ComplaintsforCraft Collision Center, Inc.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dropped my vehicle off at Craft Collision on July 18th for fender repair. I picked vehicle up on July 25.. and noticed my dash cover lens had something spilled or accident sprayed on and will not come off. Appears to be on inside of lens. That was not on my lens cover when I dropped it off. ****** is saying there’s no way that happened at his establishment. But the incident had to happen there because I KNOW it was not like that when I dropped off my vehicle. I just want it fixed. I am 71 years old I am not dishonest or want something for nothing. I would like to have an apology and the lens replaced. ****** and ****** said they would try to help me find a solution but that didn’t happen. They are also saying that my dash was like that… told by their employees. My question is was a ****** or ****** watching over my vehicle 8-5 everyday it was there. So how can they be ?? that it was like that. They took a picture of the mileage gauge if you zoom in. … you can see it on that as well… but it wouldn’t be on their photo because it was taken before incident. I would greatly appreciate it if you could help me. If you need witnesses I can do the same thing the shop did.. I did not damage the lens cover on my vehicle. No matter the outcome… the truth is in my side

  

  Business response

  08/04/2022

  The customer’s vehicle was in our shop for 5 days for a very simple repair. We had no reason to be inside the vehicle but to pull it in and out of the shop. Our technician noticed residue behind the lens and made the Location Manager aware. We thought it had been there previously and the customer had to have known about it. When the customer came to pick it up she brought it to our attention. We did what we could to try and fix the issue but unfortunately it's behind the lens and we can not get to it. The customer stated it happened at our shop. We called the insurance company to see if they would come out to take a look. If they thought there was any way we could have caused it we would have replaced it. The insurance company said there was no way we could have done it. We agreed and we couldn’t put the residue behind the lens if we even tried. We never called the customer a liar or dishonest. We were trying to help the customer figure out the best way to fix it. We called and left a voicemail with the customer at 2:14pm on 8/1/22. Our plan is to see if the dealer can look at it and see if there is any way we could have caused it. If we could have caused it we will replace the lens and make things right. 

  Customer response

  08/04/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Yes I’m willing to take my vehicle to GM dealer to check out residue on lens.. I was not told by Craft Collision they would consider that and yes ****** called me and left a voicemail and I tried calling him back the same evening and left him a voicemail. But he did not return my call.  When you told that did not happen in our shop it was like that when you brought it in…my opinion of that … you’re saying I am not being truthful. 

  

  Business response

  08/05/2022

  I will be calling you shortly to set up an appointment with the dealership to have it looked at. This was our plan on Monday when I called you. I did not receive a voicemail from you.  I wonder if a receptionist forwarded the call to an office phone instead of my cell phone. I split my time between all four of our locations and depend on calls going to my cell. I will make sure you have my cell phone number so you can reach me at any time. Once it's at the dealership we will get their thoughts on how it may have happened.

  Customer response

  08/17/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** *********

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in a accident in October of this year. It was the other persons fault so her insurance paid to have my bumper replaced through Craft Collision Centers. My Cars preliminary Estimate to fix repairs were $841.48 which her insurance covered. I dropped my vechicle off October 25th, 2021 and was called and told October 29th, 2021 and told it was ready but I was at work so I had to wait till the following Monday to go pick it up which was November 1st, 2021 and they couldn’t get it to crank I was told I would be called when they figured out what was wrong. I was called the next day and asked if they could have it towed to ***** ******* center to be diagnosed because they had tried to jump it off and replaced the battery and it still wouldn’t crank. I was told insurance was still coving it. The car shop couldn’t get it to register on the diagnostic test so then I was informed that they were no longer covering anything so from November 2nd till now I’m having to cover everything including it being towed to my car lot so they can fix it, they had a specialist come in and figure out what was wrong and it was a computer fried which is not covered under warranty at that dealership. The dealership replaced the part and are charging me $500 for the part even though they paid over $1,000. I am a single mom of two and Christmas is right around the corner. On top of me having to pay the payments on the car still monthly of $420 total and still having to pay my car insurance which is $290. I also have other bills. I don’t feel I should have to pay for the repairs considering when I dropped it off at the shop, it was running and had no other damage but the bumper even have a copy of where their shop stated it was no prior damage. I have emailed them respectfully and got told that they still don’t think it’s their fault. I have been told by a lawyer that I have a case but I don’t want to have to take it that far.

