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Central & Western Massachusetts and Northeastern Connecticut

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Village Repair, Inc.

Phone: (508) 829-6686Fax: (508) 829-450194 Reservoir St, HoldenMA 01520-1225 Send email to Village Repair, Inc.

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BBB Accreditation

A BBB Accredited Business since 12/02/2009

BBB has determined that Village Repair, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised Village Repair, Inc.'s rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Complaints SummaryRead complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)BBB Closure Definitions
04/16/2014Problems with Product / Service | Read Complaint Details
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Additional Notes

Complaint Category: Services resulted in additional damage (exp. Damaged product during shipping)

Complaint: Village Repair towed my car when I had a flat tire. The incorrect manner in which the tow driver handled my vehicle resulted in ******** of damages.
On 2/8/14 (into the early morning hours of 2/9/14) Village Repair was contacted through *** to come tow my vehicle because I had a flat tire. As my boyfriend tried to put the spare tire on, a police officer pulled over to see if he needed help. He explained to him that he was having trouble putting on the spare tire because it was dark outside, so the officer (from ****** Police Dept) held his flash light on the tire to help him see the bolts. At this time the officer also walked around the entire vehicle, and noted that there was absolutely no damage to my vehicle other than the flat tire (he is a witness for me). Unfortunately once my boyfriend finally got the spare tire on it quickly went flat once the weight of the car was on it. Then the tow truck driver came from Village Repair, and my boyfriend told him he'd get a ride home with his brother who had come to first pick me up to go home to the children and then go wait with his brother until the tow truck came. The tow driver was given the address to bring the car to and my boyfriend was brought home by his brother because he was freezing and he had already been waiting 2 hours.

We went to sleep and when we went outside to see the car at 9am, we were absolutely horrified and stunned. The car had crunched in metal behind the passenger side flat spare tire and the entire piece of the car that runs from the back of the front tire to the front of the back tire (I'm not sure if it's called the running board) had been completely ripped off and was missing. I also had a gap in my passenger door.

I notified *** of the damage and they sent an assessor to the auto body shop who had a conversation with the licensed appraiser from the shop. They both mutually agreed that it is absolutely undeniable that the only way that damage would've occurred is from the tow driver improperly handling my vehicle while it was being put onto the flat bed. It is obvious that the car did not clear the necessary height and was scraped against the tow truck, crushing the metal in and causing the running board to be ripped clean off. There were also other damages from the car being scraped underneath, but no damage to the body work of the car in the front (another clear sign it was the tow truck). The total damages are estimated at *********

I am outraged that this company is not making right on the damage they have done to my vehicle, as they are denying fault and leaving me with massive repair and rental car bills from their employee's negligence and mishandling of my vehicle. What was a simple flat tire has turned into an absolute nightmare for me because of Village Repair.

Initial Business Response
My driver has given a statement in regards to the facts of this claim to *** and to the insurance company.He states the damage to the vehicle was there before he arrived.The driver of the vehicle stayed and watched him load it onto the flatbed. The damage to the car is not consistent with the procedure used to load the car.A *** investigator reviewed this claim and reported that Village Repair was not responsible and there was no way to damage the car in the way it was damaged loading it onto the flatbed.

Initial Consumer Rebuttal
(The consumer indicated he/she DID NOT accept the response from the business.)
The driver of the tow truck asked my boyfriend if he wanted to ride home with him in the tow truck and he said, "No, I will get a ride from my brother because it was freezing cold and late" and he then left in his brother's car (with 2 witnesses that my car had no damage on it) before the tow driver proceeded to put the car on the flatbed. The tow driver lied about him staying to watch and lied about the fact that this damage already existed on the car. Village Repair states that "the damage to the car is not consistent with the procedure used to load the car"-that of course, is assuming that the tow driver used the correct procedure -which he DID NOT, and therefore my car was damaged. Basically the tow driver didn't take care to make sure the side with the flat came up high enough when it was going onto the ramp. When he pulled the car up onto the ramp the flat tire came aground and ripped the liner off and the liner is connected to all the parts that got damaged. These parts included the fender, rocker moulding, wiring for the airbag, speed sensor or wheel bearing, and washer hoses. The licensed appraiser at the shop that is fixing my car talked to the adjuster sent by *** and they both agreed that it was UNDENIABLE that the only way this damage would've been done to the vehicle was by the tow driver's neglect in handling my vehicle properly. There was another witness to this conversation at the shop, the co owner, and he and the licensed appraisor /owner of the shop both gave recorded statements to the insurance agency stating this directly & clearly. I do not accept the lies of the Village Repair worker and will go to the greatest extent of the law to pursue this injustice. I believe he was cold, it was late, and since no one was there he tried to do a quick careless job, drop my car off thinking it was late and no one would see, and try to get away with it. This is absolutely unacceptable and horrendous customer service.

Complaint Resolution: BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.

Industry Comparison| Chart

Auto Repair & Service, Auto Services - Oil & Lube, Wheel Alignment, Fr & Axle Service - Auto, Truck Repair & Service, Transmissions-Automobile, Trailer Hitches, Towing-Automotive, Lubricating Service - Automotive, Brake Service, Auto - Emissions Testing, Auto Electric Service, Auto Air Conditioning, Lift Kits, Tire Dealers, Auto Parts & Supplies-New

Additional Information

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BBB file opened: 02/26/2004Business started: 03/01/1983
Licensing

This company is in an industry that may require licensing, bonding or registration in order to lawfully do business. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Transportation Div., Dept.of Telecommunications & Energy
One South Station
Boston, MA02110
(617) 305-3559 ext x3771

BBB records show a license number of 37858 for this company, issued by Transportation Div., Dept.of Telecommunications & Energy. Cert #30607 / Active.

Type: Towing and Transportation

Check License Status: http://www.env.state.ma.us/DPU FileRoom/frmTransportationSP.aspx

Please note that governmental licensing information may not be current.

Type of Entity

Corporation

Incorporated: March 1995, MA

Contact Information
Principal: Mr. Theodore J. Dumas (President)
Number of Employees

10

Business Category

Auto Repair & Service, Auto Services - Oil & Lube, Wheel Alignment, Fr & Axle Service - Auto, Truck Repair & Service, Transmissions-Automobile, Trailer Hitches, Towing-Automotive, Lubricating Service - Automotive, Brake Service, Auto - Emissions Testing, Auto Electric Service, Auto Air Conditioning, Lift Kits, Tire Dealers, Auto Parts & Supplies-New

Products & Services

According to information provided by the company, they provide automobile repair service, towing, tires, brake service, and transmission service.

Industry Tips
AUTO REPAIRS
The Hail Season is Here

Map & Directions

Map & Directions

Address for Village Repair, Inc.

94 Reservoir St

Holden, MA 01520-1225

To | From

LocationsX

1 Locations

  • 94 Reservoir St 

    Holden, MA 01520-1225(508) 829-6686

Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Central & Western Massachusetts and Northeastern Connecticut. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.

*Village Repair, Inc. is in this range.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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Industry Tips for Auto Repair & Service

AUTO REPAIRS
The Hail Season is Here
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