ComplaintsforSouthern Collision Center Greenbrier

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint not only to get a resolution, but to warn other people to help prevent them going through what I have gone through. I went through **** and used this body shop when someone hit my car. They were on a preferred providers list, so it made me feel safe. I drop my car off for work, they call for pickup and when I go to pick it there is paint overspray on the door. They acknowledge, say they will fix. Okay, fine. 2nd time around, I go to pickup, and there is new damage all on the passenger side of my car that was not there before, and the overspray looks worse than before. They acknowledge the damaged happened while it was there, say they are sorry and will fix it. I try to be understanding and patient, even though it should of never happened. 3rd time around, I go to pickup my car and again the damage is not fixed, is still visible and now there are two new scratches on the hood. I have been left with no transportation now, and a horrible response from the manager. There is no excuse why my car has been damaged twice by negligence while in there care. It is unacceptable the subpar work that they expect to do and get away with. I am not the only customer to experience this same situation, I know for certain. I trusted them to take care of my car. They violated that trust over and over and the attitude my husband and I have been given is wrong. Not only the sheer neglect to protect customers' cars, but the level of service and quality of work is unacceptable. I do not even want them working on my car anymore, but I am afraid to take the car off the lot. My husband and I have even talked about coming out of our own pockets to take it somewhere else and have it completely repainted. I still do not have my car, and have been given empty promises as to when it will be fixed. Then at that point, I am still not sure the quality of work that will be done in the end. They cannot continue to treat customers this way and violate the trust that is given.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  WORK FILE ID: 01cXXXXX, RO NUMBER: ***** (THIS WAS A LIABILITY CASE AND COVERED BY INSURANCE.) I TOOK MY CAR TO SOUTHERN COLLISION CTR JULY 6TH (BY APPOINTMENT), SUPPLIED A RENTAL CAR BY XXXXXXXXXX TO BE USED UNTIL MY CAR WAS FINISHED). I AM AN 83 YRS OLD WOMAN IN BAD HEALTH, I FEEL THEY HAVE TAKEN ADVANTAGE OF ME AND CAUSED ME UNWARRANTED STRESS. I HAVE MADE NUMBEROUS CALLS, EVEN GONE BY THE SHOP, LEFT A COPY OF INVOICE THEY OWE ME FOR 4 DAYS OF CAR RENTAL THE INSURANCE ADJUSTER HAD TOLD SOUTHERN THEY WERE RESPONSIBLE. SOUTHERN ADVISOR TOLD ME HE WAS TAKING THE INVOICE TO HIS BOSS TO GET PAID IMMEDIATELY. I FOUND OUT THEY HAD LOSS MY KEY, THE CAR WAS JUST SITTING THERE. I WAS SUPPOSED TO GET MY CAR BACK WITH A CALL FROM SOUTHERN. I CALLED IN THE AFTERNOON, TO SPEAK TO SOMEONE ABOUT MY CAR. THE ADVISOR TOLD ME HE HAD BAD NEWS/GOOD NEWS. HE HAD APPROVAL FOR RENTAL CAR UNTIL AUG. 5TH (WHICH WAS A LIE) AND THEY HAD LOST MY KEY. HE ALSO SAID, AT THAT POINT, THEY DID NOT KNOW IF MY CAR HAD BEEN REPAIRED. I DROVE THE RENTAL CAR TO SCC (LEFT RENTAL CAR AT SCC) WITH MY SPARE KEY AND GOT MY CAR, IT WAS DIRTY AND APPEARED TO HAVE BEEN REPAIRED. ADVISOR WITH SCC WANTED ME TO SIGN PAPERS, I REFUSED BECAUSE THEY STILL OWED ME MY KEY AND REFUND THE DAYS CHARGED ON MY **** XXXXXXX XXXXXX XXXXX XXXX FOR RENTAL CAR. THE INSURANCE ADJUSTER CALLED ME ABOUT 5 MINUTES AFTER THE SOUTHERN CALL, STATING HE TALKED WITH SOUTHERN TELLING THEM THEY WERE RESPONSIBLE FOR THE ADDITIONAL DAYS THEY HAD MY CAR, AND THEY LOST MY KEY. I WAS TOLD A LIE BY THE ADVISOR REGARDING THE RENTAL, INSURANCE ADJUSTER TOLD SOUTHERN THEY WOULD NOT COVER RENTAL AFTER JULY 27TH. ALSO, I WAS MADE AWARE THEY HAD OTHER CARS THERE WTH LOST KEYS. WHAT KIND OF BUSINESS IS THIS!?! IT HAS BEEN A VERY STRESSFUL MATTER FOR ME AND UNNECESSARY. I WANT THIS FINALIZED IMMEDIATELY. PLEASE!!!!!! IT WAS ONE LIE AFTER THE OTHER.

