ComplaintsforCollisionRight, LLC

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 25, 2024 I took my vehicle to a dedicated body shop that my car insurance company guarantees work after having a car accident. I picked my truck up in March at that time the only thing I noticed was a headlight on my drivers side that was supposed to get replaced was not done. I pointed it out and was told it would be ordered. A couple of days later I noticed pins were missing from the wheel well area and the molding around my tire was hanging and paint was chipping on the opposite side of my vehicle where the bumper and the body of my truck met. I called my handler at the shop and I was told to come back to have the issues looked at . The pins were a quick fix but the paint chips required to go in the shop. The headlight that was missed was ordered 2 times both times wrong light came. While waiting for the headlight other issues occurred driver mirror and door handle had to get replaced. I had to wait for all of these pieces to come in to get work done at one time since I no longer had rental finally everything was there in July had appt in August to get work done along with paint chips on passenger side.The ****** **** agreed to fix paint chips as a courtesy. Picked vehicle up everything was done but paint issues even after I called to find out status of repair was told truck wasnt there it was off getting the complementary paint work done. Spoke to the manager **** and was told he changed his mind. Contacted my insurance company and have been going back and forth between the insurance company and body shop truck has been in the shop on two different occasions to get work done and the shop has repeatedly been dishonest and failing to take accountability. ***************** wants me to file another claim instead of the body shop being held accountable for the mishandling of my vehicle. ***************** has pictures of my vehicle at drop off with no damage and the body shop has no record of any previous damage to my truck prior to the repair

  Business response

  10/29/2024

  Auto Body Evolution Catonsville did work on the left side of this vehicle through ********************* It is true that the customer returned to have the headlight and a few other issues related to the insurance claim resolved.

  The customer also brought up issues on the right-side of her vehicle, which is an area not related to the initial claim. She returned to our shop to speak with our manager. We identified that the headlight on the right side of the vehicle was not bolted in. We did not remove this headlight during our repair, but we did bolt it back in free of charge.

  The customer is not the first owner of this vehicle. Our body shop, as well as ********************* have deemed that there was previous work completed on the front right area of the vehicle, which is where the issues with the paint is occurring. Because it is not related to the original claim, it is not covered by the warranty or the claim with Traveler's. 

  Business response

  10/29/2024

  Apologizes for the delay on responding. There was a breakdown in our internal process.

  Our general manager at this shop has worked with two different contacts at Traveler's about this repair. Traveler's will not approve additional work under the original claim because it is not related damage. This is not an issue with our warranty, rather an issue with the previous work on the vehicle. Because it is used, the repair could have taken place prior to her purchasing the vehicle.

  Customer response

  10/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22411615
  
  I am rejecting this response because: the body shop is not being honest, they damaged my truck enclosed are the pictures of the paint chip and the pictures that the insurance company took of my vehicle when I drop it off without damage .  You can see no paint chips when the car was dropped off. They are not telling my insurance company about the damage underneath that several claims adjusters said that it sounds like damage missed in my original accident. I asked them to send the adjuster out again to see the damage, but the insurance company will not because the body shop isnt telling them about it but you can see in the estimate that I provided its there.I understand the chips didnt come from my original accident but the damage underneath probably did but the paint chips are from the body shop not taking care of my truck in there care. 

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

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped off car for an estimate of repair box dented doors through insurance. After receiving estimate did not agree on damages. Went to pick up my car and they did further damage by taking off the rocker panel they cannot get back on and refuse to replace.

  Business response

  08/13/2024

  The customer brought their vehicle into our shop for an estimate to get repaired. During the estimate process we removed the rocker panel, and all of the fasteners and clips had broken off due to the accident. This was not a problem because we would order new parts once we received approval from the insurance company. We submitted the estimate to the insurance company and due to the amount of damages being over their threshold to the vehicle the insurance company deemed the vehicle a total loss. The customer was not happy with the decision that their insurance company made about the vehicle. The customer decided to cancel their claim with the insurance company and our shop. Since the customer cancelled the insurance claim, we advised that they needed to pick up their vehicle. In the same conversation we advised the customer that the rocker panel was damaged and could not get placed back on the vehicle due to the damage, clips, and fasteners without a repair. The customer understood and came to pick their vehicle. 

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my car to *** after being rear ended and the insurance company requesting I use one of their referred companies. I took my car in and received my rental car from Enterprise that *** called for me. After three weeks my car was done and I picked it up.

