Complaint: [redacted] I am rejecting this response because:This is not accurateMany of the parts they claimed to have replaced were not replacedI was never given an invoice or itemized list of parts replaced and what the costs wereThey showed me a list but said it wasn't complete or accurate and said they'd give me the final copyHowever they just continued to make excuses on why the van was not done and they would always come up with an excuse on why the paperwork was not doneI believe Belton Collision charged me for parts that were not replaced and work that was not completedwhen I brought the van back for repairs nothing was replacedThe "mechanic" they had me speak to was not a certified mechanicThe part they claimed to have replaced was just laying in my vanThis place needs to be thoroughly investigatedAfter a lot of research I found I am not the only one they have done this to Regards, [redacted] ***
Mr [redacted] had his vehicle towed to our repair facility and we agreed to do collision repairs for $7,500.00, which we do have an estimate for and he was given the written estimate as wellMr [redacted] was also paid $12,from the insurance company to reclaim and repair his vehicleWe did all collision repairs, and when he returned, we did do suspension work which was one of the parts that we purchased that did not work in his vehicle and we re-ordered it correctly, which was the part that was left in Mr***s vehicleThis part was over $which we did ask Mr [redacted] if he had and he said noBelton Collision Center does work associated with collision damages only in most cases, and we did refer Mr [redacted] to the mechanic who owns “ [redacted] Automotive Repair Services”He is the one who determined that there was further wear and tear on the vehicle and other damages not accident relatedWe have gone above and beyond to help Mr [redacted] with repairing his Town and Country van and we do not feel that mechanical wear and tear should be part of the damages Mr [redacted] is seeking to have paid forThe only real complaint that Mr [redacted] told us he knew was wrong was the “motor mount” was broken, but was worn down due to wear and tearWe did tell Mr [redacted] we could get this repaired, but this would be for an additional charge and at his cost, not the cost of Belton Collision Center
Unfortunately, we did have to wait on the insurance company to come and inspect the vehicle which arrived at our shop on January 27, 2018 from an accident scene. The insurance company wrote and sent their estimate to us on February 2, 2018. The original estimate did have repair time of 14 business... days. We did however have a supplement that we had to submit for additional repair that were not included on the original estimate. This was submitted on February 7, 2018 after repairs had already begun. We received the approved supplement back from the adjustor on February 10, 2018. This added an additional two days in wait time alone. We then noticed that the vehicle had some inner structural alignment issues which had to be addressed with the insurance company in an additional supplement. The additional supplement was sent to the insurance adjustor on March 1, 2018, and was approved on March 2, 2018, but was not emailed to the shop until after 5:00 pm, which is what time we close, so we were not able to see it until Monday, March 5, 2018. And the additional repairs on our supplement involved inner structural components were met with some challenges in getting everything to line up properly as well. We did have some issues in getting a few parts in correctly or even timely. There was an issue with a couple of our dealer suppliers in shipping in from other states, where they had weather issues. This did hold up progress a few days as well. We did keep in contact with the customer, as they did call the shop every day, occasionally multiple times within a day. But we did not lie to the customer, we did explain that we were having some issues in getting the structural alignment just right, and we did not want to send the vehicle out with any future issues or problems later. We also answer the phone daily Monday through Friday during our normal business hours, 8:00 am through 5:00 pm, unless we are with another customer, or doing an estimate outside of the office. We have worked directly with insurance companies each day we are open for business. Insurance companies do not approve supplements, payments or repairs for such without proof of damages from the accident the vehicle was involved in. The adjustor has only come to the repair facility to look at repairs in progress or to approve supplements. We have not had any insurance company come to our repair facility to address progress. Belton Collision Center prides itself on ensuring quality repairs and customer service. If at any point, we would have found that either our facility or any of our sublet contractor vendors were found at fault, we would assume full responsibility for all damages; however, this was not the case and the customer was kept up to date on progress as repairs were being done. Often times, we, as a repair facility cannot fully determine the total amount of time full repairs will take and do our best to provide accurate estimations of both time and needed repairs of any vehicle. We do want our customer to be satisfied with their repairs done at Belton Collision Center and would like to work with this customer to help them in any way we are able to, for both during and after any repairs done. We even provided the customer with a zero deductible by giving them our discount on parts prices as well as discounting their original tow bill. This saved the customer $500.00, which they did not have to pay out of pocket for their insurance claim. Belton Collision Center and Towing has been in business for over 10 years and worked with any insurance company to provide quality repairs and satisfied customers. It is no different in this particular case, and look forward to helping ensure the customer is satisfied.
