Priority Collision Center

We at Priority Collision would like to take the time to acknowledge the concern [redacted] has for the billing and repairs completed on his [redacted] Although it is uncommon to have a vehicle at our shop for more than a few days, [redacted] ’ vehicle was at our shop for an unusual length of time Please see the timeline below: 2/13/14- Vehicle is towed to our facility by [redacted] and recovery 2/14/14- [redacted] is notified that we do not have the keys and cannot access the vehicle 2/17/14- [redacted] began the estimate on [redacted] ’ vehicle 2/20/14- [redacted] gave authorization to repair his vehicle 2/21/14- Preliminary parts are ordered 2/24/14- Vehicle is assigned to technician for disassembly and repair 2/26/14- Additional parts are ordered based on disassembly 3/5/14- Body repairs are completed and the vehicle goes to [redacted] service for alignment, suspension damage is discovered and parts are ordered While the vehicle is being pulled onto the lift, the tire hits the side of the lift and is damaged [redacted] is notified and a new tire is purchased 3/7/14- [redacted] service department completes their repairs, but cannot get the vehicle to align, the vehicle is sent to [redacted] 3/12/14- Vehicle comes back from [redacted] , but is still not tracking straight, so we decide to send the vehicle to [redacted] to see if they can get the alignment right 3/14/14- [redacted] sends the vehicle back to us stating that they do not have the right equipment to align this vehicle because of the aftermarket items on the suspension 3/18/14- Vehicle is sent to [redacted] 3/28/14- [redacted] completes the vehicle and it comes back to us for cleanup and delivery 3/28/14- [redacted] notifies us that the spoiler on his vehicle is not correct He had an aftermarket spoiler on his vehicle We had purchased the spoiler that decoded to that vehicle based on the VIN 3/31/14- We notify [redacted] and they cannot find the aftermarket bumper cover that the vehicle had 4/1/14- [redacted] notifies us of the correct vendor for the spoiler 4/2/14- We are able to contact the vendor, order the spoiler and pay for it They advise that they have to make the part and will ship it to us as soon as they can 4/14/14- Spoiler arrives, but has to sit out in the sun for a day to retake shape as it was folded up in the box for shipping purposes 4/15/14- Spoiler and bumper are painted 4/16/14- Vehicle is reassembled and sent to detail 4/17/14- Vehicle is detailed and quality control inspection completed 4/18/14- [redacted] picks up the vehicle and says that he is taking it to the exhaust shop so that they can install it that day He will return in the afternoon with the vehicle so that we can complete a minor repair to the freshly painted front bumper which appears to have been scraped in the parking lot He did not return with the vehicle that day 4/20/14- [redacted] sends me an email with a long list of complaints about the repairs and items that he feels that were damaged at our facility It took several weeks to get him back into our facility to try and resolve the issues that he listed below: Front bumper color does not match the front end of the vehicle- I explained to him that the reason it does not match is because the vehicle has been repaired and painted several times and the hood and fenders are all different colors I advised him I would talk to [redacted] and see if they would agree to blend the fenders At a later date, they inspected the vehicle and agreed to pay to blend the fenders on the vehicle The speaker in the rear of the vehicle did not sound the same as it did prior to the repairs- I advised [redacted] that the speakers were never disconnected from the vehicle and any issue he had would need diagnosed to determine what the problem was Small scratches on the left fender- I advised [redacted] that they appeared to be surface scratches like those on the rest of the vehicle, but that when the fenders are blended, they would no longer be visible I also offered to polish the scratches off if he did not have the fenders blended Lug nut covers were missing- I advised [redacted] that in the initial photos some of the lug nut covers were missing, but that since we had the vehicle at so many different places for suspension work I would reimburse him for the entire set He purchased those covers and I reimbursed him as promised Left front sun visor ripped and mirror missing from center console lid- [redacted] felt that the material on the sun visor was not ripped when it arrived at our facility He also felt that someone had taken the mirror from inside the ashtray in his center console I explained to him that if one of my technicians damaged something in the vehicle, they would let me know so that we could pay for it We were not advised of these issues and could not confirm that we had caused either However, in an attempt to resolve the matter, I offered to pay for half of the cost of each item [redacted] refused the offer and demanded that we pay for both items completely After attempting to resolve these issues with [redacted] and his refusal to accept my offers, I advised him that there was nothing else I could do to help him I advised him that since we could not make him happy I would not charge him for his $ deductible but that we would no longer work on his [redacted] We also paid over $in rental charges for [redacted] due to the extended length of time we had the vehicle at our facility In regards to the “fraudulent charges” to [redacted] Insurance, there were none The estimate was reviewed and discussed with multiple adjusters with [redacted] before the final bill was submitted We were advised by [redacted] to put the tire on the estimate as it was damaged during the course of the repairs The spoiler that decoded to the vehicle per [redacted] is the spoiler that we initially installed on the vehicle In order to do so, the technician had to drill holes in the bumper cover When [redacted] advised us that it was the wrong spoiler, we contacted [redacted] to advise them that we would need to order the correct spoiler as well as replace the bumper cover since the holes had been drilled They advised us to leave the original spoiler on the estimate and replace the bumper cover We did pay the cost of the second spoiler as well as the additional labor and paint and materials required to paint both items since the initial spoiler was wrong We are very disappointed that we were unable to repair the vehicle to [redacted] ’ satisfaction However, we had offered to remedy many of the issues and [redacted] did not accept those offers We did not charge [redacted] for his deductible so that he would not be out of pocket for any of the repairs and we also paid for any rental fees that were not covered by his [redacted] Insurance policy [redacted] has worked with us through the entire repair process and is aware of all of the attempts we have made to resolve this matter At this time, we feel there is nothing more that we can do to assist [redacted]

