ComplaintsforAdvanced Auto Collision Repair Center Inc

• Initial Complaint

  01/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My 2019 Ford Mustang was repaired at the facility. Around Oct.30. They didn’t return my left over parts, punctured my convertible top, overcharged my insurance and never installed all stated parts and services. My keyless entry on the passenger side does not work, damaged the vanity cover for my trunk and the weather strip around the convertible top.

  Business response

  02/23/2022

  as discussed you had our wrong email. we have recieved your phone call and have requested customers file for time of events.

  we will reply by the end of this week or later.

   

  thank you,

   

  Business response

  03/04/2022

  Dear BBB,
  
  In reference to Mr. ****** ****** complaint.
  
  In August of 2021, a 2019 Mustang arrived at our shop with a collision claim estimated at **** ********** Vehicle had been at **** ********* for about 2 weeks as per customer. Customer decided to bring vehicle here after Casa would not start on his vehicle’s repairs. When the vehicle arrived estimator ***** Hinojos spoke with Mr. ****** in person about the vehicle damages and explained the repairs. Mr. ****** signed our repair order authorizing Advanced Auto Collision to proceed with repairs. As per customer request additional aftermarket repairs not related to the claim were requested to be performed on his vehicle. One being the replacement of aftermarket rocker moldings and Aftermarket front bumper cover. The originals are a 2 piece and one of the 2 pieces were installed to complete the kit that the customer brought.The original used bumper was picked up by customer. The customer also requested an estimate for a complete paint job. Our estimator point it out that his vehicle had sandblast damage caused by a windstorm, and he had the right to file a legitimate claim for repairs of damaged paint surface. (To be approved by insurance) Customer called in claim. Mr. ****** insurance ********** asked ***** to email pictures and write estimate for justification. Once estimate and pictures were audited by ********** Ins, they notified Mr. ****** and ***** of approved repairs for the sand blast repairs. The vehicle now had two claims and Customer asked to deviate from estimate so he can save Deductibles which was 500.00 x 2. An appearance allowance was allowed with customers approval by not replacing parts that would equal to such a credit. ***** offered Mr. ****** a change of color at no additional charge. After vehicle was refinished vehicle was then driven to ****** *** ****** where Mr. **** owner and operator installed a new set of racing stripes. After vehicle was delivered to the customer, he brought it back to us for additional overspray removal which we did. On another occasion he was concerned about some bubbles on the racing stripes. We referred him to ****** *** ******* for warranty offered by sublet vendor. Mr. ****** drove car over and was told by owner **** that the bubbles would evaporate. Mr. ****** insisted to have one area replaced which Mr. **** did out of good will. When customer arrived to pick up vehicle, he was still unhappy of other minor areas that he felt needed attention. Mr. **** once again told him they would evaporate. Months later, he called and text ***** that now he was unhappy with his aftermarket Battery going dead after he had been driving it for a long period after he picked up at our shop. These aftermarket batteries are known to the loss of charge due to the high voltage draw from an aftermarket audio system in his vehicle. The battery was ordered and paid by Advanced Auto for Mr., ****** as an act of good faith and not an acceptance of liability, (an invoice is attached). Mr. ****** picked up battery here once battery arrived.  Later Mr. ****** text ***** being unhappy with a small scratch / minor hole on his convertible top had. (pic attached) ***** asked if he would like for us to contact insurance due to it might be from flying debris during the windstorm Customer said no and would like us to pay for it. He text ***** that he would accept car repairs as is after the top was paid for by Advanced. He or us have no proof that it happened here and cannot accept such a cost. Later the customer text ***** to go ahead and contact his insurance for a supplement to replace convertible top. A few days later ********** insurance rep called us to notify us of customer contacting them and accusing us of over writing cost of paint repairs. Insurance was concerned because they were the ones that audited and accepted estimate for repairs.
  
  The customer was contacted by Insurance and notified that there was no wrongdoing.
  
  Mr. ****** has been harassing Mr. ***** Hinojos by text after hours, weekends, holidays and posting negative and harmful untruthful events. ***** Hinojos has been more than cooperative with Mr. ******. ***** has offered more than once to Mr. ****** to bring the vehicle for any concerns he has. Mr. ****** would refuse to bring his vehicle and insist on texting ***** about problems he was unhappy about. ***** would continue to offer Mr. ****** to bring the vehicle however Mr. ****** would reply over and over he does not want to and would like a check made to out to him for the convertible top. Once check is made, he would accept vehicle as is and would leave ***** alone as per Mr. ******.
  All text messages are on file for your verification.

  We are a small locally owned business and as the BBB can confirm, we have no complaints and take pride in our workmanship. Our business has operated in El Paso for more than 40yrs. We are certain that you will agree that we have exhausted our due diligence to satisfy Mr. ******. 

  
  

  Customer response

  03/14/2022

   I am rejecting this response because:
  
  I have the text messages where he agreed to repair the top, by repair he wanted me to take it a non reputable shop to patch my convertible top. 
  a top should be replaced or patched, my car is brand new, the top has been compromised and will tear with time. 
  

  he agreed the repair it, therefore admitting fault. In addition, they performed and overview of the vehicle to charge for the wind damage, the damage would have been uncovered during their inspection. I have the messages where I asked ***** when he was going to fix my convertible top, when I picked up my car I told ***** of the damage to my top. He simply disregarded me and said take the car and enjoy it, bring it back later for us to fix it. 
  

  later he wanted my insurance to pay for the top, and stated he’d make a claim for the top, when he damaged the top to begin with, why should my insurance pay. 
  

