ComplaintsforAuto Collision & Glass

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car had a minor fender bender in 2022. I had it repaired at Auto Collision and Glass to repair the damage and have a headlight replaced. Since that time I have had to have the same headlight replaced twice due to moisture buildup in the lamp, once at my expense and once covered by them. Six months later the headlamp that was replaced in January has moisture and must be replaced for the FOURTH TIME! They are the only ones who have done body work on this vehicle ever so if the headlamps are being compromised it is certainly due to the repair they did. They have made no mention of looking for a reason for the failure, they simply replace the assembly and send me on my way. I have emailed their customer service and have heard nothing back from them. This has turned into a nightmare due to their unwillingness or inability to troubleshoot the problem and has cost me a lot of money and aggravation. I would not use this business or recommend them to anyone.

  

  Business response

  08/28/2024

  Customer originally came in on 12/28/2021 for a left fender repair and a replacement of his Left headlamp (OEM) which he paid out of pocket for the entire claim. On 3/28/2022 the customer had a claim with ********* insurance for a rear bumper repair which ********* paid out the entire claim. The customer was in contact with us in 7/2023 stating of having moisture in his left OEM headlight, the manufacturer (*****) said that the headlight was out of warranty and would not be covered by them. The customer paid for an aftermarket (********) Left headlamp and it was installed on 7/12/2023. The customer was in contact with us in 2/2024 of having moisture in his Left aftermarket headlamp again. We reached out to ******** and they warrantied his headlamp. On 2/19/2024 he brought his vehicle in and we replaced his Left headlight with another aftermarket headlamp and also inspected the area of the Left headlamp to make sure nothing in the area was compromising the Left headlamp – nothing was found that would compromise the Left headlamp. We received a complaint from the customer on 8/8/2024 of having issues with his headlight. We called and scheduled the customer to come in and he came to the shop for inspection of his issues on 8/19/2024. On inspection of his vehicle and his complaints were with having moisture in his Right headlamp which we never touched in any of his repairs. The only headlamp that was ever touched with all of his repairs was the Left headlamp.
  

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Refund for services not done. A rim and an alignment was not done,

  Customer response

  02/15/2024

  I brought my car in a November 15th, I did not get it back untill January 2nd. It was just excuse after excuse. Near the end they contacted me ang asked if I wanted me rim replace and the alignment that was in the original claim. I said no. They told me 30 days to have a reimbursement. It's been a month and a half still have not be got a reimbursement. More excuses. I also told them when I brought my car in that there was a bad exhaust smell. They said nothing is wrong with it. The check engine light was not on before I hit the deer. It's been on since I got the car back. I replaced everything that could cause the code. It still won't clear and I can not get my car to pass inspection.

  

  Business response

  03/07/2024

  Good Afternoon,

   I did look into this file, I do see that we have a refund check set to go out to Mr. ********** at **** ***** ******* ******* ***** *****. This check is set to be printed Friday March 8 ,2024. In order for us to send a refund check we have to receive full payment from the insurance company. We received the final payment on 2/20/24. We do let our customers know that it could take us to 30 days to receive a refund check after we receive final payment. 

  Please let me know if any other information or documentation is needed.

  Thank you,

  Juanita G*********

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My truck was taken to auto collision and glass in Robinson Rd in Lockport NY phone number (716-478-0866) awhile back. (Unsure why it says North Tonawanda at bottom of this page) They collected $ from my insurance company but didn’t complete the job. (Pretty sure that’s insurance fraud) They still owe me rain guards. They bought the wrong ones and I have called several times to get the right ones installed on the truck but they HAVE NOT done anything to finish the work they started and got paid for. I want the work to be completed immediately.

