ComplaintsforSouthside Complete Customs Paint and Body Shop

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON JULY 10TH I HAD MY VEHICLE TOWED FOR AN ESTIMATE AFTER IT WAS INVOLVED IN CAR ACCIDENT. I HAD PREVIOUSLY SCHEDULED AN APPOINTMENT ONLINE FOR THEIR ESTIMATE BUT CANCELED WHEN I COULDN'T CONTACT BUSINESS BY PHONE TO VERIFY DELIVERY OF TOW. DAYS LATER, WHEN I WAS ABLE TO CONTACT SHOP, I HAD MY CAR TOWED THERE.I TEXTED ****** AT COMPLETE CUSTOM AUTO, TO BE SURE MY CAR AND THE ESTIMATE WAS RECEIVED. I FOLLOWED UP WITH CALLS INQUIRING ABOUT THE STATUS OF THE COMPLETION OF THEIR ESTIMATE. I TOLD ****** THAT I DIDN'T UNDERSTAND WHAT WAS TAKING SO LONG WHEN THERE WERE 30 MINUTE INTERVALS FOR SCHEDULING ESTIMATES ONLINE. I WAS TOLD BY ****** THAT THEY KNEW WHAT THEY WERE DOING AND I'D BE CONTACTED AFTER ESTIMATE WAS COMPLETED.HOWEVER, I WAS EVENTUALLY CONTACTED BY MY INSURANCE COMPANY AFTER COMPLETE AUTO CUSTOM OBVIOUSLY CONTACTED INSURANCE COMPANY. I WAS ONLY CONTACTED BY MY INSURANCE COMPANY AFTER MY INSURANCE COMPANY INFORMED THIS DECEITFUL COMPANY/COMPLETE AUTO CUSTOM THAT PAYMENT IS MADE TO ME AS THE ONLY OWNER. I WAS FINALLY CONTACTED VIA TEXT STATING THAT MY VEHICLE REPAIR WAS COMPLETE AND FULL PAYMENT WAS DUE. MY RESPONSE WAS INQUIRING IF SHE HAD MIXED MY VEHICLE UP WITH ANOTHER; SINCE ALL I EVER REQUESTED IS TO PREPARE AN ESTIMATE, DEFINITELY NOT A $6,000+ REPAIR. PLEASE LET ME KNOW WHAT OPTIONS I HAVE TO RECTIFY THIS PROBLEM. THANK YOU.I HAVE HELD THE CHECK SINCE JUNE, BUT STILL CONTEMPLATING REPAIRING OR REPLACING SINCE I HAVE ANOTHER SON STARTING COLLEGE OUT OF STATE--WHICH IS ALSO WHAT I TOLD ******. I DON'T DRIVE MUCH, BUT I'D LIKE TO HAVE MY CAR RETURNED. NEVER DID I EVER GIVE ANYONE PERMISSION/CONSENT TO REPAIR MY VEHICLE. I AM SO FRUSTRATED THAT PEOPLE THINK IT'S OKAY TO STEAL AND DECEIVE. AS A DISABLED VETERAN, IT'S DISAPPOINTING TO KNOW THAT I FOUGHT FOR PEOPLE LIKE THIS. PLEASE PUT A STOP TO SUCH DISHONEST PRACTICES. I WOULD LIKE TO HAVE MY CAR RETURNED TO ME WITHOUT BEING FORCED TO PAY A THIEF. PLEASE HELP ME.

  Business response

  08/18/2023

  Hello BBB,

  Thank you for the opportunity to respond to this claim. *************************** contacted me on July 7th stating that she had been in a car accident and could not find a shop that could take her vehicle and get the repairs done quickly as they were all booked up in the area. I stated that we could receive her vehicle and asked what Insurance she was using. She stated that she was using State Farm. She stated that she had submitted photos of the vehicle and they prepared an estimate. She asked if she could have her vehicle towed to our shop as she was hoping that it would be totaled. I shared with her that she could have the vehicle towed to us. If once we began REPAIRS we found any additional damage we would reach out to State Farm directly for any supplemental damages they may have missed. I also shared that the body shop does not deem a vehicle a total loss the insurance company does. Her vehicle was not a total loss based on the damages, thus State Farm sent payment to her for the repairs to be completed which they were. 

  She said no problem and she would have it towed to us. Per the text message attachments you can see that she was aware that an estimate had already been created by State Farm. She also ensured and knew that I received a copy of the estimate. There is no reason for me to create a preliminary estimate if one is already done. She sent my email address to State Farm to have THEIR estimate sent to me. At no point did she ask for an estimate to be created. 

