ComplaintsforBelton Collision Center & Towing

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When I visited Auto Zone and was describing my car dilemma and ordering the parts, ****, an Auto Zone employee stated that he knew of a Belton Collision Center employee who can complete the repairs and that they had reasonable pricing. **** called ******, and I was advised that he could replace the serpentine belt, the water pump, and replace the front and back breaks. On or about June 21, 2024, I left the car and repair parts at Belton Collision Center - ****** checked the car, we agreed upon a price of $1350.00. After I picked up the car, I noticed that the replace break light was still on. I called/texted ******, and he stated that he would reset the break sensor on June 27th. He didnt show up and another employee could not find the device. I left the shop and within a few miles, my brakes locked. I drove back to the collision center, and *******, one of the employees informed me that a bolt came loose or a bolt wasnt put back on my brakes, which caused the brakes to lock and damage my tire. He apologized for ******, and he tried to find a bolt. However, he could not find the exact bolt, so I left the car and asked that they ensure all bolts were installed properly, as well as replace my damaged tire. Since this incident, ****** stated that he would ensure the brakes were fixed, as well as replace my tire. However, he stopped answering his phone or taking text. So, I called the collision center, and I was informed by ****** that the company would ensure my brakes were fixed properly, as well as they would replace my tire - she said that they had fired ******, and the company would accept the lost; order a tire; replace my tire and put my spare tire back in the trunk. I called today, July 16, and she didnt answer - her boss ***** answered and stated she would call back. She hasnt called, so I feel reasonable assured that Belton Collision Center is not taking responsibility for their employee, ******, or backing the conversation I had with ******.

  

  Business response

  07/22/2024

  **** came in with his parts for his *** for ****** to do a side job.  We are a Collision Center.  We do not do brakes or any of the other work he needed.  When he came in with the parts I asked him if this was with ****** and was it a side job.  He said yes.  I have this on video.  I do not know how to upload it here, I have tried.  I have no problem sending it to you via email.  Please let me know how I do this.  This after hours side jobs that ****** did had nothing to do with Belton Collision. NO REPAIR AUTHORIZATION WAS SIGNED.  One is signed on every job we do.  When he came in and had an issue, ******* took it upon himself to do this man a favor. When **** called me I told him that we were sorry that this happened and I tried to reach ******.  ****** told me he called **** and that he ordered a new tire from McGuires Tire.  I called my boss, *****, and he said that we needed to let ****** deal with this as we had nothing to do with it.  When **** inquired again about the tire and the work done I reached out to ****** again, who had since been let go and could not get a response from him.  He told another employee that he replaced the tire.  I called ******** and they said he did not.  So I ordered a tire and was willing to pay for it.  Then I came in to the office and **** had left a phone message with other "demands" that he wanted to discuss and that was when ***** and I talked and decided that we were not going to do anything.  We thought the tire was being kind enough and felt the message that was left was that no matter what we did, **** would not be happy.  I also reminded **** that we were not responsible as this was done after hours as a side job. He stated he did not know it was a side job.  The video clearly shows that he is lying.  There will be no more side jobs done by any employee at Belton Collision.

  Customer response

  07/22/2024

  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. I do not content that I fully understood that it was a side job. However, Im satisfied that Belton Collision did try to rectify the situation. Although Im not fully satisfied, Ill capitulate based on their genuine desire to help, as well as, their candid approach to resolution and customer oriented service. 
  
  
  
  Regards,
  
  ***********************

• Initial Complaint

  09/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This business worked on my car 8 months ago and refuses to provide any documentation about cost estimates, line items, invoices, etc. I require a breakdown for my own taxes and insurance and have visited and called dozens of times. I paid in three installments and was constantly told I would get an overall breakdown at completion but was only provided receipts for my own payments, one of which the lady at the desk recreated for me on site because she had forgotten to make a receipt at the time of phone payment several weeks prior. Ive spoken to the owner, mechanics, office workers, they will not provide me the labor costs or any sort of itemized breakdown for my records or insurance reimbursement. I believe they do no paperwork on their end and expect you to forget. At the time of work my husband and I were traveling out of state for the military so unfortunately too much trust in them as they continued to increase the cost and still 8 months later cannot provide records other than payment received and one receipt for a part ordered.

  

  Business response

  09/14/2023

  This customer came in and we did an estimate on this vehicle they explained they did not want to go by the estimate that they only wanted to repair a few things those things were noted and the customer agreed on the repair and the price and the repair was complete the payment was made and vehicle was picked up. I did explain i could not provide the original estimate because we did not do the repair based on the original estimate but only repaired the few things they could afford to repair i could provide a brief summary of the repair that was agreed on and any invoices for parts replaced. I have supplied her and her husband with copies of invoices and copies of receipts. 

  Customer response

  09/14/2023

  Complaint: 20596951
  
  I am rejecting this response because:

  All I desire is an invoice of the work done, line by line of what was repaired and what the costs were. I am in no way asking for money back I simply want an invoice of what we paid and where the money went in regards to parts, **********. Any reputable business would have and provide this document upon request.

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

  

  Business response

  09/14/2023

  I have no problem with giving you what we have which is brief description of what was repaired and the invoices for any parts that were replaced. This repair was done for a set price agreed on by you so their is no itemized list i can give you i can provide you with what i have which is a description of what work was done and the invoices for any parts that were replaced.

