Complaints

This profile includes complaints for CollisionRight, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CollisionRight, LLC

  6767 Longshore St Ste 400 Dublin, OH 43017-2958

  
• 

  CollisionRight, LLC

  3310 Paris Ct Westerville, OH 43081-4261

  
• 

  CollisionRight, LLC

  2300 Briggs Rd Columbus, OH 43223-3218

  
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  CollisionRight, LLC

  23442 Dayton Ave Raymond, OH 43067-9701

  
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  CollisionRight, LLC

  18205 Poling Rd Marysville, OH 43040-9149

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04/3/2025 I took my car for damage in front of my vehicle. They are fraudulent. They told the insurance company more damage that wasnt involved in the accident. They try to get more money out of the insurance company instead of being honest. They wanted to total out my vehicle when it wasnt totaled. I can only imagine how many insurance companies they overcharged to get money. They will never used them again.

  

  Business Response

  Date: 04/18/2025

  The estimate detailing all the damage, along with a screenshot from ********, their insurance company, confirming the total loss status is attached. The repair estimate was over $10,000, while the vehicle's value is approximately $7,000, which is why the insurance company deemed it a total loss. Ultimately, the customer decided to cancel the claim to avoid the total loss designation.
  
   

• Initial Complaint

  Date:03/19/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  am reaching out regarding a distressing situation following my car accident on October 29. I entrusted my vehicle to Tripps collision repair shop, where it remained from that date until December 31 for repairs. During this time, I was forced to rent a car from Enterprise to manage my daily needs.When I contacted the collision shop about the increasing rental charges, ********* assured me that they would cover these costs due to ongoing issues with their business license. This promise provided me with some relief, as I believed I wouldnt have to worry about the financial burden of the rental fees.However, I was recently shocked to find a charge on my credit card from the rental company, which I received two months after the repairs were completed and after the supposed agreement that they would cover the costs. When I reached out to the collision shop, they informed me that they would only cover up to $500, a critical detail that was never communicated to me during our conversations. If I had known this sooner, I would have gladly paid the rental costs myself. Instead, I feel misled and overwhelmed, as I have no documentation indicating this limit. I called Tripps Auto collision several times to get an explanation as to why they changed the agreement, I never got an answer or call back. I went into the office to speak to ****** but ********* said he doesn't work there anymore and that the other manager was in a meeting for 2 hours. I told her that's fine. It wasn't 20mins after leaving the office. I get a call back from a regional manager basically telling me, "Yeah sorry about that. Our manager decided to only cover 500. Good luck to" The emotional strain of this situation is taking a toll on me, and I am desperate for a resolution. I firmly believe the collision shop should take responsibility for the rental fees they initially promised to cover 2 months ago. I would greatly appreciate any assistance or support in addressing this matter.

  

  Business Response

  Date: 03/21/2025

  The business stated that the customer was informed several times about the maximum contribution to the rental at $500.  

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out once again regarding the repairs to my vehicle, which remain incomplete despite this being my fourth visit to your shop. The ongoing issues with leaks and the door not functioning correctly are unacceptable and contrary to the standards of service that Maryland law requires repair shops to uphold.Under the Maryland Consumer Protection Act, repair facilities have a duty to deliver services that meet clear and consistent standards of quality. Maryland law specifically mandates that vehicles involved in accidents must be returned to their pre-accident condition. This includes ensuring that all mechanical, safety, and cosmetic aspects of the vehicle are fully restored. Given that I have already made multiple attempts to have these repairs addressed, it is evident that the work performed thus far has not met these required standards.Additionally, Maryland law recognizes that customers should not have to bear the burden of repeated, failed attempts to obtain the services they have paid for. If these issues are not resolved to my satisfaction, I may have grounds to pursue legal action to enforce compliance. Under Maryland law, your shop could also be held liable for any legal expenses, including attorneys fees and court costs, should this situation require escalation.This is now the fourth attempt to address these same issues, and I expect that this will be the final time my vehicle requires repair for these problems. Please confirm a definitive plan to correct these issues fully and restore my vehicle to its pre-accident condition as required by law.Thank you for your prompt attention to this matter. I look forward to a satisfactory resolution without the need for further inconvenience.

