Conner Brothers Body Shop Inc.

Review: I had my vehicle sent to Conner Brothers for repairs after an accident on February 24th 2016 and it has been a very poor experience. They had the vehicle for over 6 weeks and when it was returned to me there were multiple problems and issues they failed to fix after the accident.

While the vehicle was there they had constant delays and issues. One was a part that was supposedly on back order however they never called us to let us know there would be a delay. Then once the part was in, they kept having delay after delay. Promising it would be done and then it wasn't.

Then when I picked up the vehicle there were multiple things wrong with it still, repairs that were completely missed, paint peeling, body panels looses, pieces missing and more. There was damage to the suspension that was completely missed and therefore it wasn't really safe to drive. While they have promised to fix this they have not done anything to help with the inconvenience or to even apologize for the inconvenience.

My family has used their services in their other location for years. I have had three other vehicles repaired at their other facilities and my family several more. I don't understand why were are getting such a lack of service at this location.Desired Settlement: Some sort of compensation, additional work, something. If they were to refund/pay my deductible or do some other compensation, it would restore my faith in their business.

Business

Response:

Dear Revdex.com, On 4/12/2016 I contacted Ms. [redacted] regarding the repairs to her Infiniti. She is correct in that we’ve had her car since that time. While this might seem like a long time for repairs, it is very little if any fault of our own. The damages sustained to her vehicle where to the sum of approximately $9,000, at the time, she filed her complain. The majority of these repairs were as a result of the high cost of the parts. During her accident, an air condition line that runs from the front of the radiator support to the back of the motor (1 piece) was found to be crumpled. We ordered the part and had to wait until it arrived so that we could build the front end of the vehicle. The replacement of the radiator support was due to a broken piece in the impact area. The part is a composite not metal and this is a factor of a more recent issue brought to light after the car was delivered on 4/12/2016. Upon our initial estimate, we did not believe a front end alignment was necessary because of the impact. If the vehicle had metal parts then during the impact they would have bent and possibly causing the frame to bend but they did not and subsequently, we did not perform a front end alignment. On front end hits, performing any frame work requires a front end alignment. The customer picked up their car and discovered a problem. We went to the owner’s work to picke up the car and we could not find a local shop to give us an idea of what was going on with the front end. We brought the vehicle to my Midlothian facility in order to diagnose the problem. It was found to be a bent lower control arm. With a high hit (headlamp and upper radiator support), looking under a car for damage is not normally done. We contacted the insurance company and they agreed to pay for the work. We delivered the car again on 4/13. Mr. [redacted] called and said the car was pulling and we scheduled them to return on 4/19 to take the car back to the vendor who did the front end alignment. Over the weekend of 4/23 I received a call from Mr. [redacted] telling me he thinks his motor mount is bad and asking me why we did not check that sort of thing when we repaired his car. I explained to him that something of this nature is not normal but we would definitely look into it first thing on Monday morning. 4/18, Mr. [redacted] drops off his wife’s car and I am paying for his rental. The motor mount is in fact damaged and the area manager for State Farm has declined to cover it. Whether they actually pay for it or not is still up in the air. It appears to be accident related but very unusual. Today or at the latest tomorrow the vehicle will be delivered to the [redacted]s. We have reviewed the front end pulling concern and repaired a scratch in the hood that Mr. [redacted] said was not there when he dropped it off on 4/14. To address Ms. [redacted]’s concerns, the nature of the hit resulted in parts delays out of my control. The lower control arm would not have been something we checked on this type of a hit and once a problem was discovered, we picked up the car, made many efforts to diagnose the problem and came up with a solution to repair the vehicle at no cost to the [redacted]s. The paint peeling issue was not paint peeling, but a rough spot on the corner of the bumper cover where the plastic was removed from the mold and was not sanded. We corrected this issue. I’m not sure which body panels were loose. We replaced the fender and bumper cover. It is possible a splash shield was loose. I would need more details to address appropriately. If the pieces that she claims are missing are the parts under the hood, that is not correct based on what we are being told by the dealer. Using the vehicle identification number the dealer is telling us the vehicle did not come with these parts. They could have been added later but they were not factory and this is why we did not replace them. We did order the parts and will install them at no cost to the [redacted]s. Based on the notes in repair order, we contacted the owners and the insurance company throughout the repair process. On 3/10/2016 we attempted to contact the owner and inform them about the air condition line. One 3/15/2016 Mr. [redacted] returned our call and was informed at that time about the delay in getting the parts. On 3/21 called Mr. [redacted] informed him the part would arrive 3/22 or 3/23. On 3/24, we spoke with Mr. [redacted] about air conditioning line has not arrived. 3/30 informed owner line was supposed to arrive in the morning. There were delays in the repairs and throughout we kept the family informed. Initially the [redacted]s rented a car while their car was in for repairs. With a limit of $900 for rental which is based on their policy, at some point in the repair process they ran out of rental. I believe this is a significant factor in frustration they experienced. I cannot image a family of two incomes with two children making it to all of their appointments with one vehicle. I believe the frustration is real and justified but I do not feel I caused it. I have spoken to both Mr. and Ms. [redacted] and apologized for the problems and attempted to help them understand many of their concerns were not within my control. Ms. [redacted] has asked for compensation in the form of returning her deductible. After speaking with her insurance company State Farm, they have informed me they do agree that waiving a deductible is not appropriate. In fact, if I return their deductible or waive their deductible, I will be removed from the Select Service Repair Program. Respectively, [redacted]

Review: Back in September I had my vehicle repaired at Conner Brothers. The whole process was long and the work was poor quality. The first attempt to pick up my vehicle was not successful. The vehicle was in worse shape than when I brought it in. They agreed to give me a rental car and continue the repairs. The rental was through [redacted] who Conner Brothers uses for this process even though they don't have an account. My credit card was also put on file with the process. Between September and November Conner Brothers did not pay the bill so, I was charged to my credit card and paid it through a auto payment process so, I never say that amount to the bill was paid. I have given Connor Brothers supporting paper work from [redacted] and my credit card statement. Two days ago I went in to resolve the issue and left my evidence with them. The said they don't remember me and will look into it. My repair process/file is in there records.Desired Settlement: Refund for there part of the [redacted] rental car bill: $376.64

Business

Response:

[redacted] from company called and said that this complaint has been resolved. He said a refund check of $376.64 was issued by mail on 12/22/14.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected],[redacted]

Chose Conner Brothers to work on my car after I had been rear ended based on their reviews, professionalism and presence in the community (Recycled Rides, Car Wash Program, etc.). “Required” work to be done was reduced drastically when at-fault driver decided to go through insurance versus paying for the damage outright. The work was done well and faster than expected, which made me wary at first, but I haven’t had any issues with it since. I am still getting my car hand washed almost 3 months later per their recommendation but the body work looks great. Their post-repair detail is a wash at best. Owner offered to re-wash it for me free of charge but it’s not worth the thirty minute drive from Short Pump to get a hand wash and vacuum that my dealer offers for $15. I will say, though, that communication was always a strong point throughout the whole process—estimate, repair, concern and follow-up. Now that I know exactly what to expect, I would use them again. Perhaps my original expectations were too high.