Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid ****** out of pocket on 9/22/24 on a service that State Farm paid for and my husband forgot to gret the receipt. We are bringing giving the run around for the receipt and was told on 10/16/24 that we have to pay the tax we were not charged for in order to get the receipt. Then my vehicle has been in the shop on numerous occasions and it still doesnt work properly and they billed the insurance company ******* after I paid ****** out of pocket. I had out of pocket cost for rentals because of the amount of times my vehicle went back for repairs. My check engine light is in now The sister shop is Redline Auto Collision thats who I gave the money too and VMA did the repair/body work. I want the business to refund my ******, ****** I paid the mechanic for defective part they installed, the ****** rental fee from 9/18-9/22 and pick up the new rental tab fee from 9/23 to 10/10/2024.(******) Est. ********

  Business Response

  Date: 10/17/2024

  I am in disbelief of the audacity if this customer after we performed over $2500 in FREE work.  The $150.00 part that she is seeking reimbursement for is a stabilizer link which was done on the house and it was not defective.  This was a brand new part.   THE CUSTOMER NEVER PAID FOR THIS PART.  HOW IS SHE ASKING TO GET REIMBURSED FOR A PART SHE DID NOT PAY FOR?  Her mechanic showed the part was moving.  The stabilizer links are meant to move along with the stabilizer bar.  The insurance or the customer did NOT pay for this part or the labor to install.  This was done out of our own pocket.  We also painted the front and rear bumper for her on the house.  The $400.00 she paid was for the lower control arm bushings.  We did not charge her labor.  She also did not pay her $1000.00 deductible which she is required to do by or for labor to diagnose the vehicle when her husband brought it back complaining of the motor shaking which our diagnostic determined that her vehicle needs motor mounts.  This was not addressed, assessed, diagnosed by her insurance company it was determined this was not accident related.  This is when the husband advised us that the vehicle was previously a rental car before she purchased it with over ******* miles.  

  I would like to address the receipt.  We attempted to give the receipt to the husband when he came to pay.  It was HE who said he didn't need the receipt and walked out. We have the entire interaction on camera.  *** ******** called the shop 2 days later requesting a receipt.  The first time she called, the original front desk person was out sick and her replacement asked *** ******** to call back when the front desk girl returned because our file goes to our accountant immediately after the cars are picked up and she didn't have the paperwork.  It was *** ********** impatience that directed her to put in a complaint with BBB.  She also made this complaint against VMA Auto Collision.  We are only the subcontractors for REDLINE Auto Collision.  She NEVER paid VMA AUTO COLLISION any money, however, the response to this complaint would be the same even if she placed the complaint against the correct company.  We also accommodated the customer's husband afterhours the day he picked up her vehicle because he lost his wallet and I personally left my home while in the middle of making dinner for my children to go check inside the rental and look for his wallet.  This complaint is absurd and I'm in disbelief she would do this after all the FREE work we did for her.  

  Customer Answer

  Date: 10/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business has the nerve to state about a wallet and something my husband never stated, but state the facts when the receipt was told I had to wait to Razir comes in the next day and she stated when she came in that she couldnt give the receipt because the account records wouldnt be accurate because we didnt pay tax and as my husband has the conversation on tape, she allegedly instructed the accountant not to bring the folder because I refuse to pay tax. I questioned you charged me ****** and never spoke about tax, but want to charge weeks later for tax. The  lower control arm was installed 9/18-9/22/2024. The vehicle was returned 9/23/24 because it still wasnt running properly and the linkage was installed I picked up my vehicle 10/10 and had to get the same item replaced on 10/11/24. If it supposed to move explain why the opposite side dont do the same . Remember thats the side the accident was on that dont move . Furthermore, they where informed that I was told by their wheel alignment person and 2 other mechanics that their is an issue going on the front tire area where the unpack of the accident thats another reason why the wheel alignment isnt catching. Explain to me why the front right passenger tire continuously blowout. My mechanic stressed the collision shop have the doors unaligned. The other mechanic and their wheel alignment person measured the tire to the bumper on both sides and showed me the gap difference . As I stated the issue again is on the side the vehicle had the damaged. Under review of the insurance printout showed the work that shouldve been done and it wasnt until I complained and then it was done over . I dont complain unless necessary. All I want is my vehicle to be back how I brought it in the shop. FOR starters I Never purchased my vehicle with ******* miles and it wasnt a rental, so stating it was said not true. 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  * ********
  
  
  
  
   
  

  Business Response

  Date: 10/22/2024

  When *** ******** called Redline requesting the receipt, she spoke to a temp receptionist that was filling in for the secretary and had not dealt with *** ******** and was advised to call back when the receptionist would return.  She is seeking reimbursement for parts she did NOT PAY FOR.  They were performed by the shop FREE OF CHARGE.  She has also placed this complaint against the wrong shop in regards to the receipt considering she NEVER gave any money to VMA Auto Collision.  The receipt was offered to her husband which he declined to take from the other shop which she alleges was paid.  She was advised by *****, the ********* ** *******, that she would be given the receipt upon return of the documents to the shop.  She instead decided to make a complaint with BBB which is not even on the correct shop.  We will NOT reimburse her for parts she did not pay for and ask BBB to please get involved to resolve this matter.  The receipt will be given to her by the shop she paid.  Not VMA.  ONCE AGAIN, *** ******** NEVER GAVE ANY MONEY TO VMA  THEREFORE THIS COMPLAINT IS UNWARRANTED!