Airpark Collision Center

[redacted] has reached out to customer and apologized.  We have offered customer a complimentary detail at a professional detail shop at our expense-a $200 value.  If customer is not interested in detail we are willing to take suggestions for compensation from her. Again, we are unable to split her deductible with her, as that is unlawful and against our [redacted] agreement. Again, as a family owned shop we take customer service very seriously.  She is welcome to call and speak with [redacted] at anytime to resolve this issue.

We have reviewed the customer’s statement and apologize for the experience.  I would like to address the concerns the customer mentioned in her complaint.  Initially the customer’s insurance company thought her car was a total loss, and sent her car from Arizona to New Mexico...

for auction.  It was decided after the car was in New Mexico to repair the car and send it back to Arizona and to Airpark Collision Center.  Unfortunately, during this time period rental car costs may have accrued.  On December  16th,  ,the customer came in and signed a repair authorization.  She called us back and said do not start the repair because I might cash out and not go forward with the repair.  On 12/17/13 she called back and told us to go ahead with the repairs.  Therefore, 12/17/13 was the start date.

The damage on the car totaled $12,505.00, not $5000.00.  During the accident the side air bag deployed from the side seam in the seat, there by damaging the seat cover.  (We did not damage it.) I do have a photo of the airbag coming out of the seat cover if needed.  Being a costly repair over 60 parts were ordered.  We did overlook the seat cover and ordered it as soon as we realized. 

It is unfortunate that the customer’s rental car coverage was limited.  We know that paying a rental car on your own can be expensive!  Unfortunately, we cannot rush repairs because of rental car coverage running out.  Besides making sure a vehicle is repaired aesthetically, we have to make sure its repaired back to safety standards and drives correctly. We assume a huge liability and take our jobs seriously.  The customer’s insurance agent did ask for us to pay for part of her rental, and we would have if we took longer than allotted by the insurance company.  According to the amount of work, the insurance company had allotted us until 1/15/14 to finish the car.  The car was returned to the customer on 1/09/14. Therefore, we repaired the vehicle ahead of schedule.

I would like to clarify that the frame rail was not bent.  The customer may be confusing this with the engine cradle, sometimes referred to as a subframe.  The vehicle was damaged so badly we couldn’t drive it, when the body work was complete we drove it to a sublet mechanic shop for an alignment, at this time they found the engine cradle was damaged.  When an engine cradle (subframe) is damaged you wouldn’t know it until the car undergoes an alignment.  Fortunately, we were still able to beat our target date.

The customer mentioned that the gal in our office updated her frequently of progress, we wish the customer would have expressed her concerns at this time.  Unfortunately, the first we heard of the problem is through this Revdex.com concern. We are deeply sorry that we were unable to split the customer’s deductible with her.  State law and our agreement with her insurance company prevents any body shop from splitting, waiving, and discounting customer deductibles.  The customer did pick up her vehicle on January 9th and we did do a complimentary interior and exterior cleaning prior to her arrival.  No mention was made that she was unsatisfied.  We always encourage customers to share with us any concerns, because we truly are a customer oriented company and want to resolve any issues.  In fact, that is why we call our customers frequently so that we can avoid any misunderstandings and address any concerns.  We know that car repair can sometimes be confusing, and we are always willing to take the time to explain. However in this case, we met our deadline and in no way caused this customer to have her vehicle in the shop longer than necessary.  We encourage all customers to talk with their insurance agent and make sure they are adequately insured with rental car coverage and are comfortable with their deductible. Again, we are very sorry that the consumer felt she was not treated well.  I have reached out to her to talk about a form of compensation and am awaiting a call back.

Thank you for taking the time to write a review. The estimate was written by [redacted], not Airpark Collision Center. The insurance company paying for the repair chooses whether to use factory or aftermarket parts. Because we are a customer oriented company we reached out to [redacted]...

[redacted] on the customer's behalf and explained his dissatisfaction with the aftermarket part. Approval was obtained and the factory/OEM part was installed on 8/27/14. Photos taken by the insurance company prior to the vehicle's arrival to our facility show unrelated damage to the claim. We will continue to assist customer as needed and strongly encourage him to confirm this information with [redacted].

