ComplaintsforClassic Collision

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my car into Classic Collision at *********************************************************** on 9/18 for repairs after being rear ended on my way home. At first everything seemed to be going well. However, near the end I was told that repairs would be done on a Wednesday. When that day came I called and was told it would be ready and that I would get a call back. I had my boss and another person waiting for hours to help me pick up my vehicle. I never received a call. Finally at the end of the day I called and was told they forgot and it did not make the scan or the wash and it would be ready the next day. I was told I would receive a call first thing in the morning around 9am. At about 2pm the next day, after still not hearing anything I called them again. I was told I would get a call back. Around 4pm I got the call and was told it was ready but they did not get the decals on due to receiving the wrong parts. I just want to say that I called and told them shortly after dropping my car off that my model had 2 different decal set *** and I wanted it the way that it was, with the Stinger logo not the *** logo. I guess somehow this request was misunderstood. When I got my car back it had no decals/emblems or logos on the back and 2 wholes in the hatch where the emblems are supposed to go. These wholes are not required for the stinger emblem. I was told they would put them on as soon as they got them. 2 weeks later I still have 2 wholes covered with tape to prevent water damage. I talked to the guy the other day and he told me he would ask and never got back to me. Also, I noticed that my front driver side leather seat has damage where it looks like something scraped the leather. I texted the repair *** ***** and he told me "sorry it looks like wear to me, this was a pretty standard repair." I just bought this car, it only has 32k miles on it. I condition me seats every couple of weeks and this was not there. I am disappointed with the communication/customer service & repairs.

  Business response

  10/21/2024

  Please remove this, this is for a shop in ******* 

  Customer response

  10/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Different business location
  
  Regards,
  
  ***** ******

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Issues with shop on ********. Was told by ****** that he could not fix my vehicle. ********** says it still has 1200 in damages. I have been back 9 times already for corrective repairs. I do not feel safe using your shop anymore. Please have a district/regional manager contact me.

  Business response

  10/21/2024

  This complaint is not for my facility, please remove. This is for a San Antonio store. 

  Customer response

  10/21/2024

  Complaint: 22442160
  
  I am rejecting this response because:

   this is the only listing i can find for classic collision. Please help me find the owners of the *********** location in ************ 
  
  Regards,
  
  ****** *****

  Business response

  10/22/2024

  I have sent this complaint to the Area Vice President of ******************, His name is **** ********. He should be reaching out to you. 

  Customer response

  10/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *****

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in a car accident where another car ran a red light and hit my vehicle. I went through their insurance since it was her fault. State Farm set it up with Classic ******** ( they are a preferred provider). Vehicle was towed in on Sept 23, 23 due to the bumper being bent in and unable to turn left. We picked up the vehicle on October 9, 23 and noticed that areas on the hood and under the headlight there was gaps that shouldn't be there. We were told they could adjust those. The claim was closed out. We were waiting on the powder coater so they could install the grill guard back on the vehicle. We picked it up on Dec 8, 23 and took it back to Classic Collision for the install only to get home and notice that it was crooked. My husband called up and spoke with **** the manager to let him know that this is not right. He told oh it can be adjusted by LineX, who they bought the grill guard from. We took it over to the them only tell us that could not adjust it and that was a frame issue, since that is what the grill guard is attached to. Took it back to Classic. We reached back out to State Farm and submitted pictures showing the issues and they set up a meeting with a field adjuster and Classic and agreed that issues with grill guard, hood, head light and bumper were not correctly. Classic did a frame analysis and it came back as the truck having frame damage and now State Farm wants to Total Loss it. They are basing it on a estimate with a frame replacement, which can't be done because that year, make and model is now discontinued. We are in process of trying to get a frame repair estimate but was told that even if came in $4000 lower that State Farm wasn't going to pay for. We just want our truck fixed correctly from reliable people.

