West Broad Collision Center

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
West Broad Collision Center offered no solution, they only put their spin on the complaint.  Yes, we did not have an appointment.  My wife did not have an appointment for her wreck either.  I'm sure the majority of their customers do not have appointments, that is just the nature of their business.  They just feel the need to try to belittle me.  The car was towed into their shop early on the 27th and our insurance agent was there that morning, so why did it take four days until the 30th just to order the parts?  The parts came in on the 4th but again they waited until the 5th to finally start to fix it.  They found new damage on the 5th but waited once more until the 6th to contact my insurance agent...another day lost!  They say they did not get the ok to work until the 10th but my insurance agent told me he gave the ok on the 9th at 8:30 a.m.  more time lost. Parts came in on the 10th but they waited until the 11th to start....more time lost!  They pained it on the 13th but it was not ready to reassemble till the 16th.  What professional collision shop does not have a drying room?  More time lost!  They waited until the 19th to reassemble it...three days after it was ready, more time lost!  They did the wheel alignment in the early afternoon on the 19th but it still took another day to clean it.....REALLY?  I talked to Lawrence first because he was the one I was told that had the authority to talk to me.  I called on two days to talk to him and I still had to wait hours for him to get around to calling me. Poor service! The second person called me after I talked to Lawrence and he wanted me to come in and talk to him.  I explained that I had already talked to Lawrence and that I had a form of Muscular Dystrophy  and that it would cause me pain to come in,  plus I lived around 40 miles away.  He still tried to belittle me for not coming in.  Just what could he say to me in person that he could not say over the phone?  Twenty five days to fix a loose bumper!!!!!  I can't help but wonder if they have some kind of deal or connection with [redacted] **r next door.  I wish the B.B.B. would look into that.  $2624 to fix it is nothing in the car repair world but it still took TWENTY FIVE DAYS!  Enterprise got $822.00.  I will NEVER, NEVER use West Broad Collision Center again.  Yes I did say I would spread the word about the poor service we received.  I feel it is my duty to warn others about the poor service we got but he once again took the opportunity to belittle me. I wrote a poor review on his [redacted] site and we went back and forth for days on it.  If he spent more time taking care of customers and less time on [redacted] maybe his customers would get the service that they pay for.  Like I said before, POOR SERVICE!

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], 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. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

This customer had his car towed in on 1/27/15. He did not have an appointment. The insurance company was here the same day. We had the vehicle in our system and parts ordered by 1/30/15. Parts came in on 2/4/15 late in the afternoon. We started repairs on 2/5/15 and additional damages were found. We...

sent the insurance company a supplement on 2/6/15 and received the ok to continue on 2/10/15. The additional parts came in the same day. The car was in the repair shop for two days and went to paint on 2/13/15. The paint shop had the vehicle painted and ready for assembly on 2/16/15. Keep in mind we do not work weekends. We were closed on 2/17/15 due to the snow storm and did not reopen until 10:00 on 2/18/15. We reassembled the vehicle on 2/19/15 and sent it to the mechanical shop for wheel alignment on the same day. On 2/20/15 the vehicle was cleaned, quality controlled and the customer was called for pick up. The customer is upset because his insurance policy has a rental cap and he ran out of rental. Mr. [redacted] wife signed a copy of our policies before the repairs started (see the attached file). He called [redacted] after the repairs were complete and stated he wanted West Broad Collision Center to Pay $200.00 of his rental cost. [redacted] explained the time line to the customer and we would not be responsible for rental reimbursement. The customer was not happy with the response and stated he was going to write bad reviews about our shop. The call was ended. [redacted] came to me and explained what happened. I immediately investigated the issue and called the customer. Upon speaking with the customer I stated according to our notes we had done nothing wrong to warrant rental reimbursement. I informed the customer we had a time line of the vehicle repairs and invited him to stop by to further discuss the issue. He stated the reasons he could not come to our shop and told me that he was retired and had all the spare time to write negative reviews, have a class action lawsuit, call 12 on your side and go to [redacted] to tell all of his friends about our shop. He said we would be better off paying the $200.00.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not satisfied with the resolution because it involves me bringing my car to the Collision Center again and going without my car at my expense when the company is at fault. They need to take responsibility for their actions and not further inconvenience me.
Regards,[redacted]

