ComplaintsforCollision Masters,LLC

• Initial Complaint

  09/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle in for repairs on Aug 28th and was given a Sept 15 completion date. On Sept 8 i got notification that parts were backordered and it would take a week for the parts to come in. On Sept 11 I got a message that work was nearing completion. It is now September 28th and the work still isn't completed and no one can give me any more info than that Every day that I call I am told "maybe tomorrow". This is unacceptable. It has been over 4 weeks that the repair shop has had my vehicle. The estimate that they gave has gone up over $2000 than the original price.

  Business response

  10/23/2023

  BBB spoke to the business owner and the following was relayed: Unfortunately, there is a nationwide backorder on automotive parts.  It is out of our control.  We have been keeping detailed notes and have been asking our parts distributor for updates every day.  Unfortunately, our parts distributor does not even know when the ETA of the part.  It is an ongoing issue across the country.  We have apologized to the gentleman, and are checking on the party daily.  The part was ordered immediately.  As soon as the part arrives, we will proceed with the repair.  

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I have had 4 different visits with this collision shop. Two were to total a two different cars that took over 3 month each to total the car. I had another occasion that took 4 months to get my car in and fixed. Then my last visits was June 13th 2023 for a vandalism case on my car. I had both my mirrors ripped off my hood dented in my roof dented. It took them three months to figure out a problem at the car went into the shop with and then proceeded to give me the car back three months later at 9-17- 2023 still broken. The mirrors are installed the dents were taken car of but my mirrors still do not work with my blinker an ambient light to illuminate the ground. I called the shop back and they want me to come back in to have them fix it but I’ve already had my car in the shop for a total of a year and I cannot afford to have my car gone for another period of time I called them back they did not want to help me at all. They told me to call my insurance company and figure it out myself.

  Customer response

  09/19/2023

  My desired resolution is that they repair the lights on my outside mirrors that were never repaired originally as they were supposed to be.  It was paid for by my insurance company already. 

  Business response

  10/17/2023

  BBB spoke to the business and the following was relayed: His insurance company and I both told him that he has a very unique car so getting parts was going to be difficult.  We never denied him for any repairs or concerns.  In fact last week he dropped off his car again, and we are not charging him to diagnose it.  If we cannot find anything wrong, his insurance company told him to take it to a dealership and they will pay for another diagnosis to reassure his concerns.  We are trying to do everything that we can for him.  If there is anything else that we can do, please let me know.   

  Customer response

  10/17/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Hey so yes I did bring it into their shop to have the problems fixed. They told me that I needed more evidence that it was from the vandalism. From the first job they did putting my mirrors back on after they were tore off and fix my hood and roof. But with them installing the new mirrors the lights in the mirrors don’t work and now the control system in the back seat doesn’t work.  When I brought it back in they had told me that nothing was wrong with the car and that I needed to go to my insurance to prove that it was part of the vandalism. A unique vehicle has nothing to do with the ability to be able to fix the car that you have the work guaranteed on. I understand that some vehicles parts do take longer than others to get and to install on my vehicle  But when I’m Told that nothing is wrong with my car and then that I need to go to the insurance company to get more evidence saying it’s from the vandalism for them to fix it…. And with their responds, I actually never talked to my insurance company after I had already brought it in to them the second time.  I have called them numerous times and waiting for a call back from my adjuster with this claim. At this point I honestly want them to just fix my car. The work that they did on my car in guaranteed through their shop, so there should be no reason why they’re going to my insurance company I would like them just to fix my car and guarantee the work that was done on my car.  Regards,  ***** *******

  Customer response

  10/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.    I have an appointment 8-23-23 for my car to get an estimate on my vehicle. I would like to still continue with the claim case. Is there an email to send this information in once I get it or come back to this page to attach it??  Regards,  ***** *******

  Customer response

  10/24/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Hello this is the work order from ******** **** ***** were I had them take the car for the full day today 9am - 330pm Tuesday October 24th. They had explained to me that they checked fuses and lights and still can’t find out why those lights and control console don’t work with the car and will need the extra 1-2 days to fully diagnos what’s causing these things not to work. I would like to continue with the process and hopefully have my car fixed by collision masters.   Regards, ***** *******

  Customer response

  11/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Thank you for getting back to me! When I have spoken to the insurance company they had said I couldn’t have the work don’t at another shop or switch it. I’ll be calling my insurance company today to see what they say to me but as of befor they had said no. But if collision masters has talked to them directly and said so then yes I would be more then happy to go to another shop to get this work done!    Regards,  ***** *******

  Customer response

  12/01/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  Hello honestly the matter is still going on. Ended up going to ******** **** ***** where I bought the car. So what was found at the new shop. The back console has to totally be replaced there are no significant parts wrong with the wires or mother boards. So I have to replace the back console. I’m only able to do one part out of pocket still totally over $800. Decided not to do the one part that was alone $1900. The tech asked me if anything was spilled on the back console and there wasn’t by me. I rarely use the back and really no food or drinks in my car to begin with. Also the mirrors are still getting diagnosed. Took them a matter of 5 hrs to figure out the back console and still working on the mirrors today. Been in the shop for two days. Have parts already ordered from the NEW shop and getting the work done out of pocket to finally have my car fixed. Also found more damage on the car with the side molding not properly installed and a couple other issues that were found after the new shop had taken the car apart. But to answer your question no answer form insurance company nor collision master to settle this issue. Totally doing it out of pocket on my own time.   Regards,  ***** *******

  Business response

  12/15/2023

  He needs to get in contact with his insurance company and submit the evidence from whoever is repairing his vehicle to his claim handler at his insurance company.  The claim handler at his insurance company will make a decision if that is part of the claim or not.  Collision Masters does not have the authority to make that decision.  The customer has taken the vehicle elsewhere at this point and therefore, at this point I believe the customer needs to address his concerns directly with his insurance company.  There is nothing more that Collision Masters can do for him.  Thank you.

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