Complaints

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• Initial Complaint

  Date:11/26/2024

  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.

  IVehicle brought into Auto Place for estimate on 7/13/24 when we reviewed the work that needed to be done, and an estimate was signed for $7000. Two days later Auto Palace had an approval and the work proceeded.***, the owner never called me to tell me he put in an additional claim the next day for more work. This is against a law designed to protect the customer. He was get approval from the customer before any work is to commence. *** claims this is not true. On the telephone he said it was my responsibility to follow up with Ocean Harbor, the insurers insurance company or ************ should have called me. He continues with this claim in writing with the ***** and with myself via email. *** claims to be a Proud Partner with Ocean yet he does not seem to know how insurance **********, I called the shop to see why my car wasnt ready. I was told by the office worker I had a part backordered in definely. I had no reason not to believe this. He suggested I call Ocean to see if I could get additional money.I called Ocean. It was at this time I found out what *** had done. They told me **** second claim had exhausted the $10k and *** knew this. *** claimed he had no idea how much insurance the other person had and had no idea how much he was going to have to charge me.When I went to pick up my car there was a very odd atmosphere. I was taken into the office with quiet and calmness and handed a BOM. *** was going over it line by line. Why he thought I would know line 26 from 127, I wonder? Then he arrives of the balance of $1.174.81.He broke the law again. No collsion shop can charge a customer more than $100 quoted unless the customer agrees. I said he could not charge me for anything. I signed an est for **. He said I did not. I said I did and it was in the pile in front of us. He took the pile away and said an estimate was an estimate. He would not release my car and threated to sue me unless I paid him. I called the police and he returned my car.

