Complaints

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a quote dated 1/16 (2023) for repair to my vehicle which was damaged in public & witnessed by 10 people to be *******************'s fault.He is an elderly man in my parent's ********************* wanted to have it repaired in a manner that worked for all, the only quote ****** were ever given was $9203.25. The only reason I chose Flash's was due to their false promise to put customer's in a $15 a day rental. They put me in a ****** my Mom saw it had a headlight out, a very grumpy Flash mechanic pretended to fix it, I thought he had, when I got on a ferry I was told it was still out. The ******* tire blew out on the freeway when I was going 65 & I'm very lucky ********* else was injured, barely made it home, had to get my step dad's help & then *****'s towed it back to them. When they said they'd put me in an external vehicle, they never declared they were no longer honoring their $15 a day price & since they arranged it & did not notify me otherwise I continued to budget for $15 a day. I even asked them by ************ never responded. Since ************** paid $9,000 for the vehicle repair as that is all he could do, I budgeted to pay $203.25 + # of days I rented a vehicle arranged by *****'s @ $15 a day as advertised/promised in person (witnessed). When I spoke to Borth, stressed our case was private pay so I fully expected him to exercise non-fraudulent business practice-notify me of all changes in charges, updates to accruing charges, notific of any ****** charges & request authoriz before proceeding, to know what costs were coming. Noone at Flash's ever notified us of any changes to charges. $2728.01 was charged to my mom at pick up. I expect her to get a refund cost charged to her over-$203.25 + days I rented for $15 a day. With receipt *****'s included a fraudulent 2nd quote dated 1/16 for $11,931.26, this was not the quote given to myself nor **************. I expected to pay $203.25+# of rental days @ $15 day, my Mom needs a refund for what she paid over that

  Business response

  05/24/2023

  ***************************** had brought her daughter ********************* 2014 ******** **** in on 1/16/2023 for ***********/17/2023 we sent *************** her preliminary estimate for $9203.25 and at the bottom in all caps we wrote MAY REQUIRE ADAS CALIBRATION POST REPAIRS as well as explained that this was just a preliminary assessment. We NEVER tell customers that our initial assessment is a final invoice.
  

  The final cost of repairs came to $11,931.26. $985.38 of that total was for rental vehicle charges we could not have factored that into our original assessment.
  

  The only part that was added to the final invoice was a hidden damaged headlight module part list $382.53 which required programming/calibration after the installation.
  We explained this to ***************, we also have a recording of us communicating this to her and that we would not know the cost of such an operation because we would have to sublet this out. The sublet charge for the programing of the new headlight and module was $515.38. Lastly the list of the headlight was higher than what our database had quoted, this was a manufacture updating pricing issue.
  
  On a recorded phone call ******************* we discussed the headlight situation and the Enterprise additional costs. ******************* was made aware of the daily charges Enterprise charged; she went into 2 different vehicles through Enterprise while her vehicle was at the shop.
  Regarding the loaner we put ************** in, our tire shop said a sharp object was ran over resulting in us we having to pay for a new tire, the wheel was severely damaged due to distance the vehicle was driven on a blown-out tire, 4 wheel alignment and a tow back to our facility.
  
  COMMUNICATION TIMELINES
  ************
  2/3/23 Recorded call **** speaks with ********* and lets her know that there is a possibility of unexpected costs upon teardown. She gives a greenlight to order parts. **** mentions the loaner car at $15 a day.
  
  2/14/23 On a recorded line, ***************************** calls, asks for ****, she explains that Mr. ************************* is going to pay for it on a credit card. He would like us to contact him and keep her out as a third person. She proceeds to give me all of his information. She explains what they are going to do, they are going to help ****************** on the payment, so he'll pay for parts to be replaced and they will pay for the labor. She repeats they are going to help him out.
  
  2/21/23 - ********* calls about a rental for ****. 
  
  2/21/23 - ********* calls again, **** is wondering if **** had spoken to ****************** about the cost and if he can afford it. I tell her I will call ******************* 
  
  2/21/23 - I called ********* and told her I gave him the amount and he's prepared to pay it. 
  
