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:08/17/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  They have been holding my car for the last 6 months and will not provide me with a valid reason

  Business Response

  Date: 09/12/2023

  ****************** is fully aware of the situation on her vehicle. Her passenger seat belt is on backorder with no ETA per 3 local dealership. I didn't want to release the vehicle until I got the seat belt. After she lied about this complaint, called the cops and made a major issue at my business I contacted my lawyer, local cop and our DA to see if there is anything I can do to release this vehicle without the airbag. Made her sign a release form, pulled the passenger seat and left the seat belt undone so nobody can use the vehicle. She has the vehicle for over a month and we still do not have the seat belt.Customer states we are keeping her vehicle and not telling her why is a complete lie.We will continue to check on the part and once we get the part we will finish the job the right way no matter the situation customer has caused. This complaint will have no effect on the outcome of the job.
  
  Thank You,
  *********************
  Valley Collision Center
  ************
  

  
  

• Initial Complaint

  Date:05/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My name is **** ****** **** I was driving a car that was under my wife’s son names and I been driving it and I was using it on February 4 and a vehicle had hit my car and was a runaway driver and on February 5 I put the information to my insurance and on February 6 I took it to v***** ********* ****** and ever since the person who was helping to get to v***** ********* ****** they recommended it and her name was ********* but she is very rude with me and the valley collision and her has been lying to me because it has been 4 months since I took my car to v***** ********* ****** and I been calling and calling when is my car gonna be fix or ready to pick it up and they keep telling me another week and the last time I had called was on 5/23/23 they told me it will take another week or two but hasn’t but I just want to know if I’m get my car fix or not all I want is for my insurance to pay it off and I won’t have to deal with this company because my car is worth 14000 and I need that car to take my family out to places because that was the only car we used to get around but my name is **** ****** **** my phone number is 5*********** and please let me know if you need more information about it and my case number is *********** my insurance is infinity. The place is called v***** ********* ****** at 3****** *** ****** ******* ** *****

  Customer Answer

  Date: 06/07/2023

  The first picture is we’re we first brought the car in so they could look at it. 
  We took the car in march 20 and we haven’t heard for no updates 

   

  Business Response

  Date: 06/13/2023

  I can not speak for the insurance company but it took a while to get the OK from the insurance do to a possible total loss. We got confirmation to fix it then took a couple weeks to get used parts. Pretty big job and it takes time to fix. We are trying to get it done Friday but not 100%.
  
  Thank You,
  ***** *****
  V***** ********* ******

• Initial Complaint

  Date:11/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 was involved in a car accident on 08/01/22. I filed a claim with my ins. and they directed me to Valley Auto Coll in hanford. I dropped off car on 08/08/22. During the time the car was in shop it was difficult in making contact with my ins advisor. ***** from Valley Auto called me on 10/08/22 that the car was ready. I picked it up about 5pm. After arriving at home I looked over car and it had a noticeable crease on the driver side door, polishing swirling marks, door chipped on side and as well as air dimples on the paint, air dimples on the fender window strip unfinished, hood misaligned, bumper had a manufacture flaw that had a section missing on the bumper. I pointed out the flaw to ***** and he stated that's the way it was sent. He told me to call the parts dept and they stated that they would have exchanged it if he would of refused the bumper prior to painting it and installing on my car. I've reached out to my insurance on various ways. (calls leaving voice messages and emails) to explain to them what's been happening and they have not responded. I have asked ***** to please repair the vehicle properly and professionally as he has been paid in full $6,831.71 from my insurance and as well as my deductible of $500.00. He stated he would use filler for the bumper to repair the bumper and rub out the dimples in the paint. I refused for him repair the bumper as my insurance paid him for a new bumper not a defective one. I was also told by his employee ****** that they would order a new OEM ford headlight for my car. And when picked up ***** stated that my ins would not pay for the OEM ford headlight. After pointing out the flaws and repairs he got very irrate with me and stated he would not continue to pay for the auto rental that i am driving. Yet, i kept the rental car until ***** calls. All I expect for my car to be repaired professionally as it was before it was wrecked. I would like your support and advise as my insurance is not reaching out to me.

