Complaints

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to the company for what was some minor scratches to the lower front bumper. The car has been with them now for a full month and a half and now they tell me there I NO estimated time that the repairs will be completed. I can't understand how they can take my car apart and then tell me that there is no estimated completion date. While my insurance has now stop paying for the rental can and ***************** is costing me money each day with, according to them, no date in sight for completion. Thanks

  Business response

  04/17/2024

  We disassembled his vehicle, obtained supplemental approval,and ordered parts. ******* informed us of a delay on the steering column and steering column cover. We were unaware of the damage or need for replacement until the vehicle was disassembled, so pre-ordering or knowing about delays on obtaining the parts was not possible. The current estimated delivery time provided by Porsche was 8-10 weeks as of 4/3/24.
  We have searched for stock at other dealers, requested expedited shipping options, and continued to follow up with Porsche. Unfortunately, the part is currently not available any faster. I spoke with ****************** today and advised that we received the steering column as of yesterday but still need the trim piece to finalize reassembly. We have made continued progress on his repairs while waiting for the final item to arrive. The trim piece covers the knee airbag, which is why it is vital to have before completion. We do our best to manage supply chain issues, but ultimately, we cannot find an alternative.
  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped off my car for minor damage repairs to the rear of my vehicle. I took the car in for an estimate appointment 6 weeks prior to dropping it off. Which turns out was a complete waste. It took 13 days to dissemble my vehicle alone. They then gave me the runaround through 3 subsequent inspections in which each time they raised the cost of repairs. After 6 weeks of getting talked in circles through delays, they are telling me it will be another 6 weeks due to a back ordered part of the rear bumper that they claim they didnt know they needed to order in addition to the bumper. The rear bumper is where the damage was, and is the most obvious part to be ordered it was not ordered until 2 weeks after dropping my car off. If they had done a complete inspection at my inspection appointment and ordered the parts they know they needed when I dropped my car off, it would already have been completed weeks ago! I dropped my car off August 10th and their records state repairs STARTED September 6th! I am set to be out over $1200 in rental costs due to their complete negligence. The service rep and supervisor claims these delays are all normal and refuse to take accountability to make this right with the customer. They are refusing to cover rental costs past one week This is the worst customer service experience I have had or seen. I expect to pay zero dollars for any rental costs, at the very least.

  Business response

  09/29/2023

  Guest dropped off the vehicle but did not meet with our estimator to review the damage or set expectations. It did take us over a week to complete a disassembly of the vehicle, as the guest did not meet with our estimator at the time of drop off to review all of the details of what a repair process can play out like. We were trying to reach out to the vehicle owner to setup a time to review and it didnt happen. Because of that, we did pay for a week of his rental. After we completed the disassembly we found $14,562.54 worth of damage, which I would not consider minor repairs. Once the vehicle disassembly was completed we placed our parts order. We did not receive the full parts order until 9/1/23. At that time, we unboxed the parts and found that there was an item missing from the rear bumper replacement, which we ordered the additional part that following day. We were expecting the bumper to arrive as an assembly, with multiple other parts we expected to come with it. It did not. The part that was missing from the bumper was on backorder.

  We were able to continue progress on the repairs while we waited on the back ordered part, but ultimately the backorderd part did prevent us from completing the repairs and returning the vehicle to the guest. We received the backordered part on 9/15, and we were able to finish the reassembly, calibrations, buffing, and test drive and get the vehicle back to the guest on 9/21.
  

  In response to his desired settlement. The job has been completely finished already and he is back in his vehicle as of 9/21. I spoke with the guest on 9/15 to advise that we do not offer rental coverage for a parts delay or parts that are unavailable. He was confused as to why we didnt have all parts pre-ordered and in stock. I did my best to explain that body shop do not stock parts for every vehicle, and that unfortunately parts being unavailable can be a common trouble, especially with higher line models such as Range Rover. There seemed to be little understanding that this portion is something out of our control.
  

