ComplaintsforRed River Collision
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Complaint Details
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Initial Complaint
03/23/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Worst car repair experience of my life! They assured me that repairs would be complete before my rental insurance ran out, and they kept my car for far longer (they did end up covering my rental coverage, so there's that). They missed multiple completion dates without bothering to let me know that the car wouldn't be ready until it was time to pick up. Didn't provide regular updates, and the ones they did provide always contradicted the one before. They destroyed some items in the back of my car and told me to send them an email with replacement costs. Nobody ever responded. They also returned my car with the clip that connects my gas cap to the car missing. They said they would order a new one. Almost 2 months later and they haven't replaced it, and they will not return my calls.Business response
04/19/2022
Business Response /* (1000, 5, 2022/04/01) */ While we appreciate the struggles this guest perceives to have had, we did pay for his rental out of our pocket which was not required but a good faith gesture. There are no repair time guarantees in this industry and we have documented communication with this guest giving them honest updates. We will attempt to resolve the issue with the gas cap as we have been doing. We realize there are people that do not realize the parts issues facing our nation and the shortages occurring in this industry and we try to minimize those impacts. Consumer Response /* (3000, 7, 2022/04/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business has issued a check for the items that were damaged. They say they have ordered the missing part for the vehicle. The issue is not resolved, and the work is not complete yet. While we understand that there are no time guarantees, we were assured that work would be completed before our rental coverage. Red River provided regular updates on repair work right up until they failed to meet their first scheduled completion date. They couldn't even be bothered to update me on the fact that they wouldn't make the completion date. Their updates regularly contradicted each other, and we rarely were able to get any clarification via telephone. As an example; we were told more than once that the missing part for our gas cap was on back order. When we called our dealership to see if they has it in stock and relayed that back to Red River, they then told us that they had ordered 3 different parts, and they all turned out to be the wrong one. How did they determine the part was backordered if they received the part 3 times? Additionally, why were they not aware of what part they needed, when a Red River employee told us they were ordering the part when we picked the car up? Finally; why were multiple attempts to resolve this ignored until this complaint was filed? Business Response /* (4000, 10, 2022/04/11) */ Thank you, we wish you the best. Consumer Response /* (2000, 12, 2022/04/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) The problem is resolved. Missing part has been installed.Initial Complaint
02/09/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
This body shop has had possession of my vehicle since the first of November. I have spoken to the office manager, ******, and was told on today that the vehicle still was not ready for pickup. After several attempts of trying to get the vehicle released the company is stated that as of 2-9-2022 the vehicle still is not ready. I would like some help with this matter from the BBB. I am hoping that they can get this resolved quickly. Thank you, ********* ******Business response
03/15/2022
Business Response /* (1000, 5, 2022/02/28) */ While we regret the inconvenience for this guest, the guest owed a $1000.00 deductible that she did not want to pay. This is the deductible that she signed up for with her insurance company and is her "co-payment". We could not release her vehicle until she paid the deductible that she owed.
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BBB Rating & Accreditation
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.