on Thursday 7/20/2023. By Tuesday 7/25/2023, we had our supplemental estimate completed and send to his insurance. His insurance sent out an appraiser from ********* on 7/31/2023 to look at the vehicle. An appraiser would not have been sent out if they did not receive out estimate. The six-day response time from them to send out an appraiser is well within the expected timeline of response due to the high volume of claims in the area due to hail.  However, it took them an additional two weeks to send us an approval for the damage on the vehicle. We when received the approved Supplement 2 on 8/16/2023, damage was still left off. However, we spoke to ****************** that same day, explained the situation to him, and agreed to fix his vehicle on good faith of the remaining unapproved damaged being eventually covered by ******. This is a huge risk on our part that we undertook in the attempt to get ****************** his vehicle back as quickly as possible. His vehicle was put into our queue for approved damage to repair and repairs we completed on 8/31/2023. During that same time period, parts were ordered. We ordered all 4 belt moldings, 4 scalp moldings,.  We received 4 of the 8 moldings on 8/29/2023, however 4 remained on national backorder. We received one molding on 9/21 and this was communicated to ******************. That molding is still here when ****************** is available to have it installed. We also offered to give him the money we were paid for an additional missing moldings.
  His accusations that we did not communicate with him or his insurance are also untrue. As previously stated, we received the vehicle on 7/20/2023. Our first communication with his adjuster, ******, was the very next day on 7/21. We emailed ***************** on 7/25 with our supplmental estimate. We provided a text message update to ****************** on 7/28 letting him know we were still waiting for our supplement to be approved. We spoke with ****** at Safeco again on 8/1, advising that the Nexterra appraiser was here 7/31. On 8/2, we updated ****************** letting him know the appraiser was here.  We responded to an email and called ****************** on 8/9 and called him to explain the current status with his insurance.  We spoke with Safeco again on 8/10 in an attempt to get the approved supplement so repairs could continue. Followed that up with a call to ***************** to inform him of the updates. We left an unreturned VM for adjuster ******************* on 8/14 as well. On 8/14 ****** called ***************** saying we never sent them anything and he called us asking why we haven't done anything with his car. We offered to send him everything we had done. He called us liars and asked us to call ******. We called ****** asking her why she told them this as we informed her on 8/1 that the appraiser had been here the day before and had received our supplement.  We believe this is the basis for ********************** thoughts of the lack of communication and his claim that we didn't send in anything correctly. On 8/14, we left another voicemail for the adjuster in an attempt to have them extend ********************** rental coverage. We left another VM for ****** later that morning letting her know we received the approved supplement, but that damage was still missing and we will be submitting a 3rd supplement. Supplements were re-submitted to Safeco and Safeco that day. We then called ****************** and let him know that we were moving forward and continuing repairs with Supplement 2. ***** was concerned with who would foot the bill if the insurance company totals his vehicle or if the insurance company refused to pay the balance. We advised that car will be 100% fixed and that if the insurance does not cover the full cost of damages, StormWise will foot the bill. We called and emailed ****** again on 8/22 asking for an approval on the Supplement 3. We followed that up with a text conversation with ****************** that his vehicle is in queue for repairs and we are still waiting on Supplement 3 to be approved, but re-affirmed that the vehicle was going to be fixed 100% regardless of if Sup 3 is approved or not. 3 separate employees called and spoke to ****************** on 8/31 letting him know the paintless dent repairs have been completed and that his vehicle is in reassembly, that we are still waiting on parts, apologized for not getting back to him sooner, to let him know how to extend his rental through Enterprise and that we will reimburse him for up to $35/day for any rental cost after his rental coverage runs out. We spoke to him again on 9/18, 9/19 via email, and finally on 9/21 to let him know the vehicle was ready. He texted us later on 9/21 upset that the old molding were still on the vehicle. We reminded him that some of the moldings are still on backorder and that we will install them once they come in. On 10/10 we offered to give him the money we were paid for the parts that were still on backorder. On 10/17, he told us to cancel the order for the backordered parts and send him a check. That check will amount to $133.56.
  As far as the claim that we only wipe down cars, that is also untrue. All vehicles are taken to a car wash and then the interior is wiped down with Griot's Speed Shine and interior detail spray. If any dust accumulates after the wash but before the vehicle is picked up, the the vehicles are then wiped down again with Speed Shine.