Poor customer serice is the cornerstone to business at West Broad Collision. They don't communicate with you or your insurance company. The management will be rude of you if you question anything. Things like how they managed to damage the opposite side of your car that was being repaired, why they are refusing to fix the damage they caused, or why you have to pay an additional $900 to fix something that they admit they did. I just wish they would own fix the damage they did. But according to the manager the contract they have you sign completely releases them from any liability to fix any damage they might do to your car!

My car is in worse shape then when it arrived!

Great Experience! The repair was timely and my car looked great! :)

Review: On 6/13/15, I purchased a certified pre-owned [redacted]. On 6/27/15, my vehicle was involved in a car accident. On 7/13/15, West Broad Collision Center picked up my vehicle to begin repairs. The repairs were finished on 8/18/15. I went to pick up the vehicle on 8/18/15. As they were walking me around my vehicle showing me the repairs, I noticed a crack in the windshield on the driver's side. The crack was not listed on their initial vehicle inspection report. When I brought it to the manager's attention, he stated that the crack was already there before they started repairs. On 8/18/15, I called my insurance company to have a safelite technician take a look at it. The technician came out on 8/19/15. He stated that the crack had already been filled in and that he could look at it and tell it was a fresh job because resin had been filled into the crack. In his professional opinion, he stated the crack had been filled in within the last two weeks or so. West Broad Collision Center had our vehicle at their shop for 5 weeks. I called West Broad Collision Center to let them know what the technician stated and they still denied responsibility. In addition, on 8/22/15 when I was washing my vehicle, I noticed that the bottom of the bumper was loose. I could see that there were four clips missing that would secure it in place. When I took it back to West Broad Collision Center on 8/28/15, they stated "they must have fallen off" but did replace them. Overall, I am dissatisfied with the service and repair I received from West Broad Collision Center.Desired Settlement: I would like my windshield to be replaced. The crack is in the driver's line of sight and is distracting.

Business

Response:

Mr. [redacted] complained about a small crack in his windshield that has been previously repaired (prior to the arrival at our facility) at the time of pick up. I explained to the customer that we do not repair windshields at West Broad Collision Center and if we broke the windshield we would replace it. He truly believes it happened here. He informed me he had only owned the vehicle for 2 weeks before his accident. I stated to him maybe he did not see it at the time of purchase. All dealers that sell used cars have windshields repaired to make these small cracks transparent before they are put up for sale. We will be unable to help the customer on this issue. I have attached a copy of the inspection sheet that was completed at the time of arrival. There are many scratches and chips on the entire vehicle. You can see the windshield has rock chips marked. You can only see the small crack that has been filled upon close inspection. It appears as a rock chip upon normal inspection.

Review: Our [redacted] was repaired by West Broad Collision Center in 2012. The repair required the radiator to be removed and put back after the repairs to the front end were performed. When the radiator hose was reconnected to the radiator the clamp was improperly placed which caused gradual seepage ultimately resulting in the car over heating when the radiator drained to the point it affected the cars operation. The car is typically only driven short distances of 10 miles or less and currently has less than 45,000 miles on the odometer. [redacted] confirmed that the leak ultimately caused the engine to over heat; leading to significant damage requiring a full engine replacement (just after the check engine light came on from a trip across the river to [redacted] in Richmond that resulted in the car being towed to [redacted] Service by [redacted]). [redacted] of West Broad Collision Center, was notified by [redacted] of [redacted], of the issue but declined to assist in any of the repair costs even though [redacted] and [redacted] have offered to pay a combined two thirds of the expense.Desired Settlement: I fully believe that the root cause of the issue originated at West Broad Collision Center from an improperly placed radiator hose clamp, very little mileage has been put on the car between the repair done by West Broad Collision Center and the damage that occurred (confirmed by [redacted]) and at the very least West Broad Collision Center should contribute a third of the expense to replace the damaged engine. [redacted] owns both businesses and this concern should be worked out between West Broad Collision Center and [redacted] without further efforts on my part.