  

  Business Response

  Date: 11/07/2024

  
  Ms. ****** reached out to inform us that her van is leaking and she is still experiencing issues with the sliding door. This is after she had already returned once before, and we sent it to the dealer for diagnosis, where they found nothing wrong with the door. When she arrived, she mentioned that the door was still problematic and that her van was leaking oil badly. We assured her that we would re-examine the door and check the oil leak.

  
  The next day, we had a technician diagnose the issues. He found that the door was functioning normally, but the tracks were filled with rocks, food, and debris. We cleaned and power washed the tracks, added fresh grease, and the door now functions properly. Regarding the oil leak, we put the van on a lift and determined that it was leaking badly from the rear main seal between the engine and transmission, but the issue is not related to the accident. We sent the vehicle to a dealership for a second opinion at Traveler's *********** request. Today, we received the dealership's findings, which confirmed that the oil leak and door issue is not related to the accident.

  
  

  

  Business Response

  Date: 11/07/2024

  Ms. ****** informed us that her van is leaking and still has issues with the sliding door. After a previous visit and a dealer diagnosis found nothing wrong, she returned with the same complaints. We re-examined the door and oil leak. Our technician found the door tracks filled with debris, which we cleaned, and the door now functions properly. The oil leak, from the rear main seal, is unrelated to the accident.

  Customer Answer

  Date: 11/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22518829
  
  I am rejecting this response because: SDR is providing false information to avoid being sued for negligence. 
  
  Subject: Formal Complaint Against Collision Right/SDR Auto Body Repair Shop
  
  
  Dear Better Business Bureau,
  
  
  I am writing to formally file a complaint against Collision Right/SDR for their substandard and negligent auto repair services. My experience with this shop has been an absolute disaster, and their inability to address critical issues has caused me significant inconvenience and stress.
  
  
  Key Issues:
  
  
  1.Failure to Fix Issues from the Initial Claim:
  The leak in my car was part of the original claim submitted to *** and the insurance company. Despite providing clear proof that this issue was documented from day one, the leak remains unfixed.
  Before the accident, my vehicles doors worked perfectly, there was no fluid leak, the engine light was not on, and the car did not make unusual noises. All these issues were reported to *** and the insurance company after the accident, yet *** has failed to address them properly.

  
  2.Use of Damaged and Substandard Parts:
  Instead of replacing my damaged doors with new or adequate parts, SDR installed used doors, which is unacceptable.

  
  3.Poor Workmanship Leading to Safety Hazards:
  SDR installed the door and window mechanisms upside down, which is an obvious example of careless and negligent workmanship.
  This negligence directly caused an incident where my son was injured by the faulty door, creating a serious safety hazard.

  4.Additional Damage to My Vehicle During Repairs:
  During the repair process, SDR caused new damage to my bumper.
  They also removed magnets from my car without my consent, which I consider theft of personal property.
  

  5.Repeated and Inadequate Repairs:
  I have had to return my vehicle to SDR four separate times because they do not fix issues the first time. This company consistently takes shortcuts, leaving customers to deal with unresolved problems.
  

  6.Terrible Customer **********************:
  Despite providing proof to both SDR and the insurance company that the leak, engine light, and funny noises were part of the original claim, SDR has refused to address these critical issues.
  
  
  Consumer Warning:
  
  
  This shop is terrible, and I strongly advise others not to use SDR. They take shortcuts, provide subpar repairs, and fail to resolve even the most basic issues.
  
  
  Potential Violations and Legal Concerns:
  
  
  Failure to Fix Known Issues: SDRs refusal to repair the documented problems with my vehicle violates basic repair standards and may also breach consumer protection laws.
  Negligence and Safety Risks: Their poor workmanship, which led to my sons injury, constitutes negligence.
  Consumer Protection Violations: Using used parts without proper disclosure and creating additional damage during repairs may violate consumer protection laws such as the Maryland Consumer Protection Act.
  
  
  Desired Resolution:
  
  
  I expect Collision Right/SDR to:
  1.Fully repair all unresolved issues and damages caused by their poor workmanship, at no additional cost to me.
  2.Reimburse me for the inconvenience and wasted time resulting from returning my car four times.
  3.Address the safety concerns caused by their negligence to ensure no further injuries occur.

