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Nylund's Collision Center

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Nylund's Collision Center Reviews (3)

I’d like to thank the for bringing this situation to our awareness. Nylund’s Collision Center puts the highest priority on our guest’s experience and the highest level quality of service. In the 10 years under my ownership of this 40+ year business, our name, our brand and literally thousands of...

written guest testimonials - we have never received a single quality-related negative review until this case.   This case, (ID [redacted]) raises a number of significant concerns from the perspective of our records. We would be very interested in helping the guest receive any legitimate resolution - provided we receive detailed, accurate answers and evidence supporting the service complaint issued to the   A. Timeline The original drop-off date of vehicle in question is January 25, 2016. On January 28, we called guest to discuss routine supplemental damages associated with the right side repairs we were going to work on. Phone had been disconnected, so we emailed guest same day. Guest replied to email notifying us that her phone had been disconnected due to non-payment, but that she would call the following day after she got paid and reinstated phone service. January 29 guest called and discussed supplemental with us. March 2 guest was notified that repairs had been completed and she was able to take delivery of her vehicle. Guest returned our call indicating that she was unable to pick up vehicle until March 11. We called with reminder on March 10, and were told by guest that she wouldn’t have the $1000 deductible until her next pay period. Guest informed us that she would pick up vehicle March 25. We called guest on March 25, leaving a message to see if she was still picking her vehicle up that day. Guest did not return call. On April 11, we called guest and left message asking when we could expect her to pick up her vehicle. Guest returned our call on April 11, stating that she now was unable to pick up her car until April 22 as she was going to be out of town. Guest inspected, approved repairs and picked up vehicle on April 22. On April 27, guest returned to Nylund’s to suggest that we somehow created damage to the other side of her car. On April 27, we called guest’s insurance company for any corroborating documentation or discussions regarding said damages. Insurance company had no evidence or any discussion with their client regarding damage to other side of car.   B. Photo Documentation Without exception, we photo-document every vehicle prior to beginning our repairs. The guest’s insurance company also photo-documents the vehicle, but limits their photos to the specific claim area of repair (passenger side front door). Our records are more comprehensive, as we mark then photo-document the entire vehicle.   The area the guest is suggesting may have been damaged during the time we had the vehicle was in fact identified and photo-documented on the date of drop off - before we ever started repairs. As the repair for which we were hired to accomplish was on the opposite side of the vehicle, we did not attempt to repair any driver’s side damage.    C. Communication We have a complete log of every communication that we have had with the guest, and that covers the nature of every conversation. Apart from the one return visit (April 27) where the guest suggested we caused damage to her driver’s side roof rail (which we disputed and discussed the photo-documentation of the day she dropped it off), there has been absolutely no further communication or follow up on any vehicle related issues.   D. Location Discrepancy The complaint filed with the (ID [redacted]) states that there is a dent on the hood of the car. That does not align with her suggestion of us damaging the driver’s side roof rail back on April 27. Neither does our photo-documentation of January drop off date illustrate any dents beyond normal wear-tear/ paint chips on the hood of her vehicle.   E. Above and Beyond As we begin the repair process of our guest’s vehicle we learned that the passenger side headlight was damaged as well from a previous incident.  We made our guest aware of the broken headlamp.  She declined replacing it due to financial reasons. Rather than delaying her repair, we went ahead and repaired the headlight at no expense to the guest or her insurance company.   Nylund’s Collision Center has a long history of repairing vehicles - not damaging them. We are very happy to provide our entire file of photos (date-stamped and validated via our guest’s insurance company), as well as documentation of every interaction we have had with the guest from beginning to current date.   We absolutely understand the frustration that anyone might have with damage to a vehicle.  If our guest would be kind enough to provide evidence of any sort demonstrating our involvement in actually creating the damage to her vehicle, or help us understand why it took an additional 8 months without any follow up or communication with us regarding this matter before filing cased (ID [redacted]), we would be very willing to discuss an appropriate resolution to this matter.   If evidence and/or legitimate response to the questions raised in our reply are not forthcoming in a timely manner, we humbly request that the case (ID [redacted]) be dismissed and removed from the record of our company’s very good name.Respectfully,[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
[redacted] To reply to your response I told the gentlemen john that my grandfather was present and is my witness to the fact that there was no damage on the hood of my car, when I let you know the damage on The Who you stated that, I probably left something on the hood of the car. When I received the paperwork at the beginning of the work I was given a list of everything that was messed up on the car as far as scratches and dings on the car and the hood was not one, when me and my grandfather Came to inspect the car the top of the car was not damaged at all either.

Final Consumer Response /* (2000, 6, 2015/06/05) */
Nylund's reached out to me yesterday and I am satisfied with the discussion and the resolution of the issue. I don't see that there is a way for me to cancel this complaint, but would like to do so. Thank you.

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