Business Profilefori.g. Burton BMW and Mercedes Benz

In Oct of 2022, my vehicle was damaged when it struck a raccoon. I submitted a claim with my insurance company and was told I.G. Burton was an approved service and repair shop for my vehicle. I contacted them directly and I was told they were extremely busy, and they asked me not to have my vehicle towed there until Nov. I waited till Nov 19, 2022, before having my vehicle towed to I.G. Burton in Milford. I was contacted a few hours later by someone from the service department saying that they received the vehicle and requesting the insurance information. All information was provided, and the service member was informed the information was also on a note in the vehicle. I was told it would be a minimum of 3 months to complete repairs due to the volume of repairs that they currently had. I did not contact or follow-up with I.G. Burton until Jan 2023. At that time, I was informed by someone in the service department that they did not have my vehicle and that it was never brought to their service or body department and there was no claim information in their system. After hours of phone calls with State Farm, I.G. Burton, and AAA, I was finally informed that the car was located on their back lot and that it was their mistake. The service member I spoke to said he would contact State Farm directly and get the repair process restarted immediately. I was not contacted again by anyone until April 2023 when State Farm sent the repair estimate and agreed upon repairs along with a check for those repairs less our $500 deductible. I contacted I.G. Burton assuming the repairs were completed only to be told that they repairs had never been started because I did not authorize the repairs. This was not only untrue had I had spoke with a service member in November and January, but no one had reached out to me requesting the authorization. I provided authorization again and did not hear back until the end of June at which time the service department requested that they be paid in full for their portion of work before they would transfer the car to the body shop. Payment was made in the amount requested by the service department. In July of 2023, the body shop contacted us to sign a “new” form so that they could contact the insurance company to get an estimate for repairs. I forms also indicated that I would be liable for all expenses not covered by insurance. I contacted the body shop to question why there needed to be a new estimate and to confirm that we would only owe the $387 remaining of our deductible. After being told that the body shop had not received and was unaware of the original estimate, I was told the form was incase a new estimate was needed for supplemental damage that would have to be submitted to the insurance company. I was told I would only be responsible for my deductible but there was no acknowledgement of the fact that I only owed a portion of the deductible at this point. I also learned that the service department had ordered factory parts for the repairs instead of the insurance approved after market parts. I have concerns that I am going to be stuck paying additional money due to either an error on which parts were ordered or having to pay my entire deductible a second time. I.G. Burton has done nothing to assure me this will not happen and has instead started ignoring my attempts to contact them. I am being told, sign the paper or we are not doing anything with your car. I reached back out to State Farm, and they can not do anything to resolve this issue. I.G. Burton has had my vehicle for 9 months and they have done nothing to compensate me or even acknowledge the numerous mistakes, delays, and errors on their part. I have been without a vehicle for the entire 9 months as they have refused to give me a loaner vehicle. I do not know how to resolve this and ensure that we will not have additional out of pocket expenses beyond what was originally agreed upon and my deductible.