ComplaintsforJoe Machens East Collision Center

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was in an accident and they told me it was going to be a month to fix it but in 2 weeks they told me it was ready and when I got there they didn't fix half of what they said they would. I spent 2 hours looking over the car.  I'm a single mother and I didn't have a vehicle for 2 weeks.  They assured me they would fix what I needed fixed if I I paid the deductible on my insurance. So I did. Later, however They sent in a supplemental invoice  and my insurance company asked why because they had already paid the for the repairs.  An adjuster took a look at my car  my car and noticed I had 2 different color whites painted on the car, the driver door handle and the mirror on the drivers side were different from my original white. My grill wasn't replaced and their was a scuff that wasn't painted. They told my insurance that they did replace it. There was also a silver step plate that was still damaged and they said the guy forgot to mention they didn't fix it. My insurance told them to fix and repaint my car as they were suppose to do in the first place. I took my car in Friday on the 11th and took a picture of my gas and mileage before I left it with them.   They have ran 25 miles out of my gas tank and put an additional 5 miles on the car. I have an app that tracks my mileage and gas and I have been watching them. So that means my car has been running for a long time. He reached out yesterday and they are waiting on a molding and it should be ready today. My ins has not sent the check yet I paid my deductible so now they wont give me back my car until they receive the check from my insurance which could take up to 10 days.  I shouldn't have to wait for them to receive the check from my insurance when I paid the deductible. 

  Business response

  06/28/2023

    **** dropped her car off for repairs on 3/29 for a 16.5 working day ( Monday-Friday ) repair plus additional time to sublet the radar calibration to the VW dealership.  All of the repairs on the original estimates for the car were completed in 19 working days on 4/24 and **** was called and told it was done.  ****'s timeline of being told it would take about a month is correct as this was 27 calendar days. Her statement of we only had the car for two weeks is not correct.  When she came to pick up the car on 4/28 she complained of a scuff on the front spoiler ( she is calling it a grill ), scuff on the right side painted bumper insert, a rock chip on the left side painted bumper insert, a scratch on the left rear quarter panel and the rear bumper applique was not installed.   The scuff on the right side painted bumper insert, the rock chip on the left side painted bumper insert and the scratch on the left rear quarter panel were not on the estimate to repair.  I told her we would take pictures and submit those damages up to her insurance company **** for approval.   The front bumper spoiler she is calling a grill was replaced as the left side gouges from where she hit the garage door opening were no longer there.  Her complaint on the spoiler were some minor scuffs which were shipping damage as VW ships these in a plastic bag which does not provide any protection during shipping. We had the rear bumper applique here but failed to get it put on.  We offered to install it while she waited but she declined and said we could install it when she comes back to get the additional work done that was not on the estimate once approved by the insurance company ****.  I also told her if she was not happy with the front spoiler we would replace it for her. **** wanted to take her car versus waiting on ****'s approval to continue repairs.  I told her in order to take the car she would have to pay her deductible amount as **** may not approve the additional repairs and she did pay the deductible.  **** sent an adjuster out to **** and they approved the additional damages.  **** brought her car back in on Friday 6/16 not 6/11 which is a Sunday as she states to have the additional repairs **** approved done as well as have the front spoiler replaced with a different part and the rear bumper applique put on.  At this time she requested the drivers door handle and mirror be repainted for a better color match. We completed the additional repairs **** approved, replaced the front spoiler as requested, repainted the door handle and mirror and installed the rear bumper applique.  Repairs were completed on 6/22. **** was contacted on 6/22 and told her car was done and we would need payment for the completed repairs as we were told by **** **** **** contacted them to cancel the check to us and reissue the check to her in her name only.  She brought up we ran her car down on gas that it said 60 miles to empty when she dropped it off and now it says 35 miles to empty.  I explained we take pictures of the dash when cars get dropped off and the car had 40,580 miles on it when dropped off and now it has 40,585 miles on it.  The 5 miles came from taking it to the VW dealership for calibration and their test drive after programming the radar.  The mileage to empty is based on the average used and that calculation is off because the car gets started everyday and moved thru the shop which means gas is used but no miles put on it so the average goes down.  We put two gallons of gas in it to make her happy. **** told us they would cancel the check issued to **** and reissue to us.  We released the car and she picked up.  She told **** ****** our advisor assigned to her she was happy with the repairs.

  Customer response

  06/28/2023

  None of that is what happened at all and I can also give my insurance phone number so you can give him a call and speak to him yourself in regards to all the information I have submitted documentation of screenshots in regards to the check he’s referring to that it was only written out in my name That is incorrect. The check was originally issued in both of our names, and because they wouldn’t release my car without having the check there only in their name with it being finish I asked them to cancel that check and re-issue it out only to them you can see that in the documents I have submitted they did not want to check in both of our names I also have the contact phone number for ******* with **** who called me back and told me that is the only house she can get my car released to me on time is it  was only written out to them and they had received a check number in regards to it 

  Business response

  07/10/2023

  **** **** stated to us when she picked up 6/23/23 and in this response she is satisfied with the final repairs.

  Customer response

  07/11/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Attached is what they emailed to my adjuster in regards to everything they had broken and along with what my adjuster had taken pictures of including different paint on driver door Handel and mirror and damages still to the vehicle which they said I had to pay my deductible and reach out for additional fixing when should have been fixed am I happy now? No they have caused me headache and had attitude with me on these issues my adjuster removed himself because the shop was constantly breaking things on my car and asking to replacement cost in it. 
  
  Sincerely,
  
  **** ****

  Business response

  07/25/2023

  To address the concerns from this letter.  We had a couple parts break upon removal which unfortunately is common no matter how delicate you are taking stuff apart due to how cars are built out of plastic snap together parts today.  When this happens those parts are supplemented to the insurance company and they pay for the replacement. The drivers door handle and mirror cover are plastic parts and were painted with the same paint at the same time we painted the door.  Plastic parts can and do look different painted than metal parts. Just take a look in parking lots at cars bumpers, mirrors and handles.  We repainted those pieces for her and she said she was happy with the color match when she picked the car up.  When she picked up the first time she pointed out a small scratch on the driver side quarter panel and said that was part of the repairs.  I went over the estimate with her and showed it was not on the estimate to repair and that we would have to take photos and supplement for that damage to **** and get their approval which we did.  She wanted to take the car without paying her $1,000.00 deductible which we could not let her do.  If she did not come back we would not be able to collect that amount as that is her part of the repair the insurance company short paid us on the repairs already completed.  Just like when you go to the doctor you have a co-pay/deductible you are responsible for.  We have done everything we are able to do to make **** happy.

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