We did have repair authorization from the customer to repair her vehicle and offered her the shop rates in parts to help her save her deductible which we did in fullWe also did all the repairs as written and the customer was given the estimate by her insurance company as they state on their own written estimate copy on page of the estimateThe estimate was not written until July 20, 2017, which was also part of the delay, as the supplement request for the additional damages, which added additional days for repair as wellWe did stay in contact with Ms [redacted] during the repairs and let her know that the insurance company does not approve of supplements as soon as they receive them, they also must assign them out to an appropriate adjustor and that takes a couple days aloneWe did release the vehicle to the customer after we did an inspection with her to ensure she was happy with all repairs that were done according to her estimate; this is when she did sign our “Vehicle Release Form”, this is a standard form and allows the customer any opportunity to address any issues prior to signing if she is unhappy about the repairs doneShe did not indicate any problems or that she was unhappy with repairs in any mannerAfter the customer picked up the vehicle we did not hear anything from her about being unhappy with her vehicle in any regardIt was not until August 29, that the customer called and informed us that her wheel fell off the carWe offered to tow her vehicle to our tire shop and she refused our tow service, but the car did end up at our sublet tire shop, McGuire Tire Shop.Once we contacted McGuire Tires, who we use for most of our tire related issues on our vehicles, McGuire Tires could not determine that it was related to the prior accident or repairs done by any technician at Belton collision CenterThe vehicle had a full front-end alignment done on it prior to releasing it to the customer originally on August 10, Also at which time there were no tire or wheel issues on the vehicleIt was at this time, that we did contact her insurance company, on her behalf and it was her insurance company who also determined it was NOT associated with her prior accident claim and they instructed her that it would be a new claim on her behalfBelton Collision Center prides itself on ensuring quality repairs and customer serviceIf at any point, we would have found that either our facility or any of our sublet contractor vendors were found at fault, we would assume full responsibility for all damages; however, this was not the case and the customer did drive the vehicle for days prior to the incident which she claims we are responsible for, and during this time, we are unaware of how many miles the vehicle was driven or who’s care the vehicle was in.We do want the customer to be satisfied with her repairs done at Belton Collision Center and would like to work with this customer to reassure her that we are not responsible for the damages which she now has had to pay out of pocket for anything not covered by her insurance company
Complaint: ***
I am rejecting this response because: It is all dishonest and far from the truth*** has lied to us multiple times and continually blames it on ***, however, *** has everything documented and recordedThey issued all supplemental payments WHEN they received the request for themBelton Collision took moths to do a job that would have taken any other shop 2-weeks maxNot to mention a lot of the parts they were paid to replace w/ labor paid, they bought used parts from junkyards or glued my old parts back onThere is no excuse for that at all, that is bad business practice altogetherAs for the hood they were paid for a hood matching my car, not some hood that they found for much cheaper so that they could pocket the difference just like the rest of my parts. *** *** (***) even stated that from now on they are telling all of their clients they will not cover any repairs done by Belton Collision and that they will have to go elsewhere if they would like their damages coveredThey said this is not the first time this has happened with Belton Collision and that they are known for cutting corners and doing a horrible job on repairs/not replacing parts that *** has paid for to be replacedI will never have my car serviced by Belton Collision again, and would like to have it taken elsewhere to have it repaired correctly and with the parts that *** has fully paid for to be replacedWith all the lies, dishonesty and unprofessionalism, they cannot be trusted by me and apparently will never be trusted by *** again eitherI will be needing compensation for all parts not replaced properly as well as labor to ensure that my car is repaired properly
Regards,
*** ***
I will have to disagree with Ms.***’s claims against the shop and how she continues to say we are lying to her or that we have lied in the pastWe have not lied to her regarding repairsUnfortunately, when we give customers dates for repair and initially inspect vehicles, we are only giving estimated timesWe are not able to determine fully how long repairs might actually take in some cases, nor are we able to determine how quickly we can get parts in, or if they come in correctlyWhen a vehicle has specific damages that involve the inner structure of a vehicle, it is often something that does take longer to address in repairs, as there are parts which must be fit, which means, installing and removing some parts to ensure proper fittingThis is something that often takes longer than anticipatedWe have worked with *** insurance company for many years, since our business has been open, and we currently continue to have *** insurance claimsIf an insurance company thought we were inadequate for completion of repairing vehicles, they would no longer allow us to do soWe do not have any insurance company that has ever determined we were not suitable to repair vehiclesAs far as the hood goes for the customers vehicle, we replaced the hood with a suitable “aftermarket” hood, which is what the insurance company wrote in their estimate for us to replace withHowever, because the hood seems to measure off slightly, I, *** ***, personally went over inspection of the vehicle with the customer, Mr*** *** and explained to him, that if he was unhappy about the hood alignment, that I would order a replacement hood, from their vehicle manufacturer and replace it at the customers convenience any time they were readyI want to ensure that this customer is happy with repairs, and I have done whatever I can to work with them in regards to ensuring that they are happy with the carI am more than willing to work with them on whatever it is they might think was not done according to their estimateI can go over the inspection with them again if they would give me the opportunity to do soI am a man of my word and I do not want any unhappy customers, or anyone thinking we did not correctly repair their vehicleThe customers main complaint originally with the shop was that we were taking longer than anticipated, but we simply ran into some unforeseen issues on this specific vehicle repair
Complaint: ***
I am rejecting this response because:Very little of this is actually true! They did lie repeatedly and have spoken very rudely to usWe only called multiple times because they kept telling us our car would be ready and it never wasThe insurance *** can actually vouch for how dishonest this company isWe have taken our vehicle to another repair shop and have documents sent to us from *** that majority of the parts that they have paid Belton Collision for are not in the carThe hood is the wrong hood for my car and some of the old parts were actually just glued on! I have documentation and a breakdown of everything that did not repair correctly and would like them to pay for my car to go to an honorable repair shopI will never do business with them againThere were paid well over $and only did a fraction of the work and bought used parts or used the old parts that had fallen off from the accident when the insurance had paid for all replacement partsAgain, I have documented proof of all this not to mention the hoodWe will be needed those funds returned to get the replacement parts and the car repaired properly.
