ComplaintsforQuality Collision Repair, Inc.

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had hail damage that needed to be repaired on a vehicle I JUST BOUGHT 60day tag still on it, literally a month ago, I let the owner **** know that I already filed a claim as well as the insurance has already paid me to take the car to whoever to get damage’s repaired, quality collision was the only place I could find within what the insurance budget, he quoted me 1780, for repairs. Than he called about two days later and told me that my car was done and the price went from around 1700 to about 2300, I asked him why when I arrived that the amount went up, he told me he pulled my claim from my insurance and saw how much they paid me for damages in which was none of his business and I told him there was no reason to get ahold of my claim when the insurance already closed it out, but he saw a big number and decided to use that and make over 500 more from me. When I picked up my car it was around 5:16pm than I noticed around 5:26pm that my car was filthy, grease fingerprints everywhere, scratches on my door as well as the panels were not put together properly and holes and scratches on my liner on my roof, I brought my car back the next day showed him, he openly admitted that something like this happened 4yrs ago which I am assuming was from the post I saw from a women that was marked 4yrs ago where someone damaged her vehicle. I called my insurance agent and told her if he didn't fix the damaged THEY made in my NEW car what should be the right step to make, I was advised to get his insurance so that I may make a claim and get the damages repaired if he refused to fix it. And to my SURPRISE, he said he wasn’t fixing any damages made to my vehicle nor was he giving me his insurance as well. So I had To call the police. The officer told me to take him to court. **** will NOT admit when he is in the wrong at all. He thinks he above the law and he believes whatever he says goes and won’t own up to his mistakes as well as he WILL NOT take accountability for his actions!

  

  Business response

  04/10/2024

  THE OWNER OF THIS VEHICLE CAME INTO QUALITY COLLISION REPAIR WITH HAIL DAMAGE TO HER VEHICLE.  SHE TOLD ME THAT SHE HAD FILED A CLAIM WITH HER INSURANCE BUT DIDN'T HAVE ANY INFORMATION AVAILABLE.  I TOLD HER THAT I COULD TRY TO HELP HER WITH WORKING WITH THE INSURANCE COMPANY TO GET HER REPAIRS DONE.  I WENT AHEAD AND WROTE AN ESTIMATE AND EXPLAINED TO HER THATI WROTE THE HAIL ESTIMATE TO DO THE REPAIRS USING PAINTLESS DENT REPAIR METHOD OR PDR.  I THEN EXPLAINED TO HER THAT I USE A LOCAL PDR COMPANY CALLED TRU-DENT , OWNED BY ROB TRUITT WHO I HAVE USED FOR OVER 20 YEARS FOR THESE TYPE OF REPAIRS AND THAT THERE IS ALWAYS A POSSIBILITY OF FINDING ADDITIONAL DAMAGE ONCE THEY GET GOING WITH THE REPAIR PROCESS DUE TO HAIL DAMAGE BEING HARD TO SPOT JUST LOOKING AT THE VEHICLE IN OUTDOOR LIGHT.  I WENT ON TO EXPLAIN THAT IN THE EVENT MORE DAMAGE WAS FOUND WE WOULD FILE A SUPPLEMENT WITH THE INSURANCE COMPANY TO COVER ANY ADDITIONAL REPAIRS, WHICH IS VERY COMMON ESPECIALLY WITH A HAIL REPAIR.  I FINALLY WAS ABLE TO CONTACT HER INSURANCE COMPANY TO GET INFOMATION TO FILE A SUPPLEMENT.  TO MY SUPRISE THEY HAD WRITTEN AN ESTIMATE MUCH HIGHER THAN MINE WHICH DIDN'T BOTHER ME BUT MADE FILING A SUPPLEMENT FOR ADDITIONAL DAMAGE OUT OF THE QUESTION SINCE THEY HAD ALREADY PAID FOR THAT.  AS FOR THE ISSUES WITH THE INTERIOR OF THE VEHICLE, THE HEADLINER NEEDED TO BE ADJUSTED IN A COUPLE OF SPOTS BUT NOTHING MAJOR.  *** ****** DID MAKE A COMMENT THAT THE HEADLINER WAS SOMEWHAT DIRTY WHEN HE WAS PICKING THE VEHICLE UP TO DO THE REPAIRS.THIS IS A NINE YEAR OLD VEHICLE WITH 100,000 MILES AND HAS TYPICAL WEAR AND DON'T FEEL LIKE I AM RESPONSIBLE FOR EVERY DEFINCIANCY OF THE VEHICLE. I HAVE BEEN IN BUISNESS FOR THIRTY YEARS THIS YEAR AND HAVE AND HAVE ALWAYS TRIED TO TREAT PEOPLE FAIRLY.  I DO FEEL THAT IF THE CUSTOMER HAD BEEN UP FRONT AND HONEST WITH ME FROM THE START THAT THIS COULD HAVE BEEN AVOIDED ENTIRELY.

