Collision Maxx

According to the signed repair order there is a 25% termination fee, we were unable to work on the vehicle due to the supplement that Met-Life eventually wrote an additional $1900. This additional $1900 was given to the customer due solely to the supplement we sent in. The hood was ordered and the work could have been completed but the customer changed his mind. We are very sorry for any delays, but there are thousands of vehicles damaged and the insurance companies are unable to handle the work in an expedient manner. The vehicle was reviewed for supplement and supplemented in standard fashion. We are sorry that the customer was unhappy with our service, we have many happy customers and we work hard on each and every job.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: My dogs have nothing to do with the state of the car when it was returned to me. If they had have someone clean the car then this is the first I heard about. That is a bold face lie anyways. I used to drive for [redacted] and I had my car cleaned out before I dropped it off. I have pictures taken before I put it in the shop that prove that. Further more, my dogs have nothing to do with the dust, dirt, and powder that is still all over my car! I don't do body work! Also the repairs are horrible. The door used is not new. There's are cracks and the paneling is loose. The repairs need to be repaired. Most car still needs cleaned from their negligence and my car needs to be repaired from their shoddy work.
Regards,
[redacted]

We do not show this person as a customer. If indeed we did the repair it is covered with a lifetimewarranty. Mario was an independent contractor that may have had the vehicle repaired at anothercompany. The hail storm was almost 1year ago, paintless dent repair does not require heat for...

therepair.Sincerely,[redacted]
[redacted]
[redacted]

The cost of the seat will be deducted from the customer's $750 deductible, however there will still be abalance owed by the customer. Any warranty issues must be performed by one of our shops, there are 3locations to choose from. If the customer does not feel comfortable using the Burleson shop he may useone of the other shops.

The bumper looks to have been damaged after the repairs were completed. The customer has claimed to have photos showing this damage was present when the vehicle was brougllt to the shop and cannot be the reason for the Ill-fitting part The customer has yet to provide these photos. As...

soon as the customer provides the photos sho  tng that the vehicle was not damaged after the repairs were complete we can move forward with assisting the customer with this. We strive to provide our customers with excellent service and  hope to resolve this dispute Ina timely manner.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
 I never requested that the shop not fix my front seat. That's rediculous. Like I stated before, I want nothing else to do with this company and their lies. If they want to use the portion of the money from the seat not being fixed to cover the rest of the deductible, that's fine. But I will need the leftover portion refunded to me immediately. As far as the repairs to my rear quarter panel, I DO NOT trust them with my car again and the only fix is for them to refund me the money used to fix the quarter panel so I can go get it fixed at a more reputable shop. No more to be said of  the issue. I'm not leaving my car with someone I can't trust. I do not want anymore responses unless it is in acceptance of this resolution. There hasn't been any attempt by the shop to rectify this situation, other than lie and try to cover up their mistakes.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:How do I know what discount I received when no one from this shop has called and given me no kind of estimate or price. My vehicle has been at this place over 4 months with no contact made on their behalf at all. So in 4 months, they never have a loaner vehicle ? [redacted] also advised that the car should have been repaired by now. The damages were not extensive enough to still be in the shop over 120 days. [redacted] has lied every week and month about when the car would be finished. Just as of 10/19/2017 he said car would be ready again and the car is not even put back together. I want my money back and I will be picking up my car on this week. Repaired or not and then I'm going to follow thru with my civil suit with a lawyer because this is unacceptable in every way. 
Regards,
[redacted]

[redacted] never had an agreement with me to do repairs. When asked to provide even a written copy of the contract they refused. The front desk lady made me wait while she typed up of the cost to release the vehicle. Mad everything up on spot.....Meantime I Recorded All of the arguing between herself, another man, not named,...(hispanic) and horrible lack of respect. I would describe as bullying. Then when lady finally finished typing repairs she walked out so I started taking pics of the walls looking for a certificate. She then cam back in and through me out physically!I have recordings of the conversation as they were happening to prove everything that I have stated.[redacted] never had any aComplaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Thank you for forwarding the photo. The fact that there are scratches is not in dispute. The Service Manager was shown those when the customer brought the vehicle back into the shop at a much later date than the initial drop off. He says that it looks like the vehicle hit some sort of debris that caused the damage. The customer claims that she has photos that show the scratches before the vehicle was dropped off for repairs and that the photo details prove this. The photo details will show the date and time the photo was taken. This information is missing from the details section of this photo. We have asked the customer to bring the photo in that shows the date and time it was taken to verify this is prior damage and not damage that occurred after the vehicle was released to the customer.

The customer has had her vehicle repaired with [redacted] twice before and is familiar with our policies. The customer left the building on the day her vehicle was released on her own. No employee put their hands on her. After the customer had paid her fees she attempted to come behind the counter into the employees only area and was told that this area was off limits and when she again attempted to come behind the counter was asked to leave. The customer stated that she would again be calling the police and left of her own free will. While we can appreciate that this was an uncomfortable situation for all involved, the customer's behavior in this situation was inappropriate. Her fees had already been paid and her vehicle was released and ready for pickup. The vehicle was released to a tow company of the customers choosing and the customer has regained possession of the vehicle. [redacted] stands by the claim that these fees are the same standard fees applied to each termination of repairs. [redacted] will be happy offer a credit towards future repairs.

