Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This will be as to the point as possible. was in my accident 6/21/2024. I brought it to this repair center on 6/23/24. Didnt like the vibe, so I left and left a bad review. The next day I was offered a complimentary rental car, FREE OF CHARGE, by *** because of the bad review I left. So I deleted my review and brought my 2017 ******* ****** Hybrid back. Months go by, theres no progress. My vehicle was never touched. M Work refused to do any of the estimates that was provided by insurance. *** strung me along the whole way saying everything would be fine. I asked dozens of times about storage fees and expressed concerns, *** told me not to worry about storage fees and that they would never make me pay the storage fees. Insurance finally in September deemed my car a total loss, and I opted to owner retain and repair. M Work didnt like that I did so, and was told that nothing can be done until they have insurance settle the storage fees. Insurance said that it was not customary or ethical for them to pay storage fees on a totaled vehicle thats still being repaired so insurance declined. I complained to the owner, ****, and he immediately called and said the only thing he can do is repair it, and would do it for 5000$, which was agreed upon, but ONLY if I bring him $3000 up front (I have the proof in writing). My husband told me absolutely not, we arent giving a dollar until the work is complete. Since, M work has been holding me vehicle, will not let me have my car because of storage fees. 200+ dollars a DAY in storage fees. They have never done any work on my car or anything. They never intended to do work on my car, just string me along until they have thousands of dollars in storage fees that they know I couldnt pay. They took advantage of a mother who didnt know any better. I have made complaints to BBB as well as attorney generals office, and I am in the process of contacting a lawyer because Im prepared to sue. This was wrong and Im ready for a fight.

  Business response

  12/11/2024

  First time customer request to ********************** the vehicle and sign a contract with us to get her car fixed, and the contract also says there is a storage fee need to be paid if the car has been deemed as a total loss.

  Insurance company agreed to total loss the car and already paid the customer, so the customer needs to contact her insurance to get our bill paid.

  We hold the car because no one come and pay the storage bill of 3500$ and car has been here over 3 months.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car for an inspection on August 16th. They told me I had to leave it there because they had to take it completely apart and that the damage was worse than what it looked. Rus called the adjuster told her we needed a rental right then. Left it there that day. The following week they had sent an estimate and there was a headlight that didnt need replaced only repaired (honest mistake) long story short had to fight the insurance company file complaints against them etc just to get them to repair and not total the car. Finally on Aug 28th the repair was approved check was sent so parts were ordered. Got all parts in except hood was told it would be in by 9/11, the 13th came and no hood my wife reached out they said theyll call the supplier. Hear back on Mon. that it will be that Wednesday so a week from 09/11 Mind you by this point Ive already put over $600 in a rental because my time ran out with the insurance company to cover. So we go in that Wednesday and they give us a rental for $25/a day instead. It costs over $500 for us to have it til the 30th with a deposit. Hood came in that day on 09/17. Was told Weds. before the 30th that car was in paint and would be finished end of that week beginning of the week of 30th. Go to shop on the 30th car still isnt done theyre shooting for 10/02 so they extended rental until then which they said would be at no charge but still charged us. Finally get my car today on 10/04 and it has the wrong bumper and the bumper has holes in it. They say oh theyll call when they get one in and fix it same day this is RIDICULOUS. My bumper didnt even have holes in it when I took it in and when I get my car back it has the wrong bumper and has holes! This needs fixed IMMEDIATELY!!!!! They were paid $5000 to take over two months and then put the wrong bumper and a damaged one at that on my car? Are you kidding me??

  Business response

  10/14/2024

  Dear ******, we are still waiting for the new bumper to come and once the part is here, we are going to let you drop off your car again so we can fix it, sorry about the inconvience.

   

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July ******, my 2020 ***** was damaged due to me running over a tire that had blown from an 18-******* truck.I reached out to M Work for repairs, and they began the repair process. Everyday for the last month they have been giving me the run around about my vehicle. First, they blamed the insurance company then they blame the company they were purchasing my parts from. For two weeks they promised me a loaner. Yesterday M Works provided me a piece of junk for a loaner car and was told my part should be in soon.Something told me they were lying, so I contacted the parts company and they told me the part was just ordered 4 days ago and the shipping wasnt paid, so the part is still not shipped, Also M Work told me the lead time was 2 week for the parts and the parts company told me they have 4 in stock.Im filling this complaint to prevent anyone else from using this company.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  You call the office and the representative is outsourced to the *********** or something. Communication with *** has been horrible. He doesnt answer calls or return messages. MWork has not released my car to Geico which was totaled due to their outrageous pricing. Geico is now threatening me with fees for this companys negligence. In my opinion this company bordering on criminal. Take your Tesla to the Tesla collision center, or some other certified collision center for Tesla. Run dont walk to get away from this company. Tesla you should pull their certification!!!

  Business response

  09/28/2024

  We already released the car to ***** and their towing company has picked it up, we never charge any fees against you, do not trust anyone owes your money. If you shorted by Geico, please email me and I will help you get your compensation right.

