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:01/03/2024

  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.

  This is a scam that includes Diamond Collision Repair as well as an insurance company! They increased the cost by hundreds of dollars for the same items/labor between 12/19/2023 and 12/20/2023, after the work was already completed. When we asked for the explanation of why the cost has risen by hundred from one day to the next, we were told by the cashier that the insurance company told them to increase it. The insurance company does not dictate the cost of the repairs. They also tacked on an additional $500 as the deductible which is not how the deductible is handled. The deductible is the cost the insured pays upfront, and the insurance carrier is supposed to pick up the difference. That is not what happened- repair shop charged full fees PLUS the $500 deductible. So, for work that totaled $1300 had we not filed an insurance claim, they added $500 equaling $1800, plus are receiving almost $300 from the insurance company. So, for the price of the repairs that should have been around $1300, the repair shop will be paid $2100. They refused to take credit card as a form of payment. We are also filing a complaint with the ******** ********** of ********* and are speaking with a reporter and attorney.

  Business Response

  Date: 02/21/2024

  This customer came to our body shop through a claim with ********************************************* which the person who left this review forgot to mention. We ask you to please remove this review due to defamation as you seem to be targeting our business when it is your non-standard auto insurance company American Alliance Casualty that had the additional fees added to your final bill, not our body shop. Diamond Collision Repair is a non-affiliated repair facility for American Alliance Casualty, a non-standard auto insurance company, in which all supplements are approved by ********************************************* including taking any depreciation/betterment deductions, not the auto body shop in this case Diamond Collision Repair. Nobody associated with Diamond Collision Repair handles the addition of depreciation/betterment fees, this is all done by American Alliance Casualty. On this claim the vehicle owner's catalytic converter, right and left rear oxygen sensors were stolen and caused damage to the *** harness. An estimate and supplements were written to replace the catalytic converter, right and left rear oxygen sensors and repair the *** harness totaling $2,044.46. The insurance company deducted a depreciation/betterment for the catalytic converter, right and left rear oxygen sensors by 75% for mechanical maintenance wear and tear which resulted in the vehicle owner to pay their $500.00 deductible (a deductible is always the responsibility of an insured customer, we are not sure how you can blame our business for this fee) and an additional $1,299.43 for the betterment charge totaling $1,799.43. Diamond Collision Repair has nothing to do with these extra fees your non-standard insurance imposes. It is imperative you educate yourself on the facts first, prior to calling a hard working and family owned business "deceptive & scammers". It is to our understanding that the supplement was recently revised changing the depreciation/betterment for the catalytic converter and American Alliance Casualty reimbursed the vehicle owner $225.00, however you failed to share this in your review as well. Once again, please remove your review as it seems you are targeting our business when it is your non-standard insurance and their depreciation/betterment fees that you had a bad experience and review about. We provided tremendous quality work and we even provided you with a warranty! Shame on you for trying to ruin the reputation of our business due to the practices of your non-standard auto insurance company. We will be filing a lawsuit against you if this review is not removed immediately due to defamation with the Circuit Court of Cook County.

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21095149
  
  I am rejecting this response because: 
  Whether there was insurance or not, never once was anything given to my parents from your business with the total of $2044, it was requested numerous times to see a breakdown of ALL FEES and that total never came up, we've checked and requested, and requested, and requested. And to your response about the insurance company adding fees to the total cost, explain that part, this about to get real interesting. So you are acknowledging that the insurance company contacted your business and told you to add extra fees to be collected by your business? What fees were those? So you're saying to any customer moving forward that you'll give them one price, but if their insurance company calls you and tells you to add extra charges, you're just going to do so? This isn't defamation my guy, this is me writing a review of the actual experience with the business that you seemed to confirm.I'll wait for the cease and desist letter.
  

  Business Response

  Date: 03/14/2024

  I understand that you have concerns about the betterment/depreciation fees that your parents paid for the repairs we made to their vehicle. However, I want to clarify that these fees were not imposed by us. We simply submitted invoices to your parents' insurance company and got paid for the repairs. The betterment/depreciation fees were actually part of the insurance policy your parents signed up for with *****************, a non-standard insurance company. These fees were already stated in their automotive insurance policy, and we had no control over them.
  
  We encourage you to check your parents' insurance policy to ensure that they are aware of these types of fees associated with insuring a vehicle with a non-standard automotive insurance company. Unfortunately, it seems that neither you nor your parents looked into the fine print of this auto insurance policy before signing up with them.
  
  Regarding the fee breakdown, your parents' insurance company will send you all the documents you need directly to your home. You just need to call the ***************** office.
  
  I want to emphasize that we treat all our customers equally, whether they have insurance or not. We strive to provide the same high-quality service to everyone. We are not affiliated with ***************** in any way, and we occasionally have customers like your parents with ***************** as their automotive insurance. However, we have no contract with the *****************. We are simply here to repair vehicles and ensure that all our customers are happy with the work we provide.
  
  I hope this clarifies our position. If your parents have any questions, they are more than welcome to ask us or their insurance company for help.
  
  Best regards, Diamond Collision Repair LLC