Collex Collision Experts

Review: I brought my car to collex collision and experts on 4/5/14 and received it back on 4/8/14. When I arrived there to pick my car up I noticed my wasn't fixed properly. I had damage to the passenger side rear view mirror and a dent on the roof of my car. The dent was fixed but it was done poorly with marks on my car that wasn't there when I dropped it off. My rear view mirror was replaced but the whole mirror frame was broken and never fixed. When I talked to the supervisor he was rude with me and walked away without explaining anything or fixing the problem. I felt very disrespected and they took advantage of me. Nobody introduce themselves to me, I felt like they didn't really want my business just my money. Overall I wasn't happy with the way they fixed my car and handle the situation. My car is still not fixed properly! Collex also said for me to bring my car back and they will fix it, but my problem is that it should of been fixed right the first time not second. Please help me out because I think it's unfair how my car and me been treated. Put yourself in my shoes and asked yourself what would you do. I really want my money back because the service was bad. Thank youDesired Settlement: Just my 500 dollars back that I paid. The total was 1300 but [redacted] paid the rest.

Business

Response:

[redacted], my name is [redacted], owner of Collex and the person who came out and shook hands with you after introducing myself yesterday. As [redacted] and I said yesterday, we are very sorry your vehicle was not done to your or our standards.

As part of the repairs to your vehicle, your passenger side mirror assembly was replaced, and you are absolutely correct, the cover for the mirror was loose and on inspection, one of the clips was broken and unacceptable. As [redacted], your estimator informed you yesterday, we are replacing that part and we have been told by our vendor we should have that Monday. Similarly, there was overspray on areas of your car that both [redacted] and [redacted] spent time removing – clearly something that should not have happened to begin with and it should have been taken care of before delivery. Last, as we spoke yesterday, although this was not part of your written complaint, we are replacing the passenger rear window tint as it was not applied properly. None of this is how we typically deliver cars and we are sorry.

We have grown our company over the years by making sure we listen to and take care of our customers. On occasion when this happens, our whole team knows the customer’s disappointment and we make sure we take care of the issues as quickly and

professionally as possible. This you can bank on. [redacted] will be in touch with you on Monday to schedule a time that is convenient for you and we can either provide transportation or rental coverage for the day.

As you may remember, I asked you yesterday for feedback on what any of my employees did or said to you that you felt was disrespectful. You mentioned that [redacted] had seemed focused and huffy while wiping your car and was rude. I have spoken to [redacted] and we discussed as a team the extent that we need to be sensitive and professional – usually a strong point for our team. I did see those involved, and jumped in myself, to make sure we rewashed your car quickly and I know [redacted] was beside himself and apologized several times. That said, we look forward to fixing the issues.

I understand you also want your $500 deductible back. To be fair, repairing your car properly is what we are paid to do and we will make sure that happens. I and my team really do try to put ourselves in our customer’s shoes, and if it were me, I would want the company to step up to their responsibilities and take care of any issues. That we will do – quickly and professionally, but respectfully, refunding your $500 we will not. Refunding a deductible in New Jersey is also considered insurance fraud and not legal. Again, my team and I are committed to making sure the issues with your car our taken care of. I am available at Collex if you have any other concerns and [redacted] will be contacting you Monday.