ComplaintsforRandy's Collision Repair Center, Inc.

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was dropped off at Randy’s collision on ***** Not one person at the shop has contact us with updates until today and she’s just the office staff. I requested a call from the manager and have yet to receive it. We are having to pay out of pocket for rental because our car has been there for so long. Randy’s needs to offer some type of incentive for their horrible service and lack of communication with this process. When they finish they will expect their $500 deductible with no problem. The manager, owner or someone needs to fix this. Either they need to adjust the billing or pay a portion of our out pocket rental expenses.

  Business response

  08/09/2023

  Mrs. *****'s vehicle was brought to Randy's Collision for repairs.   Mrs. ***** did sign a form before she left her vehicle with the shop stating she was fully aware that if the repairs to her vehicle exceeded the 30 days allowed by her insurance company, Randy's Collision was not responsible for her rental or rental reimbursement.   There was additional damages to Mrs. *****'s vehicle that was not on the original estimate given to us by the insurance company.   We had to submit a supplement to the insurance company to get the approval to purchase the parts needed and the approval for the additional repairs.   The insurance company required full disassembly of the vehicle, along with photos showing the full disassembly before any supplement could be approved.   Mrs. *****'s vehicle was disassembled and after a couple of days, the additional repairs were approved.   At that time, we ordered all the parts needed to repair Mrs. *****'s vehicle.   It did take a few days to get all the parts in that was necessary for the repairs to begin.   Once all the parts arrived, the vehicle repairs started within the next couple of days.  The entire quarter panel (rear metal part of the right rear) had to be replaced.   The inner panels behind the quarter panel also had to be repaired after the rear section of the vehicle was cut off the vehicle.   After the inner panel was repaired, we were able to start welding the quarter panel back on the vehicle.   The right rear glass was removed, the rear bumper assembly and the lift gate all had to be removed in order to replace this panel.   After the panel was welded, the welds had to be repaired so that it was not visible that the rear panel had been cut off and a new panel welded to the vehicle.   After the body work was completed, the vehicle then had to be prepped for paint and painted.   The inner panels had to be painted along with all the exterior surfaces that were in the same location as the repair.   We did have to order 2 bumper covers for Mrs. *****'s vehicle due to the first bumper cover being defective, and it wasn't the quality of part that we would put on a customer's vehicle.   After paint, the vehicle then had to be reassembled, the glass had to be reinstalled and the vehicle had to be detailed before being returned to the owner.   We do offer our customers a lifetime warranty on our repairs and paint, therefore we do not cut corners on the jobs we do.   Unfortunately, our office is currently understaffed and we do not get to contact our customers as often as we should.   The insurance company did keep tabs on the repairs and were updated as to the progress of the repairs .  We do have it notated in our system that the *****'s were contacted by the shop staff 4 times during the repair process as well.   Mrs. ***** was also given a hefty discount when she picked up her vehicle from the shop, therefore she did not pay her full $500 deductible.   

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