  Business Response

  Date: 12/11/2024

  First and foremost, we have spent 44 years respecting and following the law. Written estimates and just estimates and subject to change for supplement because you can not see everything that damaged below the first layer so its not written. I can not guess at what might be because of the simple fact that I might write something that not needed. Second, we are not in partnership with any ****************** We are recommended by *****************s. We simple write for the ***************** to see our opinion of whats needed to start a repair. Insurance companies will look at our estimates and they will decide what if anything needs to be different. In this particular case the ***************** agreed with our assessment. Then the car was brought to us for repair and a letter called a Property Damage Release was signed for the ***************** and I simply sent it to them. Then after a tear-down of the car it was evident that there was additional damage to the car, so I wrote a supplement for the insurance company as the car need parts to be returned to factory condition. It was then the *****************s decision to approve the supplement. I had no way of knowing that the policy had a 10k cap. This shop has no access to the *****************s system or their policy limits or anything else to do with the Insurance or the situation that brought you here other than what is told to us by the customer themselves. Consumer Protection Laws were not broken here. There was no Unnecessary repairs, Inflated charges, Nore surprise charges. I received an approved estimate as I assumed you did from the ***************** informing us that there was a 10k cap on this policy on 8/06/2024 @ 12:12pm leaving a total due by customer of $1174.81. Parts were ordered and repairs were moved forward as there were time constraints on this repair as the customer was in a rental. One particular part was on backorder with no time frame given by Kia ******* themselves. At one point we were calling every day to get this part or at the very least a time frame. One was found with a date of delivery being around the end of 8/2024. Calling once again we did find one and got it delivered that same day on 8/23/24 late. As far as response from me I did talk to you many times both by phone and by E-mail witch I glad of now because I have the emails to prove what was and was not said. I told you Friday morning 8/23/24 that I would try for that day as we finally found the backordered part that all depended on the delivery time of the part. I finally got to sit down Friday night 8/23/24 and I emailed you back informing you that your car would be ready Monday 8/26/24 at that point I confirmed that there was a 10k cap on the policy and expressed how sorry I was about the situation. My biggest concern was you through all this. Im here to please you and make you want to come back many times. Thats how you stay in business for 44 years. I never once mislead you. Im straight forward and to the point and always keep our customers informed. I have the emails to prove it. Our customer base knows me and what Im about, Also Ive never heard of anyone having to come here because they were forced to or had no other choice. There are Collision Shops everywhere. Some do charge more and will not do Insurance work for the rates we will, but we are all about the customer. Im not going to make any customer pay more than what the ***************** will pay. Ive never had any issue getting paid by any *****************. As long as we are fair with the Insurance Companies, they will be fair to us and pay us. As far as Bragging. I do Brag about working with any *****************. Im proud to be able to do so. Im Proud to be in business since 1980. Im proud to be *** certified as with many other things. Im proud in general to be me. Now as far as a rental goes. I will do my best to get your car out as fast as possible and you are more than able to go through your Insurance and put in a claim for the rental. Im not sure what odd atmosphere you are talking about but anywayAt the end of your journey with us I always try and go over everything with the customer. I want to point out what we have and have not done. I walk around the car with the customer and make sure they are satisfied. If by any chance we miss something Im always more than welcome to fix the situation to both our satisfaction. At this point I collect whats due either the full amount, Deductible, Betterment, or like in this case Overages. Id like to never collect anything, but I do have a business to run. By Law I have the right to not release a car if payment is not made in full at the end of the job. In this case ******************* called the Police and made a big deal out of everything except the work that was done on her car that she was good with but felt I had no right to charge her,
  but I did. I felt the situation escalated to a point where I would rather take a loss than fight. I tried to resolve the issue by handing the key to the customer by she walked away each time because she was on the phone with the Police. I decided to wait till they came, So I gave the key to the officer, and they gave them to the customer. I then ended my contact with the customer on 8/24/24 to keep the peace. On Saturday 9/21/24 I received an email from this customer threating to create a post with photos, that she was unsatisfied with the repairs and would be taking us to small claims court for the repairs she did not pay for. I figured what the h*** just treat her as I would any other customer. I Guarantee Everything So, I told the customer to bring the car by and Id take care of anything she was unsatisfied with. For that and all my kindness I get this. A one-star review, Claim of fraud with the *******************************************************. A claim that was closed and then somehow reopened. I thought being myself and being nice would fix and end the issue, but it hasnt, its somehow caused more issues. Somehow now Im accused of extortion by this customer. And now theres damage to the drivers seat, something we never did anything to other than sit in to drive the car. Dont forget this customer never paid for the moneys owed on this claim. I also always thought slander was illegal but somehow this customer (*******************) is doing just that both here on ****** and to the ********************************* and ****************** and now to you. She is using her MCI and psychiatric condition her words not mine as an excuse to slander me and my company. Im Attaching Photos both before and after the repair. Please make up your own mind and know me for me not anything else.

