ComplaintsforArlington Collision Center

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to the body shop to have a bumper replaced, wheel well repaired, and paint applied. When I picked up my vehicle, it smelled of transmission fluid, the odometer was no longer working, and there were several warnings and notices appearing on my dashboard. I contacted them to find out what happened and why my vehicle had so many issues not present upon delivery. They failed to record mileage on my paperwork, but state things were operational when they placed the keys in the vehicle on 2/26/21.They advised they do not know why and are not a mechanic shop so I need to visit a mechanic. They should be held responsible, as the vehicle was not in that condition when they received it.

  Business response

  10/11/2021

  ************************ vehicle was towed in on the 12th of February (Friday), we moved the vehicle to the back lot where it sat until Monday (closed on the weekends) where we took our check in photos. We have check in photo's (see attached) on the 15th of February showing that the vehicle's mileage was showing an error. Progressive came out on the 16th of February to write up a supplement and the vehicle mileage was reading 84759. At the time of the initial quality control check the 19th of February, the mileage was reading on the dash as 84759 as well. We wouldn't of driven the vehicle more than a mile while it was here for the type of of job that it was. 

  With progressive, we have to re-write the estimate since we use 2 different estimating systems. When the information is re-written, the information such as mileage isn't always copied over, such as in this case. I have attached a copy of the front page of ***********'s estimate that shows the mileage they documented on the 16th of February. 

  I'm not sure why there would be an odor of transmission fluid in her vehicle as we very very rarely deal with transmission fluid. The type of work done on the vehicle had nothing to do with any transmission work at all. I've attached a copy of the damage to the rear of her vehicle. As you can see it was fairly minor bumper damage, no need for us to do anything related to the transmission on the vehicle. 

  I know she came back a little while later because she had some concerns with the fitment of a tail lamp. Once we further inspected the tail lamp, we noticed there was a broken part on the tail lamp and we contacted Progressive and they approved a supplement to replace that lamp and we get the customer a new (used) lamp and replaced it. At that time, I believe at that time she also brought up the issue about the mileage, but it was explained that it would need to be taken to a dealer to have it diagnosed and that if it could be related to the accident, then to contact *********** and get an approval from them to get the work done. It is to my knowledge that she did exactly that and the insurance denied it. 

  Thanks, **** - Body shop manager

  Customer response

  10/25/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  1.  The business admits to having 'moved the vehicle' prior to checking/documenting mileage (to the back lot).  Thus, the business cannot attest that the vehicle display was intermittently working upon arrival as stated in Response 1.

  2.  There is no check-in photo attached to the response identifying 'error' showing where mileage should've displayed as stated in Response 1.  I have confirmed with BBB that no photo was included identifying such in Response 1 or 2.  Please re-submit.

  3.  The vehicle displayed no mileage until the code was reset on 3/3 at ********** **, thus indicating that there was in fact no intermittent display of the mileage.  

  4.  The business stated that they also attached a copy of the front page of Progressive's estimate, however there is no attachment of such.  I have confirmed with BBB that no attachment was included identifying such in Response 1 or 2.  Please re-submit.

  5.  There is no attachment of a copy of the damage to the rear bumper as stated in Response 1.  I have confirmed with BBB that no photo was included identifying such in Response 1 or 2.  Please re-submit.

  6.  While I agree that I did 'bring up the issue about the mileage', I disagree that *********** denied the approval to further inspect my electrical issue.  In fact, they advised to take the car to the dealership and have them perform a diagnostic, of which *********** Insurance would pay for.  However, upon arrival, the dealership advised that I di not need a diagnostic and reset the code in the service lane.  See attached evidence identifying the advisement from the insurance company and also their confirmation that ********** ** did not perform a diagnostic and instead reset the code.

  7.  The business has provided knowingly false claim that the attachment was provided by the insurance company, however, the insurance company does not have an estimate provided by ********** **, as the vehicle was taken to a different dealership prior to the insurance claim being submitted for vandalism.  Thus, the insurance company only has paperwork from the dealership that was used in August 2021.  Any documentation from ********** ** possessed by the insurance company would have been generated in March 2021.  I ask that the business provide truthful response on attached documentation source.  I ask that business provide definitive evidence that the attachment did in fact come from the insurance company.

