Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sept 19 2023 myself my husband and my children where driving home in my SUV. A deer decided to run across the highway and hit the vehicle while we where driving at speed limit, Never the less we had damage to my vehicle and made it unsafe for me to drive. The airbag came out below my feet and all the other airbags tried to come out but failed, the front end of my vehicle was smashed on the driver side and my driver side door had been smashed also, So I did what everyone does I called ***, So the vehicle was towed to ******** **** in Prince Albert but they said they couldn’t do the body work so we decided to send it to Trudel Auto Body to be repaired. I’m 5 months I didn’t receive one phone call I had to reach out and find out about my vehicle, I have a **** app on my phone that tells me when my car was started and moved and oil life ect. Well I kept getting notices that the fuel pump was not connecting to the module and then my tires where low and no gas all sorts of issues. So I called them in every time I received the warnings. Well to my surprise I stopped getting the warnings. I thought my vehicle was fixed and done. So we head to Prince Albert to get the vehicle and I pay for the insurance and the extra work they did on the tire rod. I wasn’t able to take it for a test drive because the car was completely empty of gas. So I asked my daughter to pick it up trusting the **** app because it has warned me when something was wrong. So my daughter picked up the vehicle and she said she noticed the engine light was on but thought it had to reset because it was sitting so long. She drove the vehicle home for me telling me it was acting funny and was hard to move when she stopped and a bunch of lights came on. She brought the car home and sure enough we checked and the park brake was on and more lights that were not there when I took the vehicle in where on. And when I went to go drive the car myself it was shaking so bad the car was not working I am unable to drive!!

  Business response

  12/02/2024

  For ease of reading I have copied and pasted the complaint and will respond directly after each concern.

  
  "Sept 19 2023 myself my husband and my children where driving home in my SUV. A deer decided to run across the highway and hit the vehicle while we where driving at speed limit, Never the less we had damage to my vehicle and made it unsafe for me to drive. The airbag came out below my feet and all the other airbags tried to come out but failed, the front end of my vehicle was smashed on the driver side and my driver side door had been smashed also, So I did what everyone does I called ***, So the vehicle was towed to ******** **** in Prince Albert but they said they couldn’t do the body work so we decided to send it to Trudel Auto Body to be repaired. I’m 5 months I didn’t receive one phone call I had to reach out and find out about my vehicle." THIS IS INCORRECT, THE VEHICLE WAS TOWED HERE ON OCTOBER 3RD AND YOU WERE CONTACTED THAT SAME DAY TO SIGN THE AUTHORIZATION TO REPAIR WHICH YOU DID, DURING THAT SAME COVERSATION YOU WERE TOLD THAT IT WAS BOOKED FOR A TEAR DOWN ON OCTOBER 11TH AND THAT WE WERE SEVERAL MONTHS BEHIND BUT WOULD ORDER ALL THE PARTS AND GET IT IN AS SOON AS POSSIBLE. ALSO, WORTH NOTING, ON DECEMBER THE 12TH WE BROUGHT THE VEHICLE TO ******** **** TO PROGRAM THE NEW AIRBAG CONTROL MODULE AND THEY PRINTED OUT ALL OUTSTANDING CODES AND THERE WAS NOTHING REGARDING FUEL PUMP OR PARK BRAKE ISSUES. ( I HAVE ALL THESE DOCUMENTS FOR PROOF)

  
  "I have a **** app on my phone that tells me when my car was started and moved and oil life ect. Well I kept getting notices that the fuel pump was not connecting to the module and then my tires where low and no gas all sorts of issues. So I called them in every time I received the warnings. Well to my surprise I stopped getting the warnings. I thought my vehicle was fixed and done. So we head to Prince Albert to get the vehicle and I pay for the insurance and the extra work they did on the tire rod" (TIE ROD HAD TO BE REPLACED IN ORDER TO PERFORM A WHEEL ALIGNMENT BECAUSE IT WAS WORN AND COULD NOT DO WHEEL ALIGN LIKE THAT, THE TIE ROD WAS UNREALTED TO THE ACCIDENT).

  
  "I wasn’t able to take it for a test drive because the car was completely empty of gas." THE INSURED TOLD US ABOUT THE VEHICLE BEING LOW ON FUEL, WE OFFERED TO FILL IT BUT SHE WOULD HAVE TO PAY US BACK WHICH SHE DECLINED, LOW FUEL HAD NOTHING TO DO WITH THE COLLISON AS WE ONLY ADDED 3 MILES TO THE ODOMETER, AGAIN, I CAN PROVE THIS.

  
  "So I asked my daughter to pick it up trusting the **** app because it has warned me when something was wrong. So my daughter picked up the vehicle and she said she noticed the engine light was on but thought it had to reset because it was sitting so long. She drove the vehicle home for me telling me it was acting funny and was hard to move when she stopped and a bunch of lights came on." PER THE INSUREDS OWN STATEMENT, SHE SAYS THEY KNEW THE ENGINE LIGHT CAME ON, AND MORE LIGHTS CAME ON AND HAD PARKING BRAKE ISSUES BUT CONTINUED TO DRIVE THE 4 HOURS AWAY TO THIER COMMUNITY IGNORING THE WARNINGS

  
  "She brought the car home and sure enough we checked and the park brake was on and more lights that were not there when I took the vehicle in where on. And when I went to go drive the car myself it was shaking so bad the car was not working I am unable to drive!! " THE INSURED RAISED CONCERNS ABOUT THE ENGINE LIGHT BEING ON WHILE WE WERE ACTIVELY WORKING ON THE VEHICLE, WE EXPLAINED TO THE INSURED THAT THE WAY *** (************ ********** *********) WORKS IS THAT THE INSURED HAS TO "AUTHORIZE ANY AND ALL MECHANICAL INSPECTIONS" AND THAT SHE WOULD HAVE TO SIGN AN AUTHORIZATION FORM WHICH SHE DECLINED TO SIGN THEREFORE WE COULD NOT SEND IT TO A MECHANIC SHOP TO HAVE IT LOOKED AT.
  I COULD ELABORATE ON THIS BUT RESPONDING ON BBB IS TIME SENSITIVE. WE WOULD INVITE A RESPECTABLE CONVERSATION IF SHE CHOSE. WE HAVE ALSO NOTIFIED AND INFORMED *** ABOUT THIS MATTER AS THIS HAS NOW POORLY AFFECTED MY NPS

  Customer response

  22/02/2024

  This problem has been resolved thank you 

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