  

  Business response

  12/16/2021

  The customer was scheduled to bring their 2013 Nissan Rogue in for repairs on 10/25/21 and was a claimant on an insurance claim. The damage was extremely minor and just cosmetic. The bumper replacement/repairs went very smoothly and we kept the customer updated every step of the way. The repairs were completed on 10/29/21 and we made the customer aware ahead of time. The customer did not come to pick up their vehicle until the morning of 11/2/21 where unfortunately the issue began.  When the customer came to pick up on the morning of 11/2/21 the vehicle would not start but the ignition DID turnover. This caught us by surprise because the vehicle started and moved just fine going into the shop, into our detail department and on it's way to our front parking lot for delivery. It even started just fine when we had to pull it in and out of the shop for 3 business days waiting for the customer to pick it up. We noticed the battery was old and thought replacing the battery would fix the issue but it did not. Trying to do the right thing, we did not charge the customer for the battery. We let the customer and the insurance company know and the insurance company was willing to pay for a tow and diagnostic at ***** ******* Center. The customer reported to be fine with us taking the vehicle there as well.   During further diagnostics done at our shop and ***** ******* Center we found electrical work had been done around the OBD2 port underneath the dash. Also we found out through the customer that they just bought the vehicle two months prior from a "buy here, pay here" used car dealer. The dealer is famous for putting a device exactly where all the electrical work had been done. This device will cut off the engine for a couple of reasons such as missing a car payment. This customer's vehicle had some device installed at one point in time and the electrical work appeared to be compromised.    The customer states we "fried" her computer while it was in our shop for repairs for a bumper replacement job. There is no possible way that could have happened. There was no welding involved and the vehicle didn't even go into the paint booth. The highly reputable insurance company agrees there is no way we could have "fried" the computer. We also spoke with Nissan and we were told the vehicle wouldn't even turn over with a "fried" computer. The customer's vehicle DID turn over. Also, we did note the vehicle had no unrelated prior damage. In the body shop that means no cosmetic damage worth noting and doesn't account for hidden vehicle issues the vehicle had when it was left with us. It was a coincidence the vehicle would not start the morning of 11/2/21 and was not due to our workmanship. It is unfortunate that the customer purchased a vehicle that had the electrical components tampered with. 

  Customer response

  12/16/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Either way my vehicle ran and turned over just fine prior to dropping it off at your shop. There was no wires tampered with prior to dropping it off as I was driving the vehicle. Which means something happened while it was in your possession. I didn’t receive my vehicle that Friday I was told it was finished because I wasn’t informed till 3:30 almost 4pm and I could not make it there in time before the shop closed and they didn’t give me the option to pick it up over the weekend as the shop is closed. So now I am left paying for a vehicle that I’m not driving so there should be something done. But I have no one on my side to get this situation solved if ** ******* sold me a messed up car then I can I will go after them but I need some kind of proof. Someone has to atleast somewhat understand what I’m saying.] Regards, ******* ********

  

  Business response

  12/21/2021

  If the customer wasn't threatening us with a lawsuit, we would offer to take a look at it again and take a photo of the manipulated wiring under the dash. The customer is correct that the wiring has not been messed with while she owned the vehicle. We have been trying to explain that the customer purchased the vehicle from the "buy here, pay here" used car dealer with the wiring already like that. They clearly have had the device installed under the dash of this vehicle at one point in time. If we were the customer, we would like to see the computer part invoice from where the used car dealer purchased it for replacement. Considering we are being threatened with a lawsuit this will be our last response. 

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