  2/24/23 - I called ********* to say the car is all ready for ****, and what time she'd like to pick it up. 
  
  3/1/23 - **** texts to let me know she had to take her mom to the *** She wants to know what time the tow truck will be picked up an done with new tires. 
  
  3/16/23 - Over text
  ***: the Enterprise bill with our discount is $850.38 for 13 days 
  ****: Thanks for letting me know after the fact. I need to rent from you guys today please. 
  ****: What will be the current full total for all my rental costs after I rent a vehicle from you guys today and turn it in by 2 on the 21st. I was under the impression I was still renting under your guys 15 a day price since the vehicle I used with you guys initially broke down. I just need the accurate total calculation for after I turn in a vehicle back to you guys on the 21st. Kind of need that to budget. Thank you for this. 
  ****: Can you let me know asap? The very old man paying for the accident had budgeted for $**** total, so I need to update him when this changes. 
  ****: It is no longer snowing so I am just needing to rent the most affordable vehicle. 
  ***: I'm on lunch but the ***** will be $15 a day, I'll calculate it out when I'm back in the office! 
  ****: Thank you. I just need the vehicle to have working headlights and tires that wont blow out on the freeway, I don't think it should be at my financial expense for a reliable rental and that's a reasonable expectation. 
  Jen: 100% tires have all been checked and headlight is being fixed as we speak! 
  ****: Awesome, I really appreciate that because since it was not directly expressed to me when I was directed by you guys to rent with Enterprise that I would be paying a higher rate. I still expected to be paying $15 a day and I even told them that. Since it was not my fault the vehicle you guys provided had major issues, I'm currently really annoyed the cost difference for a reliable rental was my responsibility. A main reason I chose Flash's was for the $15 a day rental discounted price. 
  ***: What time are you coming to by to get the *****? I want to make sure I'm back by then so we can discuss it. 
  ***: ****************** should be the one to cover the final bill and you shouldn't be out anything since the accident wasn't your fault. 
  ****: I told you guys in the beginning he was expecting to pay **** and that wasn't the point. Can I pick up the ***** now? Thanks. 
  ***: We decided to switch you out to the ****, they are just putting the finishing touches on it for you. Will be ready for you in about ***** minutes. 
  ****: I will be there to pick it up then. Thank you guys so much. I do appreciate it. 
  
  3/7/23 - **** calls and speaks to ***, calling to check and see if we can let Enterprise know that her drop off time will be later. *** lets **** know that *** is going to call and let them know. 
  
  3/7/23 - **** calls and speaks with ***, calling because Enterprise called her that they close at 5 so she'll need to turn in the vehicle the next day. 
  
  3/7/23 - Outgoing call to **** from ***, she's unable to return the car before 5 to Enterprise. 
  
  3/9/23 - **** calls because she needs to arrange a rental car again for when she needs to go to work through Enterprise. Needs it for the following day and needs to return on the 14th by 2pm. I tell her I will get it set up and call her back. 
  
  3/9/23 - *** calls **** to let her know she's all set for pickup the following morning. Her vehicle is ready for paint and will be in paint the following week. 
  
  3/15/23 - **** calling to use one of our rentals or get a rental through ** starting tomorrow until her next day off, the 21st by 2pm. 
  
  3/16/23 - **** calling, I explain to her that the Enterprise rate is not our in house $15 a day rate. I explain we arranged it through Enterprise so she could save a little on her rental, around $20 a day. I let her know the headlight that ******** sent does not work. I let her know we can get another loaner car ready. She needs it for today before 1 and will return it on Tuesday by 2pm. I let her know the headlight is expected on Monday. 
  
  3/17/23 - ********* calling because **** lost her phone and it might be in the *****
  
  3/17/23 - ********* calling about ****'s phone.
  
  3/21/23 - ********* calling to see if ****'s vehicle is ready, **** let her know the headlight is calibrated. **** wanted to let them know to keep the rental car until the vehicle is finished. 
  
