ComplaintsforA+ Collision, LLC

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 2021 Acura RDX to A + Collision following an accident that involved replacing the rear bumper and liftgate. They told me they would have my car for 3-5 business days, but ended up having it for 72 days, leaving me with no car for 8 entire days during that time. A + Collision ended up causing more damage to my car than it was originally brought in for. I have returned it 5 times since late April and each time there is more damage. They were only supposed to replace the bumper and liftgate and re-paint, but they ended up involving both of the quarter panels because they got paint drippings all over them. They are denying touching them but it is very obvious that they did because the lines around the windows are jagged, there is paint in my gas tank and there is paint on the mud flaps under the quarter panel, no to mention the fact that the paint does not even match the rest of the car and my tail light doesn't work because they got water in it. I have attempted to resolve the issue with them, but they are not cooperating. The employee on duty, ****, told me that he knew the car was not painted correctly and advised me to get an estimate from another shop and A + Collision would pay for them to do it correctly and get me a rental for the time that it is in the shop. I took it to three different shops and got an estimate of $13,000 from one, $10,750 from another and the third shop told me they won't even touch it because A + Collision messed it up so bad. This was originally a $5,000 job!! The *** ****** has stopped communicating with me. I just want my car fixed by a shop that can actually do the work correctly. A + Collision has completely ruined the paint job on the rear and the quarter panels of my car. I have plenty of pictures to provide, however, I am unable to attach them to this complaint for some reason. I am happy to submit them in another way if I can. Thank you!

  

  Business response

  09/05/2024

  We replaced the bumper cover and the lift gate on this vehicle. We did a good job. The customer wasn't happy, so we did it again. She still wasn't happy, So we kept repeating the same process, over and over. Each time we had a different painter do the job. The last time we had a highly respected painter from another shop paint the rear of her car. It was beautiful. Everyone said it was excellent, including the customers husband! But again, the customer wasn't happy with the work. As the customer stated, this was a $5000.00 job. We have over $10,000 invested in this vehicle. We have repainted the rear 5 time, in an attempt to satisfy this customer. I did stop communicating with her, after She emailed me 2 estimates over $10,000. It was only a $5000 job to begin with!! These estimates included the front bumper, hood, roof, both fenders, all four doors, both quarter panels and the rear bumper and lift gate. That is repairing and repainting the entire vehicle !!! I am not going to respond to such a ridiculous request. I told her to get me an estimate for the repairs for the rear, which is the only repair that we did. She has yet to do this. We have been doing excellent work for 20 years. This is the first complaint we have ever received on our work. It is our goal to do the highest quality work possible and to have satisfied customers. The fact that we have repainted the rear of this car 5 times demonstrates that. We have spent a few thousand dollars on this vehicle, to make this customer happy, so we didnt end up here. And here we are. We are still interested in trying to satisfy this customer, but not if it means totally repairing and repainting her entire vehicle. That is just not going to happen. So far, that is the only option that she has given us. That is totally unreasonable
  
  

  Customer response

  09/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22243009
  
  I am rejecting this response because: they did have my car 5 different times trying to get this right, but they are not capable. Each time they try again it is returned with more damage! My husband and their employee both agreed that it is not an acceptable job. The lift gate and quarter panels are two different colors from them trying to correct the mistakes they have made over a span of 72 days while they had my car. There is paint on the window trim, mud flaps, gas tank, etc. and I will not accept this unprofessional job on my nearly new car! The second quote I sent was for ****** just to do the work that was created by A+ and that was only from the quarter panels back.
  
  Regards,
  
  ***** *******

  

