ComplaintsforT & M Auto Body

• Initial Complaint

  11/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After my car incident that took place on 09-08-23 I went down to visit the dealership that sold me my car which was towed back to them explaining that I did not want to send my car to T&M Autobody yet my hand was forced in sending it there anyway. Went down to speak with T&M Autobody in the following days. Received details from T&M Autobody of damage of vehicle and told by the owner to lie about being the operator of the vehicle at time of the incident even though I told them I was not and was at work. T&M Autobody talked about what insurance would cover and how they'd get paid. After the visit I explained to my insurance everything that was said during my visit to T&M Autobody and how uncomfortable the situation was and how the whole thing felt like a scam. I tried to get my vehicle towed to a legitimate dealership and maker of vehicle down the road on I believe it was 09-14-23 but T&M Autobody refused to release my vehicle claiming because of towing fees and other fees. Even the Chevy autobody service employee tried to assist me. Went on to reported T&M Autobody to *** as well as the bank whom I received the loan from and my insurance, everyone agreed the whole situation seemed fraudulent. I refused to speak to T&M Autobody or have any further contact. They sent me a letter in the mail reaching out explaining that the car would go into their possession after a certain time frame and how I still owed them towing fees and other fees.

  Business response

  11/20/2023

  We assisted Mr ****** with his vehicle and towed it to our shop on 09/11/2023.  We helped him call in his claim and then assisted the insurance adjuster by doing what is referred to as a teardown and diagnosis of the damage.  The motor is blown as they hit something and it ruined the underside of the motor.  We do have photos and diagnostic scans.  The insurance company wrote the damage of $8300.00 to do the repairs.  Mr ****** has refused to communicate with us after initially helping him call in his claim. he did have the dealership call and they "demanded" the vehicle be delivered to them.  I told the woman on the phone that charges were owed, including the tow by us and we had paid the place their tow fees in order to pick it up.  We are also owed tear down time for the time we spent to diagnose it for the insurance company.  I have spoken to his insurance company as well as his finance company and told them he refuses to communicate with us at all.  We have NOT received any payment on this vehicle, have not replaced the motor and do not wish to do so.  Mr ****** signed paperwork authorizing us to do repairs before we touched it for the diagnosis.  He is more than welcome to take it elsewhere but towing, diagnostic and storage fees are due of course.  These are standard practice with any towing and repair facilities and are obviously not free services.  The shop owner called Mr ****** and when he does decide to answer simply states " I'm not going to talk to you or I cannot talk to you".  I have sent out certified letters to both the owner and lienholder as this vehicle is now considered "abandoned" on our property.  The finance company has communicated with us and I believe it is now in the process of being repossessed by them.

• Initial Complaint

  10/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  September 4th, 2023, ~ 1 p.m., my car sustained a flat tire and the State police requested towing to the destination of my choosing. September 4th, 2023 Chris from T&M Auto Body arrived around 3 p.m. with a tow truck at the location of my car (2020 ***** ****** on ***** northbound near exit *. I agreed with Chris that he will tow the car to ******** ***** in ******* **, and that I will meet him there to pay the towing costs. In breach of our agreement, Chris took my car elsewhere without informing me while I waited for him at the agreed destination. I was not informed or agreed to towing my car to T&M auto body and I should not be responsible for T&M auto body's decision and the associated costs of towing my car to a location other than agreed. The next day I still had to take the my car from T&M Auto Body to ******** ***** in ******. To resolve the issue I request that T&M auto body remit the total of $1*3.84 to *** **** at my address listed above.

  Business response

  10/18/2023

  THIS TOW WAS ON A HOLIDAY WEEKEND.  THE CUSTOMER REQUESTED HIS VEHICLE BE TOWED TO THE DEALERSHIP AS HE DID NOT HAVE THE LOCK NUT TO CHANGE HIS FLAT TIRE.  HE ATTEMPTED TO BARTER THE MANDATED STATE PRICE OF THE TOW AND ALSO  BECAME UPSET WHEN HE WAS INFORMED THE CHARGES WERE CASH ONLY AS  HE WANTED TO PAY WITH A CHECK.  UNDER NO CIRCUMSTANCES ARE OUR DRIVERS ALLOWED TO ACCEPT PERSONAL CHECKS.  THE DRIVER CALLED THE SHOP OWNER, MR MICHAEL L*****, WHO ALSO REITERATED, NO PERSONAL CHECKS ARE ACCEPTED.  AGAIN THE CUSTOMER WAS TOLD CASH ONLY. AT NO TIME WAS HE WILLING TO STOP AT AN ATM MACHINE . HE BECAME VERY HOSTILE AND YET AGAIN ATTEMPTED TO BARTER THE PRICE OF THE TOW. THE DRIVER WAS THEN FORCED TO RETURN WITH THE VEHICLE TO THE IMPOUND LOT FOR NON PAYMENT OF SERVICES.

  THE FOLLOWING DAY, THE CUSTOMER CAME IN AND SETTLED HIS TOW BILL.  WHILE HE WAS PAYING, HE WAS AT THE SAME TIME LEAVING SLANDEROUS ****** REVIEWS. IN AN ATTEMPT TO DIFFUSE THE SITUATION, WE REMOVED HIS WHEEL LOCK WITH A UNIVERSAL LOCK REMOVER, SO HE COULD CHANGE TO HIS SPARE TIRE AND AVOID A SECONDARY TOW WITH HIS ROADSIDE SERVICE.  WE DID NOT CHARGE FOR THIS ADDITIONAL SERVICE. 