  

  Business response

  02/28/2024

  
  To Whom it may Concern,
  Mr. ****** did have his vehicle repaired with us, upon reviewing his file I did see that we were suppose
  to send him a refund check of $88.88. Somehow this refund was overlooked within our system. I spoke
  with Mr. ****** today regarding this oversight. I did apologize to him for the miscommunication and
  oversight on our part. I did let him know I would print the check immediately. I offered to have it
  dropped off at our Lockport location tomorrow morning the 2gth.He is going to pick up tomorrow
  afternoon from our Lockport location.
  If you should have any additional questions or concerns please feel free to contact me at ###-###-####.
  Auto Collision & Glass Inc.
  

  Customer response

  03/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ******* *******
  
  
  
  
  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in a car accident December 17, 2022 where my car due to sliding on ice crashed head on into a rail guard on the expressway. After over a month my car through my insurance company (*********) was given to Auto Collision and Glass on January 22nd 2023. It is now currently June 6th and I still do not have my car. The first issue was a part being shipped which wasn’t shipped out until April 20th only because of me calling **** corporate multiple times. In that process Auto told me it wasn’t their job to call to ask about the part but it was mine because “it was my car.” After finally receiving the part the manager told me that the car would be ready after 20 working days not including the weekend. 10 days into that I was informed that my car had not been worked on due to waiting on a different shop to remove the engine to get to installing the part. It’s now been over a month and my car still is not fixed due to “another part”. Auto has been horrible and have not given me anything in the process except a rental that I’ve had for 3 weeks now. I am disgusted in their business and don’t think I should even have to pay them the $509 deductible. ******** also has done nothing and have made excuses throughout the process. I have been without my car for 4+ months now while paying the car notes on it which **** said they’re not responsible for being it’s not a warranty fix. I am at a loss of words on what to do at this point. I do not wish to pay a company $500 when they have clearly not prioritized fixing my car and have dicked me around for months now.

  

  Business response

  06/07/2023

  I understand the customer’s concern for the length of repairs.  We all share in the frustrations. The Automotive industry is facing a countrywide parts distribution problem that isn’t getting any better. This vehicle had a major structural component (Frame Rail) that was on a national back order from the vehicle manufacture. The part finally arrived on April 20th. The repairs from there, barring no other problems, should normally take 20 working days. The vehicle is currently in the reassembly stage. When they went to put the Shutter in the vehicle it was found to be an incorrect part. It appears that it may have been packaged incorrectly.The customer, ****** ******, was asked to contact the vehicle manufacturer to express a concern on the back-order part.  He would have more leverage with the manufacturer than us, as a repair facility, since he purchased the vehicle from them.We did contact the local dealer where we ordered the part from every few days for an update on the backordered part.We want the customer to have his vehicle back as bad as he wants it.  Currently we have paid for over $9,000.00 in parts and paid our technicians to repair the vehicle to the current status of reassembly. Why would we want to delay delivering the vehicle to the customer?  Additionally, we haven’t received any money for this repair yet from the customer, nor the insurance company.We are covering a rental vehicle for the customer at our expense until the vehicle is completed.The $500.00 payment the customer is referring to is a contractual item with the customer and his insurance company.

  Customer response

  06/13/2023

  Better Business Bureau: I’m not sure what documentation I can provide other than the original diagnostics which I attached to this email. The issues occurring aren’t things that were “on paper”. The manager replied saying it would take 20 business days but did he mention that from April 20th when they had the part in their possession that 10 days later the car hasn’t been touched? Did he mention that they had the shutter piece in possession days before actually opening it? These are all examples of negligence on Auto’s part. Yes he did supply me with a rental on May 17th when the car was supposed to be fixed but again that was because his employees did not finish a job that he said would be done. I appreciate the car but for example last weekend I went out of town and had to rent a truck to go. I was driving a **** ***** ******** as opposed to a ****** *******. So the rental has been helpful but there’s still issues. The manger said they refuse to waive the standard $500 deductible because of how long I’ve had the rental which if I may go back again is his employees fault. None of these things have been in my control yet I’m being blamed for what his employees haven’t done? All I’m asking is that my deductible be waived because since the part has been in Auto’s possession on April 20th my car still isn’t fixed and it is now June 13th. There has been no extra issues like the manager said but instead pure negligence. The car hadn’t been touched for 10 days until I called. Why should I have to pay them $500 when they’ve shown that they don’t care about the vehicle? I’m not sure what else I can say or show that proves the inconvenience and negligence on Auto’s part..

