AutoNation Collision Center

This place is horrible and in my opinion shouldn't be in businessMy son totaled his car last weekAfter talking with the insurance company, we received permission to remove our after market stereo and leave the original one with the car before it went to the salvage yardHowever, the AutoNation Collision Center in Oveido wouldn't remove the stereo for usNor would they allow us to remove the stereo while the car was on their propertyWe offered to pay them and also offered to sign a release when they stated they didn't want to be liable if they damaged itwhich is crazy when you consider the fact that they repair entire vehicles Needless to say, we didn't get our car stereo because the cost of removing the car from their property didn't make senseThey made a bad situation worseWe were already $upside down on our auto loan so we wanted to keep the few hundred we had invested in the stereoObviously, they're not very friendly to their potential customers

Complaint: [redacted] I am rejecting this response because:It took nearly four months to get to the point where proper bulbs were installed in my vehicle. My vehicle was originally brought in on October 13th, 2016 for repair and it wasn't until February 9th, 2017 that matching bulbs were installed. On October 13th, or sometime between then and when I received the vehicle back on October 27th, AutoNation should have removed the bulb and attempted to find the proper bulb. If not that, matching halogen bulbs should have been installed before reception. After bringing it to AutoNation's attention that the bulbs did not match, they set out on replacing the halogen bulb they installed during the original repair. Two halogen bulbs could have been installed before reception on October 27th. A light check is preformed before returning vehicles to customers per the service manager. Here, AutoNation should have seen discrepancy. Quality of repair was traded for time. I have come to this conclusion based on the fact that in addition to the other glaring issues with the repair, spare parts were left open and exposed in the engine bay. My insurance agent inspected the vehicle, and upon inspection he found that a service technician left a 3-4" bolt sitting freely on top of the engine. The missing bolt was from the passenger side headlight mount and was replaced with a similar 3-4" bolt, but with different drive head as the driver's side headlight mount. Photographic evidence was taken. Upon one of my return trips to AutoNation, this issue was addressed and the proper bolt was reinstalled. On January 17th the fog light bulb that was trying to be ordered was removed from the fog light assembly so that AutoNation could track down the actual bulb based on the information on the bulb, or a picture according to the response. Per the service manager, a replacement bulb was installed for the time being. Whether or not one was installed is questionable, because I didn't operate the fog lights between that time and when the proper Sirius bulb were installed, however, in that time moisture was able to access the fog light assembly and currently creates condensation on the lens, again distorting the light projection. I'm concerned the moisture may have also further damaged the fog light assembly because of freezing temperatures in the region. Overall, the response is rejected based on the time frame it took to get to this point (118 days), the number of trips I had to make out to the dealership, and the cost of the repair based on the current result. Sincerely, [redacted] ***

Terrible place, they have had my car for weeks, I have been told for a month straight my car will be ready monday, first it was a part they needed then when they got the part it was a worker was missing, when the worker came back then something else, I went to see my car after a month and a half layer and only minor things were done I was told two more days, then that turned into a week, now my car is ready I get off work early to pick it up lost money only to be told it's not ready, but we will drop it to your job tomorrow, IT'S TOMORROW and no call yet no one has answered my calls and I don't get off work till after they closePOOR COUSTOMER SERVICE I give them a F- they all should be fired!

