ComplaintsforGilbert's Collision Center

• Initial Complaint

  03/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They vandalized the truck when all that had to be done was paint a door. Radio was taken out. Dash was taken out. Broke radio face plate. Dash plate not in correctly. Damage to carbon fiber wrap on hood. Scratched rocket arm that was just painted. Scratched whole truck. Damage on front fender. One simple job ruined whole truck body

  Business response

  03/27/2023

  From Aaron P***** (General Manager): The customer brought his vehicle in for an estimate on Sept 2nd 2022 upset that his sister and brother in law’s dog had scratched his door when it jumped up on the truck. We presented the estimate to him and explained prior to any work being scheduled we would need a authorization to repair signed. Customer called to schedule vehicle on November 1st 2022 and signed the work authorization. Customer vehicle was repaired for a scratch on the drivers door only. When the customer dropped the vehicle off on November 2nd, 2022  he asked what the charge would be for us to remove all the bodyside moldings on his vehicle. We agreed to remove them at no cost to him as a courtesy. After the customer picked up his vehicle on November 16th, 2022 he called on November 18th and claimed we damaged the Carbon Fiber sticker on the hood, buffed the top of the left fender causing the oxidation, broke his radio face plate, scratches on the front bumper, and scratched the inside door jamb. I contacted Mr ***** and advised I would have to review all the photos and watch the video of the time his vehicle was here. I did explain to him that it would take me at least two weeks to review all video and photos.  I reviewed all video from the time the vehicle arrived until it left the facility. At no time did we work on the top of the fender or buff anywhere near the hood as he claims we did. I contacted Mr ***** on December 1st 2022 and offered to let Mr ***** view the video as well. I reviewed the intake photos from when the vehicle arrived and all damage except the radio faceplate where there prior to the vehicle being worked on. All photos are time stamped. I did advised him that there could be a very slight possibility that the face plate could only have been damaged in the clean up process and in good faith, we would replace it.
  
  I ordered Mr ***** a new face plate and set him up an appointment to reinstall the face plate three times. When Mr ***** arrived to install his face plate I showed him that whomever installed his radio had installed it incorrectly by not centering the radio and cutting the line up dowels on the old faceplate and gluing it in place. I informed Mr ***** the only way I could install the face plate was to cut the line up dowels off as the previous installer did and glue it in place. I advised him there was no guarantee the face plate would stay as it was not installed correctly. He agreed and I proceeded with the new face plate. I offered to show Mr ***** the videos and intake photos of when the vehicle arrived he declined. I advised him all we worked on was the drivers door and did not buff the drivers fender or hood, as we had to reason to be anywhere in that area.

  Mr *****’s sister contacted Advanced Collision and spoke with Curt S********* (Owner and CEO) and myself via three way conference call about her concerns which are the same as Mr *****’s. I explained to her the same processes and offered the same information to her as it pertains to the concerns. She advised that she is the owner of the vehicle and she has power of attorney over her brother and we were to deal with her. She demanded that we take care of all issues or she will file a complaint with the BBB and take us to court. She advised she had photos prior to the vehicle arriving with us and the damage was not there.
  
  Curt and I advised her she should had advised us that she was the owner of the vehicle, and she had power of attorney prior to the vehicle being repaired as she would had have to be the individual to sign the authorization to repair. She would have to present us with the documentation of the power of attorney dated prior to September 2nd 2022, copy of the title with her name on it prior to Sept 2nd 2022, and provide the time stamped photos for us to move forward with the claims.
  
  As of March 27th, 2023 she has only provided one photo which was not time stamped and no other documentation. We value our customers, and we go above and beyond to warranty our work.We are not in the business of damaging a customers vehicle, we care for our customers and our reputation will stand as proof. We feel our documentation and our time stamped photos prior to repairs and after repairs prove this. Thank you.

   

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