ComplaintsforBommarito Collision Center

• Initial Complaint

  01/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I received poor customer service from this dealership. It is unacceptable and very upsetting for me. I left my 2017 Rogue *** with you on June 7. 2023. The preliminary summary indicated it would take 16 days to repair, according to my invoice that was made for my repairs. After numerous calls to the H33**3131323531343733H H3238**35343635303230H and to AAA *************** I was finally notified to pick up my *** on August 2, 2023 (more than 2 months after dropping it off). When I picked up my ***, I was informed and shown numerous nicks on the outside of the *** that had sustained damage resulting from sitting on the lot during inclement weather. ****, the assistant manager, advised me the H33**3131323531343733H H3238**35343635303230H only has 4 cars to provide to customers in they are liable for making repairs to the vehicle. He told me I would be informed when one becomes available. I have made numerous calls to the H33**3131323531343733H H3238**35343635303230H to no avail. I even stopped by in person. It is now 11/6/23, and I still haven&#**;t been called to fix my car. I am very dissatisfied with the customer service shown towards me. I have obtained 2 preliminary estimates to have cosmetic repairs done to my Rogue. The estimate from MAACO H33**3833363835323634H Repair & Auto $1409.68. The other estimate was obtained from ********* Autobody for $893.82.

  Business response

  02/01/2024

  We have been in contact with consumer and aplogized for her poor experience.  We have reached a mutually agreeable resolution, including monetary compensation for her inconvenience.  Thank you for bringing this matter to our attention.

  Customer response

  02/01/2024

  I was contacted by the Fix Operations Director (*****) from the Bommarito Group. He was very nice. He also apologized for the poor customer service I experienced. We were able to resolve the issue including monetary compensation for the unprofessional customer service I received from the **********************.

  Thank you for your assistance in getting the matter resolved.

  ***************************** **************

   

   

• Initial Complaint

  01/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  when Can I pick my car up, because my car is ready. First Chicago has not paid them all of there money. Bommarito stated that it was a bracket that hold the bumper in place, they were waiting on the check and approval so the car can be released. I have contacted Bommarito three times today and they just hang up the phone. I want to know when my car will be finished.

  Business response

  02/01/2023

  This car came in on 12/12/22

  Original estimate 1620.59

  After tear down had found additional damage and had to wait to get approval  by the insurance to order or begin repair on the additional damage.

  After the approval, we  ordered supplement parts, and yes,  there was a few brackets that was back ordered thru the dealer  no other parts was available  like aftermarket or used. 

  Changes was made to our estimate we submitted and only was only  approved for 5470.53

  Started the approved repairs  this insurance company did not pay the going rates  customer did have to pay the difference

  After all parts received except for the b/ parts,  and correct price was accounted for had to supply another supplement on 01/04 ,  only paid 6805.45 resubmitted the paperwork again for the correct amount and was finally approved 6879.65,

  Cars with Cosmetic parts can be released when there is a back order situation, parts that hold cars together can not be reassembled until these parts arrive. 

   

  One hold up was the back ordered parts  the other hold up was the insurance company trying to discount the repairs.  Cars can not be released with out proper paperwork and proper accounting of the payments to be provided at pick up. 

  Car was picked up on 1/24/23.

     The final  paperwork was sent to the insurance company on 01/04/23 and was called every day ,  we did call them every day to try and get a response from them . 

  We did have phone and internet issued from  from  01/09/23  to 01/19/23 .  Phones was an issue  but no calls was answered they just didn’t come thru. There was a message on the machine stating to call the dealership and the notes was forwarded to us to reach out via ****** chat

   

  Cust did pay the  insurance check that was sent to him of 1620.59 and  the difference of 70.20 of the rates difference on 01/24/ and picked up his vehicle

   

   

  ****** *******

  Customer response

  02/01/2023

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

  -they didn't answer the phone 

  -and they didn't refund me for the rental car and to get my car out.
  