  3/21/23 - ********* calling about **** and if the air bag is fixed. I was out of the office. 
  
  3/23/23 - *** calls ****, to let her know her vehicle will be done tomorrow afternoon. **** asks if we have been in touch with ******************. I tell her I'm going to work up the final bill and let ****************** know and will be in touch after that. **** reiterates he only has $9,000 to pay. She asks for the total; I tell her that I do not know yet because it's not yet back from calibration. 
  
  3/23/23 - at 4:24 PM *********************** final bill is sent to her via email. 
  
  3/24/23 - ******************* emails asking if the final total includes her rental costs. 
  
  3/24/23 - ***************************** calling to check up on ****'s car. Needing to know if ****************** had made payment on it. 
  
  3/24/23 - ********* calling back about ****'s car. She needs to pick it up by 2. 
  
  3/24/23 - ********* calling back about ****'s car. Asked if ****************** paid, I said he had to call his bank. I talk to her about the amount she said ****************** would be covering. ********* confirms he is paying up to $****. She asks if I charged her for the tow for the shop car. I let her know I did not. She does not ask any questions about the amount they owe over the $9200 ****************** is to pay. 
  
  Some phone calls were made to ***'s personal phone and both **** and her mom stopped in multiple times so there was also communication that we do not have recorded because of that. 
  

  
  

  Customer response

  05/25/2023

   
  Complaint: 20058493
  
  I am rejecting this response because: it is a blatant lie that you discussed charges with my daughter as we have the email she sent you asking if you were honoring the promise to put your customers into a rental for $15 a day. Your legal department has been called out for blatantly lying in the past and this is no different. Your shop rental broke down on the freeway and could have killed a nurse she worked with whom was a passenger and her, you could not care less and you are not honoring the price Flashs Auto Body and Paint promised to charge her for it. According to everyone we go to church with, our military family and the nurses my daughter and her coworker work with and the mechanics in our life that work in * *A noone should go to your shop, unless they know you personally. You never updated my daughter, myself or ************** about the costs exceeding the estimate or we would not be having this conversation. Your response has fabrications in every line. Again, Falshs Auto Body and Paint provided an unsafe rental that broke down and easily could have killed two people, your shop didn't refuses to refund the price for that and charge $15 a day for her being out into one through Enterprise through your ship - had she known the price she would have chosen a USAA discount or booked one herself so she obviously did not know, you're lying as you did in your last BBB response, we also found a total of 3 boxcutter razor blades in your front office that appear to be getting kicked over from your shop. My son m, whom is a far better mechanic on the * coast, says he understands you're inheriting this business from your Daddy but you sound like you need to go to business school or go back and maybe have someone from customer service actually handle your failures because lying to customers and fabricating that your business handled a case well when it did not is not a good look. Everyone in our extended communities will be urging people not to attend your business for all time. 

   

  Take care

  
  

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mr ************ was at fault in damage to my daughter's vehicle. *********** daughter decided to go with *******************************they advertise & stated in person they put customers in rentals at $15 a day. My ************ went into the shop to speak to **** Borth before the repair, we told him we cared about the elderly man, ******* would private pay & we expected Flash's to stick to our quote & notify us if it exceeded that as we were on a budget. I witnessed my daughter tell **** Borth she ABSOLUTELY EXPECTED to be ************************ requested if any charges increased/exceeded the quote. *********** daughter clearly told **** Borth that ************** would only be paying $9 thousand & that was ************* could cover. ***** ever notified my daughter or ************* of a single increase in charges, charges that exceeded original ********************* for additional charges was never requested of either Mr.****** or my daughter. Myself, my daughter or ************* called Flash's 1-3 x week, they had many opportunities to review accruing charges, notify us of new charges & request authorization for anything exceeding the original quote but they chose not to. *****'s put my daughter in a ***** w/ a headlight out, Flashs's staff pretended to repair it, it was never fixed. ***** rental tire blew out on freeway,barely making it home.When *****'s put her into an external rental due to theirs breaking down, *****'s never notified her were no longer honoring $15 day rental! I had to put the excess charge on my card as she could not cover it. I expect to be refunded of amount we were not notified of & never authorized. $9 thousand was paid by **************. Amount my daughter was charged, that I paid, should have been $203.25+# of days rented @ $15 day which was promised by *****'s. 1/16 quote $9203.25 was quote provided to us by *****. Quote dated 1/16 for $11,931.26 was NOT the quote provided to us, was provided after we were charged.

