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:08/01/2022

  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.

  I got into a motor vehicle accident. They did the body work on my vehicle over a month ago. When I went to pick up my vehicle I noticed the panels were misaligned. I've been dealing with Cody (the owner). I brought my vehicle back to get the issues resolved. I then noticed my turn signal lights are still not properly aligned. I called over the phone and had 3 people yelling and screaming at me about how there's nothing more they can do. Misty Fleming (the receptionist) yelled at me and called me "childish". Then they hung up the phone on me. I drove to the location to show them pictures of a similar vehicle and how my lights should be pushed in the exact same way. These people told me to leave and threatened to call the police on me. Misty Fleming was on the phone with the police department describing what I was wearing, my hair color/style,my age, and my skin color. I was being treated like I commited a crime for not being satisfied with their collision work. I did not use any vulgar language, I did not threaten to do any bodily harm to anyone, I did not damage any property, I did not invade anyones personal space, I did not have any weapons on me. To be a person of color in a room full of white people who pretend to be scared is ridiculous. I felt bullied and attacked by 3 people and I was by myself. The anxiety I felt hearing her on the phone with the police was unbearable. Craig came out of his office and spoke to me with professionalism and care. Explained what I should do with the insurance company and treated me like a human being. I literally shed a few tears because I couldn't believe I was being treated like an animal or vicious criminal. My overall experience was terrible and being a black woman in the south and having the police called. Knowing how often we get shot and killed everyday by them is heartbreaking. I will never deal with these people again. They should be ashamed and embarrassed. I paid my deductible and ***** paid for the body work.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 16, 2022/08/22) */ Good afternoon, we would be more than happy to explain the interaction with Ms. ***** during her repair. she initially came in and Cody went outside to look over the damages with her. he explained to her that we were scheduling three and a half weeks out. however, if she came in and asked for him, he could get her in immediately. she dropped her vehicle off and then stated, the engine was now having problems, the transmission was now having problems, the brakes are going out, and there is damage on the vehicle opposite of the side involved in the accident. Cody explained to her he would inform ***** however it is ultimately their decision on what they cover. ***** ended up denying the majority of her claims as they were not related to the accident. when the vehicle was complete, we called her and let her know. she wanted us to take the vehicle to Jeep to have them diagnose her concerns. they were unable to relate anything to the accident except a four-wheel alignment. Ms. ***** picked the vehicle up from jeep and called holy city collision screaming and complaining about how they didn't fix anything and blaming it on our receptionist for jeep not being able to relate the damaged to the accident. we explained to her that SHE (Ms. *****) was the one who scheduled the appointment with Jeep and expressed her concerns. all we did was drop the vehicle off for her. she then came into the shop with a "mechanic" who said we put a used lower control arm on her vehicle, and he could hear that the tie rod was bad because he could hear it while he was on the phone with her. we explained we did not put a used control arm on her car in fact we didn't do any suspension work at all. she started yelling and creating a scene in front of other customers to the point where her "mechanic" had to ask her to calm down several times. she proceeded to CarMax and yell at the manager there and put me us on speaker phone with him. for what purpose were not sure. then came back to the shop with concern about the gaps. we told her we would get the gaps as best we can. even paid for some O.E.M. parts that ***** "her insurance company" had selected as aftermarket. the vehicle was in very rough shape and had been involved in accidents several times in the past and had pre-existing damage on the inner apron and the door appears to have been replaced. she came to the shop again and we took the bumper back apart to see if anything was incorrect. everything was installed correctly however because of the pre-existing damage that we did not get paid for because it was part of another previous accident the gaps are off by 1mm. she left with the vehicle and then went back to jeep to talk to the managers there and again call us and put us on speaker phone with them. we tried our best to explain to her that without ***** approving the damage her gap would be off by 1 millimeter. she talked to a ***** manager for an hour, and he still denied it. then she called in to the shop yelling at the receptionist and wouldn't let anyone talk. later on, she came storming into the shop yelling and had her phone out trying to take pictures or video. when we saw this, we knew she was only there to cause trouble and make another scene. we asked her to leave several times after she refused, we informed at this point you are trespassing and we will call the authorities to escort her out if she didn't leave. Craig came out and was able to calm her down and get her to leave. the police did show up, but we told them to just be on standby as the situation was de-escalated and didn't want her to get out of control again. holy city collision would love to fix any and all damages, but someone has to pay for the repairs. if the insurance company denied the claims the issue would be between the insured and the insurance company. the collision center is just here to repair the vehicles correctly and safely and get people back on the road. Consumer Response /* (3000, 18, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business response is not accurate and false details.