ComplaintsforSchmidt's Collision & Glass
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Complaint Details
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Initial Complaint
10/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Collision shop has had my vehicle since July 18th 2022. The only way to get ahold of them is through email or text. No one has reached out with updates, unless I do. I keep getting the run around about parts being on back order. I did reach out to the place parts came from and they said the parts had been shipped and the shop had them. Every time I ask when it's going to be done I get " the end of next week" It has been 3 months. Now I was supposed to pick it up today and now all of a sudden it needs an alignment and a detail. I'm done playing games with them. I want my vehicle back ASAP. The owner of the shop isn't even in NYS and is trying to give excuses as to why it's taking so long. My next step after this complaint is talking with my lawyer. I shouldn't have had to pay for a rental for 3 months!!!Business response
10/15/2022
To Whom It May Concern, Mrs **** has a few valid complaints regarding her repair. It did take much longer than we anticipated. We apologized over and over for the delay. We understood and sympathized with their frustration. Unfortunately, Due to the extend of her repair the time frame has significantly increase post pandemic. Parts are in short supply making the demand higher than ever. What the ****'s do not understand their repair required MULTIPLE parts and EXTENSIVE labor. After receiving the major parts we still had to to wait on the miscellaneous parts required to complete the repair. Once all the parts were received we completed our portion of the repair and then had to sublet the vehicle to an alignment shop due to the extensive damage to the suspension. We have no control over how fast they complete their part of the repair. As for being able to contact the shop there 2 days that the internet phone system was down. Other than that they were told via text message to call the shop directly for updates. This was a $13,000 repair covered in full by their insurance company. Their portion was a $500 deductible which we WAIVED AS A COURTESY (which we never do)for their inconvenience. We have been in business for over 8 years the past 2 years have been the most challenging post-pandemic.Customer response
10/18/2022
As said before they had my vehicle for 3 months. Insurance covered the rental for 30 days and the rest was out of pocket. At approx $450/wk x 8weeks.
I'm looking for help with the rental costs. Last time I spoke with someone(when i picked up my vehicle), I was told they could possibly help cover 1/2 and was supposed to get
back to me. I haven't heard anything since.
Business response
10/19/2022
As far as promising Mr. **** with help on his rental we generously waived his $500 deductible to assist in his rental car the customer is one of many customers who is cars I have had anywhere is from 2 to 4 months we are all in the same position. The last three cars I’ve delivered in the last 48 hours I’ve had for over 75 days, this is a common problem in the industry. I am the only one that can authorize rental cars. We do not pay or assist in rental car coverage or offer free loaner cars we have not done so since Covid has begun. Due to the back order and the in availability to obtain parts, I have spoken to my management team that was never promised to him,, and the last messages I have had on Facebook messenger show no indication of schmidtscollision paying any portion of a rental bill just the customer complained that he was paying for the rental bill himself and it was very difficult with four kids. I never, or my team ever offered to assist in his rental car coverages. All insurance companies only offer 30 days that is the policy max. I sympathize with him but he is one of many when he get into an accident in this day and age parts are just not accessible the way they used to be in 2020.. it is very unfortunate that the industry has come to this
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.