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:11/09/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  The body shop did not complete most of the repairs that they estimate stated. I put my car in the shop in late July and got it back in early September. With a ton of problems, they will not fix. The adjuster even mentioned to me, that he authorized a new quarter panel to be replaced, and then saw them fixing my quarter panel instead of using the new one when he stopped by the shop. I only received the estimate after the fact from insurance. They charged ****** to my insurance for work that insurance won't pay to be done again because they already paid for it to be done. However, none of the work they stated to be done, was done, and have taken it to 2 body shops, and Lexus itself all of who mentioned there are thousands of dollars in damage to be repaired, and I have all of my lights on, sensors falling off. The bumper does not fit because of bad body work. There is so much to be done and the owner or shop will not return my calls. He referred me to his friend in NY to fix it and mentioned he will pay the bill, but then once his friend saw the condition and spoke to *****, the owner of Crunch COllision, he did not want to get involved any further because ***** told him he would not pay and to just ignore me. So I am being forced to file a complaint and/or get legal assistance. I have been ignored by the shop, I have tried countless times to contact. The pictures from the new adjuster show that none of the work has been done, and ***** has been involved, but since "I picked the shop" they will not assist further. I am now forced to deal with this on my own or be forced to pay thousands to have it re-repaired.

  Business Response

  Date: 12/05/2022

  When the car left the shop there were no lights on the dashboard and the customer was very happy. ***************** then drove the car over **** miles from South ******* to ********, and then noticed one of the sensors fell out from the bumper. We explained to the customer that we replaced his bumper but his insurance company paid for an Aftermarket bumper, not an OEM bumper. Unfortunately, aftermarket parts do not have the same fit as an original manufacture part, and that would explain the loose sensor. We advised the customer that he should speak to his insurance in regard to what his policy covered, as they refused to pay for an OEM bumper. We gave the customer the option to pay the difference for OEM as his insurance wouldn't approve what he wanted, and the customer declined, but this was well after the car was released, and was no longer in the ****************. Please call the shop at ************ to discuss further. 

  Customer Answer

  Date: 12/07/2022

   
  Complaint: 18380414
  
  I am rejecting this response because: That is not what happened. From the response I am seeing that their work is only good for **** miles. I let him know of the issues, and after going to Lexus and a body shop and having an adjuster re-look at the car, which is provided in the screenshots. You can see it is more than just an aftermarket bumper with a sensor falling out. I have quotes showing thousands of dollars of work needing to be done to fix the faulty work that was done in the first place. The adjuster advised me when the car was initially being fixed, that he stoppe dby and noticed the new quarter panel they paid for was not being used, as he saw them fixing my damaged quarter panel, yet ***** paid for a new one. I was also charged for an "F-sport logo" that my cars year and model does not even have to begin with, along with a new ES 350 logo, that I did not ask to be put on, and it was not put on. An example of another $50 scammed. The sensors were all paid to be replaced, but yet they just glued the old ones in the new bumper, as can be seen from the scratches on "brand new" sensors, that was not even put on. I was also never presented any opportunity to pay the difference to have OEM parts, I did not notice The job was quoted at 10 days, and then took 90 for them to half fix. After learning of the issues, the shop owner requested I go to his friends shop in ******** and he will cover the cost of the repairs. Upon going to this shop, he did not want to even work on it or get involved, as the work was not done underneath at all. If it was just an issue of the sensor, it would be easy. However the trunk was not fixed or lined up correctly, the car had to be put on a chassis machine and has to be pulled out a half an inch, showing that work was not done. None of the lines that were promised to be fixed correctly were done so. Among many other issues. His friend, ****, even mentioned about how the paint job was done poorly and not blended properly as you can see where it ends, and he would have to re-do it. He then said he would talk to ***** and get back to me on moving forward with the repairs, to which I never heard back from. When I finally got in touch with the shop I was sent to have the repairs done, I was advised that **** had spoken to *****, and that he did not want to be involved because ***** told him he would not pay to have the work done correctly, and to ignore me, which ***** and his shop also stopped returning calls and texts at this time. Unfortunately this also does not seem to be an isolated incident , the Geico Supervisor for adjusters in the area said this is a shop that he has to frequent often due to faulty repairs and complaints, and judging by the other reviews online and with the BBB this seems to be how this shop operates. 
  
  Sincerely,
  
  ***************************