ComplaintsforCertified Collision Center

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May 2023 my vehicle was rear ended. I was provided with a rental car by my insurance Triple A, and was referred to Certified Collision Center days after. My vehicle spent two months there while I had to call for updates many times, by this time my rental coverage had expired and I was left with no vehicle to commute to work. Upon picking up my car I found my rear liftgate was still damaged, my bumper color did not match, and my hitch receiver was gone. One employee stated he told management about the color mismatch, but management didnt care. When I returned my car the manager of Certified Collision Center said my rear life gate was fixed and the bumper color had been fixed, but that I had to request a hitch receiver to be installed at the dealership with my insurance as they dont replace that. Management stated their new employee had failed to do the repairs correctly. By this time I realized my rear lift gate was still not repaired and returned my car a third time where management told me another technician looked at it and said it was fine. After this I insisted with my insurance that they allow me to get my repairs done at **************** as Certified Collision Center refused to do my repairs correctly. My car was evaluated at **************** and they found that the rear lift gate motor and struts were damaged. There is much more that occurred during this time that will not fit in here, so please feel free to contact me. But now that some repairs were approved after having to get the state involved. **************** found that there were parts missing and dust under the bumper of my car, meaning more bad repairs were done by certified collision center. Most repairs were approved to be done at ****************. But triple a does not approve bumper to be repainted as the bumper still does not match the vehicle color and has specks of dried paint showing. ******** says to take it back to certified collision center. I do not want to do that

  

  Business response

  02/13/2024

  We have reached out to the customer and are awaiting his return call. We have several other shops he can take his vehicle to for the repairs. 

  Thank you,

  *******

   

  Customer response

  02/14/2024

  I am rejecting this response because:

  I do not trust any Certified Collision Centers as this location has been dishonest with me multiple times, I have a letter from my insurance stating my car had dust and missing parts under the bumper after it was at Certified Collision Center. I need to take my vehicle to a body shop of my choice and for Certified Collision Center to cover the repairs and rental car needed.

  

  Business response

  02/16/2024

  We are sorry that you do not want to give us the opportunity to repair your vehicle at one of our other locations, We would like the opportunity to earn your business back. We would refer you back to CSAA to select another shop for the repairs. 

  Thank you,

  ************;

   

  Customer response

  02/20/2024

  I am rejecting this response because:

  Certified Collision Center received many opportunities to repair my vehicle correctly and did not, they decided to not take me seriously and treat my vehicle like a joke. **************** Service, at the time of removing the bumper off my car, stated that it was like opening a can of worms due to all the bad repairs Certified Collision Center did. Attached you will also find a letter from my insurance stating exactly what it was like under the bumper of my vehicle.

  
  

  

  Business response

  03/05/2024

  In reference to the claim CSAA will be contacting the customer directly to have the customer choose the shop of his choice for repairs.
   
  *******

  Customer response

  03/05/2024

   
  Better Business Bureau:
  
  I have been contacted by CSAA and chosen a body shop for repairs. Thank you. 
  
  

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to get repaired to The Collision Center in ******* ** after a vehicle accident. The repairs were completed as part of an insurance claim through AAA insurance, but my vehicle was still making an alarm sound after the repairs. I asked the Collision Center to fix it and get rid of the sound and they refused to fix it. The Collision Center told me to take it to ***** Cheverolet in ******* ** for a diagnostic check. I took the diagnostic check findings back to The Collision Center they added a mechanical ring as part of the diagnostic recommendation but that also did not fix the sound issue in my vehicle. The collision center was the company that initially agreed to fix my car but at this point they will not repair the sound that was caused by the accident. I feel like The Collision Center is giving me the run around and I am only asking to have my car fully repaired.

  

  Business response

  12/13/2023

  Good Afternoon, 

  We have contacted the customer, and we are going to cover the diagnostic fee for them to see if this is related to the claim. The customer is happy with that.

   

  Thank you!

   

   

  Customer response

  12/18/2023

  I am rejecting this response because: 
  I am writing to you in reference to your response dated December 13, 2023.
  *********************** from the Certified Collision Center in ******* called and
  said that he was going to call and make an appointment at *****************, so they could find out what was wrong with our car. ******
  didn't say that they were going to fix it, and he didn't say either
  that they were going to pay to fix it.
  
  When we talk over the phone with the *** Insurance Adjustor, he told
  us to take the car back to the Certified Collision Center, and tell
  them to fix it. So far, the car have not been fix, and we still have
  the same problem with the car.
  
  We are not going to pay for any repair, because Certified Collision
  Center didn't fix our car right to begin with.
  