BBB spoke with a representative from the business who stated that it did take longer than 5 days to fix the vehicle, because there was damage to the vehicle in excess of $6,000, as well as delayed parts. He stated that the gave the customer a battery for no charge, which cost $150, and also paid $50... toward the deductible, totaling $200. They have also offered a gift certificate to the customer of $1,000 with no expiration date, and stated that the customer seemed to be satisfied with that offer and they believe the issue to be resolved.

We are currently working with *** *** to resolve the issue with his vehicle We have placed him in a rental at our expense and will notify you once the matter is taken care of Please contact me with any questions that you may have in the mean time
Sincerely, *** ***
*** *** *** ***
*** ***

I wanted to report a resolution to my complaint #[redacted]. Since filing the complaint, I have received a refund from Priority Collision Center.[redacted] 
*

We at Priority Collision would like to take the time to
acknowledge the concern [redacted] has for the billing and repairs completed
on his [redacted].  Although it is
uncommon to have a vehicle at our shop for more than a few days, [redacted]’
vehicle was...

at our shop for an unusual length of time.  Please see the timeline below:
2/13/14- Vehicle is towed to our facility by [redacted]
and recovery
2/14/14- [redacted] is notified that we do not have the
keys and cannot access the vehicle
2/17/14- [redacted] began the estimate on [redacted]’
vehicle
2/20/14- [redacted] gave authorization to repair his
vehicle
2/21/14- Preliminary parts are ordered
2/24/14- Vehicle is assigned to technician for disassembly
and repair
2/26/14- Additional parts are ordered based on disassembly
3/5/14- Body repairs are completed and the vehicle goes to
[redacted] service for alignment, suspension damage is discovered and parts are
ordered.  While the vehicle is being
pulled onto the lift, the tire hits the side of the lift and is damaged.  [redacted] is notified and a new tire is
purchased.
3/7/14- [redacted] service department completes their repairs,
but cannot get the vehicle to align, the vehicle is sent to [redacted]
3/12/14- Vehicle comes back from [redacted], but is
still not tracking straight, so we decide to send the vehicle to [redacted] to see if they can get the alignment right.
3/14/14- [redacted] sends the vehicle back to us
stating that they do not have the right equipment to align this vehicle because
of the aftermarket items on the suspension.
3/18/14- Vehicle is sent to [redacted]
3/28/14- [redacted] completes the vehicle and it comes
back to us for cleanup and delivery.
3/28/14- [redacted] notifies us that the spoiler on his
vehicle is not correct.  He had an
aftermarket spoiler on his vehicle.  We
had purchased the spoiler that decoded to that vehicle based on the VIN. 
3/31/14- We notify [redacted] and they cannot find
the aftermarket bumper cover that the vehicle had. 
4/1/14- [redacted] notifies us of the correct vendor for
the spoiler
4/2/14- We are able to contact the vendor, order the spoiler
and pay for it.  They advise that they
have to make the part and will ship it to us as soon as they can.
4/14/14- Spoiler arrives, but has to sit out in the sun for
a day to retake shape as it was folded up in the box for shipping purposes.
4/15/14- Spoiler and bumper are painted
4/16/14- Vehicle is reassembled and sent to detail
4/17/14- Vehicle is detailed and quality control inspection
completed
4/18/14- [redacted] picks up the vehicle and says that he
is taking it to the exhaust shop so that they can install it that day.  He will return in the afternoon with the
vehicle so that we can complete a minor repair to the freshly painted front
bumper which appears to have been scraped in the parking lot.  He did not return with the vehicle that day.
4/20/14- [redacted] sends me an email with a long list of
complaints about the repairs and items that he feels that were damaged at our
facility.  It took several weeks to get
him back into our facility to try and resolve the issues that he listed below:
1.      
Front bumper color does not match the front end
of the vehicle- I explained to him that the reason it does not match is because
the vehicle has been repaired and painted several times and the hood and
fenders are all different colors.  I
advised him I would talk to [redacted] and see if they would agree to blend the
fenders.  At a later date, they inspected
the vehicle and agreed to pay to blend the fenders on the vehicle.
2.      
The speaker in the rear of the vehicle did not
sound the same as it did prior to the repairs- I advised [redacted] that the
speakers were never disconnected from the vehicle and any issue he had would
need diagnosed to determine what the problem was. 
3.      
Small scratches on the left fender- I advised
[redacted] that they appeared to be normal surface scratches like those on the
rest of the vehicle, but that when the fenders are blended, they would no
longer be visible.   I also offered to
polish the scratches off if he did not have the fenders blended.
4.      
Lug nut covers were missing- I advised [redacted] that in the initial photos some of the lug nut covers were missing, but
that since we had the vehicle at so many different places for suspension work I
would reimburse him for the entire set. 
He purchased those covers and I reimbursed him as promised.
5.      
Left front sun visor ripped and mirror missing
from center console lid- [redacted] felt that the material on the sun visor
was not ripped when it arrived at our facility. 
He also felt that someone had taken the mirror from inside the ashtray
in his center console.  I explained to
him that if one of my technicians damaged something in the vehicle, they would
let me know so that we could pay for it. 
We were not advised of these issues and could not confirm that we had caused
either.  However, in an attempt to
resolve the matter, I offered to pay for half of the cost of each item.  [redacted] refused the offer and demanded
that we pay for both items completely.
After attempting to resolve these issues with [redacted]
and his refusal to accept my offers, I advised him that there was nothing else
I could do to help him.  I advised him
that since we could not make him happy I would not charge him for his $250.00
deductible but that we would no longer work on his [redacted].  We also paid over $600 in rental charges for
[redacted] due to the extended length of time we had the vehicle at our
facility. 
In regards to the “fraudulent charges” to [redacted]
Insurance, there were none.  The estimate
was reviewed and discussed with multiple adjusters with [redacted] before the
final bill was submitted.  We were
advised by [redacted] to put the tire on the estimate as it was damaged during
the course of the repairs.  The spoiler
that decoded to the vehicle per [redacted] is the spoiler that we initially
installed on the vehicle.  In order to do
so, the technician had to drill holes in the bumper cover.  When [redacted] advised us that it was the
wrong spoiler, we contacted [redacted] to advise them that we would need to
order the correct spoiler as well as replace the bumper cover since the holes
had been drilled.  They advised us to
leave the original spoiler on the estimate and replace the bumper cover.  We did pay the cost of the second spoiler as
well as the additional labor and paint and materials required  to paint both items since the initial spoiler
was wrong. 
We are very disappointed that we were unable to repair the
vehicle to [redacted]’ satisfaction. 
However, we had offered to remedy many of the issues and [redacted] did
not accept those offers.  We did not
charge [redacted] for his deductible so that he would not be out of pocket for
any of the repairs and we also paid for any rental fees that were not covered
by his [redacted] Insurance policy. 
[redacted] has worked with us through the entire repair process and is
aware of all of the attempts we have made to resolve this matter.  At this time, we feel there is nothing more
that we can do to assist [redacted].