  Customer response

  09/14/2023

  Complaint: 20596951
  
  I am rejecting this response because:

  As long as your invoice, line by line, matches what I paid that will suffice. Legally that is a valid request as a customer and should be available. If thats what you are offering we would accept it and I dont know why it took this much to come to a conclusion. I need a total invoice of line items adding up to what I paid and what you charged.

  Even if we declined repairs in part, you should have an invoice that totals what you completed versus what we paid and they should match. For your own tax records, legality, and for your customers that is not an uncommon or abnormal request. You have only provided us with receipts of our own payments equaling over 3k and one part equaling $500 after a dozen visits and calls. 
  

  Regardless of insurance, services declined, etc, you should have a total line item receipt of what you charged us for in totality.

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

  

  Business response

  12/08/2023

  Hi

  I do apologize for the delay in responding we did have the whole system crash and have been trying to recover everything that was within the other system, I am going to send the estimate I show for *********************** I do know that they did not end up going by this estimate because it was more then what the customer could afford at the time so ***** did agree to do it for a set price. I did give Mrs *** a copy of the receipts and the invoices for parts when she did come by the office I hope this is what she was needing .

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in a car accident. I took my vehicle here to be fixed. Got it back on Feb 21 They billed my insurance for a new bumper but it was not put on the vehicle. In addition when they attached the rear bumper spoiler they placed screws in locations where there were none previously, this created new stress points the car did not have before. I want the business to pay to have the repair done at another location since I do not trust them to do it.

  

  Business response

  04/25/2023

  When speaking to the customer I explained that the insurance company paid to repair the spoiler on his vehicle the bumper was replaced but the spoiler was a repair if he was not happy with the work done we would have no problem with him bringing it back and we can supplement a replacement for the spoiler instead of repair but he would have to drop the vehicle off to do so . I have given this customer 2 different contact numbers to get ahold of me to schedule him in and he has not contacted either number. We will fix any problem he has with the repair but we have to have the vehicle here to do that and he is welcome to bring it back any time.

  Customer response

  04/25/2023

  Complaint: 19894688
  
  I am rejecting this response because: ********************* paid to REPLACE the bumper and it was not replaced. I do not trust the business to replace the bumper.
  
  Regards,
  
  ***************************************

  

  Business response

  04/26/2023

  I am not sure what else i can say to this customer to make him happy i have already explained that we have no issue with fixing what ever he is not happy with if he is not happy with the replacement bumper then we will reach out to our vendor and let them know that the customer is not happy with the bumper and they will send a replacement all we need is to have the vehicle here so we can fix what ever he is unhappy with , Mr.  Pullease  has made no attempt to let us correct the problem, he came to the office and we spoke for a while about insurance and before he left he said he would let me know what he wanted us to do to correct whatever he is unhappy about I gave him two different numbers to contact me and have not heard anything from him till now.

  Customer response

  05/01/2023

  Complaint: ********
  
  I will contact the merchant to attempt to resolve this. I had a family emergency, sorry for the delay.
  
  ***************************************

• Initial Complaint

  02/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So I got my car towed to this location when I first in a car accident in the beginning of July 2022. I wasnt able to get an invoice about what was actually wrong with the car till September 17th. The mechanic gave me a quote of half of what the actual price was and he also was extremely hard to get ahold of. I have to email him and call so many different times just to get ahold of him and check on my car. I later tried to get my car out of storage and the mechanic insisted that the bank would be collecting my car when I told him they werent he told me he would email me how much Id have to pay to get it out of storage and he never did. A few month later February 2023 I went to the location to check on my car and he told me that they sold it and sent me a letter in the mail, but I never got a letter in the mail. I asked him to show me proof he mailed it to me and he told me he wasnt going to look through all of that paperwork and that they sold my car and he said so sad to bad . He was so rude on the phone and unprofessional. He couldnt even prove to me that he mailed me letter I never received a letter in the mail. *** tried reaching out him multiple Times and they never answer

  

  Business response

  02/19/2023

  We consider any vehicle left with no response from anyone abandoned, ****************** states she lives only a few blocks from our facility but she left the vehicle 5 months with no response after she was given an estimate.  We are open m-f  8 to 5 pm at any point if unable to get anybody on the phone like she states she could have stopped by the shop and spoke with someone.  

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was picked up by this body shop at the end of January/early February and has not been returned to me. In the middle of April, the owner of the shop cashed the insurance check for the repairs he had done to the vehicle. This check was a two party check which I had not signed and had no knowledge that he was going to cash. When I asked how he cashed the check if it was also in my name he said that a paper had been signed stating he was allowed to cash the check. I have asked the owner to produce this piece of paper numerous times. His response to these requests was "why do you need it?" He has not yet provided me with a copy of this paperwork, so I called my insurance company and they called the shop owner asking him for a copy and he failed to provide one. Each week he assures me the vehicle is in clean up and almost ready to be pucked up and then later in the week he tells me that a new problem has occurred and he cannot have the car back to me yet. Currently, the vehicle is in a dealership shop waiting on an insurance adjuster to assess the vehicle's need for further repairs and the shop owner has stopped returning or answering phone calls.

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