  

  Business response

  06/14/2023

  As I’ve stated before:I understand the customer’s concern for the length of repairs.  We all share in the frustrations.Some of the delays were from the Manufacture not having the parts in stock (Back ordered) and some were on Auto Collison and Glass. This is why we agreed to cover the customers rental at our expense until the vehicle was completed. Which is more that most repairs shops would have done.Unfortunately, we will not be in a position, nor will we waive the customers deductible.

• Initial Complaint

  04/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The problem happen today. So apartment called the tow company which is “United Auto Towing” because they have to fix the road today. Today around 9-10 AM, they towed two of my car. My car is mine another was my girlfriend car and we both goes to University at *******. After we noticed our car was towed, we immediately contacted the company, which is around 12PM. Which is 2 hour that our car got towed by them. We went there then we noticed that they ask for 350 dollar for each car to take the car home which is 700 dollar together. The price is unreasonable for us as a student. They also messed up my girl friend car and now her car have to replace the car brake pad because they didn’t properly towed the car. Overall, they take advantage of us charging us a huge price on us as a student and also makes a huge damage on our car. The most important thing is that the towed company was 2mile away from my apartment and we went there immediately when our car was towed. This is very unreasonable for a company to do business like this.

  

  Business response

  04/25/2023

  United Towing received a call from the property Manager Jim ***** of *** ******, requesting that 3 vehicles be towed as they were in the way due to the parking lot being paved. United towing arrived at the location; they followed all the proper procedures to tow the vehicles as safely as possible without the keys being with the vehicles. They utilized skates under the wheels so the vehicle could slide, they had to winch the vehicles onto the flatbed in order to tow the vehicle. The charges are in line with the actions that they had to perform to tow the vehicles, Skates position 2 times to put on the tow track, 2 times to take off the tow truck and then winching as needed. As far as the brakes “Check Brake pads” that’s a malfunction Indicator light that on the dash. The actions that took place from the tow would not have damaged your brakes. In closing we’re sorry that your vehicles were parked in a place they shouldn’t have been, however we were requested by the property owner to remove the vehicles. Regards, United Towing 

  Customer response

  04/26/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  I'm really thankful that they take the time to explain this to mean but this doesn't resolve the issue at all. First, the business didn't explain any of the questions that I have asked previously which means that they are afraid of answering my answer because they know they messed something up and can't explain it. The first thing I want to refer back again is that they didn't give us an answer to the previous responses. Which is why would they charge us $353.98 each my girlfriend and I for holding the car for 2 hours long? Plus, our apartment was TWO MILE away from them. The pricing makes no sense to me. They just explained that it's because of "AWD CAR" which still makes no sense in charging us $353.98 plus they didn't have any pricing breakdown. Doing a business like this, something I know is the distance that you towed a car will be various on the price as well as the storage cost, which is only TWO MILE away from them and holding for TWO HOUR. They clearly don't understand how they come up with these crazy prices. For this, I can conclude that the company is RANDOMLY charging customers a high price for no reason or maybe they think that we're student, so we don't anything about it. Second, on the "BRAKE PAD" for my girlfriend car, I have provided prove on the New York State inspection with receipt attached to this file. The inspection was taken place on 04/21/23 at 12:45PM which is last week Friday. Then the car was towed on 04/24/2023 at 9:56AM which is this week Monday. We didn't use the car on Saturday and Sunday which is 22nd and 23rd. Therefore, what this mean was we did a state car inspection on Friday and didn't use the car on Saturday and Sunday then the car was towed on Monday. When we get back the car, the brake pad is broken. It is very hard for me to believe this has nothing to do with the company that towed our car.  (They're many reviews on ****** on this company that many customers have the same issue as me as well (Taking advantage of consumer, and I think this is the time to prioritize this and make it a focal point of our attention. I don't want to let this happen to another consumer just like me).  Regards,  ***** ****  

