Complaint Category: Improper or inferior repair
Complaint: Airport Auto Body intentionally used the wrong replacement parts to repair my vehicle to make a large profit.
Airport Auto Body is one of the preferred contracted Auto Body Repair Shops for Allstate Insurance Company. I filed two auto insurance claims (claim #'s *************** filed on 11/15/13 and 000307948959D01 filed on 11/22/13) through Allstate and was advised by Allstate that the repairs could be performed at Airport Auto Body. My 2008 Silver Dodge Charger SXT was towed to Airport Auto Body on 11/19/13. After multiple adjuster's viewed my vehicle, *** ***** an employee at Airport Auto Body stated that it would take approximately 1 month to repair my vehicle and that my vehicle would be ready on 12/20/13. When my husband and I went to pick up my vehicle on 12/20/13,the car was not at Airport Auto Body. When the car was delivered, around approximately 5:15pm we had to inspect the vehicle in the dark parking lot. The first error we noticed was mismatched rims. The two rims on the passenger side of the vehicle didn't match the two rims on the driver's side of the vehicle. We immediately brought this error to *** *****'* attention and she apologized for the error and stated that she would correct the error. I reluctantly paid my two deductibles ($250.00/each totalling $500.00)to *** ***** even with the errors. I paid $200.00 cash and the other $300.00 was charged to my Visa Debit card on Friday December 20th, 2013. *** ***** provided me with a receipt which was partially handwritten because she said that her accountant had already left for the evening. *** ***** ordered the matching replacement rims on Saturday December 21st,2013. On Monday December 23rd, *** ***** contacted my husband and advised my husband that the rims that she ordered had come in but that they were extremely busy and instructed my husband to go to a place called Colorado Tires in Aurora to have the replacement rims put on my vehicle to correct the error. Colorado tires put the rims on my vehicle on Monday December 23rd,2013. We never received any type of bill, invoice or receipt for this transaction. When we asked *** ***** for any type of paperwork regarding this transaction she stated we didn't need anything because "everything was taken care of." The very next morning on approximately Christmas Eve December 24th, 2013 while trying to adjust my drivers side mirror I noticed that the mirror only moved from left to right (side to side) rather than up and down. This was another one of the "repairs" made by Airport Auto Body. The driver's side mirror appears to be the incorrect mirror for a 2008 Silver Dodge Charger SXT because it's missing the up and down functionality and the mirror is noticably smaller. After noticing yet another error I contacted Allstate, Airport Auto Body as well as the Better Business Bureau to file complaints on December 24th, 2013. It appears as though Airport Auto Body is more interested in making a profit rather than providing quality repairs. My faith and trust has diminished because Airport Auto Body intentionally ordered the cheapest parts (from the rims to the mirror)to repair my vehicle and were only concerned about the cost rather than whether or not the parts were right! This is extremely alarming because I am now concerned that the rest of the work that is not visible (internal repairs) that they claim to have done may have not been done at all or done incorrectly and since I'm not a mechanic, there isn't a way for me to make that determination.
Initial Business Response
After working with both the driver of the vehicle for the mirror that was originally replaced, as well as working with the Insurance company to comply with the wishes to have a original manufacture part put back on the vehicle, we as a shop were able to come to an agreement with all parties involved, and get the vehicle scheduled back in to have the part replaced. It was not our intention to make the insured feel that we put the cheapest available parts put on her vehicle, but simply complying with the insurance company guidelines for the parts replacement policy. We have had several conversations with all parties involved to have this issue resolved, and have received verbal from the husband that with the mirror being taken care of there should be no further complaints, and if there should so happen to be, they will inform the repair shop so that all matters may be resolved in a timely manner. Shop has also informed the insurance company that owner is questioning the validity of the work and should the owner have any more questions the insurance company will send someone to her home to inspect the vehicle.
Complaint Response Date bumped because: Holiday
Final Consumer Response
See more info received from consumer 1.14.14
Complaint Resolution: Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.