ComplaintsforAssociated Collision Center Inc.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This body shop has my car for 2 months, after no communication at all they said hey come pick up your car, my insurance paid 6400 and I paid my ***** deductible. When I get there, they did not fix the car, it was not drivable, it was in worst condition then when it went in and Im being told by another shop that their invoice was false, charged for things that werent fixed, and charged double for single parts, the job was not done at all, the paint does not match, they did not fix things due to the accident, and I got my car back with absolutely NO FLUID in it. They will not return my calls, I have been asking for a manager or higher up and nobody helps me, it has been weeks of this , this is fraud. The new trustworthy shop is called ets fleet there number is ********** and I am almost positive they will attest to this. As well as my insurance adjuster who sent me to this shop, April pion whos number is **********

  

  Business response

  01/04/2024

  ****************** vehicle was towed to our facility, with facts of loss from his insurance company, stating he ran over something in the road.  There was damage to the front bumper, oil pan and transmission cooler lines in addition to some other small  things. We had the vehicle towed into the shop and replaced the oil pan. After the oil pan was replaced ,we identified a severe oil leak coming from the upper part of the engine, which we could not relate to the loss. We also researched the leak and found  it is a known problem for oil filter housing to leak on this particular vehicle. We contacted his insurance company and asked for direction on how they would like to handle the diagnosis of this oil leak on 11/30/23. We informed **************. At this time, he stated, he had repaired that leak before the accident and that it was not leaking at the time of the accident.  We continued with our repairs while we waited for a response from the insurance company. We completed the repairs with the exception of topping off the transmission fluid after the line replacement, this is a procedure that we would sublet out to the dealership to complete. At this time we still hadn't heard back from his insurance after numerous attempts, so we contacted ************** and explained to him that we had gone as far as we could but we needed an answer from his insurance company about the oil leak. ************** came to our facility and we showed him our concerns and he again claimed it was not like that before the accident. Shortly after he left the facility, we  received an email from the insurance company. They stated they received a complaint from ************** and wanted to know what was going on. We told them again, about the oil leak and explained that we had been waiting for them to make a determination. At the end of the day on 12/29/23 ************** showed up with a tow truck and said, his insurance company told him to pick up his vehicle.  Since the vehicle had a severe oil leak and we had not yet had the dealer confirm the transmission fluid levels, we required that he sign a waiver acknowledging that the vehicle was unsafe to drive. That evening ************** posted bad comments on social media and gave us a poor CSI with the insurance company. On 1/2/24 we emailed the insurance company and asked what they did, their comment was, they told him the normal routine of pick up your vehicle and take it to the shop of your choice. If they can prove the leak is related to the loss then they would cover it.  I contacted the Manager at the insurance company and and told him this was not acceptable since nobody from the insurance company ever asked us, what was the condition of the vehicle . He agreed with me and said that he would handle it from here. I told him that ************** requested a phone call from us, he suggested that I do not call ************** and that he would communicate with him from this point on.  

  Customer response

  01/04/2024

  Complaint: 21091983
  
  I am rejecting this response because:
  First off the oil pan was not installed correctly, bolts were not even bolted down and were as far as cross threaded as well which can cause internal damage to the car, the one thing you guys said you actually did, you did WRONG. Also the oil leak was not from the oil filter housing so how would you say it was that and research showed thats what it was when it was never looked at, the way I picked up the car, THE *** WAS NOT AT ALL DRIVABLE because of all the oil coming from the bottom of the car, NOT THE OIL FILTER HOUSING. I never said that was repaired so that is also false, I said Ive had things fixed on the car before , but not a single thing about oil filter housing. NO MATTER HOW MANY TIMES YOU CONTACTED INSURANCE NOT ONE TIME WAS I PERSONALLY CONTACTED. How is it that I can get an answer from my insurance in less than 5 minutes but you couldnt get one in 2 months, seems like a lie to me. You did not contact me about transmission fluid not once nor about waiting on my insurance. Like I stated before, I was NOT CALLED NOT ONE TIME BY YOU GUYS. On social media you got an honest review from me there were no bad comments, nothing but the truth. 
  Regards,
  
  *********************

  

  Business response

  01/05/2024

  ****************** statements are inaccurate and false, and in fact are a act of defamation.

  We have ************* stamped notes, which reflect we communicated with **************.  As I stated in the previous response we have been in contact with his insurance company and they are aware of his concerns. ****************** insurance company will investigate the issues and if they determine them to be related to his loss or our workmanship they will be corrected.