Regards,
*** ***
Belton Collision Center did repairs on the vehicle which were damaged from the accident the customer stated happened to the vehicle originally, when the vehicle was towed into the shopThe repairs included replacing the front bumper and all components behind the front bumper area; including
absorber, impact bar and all brackets neededAdditionally, repairs included replacing the grill, emblem, and left headlamp assemblyAlso included was the radiator support and surrounding area, both left and right side support braces, underbody shield, and both right and left side shieldsSplash guard and all necessary hardware and brackets for all the referenced radiator support areaWe did hood repair for hoursWe also replaced both right and left fenders, both fender liners and all brackets where needed for the fendersWe replaced one wheel and replaced the suspension cross-member, both isolators and also had an alignment done. After the customer brought the van back in stating the van was making noise, we contracted a mechanic with *** Automotive Services to diagnose and do any additional repairs that we might have found that were possibly accident-relatedWe replaced the axel which was done for the customer, although that part was diagnosed that it was not part of the accidental repairsIn addition, we did replace the power steering gear, and replaced the sway bar link and also replaced the front strut assemblyThe van was diagnosed and repairs were made to any part that might have occurred in the accident, however, the van was also found to have prior wear and tear, and that the motor mount was damaged, which did not happen in the accident and was not part of the responsibility of Belton Collision Center as part of the repairs agreed upon. For the work that was completed by Belton Collision Center, as well as the mechanical work which we had paid for which included diagnosis of the motor mount, etc., our repair bill was $8,860.18, which was well over the estimated original price of $7,500.00, and all that was charged to the customerWe did have the customer come in and we did do the additional work that we needed to in order to make the customer happy, but we have gone above and beyond with trying to make the customer happy with repairs that Belton Collision was solely responsible for. We strive to have happy, satisfied customers and always will continue to work on improving what standards we must in order to please our customersHowever, if the repairs are not related to estimates which we have done upon inspection of accident-related damages, or if there is other prior wear and tear, we cannot be responsible for that kind of work
Unfortunately, we did have to wait on the insurance company to come and inspect the vehicle which arrived at our shop on January 27, 2018 from an accident scene. The insurance company wrote and sent their estimate to us on February 2, 2018. The original estimate did have repair time of 14 business...
days. We did however have a supplement that we had to submit for additional repair that were not included on the original estimate. This was submitted on February 7, 2018 after repairs had already begun. We received the approved supplement back from the adjustor on February 10, 2018. This added an additional two days in wait time alone. We then noticed that the vehicle had some inner structural alignment issues which had to be addressed with the insurance company in an additional supplement. The additional supplement was sent to the insurance adjustor on March 1, 2018, and was approved on March 2, 2018, but was not emailed to the shop until after 5:00 pm, which is what time we close, so we were not able to see it until Monday, March 5, 2018. And the additional repairs on our supplement involved inner structural components were met with some challenges in getting everything to line up properly as well. We did have some issues in getting a few parts in correctly or even timely. There was an issue with a couple of our dealer suppliers in shipping in from other states, where they had weather issues. This did hold up progress a few days as well. We did keep in contact with the customer, as they did call the shop every day, occasionally multiple times within a day. But we did not lie to the customer, we did explain that we were having some issues in getting the structural alignment just right, and we did not want to send the vehicle out with any future issues or problems later. We also answer the phone daily Monday through Friday during our normal business hours, 8:00 am through 5:00 pm, unless we are with another customer, or doing an estimate outside of the office. We have worked directly with insurance companies each day we are open for business. Insurance companies do not approve supplements, payments or repairs for such without proof of damages from the accident the vehicle was involved in. The adjustor has only come to the repair facility to look at repairs in progress or to approve supplements. We have not had any insurance company come to our repair facility to address progress. Belton Collision Center prides itself on ensuring quality repairs and customer service. If at any point, we would have found that either our facility or any of our sublet contractor vendors were found at fault, we would assume full responsibility for all damages; however, this was not the case and the customer was kept up to date on progress as repairs were being done. Often times, we, as a repair facility cannot fully determine the total amount of time full repairs will take and do our best to provide accurate estimations of both time and needed repairs of any vehicle. We do want our customer to be satisfied with their repairs done at Belton Collision Center and would like to work with this customer to help them in any way we are able to, for both during and after any repairs done. We even provided the customer with a zero deductible by giving them our discount on parts prices as well as discounting their original tow bill. This saved the customer $500.00, which they did not have to pay out of pocket for their insurance claim. Belton Collision Center and Towing has been in business for over 10 years and worked with any insurance company to provide quality repairs and satisfied customers. It is no different in this particular case, and look forward to helping ensure the customer is satisfied.