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Please see attachment I wrote my response there.
Regards,
[redacted]
The "timeline" leaves many
things left unsaid which Priority Collision, rather [redacted], the
manager there,  who I spoke with directly
numerous times to get things settled with the car getting finished after the
adjustor I was stuck with was too incompetent to do so.
 
On 3-28-14
She stated that I had an "aftermarket" spoiler put on my vehicle. And
that they had purchased the spoiler that decoded to the vehicle based on the
VIN. The spoiler on my car was not aftermarket, it was on the car when I picked
it up from the dealership when I ordered it. [redacted] takes a [redacted] and
sends it SLP, a company that makes it into a super sport or SS performance and
appearance package. Simply asking me or any [redacted] dealership, they would
have been able to let them know SLP was contracted to put those spoilers on the
car and that's where to get the proper part from. The spoiler that they ordered
was the RS or rally sport package.
 Even after they received it and saw it was
nowhere near the same shape, they knowingly drilled into my bumper cover and
put the wrong one on. When I asked why this was done she said that she didn't
know why the guys in the shop didn't come and tell her before putting it on and
it was a miscommunication on their part. A miscommunication that cost me two
more weeks without my car and them having to pay for more days of me being in a
rental because they kept my car so long that my rental coverage through my
insurance had reached it's max. I also spoke with the company who manufactured
the item and got the price for expedited delivery so it could get to the shop
faster and I get my car back quicker but [redacted] said "it wasn't
worth paying $198 to ship here and get it a week faster." Which a weekend
fell between then adding even more time. 
Yet they paid more than that with all of the extra days for the rental
than it would've taken to ship it the other way.
 
