Complaints

This profile includes complaints for White Family Collision Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  White Family Collision Center

  5328 Alexis Rd Sylvania, OH 43560-2432

  
• 

  White Family Collision Center

  PO Box 196 Sylvania, OH 43560-0196

  

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:09/04/2024

  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.

  Repair shop is 15 days past scheduled time to have the car fixed. They will have had it for 30 days on September 7th.

  

  Business Response

  Date: 09/04/2024

  The customer who filed this complaint is not on our work file. Also he was not the person who signed the Authorization forms. In the forms it states "white family does not cover any rental nor do we guarantee completion dates". When this customer called in this morning. He was screaming and cussing. I told him multiple times to calm down and he refused. So the conversation ended. 

  Customer Answer

  Date: 09/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  After contacting the BBB the manager finally admitted they messed up. He stated two days ago the car was 99.7 percent complete and still not finished. We were charged on 9/6/24 for the rental after he agreed to cover the cost. By far the worst experience I've ever had dealing with a body shop.
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 09/17/2024

  We have paid for the rental and the vehicle is back to the customer. 

• Initial Complaint

  Date:01/04/2024

  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.

  Summary: We wish the following taken care of and/or refunded:
  1. Replacement of Glove Compartment due to damaged latch.
  2. Replacement of Battery or invoice stating with the date when it was supposedly replaced for warranty purposes if needed and take care of the recall 12-volt battery inspection advisory.
  3. Refund the rear Brake Rotor repair due to rust and harden surfaced rotors of $327.06.
  4. Reimbursement cost of the fuel tank for $1582.39 as had the unit been repaired in a timely manner this would have shown up earlier. Progressive would have been much more understanding having not paid for 17 weeks of a rental car for us.

  

  Business Response

  Date: 01/19/2024

  Hello, 

  Please review the attached formed that was signed. In this form it states about how we can not predict length of repairs, you can also find this on our website. Customer was also notified at the time the vehicle was brought in that repairs may not start for 8-10 weeks due to back log of work. The customer has the right to remove the vehicle at this time and take it to another repair facility of there choosing. We went to bat for the customer with the insurance company to try and make them replace the brake rotors. Progressive declined the repair. At this time we are not willing to reimburse any amount. Thank you 

  Customer Answer

  Date: 01/22/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The damaged rotor due to rust should have been covered up  while the vehicle sat.  My main concern is after having just put new rear brakes and rotors on the unit at Jim White Toyota, I am out those funds (over $600) and then the additional $300 to replace the rotors again.  Only to find out before replacing the rotors the left rear wheel caliper where the damage was done only had one bolt holding it on.  Had we slammed on the brakes this easily could have sent us into another lane killing all of us.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:01/05/2023

  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.

  On 11/21/22 I ** * ***** ** took my vehicle 2008 buick lucerne to White family Collison for body and paint repairs.12/5/22 ** ******* the shop manager called me.he said my car is repaired u can pick it up today.me and my friend went to the shop that afternoon.we inspect my car and scene the chipped paint under door handle.air bubble still on left side front finder.front bumper left side not even with headlight.I told the shop manager and he said give him 24 hours l will fixes the the chipped paint under door handle.and repair air bubble on left side front finder.after 24 hours i called him and he replied in a rude, angry tone way i need more money to repair the chipped paint under door handle.and i will not repair air bubble on front finder.I told him that afternoon i will be there to pick up my vehicle.when me and ***** my friend arrive there the shop manager explain to me in a aggressive,angry tone how they painted the back door.I told him just want to pay my bill and go.on 12/9/22i went to **** ***** ********* ** ****** ******.I talk to *** *******, ** ******* supervisor told him how the shop manager treated me as a customer.*** ******* looked over my vehicle and agreed with me.he said while shaking his head my vehicle was not repaired correctly.he repeatedly said do u want a refund.I replied at this time i want my car repaired correctly.he said u might have to take yr car to another shop.because u and shop manager cant work together.and he said let me talk to him about this situation.he did not call me i called him.*** ******* the general manager told me he will not give me a refund because i threaten his employee at white family Collison center.that is absolutely not true.

  

  Business Response

  Date: 01/27/2023

  The Vehicle had been repaired many times before which I
  brought the customer in and showed him everything with my body team working on
  the vehicle. I showed him how many panels did not match and that they were not
  fixed correctly. One obvious thing I showed him was on the back door where everything was painted and cleared over without being taken off the vehicle. I
  then explained to him that there is a possibility of paint or clear coat coming
  off from the previous repair. In this case that did happen, everything was
  explained to the customer in front of 3 other employees. Regards to the “air
  bubble” in the fender, it is a stone chip which we have photo documentation of
  when the vehicle was dropped off. It was not in the area of concern per the
  customers request so we did not fix this issue. I tried to show the customer
  this at the time of pick up and he did not want to look at the photo. The front
  end of the vehicle was repaired at another shop and this customer asked us to
  make adjustments to the front end to make it line up better. The vehicle was
  not previously repaired correctly and had aftermarket headlights in the vehicle. We made
  the best adjustments we could to the front end, he was not satisfied so I took
  that off the final price at the time of pick up. When this customer came to
  pick up this vehicle, he came in with a very aggressive tone, I had to tell him
  several times to calm down and take a step back. He also verbally threaten to
  choke me out with an item I wont mention. He continue to cause a seen in the front
  office till I had to threaten to call the police. We will not be refunding this
  customers money, we also will refuse any future work for this customer to ensure
  our employees safety. - ** *******, White Family Collision Center Manager

  Customer Answer

  Date: 02/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:Manager ** ******* told me he will  repair the air bubble located on left front finder.it doesn't matter if its a rock chip or not i paid them to repair that.and level front bumper.**so he did not say the paint located under the back door handle will chip because previously the door was painted. Seriously I  did not threaten no one inside the office.he told me one time before we went back inside the office do not talk loudly. But I have a witness that was there every time I went to the shop. they claim to be professionals but my car was not fixed right. The supervisor looked over my car after it was repaired and agreed to that. And told me that I will receive a refund.
  
  
  
  Sincerely,
  
  
  
  ** *****