  As stated above, we began repairs once we received the vehicle, we found a minor supplement and I sent that to State Farm. Upon speaking with State Farm they stated that they sent the original payment to the customer. After several attempts to contact her via phone, I sent her her invoice via text to state her vehicle was complete and ready for pick up on July 26th. At that point once payment was requested was the first time she ever stated she only wanted an estimate.

  I am not sure why she is now stating that she did not want her vehicle repaired. She had her vehicle towed to our shop, with an official State Farm estimate and left it here for 16 days, did not call or check on it or ask about an estimate until we requested payment for the repairs we completed on her vehicle. 

  When she called me originally, she was in distress because she needed her vehicle repaired and could not find a shop. As you can see in the attached messages we were accommodating and respectful in all interaction. I calmed her to let her know we could get it taken care of .

  We are only requesting what is owed to us based on the repairs authorized by State Farm. Those funds she received from the insurance company are solely for the repair of her vehicle not for any other purposes. At no point did she state she returned the funds to State Farm. We are an honorable business and have operated as so in repairing this vehicle without requiring any payment from her. 

  Our only goal is to provide exemplary service to all of our customers as we have to ***************************. We received the vehicle from the client and repaired the vehicle.  I have also attached photos of the vehicle.

  We are asking for what is due to us which is $6228.61. I have also attached a copy of the estimate. 

  Please let me know if any additional information is needed. 

  *******************;

  ************

  ********************************************

  Customer response

  08/24/2023

   
  Complaint: 20443958
  
  I am rejecting this response because:
  

  To begin with, Ive only spoken to a *************  Secondly,I never stated that I was in a car accident and could not find a shop to take my vehicle.  In fact, I was not in the car accident. There was no urgency on my part, and I was unaware that ALL SHOPS were booked in the area. This sounds strange because ******* has hundreds+ repair shops.  Actually, I allowed my car to sit at my home unrepaired for over one month without looking for a place of repair while I dealt with other matters.  In addition, my insurance company provided a list of repair shops. So, there was never an issue of having trouble finding a shop to do the repair.  There are plenty of options with repair shops in the ******* area.
  

  I never stated that I sent State Farm photos because I didnt.  This person, ******, in our initial phone communication immediately requested the estimate that I received from State Farm AND its also stated on their shops form when I made the original online appointment for an estimate.  SO, THEIR RESPONSES ARE UNTRUE.  It makes no sense that I wouldve made appointments to have their shop do estimates in July when I already had an estimate from State Farm if I wanted this shop to use State Fartms estimate for repair.  Again,I only requested that an estimate be done by their shopnever a repair.  I was told that I didnt need to sign anything to have the estimate done.
  

  It is true that I had the car towed there and hoped that it was totaled as discussed. This is why I requested an estimate from their shop.  I felt that State Farms estimate was incorrect because State Farm hadnt seen the totality of the damage.  Even when I called ******, I was told that I would be contacted after their estimate was completed. However, it was State Farm that contacted me and not this repair shop. Instead, this shop tried to take a dishonest shortcut and contact my insurance company for payment.  I was ONLY contacted by repair shop once they claim to have completely repaired my vehicle.  I was attempting to get a 2nd estimate and maybe get verification that my car was totaled.
  

  I never said, no problemI dont even use that phrase; but ****** repeatedly did.  I only agreed to have it towed there after I was finally able to make contact with someone to verify an estimate could be completed. I had made 2 previous appointments to have estimate done with this shop; although I already had an estimate from State Farm because I needed a different estimate for comparison.  
  ****** continues to pretend that my asking if shed received my vehicle and the estimate their shop requested was giving her permission to do repairs and she knows that shes lying.  I was only ensuring that both had been received, especially since I didnt receive notice that my vehicle had arrived at their shop. 
  

  I was never in distress and was obviously in no hurry for repair if I allowed my vehicle to sit for weeks at my home; and is still at this shop over a month later.  There was no urgency on my part.  I dont drive much and usually just go out to my appointments. I use rideshare and I have another vehicle, so I was taking this time to contemplate how I wanted to proceed. Having 2 sons in college and one going out of state, I was weighing out maybe getting another, more dependable vehicle. I had transmission concerns with my ****** vehicles.  I also wanted to state that my vehicle has been paid off, which is why I received the first payment check dated 05/30;long before my vehicle was ever towed to this shop. 
  