Business

Response:

I have investigated this issue further. All of the service records were pulled and reviewed. According to our records we repaired the vehicle on 4/10/2012 the milage was 21329. The vehicle was inspected at [redacted] on 10/31/2012 and the milage was 30060. A multi point inspection was performed and states fluid levels were checked with no issues found. The customer states to [redacted] at [redacted] that the next 5000 mile service was done at another location. I assume no issues were found. The vehicle returned to [redacted] on 3/23/14 and the milage was 39452. Another multi point inspection was performed with no issues found. The vehicle was taken to [redacted] on 10/1/14 and the milage was 43487. The fluid levels were checked once again with no issues found. If there was a coolant leak and the levels were low, it would have been brought to the customers attention and stated on the customer receipt. Our limited lifetime warranty is for workmanship issues only. The customer drove the vehicle for over 20,000 miles with no issues. Our warranty does not cover maintenance issues. This issue does not apply to [redacted] limited lifetime warranty and will not be covered.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[redacted] limited lifetime warranty does not state that it is for "workmanship issues only" even though workmanship should cover putting parts back into their proper place after a repair. It shouldn't matter if it was 2000 or 20,000 miles, the cooling system is supposed to be a sealed system without leaks. It was determined by a [redacted] that as a result of a slow, undetected leak caused by the improper placement of a hose clamp (on the underside of a visibly good hose) by [redacted] that the engine overheated and significant damage was done. Looking directly into the radiator after removing the cap does not reveal the actual coolant levels and as previously stated typically only the coolant reservoir is checked (along with oil, transmission and brake fluids) when referring to "fluids".

[redacted] failure to take at least partial ownership of the issue when [redacted] and [redacted] each offered assistance leads me to believe that [redacted] has no intention of honoring a warranty for anything other than paint and putty regardless of what repairs are made which should be clearly stated in their Labor Warranty. The final cost of repairs to replace the engine came to $2,364.72 (after [redacted] each made a contribution) and I still believe that [redacted] should pay that amount since the issue originated from work done in their shop.

Regards,

Review: On January 8, 2015, my father went to West Broad Collision Center to obtain a quote for cosmetic damage on my [redacted]. At that time, [redacted] provided a quote of $1,000 to repair the damage. As an alternative, [redacted] said the Collision Center could touch up the damage for $100-$200. I decided on the second option and my father called [redacted] on January 20 to schedule the repair for January 26. I dropped off my vehicle on Sunday night (1/25) for the repair. On Monday, my father tried contacting [redacted] for an update to no avail. Finally, my mother got through to him and he told her that they no longer do touch up at the Collision Center. He said they had not been doing touch up for weeks now yet only a week ago he had scheduled my car for touch up work. He then told my mother that he would touch up the damage himself. My parents were able to pick up the car the next day (1/27). [redacted] brought my mother to my car and told her that no one knew that he had done the touch up so she needed to keep quiet. The actual touch up was very poorly done and worsened the damage. It appears that [redacted] did it in hopes of making some extra money which he did not receive. I have since reached out to him to undo his work as his manager said he would and he has not responded.Desired Settlement: I would like him to remove the touch up paint and return the car to the state it was prior to his work. Also, I would like compensation for travel to and from the Collision Center and the days I was without a vehicle.