  I had the rental and they called to have it picked up. They took the keys to the rental and said it would be fine to leave it and Enterprise would be by to pick it up. Between the time I left and Enterprise arrived a delivery truck hit the car. They did not notify me. I got a bill from Enterprise saying the car had damage. I called Enterprise and they told me that *** had said that a delivery driver delivering to their location from ******************* had hit the car and they together were trying to solve the issue.

  *** did not call me when the accident happened or after at any time, they did not get the name and number of the driver, didn't take pictures of the damage, did not call the police reporting the accident since I wasn't present. When I called *** about it they stated it wasn't my fault and they would take care of it.....after 8 months of these calls nothing was solved and the $1500 bill kept coming. I asked for an incident report and the invoice number of the delivery so that I could track down the driver myself and they said they couldn't provide me with that information.

  They said that they were not responsible and there was nothing else that they could do to help me. Now I have a bill for a hit and run that happened on their property. As a body shop did not do anything to get information about an accident which I find so surprising since they deal with damaged cars and insurance claims as a business.

  Business response

  06/26/2024

  I spoke with our General Manager and he stated that the vehicle the customer is referring to was not parked on our property. The vehicle that was hit was by a delivery driver from ***'s **** ***'s *** has stated they are not assuming responsibility for the vehicle. Therefore Enterprise has sent the information to the customer. Unfortunately this is one of those cases that are not very cut and dry.

  Customer response

  07/02/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21734750
  
  I am rejecting this response because: 
  I have emails stating that the company knew about the accident. Was in possession of the key to return the vehicle to the rental company. They witnessed the accident and didnt record any info or call me or the police to report it. Since the company was in possession of the key they should have responded to the accident appropriately as it was parked right outside their front door. I asked if it was alright to leave it there and they said yes no problem. 
  Regards,
  
  ***************************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is multi-faceted.Background: ****** Autobody took possession of my 2019 Audi A8 for repair. The estimate fluctuated throughout the process. It was taken to ****** because they are the only Audi-certified repair facility in central ****. It was stated to insurance that a few components were "restricted" only to certified shops and they worked through this process together. I am aware that ******/Collision Right must follow the steps outlined by Audi for the repair process of the vehicle.In regard to issues with the facility:1. The vehicle was brought in for an initial estimate which obviously included the teardown of the vehicle to inspect damages. Approval had not been given for the requested supplements from insurance and I did not verbally consent to begin repairs on the vehicle. Throughout the entire process of trying to facilitate the repair ***************** repeatedly and deceptively asked me to move forward with repairs, leaving me on the hook for $7k in unapproved repairs. I was smarter than this and never agreed. This is dishonest and all over recent reviews for the shop.2. The repair was rejected by insurance. *** did nearly nothing to work with insurance to come to an agreement. Maybe this is business policy, either way, my car was essentially hostage to certified repairs. During this process, the facility/*** had my non-approved bumper cut in half and returned to me like this. Additionally, a "restricted" metal fender bracket that had no damage in estimate photos "somehow" became bent to unusable. Additionally, single-use trim in undamaged areas was removed for an unapproved repair as well as additional plastics broken that were not part of the accident, however, I understand the plastics may have been unavoidable in disassembly. 3. Most concerning, *** called the only other repair facility in **** owned by Collision Right and told them not to take my vehicle because it was a "headache". Isolating my repair to ******.

  Business response

  06/26/2024

  I spoke with our General Manager and he has notified us that we have gone above and beyond to complete the complete repairs for this customer. The customer wanted to have his vehicle ************************ with an Audi certified bodyshop. Since there are only two within the State of **** he was not happy about that information. All the fees that we charged were valid fees. 

  Customer response

  07/03/2024

  This response is not sufficient. They took over a month to respond. The respondant failed to address 1) destroyed bumper 2) manager personally calling the other shop to tell them not to take the repair 3) additional damages the shop incurred to the vehicle 4) managers forceful push to accept charges that were not covered by insurance. 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to be repaired at Rife's. Side note: over the years I have taken several of my vehicles there for body work repair without incident. However, with this particular occurrence I questioned (via email) why more work was being done to my vehicle than requested and stated that this appeared to be insurance fraud related... ( I have all of the email communications between myself, ****** ***** and later on *** *******.) After retrieving my vehicle after the completion of the repair I noticed after having it for a week or so that there was a real loud noise coming from beneath my vehicle, and I emailed ****** ***** and *** ******* about it. *** ******* suggested that I bring the car back in for him to inspect it, etc.. (again, I have all of the email communications). After meeting with him, he claimed that I had an accident after picking up the vehicle and that is the reason for the damaged engine covers beneath my vehicle. Bottom line, I was not involved in any accident et al after picking up my vehicle and contend that they replaced the original engine shields that were on my vehicle with 3 damaged parts due to my accusing them of committing insurance fraud. (again, I have all of the emails, pictures, etc..) I would like for Rife's Auto Body to cover the cost for these parts to be replaced, which comes to approximately $500.00.

