International Collision Center

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

This letter is our response to the complaint received on august 18, 2016 regarding the repair of Mr. [redacted]'s 2006 [redacted]. On August 31, 2016 I met with Mr. [redacted] to address all complaints. I have agreed to repair and correct all of the issues with the vehicle. I have scheduled the...

repair on September 12, 2016. Furthermore Mr. [redacted] has agreed to withdraw this complaint with Revdex.com once the issues are corrected.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Review: I Brought my car in on Friday August 29th, 2014, for the xpress auto repair deal with [redacted] (since [redacted] recommended their service). I was in an accident where my 2005 Chevy [redacted] LT's brakes didn't deploy correctly, and my failure to stop resulted in rear-ending the vehicle in front of me. I was told my repairs would be $800, but then they called me back saying "sorry, we made a mistake.. its $1300".

The collision center informed me via text that my car would be ready on Tuesday, Sept. 2nd, 2014.. but later in the day had left a voice message stating they "ordered the wrong bumper.. it should be ready on Wednesday". I was then told my car should be ready later Wednesday, but, they never informed me they closed at 6pm.

It's been hell trying to contact this shop, especially given that NO ONE knows what's going on with my vehicle. One person is reading off a 'note' left for her.. whilst another telling me "we ordered the wrong part" or "the part was damaged". So, confused as I am.. the manager Eli called to inform me they had received a damaged part, then painted the wrong part, and finally had to run to baltimore in order to get the correct part. The entire time i'm on the phone, this manager had been playing the "but i'm a victim in this" card, stating "oh, but I'm losing money.. how are we supposed to know that your [redacted] LT was a Luxury Edition?". How exactly a shop be called an "auto repair shop" if they don't understand what the 'LT' stands for on a vehicle is beyond me.

There is a continual lack of communication and miscommunication between anyone at this shop, and the fact that no one will get back to you with a straight answer is infuriating. Anytime I called I got a lot of workers but no managers, other than the first day I brought my car in and leaving me a message the day it was SUPPOSED to be done.. the customer service aspect here, has been limited to poorly served at best. I find it very unprofessional not knowing what bumper to actually order, as well as on each mistake take the victim plea with the "please forgive me.. i'm only human". As a business, the end consumer isn't supposed to worry about the mistakes.. the customer is there to TRUST that they can do the job the best, I lost my trust this location, if I even trusted them to begin with.

My major complaint though, is that for every day I wait, I have to pay $20/day to Enterprise for my rental.. which when I received the car, only had 3/8th a tank of gas in it, and low tire pressure, seems like they are trying to get me into another accident.. The fact that enterprise is right across the street.. also gives me the idea that this entire thing was planed in order for me to pay out more. Also noteworthy that upon my return of the vehicle, there was no representative at the auto repair shop to inspect or finish my transaction with them. I'm now worried that i'll be charged more days due to a miscommunication or failure to line up returns properly. The repair shop has little to do with the returns of rental vehicles.. strangely how I wasn't asked to pay upon return.

The only reason I decided to bring my car to this location instead of the dealership, was due to trust issues I had with my dealer. My accident was due to brake failure and I wanted to know if they could check my brakes to ensure they had enough tread on the pads. Supposedly they checked my brakes but before doing so I was informed "we'll drive the car around and see if they feel strange" which to me, isn't what I requested they do. I will NEVER bring my vehicle back to this location. The lack of communication, lack of personnel competence and overall experience went from an 8/10 to a -5/10 (yea, that's right.. a negative 5 out of 10).

My advice, if you had the choice between coming here, or going to your dealer.. go to your dealer. The service here is below what you'd treat a homeless person on the streets, and at least your dealership has a free coffee machine (I know mine does). I should've had this ordeal completed in 3 days at my dealer, and a guarantee of a discount if they screwed up.Desired Settlement: I've already paid $950 out of my $1,000 deductible off of a $1300 repair claim. The $50 off being their "generosity" to help pay towards the rental agreement. Personally, I'd like for the rental agreement to be completely waved given the fact that I was on a 5 day expected delivery time frame. Granted that monday was a holiday, but still doesn't excuse the issue at hand. The agreement states that every DAY I have the vehicle I'm responsible for that $20/day. So even if that day is a weekend or holiday, as long as they have my car and I theirs, I'm charged. The auto shop gave several inexcusable delays for failures of their own incompetence, and miscommunication. It took me 3 calls a day in order to finally speak with the manager, and 3 attempts directly calling Geico to get the supervisor for my claim's adjuster on the phone. The adjuster at the shop wasn't there upon my arrival and failed to give me accurate updates upon having my car submitted for repairs. Being told "we'll call you at 2pm" but instead, not calling at all.

The other slap in the face is this stupid $200 off your next $1,000 worth of repairs the autoshop gave me before I left. As if I'll ever bring my car back here. Incredibly bothered and stressed from this whole ordeal. I'm sure I'm jumping around a bit through this comment section, but I'm just tired, and slightly happier I've got my car back.. but now my weekend is going to be continually stressful trying to finish this rental bt.