Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I took my car in for damage repairs from hurricane Helene the first week of October, 2024. It is now the second week of December, 2024 and my car has still not been returned to my possession. When I call for updates, it is always the response of “we hope to have it done this week”. This is causing extreme distress as I have children and this is our means of transportation. I have asked for a loaner car from them with no luck.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Take my car to Wallace Collision Center on 3-28-2023 they called to tell me that it was ready to pick up 5-06-2023 they told me they done a safety check on my car where they had to take things off of it took on seven days to do that I went and picked up the car and drove down the road about 10 miles realized I didn’t have no air conditioner, so I took it back to them the next day they told me that they would fix it. I sat and waited on them to fix it over the next few days my car leaked water in back of car the air system was taken off, and the bolt was not put back in the dash was not sit in right, and there was a kink in headliner. They took the front and back windshield out. I was told by Brady a supervisor that he would get all these problems addressed, 05-7-23 I asked for a list of what all they took off my car and I have not gotten it and now Brady is saying they didn’t take off the air conditioner that they ordered a new headliner and it still had a kink in it so he said it had to be done before they started work on it. I called Subaru of America, and was told by a representative that they shouldn’t I took nothing off of my car and really didn’t know what I was talking about the safety check. I’ve got pictures of everything before and I have heard her they worked on it. I talked to Brady on 6-29-23 and he would definitely send me a list of everything they took off the car and I never received it for some reason they are now saying that they didn’t take everything off my car. I bought know what all they took off because it wasn’t put back together right it is a 2016 Subaru cross track never had nothing wrong with it, but I backed into my porch and knocked the back headlight out and that’s what I’ve been fixing. I was told by Brady that the windshield had to be taken out to spray paint. They did not paint the front end of my car. I am afraid to go and pick up my car! Do I need to take it to independent Subaru dealer, and cut my losses and my insurance company almost $7000

  Business response

  07/18/2023

  To Whom it May Concern: 

      First, I would like to state that we have taken all actions needed to rectify the problems listed in Ms. ******* complaint, and some that she did not mention in her complaint. During the time we were curing Ms. ******* problems, we furnished her a rental vehicle at no charge. 

      To be clear, Ms. ******* damages to her car were more than just a rear taillight, as you can see from photos attached. Ms. ***** was given a copy of our initial estimate and then a final copy of our invoice, that she signed, that would include all items either replaced, repaired or removed and reinstalled as part of the repair process. We had to repair the rear hatch and replace the right quarter panel. Since we had to replace the rear quarter panel, both the right front and rear doors had to be removed so we could paint and clearcoat the door jams. This was to ensure a proper color match. The headliner also had to be removed and it had a very minor kink in it. We installed a new headliner at no cost to Ms. ******

      After reinstalling the rear glass, Ms. ***** experienced a water leak in the rear and that problem has now been resolved. Our glass installer did not get a good seal when initially reinstalling the rear glass and the leak did not manifest itself when we washed her car for delivery. 

       Regarding the air conditioner issue, we have no idea how and when that problem originated. Attached is a picture that shows dried freon where the refrigerant line bolts into the compressor. We never did any work in or around the engine compartment when repairing Ms. ******* Subaru Crosstrek. In the spirit of trying to maintain goodwill with Ms. ****** we repaired her air conditioner at no expense to her by replacing the O-Ring which we found to be dry rotted and the source of her freon leak. This leak had most likely been on going for some time. Her Subaru Crosstrek is seven years plus old and the rubber does deteriorate over time. 

       Finally, Ms. ***** is scheduled to pick up her car at 3:30pm on 7/18/2023. We have completed all repairs and addressed her issues both that we caused and the ones we did not. All of our corrective actions have been at no expense to Ms. ***** and she was also furnished substitute transportation during the entire time. I hope she will be satisfied with the corrective actions. 

  Respectfully submitted, 

  Tim C *****

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