Complaints

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The accident happened on 7/7/22 in ********, VA. Officer **** ******* from the ******** Police Department was at the scene. I have the police report if that is needed. ******** has accepted that their client was at fault and still have an open claim. I had Team Coachworks do the body repair but he didn't have the equipment to do the calibration on the rear passenger sensor. I took it to ****** in ********* to do that but after repeated attempts to calibrate it, it failed. The found that the sensor had been bent in the accident so they ordered a new one. When it came in, they installed it but it still wouldn't hold the calibration. They removed the bumper and determined that it was due to a bad repair by the body shop. This was determined on 10/07/22 and i have tried repeatedly over the last 5 months to get ****** **** at Team Coachworks to fix this repair to no avail. I just want my car repaired correctly and the sensors working as they were before the accident and a rental vehicle while this being done. If you need any other documents or have questions, please call or text me, Best Regards, ***** ***** ************

  Business response

  03/20/2023

  Also, forgot to mention, we had the insurance approve a rental car for the time vehicle would be needed. In addition, my shop manager had spoken to the customer after the insurance conversation and had 3 separate appointments scheduled to bring back into the shop, customer was a no show every time. On 3/17/2023 2:52 PM, Team Coachworks wrote:Regarding this claim- We thought the matter was handled. After trying to reach the customer numerous times, to no avail, we spoke with the insurance handling the accident and was told they would reach out to the customer and provide service to resolve the situation (set up an additional appointment with a different dealership to get a second opinion and move forward after re diagnoses). This conversation took place sometime before the new year. So, we assumed the issue was resolved as we have not heard from the customer nor the insurance regarding the issue. We certainly are not avoiding the concern or work needing to take place, if that is the case. Moreover, attached is the response we had received from current dealership diagnoses, and we continued to try 

  Customer response

  03/20/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have provided my call records from my phone for calls to and from Team Coachworks and calls to and from ***** from ******** who is the insurance for the party at fault in the accident. My last call to Team Coachworks didn't have any resolution.  I called multiple times to try to see what i needed to do to get my car fixed and he told me he was working to find a way to fix the bodywork and have someone to calibrate the sensors at his shop so i didn't have to take it anywhere else. He said he would call me back when he figured that out. There were several calls to them and to ******** to try to get this taken care of but didn't work out that way. I was never given a date to bring the car back. ******** said they won't pay him to redo the work and won't pay for the rental car again. I called ******** to see if I could have someone to repair the car and they told me yes so I called and made an appointment for 1/16/23 to take the car to ****** ********* to do the work. I received a phone call from ****** ********* the next morning and he said ******** had called him and told him that they wouldn't pay him for the work to be done and asked him to call and let me know this. ******** did not call me. I called ******** and they said a manager had stepped in and stopped the ok to do this at ****** *********. I can send you his name and number to verify this and the information for the ******** agent. I called ******** again recently to be sure the claim is still open. It is. They have already paid Team Coachworks for the initial repairs. I can also have ******* send me my call records to prove my calls to everybody. ****** also is willing to vouch for my calls and trips to them. I took the car to ****** in Roanoke to get an estimate for the repair to be redone. He said probably around $500 to fix the bodywork to enable the sensors to calibrate and work correctly. He suggested that I file a complaint with the BBB before I bring an attorney into it. I can send names and phone numbers for all parties involved for you to contact them and verify all this.   Regards, ***** *****

  Business response

  04/04/2023

  We want this issue resolved just as quickly as the customer, we have never denied service or resolution. As stated previously, having been contacted through BBB took us by surprise as we have been in the customers side and were waiting on their contact. It appears there was miscommunication somewhere, as is possible when dealing with multiple contacts. The customer is urged to come by shop to discuss their availability to have the issue resolved. 

  Customer response

  04/07/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** *****

  Customer response

  05/30/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. This is ***** *****. I am still trying to work with the repair shop. They have informed me that I can bring the car in to see what they can do but say ******* won't allow a rental car without prepayment. ******** has already informed me that they won't cover a rental for them to redo the repair on the car since they've already paid him to repair it once. He knows this already. I don't feel that I should be responsible for a rental car for him to fix what he messed up in the first place. The reason that ****** can't calibrate me sensors to work again was because the repair his shop did was not done right. Where do I go from here? Thanks ***** 

  Business response

  06/26/2023

  We've been trying to get her in the later part of 2022 and she's never set an appointment or brought her vehicle in.

  Customer response

  06/26/2023

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appeide details of why you are not satisfied with this resolution.i have spoken with the owner. He advised that I can bring the vehicle in and they will see what they can do to fix it but will not furnish me with a rental vehicle. I told him that I need one in order to leave the car with him and I shouldn't be asked to pay for one since his repair is the reason that I have to bring the car back in the first place. He also needs to arrange for ****** to recalibrate the sensors. He informed me that he's already been charged for this one time. I need to look further into that. If he has already been charged, seeing as it didn't work.,then they shouldn't charge anybody to do it again.Regards, ***** *****

  Business response

  08/07/2023

  This is ****** from Team Coach works regarding ***** *****.She was to bring it back, and we're looking at one, possibly two days to get done what we need to get done, which is to see exactly what needs to be done. And then it could possibly need to go back to the dealership. But for us to take it down and try to figure out what exactly the deal is, it would take 1 to 2 days, possibly. Thank you. 

*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. ↩