On 4-18-14
I was told by [redacted] that my car was completely finished and everything
had been checked over.  I go to pick up
the car and with the car being on the lift so the body is at eye level so I can
see (I'm in a wheelchair)  the brand new
front bumper that was put on by them had gouges taken out of the center on the
bottom where someone with their company had driven it into or over something
damaging it.  I brought this to her
attention and was livid because I told them in advance I'd be looking at  it on the lift and still the brand new piece
was damaged. It was later in the afternoon. I had planned to exhaust put on my
"completed car" and it was a Friday so I didn't have time to bring it
back after doing so. I did not say I would bring it back in the afternoon as
[redacted] stated on 4-18-14. Also on that day she conveniently forgot to mention
that once I got in my car I was told they replaced my console door because they
broke it.  She then tried saying that the
sprayed expansion foam that fills  it for
padding was glue and argued it had already been broken before but I should be
thankful because they replaced it. Oh and they also charged my insurance for
that, which they broke which costs $342.
Now by this
time I had been without my car for over two months. I live on my own. I'm in a
wheelchair and have to have my car. I can't just use someone else's. It took a
month to find a rental car I could get into and drive.. and with that I had to
have someone wherever I went and wherever I was leaving from, to put my chair
in the trunk because it wouldn’t fit behind the seat unlike my car.  Huge inconvenience and Priority knew this.
The following week I caught up on some of the things I hadn't been able to do
and put my life back in order basically. 
Between my schedule and [redacted] saying that I need to bring it at the
beginning of the week, then her being on vacation. yes I didn't get it back
over there for a few weeks. It should've been completed correctly in the first
place and I not been inconvenienced yet again to take more time out of my day
as well as be without a car yet again.
Over the
weekend I was in the car frequently and in cleaning I noticed a few other
things were damaged that weren't prior to the accident and the car being
brought to Priority. I noticed they ripped my drivers side visor which cost
over $250 to replace and the mirror that was inside the top of the ash tray
door had been taken. I am the original owner, the car has never been smoked in
due to me being on oxygen 24-7 and I used the ash tray to hold change so I knew
that wasn't damaged before either.
 
[redacted]
said there's no way all of things happened while they had the car which a
blatant insult to me insinuating that was I was lying. The car is not flawless
I never claimed it to be but I'll be damned if I'll pay for something that
someone else broke when it was in their care.. much like the console door. The
visor was not as noticeable so I assume they didn't think I'd notice so they
didn't bring it up or fix it prior to me picking up the car. She then comes to
me and says they'll pay for half of what the two items cost to replace. I do
not have hundreds of dollars to waste on things someone else who's responsible
for are broken.
 
As far as
the speaker box that they removed to replace the rear bumper that they
destroyed by drilling holes into that weren't needed to apply the incorrect
rear spoiler on the car. That ended up being a loose wire because they pulled
the box out without unhooking it and pulled it loose inside the box. I had to
take an audio shop to get that checked. I can't physically do it.
Lug nut
covers  were only missing from or cracked
on the passenger side.. which just so happens is the side of the car that got
damaged. They're plastic and with pressure crack. I had a complete set on prior
to the accident but I did hit on that side into the ditch so I assume that's
what happened to them.  But yes they did
replace them. Ironically this is the last subject of discussion I had with
[redacted] because she contradicted herself when speaking about these in
front of the [redacted] representative. She said they were missing when they
took pictures. I said they are only missing from the passengers side. She
became irate when I called her out on what she said, she then turned to the
[redacted] rep and asked if she said that and he agreed, then that was it, She
obviously felt foolish and that's when she said they weren't going to work on
the car anymore and that I'd have to take it somewhere else to get finished. In
no way was she polite or cordial about this as she wrote in the message on
here.
 
As for her
stating they paid over $600 in rental fees.. that's because they kept my car
ridiculously too long to do the job that needed to do. And in that time my
rental allowance with my insurance company was reached. That and the fact she
didn't get expedited shipping to get the spoiler a week earlier running up the
car rental bill even more.
Fraudulent
charges, the console door that they themselves broke but charged my insurance
company for, bumper cover that should have never been destroyed by drilling
into, and as far as them "paying for the second spoiler"  they charged my insurance company for the
wrong one conveniently because that was $1000, where as the correct one was
only $375 and they kept the other spoiler that they charged my insurance company
for.
As far as
them, [redacted] and [redacted], being disappointed about not being
able to repair the car back to the way it was before the accident as well as
take responsibility for all of the things they destroyed, the extensive time
they took to fix the few things that were wrong with the car in a timely
fashion, again is a blatant lie. She was tired of dealing with me. Didn't want
to fix their wrongs and that's why she didn't worry about the deductible. They
can say [redacted] worked with them through out this whole ordeal. I spoke with
my direct [redacted] agent and they've never in their 20 years of being in this
business had someone have such an ordeal trying to get their car fixed and a
repair facility and some employees be so incompetent as well as destructive.
It's seriously disgusting.

Revdex.com spoke with a representative from the business who stated that it did take longer than 5 days to fix the vehicle, because there was damage to the vehicle in excess of $6,000, as well as delayed parts. He stated that the gave the customer a battery for no charge, which cost $150, and also paid $50...

toward the deductible, totaling $200. They have also offered a gift certificate to the customer of $1,000 with no expiration date, and stated that the customer seemed to be satisfied with that offer and they believe the issue to be resolved.