I have reviewed the response 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.

Regards,

I have reviewed the response 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 have read Airparks letter & I disagree with the majority of it. Lucky for them they had no limit of wording on there answer as I couldn't really put everything in y complaint because I kept running out of available letters.Very first statement is incorrect- they did not send my car to New Mexico - the person at Salvage yard said he thought it was in New Mexico when I sent Airpark to get it on Friday Dec 13- but according to [redacted] claims he was mistaken& car was there.The car wasn't picked up on Dec 16th until later in day- I stopped on my way home from work at 4:00pm & signed paper for repairs - that's when I was assured there was only $5000.00 damage & the estimated time frame by [redacted].  I even made him walk out to car & look at it because I thought that amount was very minimal as to the damage on my car. He acted like I was stupid & said " Oh no there's not that much damage"  These people are supposed to be professionals & should be able to tell by looking at vehicle the amt. of damage.  I received a call on my way home from a friend who had used Airpark & was very dissatisfied with service, so I called & told them to hold off that I may take it elsewhere-- NO mention of "cashing out"!! Why would I do that - its a $35,000.00 car!! & it was undriveable.  After checking with a couple other collision centers & claims dept- called right back & said to go ahead with repairs- so that had NO impact on start date.The time they were allowed by [redacted] must've increased on a daily basis as they kept finding more things wrong, but I was not updated on extent of repairs except when they finally told me about subframe  or whatever they are calling it now- that what I was told -didn't make it up. As for the seat cover - [redacted] told me it was ordered originally, but as stated in letter it was not- another tall tale from these people.  How can you have faith in repairs when mechanic left a piece of your car on work bench for 2 days & didn't notice? As for washing my car - that's a laugh The greasy finger prints are still on window frame &  they never even cleaned the tires. If you  are repairing a vehicle -why would it be complimentary to wash it?  This company is a joke & I will tell everyone I know they are & I have reported to my claims adjustor.As for the rental car- they took way longer than they told me & kept changing the dates- They feel they couldn't help me out by splitting it - that just another bad customer service decision on there part. Doesn't change the fact they did a lousy job & with the exception of Linda the receptionist -in my opinion have absolutely no customer service skills.As I have stated - I took my car to Acura dealer & had the rear window seal fixed & made sure it was mechanically ok. I received one message from a [redacted], but have not heard back-& truthfully after reading the falsities in there response - I am not going to submit myself to there Holy than thou attitude anymore.  I did let them know of my dissatisfaction more than once.- so that's another lie. [redacted]

I was very pleased with the work that Airpark Collision did on my 2014 Explorer. [redacted] gave me an estimate and the time that would be required to do the repairs. Not only did they come in under the estimate, they completed the job a day early. Since my car was under warranty [redacted] went out of his way to point out some things that I needed to address with the car dealer. I had not noticed them and appreciated him calling it to my attention. Airpark Collision personnel were very professional and attentive to my needs. I highly recommend them.

My experience with Airpark Collision Center was excellent. Immediately after receiving my estimate from the insurance company, I decided to drive right up to this place (close to my work) to get some help! I said a couple sentences and [redacted] had the confidence to make it sound so easy. He ordered the parts I needed and received them within a few days. I was able to drop my Jeep off the very next morning after he received the parts. They took care of everything. By the end of the day, I was able to drive away, super happy. The team even had the Jeep washed and vacuumed. Although, I hope to not end up in another fender bender, if I ever do get in another accident, I'm going back to Airpark Collision Center. The experience was stress-free, and when your vehicle is damaged, that's all you can ask for. I can't thank this team enough for making it so easy!

Review: They caused additional damage to my vehicle, on the drivers side finder and on the passenger side mirror. I have pictures of the car just before it was towed to the shop proving that the damage was cause by AirPark Collision Center.Desired Settlement: I am going to take my car to a different body shop would like Airpark Collision Center to pay for the cost or repairing these additional damages they caused.