  
  
  This company has been a complete waste of time and resources, and their behavior is unacceptable for any professional repair shop. I trust the BBB will assist in holding SDR accountable and ensure they adhere to industry standards moving forward.
  
  
  Thank you for your attention to this matter.
  
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 11/13/2024

  Our general manager has been working diligently with ********************** to address all of her concerns. We even had another dealership review her concerns to get a second opinion. In response to Ms. ******** claim of a water leak, we had her vehicle tested by an Auto Leak Specialist. After a 30-minute water test, no leaks were found on either the driver's or passenger's side.
  

  

  Business Response

  Date: 11/13/2024

  Ms. ****** has raised several issues with her vehicle, and we have sought multiple second opinions to ensure nothing is overlooked. Each time, the second opinion confirmed that her concerns are not related to the accident. When Ms. ****** reported a water leak, we had the vehicle inspected by the Leak Doctors, an Auto Leak Specialist, who found no leaks. Please see the attached findings for more details.
  We have been working closely with her insurance company, and they have advised us to hold off for now as Travelers determines their next steps with this customer.
  

  Customer Answer

  Date: 11/15/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22518829
  
  I am rejecting this response because: 
  Subject: Response to Business Statement Regarding Vehicle Concerns
  
  
  To Whom It May Concern,
  
  
  Thank you for your response regarding the issues I have raised with my vehicle. While I appreciate the efforts made to seek additional opinions, I need to address significant discrepancies, violations of Maryland law, and additional concerns regarding the quality of your repairs.
  
  
  1. Persistent Vehicle Issues
  
  
  After the accident, my vehicle began leaking fluid, an issue that was not present before. Despite the inspections and repairs performed by your company, the leak remains unresolved. This ongoing problem raises serious concerns about the thoroughness of your evaluations and repairs.
  
  
  Furthermore, your shop repaired my car doors with used doors, which was not disclosed to me beforehand. Maryland law requires repair facilities to inform customers about the use of used or aftermarket parts before repairs are performed. Your failure to notify me is a violation of these transparency requirements.
  
  
  2. Injury Caused by Faulty Repairs
  
  
  Due to your companys carelessness, my son was injured by the door that your company claimed was fixed. The door began opening and closing by itself, which directly caused his injury. This is unacceptable and demonstrates a severe lapse in the quality and safety of your repairs.
  
  
  Under Maryland law, repair shops are required to perform repairs in a safe and professional manner, ensuring the vehicle meets safety standards before it is returned to the customer. The failure to fix the door properly not only violates these requirements but also endangers the safety of my family.
  
  
  3. Poor Repair Process
  
  
  It is unacceptable that I have had to bring my car back to your shop multiple times to address issues that should have been resolved correctly the first time. This reflects poorly on your repair process and suggests a lack of due diligence in ensuring repairs are thorough and safe.
  
  
  4. Violation of Maryland Laws
  
  
  Your actions appear to violate several provisions of Marylands Automotive Repair Facilities Act and consumer protection laws:
  Improper Disclosure of Parts: Repair facilities must disclose the use of used or aftermarket parts before repairs. You failed to notify me that my car doors were replaced with used parts.
  Failure to Perform Safe Repairs: Maryland law requires that all repairs be performed in a manner that ensures vehicle safety. The faulty door repair, which resulted in injury to my son, is a clear violation of this requirement.
  Consumer Rights Protections: Maryland law protects consumers against substandard repairs and requires repair facilities to address issues promptly and effectively. The repeated delays and inadequate repairs violate my rights as a customer.
  
  
  5. Disrespectful Communication
  
  
  Referring to me as this customer in your communication is unprofessional, dismissive, and disrespectful. This language suggests a lack of care or accountability, which is unacceptable. I expect to be addressed by name in all future correspondence as a matter of basic professionalism and respect.
  
  
  6. ***************** Involvement
  
  
  While I understand that you are awaiting further instructions from Travelers, this does not absolve your responsibility to ensure my vehicle is repaired properly and in compliance with Maryland law. Delaying necessary action while waiting for the insurance company shows a lack of commitment to resolving my concerns.
  