We did have repair authorization from the customer to repair her vehicle and offered her the shop rates in parts to help her save her deductible which we did in full. We also did all the repairs as written and the customer was given the estimate by her insurance company as they state on their own...
written estimate copy on page 4 of the estimate. The estimate was not written until July 20, 2017, which was also part of the delay, as the supplement request for the additional damages, which added additional days for repair as well. We did stay in contact with Ms. [redacted] during the repairs and let her know that the insurance company does not approve of supplements as soon as they receive them, they also must assign them out to an appropriate adjustor and that takes a couple days alone. We did release the vehicle to the customer after we did an inspection with her to ensure she was happy with all repairs that were done according to her estimate; this is when she did sign our “Vehicle Release Form”, this is a standard form and allows the customer any opportunity to address any issues prior to signing if she is unhappy about the repairs done. She did not indicate any problems or that she was unhappy with repairs in any manner. After the customer picked up the vehicle we did not hear anything from her about being unhappy with her vehicle in any regard. It was not until August 29, 2017 that the customer called and informed us that her wheel fell off the car. We offered to tow her vehicle to our tire shop and she refused our tow service, but the car did end up at our sublet tire shop, McGuire Tire Shop.Once we contacted McGuire Tires, who we use for most of our tire related issues on our vehicles, McGuire Tires could not determine that it was related to the prior accident or repairs done by any technician at Belton collision Center. The vehicle had a full front-end alignment done on it prior to releasing it to the customer originally on August 10, 2017. Also at which time there were no tire or wheel issues on the vehicle. It was at this time, that we did contact her insurance company, on her behalf and it was her insurance company who also determined it was NOT associated with her prior accident claim and they instructed her that it would be a new claim on her behalf. Belton Collision Center prides itself on ensuring quality repairs and customer service. If at any point, we would have found that either our facility or any of our sublet contractor vendors were found at fault, we would assume full responsibility for all damages; however, this was not the case and the customer did drive the vehicle for 17 days prior to the incident which she claims we are responsible for, and during this time, we are unaware of how many miles the vehicle was driven or who’s care the vehicle was in.We do want the customer to be satisfied with her repairs done at Belton Collision Center and would like to work with this customer to reassure her that we are not responsible for the damages which she now has had to pay out of pocket for anything not covered by her insurance company.
Complaint: [redacted]
I am rejecting this response because:This is not accurate. Many of the parts they claimed to have replaced were not replaced. I was never given an invoice or itemized list of parts replaced and what the costs were. They showed me a list but said it wasn't complete or accurate and said they'd give me the final copy. However they just continued to make excuses on why the van was not done and they would always come up with an excuse on why the paperwork was not done. I believe Belton Collision charged me for parts that were not replaced and work that was not completed. when I brought the van back for repairs nothing was replaced. The "mechanic" they had me speak to was not a certified mechanic. The part they claimed to have replaced was just laying in my van. This place needs to be thoroughly investigated. After a lot of research I found I am not the only one they have done this to.
Regards,
[redacted]
Customer brought 1999 Volkswagen Jetta in for an estimatefor a side collision. Damage was on right fender (fender liner) bumper coverand side marker light. The grille was not part of the collision damage.Customer was informed that the grille was not accident related. If he wantedthe grille fix he...
would have to pay for a new one and labor time. As for thebumper inserts they were not in the vehicle, we can’t install something that isnot present. We installed the customers molding on all four doors as a curtesysince he was not happy with the work done. All complaints on the repair of the vehicle wereaddressed and fixed. Customer called 5 days later to say he was still not satisfiedwith the work done Customer was told to please bring the vehicle in so theManager and Owner could see the so called zip ties, hot glue and cut bolts. Customernever called or came back to shop so situation could be resolved.
Complaint: [redacted]
I am rejecting this response because:Belton Collision never provided me with a written estimate. Both struts are still bad on my van. There were multiple broken motor mounts that were a result of the collision. the van overall drives horribly now and was unsafe when returned to me because the lower cross memeber was also loose. I also had to get 2 new tires. Belton Collision also had two of my wheels painted black while leaving the others aluminum colored. They charged me over 500 to paint them the wrong color. Belton Collision did not go above and beyond. I also have a professional witness that can testify on my behalf. He has direct knowledge and proof of Belton collisions misconduct.
Regards,
[redacted]
Mr. [redacted] had his vehicle towed to our repair facility and we agreed to do collision repairs for $7,500.00, which we do have an estimate for and he was given the written estimate as well. Mr. [redacted] was also paid $12,500.00 from the insurance company to reclaim and repair his vehicle. We did all collision repairs, and when he returned, we did do suspension work which was one of the parts that we purchased that did not work in his vehicle and we re-ordered it correctly, which was the part that was left in Mr. [redacted]s vehicle. This part was over $300.00 which we did ask Mr. [redacted] if he had and he said no. Belton Collision Center does work associated with collision damages only in most cases, and we did refer Mr. [redacted] to the mechanic who owns “[redacted] Automotive Repair Services”. He is the one who determined that there was further wear and tear on the vehicle and other damages not accident related. We have gone above and beyond to help Mr. [redacted] with repairing his Town and Country van and we do not feel that normal mechanical wear and tear should be part of the damages Mr. [redacted] is seeking to have paid for. The only real complaint that Mr. [redacted] told us he knew was wrong was the “motor mount” was broken, but was worn down due to wear and tear. We did tell Mr. [redacted] we could get this repaired, but this would be for an additional charge and at his cost, not the cost of Belton Collision Center.
