Complaints

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/30 my vehicle was towed in to Center Collision and deemed fully repairable by my insurance company by 2 separate individuals. On 9/1 my husband went into the shop to get something out of the vehicle and noticed it looked different and additional damages had been done. He asked the collision shop about this and they admitted to him they jumped on the hood of the vehicle to "flatten it out and open it up". However previously the vehicle was at IAA and there were photos of it with the hood open. We immediately reported this to our insurance company. On 9/18 we received a call confirming our vehicle was now a total loss. We asked them specifically what caused this. Two separate individuals within my insurance company told us that the additional damages caused by center collision is what caused the vehicle to become a total loss. The previous damage estimate was just over ****** and our vehicle was valued at ****** per the insurance adjuster. The new damages per the claim agent pushed the damage total to ****** between parts and labor causing the vehicle to become a total loss. We are seeking either a replacement vehicle since they caused the damage that deemed it totaled or are seeking a reimbursement for the damages caused by them at their facility so we can get a different vehicle. I attached a screenshot showing previous estimate prior to the vehicle being deemed a total loss and can provide additional information if needed.

  Business response

  10/20/2023

  ************** office

  ************** fax

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

   

   

   

   

   

  From: Center Collision Admin <********************************>
  Sent: Tuesday, September 19, 2023 1:17 PM
  To: ********************* <********************>
  Subject: Re: 2020 **** escape

   

  Hello Mr. and *****************,

   

  I hope this email finds you well. We appreciate your preference for written communication and are committed to addressing your concerns promptly.

  Regarding the additional damage to your vehicle while it was in our shop, we take this matter seriously and would like to clarify. When the vehicle arrived at the shop the hood was damaged beyond repair and the starting estimate from the insurance company also acknowledged that. In order to open the hood and inspect for further damage we had to relieve the pressure on the latch by straightening/flattening the hood so the latch would release. In order to avoid cutting through the hood and potentially damaging engine components underneath the easiest way to get the hood to release is by standing or sitting on the hood in order to flatten it out closer to the original shape. This process damages the hood which already needs to be replaced so no further damage was caused by doing so. And while it is true the additional damage found underneath the damaged parts was enough to cause the vehicle to be a total loss, it was caused by impact to the vehicle during the accident not from the process of rough straightening the hood.

  In terms of releasing the vehicle to State Farm, we will expedite the process as requested.

  We apologize for the misunderstanding in this matter. If you or your insurance company have any questions, please feel free to reach out to us.

   

  Sincerely,

  Center Collision Management

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