Complaint: [redacted]
I am rejecting this response because:It took nearly four months to get to the point where proper bulbs were installed in my vehicle. My vehicle was originally brought in on October 13th, 2016 for repair and it wasn't until February 9th, 2017 that matching bulbs were installed. On October 13th, or sometime between then and when I received the vehicle back on October 27th, AutoNation should have removed the bulb and attempted to find the proper bulb. If not that, matching halogen bulbs should have been installed before reception. After bringing it to AutoNation's attention that the bulbs did not match, they set out on replacing the halogen bulb they installed during the original repair. Two halogen bulbs could have been installed before reception on October 27th. A light check is preformed before returning vehicles to customers per the service manager. Here, AutoNation should have seen discrepancy. Quality of repair was traded for time. I have come to this conclusion based on the fact that in addition to the other glaring issues with the repair, spare parts were left open and exposed in the engine bay. My insurance agent inspected the vehicle, and upon inspection he found that a service technician left a 3-4" bolt sitting freely on top of the engine. The missing bolt was from the passenger side headlight mount and was replaced with a similar 3-4" bolt, but with different drive head as the driver's side headlight mount. Photographic evidence was taken. Upon one of my return trips to AutoNation, this issue was addressed and the proper bolt was reinstalled. On January 17th the fog light bulb that was trying to be ordered was removed from the fog light assembly so that AutoNation could track down the actual bulb based on the information on the bulb, or a picture according to the response. Per the service manager, a replacement bulb was installed for the time being. Whether or not one was installed is questionable, because I didn't operate the fog lights between that time and when the proper Sirius bulb were installed, however, in that time moisture was able to access the fog light assembly and currently creates condensation on the lens, again distorting the light projection. I'm concerned the moisture may have also further damaged the fog light assembly because of freezing temperatures in the region. Overall, the response is rejected based on the time frame it took to get to this point (118 days), the number of trips I had to make out to the dealership, and the cost of the repair based on the current result.
Sincerely,
[redacted]

AutoNation Collision Center Spokane has resolved the issue with the improper fog light bulbs. At the time we were told that the bulbs were wrong, Mr. [redacted] advised that the lights were from "Kensun LED Headlights. AutoNation contacted Kensun and placed the first order for the proper fog light bulbs....

Once those came in we contacted Mr. [redacted] to have them installed. The bulbs came in wrong and the only way we found out that they were wrong was after we had Mr. [redacted] at the shop to install them. AutoNation contacted Kensun tech support in order to get the correct fog light bulbs ordered. So the second set of bulbs came in and they were wrong. We contacted Kensum Tech support once again and sent a picture of the bulbs to tech support. Kensum came back and advised AutoNation that the bulbs are NOT Kensun. After looking all over the internet we tracked the fog light bulbs down. The company that made the bulbs we were looking for was Sirius Led.

I was in an accident on 8/24/15, and dropped my car off on 8/25. I was handed off to three different associates to take care of my car. Each time I had to re-explain what had happened. Shop did not start any repairs until 9/22. On 10/1 my car was ready, but then the shop ran into several issues with QC, a warning light they could not turn off, detailing my car, etc. My car was finally done on 10/8. Picked up my car and my battery died an hour later. Collision center told me it is common for a battery to become "worn down" in the repair process. Got my car back with repairs that were not fixed that had been discussed prior and with issues to the things they did fix. I took my car to BMW where they found another $2700 worth of damage. Collision center told me it was not their fault that they did not find this in the beginning. Still waiting to hear back from collision center on fixing final issues. I have left several messages, and now believe they are flat out ignoring me.

This place is horrible and in my opinion shouldn't be in business. My son totaled his car last week. After talking with the insurance company, we received permission to remove our after market stereo and leave the original one with the car before it went to the salvage yard. However, the AutoNation Collision Center in Oveido wouldn't remove the stereo for us. Nor would they allow us to remove the stereo while the car was on their property. We offered to pay them and also offered to sign a release when they stated they didn't want to be liable if they damaged it... which is crazy when you consider the fact that they repair entire vehicles.

Needless to say, we didn't get our car stereo because the cost of removing the car from their property didn't make sense. They made a bad situation worse. We were already $2700 upside down on our auto loan so we wanted to keep the few hundred we had invested in the stereo... Obviously, they're not very friendly to their potential customers.

