ComplaintsforCole's Collision Center, Inc.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The body shop did repairs and they weren’t done properly. Insurance refuses to exceed the policy limit due to the payment they already made for the original repairs. The shop isn’t willing to fix it unless insurance pays and they have a lifetime guarantee in their work if the customer has an issue with it but are refusing to fix it without insurance. Originally when we brought the car in they said they would replace everything instead of repairing it and didn’t make any attempt to reach out for approval from insurance to replace the part and said it wasn’t available. I would’ve rather taken the car back and waited for the part but they didn’t give me that option or contact insurance to say the part needed to be replaced.

  

  Business response

  12/13/2023

  The customers complaint revolves around the liftgate replacement.  Due to the on going strike the liftgate is not available per **.  No release date of when it would be available.  The paying insurance company wrote to repair the liftgate and it was repairable.  Other than the customer just does not want it repaired there is nothing wrong with the repair/refinish.  We did get the paying insurance company involved and they agreed the final repairs were done correctly and satisfactory.  The paying company however did agree they would add the replacement of the gate for customer satisfaction reasons.  The liftgate is NOT available purchase.  Also the coverage for the paying insurance company is now over max payout with the liftgate added.  The customer would now have to file under their own policy to get the repairs covered.  The claimants policy is over its max. Still no gate available and still no word from their carrier on covering a replacement liftgate.  Our warranty stands on the repair and refinish we completed.  No issues with any workmanship.  Customer just prefers a new liftgate vs a repaired liftgate.  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After tree fall, vehicle passenger door was 90 % more difficult to open and close. There is a dip with noise when the door is opened past a point or closed past a point. It still is a struggle. Initially it took two hands to pull it open after tree fall! ***** ********* ***** ********* ** is ** preferred repair shop with 2 years to revisit claim. When I left after initial repair the passenger door was not repaired and I lost $ on a rental. There was film of glue(?) on the windshield that left me road blind when it rained. There appeared to be ripple/drip in paint. They GREASED the door and did not fix it. There were still divots and scratches. CURRENT VISIT: Manager looked at vehicle door and said “Mam, the vehicle is 10 years old!” Stated there was rust on a hinge-that was the problem (not due to massive section tree falling on van?). Yet other 10 yr old door works fine! Really? Witnesses are writing statements now! Nick commented there was no damage to the roof so…….Now I will inspect the top of the van too. I question what they did to roof. The section of massive tree free fell on to van and settled after thrashing and bouncing mostly on the passenger side. Limbs and trunk surrounded the vehicle even after a path was cut along house and doorway and the van could barely be seen through the branches. Passengers in the van have struggled after the accident to open and close it. They are disgusted and angry to hear the comments. If criteria for vehicle claims followed such rational, there would be no reason for insurance companies to fix anything. Rust can be found before six years and according to him, if a vehicle hits 10 years of age, malfunction is not from an incident when there is rust. I know this matter will be corrected because I have witnesses and it was very clear something happened to the door that day. His rational was purposefully dismissive and it does not follow fact. He didnt ask me questions because he did not care to consider the facts!

  

  Business response

  08/21/2023

   Just spoke to the customer and she is going to stop by at her conveinance for us to address her concerns.  The insurance company did deny that this was related to the loss.  However it sounds like a small repair that we will make to keep her satisfied.  Please reply that you did receive this email.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