Review: In regards to the location at 7837 Carousel Lane, Richmond, VA 23294.

Received repairs to right side bumper & tail light. After 5 days of delays, bad customer service & poor communication, my car was ready. Upon receiving my car, the instrument panel no longer worked, although it worked prior to me leaving my car at Priority. I leave the car another day for them to run a diagnostic test. Priority never runs the diagnostic test nor checks behind their original work, but tells me I need a new alternator at $400 & a new battery (although that battery was only 8 months old & I never had alternator problems). I decide to take the car to the Nissan dealer where I purchased it in order to verify Priority's claims since Priority hadn't run the diagnostic nor checked behind their work. Priority gives me a complimentary battery just to get the car running. En route to Nissan, the car shuts down, so I have a mechanic install a new alternator, as Priority suggested. The instrument panel still doesn't work, even with a new alternator & battery. I finally get the car to my Nissan dealer who runs the diagnostic. They report that when Priority made the repairs to the bumper & tail light, Priority did not put the wiring back correctly. The wire was subsequently pinched, which blew the meter fuse, caused the alternator to not charge, and the battery to die. Priority took responsibility for the repair bill from Nissan. They asked me to bring them my receipts for the alternator parts & labor expenses I also incurred in order to be reimbursed. I took the receipts on July 7th, but have yet to receive a check and have not been able to get any further answers from the Collision Center manager, despite several attempts to contact her.Desired Settlement: I want to quickly receive the full reimbursement for the repair expenses I incurred due to Priority's negligence.

Consumer

Response:

I wanted to report a resolution to my complaint #[redacted]. Since filing the complaint, I have received a refund from Priority Collision Center.[redacted]

Review: We took a [redacted] in for hail damage repair on Jan 17,16.We were told this would be a 5 day job.Weekly I would call for an update and the receptionist said the rental car had been extended an additional week.I did stop in on Jan 29th and was told by Keri that the car was in paint and they were waiting for a part.Fast forward to day 31(no contact made from them up to this point).Keri called and said the car was ready.We went to pick it up-it had a flat tire,gas was on E,the interior was dirty with dust and debris,there was a scratch on a door .There was also 2 panels that needed to be tightened as well as the shark fin.We sat for 1 1/2 hrs for this to be completed.At 5pm we were given a second rental and sent home. Feb 17th(day 32) to pick up-We noticed that the front bumper paint did not match what was newly painted.We were told by Keri that we could contact Geico and see if they would pay to have the car repainted.The manager-Jennifer told us to keep the rental and they would check photos.Received photos via email on Thur but no answer as to a solution.Feb 23rd(day 38)-I stopped by and Jennifer was in a meeting-I still have not received a phone call to date from her.Feb 24th(day 39) I left a message with James-body shop manager-didnt receive a phone call until day 41 from him.Fast forward Feb 26th(day 41) got a call from Phillip saying the car was ready. The car looked good-paint colors matched,inside was clean-Was told that our battery had gone bad and they replaced it with a $150 battery.For our troubles they gave us $50 off our deductible.Got the car home and noticed the windows didnt auto up&down and the lights didnt work over the license plate.I took it back Feb 27th and those items were fixed.Feb 29th I ran the car thru the car wash and vacuumed it out.Noticed a cut in the back leather seat.Took it back and was told by Phillip it could not be patched-it would have to be repaired-Got another rental and now the process begins again.Desired Settlement: (please note-the above statement is a quick-important points timeline due to character restrictions on how much I am allowed to type)

We paid a $500 deductible minus the $50 that "we will receive" a check for. My husband and I both have lost time from work to go and "pick up" the car.I have spent countless hours on the phone contacting so claimed managers who will not return phone calls or emails.We still have yet to see a receipt for the said $150 battery that was purchased.We have spent several hours sitting for repairs to be made. Priority Collision charges a $40 storage fee for anytime after the car is ready for pick up and sits.At this point I am charging Priority Collision for the 37 days they had my car past the 5 day timeline at a rate of $40 per day for 37 days thus far totaling $1480 in addition to a full refund of my deductible of $500-grand total of $1980.

Business

Response:

Revdex.com spoke with a representative from the business who stated that it did take longer than 5 days to fix the vehicle, because there was damage to the vehicle in excess of $6,000, as well as delayed parts. He stated that the gave the customer a battery for no charge, which cost $150, and also paid $50 toward the deductible, totaling $200. They have also offered a gift certificate to the customer of $1,000 with no expiration date, and stated that the customer seemed to be satisfied with that offer and they believe the issue to be resolved.

Review: I had Priority perform repairs on my [redacted] that was involved in an accident. After the repairs were completed, I noticed water leaking into the interior of the trunk. I brought the vehicle back to priority a half dozen times over the course of a year. I continue to experience the same issue and priority seems unable to repair the vehicle properly.Desired Settlement: I would like to take my vehicle to a reputable repair shop that can remedy the problem and I would like Priority to cover the expenses.