  Business response

  09/06/2024

  The $10,000.00 estimate included all four doors, and blending both front fenders. The repairs were to the rear of the vehicle. Our technicians were no where near the doors or the fenders. That is the front of the vehicle. There is no body work that needs to be done. Everything fits perfect. The rear just needs to be painted, and the quarters need blended. (according to the customer) This is easily a $1000.00 job. If there is just some over spray that needs buffed out it would only be a couple hundred dollars or so. A complete paint job on the entire vehicle isn't $10,000.00 !! The car is 4 years old, and as I have previously stated, we are not going to pay to have the entire car repaired and repainted. We have an EXCELLENT reputation and we do incredibly good work. We have for 20 years. This is the very first complaint we have EVER received on our work. The last two times that the vehicle was painted, we had painters from the best shops in ******** come in and do the work. The very last time it was a painter who is one of the most respected and well known painters in ********. His crew prepared the car and he painted it. His remarks when he was done was, "perfect". "The customer Cant be unhappy with that!!" And we all agreed, yet, here we are. I wish I knew how to make this customer happy. If we knew, we would do it. I am sure that a complete new paint job on the entire vehicle would do it, but that is NOT going to happen. It was just a bumper/lift gate job. So when we get an estimate for the bumper/lift gate paint job with quarter blend time, then maybe we can move forward. The one estimate included a new lift gate from the dealer. ($1600.00) We just put a new lift gate from the dealer on it when we did the repair. Its insane to take off a new lift gate and replace it with a new lift gate. We want to be fair, but we want to be treated fair as well. I apologize that someone from A Plus over stepped their boundaries and made a commitment that was about their pay grade. He did not have the authority to authorize going to another body shop and have A Plus pay for it. *****, the general manager cant even make that call. We inspected the vehicle before it left, and several techs as well as management, were all satisfied that we did excellent work in repairing this vehicle. We are not offering to have this car repainted at another facility because we feel that we did something wrong. We are doing entirely for customer service reasons. We want to have happy customers. We go the extra mile, or two, or 5 to ensure that our customers leave satisfied. As soon as we have a reasonable estimate to repaint and blend the rear of the vehicle, we can reach an agreement and get this issue resolved. We are still willing to do whatever it takes to make this customer happy.

  Customer response

  09/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22243009
  
  I am rejecting this response because: 

  Again, the lift gate and quarter panels are two different colors. At first you denied even painting the quarter panels and its clear from the pictures that you did. The door jambs are rough because they were not finished properly when you painted the quarter panels because A+ messed up and had paint dripping from them. I am not interested in hearing about your respected painter because the paint job on my car is an absolute mess. My tail light does not work because you got water in it, there is paint on my window trim, mud flaps and gas tank; this job was not done professionally! One shop I took it to wont even touch it because its such a mess and the paint is thick from painting coat after coat on top of each other trying to correct your mistakes. I found plenty of negative reviews on yelp if youd like to look there. 
  
  Regards,
  
  ***** *******

  

  Business response

  09/16/2024

  I don't even know what to say at this point. We have done everything humanly possible to satisfy this customer. We have done this vehicle 5 times, four of these were at our expense. When her husband picked up the vehicle the last time, he complimented how good it looked. He said that he was happy and satisfied with the work. Of course, she was not. I sent pictures to the insurance company and there were satisfied that we fulfilled their estimate and completed to work to their specifications. There are people in this world who just can not be satisfied, no matter what you do. We have spent $10,000.00 on a $5000.00 job, in a attempt to make this customer happy. We are still waiting on a reasonable estimate to repair the rear of her vehicle. There is no body work that needs to be done, just paint work. We have gotten estimates for $10,000 and $13,000!! One of them included repair/paint the front bumper, hood, both fenders, roof, both front doors, both rear doors, both quarter panels, the rear bumper and lift gate. All we did was the rear bumper and lift gate. Both of them are new parts from the dealer. We never touched any part of the car other than the rear. I have not been able to get an estimate for painting the rear of the car. We are not responsible for any other parts of the vehicle, other than the rear. We have made every effort to satisfy this customer. Every effort possible. The car looks great!!  I have nothing more to say until we get a reasonable estimate for painting the rear of the vehicle. That is what we have been waiting on

  Customer response

  09/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22243009
  
  I am rejecting this response because: 

  You have done this vehicle 5 times, four at your expense, because A+ keeps adding more problems to it each time I pick it up. Do you expect me to pay for it because A+ failed to realize they didnt paint part of a used blue lift gate on a white car, A+ baked black hair into a white paint job, A+ over-sprayed the entire vehicle to the point I could barely see out my windshield on the way home, A+ had paint dripping down the quarter panels, A+ had the tail light filled with water, the list goes on.

