ComplaintsforCorona Paint & Body Shop

• Initial Complaint

  08/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had an accident on June 24,2022 which required me to file a collision claim through my insurance, ************ My car went to the body shop , Corona Paint & Body for repairs up until 8/11/2022, which was the day I picked up my car after it was “fixed”. That same day on 8/11/2022 my car started making noises in which I took it back to Corona Paint & Body which they fixed. On 8/13/2022 while driving my car the entire left tire came off, which resulted in it having to go back to the shop. I don’t feel as though the business completed worked that was suppose to be done effectively and the business will not issue me a refund . Which I believe is deserved back to me since services were not performed as expected. I ended up in an entirely different accident at the fault of the shop, Corona Paint & Body. My car will have been with the shop for about 2 months which is unacceptable.

  Business response

  09/09/2022

  Background of the Initial Repair:

  The “Customer’s” 2018 Mercedes Benz CLA 250 was towed to our shop, Corona Paint and Body, on June 26^th, 2022.  The vehicle had been in a collision causing transmission damage that resulted in the transmission locking up causing the vehicle to be inoperable.  Our in-house mechanic inspected the transmission and determined that we did not have the capability to service that specific make and model resulting in the need for the vehicle to be taken to the Mercedes dealership.  The vehicle was towed to the dealership on June 27, 2022, by ******** Towing (tow bill attached to this email).  After being inspected at the dealership, Mercedes determined that the transmission would need to be replaced which they did.   Mercedes completed the transmission replacement on July 19, 2020 (see attached invoice) and our porter picked up the vehicle on July 20, 2022.  The vehicle had to come back to our shop after the transmission was installed to complete the remainder of the collision repair. 

   

  On July 20, 2022, the estimate for the remainder of the work was written and parts were ordered.  The estimated completion date from the time of the estimate was set for August 3, 2022, and the total cost of repairs, including the amount for the new transmission from Mercedes which we paid to the dealership, was $17,675.14.  Based on the “Customer’s” insurance policy, she had a $2,000 deductible which would have to be paid upon completion of the work.  This was communicated to her when the estimate was completed.  The remainder of the repairs were to be paid by the “Customer’s” insurance company, ************  A copy of the detailed estimate has been included in the attachments to this email.

   

  The last part arrived on July 25, 2022, allowing us to begin work on the vehicle (a copy of the invoice with delivery date is attached).  All the work listed in the estimate was completed on August 4^th and the customer was notified that her vehicle was ready for pickup via automated text message from our management system and a phone call from the estimator (a screenshot of that communication log is attached).  The “Customer” notified the estimator that she could not pick up the vehicle at the time because she did not have the money to cover her $2,000 deductible.  The “Customer” showed up to pick up her vehicle on August 12^th where she paid her deductible.

   

  Later that day, August 12, 2022, we received a call from the “Customer” stating that she was hearing a rattling or vibrating noise.  She brought the vehicle back to the shop and the mechanic determined the noise was coming from a heat shield vibrating against the vehicles exhaust.  He made the adjustment and she left with the vehicle that day. 

   

  Issue Causing the Complaint:

  We received a call from the customer stating that the left front tire came off the vehicle while she was driving.  We set up a tow and the wrecker service brought it to our shop on 8/15/2022 which we paid for.  After inspecting the issue, our mechanic determined that a portion of the lug nuts vibrated loose and the other studs on the wheel bearing sheared off causing the wheel to separate from the vehicle.  This also caused additional damage to other components of the vehicle’s suspension, fender, and bumper.

   

  Company Response / Issue Resolution: 

  We offer a lifetime warranty on all work that we perform as long as the customer owns that vehicle, so these repairs fall under our warranty.  We did repairs on that portion of the vehicle that could have caused the wheel to separate.  We are grateful that the “Customer” was not seriously injured and deeply sorry that this could have resulted from work we performed.  As a result, both technicians who worked on the vehicle were reprimanded and we are updating our quality control checklist and procedures. 

   

  We have spoken with the customer several times stating that we will repair all components that were damaged as a result of this issue at no cost to her and that we will pay for her to have a rental car while the vehicle is being repaired.

   

  Disagreement with Customer Request:

  The customer filed the claim with the BBB because they stated we are denying refunding her the $2,000 deductible, stating they felt that we did not perform the work we said we were going to.  The reason we are not handling it as a refund is because it is going through our warranty process.  We are covering the cost of all repairs along with the tow bill, rental car expense, and any other transportation costs incurred while the repairs are taking place.  The cost of the repairs we are completing as part of the warranty process are $2,400.  The original work that they paid for was performed and completed.  The only time we issue a refund for a deductible is if a customer pays in advance and then determines they do not want to have us perform the work. 

   

  Please let me know if there is any other information I can provide to resolve this complaint.

   

  Kind regards,

  Preston 

  Owner & CEO | Corona Paint & Body

   

   

*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. ↩