Business

Response:

We are currently working with [redacted] to resolve the issue with his vehicle. We have placed him in a rental at our expense and will notify you once the matter is taken care of. Please contact me with any questions that you may have in the mean time. Sincerely, [redacted]

Review: This company and their [redacted] charged my insurance for things they admittedly broke items inside my car themselves, while working on my car.The only damage done to my car by the accident was minor exterior damage and I needed the rear end realigned and the exhaust needed to be replaced which the exhaust, I had done elsewhere at a reputable shop. They destroyed perfectly good undamaged by the accident, body parts on my car and then again charged my insurance company because they had to purchase a new one to get my car back to how it was prior. To explain, There was a rear valance (slim ground effects part that wraps around the bottom of the rear bumper) that was damaged so they were to order the exact same part because I have a center mount exhaust and that valance has the space for the exhaust to come out, notched out in the middle. My car is a [redacted] the adjustor ordered a totally different part for a RS appearance package which has no space for the exhaust to come out. The original Valance was affixed to the back bumper solely by 3M adhesive tape from the factory. The part the they bought was obviously by looking at it, nowhere near what came off of my car. Also that RS Valance called for drilling multiple holes into the back bumper which mine DIDN"T! I got no call about this, they drilled many holes into my perfect bumper and attached the clearly wrong Valance. I showed pictures to my insurance company and they made them remove it and I showed the incompetent business where to get the proper one. They charged my insurance for the cost of the wrong Valance which was double the cost of the right one. They charged them for the new bumper which they destroyed by drilling holes to put the WRONG Valance on. They also destroyed one of my tires by putting it on their machine which again had no damage and again charged my insurance for that. They kept my car for 2 months for minor damage. Clearly it's insurance FRAUD to charge for things that didn't happen in the accident that they destroyDesired Settlement: I want an apology from the shop manager herself for the way I was mistreated as a customer, as well as them fraudulently charging my insurance company for items they themselves destroyed. It's absurd that this was done and I appalled. I also want my insurance company reimbursed for the parts that were charged that were not part of the accident claim

Business

Response:

We at Priority Collision would like to take the time to

acknowledge the concern [redacted] has for the billing and repairs completed

on his [redacted]. Although it is

uncommon to have a vehicle at our shop for more than a few days, [redacted]’

vehicle was at our shop for an unusual length of time. Please see the timeline below:

2/13/14- Vehicle is towed to our facility by [redacted]

and recovery

2/14/14- [redacted] is notified that we do not have the

keys and cannot access the vehicle

2/17/14- [redacted] began the estimate on [redacted]’

vehicle

2/20/14- [redacted] gave authorization to repair his

vehicle

2/21/14- Preliminary parts are ordered

2/24/14- Vehicle is assigned to technician for disassembly

and repair

2/26/14- Additional parts are ordered based on disassembly

3/5/14- Body repairs are completed and the vehicle goes to

[redacted] service for alignment, suspension damage is discovered and parts are

ordered. While the vehicle is being

pulled onto the lift, the tire hits the side of the lift and is damaged. [redacted] is notified and a new tire is

purchased.

3/7/14- [redacted] service department completes their repairs,

but cannot get the vehicle to align, the vehicle is sent to [redacted]

3/12/14- Vehicle comes back from [redacted], but is

still not tracking straight, so we decide to send the vehicle to [redacted] to see if they can get the alignment right.

3/14/14- [redacted] sends the vehicle back to us

stating that they do not have the right equipment to align this vehicle because

of the aftermarket items on the suspension.

3/18/14- Vehicle is sent to [redacted]

3/28/14- [redacted] completes the vehicle and it comes

back to us for cleanup and delivery.

3/28/14- [redacted] notifies us that the spoiler on his

vehicle is not correct. He had an

aftermarket spoiler on his vehicle. We

had purchased the spoiler that decoded to that vehicle based on the VIN.

3/31/14- We notify [redacted] and they cannot find

the aftermarket bumper cover that the vehicle had.

4/1/14- [redacted] notifies us of the correct vendor for

the spoiler

4/2/14- We are able to contact the vendor, order the spoiler

and pay for it. They advise that they

have to make the part and will ship it to us as soon as they can.

4/14/14- Spoiler arrives, but has to sit out in the sun for

a day to retake shape as it was folded up in the box for shipping purposes.

4/15/14- Spoiler and bumper are painted

4/16/14- Vehicle is reassembled and sent to detail

4/17/14- Vehicle is detailed and quality control inspection

completed

4/18/14- [redacted] picks up the vehicle and says that he

is taking it to the exhaust shop so that they can install it that day. He will return in the afternoon with the

vehicle so that we can complete a minor repair to the freshly painted front

bumper which appears to have been scraped in the parking lot. He did not return with the vehicle that day.