  Please stop alleging that my husband said it was a good job, he did not. He and **** had a conversation on the final day when it was picked up and both agreed it looks terrible. ****, your employee, is actually the one who texted me the link to the BBB because he knew it wasnt right what A+ did too my cat.

  Im not hard to please, I just want a job that I pay for done correctly. I dont think thats asking a lot; perhaps your standards are different. 
  

  Im emailing a third quote to ***** at A+ now, from the quarter panels back, as requested.

  
  Regards,
  
  ***** *******

  

  Business response

  09/21/2024

  I received the latest estimate, and although it was more reasonable, it still had $2,300.00 of parts and $900.00 labor on it. As I previously stated, we are not going to pay for parts or labor to put parts on the vehicle. There is no problem with any of the parts. This complaint started with you not being happy with the paint job. You found an eyebrow hair in the paint and you wanted the rear of the car repainted, which we did, then it was something else, then something else, and we ended up painting the car 5 times. We lost about $5000 by doing that, but it was an attempt to make you happy. We have been doing this for over 20 years (15 at this location). We have thousands of happy, satisfied customers. We do everything we possible can to make our customers happy. We have gone above and beyond to make this customer happy. We are still trying to satisfy her. I looked at the last estimate and when I took off all of the charges for parts and labor, the total was about $800.00. That is about industry standard to repaint a lift gate and rear bumper and blend the quarter panels. We have professional techs and painter who have years and years of experience. We do excellent work. To say that we painted the rear lift gate and rear bumper and got overspray on her Front windshield so bad she couldn't hardly see to drive?? For that to happen, the painted would have to miss that, the detail man would have to miss that, The shop manager would have to miss that, the quality control guy would have to miss that, I would have to miss that, and the owner would have to miss that. That just seems unrealistic to me. All cars go through all of the same strict standards. We are trying to make this customer happy, but we are not willing to do it at all costs, nor are we willing to do repairs that are not covered or related to the accident. I am still waiting for an estimate for painting the rear of the vehicle

  Customer response

  09/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22243009
  
  I am rejecting this response because: 

  The required parts are due to your shops negligence. If A+ had not gotten paint all over them, then it WOULD be a non-issue. However, that is not the case. My rear sensors were painted over, quarter glass needs replaced because of paint by A+ and same thing for the mud flap, passenger taillight, driver taillight and inside of gas hatch. A+ was supposed to repair, paint the REAR of my car, not the quarter panels trying to cover up mistakes that were made by your shop. Give me a break, Ive taken my car for four different estimates and every shop agrees that the job done by A+ is terrible and unprofessional. They have all apologized that this has happened to me on such a nice carfunny thing is that I only get excuses and lies from A+. The additional parts are certainly not accident related, they Are necessary because A+ painted the quarter panels and got paint all over the place. My insurance paid for our mistake and Im not going to ask them to pay for A+ mistakes too. You have insurance for that!

  
  Believe me, everything DOES NOT look fine. Everyone who has seen my car is able to pick out all of the mistakes, not just the professionals
  

  You have stated in two of your responses that the lift gate and bumper are both brand new parts from the dealership. This is not the truth. The *** was left attached under the hatch on the inside of the lift gate and the part used was manufactured in 2019 and originally painted signature blue. See photo.
  
  Regards,
  
  ***** *******

  Customer response

  09/25/2024

  The part used was certainly not new from the dealership.

  Customer response

  09/25/2024

  Lift gate and quarter panels are two different colors.

  

  Business response

  09/27/2024

  PLease send an estimate for just painting the rear of the vehicle.

  Customer response

  10/01/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22243009
  
  I am rejecting this response because: We are way past that now. A+ charged my insurance for this "new" bumper part plus 12 hours of labor to replace it. Not only is the liftgate USED, A+ did not even replace this part that needed replaced. It is still damaged and starting to rust because all they did was replace the bumper cover assuming I would never find out. Curious why they had my car for a total of 72 days and caused more damage than it was originally taken in for?? My car is still a mess, and all of my complaints have still not been addressed - unmatched paint, taillights don't work, paint on the inside of the liftgate, used liftgate, bumper was not replaced, gas tank has paint in it, paint on quarter panel window trim, the list goes on. Sounds like insurance fraud to me!
  