   

• Initial Complaint

  08/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 22JUN2023 I left my 2014 Audi Q7 with *************** Collision (TWC) so they may repair the vehicle from being hit by someone earlier in the year. At the time I dropped off the vehicle, the employee (Coop) instructed me that they would need to disassemble the vehicle in the area where the vehicle was struck, in order to generate a quote. He stated he would submit the quote to the insurance company and any additional information they needed. Since I was working with the insurance of the other driver, TWC had to generate a quote to submit to the insurance company. I was initially informed by the insurance company that they would cover the cost of the repair since I had already taken the vehicle to another body shop who generated a quote per the insurance companys request. 29JUN2023 TWC submitted the quote to the insurance company. 11JUL2023 the insurance company initially stated that based on the quote from TWC they would total the vehicle and they would take ownership. I requested that they reevaluate my case since I was informed that the vehicle would be repaired, and my family preferred the vehicle to be repaired. They agreed to reevaluate. On 28JUL2023 I was informed that they still determined that the vehicle would be total loss, but I could keep ownership of the vehicle. On 28JUL2023 I informed Coop at TWC of the insurance companys decision. He informed me that they cannot repair a total loss vehicle. As a result, I informed him that I would have the vehicle towed to a different collision center for the repair. He informed me that in order for the vehicle to be released to a towing company the balance of the bill would need to be paid. I was aware of any bill since they failed to inform of such. I asked what the bill amount was. He stated he would need to make that determination and call me back, which he never did. I called Coop on 31JUL2023. He informed me that the invoice was for $7489.42. I asked what the invoice consisted of. He stated it consisted of labor to disassemble the vehicle, an alignment, administrative fees, and a storage fee. I requested that he email me the invoice which he never did. On 31JUL2023 I called TWC and asked for a manager, and they transferred me to ************ at which time I left a message. The manager called me back on 03AUG2023. He stated that he reviewed the invoice, and I was given the incorrect balance. He stated the invoice was $2269.96. I informed him I would need to discuss with my family what we wanted to do. I called **** on 04AUG2023 and left a message. I called **** on 07AUG2023 and left a message. I called **** on 08AUG2023 and left a message. I called **** on 09AUG2023 and left a message. I called the general office number on 09AUG2023 and spoke to ****** ****************** who was not able to help me but did inform me that **** was out and would not return until 14AUG2023 and I would hear from him then. I did not hear from **** on the 14AUG2023. I called **** on 15AUG2023 and left a message. I called **** on 17AUG2023 and left a message. I called **** on 21AUG2023 and left a message. **** finally called me on 22AUG2023. He stated he would send the invoice to my email, which he did. I reviewed the invoice. I called **** on 23AUG2023 and left a message. He called me back and I informed him that I would be willing to pay all fees except for the storage fee of $975. This is due to extremely poor service, TWC failing to inform me of any fees and my family being without our family vehicle, while the insurance company and TWC came to a decision. He stated that he would not reduce the invoice balance.

  Business response

  08/29/2023

  Here's our response:

  Thursday 6/22/23 Guest dropped his vehicle off, we completed a check in with him and reviewed the process
  
  Tuesday 6/27/23 Vehicle disassembly was completed and supplement was written by our team for $12,258. We also called ************ that day to advise of the hidden damage we discovered and we would be submitting to his insurance for review and approval. We submitted the claim and supporting documents to USAA at 5:05 PM
  
  We continued to follow up at least twice a week with the vehicle owner via text and phone calls. I was not until 7/26/23 that the insurance company finally reviewed the supplement and notified ************ that they were going to proceed with the vehicle as a total loss. Our estimator advised we do not fix total loss vehicles, as this was a request from ************. Our estimator, Coop, spoke with ************ again on 7/31 advising that if ************ wanted to retain the vehicle, there are associated charges involved for the services we have already performed, as well as daily storage from the day it was dropped off. These are all standard charges covered by insurance during a total loss settlement, however, these can be forwarded to the vehicle owner in situations where they retain the total loss. Additionally on 7/31, I personally received a voicemail from ************. I called him to review but had to leave him a voicemail.
  