  Customer Answer

  Date: 10/20/2023

   
  Complaint: 20639475
  
  I am rejecting this response because:

  Stormwise has done nothing but lie, pass the blame and make excuses. A bit of our communication was done via email, ******** messenger and text between Stormwise and myself. The notes this company always refers to has been consistently contradicted by the emails and texts sent by them. The lies and contradictions can be seen very clearly. Even in the the response given to this BBB complaint they contradict themselves. 

  Their response "****************** on 8/31 letting him know the paintless dent repairs have been completed and that his vehicle is in reassembly, that we are still waiting on parts, apologized for not getting back to him sooner, to let him know how to extend his rental through Enterprise and that we will reimburse him for up to $35/day for any rental cost after his rental coverage runs out. We spoke to him again on 9/18, 9/19 via email, and finally on 9/21 to let him know the vehicle was ready. He texted us later on 9/21 upset that the old molding were still on the vehicle. We reminded him that some of the moldings are still on backorder and that we will install them once they come in."
  

  Again they say "We spoke to him again on 9/18, 9/19 via email, and finally on 9/21 to let him know the vehicle was ready."
  

  And here is the email text I received on 19th-
  

  "Hi ***********
  

  I just spoke with the technicians and they informed me that they have another set of belts and moldings coming in. They are arriving today and the techs will install those today or early tomorrow morning. Once they are installed your vehicle will be ready for pick up. We will call you as soon as it is finished. 
  

  Thank you 
  

  Stormwise,
  

  So, when I received the phone call saying my vehicle is ready, I specifically asked about the molding and was told ( after looking at notes, lol) 100% done, pick up your car. 

   As you can clearly see in there statement, they contacted me to let me vehicle is ready for pickup. I was told by the receptionist, ****, the moldings have  arrived and installed.  The parts/tech manager, ******, confirmed this. So yes, I am upset they put old parts on the car and lied and said it was ready to get rid of me. 

  The below text sent by, i beleive the owner, is copied from messenger received 9/22 after calling out the receptionist who quoted the notes ( again, notes, lol) saying moldings arrived and installed when i picked up my car. 
  

  "So **** did NOT lie but DID make a mistake. The last mldg. The right rear upper DID show up yesterday. The Rt Front WAS replaced but the art rear was Not. I had parts reorder the Rt front mldg and he will let me know the estimated delivery date on that."
  

   30 min later I get another response. 

  "Subaru is telling us we should have the replacement front Right Scalp today." this is on 9/22.

  10/7 - I email for an update. They do not reply until 10/10 and they say in text -
  

  "Hey *****! we received 4 out off 8 moldings. The other 4 are still on back order."
  

  what? I was told on the last convo on 9/22 one scalp did come the day before and the other should be end of day on 9/22. Why is there 4 of 8 again? Another lie? A mistake? Another one???? They can't keep up with the lies because they lie in their notes and don't know what they told me. 

  This is just an example of what every single interaction with the company is like. I can contradict most of there other claims also.
  

  I am happy to forward/screenshot all email, text and messenger correspondence between myself, stormise and insurance company to show truth if more is needed. 
  

   

   

   

   

   

   

   

   

   

   

   

   

  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/29/2023

  This is a dishonest company. They have lied on multiple occasions and only give more lies and excuses. They need to apologize for not being truthful with no excuses.

  

  Business Response

  Date: 11/03/2023

  Dear *****,

  We are very sorry for the misinformation you received. We have revamped some of our Quality Control procedures and have acquired new staff. Many of the staff members you spoke to are no longer with the company. We are happy to cash you out for the parts that were on back order as requested. Most moldings have been difficult to get ahold of due to the strike in the auto industry. We would love to rectify this situation as best as possible for you and sincerely apologize for the dismay this caused you. We agree there should have been more research done prior to responding to your questions to ensure you received accurate information. Thank you.

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20639475
  
  I am rejecting this response because:

  MORE LIES, YOU CONTINUE THE SAME CYCLE, Still passing the buck and making excuses. This is not an apology. This is not accepted. YOU AND YOUR EMPLOYEES HAS GIVEN LIES, NOT MISINFORMATION!

  1. You say - "We are happy to cash you out for the parts that were on back order as requested. Most moldings have been difficult to get ahold of due to the strike in the auto industry. We would love to rectify this situation as best as possible for you and sincerely apologize for the dismay this caused you."
  

  - YOU are the cause of my dismay, not the parts on back order. 
  