  Also, I contacted the shop to check on the status of my estimate as I stated. I was told that Id receive a call from them when the estimate was completed, which I never did.  There were no attempts to contact me, and no messages left until I received a text message requesting payment for this unrequested repair.  My response to receiving this request was a text message inquiring about the completion of my estimate and then if she was confusing my car with someone elses vehicle. Afterwards multiple hang *** were done; maybe to try and establish a record of calls. I only wanted recorded messages since they had shown such dishonesty. An honorable businesswhat a joke. 
  

  You cant just change the laws and make unrequested repairs. Its not right.  This business requests that you provide insurance information to them and then try to use that as permission to repair.  Please note, on their online estimate this shop requests your insurance paperwork up front.  It's obvious that I was only looking for an estimate because the appointments I made online with their shop were dated after I had received the State farms estimate.  This totally contradicts what this shop is claiming.  I am requesting that a closer look is given at this shop and their business practices.  I would have gladly come in and sign the necessary paperwork if I wanted my car repaired.  I would like to have my vehicle returned.

  THE BELOW EMAILS AND ATTACHMENTS CONTINUE TO PROVE THAT I WAS ONLY LOOKING FOR AND REQUESTED THAT AN ESTIMATE BE PERORMED.

  EMAIL #1 I RECEIVED:

  Reminder: Vehicle Estimate with Southside Complete Auto Custom at 11:00am (Eastern Time - US & ******) on Monday, July 3, 2023
  Aol/Old Mail
  
  Southside Complete Auto Custom (via Calendly) <**************************>
  To:******************
  Sun, Jul 2 at 11:03 AM
  
  Hi *********************,
  This is a friendly reminder that your Vehicle Estimate with Southside Complete Auto Custom is at 11:00am (Eastern Time - ** & ******) on Monday, July 3, 2023.
  Location: *******************************************************
  Please arrive on time for your estimate. If using insurance, please bring all information if possible.
  Your Answers:
  Will this be an insurance claim or out of pocket?
  Insurance Claim
  
  EMAIL #2 I RECEIVED:

  Invitation:********************* and Southside Complete Auto Custom @ Mon Jul 3, 2023 11am - 11:30am (EDT) (******************)
  Aol/Old Mail
  
  ********************************************
  To:******************
  Fri, Jun 30 at 6:51 AM
  
  Event Name: Vehicle Estimate
  Please arrive on time for your estimate. If using insurance, please bring all information if possible.
  Location: *******************************************************
  Will this be an insurance claim or out of pocket?: Insurance Claim
  Need to make changes to this event?
  Cancel: ***********************************************************************
  Reschedule: ***********************************************************************
  Powered by Calendly.com
  When
  Monday Jul 3, 2023 11am 11:30am (Eastern Time - ********)
  Location
  *****************************************************

  Business response

  09/14/2023

  Thank you for the opportunity to respond for hopefully the final time. I have taken all proper steps to allow ******************** to retrieve her vehicle. The repairs are complete and the car is ready and available for pick up. The facts still remain the same. In addition, she has been sent appropriate lien documents to respond to and she has not. 

  We do not want to retain her vehicle. We were operating as an honorable, good faith business, for a customer that needed our assistance. She delivered the vehicle to us with an approved estimate. We repaired the vehicle without asking for payment considering she is a VET and we understand she needed her vehicle.

  All we are asking for is what is fair in business. We have not done anything wrong except assist a client that needed help. She was paid by State Farm to have her vehicle repaired, that is what has occurred. We even offered her a discount on her deductible if that was the issue. No response. 

  She could have replied to the lien but did not.

  Now has other consumer agencies harassing us! We had to explain what happened to another consumer agency which clearly understood our position, as they did not call back after researching with other Body Shops in the area in similar situations, what happens when the vehicle is towed with an approved estimate from the insurance company. Let us not forget that she left it here for over 14 days and did not call or check on the vehicle. 

  The only thing we did wrong was try to help a Veteran quickly and efficiently. Now after her vehicle is repaired, she wants it back for FREE? That is consumer fraud. She will then have to return the check paid to her to State Farm or that is insurance fraud. She was paid to have it repaired. We repaired the vehicle based on the State Farm estimate. We are only asking to be paid for the work completed. 

  Nothing more nothing less. She can at any time click her invoice and pay it online and come and get her vehicle. It is ready to be delivered. If she needs a discount on her deductible that is possibly negotiable. 

  Respectfully,

  ********************* Owner

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