ComplaintsforCranston Collision Center

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in an accident on 1-29-24, dropped my car off to Cranston Collision Center a few days later. They were very nice and accommodating. They considered my car a total loss and provided us a rental vehicle until the insurance adjuster came out to view our vehicle. Upon giving us a rental we didnt view or take pictures of what the car looked like beforehand. After having to return the rental so the opposing insurance company could pick up the salvaged car and release the check to buy a new car to us. Cranston Collision called us in regards to a ding on the passenger side door. Now they wont release our car until we put a claim into our insurance for something we know nothing about. It couldve been someone else or already there. I just need a new car for our family. This has been going on forever between the other person who caused the accidents insurance and their third party people. They are waiting to pick up my ******* Tuscan from the collision center and take it to salvage yard and then I can get my check to buy a new family. Now we are responsible for another rental and holding charges for my totaled car which we refuse to pay because we shouldve gotten our check already We handed everything in. My car keys, the title, the rental. We did everything asked to get the ******* to the salvage vendor and finish the process with the insurance company. We signed and released their rental on 2-23-24 like we were told so we wouldnt acquire more charges. Cranston Collision claimed to have released my ******* and I was all set but it is 2-27-24 and my car is still on their property. The ding to their rental in which we were unaware of and which is completely separate from the original claim shouldnt affect my ******* being given to salvage and my check being sent to me. I cant afford to buy a car and wait for reimbursement. This isnt a perfect world for all of us. Were young and being taken advantage of. This is wrong. We came out 1000 for another rental.

  

  Business response

  03/25/2024

  I am responding to Complaint #********.  First I would like to say that I am not sure who the person is that filed the complaint, but we did not have any contact with her during the entire process.
  We had contact with ***********************************, who was very pleasant when his vehicle was dropped off for repair after a collision.   We put him into a rental vehicle while his vehicle was being repaired.  It is our policy to do a walk around the rental vehicle with the customer and **** any damage on his original contact,**** the amount of fuel in the vehicle and the mileage and provide him with a copy of the contract.  So for him to state he didnt view the rental is an incorrect statement.
  ******************** was not happy that his vehicle was a total loss.  This does not have anything to do with Cranston Collision Center as the insurance company decides whether or not to repair or total the vehicle. 
  He dropped off the rental on Friday, February 23rd in the late afternoon and signed the release so the insurance company could have a salvage company pick up the vehicle.  Shortly after the customer left, while the vehicle was still in the spot ******************** parked it, the vehicle was checked in.  This means, the fuel is checked to confirm the fuel is at the level it was given to the customer, the mileage is noted and the vehicle is given another walk around for damage.  The damage was immediately noticeable as the vehicle is only a couple of months old.  I was able to obtain a picture from our security camera of ******************** driving the vehicle into the parking lot, and the damage is visible in the video and in the photo.  A called was immediately placed to ******************** to advise him of the damage to the passenger side of the vehicle.  He didnt seem surprised by the call and said he would file a claim with his insurance company.
  On Monday morning February 26th ******************** called and stated he wanted to see the damage on the vehicle.  We told him that was not problem and he came in to see it.  He stated a carriage must have hit it.  Of course he was upset, which is understandable. 
  The salvage yard called on Monday, February 26th for the charges on his vehicle, but we had customers in the office and we asked them to call us back in a while once we cleared our office.  This is not unusual,on a Monday since we have approximately ***** people dropping off and picking up vehicles and our office was short staffed due to someone on vacation.  They did not call back on Monday.
  Later that day, ******************* called the office stating he received an email from the insurance company and he needed to release his vehicle.  He was rude and angry and accused us of holding his car hostage.  He said the insurance company sent him an email and asked him to call and release his vehicle.  This is not unusual and is part of the process of releasing a totaled vehicle.  He was assured that we werent holding his vehicle hostage and that the vehicle was released we were just waiting for the salvage yard to call back for the charges.  He accused us of being a liars,or his insurance company was lying.  He was apologized to, and advised that our office was short staffed due to someone out on vacation but that didnt stop his hateful tone.   He continued to belittle the staff until the conversation ended. 
  The salvage yard called the next day February 28th for the charges and picked up the vehicle on February 29th.  It is not unusual for it to take a few days for the salvage yard to call for the charges, arrange the tow, send the tow and bring the vehicle to the salvage yard.   So to say that we were holding his vehicle hostage until he filed a claim for the rental vehicle is just not an accurate statement.  Legally, we can file the claim ourselves for the damage to the rental vehicle.  As far as him paying an additional $1,000.00 we are not sure what that rental bill is for.  If the insurance company shut off his rental, he should discuss it with them, we dont have a say in how many days the rental is paid for.
  Cranston Collision Center provided ******************** with profession courteous customer service the through the entire process.  

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