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Consumer Complaints

BBB Accredited Business since 11/28/2006

Ed's Collision & Glass

Phone: (763) 425-0077Fax: (763) 425-3220

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 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 Complaints1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)
11/04/2013Problems with Product / Service | Read Complaint Details
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Complaint
Dup bill on two accident claims and billed insurance for repairs not done at all and not done correctly
Ac over charged and alignment not straight. Broke gas cap and not replaced. No gas and smells of smoke when picked up. Maid me drive car after accudent in to shop and had another accident on way in. Poor communication about how much we owed and which clams paid. Very poor customer service and made handicapped family drive in to pick up when it was still not fixed. They did repairs without permission. And they used bad other mechanic who did not know what they were doing. Kept finding more problems while making appro
And sensor they installed reporting prob when car is ok

Desired Settlement
Need $$ back and them to admit they did not do repairs correctly
So the insurance comp can pay the other shop I had to take car too

Business Response
This is in response to the customer's complaint. The complaint is listed first, then our response.

1."Dup bill on two accident claims and billed insurance for repairs not done at all and not done correctly."
We believe the customer is referring to two estimates that she received; one from her insurance company and one from Ed's Collision. The two estimates match up dollar for dollar but the verbiage is a little different. Documentation can be provided.

2."Ac over charged and alignment not straight."
The air conditioning was not on the estimate, insurance would not pay for that to be done and we did not do anything to the air conditioning. We have documentation showing the alignment specifications that were done correctly to the vehicle.

3."Broke gas cap and not replaced."
Ed's Collision did not break the customer's gas cap. However, in order to provide good customer service a gas cap was ordered. When the customer was emailed stating that the gas cap was in and that we would mail it to her the response we received from the customer was inconclusive as to whether or not she wanted the cap. (Email documentation available.) Ed's Collision is still willing to provide her with a new gas cap.

4."No gas and smells of smoke when picked up."
Ed's Collision has documentation showing where the gas gauge was at when the vehicle was dropped off for repairs. This is standard procedure for every vehicle worked on. Ed's Collision does not permit employees smoking while on the job. The car may have a slight smell of paint but there was no smoking in the customer's vehicle by anyone at Ed's.

5."Maid me drive car after accident in to shop and had another accident on the way in."
The customer was on her way to our shop when she called and asked for directions. She did not request a tow for her vehicle.

6."Poor communication about how much we owed and which claims paid."
Ed's Collision has email documentation clearly explaining the cost of repairs, what portion the insurance company would cover and what her cost for the repairs would be.

7."Very poor customer service and made handicapped family drive in to pick up when it was still not fixed."
The customer did not request that we deliver the car to her. Unfortunately, when she did come to pick up the vehicle it was noticed by our estimator that a sensor was not working properly. Ed's Collision promptly took care of fixing this issue which did delay the customer from picking up the vehicle.

8."They did repairs without permission."
Ed's Collision has documentation of the customer authorizing the repairs to her vehicle.

9."And they used bad other mechanics who did not know what they were doing.
Ed's Collision uses other, very reputable businesses for sublet work. Every estimate and job has proper documentation showing exactly what was done to the vehicle, including this customer.

10."Kept finding more problems while making appro"
We are unsure of what this complaint is, therefore, cannot respond.

11."And sensor they installed reporting prob when car is ok."
We are unsure of what this complaint is, therefore, cannot respond.

Ed's Collision is committed to great customer service. We are willing to provide the customer with a new gas cap and are very sorry that they feel their experience with us was not a good one.

Industry Comparison| Chart

Auto Body Repair & Painting, Auto Repair - Windshield, Glass Shops

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As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.