  Business Response

  Date: 12/11/2024

  Please see items summitted......Thanks,Jr

  Business Response

  Date: 12/12/2024

  First and foremost, we have spent 44 years respecting and following the law. Written estimates and just estimates and subject to change for supplement because you can not see everything that damaged below the first layer so its not written. I can not guess at what might be because of the simple fact that I might write something that not needed. Second, we are not in partnership with any ****************** We are recommended by *****************s. We simple write for the ***************** to see our opinion of whats needed to start a repair. Insurance companies will look at our estimates and they will decide what if anything needs to be different. In this particular case the ***************** agreed with our assessment. Then the car was brought to us for repair and a letter called a Property Damage Release was signed for the ***************** and I simply sent it to them. Then after a tear-down of the car it was evident that there was additional damage to the car, so I wrote a supplement for the insurance company as the car need parts to be returned to factory condition. It was then the *****************s decision to approve the supplement. I had no way of knowing that the policy had a 10k cap. This shop has no access to the *****************s system or their policy limits or anything else to do with the Insurance or the situation that brought you here other than what is told to us by the customer themselves. Consumer Protection Laws were not broken here. There was no Unnecessary repairs, Inflated charges, Nore surprise charges. I received an approved estimate as I assumed you did from the ***************** informing us that there was a 10k cap on this policy on 8/06/2024 @ 12:12pm leaving a total due by customer of $1174.81. Parts were ordered and repairs were moved forward as there were time constraints on this repair as the customer was in a rental. One particular part was on backorder with no time frame given by Kia ******* themselves. At one point we were calling every day to get this part or at the very least a time frame. One was found with a date of delivery being around the end of 8/2024. Calling once again we did find one and got it delivered that same day on 8/23/24 late. As far as response from me I did talk to you many times both by phone and by E-mail witch I glad of now because I have the emails to prove what was and was not said. I told you Friday morning 8/23/24 that I would try for that day as we finally found the backordered part that all depended on the delivery time of the part. I finally got to sit down Friday night 8/23/24 and I emailed you back informing you that your car would be ready Monday 8/26/24 at that point I confirmed that there was a 10k cap on the policy and expressed how sorry I was about the situation. My biggest concern was you through all this. Im here to please you and make you want to come back many times. Thats how you stay in business for 44 years. I never once mislead you. Im straight forward and to the point and always keep our customers informed. I have the emails to prove it. Our customer base knows me and what Im about, Also Ive never heard of anyone having to come here because they were forced to or had no other choice. There are Collision Shops everywhere. Some do charge more and will not do Insurance work for the rates we will, but we are all about the customer. Im not going to make any customer pay more than what the ***************** will pay. Ive never had any issue getting paid by any *****************. As long as we are fair with the Insurance Companies, they will be fair to us and pay us. As far as Bragging. I do Brag about working with any *****************. Im proud to be able to do so. Im Proud to be in business since 1980. Im proud to be *** certified as with many other things. Im proud in general to be me. Now as far as a rental goes. I will do my best to get your car out as fast as possible and you are more than able to go through your Insurance and put in a claim for the rental. Im not sure what odd atmosphere you are talking about but anywayAt the end of your journey with us I always try and go over everything with the customer. I want to point out what we have and have not done. I walk around the car with the customer and make sure they are satisfied. If by any chance we miss something Im always more than welcome to fix the situation to both our satisfaction. At this point I collect whats due either the full amount, Deductible, Betterment, or like in this case Overages. Id like to never collect anything, but I do have a business to run. By Law I have the right to not release a car if payment is not made in full at the end of the job. In this case ******************* called the Police and made a big deal out of everything except the work that was done on her car that she was good with but felt I had no right to charge her,
  but I did. I felt the situation escalated to a point where I would rather take a loss than fight. I tried to resolve the issue by handing the key to the customer by she walked away each time because she was on the phone with the Police. I decided to wait till they came, So I gave the key to the officer, and they gave them to the customer. I then ended my contact with the customer on 8/24/24 to keep the peace. On Saturday 9/21/24 I received an email from this customer threating to create a post with photos, that she was unsatisfied with the repairs and would be taking us to small claims court for the repairs she did not pay for. I figured what the h*** just treat her as I would any other customer. I Guarantee Everything So, I told the customer to bring the car by and Id take care of anything she was unsatisfied with. For that and all my kindness I get this. A one-star review, Claim of fraud with the *******************************************************. A claim that was closed and then somehow reopened. I thought being myself and being nice would fix and end the issue, but it hasnt, its somehow caused more issues. Somehow now Im accused of extortion by this customer. And now theres damage to the drivers seat, something we never did anything to other than sit in to drive the car. Dont forget this customer never paid for the moneys owed on this claim. I also always thought slander was illegal but somehow this customer (*******************) is doing just that both here on ****** and to the ********************************* and ****************** and now to you. She is using her MCI and psychiatric condition her words not mine as an excuse to slander me and my company. Im Attaching Photos both before and after the repair. Please make up your own mind and know me for me not anything else.

  Customer Answer

  Date: 12/31/2024

  I will be taking you to smalls claims court. I have been told I will win.

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22606665
  
  I will be taking you to smalls claims court. I have been told I will win.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/02/2025

  I willing to move forward but ** **** has already gotten ******** the first time she was here. I'm not willing to move anymore. If anything I should be taking he to court for that amount.....Thanks, *** **