Complaints

This profile includes complaints for Windermere Collision Center, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Windermere Collision Center, LLC

  933 Carter Rd Winter Garden, FL 34787-4148

• 

  Windermere Collision Center, LLC

  PO Box 1385 Windermere, FL 34786-1385

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:12/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Date of the transaction: 12/16/2022 The amount of money I paid $812.50 The nature of my dispute: I was overcharged I was told "that's the price and we can't change it"I brought my 2022 Tesla Model Y to Windermere Collision on October 25, 2022 to be repaired. It seemed to be a fairly simple repair. There was only one part replaced the rear quarter glass panel on the driver's side above where the scratch was. That part was $177.75 and i'm not sure why it was replace, because it was fine when i brought it in. Windermere Collision charged $4,465.11 and the insurance company would only cover *******. The charge for this repair is way out of line and was in the shop for 52 days

  Business Response

  Date: 12/19/2022

  Regarding this complaint, there are several key points and this is Windermere Collision Center's response.
  
  In the consumers complaint, he states the quarter glass was replaced and the charge was $177.75. This is the amount of the charge for a sublet invoice to remove and install the quarter glass. This is so that when the quarter panel is painted, there is no overspray on the quarter glass, and there are no hard tape lines or evidence of repair left behind once the panel is painted. This is standard practice in collision repair and helps to protect against diminished value. Additionally, this charge was covered by the insurance company for the at-fault driver.
  
  
  The consumer has indicted the desired resolution is to receive a refund. The consumer signed the repair authorization which is attached. The form expressly provides the authorization to complete the repairs, and on page 3 underlined and in bold states that the vehicle owner is liable for the entire repair bill and any part thereof that is not paid by the insurance company and this section is initialed and the form signed by the consumer. Additionally, the consumer was contacted by me personally on 10/27/2022 before the repairs began and advised of the concerns that Windermere Collision Center has experienced with AAA insurance which was the carrier for the insured that ran into him. During this conversation, the consumer did not indicate that Windermere Collision Center should stop repairs. To put into different words, the expectation was set before repairs began that there would likely be a difference due at pickup between our invoice and the amount approved for payment by the insurance.
  
  If the consumer wishes to not have any out-of-pocket expense, it would behoove him to litigate against the individual who ran into him. Another potential source of indemnification for the consumer might be to pursue diminished value against the individual and their insurance that ran into him as his vehicle now has a permanent accident history on the vehicle report. There are several resources that are available to the consumer that Windermere Collision Center would be willing to assist if desired.
  
  See Attachment/File: ******* auth.pdf

  Customer Answer

  Date: 12/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The point of my complaint and the reason i filed with the BBB is that you charged FOUR THOUSAND FOUR HUNDRED SIXTY FIVE DOLLARS AND ELEVEN CENTS for a 4 INCH SCRATCH (no dents) above the left rear fender and as you've now pointed out there were NO PARTS REPLACED during the repair. It was so small i contemplated doing it myself.

  Business Response

  Date: 01/04/2023

  Windermere Collision Center stands behind the repairs that were completed and will not be offering a refund. The rear bumper cover was repaired and painted, the quarter panel was repaired and painted, and the door had the paint blended so there would be a good color match. Additionally, the consumer was advised before repairs began of the likelihood there would be a difference between our invoice and what insurance covered. The dispute this consumer has is with the driver who collided with him and their insurance company.

  Customer Answer

  Date: 01/05/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Well its good to know you repaired and painted the undamaged bumper. There was never any damage to the bumper and if the BBB could post the picture i sent everyone would know

  Business Response

  Date: 01/06/2023

  The check-in sheet we completed with the vehicle owner when the vehicle was dropped off indicates the vehicle owner pointed out the bumper damage. Additionally, the at-fault party's insurance company paid for the bumper cover to be repaired and painted. When the vehicle owner took possession of the vehicle upon completion of repairs, the parts of the car that were repaired were reviewed with the vehicle owner. And WCC has images of the damage on the bumper that were repaired.
  Again, the dispute the vehicle owner has is with the individual who ran into his car, and needs to be taken up with them.

• Initial Complaint

  Date:09/26/2022

  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.

  Shop was paid to do work on my vehicle. Repair/work was not done properly and is of poor quality. They refuse to make fix problems with their work and will not stand behind their work and honor their warranty. They are on their third manager in a few months and know they will not deal with me at all.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/10) */
  Mr.****** has returned to the shop multiple times after the completion of the repairs. Each time his complaints have been addressed. We have done additional things above and beyond for him. He is now claiming there is damage to the passenger side quarter panel which was never worked on at Windermere Collision Center. We went so far as to purchase a replacement hood vent for Mr.****** in spite of the fact that there is no visible damage to the original hood vent at no cost to Mr.******. I have attached Mr.****** signature stating he was satisfied with repairs as well as an image of the hood vent and the invoice from where we purchased the hood vent and gave it to Mr.****** free of charge. Finally, Mr.****** complaint does not list specifically what issue that he has, only that it is poor quality. The shop has done our best trying to provide a service to Mr.****** and even purchased a part for more than $500 trying to make things right. Finally, two months after signing that he was happy with the repairs, he came in claiming new damage which would not be covered under warranty.
  