  Business response

  04/25/2024

  This customer has filed a complaint to the Ohio Attorney Genral office as well. I have attached his complaint to the file. I will also copy our response to the Ohio Attorney General below, which will also serve as a response to this complaint

   

  I hope this finds you well. I am in receipt of the attached complaint and please let this serve as our response. I had the General Manager of Rife’s Autobody in Westerville, *** *******, review the complaint and provide the relevant information. After conducting a review of the facts and speaking to the appropriate individuals, it is our position that the damage Mr. ***** claims occurred because of work performed by Rife’s is not accurate and we would deny the claims in the Complaint.
  
  Please see the attached photos on the Original Supplement Photos at teardown on 1.30.24 with no damages to the Front Splash shields still under the vehicle.  Mr. *****’ vehicle was delivered to him on 2.13.24.  Records show that he subsequently called on 2.27.24 claiming that he was driving the vehicle and heard what sounds like rubbing underneath the vehicle.  Mr. ***** came back to Rife’s later that day, and an inspection was performed on the vehicle as a customer goodwill.  Attached for your review are inspection photos from 2.27.24.   
  
  The following below was found at the time of inspection:
  Three of the lower splash shields were found to be damaged and pulled away from their mount points.
  The identified damage was not present during process of repair in photos from Shop Supplement process on 1.30.24.
  There was no need by Rife’s to remove the splash shield, nor were they removed, as part of the paint and repair processes.
  Upon removal of the under shields during the 2.27.24 inspection, it was discovered that the Lower Tie bar of core support was damaged which indicates that the vehicle had been bottomed at some point.
  Damages present on the subsequent inspection now would not have allowed reinstallation of adjacent Front Bumper/Lower valance panels. Meaning, if the damage would have been present during the initial repair, the vehicle would not have been able to be reassembled properly in accordance with applicable repair process and standards. 
  The subsequent inspection also revealed that treaded rivet inserts and fasteners were torn out and missing.  If these would have been missing during the initial repair, that damage would have been previously inspected/installed using these mount point at time reassembly. Had these been damaged at the initial repair, Mr. ***** would not have been able to drive home with the damages present on return inspection visit.
  The undercarriage damages present at the subsequent inspection would also not have been missed damages due to the impact to a yellow pole on the driver’s side front fender.  
  
  In summary, the only logical explanation is that the damage claimed by Mr. ***** occurred after the vehicle was delivered to him on 2.13.24 and was not a result of any repair process done by Rife’s. Therefore, we deny responsibility.. 

  Customer response

  04/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21562449
  
  I am rejecting this response because:    Rife Auto Body placed damaged parts on my vehicle after I accused their staff person's (*** ******* and Connor Turk) of committing insurance fraud on my car repair claim as retaliation against me.   Please see the below dialogue with the Ohio Attorney's General's office.   

   

  From: ******* ***** <*********************>
  Sent: Thursday, April 11, 2024 12:14 PM
  To: ***** ***** <***********************>
  Subject: Re: 1050180 Rife's Autobody
  
  Thank you, Ms., ***** for your work regarding this matter.   Simply put, *** ******* is lying due to my accusing him and his subordinate with fraud on my claim and as a result, they placed these damaged parts on my vehicle.   I will take this matter up with the BBB and then file a small claims suit against them.   The sad part about all of this is the fact that over the past 20 + years I have always taken my vehicles to Rife's for bodywork and it's very unfortunately that they would do this to a repeat customer.
  
  
  Again, thank you for your efforts regarding this matter.
  
  
  Best,
  
  ******* *****
  
  

  
  To:***** *****
  Thu 4/11/2024 8:32 PM
  
  Ms. *****,
  
  On second thought please reach back to Rife's legal counsel and let him know that I have proof their employees ****** Turk and *** ******* committed insurance fraud on my car repair against my insurance company and when I called them out on it via email, they attempted to include me on their efforts by offering to write me a check for repairs items that should have never been billed to my insurance company for repair.   When I didn't accept their offer they had their mechanic to place very old and damaged engine shields on my vehicle as pay back.   Let him know that if this matter is resolved I will be taking them to court to expose *** ******* and ****** Turks.
  