  
  7. Next Steps
  
  
  To resolve this matter fairly and appropriately, I request the following:
  A detailed explanation of all second opinions, including the names of the inspecting facilities, the tests performed, and the rationale for their conclusions.
  Immediate resolution of the fluid leak, faulty door repair, and any other outstanding issues with my vehicle.
  A formal acknowledgment of the use of used doors in my repairs and a corrective plan to address this violation of disclosure laws.
  A written explanation of how your company plans to ensure all repairs comply with Maryland consumer protection and safety laws going forward.
  Compensation for the injury caused to my son due to your companys negligence in repairing the door.
  
  
  The injury to my son, the persistent issues with my vehicle, and your lack of transparency and professionalism have left me deeply dissatisfied. If these concerns are not addressed promptly and appropriately, I will have no choice but to escalate this matter further through legal channels.
  
  
  Thank you for your attention to this matter. I expect a timely and professional resolution.
  
  
  
  
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:10/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 25, 2024 I took my vehicle to a dedicated body shop that my car insurance company guarantees work after having a car accident. I picked my truck up in March at that time the only thing I noticed was a headlight on my drivers side that was supposed to get replaced was not done. I pointed it out and was told it would be ordered. A couple of days later I noticed pins were missing from the wheel well area and the molding around my tire was hanging and paint was chipping on the opposite side of my vehicle where the bumper and the body of my truck met. I called my handler at the shop and I was told to come back to have the issues looked at . The pins were a quick fix but the paint chips required to go in the shop. The headlight that was missed was ordered 2 times both times wrong light came. While waiting for the headlight other issues occurred driver mirror and door handle had to get replaced. I had to wait for all of these pieces to come in to get work done at one time since I no longer had rental finally everything was there in July had appt in August to get work done along with paint chips on passenger side.The ****** **** agreed to fix paint chips as a courtesy. Picked vehicle up everything was done but paint issues even after I called to find out status of repair was told truck wasnt there it was off getting the complementary paint work done. Spoke to the manager **** and was told he changed his mind. Contacted my insurance company and have been going back and forth between the insurance company and body shop truck has been in the shop on two different occasions to get work done and the shop has repeatedly been dishonest and failing to take accountability. ***************** wants me to file another claim instead of the body shop being held accountable for the mishandling of my vehicle. ***************** has pictures of my vehicle at drop off with no damage and the body shop has no record of any previous damage to my truck prior to the repair

  

  Business Response

  Date: 10/29/2024

  Auto Body Evolution Catonsville did work on the left side of this vehicle through ********************* It is true that the customer returned to have the headlight and a few other issues related to the insurance claim resolved.

  The customer also brought up issues on the right-side of her vehicle, which is an area not related to the initial claim. She returned to our shop to speak with our manager. We identified that the headlight on the right side of the vehicle was not bolted in. We did not remove this headlight during our repair, but we did bolt it back in free of charge.

  The customer is not the first owner of this vehicle. Our body shop, as well as ********************* have deemed that there was previous work completed on the front right area of the vehicle, which is where the issues with the paint is occurring. Because it is not related to the original claim, it is not covered by the warranty or the claim with Traveler's. 

  

  Business Response

  Date: 10/29/2024

  Apologizes for the delay on responding. There was a breakdown in our internal process.

  Our general manager at this shop has worked with two different contacts at Traveler's about this repair. Traveler's will not approve additional work under the original claim because it is not related damage. This is not an issue with our warranty, rather an issue with the previous work on the vehicle. Because it is used, the repair could have taken place prior to her purchasing the vehicle.

  Customer Answer

  Date: 10/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22411615
  
  I am rejecting this response because: the body shop is not being honest, they damaged my truck enclosed are the pictures of the paint chip and the pictures that the insurance company took of my vehicle when I drop it off without damage .  You can see no paint chips when the car was dropped off. They are not telling my insurance company about the damage underneath that several claims adjusters said that it sounds like damage missed in my original accident. I asked them to send the adjuster out again to see the damage, but the insurance company will not because the body shop isnt telling them about it but you can see in the estimate that I provided its there.I understand the chips didnt come from my original accident but the damage underneath probably did but the paint chips are from the body shop not taking care of my truck in there care. 