  

  Business response

  04/27/2023

  I have reviewed the response from the complaint. No one is ever happy when their vehicle is towed for a violation… I believe that their complaint is with the property owner because they parked their vehicle where it should not have been. We were hired to remove the vehicle at the property owner’s request. Unfortunately, United Towing is not in the position to assist on this concern. I would suggest that the complainants contact the property Manager where their vehicles were parked. Regards, United Towing 

  Customer response

  04/29/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.  This has nothing have to do with the apartment. I admit that I park in the wrong spot and I'm ok to pay on my own expense. I'm not mad cuz I know I parked in the wrong spot but not for you guys taking advantage of us and charging us for an insane price. Also, you guys can't even admit that you guys break our brake pad like a little baby and trying to push the responsibility to someone else? Is this how you do business? If you have any common sense, my girlfriend vehicle only has 20,000 millages, how can we break the brake pad in 20,000 millages plus we did an inspection last week?  We also went to the ************* car service, and we have asked them, and I explained everything to them and what they said was "it definitely be on you guys" because there's no way this car will have this kind of issue in 20,000 millages. Regards,  ***** ****

  

  Business response

  05/02/2023

  We can keep going back and forth about the pricing that you feel is unfair, however this is your opinion. The price for the tow is within the Towing  industry standard for a vehicle that didn’t have the keys with it at the time of tow. If you would like to purchase a $175,000.00 flatbed, pay insurance on the vehicle, and pay a driver to perform the work; I am sure you would agree that the price is more than fair. I would be more that happy to discuss the tow procedures with the ******** dealer that stated, “It definitely be on you guys” .  If the keys were with the vehicle at the time of tow- this would be a moot point, however they were not… As I stated before, United Towing will not be in a position to do anything on this concern… Regards, United Towing.

• Initial Complaint

  02/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  We were in an auto accident on 10/21/22. Our vehicle has been sitting at Auto Collision and Glass since 10/22/23 and the repairs are not complete. The estimate we were provided today informed us it will not be complete prior to 2/23/23 - 4 months after they took possession of my vehicle. We have no recourse to validate the reasons for the delay and no one with the company seems to be taking our complaints seriously.

  

  Business response

  02/07/2023

  Better Business Bureau   File # ********First off, I hope that everyone is ok from the accident. I would like to apologize for the delays that you are experiencing on the repairs to your vehicle.  We understand that it is difficult to be without your vehicle.In the collision repair industry, we face numerous potential delays in the repair: Parts procurement and supplemental damages, this requires an inspection by the insurance company to authorize the additional damages.  We can’t order any additional supplemental parts until the insurance companies approve the damages. They tend to locate the most cost effect parts even though they may be located across the country. They don’t always take into consideration the time it takes for a collision shop to receive the out of area part. Then, if the part comes in damaged, we have yet another delay. The part then has to be returned and reordered from the same vendor, or if not available, begin the process to locate the part elsewhere.  If the parts come in damaged, it can really delay the repairs.Here’s a timeline of the repairs:10-21-2022 Loss date10-27-2022 Vehicle towed to shop10-28-2022 Insurance inspected the vehicle11-03-2022 Authorization to repair signed11-03-202 original parts ordered11-16-2022 Insurance inspected for Supplement 0111-19-2022 Supplemental parts ordered01-24-2023 Tire finally arrived01-30-2023 Vehicle towed to Mechanical shop for suspension02-01-2023 vehicle back from Mechanical shop02-01-2023 vehicle in to productionInsurance company Inspections:Estimate of Record $6185.88Supplement 1 $4635.20Supplement 2 $7649.95Total Repairs $18,470.93I have called our Hamburg location and instructed them that once the vehicle is out of the paint department, they are to have a technician stay on the vehicle until the reassembly of the vehicle is complete.The vehicle may also require a calibration that can only be performed by the dealer of the adaptive headlight system, we will attempt to do this with our AirPro scanner first.  If that does not work, the vehicle will then have to go to the dealer. Thank you for reaching out with your concerns.  We pride ourselves on putting our customers’ needs at the forefront of our business.  We do share in your frustrations and would appreciate your understanding going forward.Kevin G****General ManagerAuto Collision and Glass