  I have a text on Oct 17th saying my info went to accounting so they can send my check. Why is this not done yet? Was that another lie or another one of so many exhausting mistakes of your employees? Again? 
  

  Did you "research" your notes? (I bet an employee that no longer works there answered this. Huh?)
  

  2. You say - "We agree there should have been more research done prior to responding to your questions to ensure you received accurate information. Thank you."
  

  - LOL! see 1 above. Good job on that research. 
  

  EVERY SINGLE CONVERSATION WITH YOU IS A CONTRADICTION. LIARS! THIS IS JUST GETTING RIDICULOUS AT THIS POINT DONT YOU THINK? 
  

  Sincerely,
  

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

  Customer Answer

  Date: 12/04/2023

  Not surprisingly, stormwise still has not reimbursed me for the moldings that's on back order as promised and are unresponsive to my inquiries. I want my money ASAP.

  

  Business Response

  Date: 12/18/2023

  A check for the 2 moldings has been issued and will be mailed out on Wednesday 12/18/2023

   

  Customer Answer

  Date: 12/24/2023

   
  Complaint: 20639475
  
  I am rejecting this response because: 

  The check still has not been sent, as promised, again. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 01/10/2024

  Check has been received. 

• Initial Complaint

  Date:09/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scheduled paintless dent repair for hail damage in late June, 2023. When I scheduled I was told estimated time to completion was two weeks. I dropped the truck off Monday, July 24 and was told it would probably take 3 weeks, 4 at most. Today is September 14, it has been almost 8 weeks.The business refuses to give me any semblance of a time frame to completion. I sent two emails last week, I sent two yesterday, I have called a dozen times. They do not answer the phone, they do not return emails or calls. Three weeks ago I was informed that repairs were approved, everything was settled with insurance, but they didn't yet know what work was required until in was in front of a tech. They promised that would happen by the following week, 9/5. On 9/7 I finally got a hold of them again and they said the same thing, this time that it would be in front a tech by the following week, monday or tuesday at the latest. Today is Thursday and I haven't heard a word, I can't get a hold of anyone. I have informed them that my wife and I both rely on our cars for a living and that we have a 2 month old, that we have to have our truck back. I have no way of knowing how long this company will keep my vehicle, if I'll ever get it back and I don't know what to do because no one will talk to me. There are other recent reviews on ****** describing the exact situation that I am in, with people so far waiting 10, 11, 12 weeks even. This company should not be doing business like this.I would of course like the work to be completed as promised but at this point I really just want my vehicle back.

  

  Business Response

  Date: 10/03/2023

  **************,

  Your input is very important to us.  We are so sorry for your bad experience.  Our records indicate that your were advised the repairs would take four weeks.  I have completed an audit of your work file and have outlined a detailed account of *********** order.  

  7/24 - Vehicle was dropped at our repair shop

  7/31 - Our estimate was sent to your insurance company for approval

  8/1 - Our estimate was resent to your insurance company

  8/11 - Received an estimate in response from insurance company, but it was much lower than our requested repair estimate.  Under review by shop manager.

  8/25 - Resubmitted our estimate to insurance for further approval. 

  8/29 - Received an approval from insurance based on our original estimate.  Approved for repairs.

  9/14 -  Customer advised that vehicle would be ready for pick up after it passes our quality check.

  9/15 -  Customer picked up vehicle.

  Although, it took a couple more weeks than originally planned, we sincerely hope that you are pleased with the quality of  the work, which is backed by our lifetime warranty.  Note that it took some extra time negotiating with your insurance company to ensure that we could repair 100% of the damage to your vehicle. 

  Please let me know if we can provide anymore information.

  Regards,

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

  DIRECTOR OF SMILES :)
  A: *********************************************************
  P: ********************
  W: www.StormWiseHailRepair.com
  
  
  

   

   

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company stopped communicating with insurance and rental company causing unfair and undue out of pocket expenses. Work has also taken 2 weeks longer than quoted.

