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Complaint Details
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Initial Complaint
08/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Took a vehicle in for body repairs we got it back noticed a day later that the dashboard was cracked from the vent to the radio we called and complained and they said that we have to pay $400 for a new plastic piece and they'll install it I know for a fact that they broke it because there was an air freshener clipped to the air vent that was ticking off and broken upon return
Business response
08/16/2021
The guests vehicle was brought in for a rear bumper repair.
It was a typical repair and nothing stood out as abnormal with the repair. The guest calls us back two days after picking the vehicle up screaming expletives towards our Collision Center Staff stating that we broke his dashboard and wanted it fixed and if it wasn't taken care of how he would "blast us on social media if we didn't take care of it."
His allegation was that it was not cracked previous to bringing it in for repair. We checked with the staff and not one of them had damaged the vehicle or remember seeing the damage. What we had offered to do for the guest, as it was apparent that he was upset was to install the part for no charge if they would purchase the part.
The guest told me that he would get back to me after he spoke with is wife on the offer.
I received a message back from the guest on Friday stating there was an air freshener clipped to that vent that was in the cup holder when they picked up the vehicle and that is not where it was "pre" repair.
I went back after that message and asked any employee that was involved with the vehicle for a 2nd time and they all said the same thing.
We did not damage the vehicle while in for service. In a gesture of good faith our offer was to help the guest out by providing the labor to install the part for the guest.
We take phots of the damages for insurance companies when vehicles come in for servicing. We only have photos of the area affected by the collision, not every inch inside and out of a vehicle.
We take the complaint against us quite seriously as it is an allegation against our integrity. Hence the offer made to try to mend fences with the guest even knowing we did not damage the vehicle.
Customer response
08/17/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be not satisfactory they want to charge $400 for a 8 by 4 inch plastic peace that was broken due to extreme weather from what the employee insisted the broken air freshener which was clipped to the vent that was damaged was in the cup holder I repeat broken air freshener and I yelled at the other employee out of frustration because the first time I called he was on lunch the second time I called back he was interviewing somebody I felt that they were avoiding my phone call also he he was talking to me and in an extreme elevated voice these people don't want to face up to the damage they did because it's a $400 part from what he quoted me
Regards,
N***** B****
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Contact Information
Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.