  Business response

  02/02/2024

  Hello, this vehicle did not get fixed at my location. I work at Classic Collision ******** South, this vehicle was fixed at our ********** location. Please remove this from my account, if you have any questions please call the shop ************.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was in a car accident and the estimated time to fix my car was supposed to be 12 days. This turned into 77 days (May 29th-August 14th). When asked what was taking so long, their response was that the person that was working on my car quit and they had to hand the "project" off to someone else. They also said the previous employee had ordered the wrong parts so they had to reorder them. I had to pay for a car rental out of my own pocket for nearly 2 months. When I received my car back from them, it was still not completely fixed and in fact, the Audi dealership found an additional $6,000 in damage. Therefore, I am still paying for a rental out of pocket to this day. Classic Collision has refused to reimbursement me for this even though it was a company issue of someone quitting as to why my car has taken so long to repair. Nothing has been done to resolve this issue.

  Business response

  09/19/2023

  Hello, I have personally reached out to Mss. Early, and have yet to hear back in order for us to resolve the issue. 

  Customer response

  09/20/2023

  Complaint: 20519604
  
  I am rejecting this response because I have yet to hear from the business. No one has made an attempt to reach out to me. 
  
  Regards,
  
  ***** Early

  Business response

  10/02/2023

  Hello, Mrs. ***** my last attempt to reach out to you was on 9/21 and left you a voicemail. I sent you an email with my direct phone number. Please call me as soon as possible so I can help resolve your concerns. 

• Initial Complaint

  08/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Date of incident: 8/17/2023 I had just been in an accident and selected Classic Collision from State Farms preferred provider list. I drove onto the lot and parked. I was inside the yellow line and the vehicle to my left was inside the middle line yet the space was so narrow I couldnt get out of my car without touching the other car. I left that space and parked in the only other available space. Same issue with the extremely narrow parking but I was able to get out without touching the car next to me. When my service provider walked out with me to my car, I told him I needed to locate my keys because the impact of the accident must have thrown them to the passenger floorboard. He stood at the end of my car and watched me struggle to ***** between my car and the truck adjacent to the front passenger door (I weigh 155 lbs). He also watched as I opened the door carefully to retrieve my keys on the floorboard. I could not keep the car door from touching the adjacent truck and also get my keys, despite the fact that both my car and the truck next to me were situated within our respective yellow lines. The service provider saw this but did not offer to hold the door for me. He then began screaming at me that I had dented the truck adjacent to me. There was not the slightest **** on the truck, much less a dent. He continued to scream at me and then gave me my keys and told me to get off his lot because he wasnt going to repair my car. I called his manager to report the incident, explaining that the service tech watched me struggle, yet did and said nothing to help. The manager explained away his employees grossly unprofessional behavior saying he must be having a bad day. As a preferred provider for a multi-million dollar insurance company, I would assume that the manager would be more concerned about how his employees treat customers coming in with an insurance claim, yet I was told they did not want my (or State Farms) business.

  Customer response

  08/21/2023

  I do want an apology (contact from the business). However when I tried to submit the form, I was prompted to list another preferred outcome. So my thinking was 1) apology, THEN 2) no further contact.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This refers to Classic Collision at ******************************** Austin, **.In November 2022 I hit a deer. My insurance company sent me to Classic Collision. Classic took close to a month to repair my vehicle and booked my insurance. I only paid my deductible. In the spring of 2023 I discovered my air conditioner didn't work. I took it to my dealership. They said the compressor didn't work because it either wasn't repaired by Classic or it was replaced by a faulty model. My dealership also discovered issues with the fuel injection and engine coolant system that they said were a result of the collision with the deer and improper repairs by Classic. Classic Collision did bill for the repair of all of these parts but did not do square repairs. Now I am out my deductible from my insurance ($500), plus the out-of-pocket cost to actually repair these parts, which cost well over $1000.

  Business response

  07/29/2023

  I ******************************* , the new Regional Manager for this area and location have not heard of this complaint before , I would need to investigate customer concerns with customer , also review any documents and invoices *************************** may have . 

  I will do so the following business days coming , today is July 29.

  I can also assure there will be some type of resolution to the ******* concerns, Classic Collisions customer service during and after repairs is are most valued asset to the community we serve 

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My insurance company sent my car to Classic Collision.However, after the payment of $8,400 was made, I got the car.The repair people did extensive damage to the car.

