ComplaintsforTop Notch Collision

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Top Notch Collision performed unauthorized repairs on my vehicle. I wanted a loose bumper to be reattached, They decided to do almost $1600 dollars of body work on my vehicle instead. The vehicle was brought in to them with a request for a new quote covering only the requested repairs. They ignored the request, performed the work they wanted to do, and then refused to release the vehicle without a cash payment in full.

  Business response

  04/16/2024

  I am not the owner of this business anymore. We sold in December 2022.  This complaint needs to be addressed by the new owners.  Please make arrangements to remove me from this complaint 

  Business response

  04/17/2024

  Regarding the recent experience at our shop, it was confirmed by your partner to authorize repairs based on the Estimate you requested. She stopped in person & asked for procedures to repair the front bumper. We went over those details, stating we would create the estimate & email it over. We advised we cannot see underlying damages without tearing down the vehicle. If there is more work sighted, we create a Supplement & ask for approval. The reason you did not receive a "second" quote is because we were able to do the work based on the information that is on the Estimate. This is a work-order for the techs to complete a job, without additions. If there is more needed, we create a Supplement. This was not the case for ************. She acknowledged & let us know she would contact us to schedule an appointment.
  As she did & agreed to move forward since she had an opening in her schedule to drop off the van. We understood there was an urgency of completion but relayed to her we could possibly have it ready in 2-3 days, & if we ran into any delays we would let you know. She confirmed & scheduled to drop off Weds around 12pm. As she was checking in, we suggested looking into the insurance since there is usually a deductible in place. She mentioned it was Geico & we notated that in line of the Insurance & then said she would let us know what route to take. We confirmed, letting her know we wouldn't start on repairs until approval of Insurance or Self Pay. There was some time delay until we were able to speak but she let us know it would be self pay. We started repairs immediately following confirmation.
  As we explain to all of our potential customers, we like to make sure vehicles are completed "by-the-book" so there is no room for error & to refrain from future damages. Upon further inspection, the bumper was extremely damaged & the right fender wheel well cover was broken. We couldn't just easily snapped the bumper into place. Based on the Estimate, we originally had put in time for repair only on the bumper & replace the fender; however, the bumper was too damaged to repair- without going over on costs, we replaced the bumper instead. If we needed to go over further details after tearing down the vehicle, we would have called. We don't complete repairs without going through the standard procedures of repairing a body work service. We cannot repair a vehicle without paint as the paint acts as an overall sealer over the damaged areas. Fillers, (ex. Bondo), are just band-aids & can cause more damage later- which can potentially become a safety concern. Just like how there was tape holding your bumper into place- temporary solutions, which showed itself time needing help to be fixed. You entrusted us to handle this for you. And we did; we also included a headlight restoration at no cost to you out of courtesy considering they were extremely hazy & not suitable for nighttime driving
  

  Customer response

  04/18/2024

   
  Complaint: 21547072
  
  I am rejecting this response because:
  

  We were very clear about only reattaching the bumper, not replacing it. Authorization was given only so that the bumper could be assessed and we could receive another quotenot for the initial quoted repair.
  We were never contacted about the assessment or asked if we wished to proceed with the full replacement. If we had been properly advised, we may have changed our minds, gone through insurance, or gone to another shop. We were never given this option.
  The expensive repairs that were done were never authorized by us.

  
  Sincerely,
  
  *************************

  Business response

  04/18/2024

  The Problem is we deal with the wife and she knows and agreed on the details and she sign authorization of repair order and also i attached photos of damage bumper he is saying just need to reattached 

  Customer response

  04/18/2024

   
  Complaint: 21547072
  
  I am rejecting this response because:
  My wife never agreed to the $1600 replacement. She authorized the initial work to tear it down so we could get a new quote, which she requested at the time of authorization.

  It makes no sense to spend $1600 to do a cosmetic repair on a vehicle that is barely worth more than that.

  No one ever contacted us regarding the new assessment that we requested, or informed us that the vehicle might be unsafe to drive and would require the full bumper replacement. These repairs were performed without our express authorization. We were deceived into signing the authorization form to get a new assessment and then taken advantage of.

  Sincerely,
  
  *************************

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