  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dropped off car for an estimate of repair box dented doors through insurance. After receiving estimate did not agree on damages. Went to pick up my car and they did further damage by taking off the rocker panel they cannot get back on and refuse to replace.

  

  Business Response

  Date: 08/13/2024

  The customer brought their vehicle into our shop for an estimate to get repaired. During the estimate process we removed the rocker panel, and all of the fasteners and clips had broken off due to the accident. This was not a problem because we would order new parts once we received approval from the insurance company. We submitted the estimate to the insurance company and due to the amount of damages being over their threshold to the vehicle the insurance company deemed the vehicle a total loss. The customer was not happy with the decision that their insurance company made about the vehicle. The customer decided to cancel their claim with the insurance company and our shop. Since the customer cancelled the insurance claim, we advised that they needed to pick up their vehicle. In the same conversation we advised the customer that the rocker panel was damaged and could not get placed back on the vehicle due to the damage, clips, and fasteners without a repair. The customer understood and came to pick their vehicle. 

• Initial Complaint

  Date:05/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my car to *** after being rear ended and the insurance company requesting I use one of their referred companies. I took my car in and received my rental car from Enterprise that *** called for me. After three weeks my car was done and I picked it up.

  I had the rental and they called to have it picked up. They took the keys to the rental and said it would be fine to leave it and Enterprise would be by to pick it up. Between the time I left and Enterprise arrived a delivery truck hit the car. They did not notify me. I got a bill from Enterprise saying the car had damage. I called Enterprise and they told me that *** had said that a delivery driver delivering to their location from ******************* had hit the car and they together were trying to solve the issue.

  *** did not call me when the accident happened or after at any time, they did not get the name and number of the driver, didn't take pictures of the damage, did not call the police reporting the accident since I wasn't present. When I called *** about it they stated it wasn't my fault and they would take care of it.....after 8 months of these calls nothing was solved and the $1500 bill kept coming. I asked for an incident report and the invoice number of the delivery so that I could track down the driver myself and they said they couldn't provide me with that information.

  They said that they were not responsible and there was nothing else that they could do to help me. Now I have a bill for a hit and run that happened on their property. As a body shop did not do anything to get information about an accident which I find so surprising since they deal with damaged cars and insurance claims as a business.

  

  Business Response

  Date: 06/26/2024

  I spoke with our General Manager and he stated that the vehicle the customer is referring to was not parked on our property. The vehicle that was hit was by a delivery driver from ***'s **** ***'s *** has stated they are not assuming responsibility for the vehicle. Therefore Enterprise has sent the information to the customer. Unfortunately this is one of those cases that are not very cut and dry.

  Customer Answer

  Date: 07/02/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21734750
  
  I am rejecting this response because: 
  I have emails stating that the company knew about the accident. Was in possession of the key to return the vehicle to the rental company. They witnessed the accident and didnt record any info or call me or the police to report it. Since the company was in possession of the key they should have responded to the accident appropriately as it was parked right outside their front door. I asked if it was alright to leave it there and they said yes no problem. 
  Regards,
  
  ***************************************

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is multi-faceted.Background: ****** Autobody took possession of my 2019 Audi A8 for repair. The estimate fluctuated throughout the process. It was taken to ****** because they are the only Audi-certified repair facility in central ****. It was stated to insurance that a few components were "restricted" only to certified shops and they worked through this process together. I am aware that ******/Collision Right must follow the steps outlined by Audi for the repair process of the vehicle.In regard to issues with the facility:1. The vehicle was brought in for an initial estimate which obviously included the teardown of the vehicle to inspect damages. Approval had not been given for the requested supplements from insurance and I did not verbally consent to begin repairs on the vehicle. Throughout the entire process of trying to facilitate the repair ***************** repeatedly and deceptively asked me to move forward with repairs, leaving me on the hook for $7k in unapproved repairs. I was smarter than this and never agreed. This is dishonest and all over recent reviews for the shop.2. The repair was rejected by insurance. *** did nearly nothing to work with insurance to come to an agreement. Maybe this is business policy, either way, my car was essentially hostage to certified repairs. During this process, the facility/*** had my non-approved bumper cut in half and returned to me like this. Additionally, a "restricted" metal fender bracket that had no damage in estimate photos "somehow" became bent to unusable. Additionally, single-use trim in undamaged areas was removed for an unapproved repair as well as additional plastics broken that were not part of the accident, however, I understand the plastics may have been unavoidable in disassembly. 3. Most concerning, *** called the only other repair facility in **** owned by Collision Right and told them not to take my vehicle because it was a "headache". Isolating my repair to ******.