  
  
  Sincerely,
  
  *** *******

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my vehicle in for body work repairs on 08/04/2022. My insurance company (******) repeatedly had difficulty contacting them in regards to the timeline on repairs and other pertinent information. My vehicle was supposed to be completed on 9/01/2022, and was pushed back until 09/08/2022. As of today, my vehicle has not been returned. Yesterday, I visited the business and they stated the internet and phone system was down since 09/08/2022. However, they neglected to contact me in any form to confirm this information

  Business response

  09/27/2022

  This car came  8/04  and was check in and pre scanned ,   handed out 08/10 to a tech ,  car was torn down and a supplement was created to be sent to the insurance company,  ****** no longer comes out to handle claims, our staff does the work for them.  Received the supplement back on 08/17   and yes we called and stated we would attempt to get it back by 09/01 depending on parts status.  On 08/30 customer did come in to check status and was informed car was built   except for glass having to be installed,  stripes and the truck would need to go to the dealer ship for calibration for the accident avoidance systems,   Car was sent to ford on 09/06 after  the glass was install and allowed to dry 24 before being able to drive, was at ford until 09/08  once the invoice was received from ford all final paperwork and final estimate was sent to ****** for proper payment, sent to have a final cleaning waiting on final paperwork,   received final paperwork back from the insurance on 09/15 , customer picked up on 09/16.   The original estimate from the insurance was 2784.00 with 25 hrs of work    final repairs was 8286.00 with over 50 hours of repair  it took 3 supplement to get to this final number 

  With all the industries  still struggling,   from the insurance under staffed to, parts delays to all sublet vender being behind,  to us picking up the slack to attempt to have good customer service,  The repairs are slower today then they was in the past, Hopefully we will all get back to being better with all  the constance  changes we face,   but going form a 25 hr job to a 50 hr job,  and tripling the amount of parts on the job and taking over a month to complete and having has a lot of behind the scenes advocating for the customer.  Unfortunately   this complaint was sent in before the car was complete,  In todays Under staffed world with parts that have slowed down all  repairs in every trade we are trying our best to survive and to not have our own staff fail due to the increased pressures from the customer,  I do understand the customer complaint and we tried to keep  the customer informed,  but a projected date is just that.  With having customers car still here from last year with back ordered parts and running ads to hire people  and booking out to Dec our industry with all the complexity of cars these days is still struggling  ,  I will error on making sure the car is repaired right not just hitting a deadline,  Safety is my first goal,  lives are too important that being in convinced by not having a car will over turn that ,  But with that being said, I am sorry it took longer than expected , and my staff will review this file to see what or how we can do better at our jobs . 

   

  Thank you , Please let me know what else I can help with  

   

  ****** ******* ********* *********

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our car was taken to Bommorito collision center for repair after an accident . they kept our car for 2 months and when we got it back the hood didn't fit the right fender was higher than the hood and there were blisters in paint on the hood that were not there when we took it in . We took the car back and they told us they would not do anything about the blisters in the paint or repair the hood .

  Business response

  07/19/2022

  The customer did come in to show us the area of concern.

  The concern of the customer is a Ford issue and was recognized by Ford . It is where the seam between the outer and inner panel of the hood has allowed the area to corrode.  The only fix for this is to replace the hood.   I understand the Customer also reached out to ********* and they stated the same thing about this being a Ford issue.

  We have pictures that was documented at check in, that shows the issue was there when the car was towed in.

  The length of time for the repair was for back ordered parts for a ft bumper repair, the repair had nothing to do with the hood or fender ,

  The fit and finish of the hood and fender can be addressed. At no charge.  This was explained that we would adjust the hood, but the customer declined at that point.

  The customer can contact Ford to see if they will provide assistance

   

  Attached are  pictures of the check in photos with the front end damage, In one picture, the bubbling is circled

  Attached is the 800 number for ford to make a claim with them to see if they will assist

  Attached is a google search  of 2013 ford fusion hood bubbling, 

   

  The customer concern is not related to the repair or of any wrong doing of Bommarito Ford Collision, .

   

  Please let me know what I can to help assist the customer at this point. 

   

  FORD

  **** ****** ****** ****** ************** ************* *** ****** ***************

   

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  ****** ******* ********* *********

  Customer response

  07/19/2022

  Complaint: ********
  
  I am rejecting this response because:
  
    I can accept that we will have to take our car somewhere to have the hood painted  " but the business made no mention of what they intended to do about the hood alignment or one fender being higher than the other . These things are clearly related to the shoddy repair work that was done and they were paid to do . "  
  
  Sincerely,
  
  ***** ******

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