ComplaintsforLeonardtown Collision Center

• Initial Complaint

  01/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made an appt with center for Jan. 10, 2022 to have car repaired due to an accident. I was asked to come in earlier to have pictures taken of the damage. I complied. On Jan 7th, I called and asked if everything was set for my appt date (was told yes) and because they didn't receive papers, because their email blocked me, I delivered the estimates from Ins co.  On Jan 10th, I dropped car off. Mr. W************** claimed that he had no paper work on me nor any pictures that was taken, so he took pictures of my car after I left the car there and sent them to me. While viewing the pictures, I saw that there was no hubcap on my front right wheel. Asked Mr. W**************** about it and he said, "I'm not sure". Told Insurance Advisor and she called and asked about hubcap and Mr. W************** told her it was found. Thought things were resolved until several days later, I was told that he put in a report saying the car came to him with the hubcap missing. My hubcap was on the car when I dropped it off at his shop on Jan 10, 2022. He made no mention of the hubcap being brought it missing when in when I or the Insurance advisor or I inquired about it to him.

  Business response

  06/09/2022

  From: Howard W******** <************@leonardtowncollisioncenter.com>
  Date: Thu, Jun 9, 2022 at 10:57 AM
  Subject: Re: *************************** Complaint (********)
  To: *********************** <**************@mybbb.org>
  
  Complaint was handled. 
  When the ************* brought the estimate in before she dropped off, it was missing important pages to the estimate. The morning she dropped off on the 10th I asked her if she had the other pages. She argued, and said we were incompetent, and we were giving it already. When I showed her the packet, she dropped off she agreed it was the same. Honestly, I think her printer only printed the odd number pages, but she wouldn't let me explain what was missing. I told her we needed all the pages otherwise we had no Idea what the insurance company wrote, to know how to fix the car. She just argued that is what the insurance company sent her, and it was complete when she dropped it off. I don't think she understood the email stuff. I offered to help her, and she just argued she wasn't going to get me the estimate. I called the insurance and got another copy. I almost told her we were not going to fix the car, Because I had other customers dropping off at that time, I didn't want to get in that conversation with other customers waiting to drop off. 
  
  Wheel cover.. here at Leonardtown Collision Center, we take prior damage and intake pictures for this reason. We have photos dated and time stamped. 1/10/2022 @10:24 am. I called the customer about the items missing or damaged to see if she knew where the hubcap was or wanted us to get her one. She then went into we took the hubcap off. The car was exactly where she parked it, I took those pictures shortly after she left. When I tried to explain all that, she accused us of taken it. When I tried to reason with her, she kept trying to claim people are taking advantage of her. Not wanting to argue anymore and to try to make her happy we purchased her a new hub cap. Cost us $85. 
  ************* had a male come with her to pick up the car to make sure she wasn't being taken advantage of. They both looked it over and said everything was good. The car is 14 years old, and things are falling apart. For this reason, It's important to take photos before you work on cars. We are upfront with customers and give people quality repairs. On this matter we went way above and beyond for the sake of customer service. Please let me know if you need anything else. I don't know how this could be handled any better. We take our customer service and workmanship very seriously. 
  
  Howard W******** 
  ***********@leonardtowncollisioncenter.com
  ************ shop
  www.leonardtowncollisioncenter.com 

  Customer response

  06/09/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  he 
   Complaint: ********
  
  I am rejecting this response because: He did not give an accurate account of what was said or took place.  I gave the papers to a person that was filling in at his office due to the other guy being sick.  So the papers changed many hands before he got them and I was the one asking him to call the ins company for a copy because he wanted me to go back home and give him another set of copies.  I retired from being a data entry/computer operator so I do know how things work.  He claimed that the car was painted before I went to pick it up but it was not.  The original decals that were on the car before his assumed paint job was still there and had never been removed.  The trunk was not vacuumed out because there was debris in it when I went to get my car.  I stand my what I said before about him.   I just wanted my car back and because he gave me such a very difficult time whenever I would ask a question, I had someone meet me there when I went to pick up the car so that I would feel secure.  It seems to be a matter of his word against mine.  I would not be recommending him (esp. a woman) to his establishment for he does not know how to treat or converse with his customers.  And his work (upon close examination) is not really up to any customer's expectations.  I have my car back with the replaced hubcap and I will not be returning for his services in the future.  
  
  Regards,
  
  ***************************
  as 
  

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