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:10/14/2024

  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.

  A SCAM COULD POSSIBLY BE ONGOING AT THIS BODY SHOP.This is regards to my ***** Accord Hybrid Sport that was declared a total loss by *********. It was involved in a hit and run in a parking lot. My car was parked while it happened. The car that hit me couldn't have been going more than 5mph.Continental Collision says there is inner rocker reinforcement is damaged when the rocker panel outside the car has indiscernible dent. Great Suspension damage has been claimed when alloy wheel rim (1st contact point) has a scrape! The alignment is off by ***** degrees and even ***** said it is nothing to worried about. I got a full body multi-point inspection done by ***** and my car passed the suspension check. Continental Collision made a repair cost for $29,133.72 (after their initial estimate of $7,644.43) and exaggerated the damage on my car. I spoke to other shops & all said it is unlikely that the estimate is ********** is next to impossible that the inner rocker reinforcement was impacted. I had gotten my car evaluated at different body shops and *****. Everyone suspected only a rocker panel damage. I don't know how there could possibly be "significant suspension damage" or "significant structural damage" with a slow-moving car. *** the images of the car. You will know yourself how I have been wronged.This shop has done this to other customers it seems:Review 1:***************************************** Review 2:***************************************** Today on going to the ************ I saw that CC had taken out the tail lamp and the bumper unnecessarily for a cosmetic door damage. There was a scratch on the bumper that did not exist before. They have completely ruined my car! The door still opens and closes properly. I am happy to provide more videos of my vehicle to prove that Continental Collision screwed me over.

  Business Response

  Date: 10/15/2024

  ****, thank you for sharing your concerns. Id like to provide some clarification regarding the decision to declare your vehicle a total loss. I understand how difficult it is to receive news of this nature, and I want to ensure that both you and the BBB have all the necessary information. First, the estimate provided by Continental Collision was based entirely on *****'s repair guidelines, but it was not our decision to declare your vehicle a total loss. That decision was made by State Farm, not Continental Collision. The State Farm field appraiser documented the damage in the photo, wrote his own estimate based on ****** guidelines, and then deemed the vehicle a total loss Attached to this response is a photo of the alignment specs, and the Fixed Operations Director of our company agreed with us on which components needed to be replaced. Also attached is a photo of the buckle on the inner rocker panel that led to the vehicle being declared a total loss. This part must be replaced, and while it may seem like a simple fix, it is not. Repairing this type of damage is an extremely invasive process. It requires removing the outer panels, pulling the dashboard, seats, wiring, and more. Additionally, the quarter panel needed to be painted as part of the repair process. To do this, the tail lamp and bumper cover must be removed to prevent tape lines during painting. We remove the parts before writing our initial estimate because plastic clips may break during the disassembly process, which must be addressed with the insurance company when they inspect the damage. We stand by State Farms assessment and the process they followed to make this decision. Given the circumstances, we will not be issuing a refund. We hope this response helps clarify the details of this situation. - ***** ******, Director of Collision Operations

  Customer Answer

  Date: 10/16/2024

  Complaint: 22413433
  
  I am rejecting this response because:

  Unless you have images of the inner rocker reinforcement damage (done using a bore scope or some other tool) I will not be accepting this explanation. I have over a dozen pictures of my car and the rocker panel that justify that dent on rocker panel was indiscernible and couldn't have damaged the inner rocker reinforcement.

  +Just as the rocker pillar and windshield and every other part of the car would be taken apart only after StateFarm's approval the taillights and bumper also SHOULD HAVE BEEN taken out later. You didn't need to damage my car further and also scratch the bumper in the process. DO NOT make excuses that it was done to show to StateFarm.

  As for the supposed suspension damage I have already provided proof that during *****'s multi-point inspection the suspension passed. If there was severe damage the alignment shouldn't have been off JUST BY ***** degrees and neither would ***** pass the suspension.

  There are multiple other reviews about Continental Collision on ****** of how you guys jack up the prices for minor accidents in order to get more money. I have already provided the review links to BBB. So unless I get a refund I will be needing to escalate the complaint to other regulatory bodies and the reviews will just support my arguement.

