Complaints

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:06/21/2022

  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.

  Policy number: ***** ********** Claim number: ****************-** In September 2021 my car was hit while parked. It was towed to All-Rite Collision. ***** paid the repair shop $16,391.33. Unfortunately the shop repaired items they were paid to replace, and did not complete all contracted repairs. In June my front bumper started falling off and the splash guard on the undercarriage broke. Under the front bumper there are visible wood screws drilled directly into the fender. I am a travel nurse currently on assignment in Oregon. A shop at my current location (**** *** Auto Body in Portland OR) investigated the damage with a ***** adjuster and his supervisor present. This is as written by the adjustor: "There is a lot of stuff that the PA shop was paid to do by *****, which it doesn't appear that they did. There were also a few "missed" items (items we found were not on the estimate/supplements that should have been. I have attached a copy of this and you and the shop can decide what you want to have done or not have done (these items are the under cover, the airtake upper cover, the right side support, and the right rear door edge guard). As far as the items that we noticed that the shop did not do that they were paid to do, it appears that much of the radiator support was either repaired, when we paid to replace, and some of it not refinished when it should have been; the supports to the bumper were improperly screwed on (with the wrong screws and directly into the fenders), and it appears the quarter panel was repaired rather than replaced, and there wasn't any blends into the right front door." All-Rite Collision stated that they are not responsible for the damage. No one else has worked on the car. All-Rite stated I can bring my car back to them for a free repair, but they will not pay for a repair elsewhere as I am out of state. I have also filed a complaint with the NY State insurance board against *****. The repairs and rental will cost about $3000.

  Business Response

  Date: 07/13/2022

  7/13/2022 
  
  Please be advised that after receiving and reviewing the complaint notice received on Friday July 8, 2022 from the BBB, we have thoroughly reviewed this matter. On September 9, 2021, ***** was involved in an Auto Accident. Her vehicle was inspected by ***** at our facility and repaired with us. Several months later, we were contacted by ***** explaining that her bumper was not placed correctly. ***** proceeded to send us photos of a bumper scraped at the bottom being held up by silver duct tape. She was then asked to bring the vehicle into our facility so we could inspect and visually see the bumper/damage she was referring too. Customer stated that was not possible because she was located in another state for work. She took her vehicle to another repair facility and she stated that they inspected the vehicle and found issues with screws in her bumper. 
  After further reviewing her file, we determined that her bumper was completely replaced with us, comparing the photos sent, it looked as if the customer hit the bumper again/ or someone driving her vehicle was in some sort of incident. Our office manager reached out to ***** to discuss this matter. He explained to her that the bumper was replaced at our facility and customer left satisfied after reviewing her repairs. The only way to be certain of anything would be for us to inspect the vehicle. The customer never reached back out to our office. 
  Next, we received an email from ***** asking for photos of said vehicle. Photos clearly showed the bumper was in no way possible to screw in or repair from the accident, it needed to be replaced completely upon our facility receiving the vehicle from the accident. 
  When we received this notice from the BBB, there was multiple pieces of information attached from ***** and *****- which was our first time ever seeing this correspondence that was being done. I will now proceed to answer to that correspondence: 
  Page 1, Complaint to BBB- which I have answered above in paragraph(s) 1 and 2. 
  Page 2- Email between ***** and *****: We do not know who **** is at ******* Auto Body, nor do we know which facility this is. Nor did we have anyone call us from this facility to discuss findings or concerns. Everything listed in this paragraph is FALSE. We have *****s file, from date of accident until October 22, 2022 marked, accurate notes and receipts on every repair/replace/ part bought and put on her vehicle etc. This was the first time was received any of this correspondence attached to the BBB complaint. ***** is stating she needs
  $3000.00 or more in the complaint for additional repairs that need to be done "again"- a rental vehicle- as ***** is stating a "few more" things could have been replaced that were "missed" during the accident repair, which is very common, their figure came to $773.40. Huge difference here and nothing is clear. Again, first time we were seeing this correspondence. 
  Our repairs are lifetime warranty, which should speak for itself. We do not need to be a "***** guarantee shop", to warranty our repairs. The customer was given a lifetime warranty for all repairs and has never been turned away, nor ignored during any of this matter. The warranty still stands, but we all must take into consideration now that the photos she provided to our facility does not match the damage being reported by the other facility, who has now took apart the vehicle and touched it. 
  At this time, we are open to inspecting/fixing anything that "All-Rite" needs to take responsibility for, which was offered to the customer from the first interaction. But we cannot take responsibility for another repair facility, what they touched, their findings with no proof and we will not re-fix things that they took apart. 
  Also, ***** has not reached out to us about this matter, only once for photos from her accident, which they already have in house from their appraiser. 
  If there is anything else needed from our facility, please reach out. 
  Thank you for giving us the opportunity to submit an explanation after careful review of all the details involved. 
  Tracy A****** 
  Management
  

  Customer Answer

  Date: 07/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: All-Rite Collision is denying putting wood screws in my fender. The car was inspected by two ***** representatives and they stated that A) wood screws were drilled into the fender B) based on their inspection, All-Rite Collision repaired things they were paid to replace. That is *****'s professional assessment, not my opinion. No one else had worked on the car at the time of inspection. Please see original attachments for the ***** adjuster's assessment of these repairs. Regarding the price, ***** only paid for parts that were supposed to be replaced on the initial workup. I personally paid for labor and a rental. Receipts were enclosed in the initial assessment. I do not accept that All -Rite Collision repaired the car appropriately. Several experts at this point examined the car and concluded that All-Rite Collision did not replace the parts they were paid to replace and fraudulently documented their process. I have sought legal assistance on this matter.
  
  Regards,
  
  ***** **********