  Business Response

  Date: 12/02/2022

  I am not 100% sure what her actual complaint is at this point. I never asked customer to call any vendors, in fact I have my vendors refuse any of our customer's calls. I find it to be unprofessional and not good business in general. The vehicle was repaired per contract (estimate) that the customer signed. We showed customer proof of parts purchased and provided her with invoices from our part vendors per her request.. ***** from Kemper Insurance and ****** from my office staff met with the customer to inspect the vehicle after repairs were completed. The insurance determined that the repairs were done properly and met their quality standards. I personally refuse to deal with the customer after she accused me of being racist and sexist. I have no idea what nationality Margie is nor do I care. I treat all customers the same regardless of race or gender. "Irate" would be a word used to explain her conduct. I never lost my temper, never cursed or raised my voice nor misled her about any repairs we did. The customer does not understand repair procedures or how repair shops and insurance conduct business so a lot of her complaints she has are based on lack of knowledge. The customer and her significant other made several verbal insults towards me. That is the reason I called insurance to come out and inspect the repairs with the customer present. The insurance representative confirmed that the repair was done properly. Regarding the headlamp, the insurance requested we use aftermarket parts and used OEM parts so  that is what we used. The customer asked ****** if the replacement light was a Ford light. It is a Ford light, but a used assembly, a very common practice in the insurance repair industry. The damage on the door that the customer is complaining about was determined by the insurance representative as not part of the insured damages because it is so far away from the point of impact. If the insurance is not covering that damage we are not able to repair it free of charge. I would also like to point out that it took the customer, the insurance rep, and ****** (my vehicle estimator) several minutes on their hands and knees to even find the spot on the door that she is complaining about. The vehicle was repaired properly and their insurance company agrees as well.  
  
  Thank You,
  ***** *****
  Valley Collision Center

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 collision company body repair shop had lied to me continuously from the gate which was proven not only by myself but by the adjuster. On multiple instances they have made false confirmations of Project progress status . After being told to pick up my vehicle which would be ready at 4 PM October 19, 2022 I showed up at that time. Upon arrival it was clear to me that Clearly most issues were not even addressed as one my truck was not even at the location as it was a coffee street at another facility . This is where they were sucking out the Freon for the first time and the shop told me it had been done already twice . At which point I took pictures of the vehicle with its original air conditioner condenser “that was replaced “ . Damaged finder was painted and leftt splotchy . The front bumper and fenders are no where near complete as there is a 1.1/4 inch gap which should be flush . The left finder liner was missing And the right fender was on by only 1 screw . The frame rails of the vehicle where bent as they still are . Which they charged 8 hours to repair the headlights are not level or anywhere near pointed in the right direction . The winch plate was never removed as well as they denied ever received a new one which I have obtained upon authorized inspection of the facility . Original estimate date time for repair was5 days. Dropped off sept,26,22 , I took my vehicle back on Oct 20 ,22 I have loss $2,237 USD out of pocket. To this issue as well As $3,606.13 which was paid in full by kemper insurance Before taking my vehicle which was complete I had the secretary sign the document stating that there were multiple issues That were supposedly fixed and had never been adressed please call me at ###-###-#### for any further information I will gladly assist in the recovery of funds and or public knowledge of such a scam of a Business

  Business Response

  Date: 11/15/2022

  At the beginning of the repair we were up front with the customer, it was going to take a minimum 3 weeks to complete the job. Please call the adjuster he is referring and he will explain how the customer treated them. Customer supplied us with what bumper he requested and headlights as well. Headlights are mounted properly as is the bumper. The 1 1/4 gap he is referring to is questionable, if we lower it the way he is explaining then he will have a gap under the headlights. Customer demanded he needed his truck even though it was not complete. We did have it at a machinic shop charging the A/C as a sublet, customer went the the mechanic and told them to stop working on the truck. The customer went back to the same shop the next day to have the job finished. Mechanic could not complete the job and asked him to return on the following Monday. Frame rails are repaired and saying they are not is an assumption on the customer's part. The right fender liner is installed properly, it is still on the vehicle a week later. If it only had 1 screw in it then it would have blown off from all the driving the customer does. Left fender liner was on order and we now have it in our possession and customer is notified. Winch plate came with new bumper. We did not install because the original plate is undamaged. 
  
  When I found out there was minor frame damage the customer demanded we do not repair and demanded a new frame, at that time I cancelled the bumper and headlight order because if the insurance approved the frame replacement then the truck would likely be a total loss and I did not want to get stuck with the parts. The insurance ended up denying authorization for a frame replacement but did OK a frame repair. At that time I re-ordered the parts which took roughly a week to arrive. 
  
  Customer did come back and we agreed he would bring the truck back so we could try and adjust the bumper the way he wants it. Customer never showed back up. When the customer picked up his truck he did not pay us his outstanding $832.55 that the insurance gave him for the initial repair. The customer has no money out of his pocket on this claim as far as we are concerned. Any money he is out due to his rental is between him and his insurance. He has taken money from the insurance company that was suppose to go to this claim and kept it in his possession.
  
  Thank You,
  Chris Jones
  Valley Collision Center
  559-583-0244