Arlington Collision Center

Review: Three major problems.

1) We were provided an estimate for body work and then when we brought the car in that estimate doubled because the service rep had "forgotten" to include a key item. At that point. we had already arranged the rental car and we needed the repair finished.

2) The repair was supposed to take 3-4 days and it took 8 days. We brought the car in on Tuesday, September 3. When we called on the fourth day (Friday, September 6), we were informed that it should be ready later that day. It was not ready until Wednesday, September 11. We paid double what we should have for a rental car.

3) The car was returned to us in unsatisfactory condition. All of the programmed radio stations were changed, the gas tank was drained and there was more than 300 miles added to the odometer.Desired Settlement: We should at the very least be compensated for the extra days of rental car service and for the mileage on the car. These are inexcusable.

On the estimate, it should just be noted that this establishment clearly cannot be trusted.

Business

Response:

October 16,2013

Dear Sirs:

We received your letter concerning a complaint #[redacted]. We had already went over everything with the customer and was sure they understood. I will answer all the complaints for you.

1: The original estimate did not include additional damage found after teardown.

A computer glitch on the original estimate left off the price of the bumper.

2: The repair took longer due to the additional damage found. We always explain to our customers of possibility of finding additional damage. There was also a part delay from vendor. The part arrived 9/10 and car was ready 9/11.

3: Condition of car when picked up was a concern. Radio stations are changed due to the battery having to be disconnected. They were reading the mileage on the intial estimate.

We always note the miles when brought in for a estimate. We then schedule them for a later date to bring back the vehicle for repairs. We then note on the file the miles when it is dropped off for the repairs. The manager explained the miles were added to the vehicle after initial estimate. She said she understood. The car had less then 1/2 tank when dropped off as noted in the check-in process. The vehicle had a 1/2 tank of gas when picked up from customer.

Since we value our reputation for quality service we offer a lifetime warranty on all workmanship to our vehicles. The body shop manager [redacted] has talk to [redacted] settle this matter. He also offered a detail for [redacted] car and he accepted this offer.

If you have any questions please feel free to call or email us.

Thank You,