Review: We brought in our vehicle after it was damaged for a repair. The repair was poorly done, and we referred to the lifetime warranty that was given to us when the repair was done. We were asked to give them another chance to do repair work on our vehicle, and then received the vehicle in worse shape than it was brought in after the original repair. There is a piece of plastic molding that has clear pry marks on it and is partially separated from the side of the vehicle. There are imperfections in the paint, surface scratch marks from a poor job buffing the exterior, and they claim to have replaced a piece of plastic on the top of the bumper - which still has the original damage from when we brought it in. We were charged for this part to be replaced, and I consider this theft, as the part was clearly not replaced. The lifetime warranty that was given to us clearly states the following:"All metal repairs and paint work are warranted against defects in material and workmanship for as long as you own your vehicle."We have stated our displeasure with the repair manager, who has done nothing short of argue with us and deny that the damage was done by their staff. The vehicle is nearly brand new, with just over 5,000 miles, and was in nearly perfect condition with the exception of the damage done to the left rear fender, which Autonation has stated to have repaired. They claim that we are responsible for payment of the replacement parts, to fix the damage that we feel they should be responsible for.Desired Settlement: We would like either a full refund to take our business elsewhere, or for the work to be corrected as stated in the original contract.

Business

Response:

It is AutoNation Collision full intention to meet our customers expectations and to return their vehicles to them in as good if not better condition than before the accident. We do have warranty on our repair's and we do stand behind it.

On 7/29/13 Mrs. [redacted] dropped of her vehicle for repairs to the drivers side Lt. rear door, Lt. quarter/side panel, rear bumper and replacement of rear bumper pad. Repairs were completed on 8/2/13. Mrs. [redacted] took delivery of her vehicle PM 8/2/13. Estimator/advisor for the repair, did a delivery walk around with Mrs. [redacted] at time of pickup, there were no customer issues or concerns with quality of the repairs at this time. On 8/16/13 Mrs. [redacted] returned to AutoNation Collision with scuff & scratch issues to the right side side of the vehicle. I myself addressed the concerns with Mrs. [redacted], [redacted] was claiming that the shop had scratched the right side of her vehicle while it was in our facility being repaired. Mrs. [redacted] had washed the vehicle prior to coming in so we could see all of the issues she was concerned about. Even though there was some doubt as to how this could have happened I assured Mrs. [redacted] that we would Buff and Polish the right side of her vehicle and provide transportation if she needed it. Mrs. [redacted] and I did a walk around to confirm that there was no other damage/issues to her vehicle. No discrepincies were noted or found at this time. On 8/20/13 Mrs. [redacted] dropped her vehicle off for the Rt. side Buff and Polish, at this time she had list of other concerns that she beleived were also damaged by the repair facility. Rt. side doors appliques (3), Dirt Nib in Lt. rear door. There was no mention of any issues with the Lt rear door mldg or rear bumper pad at this time. AutoNation Collision put Mrs. [redacted] into a courtesy car. As a "Good Will" jesture the repair facility addressed all concerns, Buff/Polish Rt side of vehicle, Buff/polish rear gate, replace Rt side appliques and Buff/Polsish Lt rear door. Once again, there was no mention of any problems with Lt. rear door mldg or the rear bumper pad at this time. On 8/21/13 shop had completed addressed issues and contacted Mrs. [redacted] to inform her that her van was done. She could not pickup on this day but said she would pickup the following day. At noon on 8/22/13 Mrs. [redacted] and her father arrived to pickup the vehicle, it was at this time that they pointed out a discrepencie with the Lt. rear door mldg and also mentioned that they believed the shop had not replaced the rear bumper pad, pad had some minor scuffs & scratches. The pad was replaced with a new part during the initial repairs. Repair facility has photo's of the original damaged bumper pad plus the parts invoice supporting that we purchased it. At this time the shop agreed to replace the Lt rear door mldg with a new one from the manufacturer. The shop ordered the mldg and has contacted Mrs. [redacted] that we are ready to install mldg at her convienence, she is coming in on 8/28/13. There was no assistance offered for the damage to the rear bumper pad as we beleive it was damaged due to moving items in and out of the rear cargo area.

It's unfortunate that this situation has gotten to where it is. AutoNation Collision prides it self on taking care their customer, meeting their expectations and doing quality repars.

Consumer

Response:

We finally achieved the outcome we were looking for in regards to this complaint, by taking our issue farther up the chain with their business. We no longer wish to pursue action towards this complaint.

Regards,