  
  Consumer Response /* (3000, 7, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have been back to the shop multiple times since the original completion of the repairs, and my concerns / issues with the repairs have not been addressed properly. It is why I have returned so many times.! This has been an inconvenience for me! I have been patient with them, and only asked that they please correct the problems to avoid me coming back. I have told them each time, to keep the car as long as they needed to to make things right. They always kept it for several days and then returned it to me without addressing all the problems I had communicated associated with the repairs. Throughout this time I have had to deal with 3 different production managers, since they all seem to quit. Not once has the owner personally addressed any of my concerns, talk to me or even looked at my car to see what I was referencing. In fact, they didn't even keep any records of all the times I returned, and what was done to the car each time. I only found out when I asked for the records and was told they don't keep any on return work. As far as the hood vent, it was damaged by them! The hood on the car was painted and the carbon fiber vent was clear coated. A few weeks later, the clear coat started to clack because of the poor quality work. I removed it myself to spare them the labor of doing so and took it to them to have them repair their work. When they tried to return it to me, it had been damaged. They had sanded deep into the carbon fiber and damaged the carbon fiber finish. That is why they had to purchase one. They have never gone above and beyond as they claim. I have never asked anything extra from them. Only to fix correctly the job they were paid to do. If anything, it is me that has gone above and beyond, being tolerant and patient with them. As far as the paper I was asked to sign, it was to acknowledge the receipt of the new hood vent and that I was satisfied with it. It was mentioned that I don't specify what I refer to as poor quality. This is something they should know, since they had to address my complaints each time the car was returned. I will mention without getting into specifics that poor paint finish and misaligned body parts were some of issues . My vehicle was there last about 4 weeks ago. They were supposed to fix a problem with the paint on the hood and a trim piece on the passenger front fender that was coming loose. After 4 days when I went to pick up the car, all they had done was to clean and polish the car. Kevin, who was the manager at the time apologized. He said he had been out for several days and assumed the repairs were made. He then told me that the technician had ordered some double sided tape to repair the trim. He said he would call me when that came in, and that when I brought the car back both the trim and the paint defect on the hood would be addressed. When I drove the car home that evening and parked in my driveway, I noticed that there was paint damage on the passenger side quarter panel that was new, and not there when I had dropped off the car to them. I immediately called the shop to speak to Kevin and was told that he would be given the message to call me back. He never did. I left messages with the shop for several days for Kevin to call me and he never did. After about two weeks, not hearing from Kevin, I called again and was told Kevin was no longer with them. I was told they were in the process of hiring a new manager, and that person call me once they got on board. After about another 2 weeks, not hearing from anyone, I showed up at the shop. The new manager, George, came out to greet me. I spoke to and showed him my concerns about the car. He then went to speak to the owner. When he came back out,he told me he could not help me. He related that the owner would not deal with me anymore. When I asked to the owner, I was told that he would not speak to me. I was then was asked to leave. At this, I don't really care or demand that they fix the quarter panel they damaged. If they don't want to own up to it that is fine. But I definitely ask that they the trim and hood paint issue which relate to poor work they did and were paid for to repair.
  
  
  Business Response /* (4000, 9, 2022/10/19) */
  In response to the last communication from Mr.******, we are willing to offer a refund for all the labor from the repair/refinish of the hood. There was 0.5 hours of labor for repair on the hood and a 3.9 hours of labor for refinish on the hood, all of these hours at a rate of $44/hr, so $44 x 4.4=$193.60
  Due to the claim of "poor work" on this panel, we make this good faith offer to resolve the concern
  
  
  Consumer Response /* (2000, 11, 2022/10/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I appreciate WWC gesture to resolve the dispute, but I would appreciate if they at least mail me the double sided tape that supposedly was ordered to repair the passenger side fender trim that is coming off, and which was part of the original repair. I will fix it myself once I receive the tape. I have provided pictures showing the trim coming loose.
  I will also like WWC and it's owner that I hold no ill will against. All was attempting to accomplish was for my car to be properly repaired. And I hope in the future things are handled differently and there is better communication between shop and customer.
  
  I was unable to attach the trim pictures. But will gladly send the to the business if they would like them. Will need an email to send them to.