  Business response

  05/24/2023

  ***************************** had brought her daughter ********************* 2014 ******** **** in on 1/16/2023 for ***********/17/2023 we sent *************** her preliminary estimate for $9203.25 and at the bottom in all caps we wrote MAY REQUIRE ADAS CALIBRATION POST REPAIRS as well as explained that this was just a preliminary assessment. We NEVER tell customers that our initial assessment is a final invoice.

  The final cost of repairs came to $11,931.26. $985.38 of that total was for rental vehicle charges we could not have factored that into our original assessment.
  The only part that was added to the final invoice was a hidden damaged headlight module part list $382.53 which required programming/calibration after the installation.

  We explained this to ***************, we also have a recording of us communicating this to her and that we would not know the cost of such an operation because we would have to sublet this out. The sublet charge for the programing of the new headlight and module was $515.38. Lastly the list of the headlight was higher than what our database had quoted, this was a manufacture updating pricing issue.
  

  On a recorded phone call ******************* we discussed the headlight situation and the Enterprise additional costs. ******************* was made aware of the daily charges Enterprise charged; she went into 2 different vehicles through Enterprise while her vehicle was at the shop.
  Regarding the loaner we put ************** in, our tire shop said a sharp object was ran over resulting in us we having to pay for a new tire, the wheel was severely damaged due to distance the vehicle was driven on a blown-out tire, 4 wheel alignment and a tow back to our facility.

   

  COMMUNICATION TIMELINES

  ************
  2/3/23 Recorded call **** speaks with ********* and lets her know that there is a possibility of unexpected costs upon teardown. She gives a greenlight to order parts. **** mentions the loaner car at $15 a day.
  
  2/14/23 On a recorded line, ***************************** calls, asks for ****, she explains that Mr. ************************* is going to pay for it on a credit card. He would like us to contact him and keep her out as a third person. She proceeds to give me all of his information. She explains what they are going to do, they are going to help ****************** on the payment,so he'll pay for parts to be replaced and they will pay for the labor. She repeats they are going to help him out.
  
  2/21/23 - ********* calls about a rental for ****. 
  
  2/21/23 - ********* calls again, **** is wondering if **** had spoken to ****************** about the cost and if he can afford it. I tell her I will call ******************* 
  
  2/21/23 - I called ********* and told her I gave him the amount and he's prepared to pay it. 
  
  2/24/23 - I called ********* to say the car is all ready for ****, and what time she'd like to pick it up. 
  
  3/1/23 - **** texts to let me know she had to take her mom to the *** She wants to know what time the tow truck will be picked up an done with new tires. 
  
