Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dropped my car off at ********************* Repair on Oct. 30, 2023 for repairs, I kept in contact with them to see if my ins was working with them they said no. I came and got my car leaving them a message that I came to pick up my car since nothing was happening. I had my car for almost 4 weeks and I had not heard from them so I stopped by asking whats going on with my car repairs. ****** said he was not going to fix my car and I asked why his reply was because you took your car. My message said call me when he had heard something he denied hearing that and other verbal communication we had between each other. No estimates in my hand and no agreement signed. They asked me for my second set of keys. I took my car back and after 2 weeks they called me saying your ins says your car is a total loss. I stopped by and said I want to get a second opinion and the gave me this invoice for $7,600 and told me I had to pay that before I took my car with no work done on it. I said no way, I said Im calling the police this isnt right. Luckily I saw an officer at the next business sitting in his car so I went to talk with him. Almost all the $7,600 was storage fees. The alomst month that I had my car they are still charging over $105 per day. The officer told me that what he was doing was extortion and insurance fraud to call a lawyer to take my case on and file a civil suit against him. I dont understand I got an estimate from ************************** in March at $5,900 and now my estimate is $25,000. My insurance company wanted to pick my car up yesterday and their invoice to pick up my car was $9,000. The repair shop is tying up my car so at this point nothing has got resolved and I'm high and dry without my car I just paid off. I left the business a review and the same thing happened 3 days ago from someone else that left a review. Everytime I bring up something we talked about he says no I never said that. My ins company has now turned this over to their *********** Please help.

  Business Response

  Date: 01/09/2024

  I'm sorry to hear about the challenges you faced with the insurance company. Here's a corrected version of your text:
  
  I sincerely apologize for the misunderstanding. Thankfully, everything has been resolved satisfactorily, and the client is content. As our primary goal is to ensure client satisfaction, an unfortunate incident occurred on the part of the insurance company. Although we submitted documentation for two separate damages, they only acknowledged one and overlooked the second incident. When the client inquired about commencing repairs, I informed them that we couldn't proceed until receiving confirmation from the insurance company.
  
  Subsequently, the client contacted the insurance company, only to be wrongly told that we had not submitted a request for the second incident. This caused considerable concern for the client, who feared deception on our part. I intervened, presenting evidence of the submission to the insurance company, who admitted their error and apologized. Despite my request for them to call the client and acknowledge their mistake, they declined to do so.
  
  In any case, I clarified the situation with the client and can provide documentation to substantiate our submission. The insurance company received the request but ignored it, falsely blaming me. I explained the possibility of legal action, but they apologized and requested I refrain from pursuing it. I then contacted the client, offering to reinstall the old bumper for free. The insurance company had mandated its removal for photographic evidence of the impact.
  
  Complicating matters, the client opted to retain the damaged vehicle, intending to buy it from the insurance company. However, the insurance company is now refusing to pay the full amount for the vehicle since the client chose to keep it. The client has taken possession of the car, and we have forwarded the payment to the insurance company, who assured us they would transfer it to the client.
  
  I am deeply disappointed by the insurance company's blatant disregard for their clients. I hope that the responsible agent will be held accountable, as I intend to insist on this matter.
  
  Thank you for your understanding.