  Regards,
  
  ***** *******

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Impact paid $500 to get my car service. Quote: Brakes, Oil change & tune up for $500. They received the check from Impact. They started repairing my car in February. They did not touch my car all day. but I noticed 5 miles was gone. So one drove my car w/o my permission. They said they never had a chance to get to me but someone drove it 5 miles. i noticed. They put on new brakes, They said but they are grinding. They didn't fix the brakes until early May. They are not fixed right, they are sliding. I took it to another shop they told me the rotors were not put on. That they never put new brakes on at all The owner said the parts are faulty. He wanted the car back to get the parts returned for warranty. I do not want them to touch my car again. They do not know what they are doing & it is dangerous. I want them to return the money to Impact so I can take my car somewhere else to be fix. I spoke to Impact & had to get proof gathered to give to them of this error. I am ready to give it to Impact

  

  Business response

  05/19/2023

  It was a simple repair job. We made sure that everything that was paid for was done. It was paid for through a government program, so the owner of the shop was heavily involved with these repairs and did a lot of them himself. We wanted to make sure everything was completed, 100%. The customer is correct with the brakes grinding. One of the brakes was faulty and had to be replaced, at no cost to the owner. They were under warranty from Autozone, since they were almost new. We do test drive cars when we do tune ups, brakes and rotors. We replaced all of the brakes, but not all of the rotors because they did not need replacing. We used that money for additional repairs on the vehicle, such as an alignment. (which contributed to most of the miles on the vehicle) All of the repairs were made and completed, with new parts, as we agreed. We drove the car after it was repaired and there was no issues with the vehicle. We would be happy to look at any issue it may be having now. 
  

  Customer response

  07/12/2023

  '******* ********' via Dispute Resolution - Shared Inbox <disputeresolution@centralohio.bbb.org>
  Thu, Jun 1, 3:27 PM
  to disputeresolution@centralohio.bbb.org
  
  ******* ********
  ###-###-####
  
  
  I am rejecting this response because:
  
  First of all they are lying and if the owner did any work on my car then that goes to show the money should be refunded so I can go somewhere else to get it done correctly, because he even told me that brakes and rotors were changed all over; but they wasn't  they started to grind so I took my car to another mechanic to looked at it and he said the back brakes were not new.  And they never align my car nor did they rotate my tires.  I even went to Bee-line after they were supposed to give me an oil change, tune-up, brakes, and rotors.
  
  The miles (5)were missing off my car the first day I dropped my car off around 9:30am they were supposed to call me when they were done they never did, I fell asleep woke up around 5pm called and Randy told me he forgot to call me and they never got a chance to work on my car today which it was on a Friday so when I got there I noticed the car wasn't park the way I left it so when I got home I checked the miles and 5miles were missing I only live 2minutes away .06 miles.  That's a lot of miles missing for no one to have not done work on my car so what were they aligning they never touch the car that day.
  
  The owner even told me once to come in on a Saturday I get there no one else knew about it and was trying to figure out why he told me that because he's not there on Saturday's. Randy said," he never came in on a Saturday at least for 2years". So they don't know why he told me that... the lies
  
  I kept going back to get them to fix my car but they kept trying to get me to drop my car off at 9 and they'll call me when it's done but I wasn't having that I wanted them to work on my car while I wait. So now it's May and we still trying to see about this grinding talking bout leave my car so Autozone can give new parts for the warranty and that it was going to take about 3 to 4 hours I know better than that it don't take that long to replace brakes so I didn't leave it.
  
  So when they were ready I took my car and I did not leave all this time they never had the parts there yet, Autozone came about 1 1/2 hours after I was already there and owner said only one brake was faulty so why they put on both back brakes no rotors, no tire rotation, and no alignment on this day neither and when he was done some other man not the owner but someone who doesn't speak English, was done I DROVE MY CAR OUT OF THEIR GARAGE.  NO I DON'T WANT THEM TO TOUCH MY CAR.  THEY GOT THAT CHECK FROM IMPACT NOV/DEC NEVER CALLED ME TO TELL ME THEY GOT IT BUT IT WAS ALREADY CASHED BEFORE I EVEN TALKED TO THEM.
  WENT THERE SO MANY TIMES IN JANUARY BUT FIRST ATTEMPT TO WORK ON MY CAR FEBRUARY 2nd it is now June 1st and I am still sliding and grinding. 
  
