Caliber Collision Reviews (%countItem)
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Caliber Collision Rating
Description: Auto Body Shops
Address: 3111 W Front St, Midland, Texas, United States, 79701-7140
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+1 (432) 697-2406 |
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On 4/20/2020 I dropped my vehicle off for repairs in an accident I was not found at fault in. Turns out the other insurance company did not cover part of the cost at no fault of my own. I proceeded to inform them of the issue and they were compliant at first. I proceeded to inform them that my insurance company was going to cover the cost difference. This was three weeks ago. Once they received confirmation that my insurance was going to cover the difference, they had not released the vehicle to me. Instead they said they would deliver it but have not delivered on that date. They are instead trying to charge me a storage fee while still holding onto my vehicle when I asked for the vehicle to be released to me. I provided what I needed to for proof but nothing had still been done.
Quality Body Works sold out to Caliber Collision last year in December. Caliber does require payment before delivery as do most repair facilities. Sounds like the problem is with the insurance company .
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
A porch roof fell off and hit our SUV during a storm on 6-23-2017. We filed a claim with our insurance on 6-27-2017. We were told through our USAA insurance to go to Quality Body Works. I took my SUV into Quality Body Works for an estimate per the insurance company on 6-29-2017; we were advised to bring the car back in on 7-24-2017. We picked up the SUV on 8-15-2017. We paid our $500 deductible and walked out to our car. We immediately noticed our whole drivers side of the car was a different color. We went back into the shop and talked to the owners son, ***. *** told us that they were unable to match the 'gasoline black' that our car is painted so they just went ahead and painted the car a color, which is a slate gray. My husband and I could NOT understand why any company would paint a car that they knew the paint wouldn't match. They didn't contact the insurance company or us to discuss the paint issue, they went ahead and painted the car without notifying either parties. Quality also never informed us the two times I called to check on the vehicle and the one time I stopped into the shop to retrieve my sunglasses out of the car. The dent in the drivers side door is still visible and their paint job has many, many imperfections. We contacted our insurance agency and were told that Quality should understand our valid complaint and Quality should remedy the situation. The only time we heard from Quality was on 8-16-2017 with a voicemail from *** stating that WE are responsible for painting the rest of the car if we so wish, at the tune of $3487.74 which does not include the roof, that would be an extra $1000.00. My husband and I feel that since *** or Quality Body Works did not inform us of the "paint issue" we are not liable for their misconduct. All we are asking for is that Quality should have called our insurance and us to talk about them not being able to match our paint. They didn't and now they want us to either deal with it or pay to have the rest painted the slate gray. USAA advised me not to speak to *** anymore because he also spoke to USAA representatives badly. I was advised to speak to the owner. I called Quality on 8-30-2017 to speak to the owners and I was told they were out of town of a week. I then asked for the manager. A woman named *** came on the line and she advised me she already knew the whole story and that her shop was absolutely, 100% not going to paint the rest of the car the color they painted 1/3 of the car. *** told my husband and I to come to the shop to discuss the matter further. We arrived at Quality at 5:20 and they close at 5:30. There weren't any customers in the shop, only *** and four other employees. While speaking with ***, the manager, the employees stared at my husband and I with complete disgust;I felt very uncomfortable. *** wanted us to all three go look at the car outside, which we did. The three men employees and one woman employee followed us with their personal phones, recording us. We asked *** why they were all videotaping us and she said, " they are just protecting me, we don't know what you all are going to do to us". We were outraged and felt like animals, not customers. My husband tried to talk to the men, explaining that I (his wife) am six months pregnant and we do not consent to them filming us. They said to get off of their property and called the police. While one man was on the phone, I overheard them yelling that we threatened them! Which neither me or my husband did, we did not threaten anyone, it was absurd. We left Quality Body Works with absolutely nothing accomplished and truthfully felt harassed and discriminated against.
This particular customer brought their 2005 Infiniti in because of storm damage to the left side of their vehicle. When the customer dropped off the vehicle for repairs on the scheduled date, they signed in and provided us with a contact number.
When we began repairs, we noticed that the paint on the vehicle was not the original paint or color of the vehicle so we were unable to use the VIN number to determine the correct paint color. This is not a common problem. We then attempted to contact the customer at the number that was provided at sign- in, but were unable to reach them.
At that time, we decided to use Finishmaster’s PPG color match equipment to match the current color. This is a method often used when the paint code is unknown. The current paint on this vehicle had been repainted a different color and the clear coat was hazy.
We repaired and painted the left side of the vehicle.
When the customer came to pick up the vehicle, they were not happy that our paint, being new, did not match their old paint job. They acknowledged that it would not be able to match and wanted us to paint the rest of the vehicle with new paint. We offered to repaint the area we had painted if they could provide us with the paint code that had been used when it was repainted previously. They did not want us to repaint the part we had painted. They wanted us to paint the rest of the vehicle that had not been damaged in the storm to match the new paint. The discussion got heated and the police were called.
At that time, we contacted the customer’s insurance company to consult with them. They agreed that the offer to repaint the side of the car that was damaged in the storm with a provided paint code from the customer was fair but that no new paint would match the existing paint job.
The customer’s insurance company then advised us that we not attempt to repaint what we had painted; and instead, refund that amount of money to the customer to avoid further confrontation.
We refunded, $1,585.40, the amount for the paint labor and materials, to the insurance company so they could handle refunding the money to the customer. The customer was refunded by the insurance company.
In the complaint filed by the customer, they stated that they felt like they were treated like animals. We are truly sorry that they felt that way. We apologize if the customer felt we were ever disrespectful, this was never our intent on anything we said.
In hindsight, we wish that we had not continued with repairs to this vehicle until we were able to speak to the customer. Had we been able to talk to them, they would have understood the challenge from the beginning.
The insurance company is available for verification of any events involving handling of the claim, refund payment, or relations between insurance company and the shop, if needed.