Customer sent a blank page photo with no infonnation. We requested the photos that the customer lsusing as proof. Please send them or bring them by the shop for the service manager to view.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted] was provided an insurance estimate and asked to tow the vehicle in for repairs. After a few days, the customer called and instructed [redacted] that all repair processes needed to halt and that the customer no longer wanted [redacted] to handle the repairs. [redacted]...

informed the customer that we would immediately halt all repair processes and that the customer would be responsible for the fees incurred up to this point. The customer then informed [redacted] that the police would be notified and that the customer would not be paying for the fees incurred up to this point. After a few more days, the customer paid the balance due and the vehicle was released immediately. [redacted] did not call the authorities or threaten the customer in any manner as the customer has so stated. The fees the customer owed upon termination of the repairs are the standard fees and were discounted significantly as we do our best to provide good customer service to all our customers.

The vehicle is currently being repaired and will be complete soon. There were some serious holdups that were not due to any negligence on [redacted]'s part. We are very sorry that the customer is unhappy and have provided a hefty discount to the customer that will assist him with any inconvenience.

We provided the customer with a professional interior cleaning. If the customer still feels that the vehicle still needs to be vacuumed, we are happy to address that if the customer would like to drop the car off. Our repair work comes with a lifetime warranty, for as long as the customer owns the vehicle. The customer has not brought these concerns to us to address. This complaint is the first time I have been notified the customer is unhappy with the vehicle repairs. If the customer had brought these concerns to us we would have addressed them accordingly. As we offer a lifetime warranty for our repair work...the customer should bring the vehicle to the shop so that we have the opportunity to address them. As of today, the customer has neither called us, nor brought the vehicle in to address these concerns. We always strive to ensure the  best customer service possible...however, we cannot resolve issues that have not been brought to our attention to address. I suggest the customer bring the vehicle in person to share his concerns so that we might have the opportunity to assist the costumer in resolving his complaint. As for the car rental, we are a collision repair shop, we do not have any control over how much rental coverage the customer purchased. The customer should address his rental coverage with the company he purchased the coverage from. We are happy to be of assistance, although we cannot do much until we are notified of what exactly the problems are, and we are given the chance to view and discuss what is needed to resolve the customers concerns.

We are still working with the customer on this. We have agreed to come to the customers home to address the issues for her convenience.

Complaint: [redacted]
I am rejecting this response because:This company has not contacted me in regards to my vehicle at any time. No phone calls, no contract even signed for them to work on the vehicle. No estimate was given to me to even know what the cost of the repairs would be. I got the estimate from [redacted] that [redacted] provided to them, [redacted] didn't give me any price or any info in regards to my repairs. Parts were already ordered and in the vehicle when [redacted] picked my vehicle up from [redacted]. I have got nothing but excuses every day that I Call this shop in regards to my repairs. Again, my car has been at this place over 120 days and [redacted] has lied and given me false dates when the vehicle would be repaired. So in 4 months, this company hasn't had not one loaner vehicle to assist me at all. I have paid out of my pocket for several rental cars because of this. My insurance company extended my rental to 50 days from the 45 that they are suppose to cover and again my vehicle is still not prepared, nor did this shop offer to get me a loaner car since my vehicle has been there so long. I want my money back and I want to pick my car up and take it to a reputable shop to be repaired because I can't wait another month for them to keep lying to me and not have my vehicle finished. They got the money from my insurance company and that was it. There will be a civil suit filed soon in regards to this. Making up lies that I got a discount that I have no clue about is pointless. I'm done with this shop and I will be getting my vehicle this week.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: you requested to view a photo of damages present when car was initially picked up.  If you zoom in you can see the scratches on the chrome.  If you check picture properties ->details you can see this photo was taken on 7/13.
Regards,
[redacted]

Complaint ID: [redacted] The customer had dropped the vehicle off for repairs at another collision repair facility. Unhappy with the service there, the customer called and asked to have the vehicle removed from that facility and transferred to our facility for repairs. After the vehicle was transferred to this facility we were informed that the previous repair facility had already received payment for the repairs and the parts had already been ordered and received. Unfortunately, the result of moving the vehicle after payment had been made, and parts ordered and received by another facility, was that the previous service shop had to return all ordered parts, barring two parts that were unreturnable, and show that the items had been restocked before they would reimburse the insurance company for the received payment. The insurance company would not reissue payment until it had been reimbursed. This process took well over a month and we were unable to begin repairs until this had been settled. We are very sorry that the transfer was such a complicated affair, unfortunately we had no control over that part of the process. We do not advertise loaner vehicles on our website. The customer did sign a contract and was provided a copy for their records. The vehicle was repaired as per the insurance estimate which provides a total cost of repairs and the customer was also provided a copy of this document. The repairs for this vehicle were well over $12,000, this was not a minor repair job. As we always do our best to provide excellent customer service we provided a discount of $1,500 for the customer. The vehicle repairs have been completed and the vehicle is  back in the customers possession.

[redacted] brought in his vehicle for hail repair to our Burleson location. PDR or paintless dent repair is a common practice used when repairing hail repair. All insurance companies direct whether they think it is more cost effective to replace panels or use PDR.  [redacted] is misinformed that heat is used in the Paintless Dent Repair process. PDR technicians have special tools to massage dents out from the inside of the panel and heat is not one of the tools. [redacted]'s vehicle was repaired entirely with PDR. This means that the body shop did not have to do any repairs to the vehicle. The only time the body shop did anything to the vehicle was upon detailing and washing. Hail damage does not cause mechanical issues in the computer which would involve any mechanical procedures to be done in the body shop. Therefore a protective covering for wiring would not be removed. As a courtesy to [redacted] we brought his vehicle to our mechanic that we have used for several years and is also a respected business owner in our community. They could not find a problem and concluded due to all the severe weather we had in the area it could be due to a lightning strike. At this point we paid the diagnostic fee and let [redacted] know the mechanics opinion. In the end Collision Maxx only had to sublet out to our PDR tech for repair of the damages and did not have to do any work to the vehicle.