ComplaintsforWilson Collision Centers

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our daughters Jeep Patriot towed to this garage after an accident. We used this garage because it was on our State Farm approved list of garages and after calling several this one said they could get the car fixed the fastest. The entire time we have dealt with one of the manger/ co owners **** Wilson. The car was taken there jan 5th. After evaluating the car several days later he originally said it was totaled then a few days later came back and said it wasnt thet he was mistaken and was looking at the wrong car. This was after we called him almost daily thet week asking for progress/ updates on his evaluations. The car is still currently at his shop and he continues to tell us different dates thet the car will be finished. It was supposed to be ready three weeks ago but he continues to push the date off. First it was a hold up on parts. It is always a different story. We have also reached out several times to State Farm for help. They have reached out to him too with no results. He told them today it was delayed because the wrong parts were orders but he never told us that information. He was supposed to call us with updates but not once has he done that. Each time I or my daughter calls to get updates he gets very defensive and rude. He has also talked harshly to my daughter and yelled at her today. She called for an update today (2-15-2023) and was talked to very rudely and harshly by him. He was extremely defensive when asked about the location of the car. He said yesterday it was sent to another shop for alignment and at first refused to give her the name of the shop. She told him it was her property and demanded to know where the car was. He finally told her and yelled at her not to contact the other shop for an update. Once again he could not give us a date the car would be finished. My daughter is 6 months pregnant and has had to request a leave from work and school because she cant afford a rental car. Car star has been told this.

  Business response

  02/25/2023

  Thank you for making us aware of Complaint #******** from *********************** regarding repairs to her 2016 Jeep Patriot.  And my sincere apologies for not responding to this complaint in a more timely manner.  Our business has grown exponentially over the past few years, and unfortunately with that come growing pains.  With 80 to 100 cars in process at any given time, it is indeed challenging to know every detail about every car at all times, no matter how hard we try.  Our ********************** Wilson, is now managing our business.  This is his recap of what transpired with this repair:

  It is true that I originally told this customer that the vehicle was a total loss.  I had in mind that it was a 2006, when in reality it was a 2016, which makes a world of difference in value.  As soon as I discovered my mistake I called the customer to let her know.  Ever since COVID, it has been extremely difficult to obtain parts in a timely manner.  This customer did not have rental coverage and was without transportation, so I do understand her frustration.  But when I am called almost daily and spoken to with extreme offensiveness, yes, I get defensive...I am only human. The vehicle was completed and delivered on February 16th.  The customer had a $250.00 deductible, which we waived out of consideration for her situation.  This is not standard practice but we wanted to try to help a little.  They were told this prior to this complaint being filed...not because of the complaint.  This was a very unusual job, the details of which would only sound like excuses.  Just know that we did everything we could to expedite this repair, as we wanted to get it back to them as badly as they did.  Our business depends on excellent customer reviews, and we take pride in the fact that most of them are.  We regret that this happened, and wish them nothing but the best.

   

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