Complaint: [redacted] I am rejecting this response because:This is not accurateMany of the parts they claimed to have replaced were not replacedI was never given an invoice or itemized list of parts replaced and what the costs wereThey showed me a list but said it wasn't complete or accurate and said they'd give me the final copyHowever they just continued to make excuses on why the van was not done and they would always come up with an excuse on why the paperwork was not doneI believe Belton Collision charged me for parts that were not replaced and work that was not completedwhen I brought the van back for repairs nothing was replacedThe "mechanic" they had me speak to was not a certified mechanicThe part they claimed to have replaced was just laying in my vanThis place needs to be thoroughly investigatedAfter a lot of research I found I am not the only one they have done this to Regards, [redacted] ***
Mr [redacted] had his vehicle towed to our repair facility and we agreed to do collision repairs for $7,500.00, which we do have an estimate for and he was given the written estimate as wellMr [redacted] was also paid $12,from the insurance company to reclaim and repair his vehicleWe did all collision repairs, and when he returned, we did do suspension work which was one of the parts that we purchased that did not work in his vehicle and we re-ordered it correctly, which was the part that was left in Mr***s vehicleThis part was over $which we did ask Mr [redacted] if he had and he said noBelton Collision Center does work associated with collision damages only in most cases, and we did refer Mr [redacted] to the mechanic who owns “ [redacted] Automotive Repair Services”He is the one who determined that there was further wear and tear on the vehicle and other damages not accident relatedWe have gone above and beyond to help Mr [redacted] with repairing his Town and Country van and we do not feel that mechanical wear and tear should be part of the damages Mr [redacted] is seeking to have paid forThe only real complaint that Mr [redacted] told us he knew was wrong was the “motor mount” was broken, but was worn down due to wear and tearWe did tell Mr [redacted] we could get this repaired, but this would be for an additional charge and at his cost, not the cost of Belton Collision Center
Unfortunately, we did have to wait on the insurance company to come and inspect the vehicle which arrived at our shop on January 27, 2018 from an accident scene. The insurance company wrote and sent their estimate to us on February 2, 2018. The original estimate did have repair time of 14 business... days. We did however have a supplement that we had to submit for additional repair that were not included on the original estimate. This was submitted on February 7, 2018 after repairs had already begun. We received the approved supplement back from the adjustor on February 10, 2018. This added an additional two days in wait time alone. We then noticed that the vehicle had some inner structural alignment issues which had to be addressed with the insurance company in an additional supplement. The additional supplement was sent to the insurance adjustor on March 1, 2018, and was approved on March 2, 2018, but was not emailed to the shop until after 5:00 pm, which is what time we close, so we were not able to see it until Monday, March 5, 2018. And the additional repairs on our supplement involved inner structural components were met with some challenges in getting everything to line up properly as well. We did have some issues in getting a few parts in correctly or even timely. There was an issue with a couple of our dealer suppliers in shipping in from other states, where they had weather issues. This did hold up progress a few days as well. We did keep in contact with the customer, as they did call the shop every day, occasionally multiple times within a day. But we did not lie to the customer, we did explain that we were having some issues in getting the structural alignment just right, and we did not want to send the vehicle out with any future issues or problems later. We also answer the phone daily Monday through Friday during our normal business hours, 8:00 am through 5:00 pm, unless we are with another customer, or doing an estimate outside of the office. We have worked directly with insurance companies each day we are open for business. Insurance companies do not approve supplements, payments or repairs for such without proof of damages from the accident the vehicle was involved in. The adjustor has only come to the repair facility to look at repairs in progress or to approve supplements. We have not had any insurance company come to our repair facility to address progress. Belton Collision Center prides itself on ensuring quality repairs and customer service. If at any point, we would have found that either our facility or any of our sublet contractor vendors were found at fault, we would assume full responsibility for all damages; however, this was not the case and the customer was kept up to date on progress as repairs were being done. Often times, we, as a repair facility cannot fully determine the total amount of time full repairs will take and do our best to provide accurate estimations of both time and needed repairs of any vehicle. We do want our customer to be satisfied with their repairs done at Belton Collision Center and would like to work with this customer to help them in any way we are able to, for both during and after any repairs done. We even provided the customer with a zero deductible by giving them our discount on parts prices as well as discounting their original tow bill. This saved the customer $500.00, which they did not have to pay out of pocket for their insurance claim. Belton Collision Center and Towing has been in business for over 10 years and worked with any insurance company to provide quality repairs and satisfied customers. It is no different in this particular case, and look forward to helping ensure the customer is satisfied.