Business

Response:

Thank you for taking the time to write a review. The estimate was written by [redacted], not Airpark Collision Center. The insurance company paying for the repair chooses whether to use factory or aftermarket parts. Because we are a customer oriented company we reached out to [redacted] on the customer's behalf and explained his dissatisfaction with the aftermarket part. Approval was obtained and the factory/OEM part was installed on 8/27/14. Photos taken by the insurance company prior to the vehicle's arrival to our facility show unrelated damage to the claim. We will continue to assist customer as needed and strongly encourage him to confirm this information with [redacted].

Review: After having an accident & waiting several days for my insurance company to decide my vehicle was repairable - I chose Airpark from Insurance Co. list #1 close to my job #2 advertised working on luxury vehicles. My car was taken to Airpark on Dec 16th. I stopped to check on status etc. The gentleman in charge of my claim was [redacted]. Immediately after meeting & speaking to him my instincts told me to take the car elsewhere. He was arrogant & condescending when I asked about the extent of repairs stating "Oh there's minimal damage- only about $5000." When I explained the rental car coverage I thought was on my ins. policy was not & I had already had rental for 10 days & was there anyway they could rush repair - he said they had 40 hrs. allotted for repair & usually 3 days for parts so that's what they would be taking. He was very uncaring of my situation. I also asked about the frame as I thought the car was going to be totaled & so did 1st person at Insurance claims. The repairs were not completed before Xmas but the gal in office did call daily to update me on progress. 1st delay was seat cover that was not on original estimate, but when questioned [redacted] said it didn't show up till ordered-I believe they damaged it. I was told on 12/26 that the vehicle should be ready on 12/30. It was going to paint shop & then for alignment.That date came & went and I was told it didn't make it to alignment shop & that they both would be closing early on 12/31 so it would probably be ready 1/2. I got a call on 1/2 afternoon from [redacted] telling me that the alignment people found sub frame bent and it had to be overnighted. My agent [redacted] called [redacted] to find out why it took them 3 weeks to figure out frame was bent & if they could help put with rental since they were taking so long. [redacted] told him he'd have to talk to owner. They refused & said they didn't take too long. I got my car back late afternoon 1/9. The car was barely washed, tires filthy & they left pc.front bumper on bench. Not A rating co.Desired Settlement: I feel this company did not pay attention to detail even though they had my car for 25 days. They showed little to no customer service & I have complained to my Ins. Agent& asked they be taken off the recommended list, as I will be also relaying to claims when they contact me about service. No room above to detail all the issues including the greasy finger prints all over my window trim & the weather seal falling out of passenger window after I opened it once. Should have split deductible.

Business

Response:

We have reviewed the customer’s statement and apologize for the experience. I would like to address the concerns the customer mentioned in her complaint. Initially the customer’s insurance company thought her car was a total loss, and sent her car from Arizona to New Mexico for auction. It was decided after the car was in New Mexico to repair the car and send it back to Arizona and to Airpark Collision Center. Unfortunately, during this time period rental car costs may have accrued. On December 16th, ,the customer came in and signed a repair authorization. She called us back and said do not start the repair because I might cash out and not go forward with the repair. On 12/17/13 she called back and told us to go ahead with the repairs. Therefore, 12/17/13 was the start date.

The damage on the car totaled $12,505.00, not $5000.00. During the accident the side air bag deployed from the side seam in the seat, there by damaging the seat cover. (We did not damage it.) I do have a photo of the airbag coming out of the seat cover if needed. Being a costly repair over 60 parts were ordered. We did overlook the seat cover and ordered it as soon as we realized.

It is unfortunate that the customer’s rental car coverage was limited. We know that paying a rental car on your own can be expensive! Unfortunately, we cannot rush repairs because of rental car coverage running out. Besides making sure a vehicle is repaired aesthetically, we have to make sure its repaired back to safety standards and drives correctly. We assume a huge liability and take our jobs seriously. The customer’s insurance agent did ask for us to pay for part of her rental, and we would have if we took longer than allotted by the insurance company. According to the amount of work, the insurance company had allotted us until 1/15/14 to finish the car. The car was returned to the customer on 1/09/14. Therefore, we repaired the vehicle ahead of schedule.

