ComplaintsforPerformance of Charlotte

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted this company at least 11 times to solve this issue. Four emails and seven phone calls It does NOT include the originals phone calls made to attempt to schedule an appt to bring the car back in for them to finish the job, My daughter ******** brought a car there in early March 2023.Based on their estimate, the insurance company sent me a check for my daughter's car on 3/23/2023. The same day I spoke to their office, and the office promptly sent me a link to pay for the invoice.I've attached the receipt. Tires were replaced and windows fixed; however, they still had work to finish repairing the vehicle and had to order parts.Since my daughter needed the car and had already been there for almost a month, they agreed to contact her once the part came in and schedule an appointment.That was 3/29/2023. I included the attached note from that office. She called nobody could call her back to schedule the appointment now that they had the money from the insurance. I contacted that office once, and the front desk office took my information and said: they would call back. To this day, two +month later, I have never received a callback. Fast forward a month later. The car was stolen, and the police found it ten days later. My daughter called them three times for a refund, and they never called her back.I called myself on 5/22-5/30-6/06-6/09 6/12- and asked to give a refund for the work not done, and that office told me that they never reimbursed the customer and offered to have us bring the car to finish the job- funny when we had the car we couldn't get them to do that. Since we no longer have the vehicle, they asked us for proof that we no longer have the car.I provided the proof, Police report, and everything on 6/06 they completely ignored us. The insurance company now possesses the vehicle, and it's a total loss. We want to refund the money for the work not completed to either the card used to pay the invoice or directly reimburse the insurance company as soon as possible. It's not a complicated equation if they don't want to be reported for insurance fraud.The total value paid- work done= send a check to the insurance or credit the card used for the work not done

  

  Business response

  08/25/2023

  The vehicle came to the shop on March 4,2023. The ***************** finally sent the estimate on March 18, since the client claimed she has no rental the shop did their best to help her by finishing the repair as soon as possible. The customer picked up the car on March 29, 2023. The customer was satisfied with our job and she decided to take her vehicle without the job being completed.  The shop told her she will be called as soon as we get the part.  However, there are many parts on back order on these days.  When we got the part we called the customers daughter to come back whenever she has a chance to finish the job. However, she never came in to do that.  Soon after the car was stolen the shop began receiving calls asking for reimbursement.  The shop never rejected the reimbursement and we told her mother we would reimburse the money to the insurance company.  This resolution was upsetting for the mom and she called multiple times asking for reimbursement. We continually explained to her(mom) that the reimbursement will be to the insurance company.  Again, as a resolution we will reimburse the money to the original type of payment in the next **** business days.   

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