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:01/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On Jan 16, 2025 I was involved in a car accident I was not at fault. The police came had my car towed becuz the airbags deployed. I was in *********** *** the police would not give me their insurance info and said I could get it when the police report was available within 24 hrs. on the 17th I was contacted by someone at Legacy Collision stating the ins company contacted them to have the car towed to them for repairs and I needed to authorize release of the vehicle. I asked if I was going to have to pay for anything and she said no, ***** ********** was paying for all repairs including the tow. I said are you sure and she said yes we do a lot of their repairs. I asked agan are you sure I don’t have to pay anything and she said no you don’t. You should hear back from us by end of the day for a car rental. When I got off work I called Legacy because no one had called and she said that they said there was a liability issue and they may notpay for a rental because the driver was not on the policy and I said what does that mean? She said I will have to check back with them on Monday to see if the rental will be covered. I asked again so are they going to pay for the car repairs and she said yes they will still pay for repairs. Monday was a holiday so I didn’t hear til Tuesday. It was the manager named Devon and she said unfortunately ***** ********** denied the claim because although the driver lives with the insured person he did not have a valid license so they are not paying. I said can I just get my car back. She said well you owe $243 for the tow, why am I paying a tow since you told me you talked to the ins co and it was covered. I could have picked up the car from the first tow yard if you hadn’t said it was being covered. Then she said plus you owe $280 for the first tow company and daily charges We only take cash or cashier’s check total is now $713. I find out that the ins co sent a claim denial letter on the 17th so repairs were never authorized. SCAM!

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  This letter constitutes a formal complaint regarding the unsatisfactory repair of my vehicle, **** **** ** *******, at your collision center.
  
  I brought my vehicle to your facility for repair of seatbelt repair. However, following the repair, I began experiencing significant electrical issues, including [Door lock issues, windows did not roll up or down properly, automatic soft top retraction issue, seatbelt holder retraction issue etc].
  
  Despite multiple attempts to address these issues, your technicians have been unable to resolve them effectively. The vehicle remains inoperable due to these ongoing electrical problems.
  
  I have incurred significant costs related to these issues. Furthermore, the prolonged (Since Sept 2024) repair process has caused me considerable inconvenience and disruption to my daily life.
  
  I have attempted to resolve this matter amicably, but to no avail. No one even considers responding to my calls or text messages to this place.
  
  I request that Legacy Collision take immediate action to:
  
  Refund the full amount of $835 paid for the repair.
  Reimburse me for all expenses incurred due to the failed repair and ongoing electrical problems.
  I expect a prompt and satisfactory resolution to this matter within [10] days of receiving this letter. If the issue remains unresolved, I will be compelled to explore all available legal options, including but not limited to filing a complaint with the [State of **** Consumer Protection Agency and ****** Attorney General] and seeking legal counsel.

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On September 29th, my car was involved in an accident that caused rear end damage. Information was exchanged and the individual’s car insurance, State Farm, would reach out to us due to him being deemed at fault. State Farm informed us that the car would be towed to Legacy Collision. It was Towed on Friday October 13th. Within the next two weeks while we were waiting for an initial estimate, State Farm informed us that their policy holder’s insurance had lapsed and we wasn’t covered when the accident happened. That was the last conversation with State Farm. After almost two more weeks with no communication from Legacy Towing I was able to speak with the owner, Damonte W*****, on Thursday November 9th. He informed me that he was still working on an estimate. I asked what would the total charges be after the tow to the shop, the estimate, and the tow back to my house. He told me $350. $150 for the first toe and $200 for the second tow. I thought it was a high right but i preceded to pay him. He asked for payment via Cash App due to me being out of town during the transaction. After the transaction was complete he informed me that the estimate would be emailed and the car would be towed back that same day. For the next 5 days I did not receive my car or the estimate despite being told by him and other employees there. I called all day Friday through Wednesday. There was an estimate sent on Tuesday. Wednesday I spoke to the owner again and he told me if would be towed by the end of the day. Thursday I drove to their location to pick up the car myself. I was not welcomed into the building. The owner spoke to me through a camera. He told me the car was towed in the middle of the night . And he had verification pictures. I asked to see them and he refused. Then he told me it was towed by dumpsters. I returned home and found it was towed 4 buildings down from mine with the keys in. Anyone could have jumped in my car. An unnecessary unprofessional experience.