ComplaintsforQuality One Dent, Inc.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to ' quality one dent' in ********* ** on 06/05/23 to have bodywork done on a fender that was damaged due to an accident. Seeing they have good reviews online I believed there would be no problems and I trusted them with my vehicle, after a few weeks when I picked up the car I noticed something didn't feel right, the wheel had been replaced with a brand new one and there was a lump on the tire. This was particularly strange because the wheel had not been damaged and there was no need to replace it, I did not include the wheel on the initial insurance claim ( I have before and after pictures), also the lump they caused, they did not bother to notify me I later found out it was extremely dangerous to drive like that I could have caused an accident, I had to pay for a new tire out of pocket. This was just the beginning, doing further inspection I noticed the miles had drastically increased, my car went into the shop with 60 thousand and came out with 72 thousand! The suspension felt weird, it rattled and the car just didn't drive or feel the same I took it for a diagnostic to the dealership and it turns out it needs thousands of dollars worth of mechanical repairs that it did not need before! I am truly shocked and appalled, I trusted this shop with my vehicle and they returned it with multiple mechanical problems! I find it unbelievable that this even took place I really need help finding out what happened to my car I need this shop to be held responsible for all of the additional unethical damages that were done Not only that, the negligence of them not even bothering to tell me about the lump on the tire that they caused I find disgusting, when I went back to the shop to ask them about it they simply said the tire was worn out which is a complete lie! I could have caused a serious accident. This shop needs to explain to me what happened to my vehicle and they need to rectify it immediately, I will get to the bottom of this one way or another.

  

  Business response

  08/11/2023

  MILEAGE: Customer received estimate from State Farm on 6/1/2023. The mileage on this estimate was ****** miles. **** we import claims into our system directly from the insurances system, all the information that comes over remain the same, even mileage. As a matter of procedure, for reason such as this, when the customer dropped off the vehicle on 7/5/23 (not 6/5/23 as customer noted), we photograph the mileage and performed a computer diagnostic scan which also records the mileage and any error codes the vehicle may have. We also have multiple cameras located throughout our lobby, shop and alleyway (parking area) can verify with 100% certainty the vehicle remained on our property at all times and there is no way we could have driven it over **** miles as the customer erroneously states. 

  TIRE: Line item 22 & 23 on the State Farm estimate paid us to have the damaged rim refinished (not replaced). We used the vendor specified on this estimate and had the rim refinished (see invoice). **** customers drop off their vehicle, we perform a thorough inspection of the vehicle so we can generate a supplement to submit to the insurance. In pictures 16, 35 & 37 (dated 7/5/23) clearly show the damage to the tire and rim caused by the accident. These photos were submitted to the insurance for replacement. However, because photo 35 shows the extreme balding of the tire, the insurance refused to replace the tire because there was no useful tread left to pay out a "betterment". The rim was refinished per direction of the insurance. Also, dated 7/27/23 at 12:03pm, we have the customer (on video) coming back into our office asking why the tire (with the bubble) had not been replaced. The owner of Quality One explained to her because the tire was bald and had exposed wire tire tread on the interior portion of the tire, the insurance company refused to replace the tire or pay for a "betterment". Which simply means, the insurance would cover the remaining life of the tire if there were any life left. Also, to note, all 4 tires on this vehicle were bald and had exposed tread and unsafe to drive at any time. 

  MECHANICAL: We are strictly a paint and auto body shop. We sub out any mechanical repairs/diagnostics to a mechanic either by direction of the insurance company or customer. If the customer(s) have any issues with alignment or mechanical, if they let us know either at drop off or after pickup, we will notify the insurance company to see if those items can be fixed and paid for through the claim that brought the vehicle to us in the first place. We were not notified by customer at either time of any potential or existing mechanical issues and no mechanical repairs were authorized by the insurance company. 

  We explained to the customer on 7/27/23, that if there were any damages caused by this accident that have not been addressed, she/we would need to let the insurance company know so they can tell her/us how to proceed. We did not drive her vehicle. We have no need or desire to drive our customers vehicles and don't have the time to joy rides. We are a five-star company rated #1 in the ***************** for our professionalism and customer ratings. These allegations are blatantly 100% false and proven through our extensive documentation. We document and record every movement of our dealings for this very reason. We would provide all videos and additional photos but this system will only allow so many images. Please contact us for more info. 

   

  

  Business response

  08/12/2023

  MILEAGE: If you look at the **** Scan report submitted earlier, you will see it dated in the upper right hand corner with the date 7/6/23. This is the day after she dropped off the car. When we perform an **** scan (as part of our check in process) we have to manually enter the license plate number and mileage. However, we then need to select km or miles. This may or may not get changed but the mileage is exact just like the plate number. So, it had ***** miles on the odometer, not ****** miles. I'd also like to reiterate that the mileage of ****** from the State Farm estimate was dated 6/1/2023. She dropped her car off to us on 7/5/2023. Customer also stated upon drop-off (caught on video) that she only had 30 miles until empty on the gas. She asked if she should fill up the tank. We told her no because we would only be moving it in and out as needed to perform the repairs. 

  REPAIR: This vehicle front end was completely dismantled just days after drop off (see date stamped photos) in order for us to access and photograph all damages to support the supplement we submitted to the insurance company. This vehicle was no longer able to be driven because it had no headlight, no fender, no front bumper, grill and we had to put the spare tire on so that we could send in the original tire with rim in to be resurfaced. All in accordance with the repair estimate from the insurance company. We only got the rim back from repair on 7/24/2023 and they had that rim in their possession for about a week. Customer picked up vehicle on 7/25/23.

  I can understand the customers confusion when looking at her original estimate dated 6/1/23 that had ****** compared to current mileage. If she actually believes that we drove her car, then anyone might assume the mechanical issues she is experiencing would be caused by someone else. However, if she honestly believes she is having mechanical issues, she needs to tell her insurance so that they can cover the costs to repair (if they deem the damages are related to the accident). This is actually quite common and are always able to help out when we know of the situation. However, this customer based her assumptions on clearly inaccurate information and emotion, which is unfortunate. I will reach out to the insurance and let them know of her situation and provide them that information she received from the dealer so that they can make the decision on if this was a result of the accident. We clearly have no responsibility in this case. 

   

   

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