ComplaintsforKing Collision Auto Repair Motor Co

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 10/3/2023, King Collision collected a $500 ‘deductible’ from me and then charged an additional $500 ‘deductible’ to my insurance company on 10/4/2023 even though my car was not repairable. I went into the repair shop to settle my bill and my insurance agent spoke directly to the shop in order to verify the exact amount of money owed. After the shop finished speaking with my agent, they struggled for the next 30-40 minutes figuring out how much money I owed. The employee then verbally told me what was owed and had me “punch it into the calculator app on [my] phone”. He says “Take that number and add $500 for the deductible”. When I finally check out, I ask for a detailed receipt. The next day I get an email from my agent saying that there is a problem and the shop has not released my car. I assumed it was just a misunderstanding, so my agent and I called the shop. The shop then demands an ADDITIONAL $500 ‘deductible' in order to release my car. This is NOT what was discussed on a recorded phone line with my agent the day before. This is NOT the amount of money that the salvage/ towing company was told. This is NOT the amount of money that I clarified with the body shop directly in-person the day before, nor is it correct according to the receipt that they gave me. When my agent confronted the shop as to 1) Why I was being charged a deductible at all for no repair work and 2) Why the bill was still incorrect after speaking with them directly, their reply was, “It’s just semantics.”, before laughing and hanging up on me and my agent. The shop is legally entitled to zero deductibles and they have collected 2: one from me and one from my insurance company. If it was done accidentally out of ignorance, then fix it and refund the money. If it was done intentionally, then it is insurance fraud.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my car April 2023. I needed the front & back bumper replaced as well as a sensor. Along with a quarter panel and hole in the exhaust patched up. Today is now July 6 and I still do not have my vehicle. This business has tried to total my vehicle and add on repairs and replacements that I did not need. They removed my steering column without the permission from me or my insurance company. They have compromised my vehicle and lost my trust. Since May I have been told 3 times my vehicle would be ready and each time they have lied. I found out today July 6, that the vehicle would be ready then told later today that a technician had broke something on my vehicle, which has nothing to do with the outside of my vehicle where the repairs were needed. ******* and his team have not offered any apology for any incidents or inconveniences. I have video evidence of appearing at the shop, after being told that the car was being painted only to find out that the car was not being painted and the parts were not on the car. They have submitted evidence and/or estimate for new parts however, upon appearing at the shop, I saw used part sitting on top of my vehicle. ******* stated that that was not the part that would be applied to the vehicle. I was not consulted about the removal of a steering column, which led to further delay. This company did not notify me when parts were delayed, and or when the technician broke items on my vehicle, when I initially went to get an estimate from this place. I should’ve known that it was not good business when he asked if I wanted to keep the vehicle or total out. I specifically told him no and he tried to do it anyway. All at my expense and not one single apology or urgency on fixing my vehicle. They gave me a loaner car that was dirty and not the same level as my vehicle, and the car was full of someone’s belongings in the trunk. Atp I’ll have to get someone to check his work or sue. I would not recommend this place to anyone.

  Business response

  08/07/2023

  This vehicle was considered a total loss. The car had extensive damage from this claim and three prior hits that was not reported. After hours long communication with her and the adjuster to work out a way for her not to lose the car in the total loss process we offered her a discount on the overall cost to meet the insurance needs to not total the vehicle. The steering column issue is as such. GM mandate certain safety inspections on their vehicles especially those with heavy front end damage. The poor prior repairs were in the front end and those safety inspections were needed to verify if the steering column collapse when it was impacted. The customer refused the GM safety inspections and other issues. On a test drive, one of the poor prior repairs parts failed caused damages to the car. We called the customer and explained the issue and fixed everything but that one component because it happened to be on National backorder according to our Chevy dealer. We have tried to source the part but unfortunately no used or aftermarket available. We have let her drive a loaner vehicle since the beginning of the backorder ordeal. Customer asked to pick up the vehicle without the camera mounted. We explained the several features that would not be available and she chose to stay in the loaner u til that time. She has now showed up wanting the car. We are letting her pick it up without the final quality inspection or parts. We would like to see the project completed but at the moment we are letting her have it incomplete. 

  Customer response

  09/25/2023

  Unfortunately this issue has not been resolved. I’ve only had two accidents on the vehicle which not have been noted. The last accident was handled exceptionally by **** **** Auto. I was highly satisfied with the service. Prior to going to Kings Collision I went to two other auto body shops and had inspection at Chevy Dealership between February and early April. The Chevy dealership inspected my car for any electrical issues and I have documentation that I had no electrical issues prior to taking it to the body shop. I only a bad sensor that was damaged after being rear ended. The last three visits within the last month my car wouldn’t start. Each visit the body shop had my car running and when I turned the car and tried to restart the vehicle it wouldn’t start. Even his technicians couldn’t get the car start while I was present. I purchased a $200 battery right before taking my vehicle to the shop. ******* stated the car wouldn’t start because it’s been sitting but after replacing my brand new battery with another battery it still wouldn’t start. Now he’s trying to blame it on prior accidents. No accountability for breaking the windshield sensor cover and it dangling from the mirror. The damages placed on the estimate have not been repaired. No proof of purchase of the new battery or even the equivalent quality of said battery. My car has been compromised since they took out the steering wheel column. Now my sensors don’t work, car won’t start, and equipment hanging from the windshield. Then hounding me about a parking ticket on 9/4 which i responded immediately to pay upon proof so I can get it paid directly. And no response. Now we’re going on 6 months and the issues still haven’t been resolved.

  Business response

  09/26/2023

  The vehicle is complete and passed inspections by the dealer. The vehicle has been ready for some time. The customer has been advised to pick up her vehicle but she has a balance for unpaid parking tickets in the loaner vehicle which is the delay. The backordered part came in finally. We installed it and had the local Chevy dealer perform an inspection of repairs before making the call for her to pick up. The loaner vehicle has been placed on a repo list due to the multiple  handicap parking lot infractions in the same location. Unfortunately these expenses will not be covered by our shop as we have provided a rental car only. This second notice to BBB only came when we told the customer to return the rental and pick up her vehicle. We will not cover the $1100 in parking tickets for her. 

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