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/08/17) */ Contact Name and Title: **** **** VP/ Fixed Ops Contact Phone: XXXXXXXXXXX Contact Email: *****@drivingsouthern.com Spoke to Mrs. **** today 8/17/22 apologized for the issues she has gone through with her dealings at the Collision Center. I am refunding her $132.87 and making arrangements to get her another key that was apparently lost while we were working on the vehicle. Check will be cut today and put in the mail to the customer. We will have locksmith go to her house and cut her another key for the vehicle Consumer Response /* (3000, 12, 2022/09/06) */ I RECEIVED CALL FROM A VP OF THE SOUTHERN COLLISION CENTERS ASKING WHAT HE COULD DO TO MAKE ME HAPPY. I TOLD HIM ALL I WANTED WAS TO BE REIMBURSED $132.87 CHG ON MY CREDIT FOR RENTAL CAR AND REPLACE MY LOST KEY. HE STATED HE WAS GOING RIGHT THEN TO HAVE THE CHECK CUT AND WOULD GO TO THE COLLISION CENTER TO LOOK FOR MY KEY. IF IT WAS NOT FOUND HE WOULD HAVE A LOCKSMITH COME TO MY HOME AND MAKE ME ANOTHER KEY. I HAVE NOT RECEIVED THE CHECK OR HEARD FROM ANYONE ABOUT REPLACING MY KEY. THE CALL I RECEIVED WAS A FEW DAYS AFTER THEY RECEIVED MY COMPLANIT #XXXXXXXX. JUST MORE LIES AND MORE RUNAROUND. I AM HAVING HEALTH ISSUES NOW DUE TO THE STRESS FROM THIS UNNECESSARY SITUATION. IF I HAVE TO TAKE THIS TO COUR ISSUE, I WILL DO SO. Business Response /* (4000, 16, 2022/09/16) */ Mrs. ***** I just spoke to MRS **** and we have the locksmith scheduled to go to her house Tuesday and cut her a new key. We will also deliver her a check at that same time.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was involved in a collision while parked on my property on July 11th. My insurance company, ****** has been handling the repair. The vehicle was towed to Southern Collision on July 16th, at which point the repair process began. After an initial estimate was completed in conjunction by ***** and Southern, parts were ordered for the repair. Since then, communication by Southern to myself has been less than sparse. I have routinely called for updates since August and have been given a run-around on the status of the repair and parts. Initially I was told at the end of August we were waiting for the hood to arrive before the repair would start. Several weeks later, and many further calls by myself, the hood had arrived but now we were waiting for a new components for the suspension. Several weeks had then passed ******* update until I was told we were waiting on a new wheel, since they had received the wrong one. Once that arrived, I was told we were now waiting on a new bumper. Each time I have called, I never receive any of my phone calls returned when missed, or have been told we are now waiting on a new part that was unforeseen. The bumper situation has now lasted over 1 month, going through 4 bumpers as they have broken and/or ordered the wrong part. I was finally told on 10/29 that the repair was complete and ready for pick-up. However, on arrival at the facility on 11/1, four items were noted by myself that were incomplete: missing hood rubber gasket, improperly installed windshield trim, non-calibrated remote start, and unrepaired dent/scrape on passenger ***** The repair is going to hit 4 months next week with no end in site, even though Southern has tried to get me to pickup an incompletely repaired vehicle. Insurance has paid them for all repairs, but have not completed them and have no estimate for completion. I have been lied to multiple times by my collision rep ***, and the manager, ****** regarding arrival of parts and scope.

  Business response

  01/04/2022

  Business Response /* (1000, 8, 2021/11/15) */ Have left message for Mr. ******* to see what we can possibly resolve the situation. A lot of the issues were with having to use aftermarket parts. We were required to order 3 different times before the finally allowed us to replace with *** // Manufacture Part. We constantly battle this with the insurance companies. The aftermarket fit just doesn't always fit. We did lack on communication with Mr. *******. He has picked up his vehicle from our location

*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. ↩