Complaints

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my vehicle to DB Collision to have my driver side rear quarter panel repaired on 7/27/22. There was no problems with the functioning of my vehicle it was only cosmetic. I brought them my supplement that I got from the 3rd party insurance and DB informed me they work with the 3rd party insurance. They spoke with the insurance while I was there and stated they were ordering the parts needed for my repair from the supplement provided. DB informed me and the 3rd party insurance the parts would arrive on 8/1/22 and I arranged with the insurance to have a rental pick me up. I was told they would call me with their estimate before working on my vehicle. I get an email 1 week later and a call from the 3rd party insurance that they would not pay for the supplement DB sent them and I would have to go through my insurance at this point there was a $3500 difference between the supplements. I contacted DB about the 3rd party insurance not paying for the supplement they provided and asking if they could do the work that was on the supplement provided by the insurance and I was told no. DB then kept trying to have me contact their attorney to fight with the insurance company. I informed them I did not come DB to hire an attorney I came to have my car fixed by the supplement the 3rd party insurance provided. I wanted to get my car and they informed me I would have to pay for the work done to my vehicle. I was being charged for things I did not need like an alignment, my bill before my vehicle was fixed was 2,725.23 and would not release my vehicle until it was paid. I felt trapped and they were very predatory with their actions towards me. I proceeded to have them repair my vehicle and I got my vehicle back it was so poorly done. My bumper was not aligned and I had uneven gaps where they worked on my bumper. I informed them and brought my vehicle back for them to fix the repair job and my rear bumper is still misaligned with uneven gaps I paid $4,082.44 absolute nightmare

  

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/10/17) */ After reviewing your initial feedback on your overall experience, we offered to schedule a time to discuss the details in person. We set aside a few times within our calendar to provide you with our undivided attention concerning your request. You simply declined. We wanted to take a second and sit with you personally in reference to your recent experience with our company. If you are not interested in doing so, we understand. However, as our reputation reflects, everyone employed here takes this business very seriously. Working day in & day out to ensure we are embracing every opportunity to exceed our customers' expectations. All while performing quality repairs, insurance company negotiation/representation, and creating an exceptional customer service experience. With this being said, we understand we missed the mark with your experience. For that, we want to apologize, regardless of the efforts made initially to not inconvenience you further. We find ourselves still in great regret. We want you to know we personally carry each one of these scenarios with us as a large lesson learned. For us, this is our passion. Our life. Our careers. It is important that you know how much we respect you greatly for even providing feedback directly to our team in the first place. Many people tell us... relax, it's just a car. Truthfully for us, it is not. Obstacles in business such as these humble us greatly and provided the opportunity I can assure you we will make right of your situation. We just wanted you to know that we truly enjoy working with you and feel honored to have been your choice of Bodyshop for repair to your Lexus. Your business is much appreciated, and we will do our very best to continue to meet your automotive needs. Your continued patronage and suggestions are a vital part of our growth. And for that, we are most grateful. We have requested an explanation of your specific area of concerns that were not fixed properly? Today, you have yet to provide us with such. While continuing to comment on the low level customer service you experienced. Our team has reached out on multipool occasions in an effort to review these areas with our production team in order to determine a viable solution for you. You continually refuse. We have spent the last few days further reviewing your file. Our customer service team provided clear direction on what*********** was doing to avoid paying for repairs to your vehicle that*********** are 100% responsible for. You did not take action on any of our guidance at any point during the claim. ********** is practicing these predatorial actions all throughout the country. Here is a video to explain exactly what they are doing and what we were working to protect you from. https://www.youtube.com/watch?v=Drds6pLzruw All of your requests were fulfilled. Billing breakdowns, photos, financing options, etc. If you asked, our team provided precisely what you were requesting. Under our warranty policy, I have reached out to our closest Lexus-certified repair facility in an effort to arrange an inspection of the work performed on your vehicle in order for a certified dealer to assess the quality concerns you are mentioning. This way, we can arrange the correction of the