  
  Sincerely,
  
  
  
  ******* ********
  
  Sent from Yahoo Mail on Android

  

  Business response

  07/12/2023

  We put brakes and rotors on her car. She brought it back and we had Autozone bring us new brakes and rotors, again, because they were still under warranty. I dont know anything about the miles. We test drive customer cars that we work on to make sure that everything is ok. Everyone here drives expensive cars, so no one would have just taken her car to drive. We did everything that we were supposed to do. Her car is fixed, exactly was we agreed. It was paid for by Community Action and if a refund was in order (which its not) the refund would be made to Community Action, not to the customer. We are willing to diagnose the vehicle and if further action is required and her complaint is legitimate, we will take care of the issue at that time. 

• Initial Complaint

  12/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About three months ago, the seat heater caught fire. Insurance agreed tocover some repairs. So, I took my 2012 black Cadillac for the following repairs: headliner, passenger door panel and misc trim pieces. I did not receive a written estimate. They said they would call with an estimate. by end of day, I had not heard from them, so I called to check, and they said they didn't know. I said I didn't want them to order too many parts. I kept calling, but never got a call back. After two months, I found my car in a junkyard, and it had never been touched. 

  I called one day and asked if I could pick up teh car, he said no, the the windows need tinted, I could hear the business owner in the background saying "He can go * *******, and he better no tcome up here". ***** explained the owner was having a bad day. The window tint is bubbly. 
  

  They damaged a piece of the vehicle under the hood which they did fix. 

  The passenger door lock doesn't work, and they say they can't fix it. The car can't be locked. There are brackets over the seat mount which they will not return. 

  They purchased car parts with the insurance money which were never used on the car. The insurance check was for $4000, but the repairs and parts didn't come to $4,000. They refuse to refund any of the overage, or return any parts which they didn't use.

  There are spots of grey paint on the passenger and driver doors. 

  They took the cost of the rental car out of the insurance check. They bought a backseat which they never put in. 

  I asked for receipts multiple times, but never got them. When I went in person for the receipts, the power went off in the building and they closed up and went home. 

  
  

  

  Business response

  01/07/2022

  Business called BBB - Business response taken over phone by BBB Staff:

  Bsiness said there was a fire inside the cabin of the car - everything in the car was burnt. He asked for an estiamte. ***** will not acept body shop estimates. He had an estimate from *****. ***** provides their own estiamte telling the shop what they would do. He brought the insurance estimate to us. We kept in contact with him a lot. His car was kept inside our fenced in lot waiting for repairs. it hadn't been touched because we were waiting on an interior. The owner he heard in th background was not talking to or about him, it was a completely separate conversation. We put an interior in the car. We were never under the hood, but neverthless we reapired it at no charge to him. When he picked up the car the passenger door lock worked. We did not purchase parts that were not used. The insurance check was $6100. There is no overage. We agreed to reapir the car for what his insurance company offered to pay. We didn't paint the car, so we have no record of any paint spots. We did an upgrade on the interior. We paid for the rental car, not his insurance company. He's asked for receipts, multiple receipts, but we have spoken with his insurance adjuster who agreed he was not entitled to the receipts. I have emailed him a list of parts, but not what we paid for them. We went above and beyond to accomodate him. In fact, we did an $8100 repair for $6100.

  He had rental car coverage, he used it all up. we felt bad that it was due in part ot our inability to get parts for the interior. There is no overage, there are no parts that they didn't use.  

  Customer response

  03/24/2022

  
  Date: Wed, Mar 23, 2022 at 10:08 PM
  Subject: Re: You have a new message from the BBB of Central Ohio in regards to your complaint #16364717.
  To: Better Business Bureau <disputeresolution@centralohio.bbb.org>
  
  
  Hello I?m sorry I was unable to get into my email account I finally did can you please resend the link it is expired and I apologize for the inconvenience

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