ComplaintsforWest Broad Collision Center

• Initial Complaint

  09/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  West Broad Collision Center is refusing to honor their ***************** Lifetime Repair Warranty for workmanship and refinishing on completed repairs". On May 22, 2019, the Collision Center repaired flaking paint on the black roof molding behind my windshield with a decal. The Collision Center recommended using a decal rather than repainting the surface. Initially, the repair was excellent. However, overtime, the decal has faded and become discolored. When I returned my car to the Collision Center on September 12, 2023, the representatives who examined my car, stated that this is a known problem with repairs done by their subcontractor, ****** Customs. My vehicle is compliant with the limitations and exclusions listed on the warranty I received at the time of repair. The remedy in the warranty states, "West Broad Collision Center will make with reasonable promptness (*) any repairs or replacements that *** be necessary to properly perform the work at no cost to the customer." I paid $339.05 to the business for the repair in 2019.

  Business response

  09/14/2023

  We have a limited lifetime warranty at our shop for for labor related issues. We also have a parts warranty that is covered by the manufacturer for 12 months or ****** miles, whichever shall occur first. The vinyl decal the customer is referring to is a part. Parts are warrantied my the manufacturer for 12 months or ****** miles, whichever shall occur first. The customer was supplied a copy of our warranty at the time of pickup after repairs were completed. I have attached a copy of our warranty and highlighted the parts warranty section.

  Customer response

  09/14/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  

  The response from West Broad Collision states that their warranty covers labor and that my claim is for parts.  The itemized list on the final bill that I attached to my original request for coverage lists the "Parts Total:  is $0.00"  and "Labor Total is $234.60".  The Final Bill from West Broad Collision shows that my claim is not for parts, but is for labor and covered by their warranty. 

  Regards,
  

  
  *********************
  
  
  
  

  
  

  Customer response

  09/14/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  The response from West Broad Collision states that the warranty covers labor related issues and that my concern is with a part.  The itemized list on my final bill, attached to my original request, lists the "Parts Total:  is $0.00" and the "Labor Total is 220.80".  The $0.00 charged for parts by West Broad Collision confirms that my claim is not parts related, but is labor related, as indicated by the charge for labor, and is covered by the warranty. 
  
  Regards,
  
  *********************
  
  
  
  
  

  Business response

  09/14/2023

  The repair was done by an outside company. It was billed as a sublet repair and will not show on the receipt / estimate as a part. ****** installed the vinyl to the roof. The vinyl is a part that is faded and discolored due to sun and weather damage. (example) If the vehicle was painted that would be not considered a part. The vinyl applique was purchased by ****** and installed on the vehicle. There is no warranty on this part as it has been longer than 1 year. We will not warranty this issue and we are considering the matter closed.

  Customer response

  09/14/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  West Broad Collision recommended not to paint my vehicle, represented that the decal would last as long as a paint, and then sublet the repair to a vendor that produced an inferior quality solution.  Why would a reputable Company not help customers when the Company is aware that there is a quality issue with a particular sub? 

  West Broad Collision considers this case closed.  Sixty five percent of the cost of my repair is attributed to the labor of West Broad Collision employees.  The sublet  expense charged to me was less than one third of the cost.  I would like West Broad Collision to provide me with a repair that is consistent with the quality standards that they have produced for me over the years as a faithful, repeat customer. 
  

   Regards,

  
  *********************
  
  
  
  

  
  

  Business response

  09/27/2023

  This repair does not apply to our lifetime warranty. The part is weathered and sun damaged. The customer was offered a cheaper alternative as removing the windshield, stripping and painting would be a very costly repair. We did not inform the customer that decals last as long as painting. Our sublet company is a reputable business and does fantastic work. Vinyl decals are parts that are installed on vehicles and does not apply to our limited lifetime paint warranty or limited lifetime labor warranty. We consider this matter closed and will have no further correspondence.  

  Customer response

  09/27/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response 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.
  
  As previously stated, my attached invoice shows that sixty five percent of the cost of my repair is attributed to the labor of West Broad Collision employees.  The sublet expense was less than one third of the cost.  Since I contracted directly with West Broad Collision (not their subcontractor) the Company is obligated to honor the life time guaranteed as presented to me at the time of service.
  

  Since the Company is not honoring their warranty, please advise me of next steps.  

  Regards,

  
  *********************
  
  

• Initial Complaint

  11/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This was the absolute worst experience. The first red flag should have been when I dropped off my car and they called me an hour later to ask if they had my car. I took my car in for two very small dents and it took almost SIX weeks. Rental cars are $*** a week so a repair that should have cost me my $*** deductible cost me thousands because they took their time and dragged their feet. They had trouble getting the supplement approved with my insurance and they blamed them but it turned out it was Jonathan who did not submit the claim correctly. He swore he did and very quickly put the blame on the insurance. Jonathan was rude, condescending, and has a very hard time telling the truth. He claimed he can only email you so when you call don’t expect an answer or return phone call. My insurance had to call their shop multiple times to get things straight and each time they spoke with Jonathan they always came back to me and said how rude and unprofessional he was. After the repairs were complete, they held my car from me. They claimed they could not release MY car even when the insurance said they would send a draft of the check they had mailed as proof of payment. This is the only auto shop in the area that does this. Finally, I picked up my car and one dent was STILL THERE. Apparently, they outsource their paint less dent repair and Jonathan was very quick to blame that company. He then ended the conversation with saying it wasn’t going to be perfect and I could go to my insurance company if I wanted them to fix it. The employees (besides the two sweet front desk ladies) are incompetent, unprofessional, and careless. DO NOT waste your time, money, or patience with this auto shop.

  Business response

  11/05/2021

  This customers vehicle came in on 9-13-2021. We looked over the job and found items that the insurance company missed. We sent a supplement to the insurance company the next day on 9-14-2021. We did not receive the supplement back until 9-27-2021. This insurance company recently switched over to a new supplement process and had major growing pains in the beginning. This customer was caught up in that process. We finally reached out to a **** employee that we know on a personal basis and she was able to get everything corrected. The job was completed on 10-8-2021 and we submitted a final bill to the insurance company for payment. We do not release vehicles until we have payment. The customer was informed of our policies before repairs were started. She signed a document that states all of our policies. Please see the attached file. We informed the customer if there is a dent that was missed we could get that addressed with her insurance company. We will not be refunding the customer any money.

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