4/20/14- [redacted] sends me an email with a long list of

complaints about the repairs and items that he feels that were damaged at our

facility. It took several weeks to get

him back into our facility to try and resolve the issues that he listed below:

1.

Front bumper color does not match the front end

of the vehicle- I explained to him that the reason it does not match is because

the vehicle has been repaired and painted several times and the hood and

fenders are all different colors. I

advised him I would talk to [redacted] and see if they would agree to blend the

fenders. At a later date, they inspected

the vehicle and agreed to pay to blend the fenders on the vehicle.

2.

The speaker in the rear of the vehicle did not

sound the same as it did prior to the repairs- I advised [redacted] that the

speakers were never disconnected from the vehicle and any issue he had would

need diagnosed to determine what the problem was.

3.

Small scratches on the left fender- I advised

[redacted] that they appeared to be normal surface scratches like those on the

rest of the vehicle, but that when the fenders are blended, they would no

longer be visible. I also offered to

polish the scratches off if he did not have the fenders blended.

4.

Lug nut covers were missing- I advised [redacted] that in the initial photos some of the lug nut covers were missing, but

that since we had the vehicle at so many different places for suspension work I

would reimburse him for the entire set.

He purchased those covers and I reimbursed him as promised.

5.

Left front sun visor ripped and mirror missing

from center console lid- [redacted] felt that the material on the sun visor

was not ripped when it arrived at our facility.

He also felt that someone had taken the mirror from inside the ashtray

in his center console. I explained to

him that if one of my technicians damaged something in the vehicle, they would

let me know so that we could pay for it.

We were not advised of these issues and could not confirm that we had caused

either. However, in an attempt to

resolve the matter, I offered to pay for half of the cost of each item. [redacted] refused the offer and demanded

that we pay for both items completely.

After attempting to resolve these issues with [redacted]

and his refusal to accept my offers, I advised him that there was nothing else

I could do to help him. I advised him

that since we could not make him happy I would not charge him for his $250.00

deductible but that we would no longer work on his [redacted]. We also paid over $600 in rental charges for

[redacted] due to the extended length of time we had the vehicle at our

facility.

In regards to the “fraudulent charges” to [redacted]

Insurance, there were none. The estimate

was reviewed and discussed with multiple adjusters with [redacted] before the

final bill was submitted. We were

advised by [redacted] to put the tire on the estimate as it was damaged during

the course of the repairs. The spoiler

that decoded to the vehicle per [redacted] is the spoiler that we initially

installed on the vehicle. In order to do

so, the technician had to drill holes in the bumper cover. When [redacted] advised us that it was the

wrong spoiler, we contacted [redacted] to advise them that we would need to

order the correct spoiler as well as replace the bumper cover since the holes

had been drilled. They advised us to

leave the original spoiler on the estimate and replace the bumper cover. We did pay the cost of the second spoiler as

well as the additional labor and paint and materials required to paint both items since the initial spoiler

was wrong.

We are very disappointed that we were unable to repair the

vehicle to [redacted]’ satisfaction.

However, we had offered to remedy many of the issues and [redacted] did

not accept those offers. We did not

charge [redacted] for his deductible so that he would not be out of pocket for

any of the repairs and we also paid for any rental fees that were not covered

by his [redacted] Insurance policy.

[redacted] has worked with us through the entire repair process and is

aware of all of the attempts we have made to resolve this matter. At this time, we feel there is nothing more

that we can do to assist [redacted].

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Please see attachment I wrote my response there.

Regards,

The "timeline" leaves many

things left unsaid which Priority Collision, rather [redacted], the

manager there, who I spoke with directly

numerous times to get things settled with the car getting finished after the

adjustor I was stuck with was too incompetent to do so.

On 3-28-14

She stated that I had an "aftermarket" spoiler put on my vehicle. And

that they had purchased the spoiler that decoded to the vehicle based on the

VIN. The spoiler on my car was not aftermarket, it was on the car when I picked

it up from the dealership when I ordered it. [redacted] takes a [redacted] and

sends it SLP, a company that makes it into a super sport or SS performance and

appearance package. Simply asking me or any [redacted] dealership, they would

have been able to let them know SLP was contracted to put those spoilers on the

car and that's where to get the proper part from. The spoiler that they ordered

was the RS or rally sport package.

Even after they received it and saw it was

nowhere near the same shape, they knowingly drilled into my bumper cover and

put the wrong one on. When I asked why this was done she said that she didn't

know why the guys in the shop didn't come and tell her before putting it on and

it was a miscommunication on their part. A miscommunication that cost me two

more weeks without my car and them having to pay for more days of me being in a

rental because they kept my car so long that my rental coverage through my

insurance had reached it's max. I also spoke with the company who manufactured

the item and got the price for expedited delivery so it could get to the shop

faster and I get my car back quicker but [redacted] said "it wasn't

worth paying $198 to ship here and get it a week faster." Which a weekend

fell between then adding even more time.

Yet they paid more than that with all of the extra days for the rental

than it would've taken to ship it the other way.