  I never contacted ***** outside of business hours either, for him to claim I was harassing him, just shows how entitled they feel. If I’m harassing him, due to the fact I am asking him to make me whole ( fix the damages caused by his shop) as my car was before him servicing my vehicle, then I guess I’m guilty of harassing him. ***** is good at victimizing himself.
  

  in his response he also did not mention the keyless entry no longer working and how he’d fix it. 

  My carbon fiber interior was damaged due to all the clear overspray from his shop along with my wheels. 
  

  as for the battery, the removed my door and left the interior lights on, then placing the AMG battery on a charger, AMG battery require a unique process to be recharged, no doubt it was damaged by leaving the lights on due to their negligence in leaving my interior lights on when the removed the door and not disconnecting the battery. I can’t believe he claims it was due to my audio system, it was installed by Custom Sound, a reputable audio installer. 
  

  he was paid for the paint job that he claims he did for free. If there was no fraud, why was I not billed properly as I had requested to reflect all services performed  I signed the invoice for a new windshield and headlight which he did not provide. Along with other various item that where not replaced. The OEM vin number placard with not replaced just for example which he charged $125 for. He stated that if I did the repairs with him, he’d wave my deductibles. What I signed for on the work orders provided was not what was performed or provided. 

  Business response

  03/18/2022

  ***** Hinojos never admitted to fault of damaging the convertible top. The conversation between ***** and Mr. ****** through text are saved. ***** offered to repair the convertible top OUT OF GOOD FAITH at a reputable upholstery shop who have been in business for many years now. That does not mean we are admitting to fault. We have been in business for 43 years now, a DRP direct repair shop for most major insurance companies which means we are partners with them, we have had the contract for the City of El Paso for many years now. We are not in the business to be causing these kind of problems with customers... period. We work hard in keeping are reputation high. ***** has tried to help Mr. ****** many times with his concerns however Mr. ****** has text ***** more than once saying "I am done taking the vehicle to you, I do not want my vehicle there anymore, I do not trust you or your shop." Every time Mr. ****** has texted ***** about a concern ***** has always offered to bring the vehicle by to address it. ***** has told Mr. ****** to just bring the vehicle by to address the concerns. Its as simple as that. We at Advanced Auto can assure the small pin size hole was not caused while the vehicle was being repaired at the shop. ***** advised Mr. ****** the small pin size hole that is on the convertible can possibly be damaged from the wind storm  Mr. ****** experienced. ***** advised Mr. ****** the ***** can contact the insurance company to advise the top can possibly be related and IF the insurance approves the top could have been replaced. Mr. ****** did not approve ***** contacting his insurance. Mr. ****** asked for a check from ***** to cover the cost of the top and will call it even as per text message. ***** advised Mr. ****** the Advanced Auto will not provide a check for the top and ***** was still willing to offer to have the pin size hole repaired in a proper way out of good faith. Later Mr. ****** texted ***** saying to go ahead and call his insurance to try to have the top covered but was not done because Mr. ****** texted ***** again about how we overcharged the insurance company. ***** advised Mr. ****** the handling adjuster that was our point of contact is an AUDITOR for **********.  ********** writes there own estimates based off of photos sent by the body shop or customer. Once the estimate is sent to customer or shop, the shop will review and if there is any damages that may be missed, needed or parts price differences the shop will email ********** for a supplement. The only way a supplement gets approved is by submitting invoices (proof of purchase), photos of additional damages etc. The auditor will reach out to shop to discuss additional amounts before approval. Over charging is absurd. ***** ADVISED Mr. ****** when vehicle was first dropped off "IF YOU DECIDE TO FILE A 2ND CLAIM FOR THE WIND DAMAGE YOU WILL HAVE 2 DEDUCTIBLES TOTAL OF $1000. ***** stated I CAN HELP WITH BOTH DEDUCTIBLES BY OFFERING AN APPEARANCE ALLOWANCE meaning if your headlight has pitting from the windstorm we can leave that light alone and use the price of the light to offer a CREDIT towards your deductible. In this case the headlamp and windshield was not replaced and was used to credit the $1000 deductible. Appearance Allowance is used all the time and IS approved by insurance companies.  Mr. ****** knew about this. If Mr. ****** wants those items replaced then he would owe his $1000 deductible to Advanced Auto. ***** out of good faith offered Mr. ****** a color change to his vehicle at free of charge when the vehicle was FIRST dropped off.  The factory color to his vehicle has a simple base coat clear coat black. ***** offered him a black called Tuxedo black which is a high metallic color and has a HUGE price difference compared to the factory black. That price difference was NOT SUPPLEMENTED TO HIS INSURANCE BECAUSE THE INSURANCE WILL NOT COVER IT. THAT COLOR CHANGE HAS NOTHING TO DO WITH THE CLAIMS. COLOR CHANGE WAS OFFERED AS A THANK YOU FOR BRINGING YOUR VEHICLE TO ADVANCED AUTO AND HAVING 2 CLAIMS WE WILL TAKE CARE OF YOU. Yes, the vehicle had minor overspray which is very normal to happen. Overspray is removable and does not cause serious damage. That was taken care of for Mr. ****** as soon as he notified *****. The battery was working fine the entire time until he picked up his vehicle and after pick up Mr. ****** texted ***** saying his battery is not working properly. ***** out of good faith ordered him the battery that was requested. Advanced Auto paid for that battery with no problems at all. Once again any concerns Mr. ****** had ***** never rejected them and offered more than once to just bring the vehicle in to take care of Mr. ****** and his vehicle. However Mr. ****** kept refusing too, was consistently texting ***** NO I WILL NOT GO BACK, he has belittled ***** and texted numerous times that the employees are careless and a bunch of un professionals. Mr. ****** was eager to just collect a check for the top. 

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