  3/16/23 - Over text
  ***: the Enterprise bill with our discount is $850.38 for 13 days 
  ****: Thanks for letting me know after the fact. I need to rent from you guys today please. 
  ****: What will be the current full total for all my rental costs after I rent a vehicle from you guys today and turn it in by 2 on the 21st. I was under the impression I was still renting under your guys 15 a day price since the vehicle I used with you guys initially broke down. I just need the accurate total calculation for after I turn in a vehicle back to you guys on the 21st. Kind of need that to budget. Thank you for this. 
  ****: Can you let me know asap? The very old man paying for the accident had budgeted for $**** total, so I need to update him when this changes. 
  ****: It is no longer snowing so I am just needing to rent the most affordable vehicle. 
  ***: I'm on lunch but the ***** will be $15 a day, I'll calculate it out when I'm back in the office! 
  ****: Thank you. I just need the vehicle to have working headlights and tires that wont blow out on the freeway,I don't think it should be at my financial expense for a reliable rental and that's a reasonable expectation. 
  Jen: 100% tires have all been checked and headlight is being fixed as we speak! 
  ****: Awesome, I really appreciate that because since it was not directly expressed to me when I was directed by you guys to rent with Enterprise that I would be paying a higher rate. I still expected to be paying $15 a day and I even told them that. Since it was not my fault the vehicle you guys provided had major issues, I'm currently really annoyed the cost difference for a reliable rental was my responsibility. A main reason I chose Flash's was for the $15 a day rental discounted price. 
  ***: What time are you coming to by to get the *****? I want to make sure I'm back by then so we can discuss it. 
  ***: ****************** should be the one to cover the final bill and you shouldn't be out anything since the accident wasn't your fault. 
  ****: I told you guys in the beginning he was expecting to pay **** and that wasn't the point. Can I pick up the ***** now? Thanks. 
  ***: We decided to switch you out to the ****, they are just putting the finishing touches on it for you. Will be ready for you in about ***** minutes. 
  ****: I will be there to pick it up then. Thank you guys so much. I do appreciate it. 
  
  3/7/23 - **** calls and speaks to ***, calling to check and see if we can let Enterprise know that her drop off time will be later. *** lets **** know that *** is going to call and let them know. 
  
  3/7/23 - **** calls and speaks with ***, calling because Enterprise called her that they close at 5 so she'll need to turn in the vehicle the next day. 
  
  3/7/23 - Outgoing call to **** from ***, she's unable to return the car before 5 to Enterprise. 
  
  3/9/23 - **** calls because she needs to arrange a rental car again for when she needs to go to work through Enterprise. Needs it for the following day and needs to return on the 14th by 2pm. I tell her I will get it set up and call her back. 
  
  3/9/23 - *** calls **** to let her know she's all set for pickup the following morning. Her vehicle is ready for paint and will be in paint the following week. 
  
  3/15/23 - **** calling to use one of our rentals or get a rental through ** starting tomorrow until her next day off, the 21st by 2pm. 
  
  3/16/23 - **** calling, I explain to her that the Enterprise rate is not our in house $15 a day rate. I explain we arranged it through Enterprise so she could save a little on her rental, around $20 a day. I let her know the headlight that ******** sent does not work. I let her know we can get another loaner car ready. She needs it for today before 1 and will return it on Tuesday by 2pm. I let her know the headlight is expected on Monday. 
  

  3/17/23 - ********* calling because **** lost her phone and it might be in the *****
  
  3/17/23 - ********* calling about ****'s phone.
  
  3/21/23 - ********* calling to see if ****'s vehicle is ready, **** let her know the headlight is calibrated. **** wanted to let them know to keep the rental car until the vehicle is finished. 
  
  3/21/23 - ********* calling about **** and if the air bag is fixed. I was out of the office. 
  
  3/23/23 - *** calls ****, to let her know her vehicle will be done tomorrow afternoon. **** asks if we have been in touch with ******************. I tell her I'm going to work up the final bill and let ****************** know and will be in touch after that. **** reiterates he only has $9,000 to pay. She asks for the total; I tell her that I do not know yet because it's not yet back from calibration. 
  
  3/23/23 - at 4:24 PM *********************** final bill is sent to her via email. 
  
  3/24/23 - ******************* emails asking if the final total includes her rental costs. 
  
  3/24/23 - ***************************** calling to check up on ****'s car. Needing to know if ****************** had made payment on it. 
  
  3/24/23 - ********* calling back about ****'s car. She needs to pick it up by 2. 
  
  3/24/23 - ********* calling back about ****'s car. Asked if ****************** paid, I said he had to call his bank. I talk to her about the amount she said ****************** would be covering. ********* confirms he is paying up to $****. She asks if I charged her for the tow for the shop car. I let her know I did not. She does not ask any questions about the amount they owe over the $9200 ****************** is to pay. 
  
  Some phone calls were made to ***'s personal phone and both **** and her mom stopped in multiple times so there was also communication that we do not have recorded because of that. 

  
  

*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. ↩