J & J Collision Inc

Review: I tried J&J Collision after reading generally positive reviews on Yelp, but was sorely disappointed by my experience. The replacement bumper they installed did not fit my vehicle and the paint color was significantly mismatched. When I raised my concerns with [redacted], he explained that the original bumper was an aftermarket part, and the color will often not match complete (8 shades darker tho?).

While [redacted] dismissed my concerns, my insurance adjuster agreed that the repairs were insufficient and J&J should have filed a claim supplement to get the correct part for the job. After repeated contacts and complaints from both myself and my insurance company, J&J finally agreed to re-do the repair. Unfortunately, nearly two weeks after the original drop-off, I returned to find that the bumper still did not fit correctly, and the color still did not match (although there had been some minor improvement in both areas). And was told, it was the best and all that they can do for me.

Between the extremely frustrating customer service and poor quality of work, I left unsatisfied.Desired Settlement: To pay for another body shop to redo the painting. I'm done having J&J having anything to do with my car.

Business

Response:

Initial Business Response /* (1000, 8, 2014/09/24) */

We strive to make the repair process go smoothly and are mindful that this can be an unfamiliar and stressful process. This customer's insurance policy requires the use of after-market equipment. Collision shops are required to first order and install after-market parts. When the fit was not acceptable, we submitted a request to the insurance company to approve replacement with an original equipment manufacturer (OEM) bumper. A field adjuster was scheduled to reinspect and approve replacement. There was a 3-day delay waiting for the field adjuster. As soon as we received approval, we installed the new bumper. The car was picked up by the owner that afternoon. The owner did not indicate any dissatisfaction with the new bumper fit. They did indicate that they were not entirely satisfied with the paint color. We did our best to explain that the color of a repainted plastic bumper is not going to be a 100% match to the existing paint on the metal panels adjacent to the bumper. We had adjusted the paint color as best we could to match the adjacent red color which had faded over time. We have received no further communication from the owner nor from the insurance company regarding our final work. If the owner is still dissatisfied, the appropriate new step would be to contact the insurance company to reinspect and resolve the issue for the owner.

Initial Consumer Rebuttal /* (3000, 10, 2014/10/01) */

(The consumer indicated he/she DID NOT accept the response from the business.)

1. My insurance did NOT require anything, but only provided an estimate for the parts and labor.

2. J&J was going to let me walk out with a part that obviously did NOT FIT and a color that was 8-10 shades darker (which the manager [redacted], agreed with my adjuster). It wasn't until I raised the issue and contacted my insurance to request J&J to submit an approval for a fitting part and more time to redo the paint job. J&J did NOT express any concerns or many any attempt to fix this issue and just let me leave with the poor service given.

3. And I most definitely indicated to the manager that I was still dissatisfied, may not be to the fit with the new bumper, but most definitely with the paint job.

4. I am aware that you cannot get to 100% match on the color, but it was definitely still a poor job and still several shades darker.

Final Business Response /* (4000, 12, 2014/10/13) */

There is a misunderstanding on the part of the customer regarding the requirements of her insurance policy. The insurance estimate does indeed state the use of an A/M "after market" bumper cover on line 13 of the insurance estimate. A copy of the estimate was given to her by the insurance adjuster. When an A/M part does not fit the insurance company will re-inspect and approve an OEM "original equipment manufacturer" part.

We acknowledge that the fit and color on the A/M part was not acceptable and we acknowledge that the customer was unhappy. We immediately called her insurance company to re-inspect and approve an OEM part. The customer remained in a rental car while we waited for the re-inspect and the OEM part to be delivered. We completed the repair as quickly as possible and did our best to match the new OEM plastic bumper to the adjacent metal portion of the car. This was challenging as the paint color code did not match the faded red body color. Because of the difficult color match, we asked the insurance company to allow blending on the adjacent panels but they declined. We took additional time not compensated by the insurance company to try and get the best match we could.

We believe we have acted in good faith with this customer and again state that if she has further issues with the color, her insurance company is the best resource for resolution. They will re-inspect our work and make a determination on what should be done.