  APPROXIMATELY A WEEK LATER, WE RECEIVED A  LETTER FROM AN ATTORNEY ATTEMPTING TO RECOVER HIS TOW FEES.  WE TOW 24/7 EMERGENCY FOR LOCAL AND STATE POLICE AND RATES ARE STATE MANDATED.  THIS WAS A LEGAL TOW ORDERED BY THE ** STATE POLICE AND WE WILL NOT REIMBURSE HIM.  IN OVER 30 YEARS OF BUSINESS WE HAVE NOT COME ACROSS SUCH ATTEMPT TO GET OUT OF LEGITIMATE TOWING FEES.

  FURTHERMORE, WE WERE FORCED TO RETAIN OUR OWN LAWYER WHO REQUESTED REMOVAL OF THE SLANDEROUS ****** POST AND HE HAS YET TO DO SO.  UNDER NO CIRCUMSTANCES DO WE OWE THE PERSON A REIMBURSEMENT OF TOWING FEES.  
  

   

   

   

   

  Customer response

  10/18/2023

  
  Complaint* ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ****

  Customer response

  10/19/2023

  We had a verbal agreement they tow the car to the ***** dealer where I would pay. The check vs cash payment was not an issue and the driver recognized that. The next day I still had to take the car where I originally wanted it.

   

  it was very inconvenient for me to have to wait at the ***** dealer only to realize a while later that the car is not going to be there. The driver just changed his mind without consulting with me. I am not responsible for the cost of the towing in that case. This is a terrible customer service.

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Body Work. May 23rd start time. Very poor communication.

  Business response

  07/18/2023

  Unfortunately this customer has an insurance company that does not send an adjuster out to shops.  Everything is done via emails, uploads and photos and we have to wait for pre approval before we can proceed.  This leads to extensive delays in processing claims and vehicle repairs. our hands are literally tied while we wait for insurance to allow us to proceed with newly found damage.    This vehicle was "completed" and sent to the alignment shop, whereas we were informed he had suspension damage, so we ordered the part 'without approval' to expedite the process.  This was over a week ago and we still have not been approved nor paid for this additional work. Now upon submitting the additional damage, it is under review for a potential total loss.  We have texted this customer photos, tried to speak with him, yet he screams into the phone and talks over us. He has had his insurance agent call us as well as his insurance company and I have spoken to them and explained the situation several times.  We have been forced to disconnect his hostile calls several times because he just yells and won't listen to responses. 

  At this point we are attempting to get the insurance company to pay for a new engine cradle as it has also sustained damage, that couldnt be seen and was not reported to us by the customer.  We were led to believe just the side of the vehicle was damaged, but it turns out something was run over. Hopefully the insurance company will make a decision and we will be able to complete this repair
  

   

  Customer response

  07/26/2023

  
  Complaint: ********
  
  I am rejecting this response because: The company's response is full of inaccurate information. Below is every inaccurate response, followed by what I was told:

   

  1.  Unfortunately this customer has an insurance company that does not send an adjuster out to shops.  Everything is done via emails, uploads and photos and we have to wait for pre approval before we can proceed.  This leads to extensive delays in processing claims and vehicle repairs. our hands are literally tied while we wait for insurance to allow us to proceed with newly found damage.   

  Answer: The Reality is it is just the opposite...This is a common practice that most insurance companies are adopting because it speeds up the process, not slows it down.

  2. This vehicle was "completed" and sent to the alignment shop, whereas we were informed he had suspension damage, so we ordered the part 'without approval' to expedite the process.  This was over a week ago and we still have not been approved nor paid for this additional work.

  Answer:  I was told over SIX weeks ago that all we were waiting for was the paint to dry.  The lady in the office told me that June 17th would be the absolute latest that the car would be ready.  So how are we finding new damage waaaaaay after that date?

  3. Now upon submitting the additional damage, it is under review for a potential total loss.  We have texted this customer photos, tried to speak with him, yet he screams into the phone and talks over us. He has had his insurance agent call us as well as his insurance company and I have spoken to them and explained the situation several times.  We have been forced to disconnect his hostile calls several times because he just yells and won't listen to responses. 

  Answer:  This could not be further from the truth.  Every time I called, I asked for the owner to discuss the situation directly.  After not receiving call backs in a timely manner, I would indeed call again.  The office lady can vouch for my proper attitude.  In fact, the office lady and I had such a pleasant conversation that she said she would give me a hug upon arrival, and I even offered to buy her lunch.  At one time I was told by the office lady that these calls were being recorded and at this time I would like to request the recordings for proof of the conversations.

  4. At this point we are attempting to get the insurance company to pay for a new engine cradle as it has also sustained damage, that couldnt be seen and was not reported to us by the customer.  We were led to believe just the side of the vehicle was damaged, but it turns out something was run over. Hopefully the insurance company will make a decision and we will be able to complete this repair

  Answer:  It is not the customer's responsibility to diagnose the damage.  I was in a car accident and my car was towed to the local body shop.  It is very unprofessional to complete work without an estimate and submit a bill as if there is an endless budget. 

   

  The timeline given by the body shop does not coincide with reality.

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

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