ComplaintsforSCR Automotive

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/28/2021, I took my vehicle, 2020 Lexus ES350 upon the recommendation from *****************, *******, **, to SCR Collision. I was involved in an auto accident (hit near rear of driver side). After reviewing vehicle, I was told that Lexus does not perform any autobody work but was referred to *************************** of SCR Collision. They took ************* them to *******. ******* called me while I was at the dealership; said he had spoken with service person (****), viewed the photos and they could make arrangements for my vehicle to be towed to their location. The vehicle was drivable; upon arrival at the site, I was met by a male, and asked are you *******? He said no, I am ********, the Estimator (turns out ***********************************), he was the person I dealt with for most of the time my car was at the shop. ******** viewed the vehicle, then took my identification, insurance information, called my insurance company and had me sign documents electronically. ******** told me that AAA would be sending out an Appraisal the following day, he said the estimated cost for vehicle repair was approx $3,400 and it may take approx 2-3 weeks before job is complete. After a few days, I contacted ******** for progress on car; he tells me they are not in agreement with insurance company. They estimate $10,000, I said how can it go from $3,400 to $10,000 & insurance company saying much less. The estimate from SCR went up to as much as $20,000. On 10/14, I spoke with *******, he said they would not repair the car at the price AAA approved. I could approve them to fix car at the price they estimate or take my vehicle elsewhere, but he would "gift" me the cost of rental car. He said he would contact AAA & provide them with the necessary documents to prove the repair cost needed. I had car moved from SCR on 10/19, was charged "storage fees" of $3,750 before car released. All documents from them listed fees of $120 per day, they then produced document saying the cost is $250

  Business response

  12/01/2021

   We hope all is well with you.  We are responding to the complaint with file number ********. We did not receive an email with a link therefore we were unable to upload it directly.  I have also sent a fax to the fax number on the letterhead. Please let us know if you have any further questions. 

   

  This vehicle was dropped off with SCR Collision on 9/28/21 by said customer. She communicated to *********************************** (employee of SCR) that she had a claim with AAA and shared the claim number with him.

  She also signed an authorization (see attached Authorization to repair) in which the storage fees are clearly stated to amount to $250.00 per day. The initial estimate was to repair the quarter panel but upon reviewing the damage with a technician, it was found that the outer wheelhouse was damaged by  the impact and the adhesive bounding the outer quarter panel and the wheelhouse was compromised as well. It was not possible to repair the wheelhouse and to apply the bounding agent without replacing the outer quarter panel and therefore the estimate was revised accordingly. ********************* was notified of this change.

  AAA was contacted by *********************************** the same day the car was left at SCR Collision (9/28/21) and the adjuster notified ******** that an independent appraiser will be in contact with him to review the damages.

  ******** did follow up numerous time with AAA for status of the inspection and it is not before 10/8/21 that the said independent appraiser finally came to SCR Collision to assess the damages with *********************************** and not before 10/12/21 (15 days after the vehicle first arrived) that an estimate from the insurance (see attached IA Estimate) was sent to SCR Collision via email.

  This estimate was for a repair on the right front fender when the damage was on the left rear quarter panel.

  *********************************** called AAA and an appraiser from AAA, ******* Tasoulynh, revised the estimate for repairs on the quarter panel on the same day (see AAA estimate), tear down was done (taking apart components of the vehicle for clearer view of the damage) and additional pictures taken and sent.

  *****************, shop manager at SCR Collision, left a message on 10/13/21 with ******************* (AAA supervisor) to talk about this claim but no call was returned.

  *************************** (owner of SCR Collision) reached out to said customer on 10/14/21, the following is a recap from said customer and her conversation with ***************************.