  Customer Answer

  Date: 09/13/2023

  see attached

  

  Business Response

  Date: 10/16/2023

  **************** dropped off his 2021 ***** Colorado with our shop for repair on Friday July 28, 2023. By Tuesday August 2nd, we had washed the vehicle, assessed it for damage, and written our estimate. On Wednesday August 3rd, we sent our estimate and photos of the damage to **************** and his insurance. After 2 weeks, on 8/17/2023, we contacted **************** letting him know we still hadn't received approval from his insurance company. We finally received a copy of Approved Supplement of Record 1 on 8/31/2023, however much of the hail damage was left off the approved estimate. During these 28 days, multiple attempts were made to contact USAA to receive approval. **************** called on 9/5/23 to get an update and to let us know he ran out of rental coverage. His insurance took 29 of the available 30 days of his coverage to approve the damages to his vehicle. We attempted to contact USAA about this issue, but were only able to finally speak to adjuster ******* on 9/12/2023, and she said repairs were taking too long, ignoring that we waited 29 days for them to approve the damage to the vehicle.  Our production manager *********************** spoke to *************** that same day, 9/12 and agreed to reimburse *************** for the out of pocket rental expenses, despite the fault for the delays belonging to USAA. Shortly thereafter, USAA realized the delay was on their end and extended out ******************** rental coverage. We sent him a text message making him aware of that fact. He was upset that was not what we agreed to, but sent us a text message at 2:17 pm telling us to "Disregard. That portion of the situation is resolved." At that point we proceeded with repairs, taking less money for the repairs, just so that ******************** vehicle could be repaired and back to him. On 9/18/2023, we informed **************** via voicemail that the paintless dent repair portion of his repairs had been completed, but the damage was too extensive to his hood and a new hood had been ordered. We called **************** again on 9/25 to let him know that we were still waiting for the hood to come in. **************** called the next day on 9/26 and we let him know the hood came in and it was scheduled to go to the paint shop on 9/28. On 10/2, we texted *************** and let him know that his truck was still in queue at the body shop. He responded with frustration asking how long the queue is currently. On 10/3, due to the overwhelming amount of painting needed to be done by all shops in the ****** area, I called **************** to discuss options for completion of repairs. I offered him three choices - 1) Continue to wait for a spot to be available in paint or 2) Get the truck back now and book a time to bring it back when a spot opens up for paint or 3) take a check for all monies we received for the part and painting of his hood. **************** chose option 3. We then made sure the truck went through quality control, washed the vehicle, and let him know his vehicle was ready for pickup. Upon pickup we presented a check for $1633.05 for the hood and another check for $200 for the rebate promotion that was promised to him in our advertisement.
  At no point during this process did we refuse to communicate with the customer, his insurance, or Enterprise Rent-A-Car. All repairs were done as fast as they could be. All delays were things that were out of our control, both with delays from USAA and supply chain issues in getting a new hood. All promises made to **************** in our advertisement were completed. Any repairs that were not finished were because **************** chose to take all the money we received for not replacing or repairing his hood.

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20588624
  
  I am rejecting this response because:

  The response is full of fluff and lies. Enterprise had reached out through their automated services a total of five times (their policy states that they attempt four times) for updates, and never received a response. This lead USAA to terminate payment of the rental services.  It had nothing to do with running out of coverage, I had only used 29 of 50 days. USAA covered the rental after it was turned in an offered to renew it since they had spoken with the shop and were able to verify that repairs had not been completed. During my conversation with USAA they questioned me as to whether any repairs had been made at all. I had both companies on the line at the same time, and when asked the service manager stated that repairs had been started. This was the only reason that I didn't have the vehicle removed from the shop that day. As for your offer to cover the rental expenses, that would be asking me to pay out of pocket for an expense that was covered by insurance on faith that you reimburse me, and that was not a risk that I was willing to take.
  

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/19/2023

  We apologize for the concerns of *****************  Him not being able to reach us did in no way delay the repairs of his vehicle.  What delays most claims, is not being able to reach insurance adjusters, and a lack of parts.  USAA was completely swamped as well as everyone in the entire industry, not just StormWise.  There was also an autoworkers strike which affected parts availability.  As stated in the previous correspondence, we made several attempts at getting his insurance to approve repairs, both by email and phone calls to his adjuster.  Getting a check for way less than the repair estimate amount does not constitute an approval.  What USAA did not relay to ****************, was that due to the volume of catastrophes, their estimates were being managed by a third party, SolutionWorks, and they were backed up at least three weeks with their estimates.  We had several conversations about this with USAA regarding many claims that were delayed in the process.  In regards to the rental car, most shops to not provide rental car reimbursement at all.  We were happy to serve **************** and provide this benefit to him.  We are also always willing to work with customers who can not afford a rental car.