Business

Response:

This vehicle was brourht to us by the customers father for an estimate. We wrote the estimate and the customer stated it was to expensive and wanted a touchup. [redacted] quoted him a price and the vehicle was left here for repairs. We had stopped doing touchups because customers have not been happy with the results. [redacted] was not aware of this change in our policy. He felt bad for the customer and touched up the vehicle on his own time and at no charge. He absolutely did not do this for extra money. The customers mother called me a week ago and I explained this to her and I offered to wipe off the touch up. She stated she would speak with her daughter about this. West Broad Collision Center will pay no traveling time nor reimbursement in any way for a repair that was done in good faith and at no charge. [redacted] did email [redacted] yesterday and he did not respond because he was off and did not return to work until noon today 2/11/15. In her email she wanted to know when we were going to remove the touchup at her residence. I have attached her email in my response. West Broad Collision Center will not be going to her residence.The offer still stands to remove the touchup paint at no charge.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am not satisfied with the resolution because it involves me bringing my car to the Collision Center again and going without my car at my expense when the company is at fault. They need to take responsibility for their actions and not further inconvenience me.

Regards,

Review: We dropped our car off on 1-27-15 for minor repairs. It was not ready until 2-20-15. Twenty five days for just $2624 in repairs! Everyone knows they charge just about that much just to change a headlight. My insurance agent told me they have a history of taking way too long to do repairs.[redacted] rent a car was in the same building, in the same fenced in lot. Hmmmmmm. [redacted] charged us $822, $222 above our rental max. When I called West Broad Collision to talk about it, it took two phone calls on two days to talk to the one in charge of disputes and I still had to wait for someone to call me back. Terrible service! Then someone else called me back saying I needed to drive the 40 miles back to talk to the "REAL" person in charge of diputes. Poor service. Then he tried to belittle me and make it my fault for not coming back in even after I told him I was disabled.Desired Settlement: I would like them to pay the $222 I had to pay [redacted] because West Broad Collision took too long to make the repair. I should not have to bear the cost because they took their time

Business

Response:

This customer had his car towed in on 1/27/15. He did not have an appointment. The insurance company was here the same day. We had the vehicle in our system and parts ordered by 1/30/15. Parts came in on 2/4/15 late in the afternoon. We started repairs on 2/5/15 and additional damages were found. We sent the insurance company a supplement on 2/6/15 and received the ok to continue on 2/10/15. The additional parts came in the same day. The car was in the repair shop for two days and went to paint on 2/13/15. The paint shop had the vehicle painted and ready for assembly on 2/16/15. Keep in mind we do not work weekends. We were closed on 2/17/15 due to the snow storm and did not reopen until 10:00 on 2/18/15. We reassembled the vehicle on 2/19/15 and sent it to the mechanical shop for wheel alignment on the same day. On 2/20/15 the vehicle was cleaned, quality controlled and the customer was called for pick up. The customer is upset because his insurance policy has a rental cap and he ran out of rental. Mr. [redacted] wife signed a copy of our policies before the repairs started (see the attached file). He called [redacted] after the repairs were complete and stated he wanted West Broad Collision Center to Pay $200.00 of his rental cost. [redacted] explained the time line to the customer and we would not be responsible for rental reimbursement. The customer was not happy with the response and stated he was going to write bad reviews about our shop. The call was ended. [redacted] came to me and explained what happened. I immediately investigated the issue and called the customer. Upon speaking with the customer I stated according to our notes we had done nothing wrong to warrant rental reimbursement. I informed the customer we had a time line of the vehicle repairs and invited him to stop by to further discuss the issue. He stated the reasons he could not come to our shop and told me that he was retired and had all the spare time to write negative reviews, have a class action lawsuit, call 12 on your side and go to [redacted] to tell all of his friends about our shop. He said we would be better off paying the $200.00.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