  

  Business Response

  Date: 06/26/2024

  I spoke with our General Manager and he has notified us that we have gone above and beyond to complete the complete repairs for this customer. The customer wanted to have his vehicle ************************ with an Audi certified bodyshop. Since there are only two within the State of **** he was not happy about that information. All the fees that we charged were valid fees. 

  Customer Answer

  Date: 07/03/2024

  This response is not sufficient. They took over a month to respond. The respondant failed to address 1) destroyed bumper 2) manager personally calling the other shop to tell them not to take the repair 3) additional damages the shop incurred to the vehicle 4) managers forceful push to accept charges that were not covered by insurance. 

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle to be repaired at Rife's. Side note: over the years I have taken several of my vehicles there for body work repair without incident. However, with this particular occurrence I questioned (via email) why more work was being done to my vehicle than requested and stated that this appeared to be insurance fraud related... ( I have all of the email communications between myself, ****** ***** and later on *** *******.) After retrieving my vehicle after the completion of the repair I noticed after having it for a week or so that there was a real loud noise coming from beneath my vehicle, and I emailed ****** ***** and *** ******* about it. *** ******* suggested that I bring the car back in for him to inspect it, etc.. (again, I have all of the email communications). After meeting with him, he claimed that I had an accident after picking up the vehicle and that is the reason for the damaged engine covers beneath my vehicle. Bottom line, I was not involved in any accident et al after picking up my vehicle and contend that they replaced the original engine shields that were on my vehicle with 3 damaged parts due to my accusing them of committing insurance fraud. (again, I have all of the emails, pictures, etc..) I would like for Rife's Auto Body to cover the cost for these parts to be replaced, which comes to approximately $500.00.

  

  Business Response

  Date: 04/25/2024

  This customer has filed a complaint to the Ohio Attorney Genral office as well. I have attached his complaint to the file. I will also copy our response to the Ohio Attorney General below, which will also serve as a response to this complaint

   

  I hope this finds you well. I am in receipt of the attached complaint and please let this serve as our response. I had the General Manager of Rife’s Autobody in Westerville, *** *******, review the complaint and provide the relevant information. After conducting a review of the facts and speaking to the appropriate individuals, it is our position that the damage Mr. ***** claims occurred because of work performed by Rife’s is not accurate and we would deny the claims in the Complaint.
  
  Please see the attached photos on the Original Supplement Photos at teardown on 1.30.24 with no damages to the Front Splash shields still under the vehicle.  Mr. *****’ vehicle was delivered to him on 2.13.24.  Records show that he subsequently called on 2.27.24 claiming that he was driving the vehicle and heard what sounds like rubbing underneath the vehicle.  Mr. ***** came back to Rife’s later that day, and an inspection was performed on the vehicle as a customer goodwill.  Attached for your review are inspection photos from 2.27.24.   
  
  The following below was found at the time of inspection:
  Three of the lower splash shields were found to be damaged and pulled away from their mount points.
  The identified damage was not present during process of repair in photos from Shop Supplement process on 1.30.24.
  There was no need by Rife’s to remove the splash shield, nor were they removed, as part of the paint and repair processes.
  Upon removal of the under shields during the 2.27.24 inspection, it was discovered that the Lower Tie bar of core support was damaged which indicates that the vehicle had been bottomed at some point.
  Damages present on the subsequent inspection now would not have allowed reinstallation of adjacent Front Bumper/Lower valance panels. Meaning, if the damage would have been present during the initial repair, the vehicle would not have been able to be reassembled properly in accordance with applicable repair process and standards. 
  The subsequent inspection also revealed that treaded rivet inserts and fasteners were torn out and missing.  If these would have been missing during the initial repair, that damage would have been previously inspected/installed using these mount point at time reassembly. Had these been damaged at the initial repair, Mr. ***** would not have been able to drive home with the damages present on return inspection visit.
  The undercarriage damages present at the subsequent inspection would also not have been missed damages due to the impact to a yellow pole on the driver’s side front fender.  
  
