Complaint Category: Repairs resulted in additional damage
Complaint: On Monday, April 28th, while I was completely stopped at a traffic light, I was rear ended by a driver with *** ********* Insurance who pushed me into the car in front of me. There was damage to the front and back of my car as well as hidden damage (their appraiser's term in the estimate).
The outer damage to my car was quite obvious, my rear end was smashed to the point the hatchback couldn't open and he hit me so hard that his license plate became embedded in my bumper. My driver side headlight was not working anymore. I told the appraiser for *** at Metro, **** ******* about the headlight. He said that Metro would take care of all the hidden damage. I had to take it to one of ****** approved shops or I would have to pay the overage. I took it to Metro Collision, where **** ******* assured me that they will keep working on my car until everything was fixed. On Wednesday, May 14th, I picked up my car. ****** at Metro drove it out of the lot and couldn't open the door or get out. I had to open the door from the outside for him. I told him that it definitely opened from the inside when I left it there last week. He seemed just as shocked as I was that the door didn't work. To clarify, I never got in the car - he couldn't get out and then they looked at it. I never got in and the car hadn't been in my possession since May 7th. They took the door cover off and said that a wire had snapped. ****** said that he couldn't do anything until the insurance approved it, which was completely contrary to what I was told. ****** was nice and somewhat sympathetic, as opposed to the attitudes I received the next morning. At that point, I hadn't realized that the headlight was still broken because I was so upset at the car door, which again, worked when I left it at Metro. I did notice the 'door is open' indicator light wouldn't go off even after I opened and closed every door. I had to roll down the window to open the driver's side door, even though I used to be able to open it from the inside before I left it at Metro. I went to see the appraiser, **** ******* again on Thursday morning of the 15th, but he didn't even get out of his chair. I was trying to tell him and ****** at Metro about the car door and the headlight and the 'door is open' light. He kept shouting from his seat in front of the computer that the car door is not an accident issue and the 2 men at Metro claimed it was no fault of theirs either. Yes, this issue does have to do with the accident. I left my car in Metro's care because it was one of the places *** approved to fix things. I left my car in their care on ****** advice. I left my car in their care assuming it would be returned to me in better shape than when when I left it, not with new problems that no one will bother to fix or even appraise. They made my car worse and are expecting me to pay for it. Imagine that you got your car back from a valet and the door didn't open and they said, "Oh well, that's just wear and tear." Someone at Metro broke it, so they need to fix it. I had three men condescendingly telling me that there's nothing they will do about something they broke unless I pay for it. They broke it, but I have to pay?? It's deplorable that two companies are trying to make me pay for problems to my car that I didn't cause. ****** at Metro said he tried to fix the 'door is open' light and couldn't figure it out, so he just gave up. Apparently, that's another one of my problems to fix. I do know it worked before the accident. It's another example of how Metro did not get my car back to its original condition. ****** then offered to look at the headlight because "it's a safety issue." He did a quick fix, but it went out again before I even got home. More shoddy, careless work. So, my headlight was broken in the accident. My car door and open door indicator light were broken in Metro's car and they won't fix any of them without me paying.
Initial Business Response
Contact Name and Title: **** ********* president
Contact Phone: XXX XXX-XXXX
Contact Email: *********@att.net
Ms ******** vehicle was dropped off on 5-7-14
repairs were completed XX-XX-XX-her car is 2009 Nissan versa 4 dr mileage is 109,000
as a courtesy to our customer we took door apart
and showed her and the insurance adjuster that
the door handle cable was worn out- we offered to simply charge for part and install it no charge as a courtesy to our customer- she agreed and we ordered part-notified her and she never came in.
as for headlight - there is no damage-the headlight plug has corrosion agsin we cleaned this no charge as a courtesy-We offered to install worn out part free of charge- we repaired everything that was accident related- mostly rear end damage- and paint to the front bumper
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.