  ******* and *************************
  

  

  Business response

  01/22/2024

  Good Morning,

   

  Sorry for the delay in getting back to you. We are getting this taken care of. The customer has been ill and let me know that once she feels better, she would call us to get her vehicle scheduled at ******** Chevrolet for diagnostics. 

   

  *******

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *************** sent me to this shop for repair - Certified Collision Center *********************** (adjuster) to have 28 hrs of work completed. No one called me to keep me informed of the process the entire time - I had to call them. Geico notified me on 7/25 they would stop paying for the rental on 7/27 and said my car was ready to be picked up on that day. When I arrived around 12:00 pm on 7/27, the work was not complete and I began pointing it out at the time. However, the adjuster was on the phone and did not speak to me. The young lady helping me said I could leave my vehicle for another two weeks and the incomplete work would be done but would not compensate for the rental for me to get to/from work. I had to return to work since I was on my lunch hour and asked for the adjuster to please call me to make arrangements to finish the work. As of today, the work remains incomplete with no call from the shop to address the issues stated and that can be seen in the photos attached. The *uburban log is at a 1/2 in down word slant starting at the * and the trim was not secured properly there are gaps, there was grey primer over spray across the red vehicle and there was grey sanding dust through out the interior from the window being left down after leaving the vehicle for 14 days. I should not have to pay out of pocket for incomplete work to be done some where else nor a rental to allow the vehicle to sit another 14 days. I have already been inconvenienced with lost time and out of pocket expenses that ***** did not cover for something that was not my fault. I just want my vehicle to be repaired as indicated on the estimate given on 7/14/23.

  

  Business response

  08/17/2023

  Good Morning, 

  We are working to contact the customer and have her come in. 

   

  *******

  Customer response

  08/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Service 4/2022: Originally took in my vehicle for a claim opened in April of 2022. While my vehicle was in the shop for that claim I asked my insurance if I could get my claim from 10/21 fixed at the same time. This was a vandalism claim. ***** said it could get fixed at the same time and that they would send payment to Certified Collision. At the time of pick up which was 5/2022 I asked Certified Collision if they had received payment to repair my car for other damages and they stated that they had not received payment. Because my experience with that body shop was terrible ( longer wait time than originally told, no communication , no getting of hold of) I decided that if they didnt receive the check I would be fine and I would go to another shop. Fast forward to about a month ago I reached out to GEICO who did tell my Certified Collision did cash in the check for over ***** that was supposed to pay for the damages of that claim for 10/21. I have now been talking to Certified Collision for weeks with absolutely no type of resolution.

  

  Business response

  08/09/2023

  Good afternoon, 

  We have received the complaint and we are working on it. 

  Thank you,

  *******

   

   

• Initial Complaint

  05/24/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  So initially, my car was brought to certified collision for an insurance claim where a driver hit my front driver side fender after having my car for over a month and getting my fender back improperly installed improperly adjusted, and just the light fixture buffed out and not repaired they gave me my car back with the strut installed improperly and unsafe to drive when I called them concerned about my issues. I was told repeatedly by multiple people that it was not their problem, and that I was on my own all during this time Ive had to self advocate from for my own repairs. Ive had to contact companies to get my own parts with little to no help and horrible customer service from the people here as ********************** in ******** ********** whats really concerning as that theyre willing to compromise quality and safety and ****************

  

  Business response

  06/09/2023

  We currently have the customers car and are repairing it for her. 

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was in an accident in September 2022. Just received the vehicle back on Friday. The engine harness is chewed by rodents. The tpms light is blinking. The window wont go down. The seat belt is not attached properly and nor is the rear seat ********* is completely unsafe. The vehicle arrived without any gas in it. The body work is really bad, theres many scratches and the panels do not align properly. The gas door is broken and rubbing on the paint. The rear was not repaired as promised. There is more also. The body shop has told me many times for months that it is ready and when I went i was told it is not ready. Someone called me and told me to pick up my **** car. When I called ***** to arrange pickup I was told that it still wasnt ready.

  

  Business response

  06/09/2023

  We have ordered the parts and the customer is bringing in the car next week. 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was rear-ended on 1/14 dropped my car off on 2/8 was originally told my car would be done 3/10 then it was 3/17 I did not get my car returned to me until 4/11. My insurance only covers my rental for 30 day so when they told me the car would be done 3/17 I didn't mind paying the extra week but that turned into an extra 25 days that stockton certified collision center refused to pay for. The lack of communication is absolutely unacceptable. Every single time I called I was given a different day as to when my car would be done. And when I finally got my car there was a huge scratch in the front and chipped paint on the hood also my trunk is automatic and is not working I currently have to manually close it. They did not replace the Styrofoam that goes behind the back bumper which I believe saved my son from being seriously hurt in the accident. I am very upset and frustrated with this company I will never use them again. It took 63 days for me to get my car back and it's not in yhe condition it was before the accident.