West Broad Collision Center offered no solution, they only put their spin on the complaint. Yes, we did not have an appointment. My wife did not have an appointment for her wreck either. I'm sure the majority of their customers do not have appointments, that is just the nature of their business. They just feel the need to try to belittle me. The car was towed into their shop early on the 27th and our insurance agent was there that morning, so why did it take four days until the 30th just to order the parts? The parts came in on the 4th but again they waited until the 5th to finally start to fix it. They found new damage on the 5th but waited once more until the 6th to contact my insurance agent...another day lost! They say they did not get the ok to work until the 10th but my insurance agent told me he gave the ok on the 9th at 8:30 a.m. more time lost. Parts came in on the 10th but they waited until the 11th to start....more time lost! They pained it on the 13th but it was not ready to reassemble till the 16th. What professional collision shop does not have a drying room? More time lost! They waited until the 19th to reassemble it...three days after it was ready, more time lost! They did the wheel alignment in the early afternoon on the 19th but it still took another day to clean it.....REALLY? I talked to Lawrence first because he was the one I was told that had the authority to talk to me. I called on two days to talk to him and I still had to wait hours for him to get around to calling me. Poor service! The second person called me after I talked to Lawrence and he wanted me to come in and talk to him. I explained that I had already talked to Lawrence and that I had a form of Muscular Dystrophy and that it would cause me pain to come in, plus I lived around 40 miles away. He still tried to belittle me for not coming in. Just what could he say to me in person that he could not say over the phone? Twenty five days to fix a loose bumper!!!!! I can't help but wonder if they have some kind of deal or connection with [redacted]r next door. I wish the B.B.B. would look into that. $2624 to fix it is nothing in the car repair world but it still took TWENTY FIVE DAYS! Enterprise got $822.00. I will NEVER, NEVER use West Broad Collision Center again. Yes I did say I would spread the word about the poor service we received. I feel it is my duty to warn others about the poor service we got but he once again took the opportunity to belittle me. I wrote a poor review on his [redacted] site and we went back and forth for days on it. If he spent more time taking care of customers and less time on [redacted] maybe his customers would get the service that they pay for. Like I said before, POOR SERVICE!

Review: About two weeks ago I came in for an estimate for repair of a dent and scratch on my car. Everything went fine. I called later that day to make an appointment to drop my car off the following week. I was told they didn't open till 8 am but they had a night owl drop box and I could fax my paperwork ahead of time and leave my key in the box before they opened. On the day of my scheduled appointment, I arrived around 7 30 to pick up my rental car. On my way out of the lot, I dropped my key and a second copy of my paperwork into the appropriate night owl box. Around 4:30 in the afternoon I became concerned that I hadn't heard anything from the repair shop so I gave them a call ( I clocked out at work to do this). I introduced myself to the women who answered the phone as the owner of the [redacted] who had dropped of for my appointment. She then informed me that they had never received my key. I explained to her that I had placed it in the night owl box. She stated that I had probably put it in the wrong box and she would send someone to look for my key now. I then described the location of the key box and was assured that I had used the correct lock box. At this point I was upset and clarified that my car had been sitting in their parking lot all day and no one had looked at it or bothered to call me as to the location of my key. The woman confirmed that this was the case. I then informed her that my insurance was only covering 4 days of rental car, which is the amount of time I was told it would take. This delay in work pushed back the timeline so now it would take 5 days, oh but one of those days was a Sunday, so now I was at 6 days of a rental, 2 of which would not be covered by insurance. I asked what she could do to fix this situation, and she said she would transfer me to her "team leader". The call went to his voice mail. I left a message explaining the situation and asking for him to help fix the problem. I then called back to the front desk and asked when he would arrive in the office in the morning, was told 8 am, and then asked if my keys had been located. She stated that someone was going to the lockbox now to look and they would call me back shortly to let me know if they had located them. I never heard back from them that evening.