  Coop texted ************ on 8/1/23 advising we were trying to reach him. I called him again on 8/1 and we were able to review on our phone call.During our conversation, ************ was confused on why there would be any charges he would owe. I reviewed all of the charges such as daily storage,labor for the disassembly we completed, pre scan charges that were already done, admin fee for the time to prepare the estimate/supplement, a pre-alignment check that was done, and SRS inspections that were already completed. These items were all completed to prepare the supplement for the insurance review. On this day, I did advise he could have the repairs completed at another body shop. I advised that I would pause the storage so he had some time to consider his options and that I would be traveling soon and we could connect on my return. I also agreed to reduce the storage charges since the insurance company took a month to review our first and only supplement. I felt that I had the opportunity to reduce the charges as a customer courtesy, and stated again that in a normal total loss environment this would be charges covered under the insurance claim. But I would be willing to make the exception so he could still pay for his total loss vehicle to be fixed elsewhere. Since storage is $65 per day, taking all but 15 days off reduced his out of pocket expense drastically, which is where he is referencing the change between the charges.
  
  8/3/23 Coop text ************ checking in to see how he would like to proceed with no response
  
  8/8/23 Coop text ************ again checking in. ************ replied asking to speak with me directly. This is the week I was out of the office.
  
  8/9/23 Coop text ************ to advise I was out of the office for the week. Also on 8/9, ************ called in and spoke with our front office manager ******, and he wanted to negotiate the charges down further. She advised that she could see that he and I already spoke and I already reduced the charges and made concessions. She further advises ************ that we do not have storage on repairable vehicles and the storage charges he is referring to and upset about only apply in a total loss situation and that insurance companies cover these charges, but since he is retaining that is why they are being forwarded to him.
  
  8/10/23 Coop text ************ acknowledging that ****** and him had a conversation and I was out of the office.
  
  Upon my return and the notes in the file, it appeared everything was settled and we were just waiting on ************ to figure out how he was going to move the vehicle and parts to another shop to repair his total loss. I received a voicemail from him again on 8/22/23 and called him back same day at 7:00PM. He was stating he was confused about the charges still, despite multiple conversations we had already had with him. I reviewed the charges again with him line by line. He wanted to negotiate charges again for storage.I advised I had already made a concession, and even stopped the charges at 15 days total. So he was not incurring more charges per day. Again, I did this as a customer courtesy so he had time to coordinate moving the vehicle somewhere else, but at this time the vehicle had been on our lot for 2 full months. I emailed him a copy so he could review himself. I confirmed while we were on the phone that he received the email. I walked him through the explanation and reasoning behind each charge, and that these all support services that have already been rendered to the vehicle. He stated he would review and get back with us.
  
  8/23/22 I returned another voicemail from ************ at 12:39PM.He is still stating he is upset about the charges. I reiterated that we had made a huge concessions already. He advised he would be filing a complaint with the BBB and then moving the vehicle. I reviewed again that we are making thousands of dollars in concessions in good faith to take care of him as a customer in a unique situation. Reviewed again that if this was processed as a normal total loss via an insurance claim, these thousands of dollars would have been collected. We were doing what we could to offer him solutions. It did not resolve the situation in his eyes. I reviewed and confirmed with him that the current amount due was $2,269.96. Which was also emailed to him.
  
  I continued to try and assist ************. I educated him on how he can arrange a tow truck. Also advised that we recommend getting a second truck for hauling the parts so the tow truck driver doesnt throw all the parts inside the vehicle, which could cause damage to his interior.
  
  As of today, 8/28/23, ************ has still not picked up his vehicle or paid his charges. Again, we have placed a hold on storage charges but should the vehicle remain, we cant continue to store the vehicle forever. It was his decision to buy the totaled vehicle back from the insurance company and now he wants his total loss vehicle fixed. We adjusted his bill by thousands of dollars and have tried everything we can because ************ was very upset that his vehicle was totaled. We did all this despite our best practice to not attempt to repair total loss vehicles.
  
  

  Customer response

  08/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  *************** Collision did absolutely nothing to resolve my complaint based on their response.
  
  Regards,
  
  *********************
  

*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. ↩