We did have repair authorization from the customer to repair her vehicle and offered her the shop rates in parts to help her save her deductible which we did in fullWe also did all the repairs as written and the customer was given the estimate by her insurance company as they state on their own written estimate copy on page of the estimateThe estimate was not written until July 20, 2017, which was also part of the delay, as the supplement request for the additional damages, which added additional days for repair as wellWe did stay in contact with Ms [redacted] during the repairs and let her know that the insurance company does not approve of supplements as soon as they receive them, they also must assign them out to an appropriate adjustor and that takes a couple days aloneWe did release the vehicle to the customer after we did an inspection with her to ensure she was happy with all repairs that were done according to her estimate; this is when she did sign our “Vehicle Release Form”, this is a standard form and allows the customer any opportunity to address any issues prior to signing if she is unhappy about the repairs doneShe did not indicate any problems or that she was unhappy with repairs in any mannerAfter the customer picked up the vehicle we did not hear anything from her about being unhappy with her vehicle in any regardIt was not until August 29, that the customer called and informed us that her wheel fell off the carWe offered to tow her vehicle to our tire shop and she refused our tow service, but the car did end up at our sublet tire shop, McGuire Tire Shop.Once we contacted McGuire Tires, who we use for most of our tire related issues on our vehicles, McGuire Tires could not determine that it was related to the prior accident or repairs done by any technician at Belton collision CenterThe vehicle had a full front-end alignment done on it prior to releasing it to the customer originally on August 10, Also at which time there were no tire or wheel issues on the vehicleIt was at this time, that we did contact her insurance company, on her behalf and it was her insurance company who also determined it was NOT associated with her prior accident claim and they instructed her that it would be a new claim on her behalfBelton Collision Center prides itself on ensuring quality repairs and customer serviceIf at any point, we would have found that either our facility or any of our sublet contractor vendors were found at fault, we would assume full responsibility for all damages; however, this was not the case and the customer did drive the vehicle for days prior to the incident which she claims we are responsible for, and during this time, we are unaware of how many miles the vehicle was driven or who’s care the vehicle was in.We do want the customer to be satisfied with her repairs done at Belton Collision Center and would like to work with this customer to reassure her that we are not responsible for the damages which she now has had to pay out of pocket for anything not covered by her insurance company
Complaint: ***
I am rejecting this response because: It is all dishonest and far from the truth*** has lied to us multiple times and continually blames it on ***, however, *** has everything documented and recordedThey issued all supplemental payments WHEN they received the request for themBelton Collision took moths to do a job that would have taken any other shop 2-weeks maxNot to mention a lot of the parts they were paid to replace w/ labor paid, they bought used parts from junkyards or glued my old parts back onThere is no excuse for that at all, that is bad business practice altogetherAs for the hood they were paid for a hood matching my car, not some hood that they found for much cheaper so that they could pocket the difference just like the rest of my parts. *** *** (***) even stated that from now on they are telling all of their clients they will not cover any repairs done by Belton Collision and that they will have to go elsewhere if they would like their damages coveredThey said this is not the first time this has happened with Belton Collision and that they are known for cutting corners and doing a horrible job on repairs/not replacing parts that *** has paid for to be replacedI will never have my car serviced by Belton Collision again, and would like to have it taken elsewhere to have it repaired correctly and with the parts that *** has fully paid for to be replacedWith all the lies, dishonesty and unprofessionalism, they cannot be trusted by me and apparently will never be trusted by *** again eitherI will be needing compensation for all parts not replaced properly as well as labor to ensure that my car is repaired properly
Regards,
*** ***
I will have to disagree with Ms.***’s claims against the shop and how she continues to say we are lying to her or that we have lied in the pastWe have not lied to her regarding repairsUnfortunately, when we give customers dates for repair and initially inspect vehicles, we are only giving estimated timesWe are not able to determine fully how long repairs might actually take in some cases, nor are we able to determine how quickly we can get parts in, or if they come in correctlyWhen a vehicle has specific damages that involve the inner structure of a vehicle, it is often something that does take longer to address in repairs, as there are parts which must be fit, which means, installing and removing some parts to ensure proper fittingThis is something that often takes longer than anticipatedWe have worked with *** insurance company for many years, since our business has been open, and we currently continue to have *** insurance claimsIf an insurance company thought we were inadequate for completion of repairing vehicles, they would no longer allow us to do soWe do not have any insurance company that has ever determined we were not suitable to repair vehiclesAs far as the hood goes for the customers vehicle, we replaced the hood with a suitable “aftermarket” hood, which is what the insurance company wrote in their estimate for us to replace withHowever, because the hood seems to measure off slightly, I, *** ***, personally went over inspection of the vehicle with the customer, Mr*** *** and explained to him, that if he was unhappy about the hood alignment, that I would order a replacement hood, from their vehicle manufacturer and replace it at the customers convenience any time they were readyI want to ensure that this customer is happy with repairs, and I have done whatever I can to work with them in regards to ensuring that they are happy with the carI am more than willing to work with them on whatever it is they might think was not done according to their estimateI can go over the inspection with them again if they would give me the opportunity to do soI am a man of my word and I do not want any unhappy customers, or anyone thinking we did not correctly repair their vehicleThe customers main complaint originally with the shop was that we were taking longer than anticipated, but we simply ran into some unforeseen issues on this specific vehicle repair
Complaint: ***
I am rejecting this response because:Very little of this is actually true! They did lie repeatedly and have spoken very rudely to usWe only called multiple times because they kept telling us our car would be ready and it never wasThe insurance *** can actually vouch for how dishonest this company isWe have taken our vehicle to another repair shop and have documents sent to us from *** that majority of the parts that they have paid Belton Collision for are not in the carThe hood is the wrong hood for my car and some of the old parts were actually just glued on! I have documentation and a breakdown of everything that did not repair correctly and would like them to pay for my car to go to an honorable repair shopI will never do business with them againThere were paid well over $and only did a fraction of the work and bought used parts or used the old parts that had fallen off from the accident when the insurance had paid for all replacement partsAgain, I have documented proof of all this not to mention the hoodWe will be needed those funds returned to get the replacement parts and the car repaired properly.
