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Business Profile

Auto Repairs

Active Collision Services Ltd

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Repairs.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:14/07/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 April 11, 2024, my ***** Odyssey was hit from the side. I took it to Active Collision on May 8, 2024, for an estimate. After submitting it to my insurance, I received a two-party cheque for $13,034.87, which I dropped off at Active without signing it. Active cashed the cheque on July 23, 2024. The repair was booked for December 2, 2024, but was rescheduled multiple times: March 10, 2025, then May 10, 2025, and finally September 28, 2025. I had to extend my ***** lease multiple times to accommodate this.Frustrated, I contacted my insurance on May 12, 2025, to ask about switching shops. They approved it as long as repairs were done before September. I went to ****************************** on May 15, 2025, and they began repairs on June 24. I informed Active on June 25 that I was canceling. They claimed they had already ordered parts, and when I contacted insurance, they said Active had cashed the cheque without my authorization.On July 9, 2025, I visited Active, and they claimed parts were delayed, arriving on July 12. I requested the invoices and a work order, and on July 11, received documents, including invoices and a cheque for $9,899.36. I called Keystone Automotive, who confirmed I could return parts. I arranged for returns, minus restocking and shipping fees.I informed Active of the returns and expected the balance, but they refused to handle it. I found the parts had been ordered on June 26, 2025, after Id notified them I was going elsewhere. It was clear Active had cashed the cheque, bought parts, and falsified documents. Im now filing complaints with the BBB, a lawsuit, and a police report for theft and fraud.

    Business Response

    Date: 13/08/2025

    Summary of Events:

    1. May 7, 2024: ***** took photos and provided an estimate for ******* ***** ***** Odyssey (claim # R1052067-020703627). No approval or signature was needed yet.

    2. May 8, 2024: Certas Home and Auto approved repairs, and ******* was asked to sign the work order to allow parts to be ordered.

    3. July 18, 2024: ******* signed the work order and provided a $13,034.87 insurance cheque, which was deposited.

    4. November 2024 - March 2025: Repairs were delayed twice due to shop backlogs. ******* agreed to reschedule to May 12, 2025.

    5. March 18, 2025: Kathryns second accident led to a second claim, and a revised estimate was approved.

    6. April 25, 2025: ******* signed a second work order, but parts delays moved the repair date to September 29, 2025.

    7. June 2025: ******* cancelled the appointment due to backordered parts, and her partner accused the bodyshop of fraud regarding the cheque.

    8. June 2025: The refund process was initiated, with Certas Home and Auto advising the cheque be sent to ******* directly.

    9. July 2025: ******* was notified that the parts and refund cheque were ready for pickup, but she refused delivery. They were later sent to her home.

    Key Points:

    • All procedures were followed: signed work orders, insured-endorsed cheque, and insurance approval.

    • Scheduling delays and backordered parts caused multiple reschedules.

    • Issues arose when ********* partner accused fraud and changed invoice details.

Active Collision Services Ltd is NOT a BBB Accredited Business.

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