  Customer response

  01/08/2024

  Complaint: 21091983
  
  I am rejecting this response because:
  I am still not being contacted by anybody regarding this, my insurance told you not to contact a customer in regards to false parts invoices? My insurance hasnt contacted me, or let me know anything. So you guys wont talk to a customer regarding the vehicle YOU worked on and neither will the insurance? Thats never how businesses are ran, how do you expect me to accept a response when they wont give me a real response? Ive asked for old parts so I know the invoice wasnt false, no response. Ive asked for managers/owners, even the service writer and oh no response. How do you charge a customer multiple $600 parts in different colors because you ordered the wrong part as what ***** said. That is false, whether they wrote down updates in THEIR notes about my car, I never recieved one call other than the one telling me to pick up my car that is supposedly ready but not driveable? The new parts that were put on were put on with damage? The oil pan that you guys replaced which was NOT bolted down. The mechanics who did the work did not do it correctly, as Ive shown in multiple pictures, as per my insurance adjuster confirmed, and as the shop who fixed what you guys messed up also confirmed not even 15 minutes after the car was towed out? 
  Regards,
  
  *********************

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an accident on my truck about a year ago. Everything when through my insurance, I and choose this body shop to repair my truck , the thing here is that my truck is being there for repairs for almost a year and they keep lying to me and giving me excuses , I already called everybody involved including my insurance, the body shop , my lender , but no one can help .

  

  Business response

  02/28/2023

  Tell us why here...March 28, 2023
  
  Better Business Bureau
  1805 *****************************, Ste. 100
  ******, ***** 78754
  
  Re: Complainant:  *****************************
         D/I: 07-05-22
         Vehicle: 2017 **** F-150
          Complaint ***********
          RO #: 68672
  
  Dear Better Business Bureau:
  
  This letter is in response to the above captioned complaint.
  
  All of our customers are important to us, and we endeavor to treat each one with the utmost respect. However, the fact of the matter is that we cannot work on a vehicle without insurance authorization &/or receipt of parts. For the record, we do not lie, and regret ****************** dissatisfaction in the progress of this repair.
  
  We have been in contact with the insurance company extensively, as well as parts suppliers, and the dealer. This vehicle received an extremely hard front end collision which resulted in the necessity of having to replace the engine. Per insurance authorization, an LKQ engine was authorized. Although under warranty, the engine will not start and will have to take it to the dealer. We are required to keep the insurance abreast of our findings, and to receive their supplements as approved (more delay). We have been amazingly disappointed with delayed insurance responses, and delivery of necessary parts. The parts delay issue has been an industry detriment caused by supply as a result of the pandemic. The fact is this repair has reached a catastrophic amount of $30,000; additional supplements to come. Before we can send the vehicle to the dealer we are waiting for a connector, a small but necessary part which controls the headlights. As soon as the connector is receiver we can complete reassembly (approximately 3 hours). Upon competition the truck will be delivered to the **** dealer by transport to diagnose why the engine does not start. Delivery date is yet to be determined (additional delay outside of our control).
  
  Sincerely,
  Associated Collision Center, Inc.
  
  
  ************************

• Initial Complaint

  05/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My vehicle was in a car accident on March 18th. My insurance company showed Associate Collision center as one of their "preferred repair shops" so I had my car towed to them for repair. They called my and told me I needed to come by and sign a "consent to repair" form. So I did and they told me they would be in touch in a couple days. After 2 weeks, I still had not hear from them so I called the myself. After several calls back and forth over a few days, I found out that Associate Collision would not have my car fixed for 4-6 weeks. My insurance company would only cover a rental for 1 month so I found another body repair shop that could start working on my car immediately. I called my insurance company to arrange to have my car towed to the new shop and they informed me I would need to let Associated know. I called them and spoke to ******* again and told her I was sending a tow company to tow my car and give them permission to release my car to them. She said ok. The next day I found out that Associate would not release my car to the tow company because of fees that I would owe for "restocking fees" for the parts they had. I called them again and spoke with the mechanic and ******* on May 5th and told them to get the parts returned asap and ******* said it usually take a 2-3 days for this process to be done. I again, had not received a call from Associated so I called again on May 10th and again ******* said they were still waiting on the "vendors" to get the "restocking fee" prices to them. I asked if there was anything I could do to speed up this process cause I am now down to just 1 week left on my rental car. She said no. So I called the "vendors" they got the parts from and they told me if Associated has had the part for less than 1 month, there were no restocking fees. So I went to Associated's shop myself to let them know this so I could get my car, they STILL refused to give my car to me. I have tried to pay them and they refuse to give it

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car a 2021 Cadiliac CT5 had lot's of hail damage. Took my car for a estimate and was told they could take care of it. Dropped of my car with them August 17, 2021. I went to pick the car up September 24, 2021 and found several spots in the paint that were bad. Scheduled to drop my car back off with them October 1, 2021 to fix the issues. I went back to pick up my car October 15, 2021 and they had over 12 bad spots in the paint that we found. I left my car there so they could fix. I didn't pick my car back up till November 22, ********************************* the paint. The receptionist just handed me my key and said everyone was busy. I asked to talk to the owner but said he was busy and he would call me later. November 30, 2021 I still haven't heard back from anyone. I called again and was told he still wasn't able to talk and he would call me back. They had my car for almost 3 months and still can't fix my car right. I want to be able to take my car somewhere else where it can be done right. It's kind of hard to upload pictures cause of the paint and need to be at the right angle to see it.

  

  Business response

  01/06/2022

  Please see attached

*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. ↩