ComplaintsforRound Rock Collision Center
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Complaint Details
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Initial Complaint
01/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I dropped off my 2023 ******* *********** GV70 in early November for repairs to the front passenger side. I was notified that the supplement was submitted to my insurance on 11/6 for approval. On 12/11 I was told my vehicle would be completed in the next few days, then 12/13 came and I was told the vehicle needed scans done and I would receive an update on 12/15. To my dismay when 12/15 arrived I was told the car is over at ******* getting a new battery without any context. Why would a brand new 2023 SUV need a new battery for a minor collision repair? What happened to the battery? 12/20 arrives and more bad news "We have been informed that they only get battery deliveries on Mondays! With the next two Mondays being holidays I am not sure when exactly that battery will be in." Not only was I inconvenienced, but I never received an explanation as what happened to the battery? There's definitely a lack of communication from Round Rock Collision.Business response
01/24/2024
You are correct the faulty battery had nothing to do with the minor collision to your vehicle. The battery was faulty and that is why Genisis replaced they battery in your car under warranty. I do apologize for the inconvenience. Luckily it happened while it was in our shop, so we could get it taken care of for you, so you didn't get stranded somewhere in the future.Initial Complaint
11/21/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Round Rock Collision's handling of my 2023 *** x3 m40i has been marred by a series of communication failures and delays. Despite leaving my vehicle on Nov 6, I've faced unresponsiveness from ***********************, the Floor Manager, necessitating multiple follow-**** Only on Nov 15 was I informed about a supplement estimate, and the subsequent revelation that they were awaiting USAA's approval raised concerns.Even after I proactively contacted USAA and received confirmation of funds being paid on the 15th, Round Rock Collision failed to communicate the progress when asked via email. My attempts to obtain updates went unanswered, leading to a call to the General Manager, *****************************, on Nov 21. However, his vague response about still waiting for insurance approval when the company received payment on Nov 15th and the absence of an explanation for ******'s lack of communication further highlights the company's internal disarray.My justified request for ******'s automotive involvement underscores Round Rock Collision's evident business processes and customer communication deficiencies. Despite the company having received funds for my repairs, the lack of action raises questions about their competence and empathy.My demand for expedited repairs or a transfer to another capable repair shop - paid by RR Collision, coupled with a request to prorate my car payment due to the extended inconvenience caused by Round Rock Collision's delays, is entirely warranted, given the company's evident shortcomings.Business response
11/21/2023
We sent a supplement to the insurance company for additional repairs needed to fix the customers car. The insurance company never sent us a copy back of the approved supplement but apparently sent the customer payment confirmation for the repairs. Round Rock Collision Center never received either one of these items from the insurance company until November 21st when we reached back out to them. I have called the customer to see if he would like us to continue on with repairs or if he is wanting to get his car removed from the shop. Unable to leave a voice mail on the number he provided.Customer response
11/21/2023
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.***** from RR Collision says he's going to have repairs done including the right hand passenger side that USAA is not taking responsibility for. He is getting that done free of charge.
Regards,
***************************Business response
12/11/2023
Please direct to correct business, this is Round ************* Thank you
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Contact Information
2450 N Mays St
Round Rock, TX 78665-2409
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.