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

  Business Response

  Date: 10/17/2024

  Isha, I am happy to provide photos. Attached to this response is a photo of the inner rocker, which I have shared with you in the past. Circled in yellow is the lower portion of the inner rocker, which is buckled. Respectfully, a borescope is not needed to see this damage. Second, I have attached a photo showing the breakdown of structural parts. Highlighted in yellow is the damaged inner rocker. Highlighted in blue is the center pillar that overlaps the inner rocker. In order to gain access to replace the inner rocker, this part must be cut off and replaced. Highlighted in green is the outer rocker, which is also damaged. Third, I have attached a photo of ******* procedure for Ultra High Strength Steel Repair. ***** requires that any steel part over 590 MPa be replaced if damaged. The inner rocker on your vehicle is 1500 MPa Ultra High Strength Steel. Finally, I've attached a diagram of the inner rocker (referred to as a "side still stiffener" in the ***** diagram). This part is 1500 MPa, and the diagram shows how the lower portion sits below the outer panel. In the first photo I referenced, the lower portion is the part that is buckled. Continental Collision has provided all of the information to back up our findings, and we look forward to BBB's decision on this complaint. - ***** ******, Director of Collision Operations

  Customer Answer

  Date: 10/17/2024

  Complaint: 22413433
  
  I am rejecting this response because:
  

  I don't see any attachments.

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

  Business Response

  Date: 10/18/2024

  The attachments were attached to our response. I have re-attached the photos, along with a screenshot showing they were there before. Thank you.

   

  Customer Answer

  Date: 10/22/2024

  Complaint: 22413433
  
  I am rejecting this response because:

  I showed the images of my car to multiple body shops and all have said the $29K is a scam. This is also supported by other reviews where you other customers also unreasonable prices. It is also supported by the ***** multi point inspection report which signed off on my suspension.

  Continental collision had no right to remove the taillights and bumper until the cost was approved by StateFarm.

  So we can keep on doing back and forth but I will not let this complaint go. $29K for that sort of dent is THEFT.
  Regards,
  
  **** ********

  Business Response

  Date: 10/24/2024

  Isha, we understand how upsetting it can be to receive news of your vehicle being deemed a total loss. However, we stand by *********** decision, which was made based on the factual evidence provided, including *****'s repair procedures. It sounds like the other shops may not have fully reviewed these manufacturer-specific guidelines, which could explain their differing opinions. Please know that **********'s decision was not based on opinions, but on the comprehensive facts and guidelines provided by *****. We have provided you with all of the necessary proof from *****. Thank you. - ***** ******, Director of Collision Operations

  Customer Answer

  Date: 10/24/2024

  Complaint: 22413433
  
  I am rejecting this response because:
  *****,

  I have sent videos + pictures + suspension check by ***** and your report of the alignment to 6 body shops and all agree the estimate is incorrect.

  The photos that you have shared are of the rocker panel damage and no inner damage. Rocker panels are not hard to replace and do not need $29K cost. 

  And you are conveniently ignoring the part that the tail light and the bumper of my car was taken out without approval from StateFarm to pay for repairs. I don't even know if it is still my tail light in the trunk or a defective part. It is unfortunate you are justifying bad practices. 

  I do not accept any justification. My car has been handled unprofessionally. Compensation should be provided for the same.

  +++Continental Collision's charges for minor damages are exorbitant and this needs to corrected.

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

• Initial Complaint

  Date:04/12/2023

  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.

  My car was kept for entirely too long and no one had any idea where it was or what was being worked on. After pressuring the body shop through management, they seemed to be on top of things. My car was suddenly ready within the week. When it was returned to me they assured me that it had been test driven and was safe to operate. About a week later I was traveling at ***** mph when the steering wheel disconnected from the front axle. I was barely able to navigate the car to a safe location on the curb after driving through two lanes of oncoming traffic. At highway speeds I could have died. After having it towed to a mechanic I was told that the new parts replaced in my vehicle were not connected properly and road vibration caused the steering to become nonexistent. Through this ordeal another component in the steering column was damaged and needed to be replaced. Again, I could have died and had to come out of pocket to pay for the repairs.

  Business Response

  Date: 04/17/2023

  ***************, thank you for allowing me to speak with you about your experience. This feedback does not reflect the kind of services we aim to provide, and Id like to apologize for the inconveniences you experienced. As discussed, this situation has been communicated about internally and we will use this as a coaching tool for the future. I have also spoken with the shop that performed corrective repairs on your vehicle, and I will have a check sent to your home right away. If further assistance is desired at any time, please do not hesitate to contact me directly at ************************************************************************** and I will be happy to help. Thank you again for giving me the opportunity to serve you. - *************************, General Manager 

  Customer Answer

  Date: 04/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************