Complaints

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in a car accident. I took my car to them. They had it almost 3 months and it’s not fixed. I took it back to them. They say nothing is wrong it drives fine, but ut doesn’t so now I’m stuck taking my car to someone else after spending almost seven thousand dollars. My car is pulling there’s still an issue with my suspension. They seem absolutely uninterested in fixing and issue they caused.

  Business response

  05/03/2022

  To whom it may concern at The Better Business Bureau,

  Thank you for bringing this customer concern to my attention, I would like to provide my perspective of the situation at hand. I received an estimate from ********** Insurance on February 23^rd, 2022, for ******* ******* the owner and insurance policy holder of a 2016 Ford Fusion. Upon receiving the vehicle for repairs, it was dropped off by ******* ********* who is the regular driver of the Ford Fusion. The vehicle was repaired according to the estimate provided by ********** Insurance and was returned in a timely manner. There were some issues that had to be sorted out with the customers insurance as well as a short wait time for the shipment of replacement parts. However, the vehicle was at our shop for no more than one month in total. Within the estimate written by **********, an alignment of the vehicle was considered necessary after all body work was completed. At this time, we took the Fusion to ********* ******** **** **** ** **** ******** **** *** ******, OH 44705 where the alignment was completed. The vehicle was then returned to the customer and payment was completed.

              The customer came back about one week later and complained that the vehicle pulled to one side while driving and asked us to pay for an alignment. Upon a highway-driven inspection by our head manager, he noticed that the vehicle only pulled while braking and we informed the customer this means she needs to have her brakes replaced. We also informed her that there was damage to the tire on the opposite side of which the accident happened and she may want to get it replaced as well. We informed Ms. ********* that an alignment was included in her original estimate, but ********* has a one-week warranty, and she could take it back to have them check it again. Ms. ********* waited one month from the original alignment to take her vehicle back to *********. Even though it was past the one-week warranty, ********* gave her another alignment free of charge and also told her she needs to replace her brakes and tire. 

              Ms. ********* brought her vehicle back to our business again complaining that it was still pulling while driving and her check engine light was on. We drove the vehicle again to inspect the second alignment from ********* and found no flaws other than needing new brakes and a tire. We scanned the code for the check engine light and realized there was a small crack in the ambient temperature sensor. We replaced the sensor free of charge and the check engine light receded. I also want to note that upon removing the newly replaced bumper to replace the sensor, we noticed the bottom of the bumper and splash shields are already damaged. We informed the customer again that we believe she only needs to replace her brakes and one tire in order to stop the vehicle from pulling while braking. We also told her that if she believes there is additional damage from the accident that was not on the estimate provided to us by her insurance, she can take it to a Ford dealership or any other body shop to inspect it. If they find additional damage beyond the original quoted estimate, then the insurance will pay for it if determined to be from the accident. If the damage is not from the accident, then the customer will be held liable for the cost of the inspection. In the professional opinion of Pro 1 Collision and ********* Complete Auto Care we believe that the best

  If you have any additional questions or concerns, please feel free to reach out to myself or the ********* Manager (330-754-1555).

  Sincerely,

  ******* *****

  Owner of Pro 1 Collision

  Please see attached letter and documentation photos of the alignment and text messages with ******* *******

*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. ↩