  

  Business response

  04/17/2023

  Good Morning,

  We have been in contact with the customer and she is coming in on Wednesday to address her concerns.

   

  Thank you!

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 27, 2022 I dropped off my 2018 ****** WRX for repair as a result of a hit and run collision. The car was not totaled, just needed a bumper replacement and some minor body work. It is now March 30, 2023 and the shop still has my car. They sent me a message via text that my car would be ready on March 1, 2023. The car was not ready. So for the entire month of March I had to reach out to the shop to see what is taking so long. They kept giving me the run around saying that it would be ready the next day or next week. On March 24, 2023 I called again to check the status of my car and the lady by the name of ****** told me that my car sat at their shop for a month and a half be they started working on it. I have *************** and they have also failed to help resolve this matter. I received a call on Mar 29, 2023 from the shop saying that my car is ready but I cannot pick it up because they have to detail it and wait for paperwork. I called back today on March 30,2023 and they told me the exact same thing. This whole experience has been very stressful and has cost me roughly $1000 in car rental fees, not to mention the $500 deductible I still have to pay. I am still waiting for my car..

  

  Business response

  04/08/2023

  *************************** did pick up his vehicle on March 30th, 2023 and as far as we know, was happy with the repairs. 

  We have tried to contact him however he has not returned any of our calls. 

   

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 10; a dog ran in front of car smashing the front grill of my car, damaging the front license plate holder, etc.March 11; reported the incident to GEICO; GEICO recommended Certified Collision Center (**********************************************************; Phone: **************; FAX; **************.March 14: took car into Certified Collision Center where ********************************* inspected my car, gave me an estimate, and shared that I will be responsible for only the $500 deductible (which was in ******* with my policy says). I asked how long it would take because GEICO will pay Enterprise Rental car up to only a certain amount ($50.00 a day with a maximum amount of $1500.00). I said what if have to keep the car longer, and ****************** said "We'll take care of it" but that he estimates that it will only take 8 or 9 days to fix the car. As the 8th day approached, and did not hear from ******************, I called several times and was told hat he would get back to me. I kept calling until I finally got ahold of him after the 8 or 9 days and asked him what the status was on the repair of my car and he said something like "We're still working on it." I reminded him that there is a limit to how much GEICO will pay for the rental car before I have to pay for it. Once again he said we'll take care of it. He never kept me posted and so kept calling and calling, and at one time was put on hold for so long that I had to hang up because client's were coming in that I needed to see. I even had Enterprise Rent a Car call and explain the situation. Anyway, I just looked on my credit card yesterday and saw a charge of of $294.81 on it from Enterprise on it which took my card over its limit which I should not have to pay when the estimate to repair the car was 8-9 days and ****************** said he would take care of it.

  

  Business response

  07/22/2022

  Good Morning,

   

  I have received the complaint and we will work on this and respond shortly. 

   

  Thank you,

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

  Customer response

  07/29/2022

  I am rejecting this response because: They have had months to resolve this issue and seem to be stalling/avoiding their responsibility again!
  

  

  Business response

  08/01/2022

  We have made contact with the customer and we will reimburse him for the rental bill.

   

  Thank you,

  *******

  Customer response

  08/03/2022

  I am rejecting this response because: They have NOT contacted me nor reimbursed me for the rental car (I just checked my ************ credit card statement online and there has been no reimbursement/credit of the $294.81)!
  

  Customer response

  08/18/2022

  The Collision Center has not issued me a refund nor contacted me!

  

  Business response

  08/26/2022

  We will be issuing the customer a refund check and he will pick up a check on Tuesday! 

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to the Certified collision center on Franklin **** for repairs. The car was returned to me 'repaired' on February 11th. Two weeks after it came back, the first time I tried to turn on the air conditioner, I noticed it would not blow cold air. It had been mild for the previous weeks so I had not tried it. I contacted the business during the next business week on February 28th, but was not able to talk to anyone until March 8th. I was told to bring it in on March 11th to have them look at and diagnose the problem. They returned the car to me that afternoon saying they were not sure what the issue was, and to take it elsewhere for a diagnostic test. The next Monday March 14th I took the vehicle to another repair center to be diagnosed, and brought them the report. They are now stating it is not their fault it no longer works. I would like the air conditioner returned to working order as it was prior to going into their shop, but I would like it repaired by a different shop as I have lost faith in their business.

  

  Business response

  03/18/2022

  Good morning, 

   We will reach out to the customer and I will keep you updated on the progress. 

   *******

*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. ↩