The next morning I waited till 9 am to give the team leader time to get in the office and listen to my voicemail. I promptly clocked out of work at 9 to get on the phone (again losing time from work). I asked the woman at the front desk to please direct my call to the team leader. When, [redacted], I believe was his name, picked up, I introduced myself and asked if he had gotten my voicemail. He stated that he had, and that he had returned my call yesterday and left me a voicemail. I stated that I had no missed calls and no voicemails, and I asked him what he had said in the voicemail. He then proceeded to ask me what time I had left my key in the drop box. I told him that it was probably about 7:40 in the morning when I placed my keys in the box. He then stated that that was the problem. He had checked the box at 7:30 and never checked it again all day. I told him that I did as I was told when I made the appointment and placed my keys in the lockbox. Their lights were off, the closed sign was up and the door was locked so I put my key in the lockbox as I was instructed. He then told me that it wasn’t his problem, he had checked the lockbox once for the day, which is all that was required of him by his manager and it was my fault if the key wasn’t in there by 7:30 when he checked it. I then asked him was he expected people to do with their keys in the time between when he checks the lock box and the time the shop opens. He then stated he figured that if it was after 7 30 people would probably just wait in the parking lot till they opened. I told him that this situation was not my fault, they were closed and I had done as instructed, and was now incurring 2 extra days of car rental my insurance would not cover. He then stated, “What do you want me to do, I’m not paying for your car rental”. At this point I was quite flabbergasted at both his demeanor with me and his unapologetic nature for the situation. I told him that I would be taking my car elsewhere and would be in to pick it up shortly. When I arrived at the shop, they were far from warm or apologetic. I told the woman at the desk that I was picking up my key and gave her my name. She pulled out a folder with a large red slash across it and handed me my key with no words, no apology for the situation or any actual acknowledgement at all.

I then called my insurance to explain the situation and find a new repair shop. I lost two hours of time at work between phone calls and picking my car up and moving it to a new repair shop.Desired Settlement: In addition to an apology, I am hoping that [redacted], the owner of this body shop will become involved. This is the THIRD time I have had customer service issues with a [redacted] owned business. I would like the company to reimburse me for time lost from work dealing with their inept customer service.

Business

Response:

West Broad Collision Center sincerely appologizes for any inconveniences the customer has experienced. The customer had on her paperwork that she would be here by 7:30am. The night box was checked and the keys were not there. If they were placed in the box later than stated a phone call later that morning could have prevented this situation. Since the customer chose to take her vehicle to another body shop with out our shop doing any repairs, we will not be compensating the customer.

Do NOT get your car repaired at West Broad Collision. Take warning at all the 1 star reviewers on all the other sites. Their lack of customer service, professionalism, ownership for their mistakes is completely BAFFLING (ex: screening my calls). They not only misrepresented what the 3rd party's insurance agency communicated to them, but they also refused to own up to their mistake and make amends, even after speaking directly with their general manager, Stuart H[redacted]. PLEASE, save your time, money and energy and find another body shop.

I used this company to repair my [redacted] after a recent accident. I found them to be very efficient, prompt, and convenient. They dealt effectively with my insurance company and kept me well informed. They are good about using email and they are very good about answering the phone. The proximity to [redacted] car rental was very helpful as well. My car looked great when they were done.

Review: Due to problem with the original manufacturer paint for my [redacted] I took my car to West Broad Collision Center

as they are the dealer repair shop. My [redacted] has not been in an accident. just needed the hood painted to prevent further deterioration of the paint.

West Broad Collision Center gave me a preliminary estimate to paint the hood and they said the fenders would also need

to be painted to match color.

I dropped my car off on Monday and Thursday the called to said there would be an additional charge of $20. as they had to remove mud guards and this was not in the original estimate they had given to me.

They said the estimate includes statement there may be additional charges for hidden damages"

There was no hidden damage as the car has never been in an accident. They were just painting the hood and fenders

so they should have know what was required to complete the job. If removing the mud guards is a requirement to paint

the fender the estimator should have been aware of this and included in the original estimate. He looked at the car before

he wrote the estimate.

I should not be penalized for the estimator's failure to include all charges required to perform the paint job for which

we contracted.Desired Settlement: Refund $20.00 Charged for removal and replacing mud guards on front wheels.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], 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. If the company does not perform as promised I can get back to you at: [email protected].

Regards,

Business

Response:

When we wrote the customer an estimate, a few small items were mistakenly left off of the estimate. We called the customer and expllained what happend and she agreed to pay the additional charge. When the customer came to pick up the vehicle is when she decided she did not want to pay for the repair that she agreed to pay for. To keep the customer happy, I will gladly refund her $20.00. I have contacted our accounting department to mail out the refund.