Ourisman Ford Collision Center

[A default letter is provided here which indicates that the business has not responded to you directly If you wish, you may update it before sending it.] Revdex.com: At this time, I have not been contacted by Ourisman Ford Collision Center regarding complaint ID [redacted] I guess I will have to contact an attorney and/or the state agency that covers this kind of business complaintThank you for your attempts to resolve this issue Regards, [redacted]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Ourisman Ford Collision...

Center regarding complaint ID [redacted]. I guess I will have to contact an attorney and/or the state agency that covers this kind of business complaint. Thank you for your attempts to resolve this issue.
Regards,
[redacted]

Review: My daughter was struck from behind in my car near [redacted], MD on April 19, 2014. [redacted] Insurance covered the repairs through this collision center, which we had previously used with our own insurance, [redacted] Service Center) with no issues. My daughter was staying with friends in [redacted] at that time, and is currently employed there and living in Gaithersburg, MD. The entire back hatch of my [redacted] had to be replaced, including the back bumper. The repairs took over 2 months due to poor communication between the repair shop and its employees as well as the insurance company. Finally got the car back in June 2014 but my daughter did not drive much as she was still traumatized by the accident. A few weeks later, on her first highway trip, the car quit on the side of the road, daughter called [redacted] and had it towed back to Ourisman Collision on the weekend. I contacted [redacted]'s adjuster, who said no problem, he would pay for the repairs if it was determined to be caused by the accident, I should speak with Ourisman about scheduling.

Monday morning, my daughter called and spoke with an Ourisman employee (Terry) who told her the bumper on the back of the car was "hanging off the car", and accused her of being in another collision and trying to pass it off as warranty work, stating the problem was not their fault. As my daughter had not even noticed the bumper issue, she was confused and stated she was NOT in an accident, the car had died on the side of the road - no one had even noticed the bumper. In her defence, she stated she had a friend in the car with her at the time and the tow truck driver as witnesses, and she wanted the ENGINE looked at, but she couldn't seem to get them to accept it.

I called to speak with the body shop manager, Frank, who said "hanging off the car" was an exaggeration but he still gave me the run around. He tried several tactics - first, that the car had been driven 2700 miles since we picked it up, which I pointed out was not possible as we had records from our oil changes. He changed his mind, said maybe that was a mistake, but the car was in an accident and they would not fix the bumper. I told him we didn't even know about the bumper, we wanted to know why the car would not run. He finally agreed to check out the engine. Called back and stated it had a VTAC sensor error code, that the oil was "extremely dirty"; they reset the code but we would have to take it elsewhere, they do not do engine repairs. We took the car directly to [redacted], who changed the oil and stated it was fine, only average usage! We made an appt. with [redacted] for the VTAC issue, but when we took it in they could not do anything as the computer had been reset. They said we would have to wait and see if it happened again, which, luckily, it has not.

My daughter got a new job at this time and forgot about the bumper until my visit at the end of August 2014. I inspected the bumper and it was clear to me there was no way the repair shop could think there had been a collision to cause the problem! There is not a scratch on the bumper, no dings, no dents, no scuffs, nothing. There is a small amount of rust on the fender above where the bumper should attach, which we pointed out at the time of the accident as being old and not part of the estimate. Ourisman's employee (Terry) made a note of it on her estimate sheet at the time of the repairs and stated it would not be included, to which we agreed! The bumper has come loose from the driver's side of the car, looks as though it was not properly installed to begin with or the clips did not hold. We had to take the car in this week due to the back windshield wiper being inoperable (improperly installed!) and my daughter pointed out the bumper and said they needed to check it out to see why it is loose. Ourisman's employee (Terry) chased her to her rental car and insisted they would NOT be looking at the bumper, reiterating it was not their problem.

I called to speak with the manager, Frank, who refused to listen to my explanation. I told him I had inspected the bumper just days before and he and I both knew this was NOT from a collision but from a poor installation. They need to look into it and see why the bumper has come loose so it can be repaired. He wouldn't even listen, talked over me while repeating "it's due to a collision" over and over. I finally stated I would have to take the car to another business and file a small claims to recoup the cost of the repairs. His response was "fine, have your attorney contact us". My husband, who owns an auto repair shop (engine) here in Missouri said I should first file a Revdex.com report, so here I am.Desired Settlement: We want the bumper repaired and the car to be returned to the same condition as when my daughter was struck by a drunk driver! I would rather have the repairs done elsewhere, as I no longer have any faith in the abilities of this shop to complete the repairs accurately, efficiently or professionally, but if that is the only way then so be it. My car should be returned to us in the same condition as prior to the accident, and the repairs should be done with courtesy and professionalism, not rudeness and excuses. My daughter was further traumatized by her interaction with these charlatans.

I have recently read many reviews of this business on Yelp with others having encountered the same issues, so I doubt we will find any satisfaction at Ourisman Collision Center. I wish we had known about this before having the work done at this establishment.

[redacted] Insurance paid for the initial repairs, I have no idea the total cost. Our last disclosed estimate was somewhere in the $9,000 range.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Ourisman Ford Collision Center regarding complaint ID [redacted]. I guess I will have to contact an attorney and/or the state agency that covers this kind of business complaint. Thank you for your attempts to resolve this issue.

Regards,