  

  Business response

  04/23/2024

  ******* ***** CAME TO QUALITY COLLISION REPAIR TO HAVE US LOOK AT HAIL DAMAGE ON HER VHICLE.  I ASKED HER IF SHE HAD AN ESTIMATE FROM HER INSURANCE COMPANY, WHICH IS ******* INSURANCE,  AND SHE SAID SHE HAD FILED A CLAIM BUT HAD NOT RECEIVED ANYTHING FROM THEM.  I TOLD HER THAT I WOULD TRY TO HELP HER HELP  HER WITH THAT. HER VEHICLE WAS DIRTY WHEN SHE BROUGHT IT AND I DID THE BEST THAT I COULD TO GET AN ESTIMATE WRITTEN FOR HER.  I MADE IT A POINT TO EXPLAIN TO HER THAT MORE TIMES THAN NO ADDITIONAL DAMAGE IS FOUND WHEN VEHICLE IS CLEAN AN UNDER THE LIGHTING USED FOR PAINTLESS DENT REPAIR.  I EXPLAINED THAT IN THOSE SITUATIONS WE FILE A SUPPLEMENT WITH HER INSURANCE COMPANYTO PAY FOR THE ADDITIONAL COST OF REPAIRS.  WE USE TRU-DENT OWNED BY ROB TRUITT TO DO PAINTLESS DENT REPAIRS FOR US.  I HAVE USED **** FOR THE PAST 20 YEARS WITH FEW ISSUES. **** DID MAKE A COMMENT THAT THE HEADLINER WAS SOMEWHAT DIRTY WHEN HE CAME TO DO THE REPAIRS.  HE FOUND SOME ADDITIONAL DAMAGE AND DID THE USUAL DOCUMENTATION NEEDED TO FILE A SUPPLEMENT AND FINISHED THE REPAIR PROCESS. I WAS ABLE TO GET WITH ******* INSURANCE TO SEE WHERE TO SEND THE SUPPLEMENT.  THEY THEN EXPLAINED THAT THE ADDITIONAL SUPPLEMENTAL REPAIRS WERE ALREADY COVERED ON THEIR ORIGINAL ESTIMATE.  I ASKED WHY THE OWNER HAD NEVER RECEIVED THEIR ORIGINAL ESTIMATE AND THEY TOLD ME THAT SHE HAD HAD ALL OF THIS INFORMATION FROM THE BEGINNING.  HERE I WAS THINKING THAT I WAS TRYING TO HELP A CUSTOMER GET A BETTER REPAIR JUST TO FIND OUT THAT SHE HAD ALL OF THIS INFORMATION PRIOR TO EVER SHOWING UP AT MY SHOP.  AFTER INFORMING THE OWNER OF THIS I THEN BECAME RESPONSIBLE FOR ANY SHORTCOMING OR DEFICIENCY OF THE VEHICLE.  WE DID ADJUST TWO OF THE INTERIOR TRIM PIECES WHERE THEY BORDER THE HEADLINER AFTER ROB WAS FINISHED.  WE CLEANED THE VEHICLE INSIDE AND OUT .  THE VEHICLE WAS CLEANER AND IN BETTER CONDITION WHEN IT LEFT THAN WHEN IT CAME IN.  IF THE OWNER WOULD HAVE BEEN STRAIGHT FORWARD AND HONEST FROM THE START THIS ENTIRE SITUATION COULD HAVE BEEN AVOIDED.  I HAVE SINCE BEEN ASSASSINATED ON SOCIAL MEDIA.  I HAVE OWNED QUALITY COLLISION REPAIR FOR THE LAST THIRTY YEARS.  I DON'T PRETEND TO BE PERFECT BY ANY MEANS.  I HAVE ALWAYS GONE OUT OF MY WAY TO TAKE CARE OF OUR CUSTOMERS. IF NOTHING ELSE ******* ***** HAS MADE ME APPRECIATE OUR GOOD CUSTOMERS.