  
  Thanks, and advise,
  
  
  ******* 

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This issue - problem is the fact that I am now having to act as their parts department in an effort to obtain parts from Ford Motor company in an effort to complete the repair on my business truck. The original communication "should be a week" we are well beyond that point. I am now having to rent a truck for my business, which not planned to have to do so! the added cost is causing a loss to my business.

  Business response

  04/25/2024

  The parts for this customer were on backordered for a few weeks. We searched available avenues to get the parts sooner than the backorder dates. When the customer came into the store we advised him of this information, then began to get upset and asked for the parts numbers to call himself. We also offered the customer a loan vehicle during this time. He declined the loan vehicle because we only insure the vehicle in the state of MIchigan.

  Customer response

  05/07/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *****

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our vehicle was taken to ******* collision on 26th street in **** **. They gave us an initial estimated repair date of Jan 2024. In March 2024 we were told they could not get a factory bumper for the vehicle and that we would contact our insurance company to get approval for an after market bumper because they could not get the factory bumper and could not locate one. We did that and ******** was contacted by USAA. USAA told ******** that they would not pay for the parts that were already open and could not be returned, parts specific to the factory bumper. ******** then told me that they would not put an aftermarket bumper on the truck because they had already opened the parts and threw away the packaging, and now they could not be retuned. They are in essence holding our truck hostage because they screwed up and opened parts and threw away packaging and now they cannot be returned for reimbursement. We are getting told “oh well” we cannot locate a bumper and there is no end in sight so your truck will just sit here.

  Business response

  04/09/2024

  This customer is aware that the part this was on back order. We offered to give the vehicle back until the one bumper part became available, but they refused to drive it without the missing part. We have been in communication with this customer very often. Unfortunately the timeline was pushed back due to the part. 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A driver hit my car. Police report attached. They were at fault. State farm recommended the shop Select Collission in Hershey. They gave me an estimate of 4,200 and 7 days to repair. They stated if any pricing changed they would notify me. They never did. I called ***** the manager said the pricing would remain the same. I went to pick up my car and the pricing was 4,466. I asked why. They didnt have an answer. My agent says now i wont be reimbursed for the rental that I paid for 470. See her email. State farm should not recommend this shop that stole $260 that I should be reimbursed for my rental. I am getting the rounaround from both insurances as you can see and this must be reported. I need a reimbursement of the rental by Root insurance or the shop must not be recommended as they didnt stick to their price. this accident was not my fault. I am a teacher and $470 is a fortune to me. This shop partners with enterprise and something is very suspicious to me. I would appreciate your help looking into this.

  Business response

  02/23/2024

  I called and spoke with the customer. She advised me that she was not communicating with the on a daily basis, the pricing was not the same as the initial estimate. The estimate was different because there is a supplement that was needed. We have found more damage after the vehicle was disassembled, which is a very common practice. All of this was explained to the customer when the Gm sat with her for over an hour explaining the entire Collison process.  We covered one week worth of her rental car to help her out. We have tried to do all we can for Ms. *******.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** ****** of Cordova Collision Repair-Getwell (**** ******* *** ******** ** *****) gave me a price quote to replace OE windshield over the phone for 2021 Kia Telluride $800.00 OE windshield and $600.00 calibration. I gave ***** permission to replace the windshield for the original price quote. ***** called the next day 11/28/2023 with a different price quote of $800.00 OE windshield and 1,200.00 calibration. The company did not honor the original price quote. I want the company to honor the original quote of 1,400.00 which does not include taxes.

  Business response

  01/10/2024

  We spoke with our Gm of this location. The initial estimate was given to the customer. The estimate came out to be a different price due to the calibration cost that was initially quotes via estimate. Our estimates are a roundabout number not the final cost. 

  Customer response

  01/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20993298
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** ******* ****

• Initial Complaint

  12/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an estimate from Memphis Collision to replace a window hinge on my Nissan Pathfinder. The employee that provided the quote stated she wasn’t certain of the amount of time required to perform the repair, but included 3 hours of labor. The work was performed 12/6/2023. My car was physically on their lot for repair for less than 2 hours. The final bill charged me for 3 hours of labor. When I realized the discrepancy, I contacted the employee that provided my quote. I was told it is their policy to charge a minimum of 3 hours of labor for any job. Their rate is approximately $56/hour. This policy was not stated on the estimate or final bill. I only became aware of it when I questioned the charge. I am filing this complaint because, in my opinion, this is this is fraud.

  Business response

  12/19/2023

  Ms ******* received and approved the written estimate with the cost of the part(s) and the three-hour labor minimum. The estimator has confirmed Ms. ******* was aware of the labor minimum. 

*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. ↩