Regards,
*** ***
Belton Collision Center did repairs on the vehicle which were damaged from the accident the customer stated happened to the vehicle originally, when the vehicle was towed into the shopThe repairs included replacing the front bumper and all components behind the front bumper area; including
absorber, impact bar and all brackets neededAdditionally, repairs included replacing the grill, emblem, and left headlamp assemblyAlso included was the radiator support and surrounding area, both left and right side support braces, underbody shield, and both right and left side shieldsSplash guard and all necessary hardware and brackets for all the referenced radiator support areaWe did hood repair for hoursWe also replaced both right and left fenders, both fender liners and all brackets where needed for the fendersWe replaced one wheel and replaced the suspension cross-member, both isolators and also had an alignment done. After the customer brought the van back in stating the van was making noise, we contracted a mechanic with *** Automotive Services to diagnose and do any additional repairs that we might have found that were possibly accident-relatedWe replaced the axel which was done for the customer, although that part was diagnosed that it was not part of the accidental repairsIn addition, we did replace the power steering gear, and replaced the sway bar link and also replaced the front strut assemblyThe van was diagnosed and repairs were made to any part that might have occurred in the accident, however, the van was also found to have prior wear and tear, and that the motor mount was damaged, which did not happen in the accident and was not part of the responsibility of Belton Collision Center as part of the repairs agreed upon. For the work that was completed by Belton Collision Center, as well as the mechanical work which we had paid for which included diagnosis of the motor mount, etc., our repair bill was $8,860.18, which was well over the estimated original price of $7,500.00, and all that was charged to the customerWe did have the customer come in and we did do the additional work that we needed to in order to make the customer happy, but we have gone above and beyond with trying to make the customer happy with repairs that Belton Collision was solely responsible for. We strive to have happy, satisfied customers and always will continue to work on improving what standards we must in order to please our customersHowever, if the repairs are not related to estimates which we have done upon inspection of accident-related damages, or if there is other prior wear and tear, we cannot be responsible for that kind of work
Unfortunately, we did have to wait on the insurance company to come and inspect the vehicle which arrived at our shop on January 27, 2018 from an accident scene. The insurance company wrote and sent their estimate to us on February 2, 2018. The original estimate did have repair time of 14 business...
days. We did however have a supplement that we had to submit for additional repair that were not included on the original estimate. This was submitted on February 7, 2018 after repairs had already begun. We received the approved supplement back from the adjustor on February 10, 2018. This added an additional two days in wait time alone. We then noticed that the vehicle had some inner structural alignment issues which had to be addressed with the insurance company in an additional supplement. The additional supplement was sent to the insurance adjustor on March 1, 2018, and was approved on March 2, 2018, but was not emailed to the shop until after 5:00 pm, which is what time we close, so we were not able to see it until Monday, March 5, 2018. And the additional repairs on our supplement involved inner structural components were met with some challenges in getting everything to line up properly as well. We did have some issues in getting a few parts in correctly or even timely. There was an issue with a couple of our dealer suppliers in shipping in from other states, where they had weather issues. This did hold up progress a few days as well. We did keep in contact with the customer, as they did call the shop every day, occasionally multiple times within a day. But we did not lie to the customer, we did explain that we were having some issues in getting the structural alignment just right, and we did not want to send the vehicle out with any future issues or problems later. We also answer the phone daily Monday through Friday during our normal business hours, 8:00 am through 5:00 pm, unless we are with another customer, or doing an estimate outside of the office. We have worked directly with insurance companies each day we are open for business. Insurance companies do not approve supplements, payments or repairs for such without proof of damages from the accident the vehicle was involved in. The adjustor has only come to the repair facility to look at repairs in progress or to approve supplements. We have not had any insurance company come to our repair facility to address progress. Belton Collision Center prides itself on ensuring quality repairs and customer service. If at any point, we would have found that either our facility or any of our sublet contractor vendors were found at fault, we would assume full responsibility for all damages; however, this was not the case and the customer was kept up to date on progress as repairs were being done. Often times, we, as a repair facility cannot fully determine the total amount of time full repairs will take and do our best to provide accurate estimations of both time and needed repairs of any vehicle. We do want our customer to be satisfied with their repairs done at Belton Collision Center and would like to work with this customer to help them in any way we are able to, for both during and after any repairs done. We even provided the customer with a zero deductible by giving them our discount on parts prices as well as discounting their original tow bill. This saved the customer $500.00, which they did not have to pay out of pocket for their insurance claim. Belton Collision Center and Towing has been in business for over 10 years and worked with any insurance company to provide quality repairs and satisfied customers. It is no different in this particular case, and look forward to helping ensure the customer is satisfied.