   

  Hello *******; 

  Re:  Claim #************

   

  Thank you for returning my call as promised.  My car has been in your shop since 9/28/2021.  *********************************** has been the individual handling my case. A brief summary of our conversation; You reviewed case information with/from ***********************************.  You agreed that obviously there is some disconnect between your shop and AAA.  You said that the quarter panel on my vehicle ( 2020 Lexus ES350) needs replacing.  AAA informed me that the claim was approved based on the documentation received from your business; and they concluded the repairs are cosmetic and not structural.  What you are saying and what AAA are saying to me is incongruent. You said that photos were sent to ******* of AAA (the end of day yesterday, 10/13); that is documentation of the work that's required on my vehicle.  You have made a call to ********** of AAA (Anthony's supervisor) in an attempt to resolve this. You said you would pay excess rental car expenses (as a professional courtesy).  You also said that the current estimate stands at $14,143.13 & that is fluid, (it could be as much as $20,00) the likely increase may be due to vehicle having to be towed to Lexus dealer  (approx $1,00) for review/calibration of electronic system and/or other potentially unforeseen issues.  Similar to a medical diagnosis/procedure.  You said the two (2) options available to me are:  1) have AAA tow vehicle to one of their network shop for repair, or; 2) vehicle remain at your shop and you repair (replace the inner panel) & I assume the financial responsibility.  I rejected that notion (#2), I am not willing to pay additional out of pocket expenses when I am fully insured.  I asked was there  a 3rd option, which is 3) Your shop repair the vehicle based on the claim that AAA has approved.  You said, no you would not repair the vehicle based on liability issue and safety component.  You said that your aim is to repair the vehicle according to its' factory specifications.

   

  You said you were waiting to hear back from ********** of AAA & we would proceed from there.  I should expect a call from you before 1:00 on tomorrow & we can move forward as expeditiously as possible.

   

  As a consumer, I am baffled, frustrated and feel exploited by being unfairly placed in the middle of AAA & Auto repair shop.  I am trusting that both organizations will do what is legally and ethically responsible in serving me.  

   

  Are the attached photos that you sent to AAA  taken from my vehicle?

   

  Respectfully,

   

  *********************

   

  An additional appraiser for AAA (*************************) came and stated that he was there to just take pictures and was not going to give any opinion.

  ******* made some changes in his estimate but still did not authorize the replacement of the quarter panel.

   

  On the 10/18/2021 rhe customer decided to take her vehicle back.

  SCR Collision charged storage fees for the first ********************************* the shop waiting for AAA, as well as tear down charges.

  The tear down charges were paid by AAA but they declined paying for the storage (no reason given).

  Customer came that same day to take possession of the vehicle and paid the storage fees of $3,750.00.

   

   

   

  Olivia Negrete 

  SCR Collision Services

  **********************************

  Customer response

  12/01/2021

   
  Complaint: 16067301
  
  I am rejecting this response because: A few details are missing.  I did sign the authorization electronically and never received a copy; although I requested one from ********.  When I decided to move vehicle from the shop, ******** presented the document to me.  I stated that was my first time seeing that document, I never got a copy.  He said, "you should have asked."  I had indeed asked.  I went on to state this says storage fee is $250 per day, when all other documents that you sent me says $120 per day.  He said, that was a mistake, it hasn't been corrected, the fee is $250.  He further stated, you are not responsible for the fee, the insurance company is.  Also on 10/13, per phone conversation with ********, he told me that the repairs would began that day on the vehicle and it would take approximately 5 days for completion (not including the weekend).  I should expect the vehicle approximately 10/20.  He said the vehicle would also need an alignment, but that happens last and he would follow up.  I asked was the repairs based on the insurance company's approved claim, he said yes.  I repeated what he told me about when the repairs would begin and he confirmed what he said.  Afterwards, I sent an email to the insurance company (that same day), informing them of the conversation with ********.

  When I asked ******** how much the repair would be, he initially said approx $3400, then he said, $10,000, later, $7,000.  ******* said, $14,000 up to $20,000, and that was "fluid" When I asked why the discrepancy, I was told, I wouldn't understand it.  

  Furthermore, I paid out of pocket an additional, $220.45 for the rental car.  ******* did not pay or make any mention of paying when I requested my vehicle be moved.  When it was he that stated he would pay (in the first place) as a "courtesy."  *******, instead said, I thought you were going to stay in the fight with me. 

  It is expected that business operate with integrity, fairness and transparency.  That was not my experience with SCR.  

  
  Sincerely,
  
  *********************

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