  8.  The business continues to reference photos that were not attached to Responses 1 or 2.  I have confirmed with BBB that no attachment was included identifying such in Response 1 or 2.  Please re-submit.

  9.  *********** has provided no evidence that the odometer was not working prior to performing service.  In fact, photos and account of event from the business correspond with my attestation to the account of events and support my claim further.
  

  I ask that the business attach the documents/photos claimed to be available, and provide evidence that the attached screenshot did in fact come from the insurance company.
  
  Regards,
  
  ******* ********
  

  Business response

  11/01/2021

  The business admits to having 'moved the vehicle' prior to checking/documenting mileage (to the back lot).  Thus, the business cannot attest that the vehicle display was intermittently working upon arrival as stated in Response 1. Yes, vehicle was moved to the back on the 12th (Friday), where it sat until Monday the 15th where check in photos were taken and mileage was showing error message. Insurance came out next day (Feb. 16th) and mileage was reading normally with no error message based on photos taken by insurance. This is a clear indication the error was there prior to any work that we did. Photos have been added as requested.
  
  There is no check-in photo attached to the response identifying 'error' showing where mileage should've displayed as stated in Response 1.  I have confirmed with BBB that no photo was included identifying such in Response 1 or 2.  Please re-submit. Photo added as requested.
  
  The vehicle displayed no mileage until the code was reset on 3/3 at ********** **, thus indicating that there was in fact no intermittent display of the mileage. The information I was given from the insurance company dates July 21st. I cant speak on the codes being reset or not. According to the document provided by the customer, it appears that would be the case. As for the intermittent display, please refer to my answer in #1.
  
  The business stated that they also attached a copy of the front page of ***********'s estimate, however there is no attachment of such.  I have confirmed with BBB that no attachment was included identifying such in Response 1 or 2.  Please re-submit. Unable to attach more attachments at this time, however the attachment uploaded with the email sent over from the insurance should clear this up anyhow.
  
  There is no attachment of a copy of the damage to the rear bumper as stated in Response 1.  I have confirmed with BBB that no photo was included identifying such in Response 1 or 2.  Please re-submit. Photo attached.
  
  While I agree that I did 'bring up the issue about the mileage', I disagree that *********** denied the approval to further inspect my electrical issue.  In fact, they advised to take the car to the dealership and have them perform a diagnostic, of which ********** Insurance would pay for.  However, upon arrival, the dealership advised that I di not need a diagnostic and reset the code in the service lane.  See attached evidence identifying the advisement from the insurance company and also their confirmation that ********** ** did not perform a diagnostic and instead reset the code. This is going to be an issue to take up with the insurance company. I was advised by the estimator handling the claim that *********** denied any repairs/replacement of the transmission based on the findings of the codes the dealer identified and documented as shown in the email.
  
  The business has provided knowingly false claim that the attachment was provided by the insurance company, however, the insurance company does not have an estimate provided by ********** **, as the vehicle was taken to a different dealership prior to the insurance claim being submitted for vandalism.  Thus, the insurance company only has paperwork from the dealership that was used in August 2021.  Any documentation from ********** ** possessed by the insurance company would have been generated in March 2021.  I ask that the business provide truthful response on attached documentation source.  I ask that business provide definitive evidence that the attachment did in fact come from the insurance company. The attachments not being uploaded was an honest error not realizing the documents weren't being uploaded. Were not in the business of falsifying information. We do our best to provide the best possible customer service as we can. If there is any proof that the customer can provide that the issues the vehicle is having are caused by anything we did to the vehicle then I would be more than happy to do what's right and correct the issue. I've spoken with the insurance and the manager at ********** ** in regards to this vehicle and both stand behind the fact that the repair work we did, did not/could not create this issue.
  
  The business continues to reference photos that were not attached to Responses 1 or 2.  I have confirmed with BBB that no attachment was included identifying such in Response 1 or 2.  Please re-submit. Attached as much as it would allow.
  
  9. The company has provided no evidence that the odometer was not working prior to performing service.  In fact, photos and account of event from the business correspond with my attestation to the account of events and support my claim further.
  I ask that the business attach the documents/photos claimed to be available, and provide evidence that the attached screenshot did in fact come from the insurance company. Again, attached as many allowable document/photos.

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