ComplaintsforAuto Hail Solutions

• Initial Complaint

  02/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Had taken my truck in for repair on hail damage they had taken before, and after photos of the damage, including damage to the interior exterior of the truck. they had sent the photos to me just to verify that this was all existing damage went to pick it up three weeks later and the wheels were bent on one side they tried denying that they took it to the car wash ended up finding video evidence of them, taking it to the car wash, Im assuming the damage occurred before it entered the car wash after I had asked them not to wash it

  Business response

  03/19/2024

  Prior to complaint wheels had been agreed to be fixed. On same day of complaint customer also maliciously attacked all of our advertising on ******** and commented on others users comments. Damage to wheels could not be proven upon receiving vehicle for repair. Damage on wheels was curb rash. For wheels to be bent would mean a collision occurred damaging more than just the wheel. Our focus of repairs is the on the vehicle body where hail damage occurs. Prior damage photos show just that. The customer wheels are custom offset directional Arkon Off-road ******* 24x14 -81mm. These specific wheels with tires(35.x13.5) mounted mean that the wheel itself sticks furthest out on the tire by half an inch. These wheels have been mounted and driven on since August of 2023. We received this vehicle on the evening of January 12th 2024 with snow on the ground. We completed repairs and upon delivery of vehicle customer took notice of damaged wheels on passenger side. Shop had also seen damage but viewed it as normal wear from daily use. Our focus is hail repair on body of vehicle thus raised no alarms to us. We took customer complaint and looked at options to act in good faith for repair. Customer bought wheels at discount due to them being discontinued. This prolonged the procurement process to replacing wheels. Shops must be called individually to see if by chance they happen to have old stock of a discontinued wheel. We then switched to repairing the wheels. Customer was not satisfied with options given for repair thus delaying the process further. An approved shop by the customer was identified for **************** was agreed upon and so repairs went forward and wheels came out great. I do not understand the complaint of wanting a resolution when it had already been agreed upon. We have acted in good faith and have continued to even after the ******** incident and was not made aware of BBB complaint. Complaint came in mail after customer received repaired wheels.

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