Complaints

• Initial Complaint

  22/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a brand new vehicle from Murray Chevrolet on July 26 2024 and I paid $2600 for a vehicle protection plan which includes 3M protecting film, undercarriage rust inhibitor, and other similar things. While the dealership was applying the protection coatings they did $3378.36 in damage to the vehicle which included 1 dent and one area with deep scratched to the paint. Murray Chev told me to take the truck to any body shop in my home town, get an estimate, and they would cover the cost of the repairs without any issues. I did just that, I got an estimate from JDCollision in ***************** and now they are essentially doing everything they can to not cover the cost of the repairs. When I talk to the representatives I've been passed on to they are incredibly dismissive and refuse to pay for the actual repair cost. I was sent a check for $2490.15 which is $888.21 short of the initial repair cost. There may be more cost afterwards as Murray refuses to pay the Invoice and will only pay the estimate claiming it's there policy not to pay for the actual repair cost. I've asked for a copy of this policy and they have refused to provide it.

  Business response

  23/10/2024

  I have emailed ***** directly. I believe this should resolve the matter. In the end, it seems like it was $***** and some poor communication we were dealing with. I do not know if ***** accept this but i believe this what he is asking for and what I believe he has coming to him.

  - ***** Murray

   

  
  
  If I understand your complaint to BBB, what you are requesting us to pay the actual invoice to CSN JD Collision and that is it. Is that correct?
  If that is the case, then the answer is yes. Lethbridge Autospa will forward you the additional $888.21.
  For your information, what I was able to get from ****** and what is in your complaint, is a difference of $*****. I think is due to poor communication so I want to make sure I and you are crystal clear on this.
  Of note, that ***** is after you had to get ****** to agree to the additional $330. In any event, that is arbitrary.
  
  If I look at the quote of $2713.28 and the bill of *******,there are three difference that make up the discrepancy:
  Labor of $816.50 vs the quote of ******.. a difference of $92
  An additional part # ******** for $42.41
  The quote had $1 for the Ceramic whereas they have $500 on the final bill. Please note, ****** was of the impression that this was going to be performed by another company and had put $535 ($500 + gst) aside to cover that.
  
  So as long as you understand that CSN needs to the ceramic as part of their billing and you are happy with us paying that invoice, as we should, then this is easy and you can consider this done.
  
  In your complaint, you make the statement  There may be more cost afterwards . I am unsure what that would be for and we would not be taking any responsibility for as we are of the understanding from the outset that the quote would get your truck fixed. If you disagree with me that, or you are of the impression that CSN hasnt charged for the ceramic (it is right on their invoice) then you cant consider this done.
  
  
  

  Customer response

  24/10/2024

  
  All I've ever wanted is for the cost of the repairs to be covered, I really don't understand why I've delt with 6 different people and I'm still saying the exact same thing over two months later. This is insane!
  
  I thank you for reaching out none the less.
  
  The latest estimate of $3378.36 minus the $500 ceramic coat cost needs to be paid ($2878.36).  I was paid 2490.15, the amount of $388.21 is still outstanding.
  
  ****** said they are going to give their CC number to Pride In Your Ride Auto Detailing in ***************** to pay for the ceramic coating costs. (I have no idea what Pride in you Ride will charge to do the ceramic coating, ****** is assuming it will be similar to the JD Collision estimate, I doubt that for the reason they may need to remove the panel for a second time to apply the ceramic coating)
  This should cover 100% of the repair costs.
  
  All of this would have been avoided (like I said in the beginning) if Murray/TruckTown would have agreed to pay the final repair cost (the invoice) instead of arguing over every detail, altering estimates and only agreeing to pay an estimate.
  
  I offered two options in the beginning:
  1. Murray/TruckTown pay for the repair costs after the work is complete.
  2. I'll pay the costs of the repairs and Murray/TruckTown can reimburse me.
  
  Both of these option were deemed unacceptable by Celine. 
  
  I think the cheapest option would be to have JD Collision do all of the work but ****** called me and I guess talked me into getting the ceramic coating applied elsewhere. I really don't care who does the work, as long as it gets done.
  
  

  Business response

  24/10/2024

  The customer and ourselves have agreed on a resolution.

  Customer response

  24/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

*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. ↩