repairs should they find consistent concerns. That being said, I have been notified by our accounting team that you have placed a request for a charge back on the credit card used to pay for the services rendered. According to Florida Statute §817.61, an individual may be found guilty of fraudulent use of a credit card when he or she intentionally defrauds a merchant using a credit card that the person obtained unlawfully, was used to obtain possession or retail or services rendered with the intent to defraud, knew to be forged, or presented under the pretense that the actual holder of the card gave his/her permission to be used, and obtained merchandise, services, money, or anything valuable from the merchant. Under Florida law, Individuals convicted of fraudulent use of a credit card in excess of $100.00 exposed themselves to felony convictions, a maximum of five (5) years in prison, a maximum of five (5) years probation, and/ or maximum fines of $5,000 Therefore, your claim will now be handled by our legal team. Our attorneys will be in contact with you directly, and unfortunately, we have been removed from the transaction. This comes to us with great surprise and regret as we always work in an ethical manner to work through all transactions regardless of the circumstances and have NEVER been unsuccessful at meeting a resolution for all parties involved. Consumer Response /* (3000, 7, 2022/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) DB Collision has sent me that same response via email. I explained to Drew I no longer want to speak with him in person because his shop has been dishonest and very deceitful with me from the start all the way until the end. I expressed to them when picking up my vehicle the 1st and 2nd time how they did a poor repair job to my vehicle, I was told they gave it there best shot. They took my vehicle and never listened to a word I said and did what they wanted. I came to that shop after the 1st poor repair and saw Drew there in front of me, he never said a word to me and never asked what the issue was. I sat there speaking to Rickey and SHOWING him the poor quality of work both times. When my vehicle was ready the 1st time I was calling repeatedly to get my vehicle and could not get through after asking for the bill on 9/9/22. I was emailed the bill that showed the 3500 dollar difference at the end of the business day when it was too late to get my vehicle. The following week I get a new bill with a 2,000 dollar increase nobody communicated to me about and my vehicle repaired poorly. I no longer wish to deal with DB Collision and would like a full refund. Business Response /* (4000, 9, 2022/10/21) */ Under extensive file notes and effort our team has worked to explain the claims handling process and tactics of deception attempted by the representing insurer. Through decades of claim handling experience our guidance & advice is not the only way to handle an insurance claim. However, our suggestions are always in our customer best interest for their circumstances. At no point during our consultations did you follow any of our teams recommendations. It is common place for any insurer to try and reduce their overall responsibilities & payments to consumers during automotive claims handling. Knowing this, our teams guidance is what will avoid, mitigate, or reduce any potential out of pocket expenses not initially paid for by the insurer. Our payment policy, as referenceable in the previous attachment of your authorization signed at drop off states clearly. I hereby authorize DB Orlando Collision Center to make the specified repairs including the necessary materials and sublet work. I understand that payment in full will be due upon release of the vehicle, including additional supplemental damage charges. Insurer Involvement: Customer agrees that Repair Facility is the sole professional determiner of the necessary and proper method for repairing Customer's Vehicle and Customer is the only person/entity with whom Repair Facility has any obligation to communicate or has the right to make decisions concerning the Vehicle's repair. Customer acknowledges that Repair Facility has no obligation to communicate with any insurer and that Repair Facility does not accept any insurer's estimate as the cost of repair or method of repair. Repair Facility may elect to interface with an insurer to streamline the payment process for Customer, but Customer agrees any interface is solely performed as a courtesy to Customer and understands Repair Facility is not acting as an agent of Customer. Facility Position: I understand that the Repair Facility, in the exercise of professional judgment, will repair my vehicle safely and properly which may involve using better parts or safer repair techniques than those for which my insurer or a responsible third party may reimburse me. My insurer or a responsible third party might deny payment for repairs that Repair Facility deems necessary or proper in the exercise of professional judgment. I understand and agree that I will be financially responsible for all repair services provided to me, which may include charges for scans, towing, parking, and storage, as they are listed on the final invoice, even if payment is denied by my insurer or a responsible third party. Binding Effect: This agreement shall be binding upon