  Customer response

  02/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  **** ********
  
  
  
  
  

• Initial Complaint

  01/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My car was towed to this auto collision and glass 12/28/22. Initially it was great, they called me and let me know how long I’d have to wait for my car, 3 weeks. The day before my pick up day I called the shop and spoke to someone who confirmed my car would be ready the next morning- the next morning they called me and stated the bumper they ordered didn’t fit and I would have to wait until the following Tuesday to pick it up. I was unhappy but understanding and advised the employee then Im not in a rental and need my vehicle Tuesday comes and no one calls, Wednesday comes no one calls me and I have to call them asking for an update about my car, told me my car needed an alignment and I’d have to wait until the next day to pickup. (Sameday alignments available all over WNY it is inexcusable after shop negligence delaying pick up to make me wait another day for a simple alignment)- Thursday comes I call the shop in the morning to be told my car is still at the shop finishing the alignment &they needed to hear back from my insurance before pick up. I called my insurance company who stated they have been waiting information from the shop since 1/16. Finally AFTER HAVING TO CALL MYSELF I am told my car will be ready at 430, I go to pick it up, there was a garbage rim left in the back- the alignment was not done, the car pulls sharply to the right, my tire pressure light is on, my car is making a noise it never made when idle and breaking. They claim they drove my vehicle and “everything is great”, I called and left a message and no one called back, I had to call again myself and was offered one poor option, to bring my car back to them. Unacceptable. They were paid over 3k from my insurance and 500$ from me, I want to be reimbursed for what I paid to them out of pocket so I can take my car to someone who will do the job properly. After 1 month with my car I should not have to take a 500$ loss and have to pay for additional repairs/ not have my vehicle once again

  

  Business response

  01/30/2023

  
  
  Good afternoon,
  I’m sorry to hear of your experience on the repairs to your vehicle. I would be happy to look into this and assist you on any corrective repairs that maybe needed to the vehicle. However, I can’t seem to locate a repair order on your vehicle. I searched by your name. address, phone number and email address. Could this have possibly been under another name? Would you happen to have a Repair Order number?
  
  Sincerely,
  
  Kevin G****
  Auto Collision and Glass
  2200 Military Road
  Niagara Falls New York 14304

  Customer response

  02/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  ****** ********
  
  
  
  
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I got rear-ended and took my 2022 ***** ****** in for repairs on Nov 1st. The company told me it will be done on the 12th. I called to see how the process was going qnd they told me it would be another week and would be done on December 19th. Each day I get the run around, each day since they told me it would be done by the end of the day. Each day I get the same call of its not done. I will never deal with them again and I hope no one else has to either.

  

  Business response

  12/22/2022

  First off, I’m sorry to hear that you were in an accident, we hope you’re ok. Auto Collision and Glass would like to apologize for the changed completion dates that you have been receiving from our office. Our industry has been facing a huge parts distribution / shortage problem that we encounter every day.  The best way to explain it you is: When the last time you went grocery store and they had everything that you were looking for stocked on their shelfs?  Our stores are updating the customers based on the information that we’re receiving from our parts vendors. Unfortunately, at lot of the times we’re given false parts arrival times, parts come in damaged or packed incorrectly from the dealers. In closing we want you to get your vehicle as soon as possible, however there are external forces that do delay the repairs. We would like to give you a completion date, however I can’t do that until we actually receive the last of the remaining parts to complete the repairs. Regards, Kevin G**** Auto Collision and Glass

*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. ↩