  Customer response

  10/10/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** M *****

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 25, 20** I was involved in a car accident. I was hit, and after the accident the other driver was cited and I was taken to the hospital. The police had my van towed to a local lot. The next day I received a call from a person claiming to be from the other driver's insurance company, Progressive. She asked me to release my car to them. I did. Later, I found out this person worked for M Works, and they have had my van ever since. Progressive has been trying to get the van since July 1, and finally, on August 2, received a bill from M Works for $12,000 for storage and other fees. This is after M Works sent the wrong forms to me twice, and have refused for weeks to give the correct paperwork. I filed a police report against M Works on July 12, 20**, #**-1181. Over the past several weeks I have tried calling M Works several times, but ******* the person who they tell me I need to talk to, is never available, and has a full voicemail. This whole situation resulted from fraud, and has continued without resolution. My claim with Progressive has been held up because of their lies and refusal to cooperate. The officers at the scene, the employees at M Works on June 26th when I dropped off keys and cleaned out the van all told me the van was most likely totaled as all air bags deployed.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My vehicle was in an auto accident on 1/9/24 due to in climate weather. Allstate, my insurance company, had my vehicle towed to one of its preferred repair shops. The repair shop let me know on 1/10 that they would not be able to repair my vehicle for 6-10 weeks due to staffing issues and cars already needing repair. M Works, called me on 1/10/24 saying that they would be able to repair my vehicle in 10 days, provide a loaner vehicle while mine was being repaired and accept my Allstate Insurance as payment. This repair shop towed my vehicle on 1/10/24 and I did not hear back from them until 1/15/24, despite leaving voicemails. On 1/15/24 the repair shop said the vehicle was a total loss and was reporting it to my insurance company. I called the repair shop repeatedly with no response because my insurance company had never received anything from this shop and was not even aware that they had removed it from the first repair shop. Finally on 1/22/24 the insurance received the proper documention of the total loss and a claims adjuster from Allstate went to examine the vehicle. The adjuster agreed with the findings and asked for an invoice for storage fees and the estimate. Allstate was given a bill of $5,000.00 for storage and misc fees and explained that they were excessive and could not be paid. The owner of the shop said he would accept insurance reasonable and customary rates if he was put on the insurance list of preferred shops. The adjuster explained that is not how it is done and he refused to adjust the bill. The storage fees are outrageous and if they would have supplied my insurance company sooner with the paperwork, the vehicle would not have been there that long. The owner stated he is in the business of making profits. Very unethical company.

• Initial Complaint

  12/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This place has had my car for 2 months. They continue to lie about what's going on and when it will be done. They've said they're ordering parts 6 times in the last 8 weeks. They're lying, committing fraud, and essentially stealing my car. I'm ready to sue.

  Business response

  12/06/2023

  complaint ID  20961276

  
  We at M Work deeply regret the inconvenience caused by this news. We understand that waiting for your beloved car to undergo repairs can be a challenging experience for our valued customers. As an automotive repair company, we highly value your feedback.

  However, during that period, our business operations were exceptionally busy, and repairs had to be scheduled based on the order in which vehicles arrived. Unfortunately, we were unable to address the maintenance needs of your car promptly. However, I assure you that we have exerted our utmost efforts to expedite the repair process, ensuring that your beloved vehicle has been successfully repaired in the shortest possible time.

  In light of the situation, we would like to offer you a $50 fuel card as a gesture of goodwill. We appreciate your understanding and patience.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Car was damaged in accident. M works picked up for repairs $9374.00 Damages. Owner continuously lied about repairs and parts would not release car. 6/30 car was suppose to be finish, while driving notice repairs not done. M works threaten to take car back. Car was taken 7/3 and estimate of repairs, damage during and damage not repaired totaling $3221.00

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My truck was towed to M Works on Monday, January 16, 2023 due to vandalism and covered by State Farm insurance. There was a lengthy delay in repairs due to a nationwide parts shortage, which I was made aware of, understood and have no problem with. My problem comes in after the parts to my truck have all been received and it has been repaired. **** from M Works has given me several different stories and then given State Farm different ones. All I want is my truck completed and back to me. On Thursday, March 2, **** told me all work was competed and it was waiting to go to paint and it should be ready for me by March 7 or 8. On Wednesday, March 8, **** told me that my truck still had not gone to paint and it should be going that day and it would be ready by Friday, March 10. On Friday, **** said my truck still hadn’t made it to paint but should be in there Monday, March 13. When I spoke to **** late afternoon on Monday 3/13 he said my truck was still sitting there with the door handle off and primer on the door. I called my insurance company and they called the shop Tuesday morning (3/14) and **** told them, that it had already been to paint and there was a run, so they had to send it back to paint. Sending to paint is basically one booth over in their shop also. It’s not another shop or anything. I’m very frustrated that I continue to get lied to and my insurance company says they just take the word of the shop. Well, the shop was also one of the insurance company’s select shops and was supposed to provide me an estimated completion date and never did that either. State Farm doesn’t seem to care and the shop/**** are content to continue to lie to me. I just want my vehicle repaired and returned. I have been more than patient and don’t know what to do at this point with all the different stories I am getting plus what **** is also telling State Farm 5 minutes after he tells me something different.

  Business response

  03/15/2023

  Hi, I`m the production manager ****, I called customer and explain to him why this take longer then we expected. He will get his car back this week.

   

   

   

  Customer response

  03/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this issue. However the vehicle was done at the agreed upon time but the work was not up to my standards or the shops. They gave me a loner vehicle and said they would resolve the issue by the 22nd of march. I picked my vehicle up today and they held there word. I am happy with the work
  
  ****** *****

*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. ↩