I would like to clarify that the frame rail was not bent. The customer may be confusing this with the engine cradle, sometimes referred to as a subframe. The vehicle was damaged so badly we couldn’t drive it, when the body work was complete we drove it to a sublet mechanic shop for an alignment, at this time they found the engine cradle was damaged. When an engine cradle (subframe) is damaged you wouldn’t know it until the car undergoes an alignment. Fortunately, we were still able to beat our target date.

The customer mentioned that the gal in our office updated her frequently of progress, we wish the customer would have expressed her concerns at this time. Unfortunately, the first we heard of the problem is through this Revdex.com concern. We are deeply sorry that we were unable to split the customer’s deductible with her. State law and our agreement with her insurance company prevents any body shop from splitting, waiving, and discounting customer deductibles. The customer did pick up her vehicle on January 9th and we did do a complimentary interior and exterior cleaning prior to her arrival. No mention was made that she was unsatisfied. We always encourage customers to share with us any concerns, because we truly are a customer oriented company and want to resolve any issues. In fact, that is why we call our customers frequently so that we can avoid any misunderstandings and address any concerns. We know that car repair can sometimes be confusing, and we are always willing to take the time to explain. However in this case, we met our deadline and in no way caused this customer to have her vehicle in the shop longer than necessary. We encourage all customers to talk with their insurance agent and make sure they are adequately insured with rental car coverage and are comfortable with their deductible. Again, we are very sorry that the consumer felt she was not treated well. I have reached out to her to talk about a form of compensation and am awaiting a call back.

Consumer

Response:

I have reviewed the response 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.

Regards,

Consumer

Response:

I have reviewed the response 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 have read Airparks letter & I disagree with the majority of it.

Lucky for them they had no limit of wording on there answer as I couldn't really put everything in y complaint because I kept running out of available letters.

Very first statement is incorrect- they did not send my car to New Mexico - the person at Salvage yard said he thought it was in New Mexico when I sent Airpark to get it on Friday Dec 13- but according to [redacted] claims he was mistaken& car was there.

The car wasn't picked up on Dec 16th until later in day- I stopped on my way home from work at 4:00pm & signed paper for repairs - that's when I was assured there was only $5000.00 damage & the estimated time frame by [redacted]. I even made him walk out to car & look at it because I thought that amount was very minimal as to the damage on my car. He acted like I was stupid & said " Oh no there's not that much damage" These people are supposed to be professionals & should be able to tell by looking at vehicle the amt. of damage.

I received a call on my way home from a friend who had used Airpark & was very dissatisfied with service, so I called & told them to hold off that I may take it elsewhere-- NO mention of "cashing out"!! Why would I do that - its a $35,000.00 car!! & it was undriveable. After checking with a couple other collision centers & claims dept- called right back & said to go ahead with repairs- so that had NO impact on start date.

The time they were allowed by [redacted] must've increased on a daily basis as they kept finding more things wrong, but I was not updated on extent of repairs except when they finally told me about subframe or whatever they are calling it now- that what I was told -didn't make it up.

As for the seat cover - [redacted] told me it was ordered originally, but as stated in letter it was not- another tall tale from these people.

How can you have faith in repairs when mechanic left a piece of your car on work bench for 2 days & didn't notice?

As for washing my car - that's a laugh The greasy finger prints are still on window frame & they never even cleaned the tires. If you are repairing a vehicle -why would it be complimentary to wash it? This company is a joke & I will tell everyone I know they are & I have reported to my claims adjustor.

As for the rental car- they took way longer than they told me & kept changing the dates- They feel they couldn't help me out by splitting it - that just another bad customer service decision on there part. Doesn't change the fact they did a lousy job & with the exception of Linda the receptionist -in my opinion have absolutely no customer service skills.

As I have stated - I took my car to Acura dealer & had the rear window seal fixed & made sure it was mechanically ok.

I received one message from a [redacted], but have not heard back-& truthfully after reading the falsities in there response - I am not going to submit myself to there Holy than thou attitude anymore.

I did let them know of my dissatisfaction more than once.- so that's another lie.

I would recommend Airpark Collision Center to others. They were friendly and helpful in getting my insurance claim work done in a timely manner, and kept me informed of their progress and expected completion date. They did a great job with the body work and painting -- you can't even tell my car was ever hit.