  Customer response

  04/24/2024

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

  I would like to point out that I 100% knew my car was a little dirty, due to my daughter playing in the sand at school and she had some toys on the backseat as well as a Lego set, I also knew there was some dirt on the floors on the driver and passenger side, I have no reason to lie about that, YES I knew there was dirt and toys in my car and on the floor board and **** NEVER told me anything about detailing my car after the hail damage was fixed, I planned on taking my car to the carwash after I got it back from repairs but I noticed it was absolutely filthy. I stated to **** when I brought my car back that there were greasy fingerprints all over the liners of my vehicle, as well as panels were not put back together properly, the car being dirty on the floors was not an issue to me as I stated I had already planned on taking it the car wash, what I was more worried about was the liners dirty and the BIG DIRTY BOOT PRINTS IN MY TRUNK, as well as the damages on the liners, doors, panels, rear view mirror and popping things back into place. I brought my car back to him with my friends mom and we did a full walk around the vehicle to show him, he said" well I don't know how that could have happened, but let's see what we can do to take care of you" which put me at ease, but as coming back after he claimed that they detailed it I asked about the review mirror and the hole in my liner he said "there is nothing they can do about it" I showed him that there was also more scratches on my panels more than it was the first time I dropped it off and he still said there was nothing he could do. As far as my claim goes, I already told him MULTIPLE times I had filed a claim and the insurance was sending out a check, I also had multiple people hear a conversation with him over the phone as I was at work when I called and asked him to let me know about any additional damages to my car to LET ME KNOW, he kept going on and on about "Supplement claim" and everyone (friends, family, boss, and my agent with insurance) told me that there would be no reason because the claim is closed and the body shop would have to call me and go through me with any additional charges, when I called him and tried to tell him, he just kept saying "NO, we are going to do a supplement claim with any additional damages, that's what I'm trying to tell you and you are not understanding". When he asked about my claim information before I had no idea how to find it, before I had *********** through ******* and I was able to log into the app but the day my car was ready for pickup was the day me and my boss did some digging and got ahold of ******* and my agent told me that I am through *******, which I didn't know at that time until she told me, but by then it was too late to get the information to him since he found it on his own, I told my agent that day as well about the "Supplement claim" **** was talking about as well as trying to get him to understand that ANY additional damages CALL: ME about them but he wouldn't and she said "there would be no reason for him to file a supplement due to we had already taken care of it and the claim is closed" and she also told me to give him her contact information so that he can call her if she needs to EXPLAIN to him that he will have me, but after that phone call **** called and said my car was done so there was no point to it than. I have spoken to numerous people about the situation and showed my car as soon as I left the body shop, people who have been in my car prior to taking it in for repairs and EVERYONE of them asked me "why they didn't cover your liners before working on the car" these are questions new to me because I NEVER had to go through something like this before. There is NO way I managed to dirty my liners, put holes in my liners, scratched up my doors, popped out panels within a matter of 2 months of owning my vehicle, I wear acrylic nails, WHAT would benefit me in dirtying up my panels with greasy fingerprints before taking it to get hail damage fixed? Hail damage that is on the OUTSIDE of my vehicle? NOT the inside. I would have loved to praise Quality Collision Repair for doing a wonderful job on the body work BUT... they DAMAGED the INSIDE when it was supposed to be simple hail damage. my question is to HOW??? I bought my car from **** ******** and they are REQUIRED to DETAIL the inside and out the vehicle with a full tank of gas before their customers drive off the lot and my car was in PERFECT condition, and it stayed in PERFECT condition. Here is documentation on how my car looked after I picked it up. 

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

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