1 Collision County Line

Review: My vehicle was in a collision and was repaired at the business listed. The parts should have a lifetime warranty, I have since relocated out of state and have tried to contact the business to inquiry about the warranty and obtain reimbursement. No one has returned my emails or phone calls.Desired Settlement: Pay the cost of replacement front struts.

Business

Response:

To whom it may concern,Today, January 23, 2015, at approximately 8:30 I received a message from one of our employees that Ms. [redacted] had called today stating that she had a potential warranty claim on her 2006 Chevrolet Malibu repaired by our company in 2012. I returned her phone call promptly at about 10:30 this morning and told her that the parts that she thought we replaced (both front struts) were in fact not worked on at all. We replaced a few other pieces on the passenger side of her front suspension, but not the struts. I even offered to take a look at the vehicle for her, at which point she stated that she no longer live around us. I emailed her a copy of our final bill as documentation that we did not in fact ever replace the struts in question. Furthermore, we only did work on the passenger side of her vehicle, and since she is stating that she would need both struts for replacement, there is no way that the collision would have even necessitated work on both sides since it was isolated to the passenger side.Ms. [redacted] also states in her claim that she emailed and tried to call us previously without returning her call. I have no such emails (the address is [redacted]) in my account and this is the first phone call I received about the issue today. I would ask that Ms. [redacted] provide proof of such emails if they were in fact sent, as I show nothing in my regular email folder or spam folder. I called her within two hours of getting the message in reply, which is more than prompt for the first time hearing about this. I do not know what else I could have done differently to handle this communication more fairly.In conclusion, the first time I heard about any potential issue was today, and I feel I responded in a more than reasonable amount of time (about 2 hours). Also, the worksmanship issue in question is nothing that we actually did, so we cannot warranty something that was never worked on . I've attached a copy of our final bill for reference, which is the same bill that I sent to Ms. [redacted]. After I received this, I contacted Ms. [redacted] for clarification on the communication, at which point she told me that she had emailed me and a previous employee (who no longer works for us) at our old emails on our old website. I hope the Revdex.com understands that we communicated in a timely manner a situation that wouldn't have been covered anyways. Thank you, [redacted]

I had a GREAT experience with 1 Collision County Line. My suv was in a head-on collision and I thought it was headed for recycled parts but now it's like new. [redacted] and his team were awesome and I thank them for making my car look just like the day I purchased it! Thanks a bunch for your outstanding service.

Review: I brought my car in last August to 1Collision County Line to get fixed after my accident and everything seemed fine when I got it back. This May, on Mother's Day it wouldn't start. It took me 4-5 tries to get it to turn over so I could finally get to where I needed to be that day. Well a few days later, that following Wednesday, I had the same issue except it would not start. I tried replacing the battery thinking that was the issue, but even with a new battery it still didn't start. I found that the only way I could start the vehicle was to jump start it with another vehicle. I took it into the nearest Honda dealership since I didn't want to risk it dying while driving out to [redacted] from [redacted]. It took them two days, and cost me $136.02, to find the issue and the issue was that the ground point was painted over after the accident. I told them about the accident and that I had it fixed at 1Collision and they recommended that I contact the shop about this. So I contacted [redacted] asking if this would be under the repair warranty. He called me back the next day and asked me to send him the invoice I received from the dealership, but did not say one way or another if it would be covered under the warranty. I sent the invoice to him right away and he said he would get back to me the next day, but did not. I waited about a week and a half to two weeks, giving some time to look into things or thinking maybe something major came up, and still did not hear anything. June 16th he said he would contact me the next day, and did not call this day either.

I have been contacting him though emails so that I have a paper trail and proof that I have tried to get this resolved one way or another. I have only had two responses since I first contacted him mid-May and the end of July. I feel I have given more than enough time between contacts to receive a response and decided to escalate this situation to [redacted] of 1Collision Network, on July 29. I received an email from [redacted] on August 1 saying that he spoke with [redacted] and that he would contact me the following Monday, August 4. This date has come and gone and there is clearly nothing happening with my situation and I am at somewhat of a loss of what to do further, hence why I am contacting the Revdex.com.

I am a former employee of 1Collision Network so decided to give them my business over going to a auto body shop recommended by my insurance. I worked under [redacted] who is the 1Collision [redacted]. As a business owner/manager, I would think there would be a higher level of professionalism and a desire to have happy customers who would refer others to your business. After this whole situation, I would sadly never recommend them to anyone.

The dates of contact are as follows:

[redacted]: May 19 (original complaint via 1Collision County Line website), May 20 (email responding to the requested information from Jim, i.e. the invoice from the dealership and contact information), May 27 (follow up email), June 13 (follow up email), July 15 (follow up email), then July 29 escalated to [redacted]: May 20th (phone call and email requesting information about the dealership repair), June 16 (email stating he would call me the next afternoon but failed to do so), August 1 (email stating he told [redacted] he would contact me August 4, failing to do so yet again. I replied to this email stating that I looked forward to hearing from him on the 4th, to confirm receipt of the message).Desired Settlement: Ideally, I want my $136.02 reimbursed for the service I had to get done to my vehicle because of an inferior repair. If this can't be done and somehow isn't covered under the warranty through 1Collision County Line, then I would at least like to know that I am just out of luck. I just want an answer and ideally a refund.

Business

Response:

On August 4th, I had sent a reply email to the customer stating that we would be happy to refund the money for the small amount of paint that was on the battery ground, even though we hadn't seen the issue nor had time to diagnose it on our end. I was waiting for a reply on how we should take care of it, but had not gotten anything back from the customer. I have followed up again with the customer to get it taken care of.

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I received an email last night from 1Collision stating that I was sent an email on August 4th, however, I did not receive it. I even checked my spam folder for it and there was nothing. Not sure where it got intercepted! But I replied to this email letting them know I did not receive the one on August 4th and provided the necessary information to receive the refund. I still believe over two and a half months to come to a simple resolution is ridiculous and there was more than enough time for them to diagnose the issue on their end in that time.