  In summary, the only logical explanation is that the damage claimed by Mr. ***** occurred after the vehicle was delivered to him on 2.13.24 and was not a result of any repair process done by Rife’s. Therefore, we deny responsibility.. 

  Customer Answer

  Date: 04/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21562449
  
  I am rejecting this response because:    Rife Auto Body placed damaged parts on my vehicle after I accused their staff person's (*** ******* and Connor Turk) of committing insurance fraud on my car repair claim as retaliation against me.   Please see the below dialogue with the Ohio Attorney's General's office.   

   

  From: ******* ***** <*********************>
  Sent: Thursday, April 11, 2024 12:14 PM
  To: ***** ***** <***********************>
  Subject: Re: 1050180 Rife's Autobody
  
  Thank you, Ms., ***** for your work regarding this matter.   Simply put, *** ******* is lying due to my accusing him and his subordinate with fraud on my claim and as a result, they placed these damaged parts on my vehicle.   I will take this matter up with the BBB and then file a small claims suit against them.   The sad part about all of this is the fact that over the past 20 + years I have always taken my vehicles to Rife's for bodywork and it's very unfortunately that they would do this to a repeat customer.
  
  
  Again, thank you for your efforts regarding this matter.
  
  
  Best,
  
  ******* *****
  
  

  
  To:***** *****
  Thu 4/11/2024 8:32 PM
  
  Ms. *****,
  
  On second thought please reach back to Rife's legal counsel and let him know that I have proof their employees ****** Turk and *** ******* committed insurance fraud on my car repair against my insurance company and when I called them out on it via email, they attempted to include me on their efforts by offering to write me a check for repairs items that should have never been billed to my insurance company for repair.   When I didn't accept their offer they had their mechanic to place very old and damaged engine shields on my vehicle as pay back.   Let him know that if this matter is resolved I will be taking them to court to expose *** ******* and ****** Turks.
  
  
  Thanks, and advise,
  
  
  ******* 

• Initial Complaint

  Date:04/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This issue - problem is the fact that I am now having to act as their parts department in an effort to obtain parts from Ford Motor company in an effort to complete the repair on my business truck. The original communication "should be a week" we are well beyond that point. I am now having to rent a truck for my business, which not planned to have to do so! the added cost is causing a loss to my business.

  

  Business Response

  Date: 04/25/2024

  The parts for this customer were on backordered for a few weeks. We searched available avenues to get the parts sooner than the backorder dates. When the customer came into the store we advised him of this information, then began to get upset and asked for the parts numbers to call himself. We also offered the customer a loan vehicle during this time. He declined the loan vehicle because we only insure the vehicle in the state of MIchigan.

  Customer Answer

  Date: 05/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:04/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our vehicle was taken to ******* collision on 26th street in **** **. They gave us an initial estimated repair date of Jan 2024. In March 2024 we were told they could not get a factory bumper for the vehicle and that we would contact our insurance company to get approval for an after market bumper because they could not get the factory bumper and could not locate one. We did that and ******** was contacted by USAA. USAA told ******** that they would not pay for the parts that were already open and could not be returned, parts specific to the factory bumper. ******** then told me that they would not put an aftermarket bumper on the truck because they had already opened the parts and threw away the packaging, and now they could not be retuned. They are in essence holding our truck hostage because they screwed up and opened parts and threw away packaging and now they cannot be returned for reimbursement. We are getting told “oh well” we cannot locate a bumper and there is no end in sight so your truck will just sit here.

  

  Business Response

  Date: 04/09/2024

  This customer is aware that the part this was on back order. We offered to give the vehicle back until the one bumper part became available, but they refused to drive it without the missing part. We have been in communication with this customer very often. Unfortunately the timeline was pushed back due to the part.