  Business response

  06/13/2023

  ****************** had his car towed to Classic Collision 4/19/2023. The date of loss is 3/20/23. Whenever it arrived at our facility we took a complete log of pictures documenting all of the angles of damage from collision and unrelated items. We asked ****************** to come by to go over the damages and discuss with us what would be done. He refused to come to our facility to sign authorization and go over the unrelated damages that were overlapping with the new damages. We were able to get the authorization signed electronically. We then started the blueprinting process that identified unrelated damages that were not done to industry standards. This too is documented and photographed. Whenever we called ***************** to explain he would not answer nor return the calls. He would only  respond to text and that was very limited. When completed we reached out and ****************** came to pick it up a couple of days later. The next day we received a message from ***************** with some concerns on the doors edge, interior seats, and noise when turning. We called and text. His response was he did not have time and that we need to come to his house. He text us to to pay him $6000 for the claimed damage to his vehicle by Classic Collision. I went to his house on 6/1/23 to see the claimed damage on the vehicle. I also had the Insurance supervisor from GEICO meet me there to go over the vehicle. Once we arrived ****************** came out of his house. We introduced ourselves and he went into a verbal assaults' that we "try to work too fast" and he knows that we "make too much profit." I brought several colored pictures showing the condition of his vehicle whenever it arrived, towed, to our facility and after it was disassembled. He refused to look at anything I had that documented these things and would not let me complete a sentence as I tried to talk with him. I looked over the items he claimed we damaged. I again tried to show him the condition of the vehicle, with photos of the door edges and interior, whenever it was towed to the shop. He would not look and asked if we were going to take care of them. I said that we could make an adjustment to the gap on the hood and look into the noise complaint while turning. The interior trim and door edges are documented with photos prior to arriving CC, photo attachments included are included. 

  ****************** continued to be aggressive with his comments and then addressed us with racist remarks. That is when We left his residence. 

  We will address and help with the items that are part of any workmanship or damage from the repair and or the insurance claim.

   

   

  Customer response

  06/14/2023

  Complaint: 20132148
  
  I am rejecting this response because:
  

  its all falls statement.

  the supervisor was disrespectful and threatening.

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

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My 2021 ******* Elantra was in their shop last year around June. Ive had a rental vehicle from them during the time of repair. I was originally told that my insurance was meant to cover the entire rental, but the insurance had covered only half. I had to pay out of pocket for the other half. This shop had promised that they would be reimbursing me my out of pocket expense within six weeks, but its been over six months now; I have received no reimbursements. Ive contacted their shop multiple times within the past several months, and was always told that my refund would be on the way.

  Customer response

  01/18/2023

  The shop is located *************. Please see attached.

  Business response

  02/20/2023

  We have contacted **************, Classic Collision West has agreed to reimburse him for rental expenses he paid in the amount of $392.03. He should receive a check in the mail by 3/08/23.

  Mailing address

  430 **********

  *********** ** 78220

  attached is the invoice from Enterprise
  

   

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have had my vehicle there for two months, and within these two month Ive been lied to what has been happening to the vehicle. I was told to come in to pay a balance that was owed and I went in and paid and still would not give me my vehicle. The insurance involved has emails them with everything they need and have been supportive all the while they lie to my face and tell me its ready then not ready then not been started on its lie after low after lie. When I spoke to the manager I stated I no longer interested in the services and they refuse to return my car to me. I have receipt of payment as well . I called again and they said the manager would call me right back and the moment I hung up they blocked my number. This is not how you do business

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 1st of this year I was in a car accident. Currently, I am still awaiting parts never place on my car that were charged as a fixed item to my insurance. I am missing an engine cover, and the washer liquid container was never placed in my car. This is September, and I have gone back several times to have items fixed. My vehicle 2021 ***** Civic. This is not an older vehicle where I should be having all of these concerns. My insurance was charged ******** dollars has already been paid to Classic Collision. Therefore, why hasnt my car been fully fixed.

*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. ↩