ComplaintsforGroves Auto Body Shop, LLC

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/20/23, another driver ran a red light which resulted in an accident with my vehicle and hers. I had my 2022 ****** Highlander towed from the scene, which was then transported to Groves Auto Body on 2/21/23, since the accident occurred after business hours. In the 8 weeks since, I have been told that my vehicle would be complete next week just about every week. Last Wednesday, 4/12/23 I was told by ******** that all the parts for my vehicle were painted and my car needed to be assembled, have the ** unit charged, and the vehicle calibrated but that my vehicle should be ready by end of day Friday. Then on Friday 4/14/23, ** told that the last part had just come in and it still needed to be painted, assembled, have the ** charged, and vehicle calibrated but should be complete by Monday. Today 4/17/23, ** told they are still waiting on a part but that the ** has been charged, they just need to assemble and calibrate. Throughout the duration of this repair, I have called weekly for progress checks because I otherwise would hear nothing about the status of my vehicle. Many times during these weeks Ive been told they would call me on x day of the week, and never once have I received a call when promised. I still have not received my vehicle and am very concerned of the integrity of this business after stories keep changing each time I speak with a staff member. I requested a phone call from the business owner during my call on 4/14/23 and have yet to hear from him. Majority of the payments are from State Farm, $2,997.83 was paid directly to Groves Auto Body from State Farm, and $5,401.77 is in my possession from State Farm to be paid to the body shop at time of pick up, in addition to my $500 deductible, which State Farm subtracted from the estimate total. I am uncomfortable with paying these amounts if my vehicle is ever completed because of the unprofessionalism of this business, and even moreso worried that I will not get my vehicle returned to me.

  

  Business response

  05/02/2023

  It is with Extreme Distress that I am writing this response. Some of the complaint is true and some is presented without full knowledge of the repair process. ************** has a legitimate concern about the way (or lack thereof) she was communicated with. I have expressed my apologies to her and also conducted remedial training regarding Communication to a Customer. I teach my employees to KNOW BEFORE they SPEAK: In this case it did not happen. The shop was given an expectation from a Vendor and the vendor did not deliver what was promised, when it was promised. ******** communicated the Best-Case Scenario - Not the Worst or even Average Case Scenario. The vehicle is a 2022 ****** and numerous parts were on Backorder. This was a $13,800 repair. Aside from the parts delays, we had multiple delays from State Farm. I don't see them mentioned in this complaint about time of repairs. This is not my first complaint about time of repair. It is the first one that I have had to respond to when the majority of the delays were out of my Control. The END Result is that ******** has been Counseled about her failings and has been put on probation until further notice. The two saddest things about this situation is that 1) Communication could have averted most of the issues; 2) ************** father was an associate of mine and I am very disappointed that things did not go better for his Daughter.

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