We did have repair authorization from the customer to repair her vehicle and offered her the shop rates in parts to help her save her deductible which we did in full. We also did all the repairs as written and the customer was given the estimate by her insurance company as they state on their own...
written estimate copy on page 4 of the estimate. The estimate was not written until July 20, 2017, which was also part of the delay, as the supplement request for the additional damages, which added additional days for repair as well. We did stay in contact with Ms. [redacted] during the repairs and let her know that the insurance company does not approve of supplements as soon as they receive them, they also must assign them out to an appropriate adjustor and that takes a couple days alone. We did release the vehicle to the customer after we did an inspection with her to ensure she was happy with all repairs that were done according to her estimate; this is when she did sign our “Vehicle Release Form”, this is a standard form and allows the customer any opportunity to address any issues prior to signing if she is unhappy about the repairs done. She did not indicate any problems or that she was unhappy with repairs in any manner. After the customer picked up the vehicle we did not hear anything from her about being unhappy with her vehicle in any regard. It was not until August 29, 2017 that the customer called and informed us that her wheel fell off the car. We offered to tow her vehicle to our tire shop and she refused our tow service, but the car did end up at our sublet tire shop, McGuire Tire Shop.Once we contacted McGuire Tires, who we use for most of our tire related issues on our vehicles, McGuire Tires could not determine that it was related to the prior accident or repairs done by any technician at Belton collision Center. The vehicle had a full front-end alignment done on it prior to releasing it to the customer originally on August 10, 2017. Also at which time there were no tire or wheel issues on the vehicle. It was at this time, that we did contact her insurance company, on her behalf and it was her insurance company who also determined it was NOT associated with her prior accident claim and they instructed her that it would be a new claim on her behalf. Belton Collision Center prides itself on ensuring quality repairs and customer service. If at any point, we would have found that either our facility or any of our sublet contractor vendors were found at fault, we would assume full responsibility for all damages; however, this was not the case and the customer did drive the vehicle for 17 days prior to the incident which she claims we are responsible for, and during this time, we are unaware of how many miles the vehicle was driven or who’s care the vehicle was in.We do want the customer to be satisfied with her repairs done at Belton Collision Center and would like to work with this customer to reassure her that we are not responsible for the damages which she now has had to pay out of pocket for anything not covered by her insurance company.
Complaint: [redacted]
I am rejecting this response because:This is not accurate. Many of the parts they claimed to have replaced were not replaced. I was never given an invoice or itemized list of parts replaced and what the costs were. They showed me a list but said it wasn't complete or accurate and said they'd give me the final copy. However they just continued to make excuses on why the van was not done and they would always come up with an excuse on why the paperwork was not done. I believe Belton Collision charged me for parts that were not replaced and work that was not completed. when I brought the van back for repairs nothing was replaced. The "mechanic" they had me speak to was not a certified mechanic. The part they claimed to have replaced was just laying in my van. This place needs to be thoroughly investigated. After a lot of research I found I am not the only one they have done this to.
Regards,
[redacted]
Customer brought 1999 Volkswagen Jetta in for an estimatefor a side collision. Damage was on right fender (fender liner) bumper coverand side marker light. The grille was not part of the collision damage.Customer was informed that the grille was not accident related. If he wantedthe grille fix he...
would have to pay for a new one and labor time. As for thebumper inserts they were not in the vehicle, we can’t install something that isnot present. We installed the customers molding on all four doors as a curtesysince he was not happy with the work done. All complaints on the repair of the vehicle wereaddressed and fixed. Customer called 5 days later to say he was still not satisfiedwith the work done Customer was told to please bring the vehicle in so theManager and Owner could see the so called zip ties, hot glue and cut bolts. Customernever called or came back to shop so situation could be resolved.
Complaint: [redacted]
I am rejecting this response because:Belton Collision never provided me with a written estimate. Both struts are still bad on my van. There were multiple broken motor mounts that were a result of the collision. the van overall drives horribly now and was unsafe when returned to me because the lower cross memeber was also loose. I also had to get 2 new tires. Belton Collision also had two of my wheels painted black while leaving the others aluminum colored. They charged me over 500 to paint them the wrong color. Belton Collision did not go above and beyond. I also have a professional witness that can testify on my behalf. He has direct knowledge and proof of Belton collisions misconduct.
Regards,
[redacted]
Mr. [redacted] had his vehicle towed to our repair facility and we agreed to do collision repairs for $7,500.00, which we do have an estimate for and he was given the written estimate as well. Mr. [redacted] was also paid $12,500.00 from the insurance company to reclaim and repair his vehicle. We did all collision repairs, and when he returned, we did do suspension work which was one of the parts that we purchased that did not work in his vehicle and we re-ordered it correctly, which was the part that was left in Mr. [redacted]s vehicle. This part was over $300.00 which we did ask Mr. [redacted] if he had and he said no. Belton Collision Center does work associated with collision damages only in most cases, and we did refer Mr. [redacted] to the mechanic who owns “[redacted] Automotive Repair Services”. He is the one who determined that there was further wear and tear on the vehicle and other damages not accident related. We have gone above and beyond to help Mr. [redacted] with repairing his Town and Country van and we do not feel that normal mechanical wear and tear should be part of the damages Mr. [redacted] is seeking to have paid for. The only real complaint that Mr. [redacted] told us he knew was wrong was the “motor mount” was broken, but was worn down due to wear and tear. We did tell Mr. [redacted] we could get this repaired, but this would be for an additional charge and at his cost, not the cost of Belton Collision Center.