the parties, their transferees, successors and assigns, including a new or different owner and/or change in title ownership of the Vehicle. Furthermore, we stand behind our lifetime warranty and want to make sure you are 100% satisfied. Therefore, as stated within our warranty policy we are happy to schedule an assessment of any concerns and work to provide you with a reasonable solution to address them. Feel free to utilize this link to schedule a time to express your concerns to a member of our administration. https://calendly.com/dbo-production-/customer_service_follow_up If we are unsuccessful during this visit we will contact a a Lexus Certified Collision repair representing dealership in effort for a third party to review your concerns as well. Should you incur any fees from the Lexus dealer related to poor workmanship, improper repair, or inferior quality on DB Orlando Collisions negligence we will reimburse these expenses. As a valued DB Orlando Collision customer we regret that your experience has been less than exceptional and provided the opportunity, are looking forward to ensuring you are happy. Consumer Response /* (4200, 11, 2022/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am reaching out to you about the repair job and cost of my repair done at your shop. I do not understand why there is a 2,000 dollar price increase from the supplement. My vehicle was completed on the 8th of September and when I asked for the bill it was the cost of the supplement. I was calling repeatedly to get my car and could not get through. The following week when I was able to get my car there was a 2,000 dollar increase to the bill, I was not notified of the increase and I don't appreciate that nor is that a good business practice. To start I was told you would work with the insurance supplement I provided and you don't. I was told by you that you ordered the parts needed for the repair after speaking with the insurance company. I did not come to you to hire an attorney that you want me to go to fight with the insurance, that should have been told to me from the beginning and I would have took my business elsewhere.You began to work on my vehicle before I got an estimate which I take issue with because you informed me your shop would call me with the estimate, I informed you that there was nothing wrong with the way my vehicle drove but you guys still did an alignment, the alignment was not needed. I was given an estimate 1 week later from the time I dropped my car off. I was told by the insurance they would not pay for your supplement provided which included things I did not need done. In the end you guys over promised and under delivered on the repair of my vehicle. Your shop had more than enough time to complete my vehicle correctly and it was done poorly like it was a quick fix.I am requesting a full refund for the work done as it stands. I am not comfortable or satisfied with the repair work. I brought my car back to your shop to fix the repair job and it is still not done correctly. I was told by your employer Ricky that you guys gave it your best shot. It is quite clear that your shop is not certified in repairing Lexus vehicles after receiving my vehicle back. This experience with your company was the worst case scenario that I could have had. I do not want to speak to you and your establishment in person to address my concerns, we can communicate via email. I do not feel like I was given proper customer service by your company during this whole process from beginning to end. Your company was not up front and honest with me, your establishment did not listen to anything I said. You literally took my vehicle and did what you wanted. As I mentioned before, with all that being said in the end my vehicle was not fixed properly even after bringing it back to fix the repair job. I am requesting a full refund for all the things mentioned in the prior email. I can appreciate the passion you say you have for your business but I do want ask , are you even aware of my issues that I have with the repair job? If you do please explain. Did you approve of the repair work before you returned my Lexus to me? A few times I have come by your establishment and have seen you in person when you had my vehicle and you never said a word to me. You speak about the quality of work you do, Do you personally inspect the vehicles before you return it to your customers? Please answer these questions for me, from my experience I the resolution would be a full refund. It sounds and looks like you have a quality control problem, the repair work done to my vehicle was not quality work and my concerns were not satisfied. When I brought my car back I expressed my displeasure with the repair job (2nd time) and was told by Rickey you gave it your best shot. I take issue with that because the job was poor, and I mentioned I am not comfortable paying for a poor job. The only way for you to help me at this moment is to provide me with a full refund. After this experience with your shop there really is nothing more we can discuss. I am sure if you had the same experience I did you would feel the same way. I simply explained to your company my worst case scenario that I experienced from your shop and repeatedly ask for you to provide me with a full refund.

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