Complaints

• Initial Complaint

  06/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  *A deer hit my 2022 Chevy Silverado on Saturday May 6, 2023 after 10pm. My truck sustained front end damage and the drivers side headlight was broken. I contacted my insurance carrier ***** **** ******. *On Sunday May 7, 2023 my 2022 Chevy Silverado was towed to Briggs Auto Topeka, KS *Monday May 8, 2023 all Auto Insurance and vehicle information was shared regarding the damage so repairs could begin. Insurance companies, allow 30 day car rental The 30 days ended June 10, 2023. ***** **** ****** Claims Adjuster, Insurance Agent and myself kept in close contact with ****** ***** with Briggs Topeka because I needed my vehicle to get back and forth to work as well as elementary school for our school age children. We all explained how my family could not afford to go past June 10, 2023. *Wednesday May 31, 2023 ****** said the repairs could get done faster in Manhattan than Topeka, The truck was delivered to **** at Briggs Supercenter Manhattan, KS with a completion date June 8, 2023. *At this point my truck sat at Briggs Topeka from Monday May 8, 2023 until Wednesday May 31, 2023 with no action taken.This is 3 and 1/2 weeks (18 business days/24 calendar days) *June 10, 2023 coverage ended for a rental vehicle! When asked Briggs Topeka,Manhattan could not supply a vehicle. *Beginning June 11th until June 28th is 16 days I had to pay out of pocket for a rental vehicle. This is $117.11 a day for a rental car to get you back and forth to work. The total out of pocket I paid for a rental vehicle was $1873.74. ******* with Briggs Topeka let my truck sit, for 3 and 1/2 weeks before deciding not enough staff was available, or they just didnt have the time, delivering it to Briggs in Manhattan.I am asking Briggs Auto to reimburse me a total of $1873.74 for the out of pocket paid for a rental vehicle. A copy of this email is being sent to the Better Business Bureau and Attorney General office. *** ******* insurance claim ******

  Business response

  07/06/2023

  Tell us why here...
  Mrs. ***** 2022 Chevrolet Silverado was towed to Briggs Auto Body of Topeka at **** ** ******* **** ** ****** ****** on Sunday May 7, 2023.  Briggs discovered the vehicle when they came in on Monday May 8, 2023.  Briggs contacted Mrs. ***** on Monday May 8th, 2023.  Mrs. ***** gave us her insurance information, claim number and contact number and email on where to send the estimate. Estimate was sent to insurance on Tuesday May 9, 2023.  Briggs received an email from the 3rd party appraiser with a copy of their estimate on Wednesday May 10th, 2023.  After matching the estimate insurance sent over, parts were ordered through Briggs GM parts in Manhattan Kansas on Monday May 15th, 2023.  Briggs Auto Body of Topeka received parts on Wednesday May 24th, 2023.  Briggs Auto Body of Topeka had a large workload and was trying to work vehicles in as fast as they could.  On Tuesday May 30th, 2023, Tucker from Topeka Body Shop spoke with Mrs. ***** about towing the vehicle to the Briggs Manhattan location, as that shop would be able to start work on the vehicle right away.  Mrs. ***** agreed to this and Briggs paid for the tow from the Topeka location to the Manhattan location on Wednesday May 31st, 2023.  Briggs Manhattan then assigned the repair to a technician on Thursday June 1st, 2023.  The technician disassembled the vehicle on Friday June 2nd, 2023.  Briggs Auto Body of Manhattan discovered additional parts and repairs that needed to be added to the insurance estimate. Knowing these parts needed to be replace, Briggs of Manhattan ordered the supplement parts on Monday June 2nd, 2023 before getting approval from the insurance company.  Briggs Manhattan then sent a supplement to the 3rd party appraiser on Monday June 5th, 2023.  Briggs Manhattan received a copy of the supplement from the appraiser company on Wednesday June 7th, 2023.  Supplement parts arrived to Briggs Auto Body of Manhattan on Wednesday June 7th, 2023.  Several of these parts were crucial to begin repairs to the 2022 Silverado.  The total repair hours on this claim were 93 Hours.  Based off of industry standards, total hours divided by 4 days, this equates to a 23.3 day repair.  This vehicle also had SRS components replaced that required a reprogram of the Air bag diagnostic unit. This sublet work adds 1-2 days to the repair.  Briggs Auto Body of Manhattan finished the repairs on Thursday June 22nd.  The vehicle was then sent down to Briggs GM service for the reprogram the afternoon of Thursday June 22nd, 2023.  Briggs GM Service completed their reprogram and alignment on the vehicle on Friday June 23rd, 2023.  The vehicle then needed to be brought back to the Manhattan Body Shop and cleaned up for delivery.  It was too late in the day to tow the vehicle back to the Topeka Body Shop so it was towed to the Topeka location, as the expense of Briggs, on Monday June 26th, 2023.  Mrs. ***** then picked up her vehicle on Monday June 26th, 2023
  
  

• Initial Complaint

  06/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a vehicle from Briggs on May 19th I inspected the vehicle and found no issues with it but subsequently 2 hours after purchasing the vehicle it being having issues. I took it to the dealership on the 22nd of may and received a loaner car, the vehicles CODE issues were fixed but it still having issues. I was then told the vehicle would be sent to another Briggs location that specializes in *****, and for weeks they have told me that ***** can’t figure it out but the vehicle is still sitting at the dealership I have dropped it off at

  Business response

  06/16/2023

  Response from the manager:  

  Spoke to Mr. *** this morning at length and have kept in contact with Ms. **** who is the co borrower with Mr. ***. They purchased vehicle and notice that there was a shutter when it accelerated  and it had check engine light on. Once diagnosed by used car service department the proper parts were changed but the vehicle continued to do the same thing, decision was made by myself and used car service department manager to send the vehicle to our ***** location in ******. To my understanding there were no available drivers to take vehicle to our Briggs location in ****** and that we should have it there 06/16/2023 or 1st thing 06/19/2023 and in speaking with Mr. *** this morning to allow us to next Wednesday or Thursday to have the issue resolved and fixed OR we would trade them out or unwind the current transaction which was completely satisfactory with this resolution.

   

  Customer response

  06/16/2023

  
  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.  
  Although I am severely unhappy with the way everything was handled and that there was a very large deficit of communication, and the fact myself and Ms.**** were blatantly lied to about the vehicles location and status  
  Sincerely,
  
  Thomas ***

*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. ↩