On 4-18-14

I was told by [redacted] that my car was completely finished and everything

had been checked over. I go to pick up

the car and with the car being on the lift so the body is at eye level so I can

see (I'm in a wheelchair) the brand new

front bumper that was put on by them had gouges taken out of the center on the

bottom where someone with their company had driven it into or over something

damaging it. I brought this to her

attention and was livid because I told them in advance I'd be looking at it on the lift and still the brand new piece

was damaged. It was later in the afternoon. I had planned to exhaust put on my

"completed car" and it was a Friday so I didn't have time to bring it

back after doing so. I did not say I would bring it back in the afternoon as

[redacted] stated on 4-18-14. Also on that day she conveniently forgot to mention

that once I got in my car I was told they replaced my console door because they

broke it. She then tried saying that the

sprayed expansion foam that fills it for

padding was glue and argued it had already been broken before but I should be

thankful because they replaced it. Oh and they also charged my insurance for

that, which they broke which costs $342.

Now by this

time I had been without my car for over two months. I live on my own. I'm in a

wheelchair and have to have my car. I can't just use someone else's. It took a

month to find a rental car I could get into and drive.. and with that I had to

have someone wherever I went and wherever I was leaving from, to put my chair

in the trunk because it wouldn’t fit behind the seat unlike my car. Huge inconvenience and Priority knew this.

The following week I caught up on some of the things I hadn't been able to do

and put my life back in order basically.

Between my schedule and [redacted] saying that I need to bring it at the

beginning of the week, then her being on vacation. yes I didn't get it back

over there for a few weeks. It should've been completed correctly in the first

place and I not been inconvenienced yet again to take more time out of my day

as well as be without a car yet again.

Over the

weekend I was in the car frequently and in cleaning I noticed a few other

things were damaged that weren't prior to the accident and the car being

brought to Priority. I noticed they ripped my drivers side visor which cost

over $250 to replace and the mirror that was inside the top of the ash tray

door had been taken. I am the original owner, the car has never been smoked in

due to me being on oxygen 24-7 and I used the ash tray to hold change so I knew

that wasn't damaged before either.

said there's no way all of things happened while they had the car which a

blatant insult to me insinuating that was I was lying. The car is not flawless

I never claimed it to be but I'll be damned if I'll pay for something that

someone else broke when it was in their care.. much like the console door. The

visor was not as noticeable so I assume they didn't think I'd notice so they

didn't bring it up or fix it prior to me picking up the car. She then comes to

me and says they'll pay for half of what the two items cost to replace. I do

not have hundreds of dollars to waste on things someone else who's responsible

for are broken.

As far as

the speaker box that they removed to replace the rear bumper that they

destroyed by drilling holes into that weren't needed to apply the incorrect

rear spoiler on the car. That ended up being a loose wire because they pulled

the box out without unhooking it and pulled it loose inside the box. I had to

take an audio shop to get that checked. I can't physically do it.

Lug nut

covers were only missing from or cracked

on the passenger side.. which just so happens is the side of the car that got

damaged. They're plastic and with pressure crack. I had a complete set on prior

to the accident but I did hit on that side into the ditch so I assume that's

what happened to them. But yes they did

replace them. Ironically this is the last subject of discussion I had with

[redacted] because she contradicted herself when speaking about these in

front of the [redacted] representative. She said they were missing when they

took pictures. I said they are only missing from the passengers side. She

became irate when I called her out on what she said, she then turned to the

[redacted] rep and asked if she said that and he agreed, then that was it, She

obviously felt foolish and that's when she said they weren't going to work on

the car anymore and that I'd have to take it somewhere else to get finished. In

no way was she polite or cordial about this as she wrote in the message on

here.

As for her

stating they paid over $600 in rental fees.. that's because they kept my car

ridiculously too long to do the job that needed to do. And in that time my

rental allowance with my insurance company was reached. That and the fact she

didn't get expedited shipping to get the spoiler a week earlier running up the

car rental bill even more.

Fraudulent

charges, the console door that they themselves broke but charged my insurance

company for, bumper cover that should have never been destroyed by drilling

into, and as far as them "paying for the second spoiler" they charged my insurance company for the

wrong one conveniently because that was $1000, where as the correct one was

only $375 and they kept the other spoiler that they charged my insurance company

for.

As far as

them, [redacted] and [redacted], being disappointed about not being

able to repair the car back to the way it was before the accident as well as

take responsibility for all of the things they destroyed, the extensive time

they took to fix the few things that were wrong with the car in a timely

fashion, again is a blatant lie. She was tired of dealing with me. Didn't want

to fix their wrongs and that's why she didn't worry about the deductible. They

can say [redacted] worked with them through out this whole ordeal. I spoke with

my direct [redacted] agent and they've never in their 20 years of being in this

business had someone have such an ordeal trying to get their car fixed and a

repair facility and some employees be so incompetent as well as destructive.

It's seriously disgusting.