ComplaintsforGraham Collision

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My complaint against Graham Collision is as of a result of the shops, *****************, disregard and violation of the Repair Authorization Contract that was initiated by myself and Graham Collision on 04/06/2023.Graham Collision is a part of State Farms select service repair facilities. These shops per State Farm are a network of auto repair shops committed to providing quality, professional services with a written **************** Lifetime warranty. However after I received my 2011 ******* Elantra back, I started to notice a grinding noise every time I went to complete a turn. The noise was located on the drivers side front wheel. When I presented this to *****************, representative of Graham Collision, he dismissed my concerns and claims that these damages were unrelated due to the point of impact being on the Passengers front tire and fender. Rather than uphold the contract of which clearly states I authorize GBS **** To test drive my vehicle in a responsible and reasonable manner and transport it to other mechanical shops if necessary, with regards to my repairs," he told me I'd need to find a mechanic.***************** verbally confirmed that Graham did not have a mechanic available at the shop. He did not perform any necessary inspections to ensure that as a result to the impact of the passenger side, no other component was effected.He refused to have my vehicle sent to a mechanics to determine whether or not the new damages are related.Instead he delegated his contractual duties to me, claiming he was not responsible to have a mechanic assess the new damages to my vehicle. The full complaint, my rental bill, and the repair contract are attached. I am requesting a full refund of my out of pocket rental. Had this select repair shop upheld their contract, I wouldn't have had to pay for additional rental charges while trying to find a mechanic.

  

  Business response

  07/11/2023

  I didn't refuse to do anything. I simply suggested that if they had a repair shop that they trusted, to take it to them and have the noise diagnosed. Once a diagnosis was made to give me a call and I would see if State Farm would cover it. My thinking was that if it wasn't accident related then the customer could communicate with the shop whether they wished to fix it or not. To this day no one has told me what the mechanical shop found wrong with the vehicle nor did State Farm call and ask for our opinion which they normally do. My apologies for the way it was handled but since the noise was coming from the opposite side of the car I felt this was the best way to handle the situation. As State Farm explained it to me, they paid the customer full value for the vehicle. They did not back out the deductible since they had already paid that. Again I apologize. 

  Thank you,

  ***************** ( Graham Collision )

   

   

  Customer response

  07/24/2023

  Good morning,
  *************** to the letter I recieved last week regarding my complaint against Graham Collision. 
  Complaint 20274863
  I am not satisfied with the shops response. If I remember correctly, I paid my deductible under the pretense that the shop upheld their contract. No supplements were issued and its clear there wasn't an attempt to properly diagnose my car to ensure no further damages were caused. The shop placed us back in a non drivable, unsafe vehicle. How can **********, he did what he felt was best? Given the fact that instead of helping, he pushed us out. 
  It was less than a week after getting my car back that the noise began. I even explained to ***, that this noise is new and has never happened. I have all of my maintenance records to prove that my car was in excellent condition and offered to show it to him but he refused. His apology is a little late. *** was unapologetic when we brought our car back. As a matter of fact, he didn't seem to care at all about this. We've even expressed that we were new to the area and didn't know any shops. Clearly a reputable select service shop would have, if needed, out sourced the work to a mechanic. He doesn't even offer to provide a mechanic. Instead he got some dude to ride in my car with him, claiming that this random gentleman was a "mechanic." But he wasn't in uniform, no name tag, and no name provided. It's evident that Graham breached their contract and I should be compensated for their negligence. 
  
  Thank you
  

  
  

• Initial Complaint

  03/30/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My car was sent to this shop by insurance to repair it after a collision. A day after receiving the car back the check engine light came on due to the fuel lines being cracked which Graham Collision did not catch SOMEHOW in the months that they had my car to "repair" it. Now Im fighting with insurance and my car warranty for someone to cover the remaining repairs from this accident because this body shop did not do their due diligence in fixing the vehicle.

  

  Business response

  03/30/2023

  Good afternoon,

  We hope this response finds you well.

  In regards to the 2021 ****** Corolla, owned by *************************** - VIN: *****************. This vehicle was brought to our repair facility (Graham Collision) as a referral by ********************** The vehicle was dropped off at our facility on January 5th 2023 at 3:45 PM for a rear end collision, final repair totaling $10,976.15. Progressive ****************** has assisted us in investiagting, and has advised the vehicle is located at a repair facility in ******* at the current time. Progressive insurance is continuing to investigate the claim, to determine if the damages to the fuel lines, and the check engine malfunction indicator lamp is or is not related to the claim. ****** warranty is also investigating to determine if this is a warranty issue.

  Upon our receipt of the initial complaint, we attempted to reach the customer to assist them in having their vehicle brought to our facility, however we were informed the vehicle owner has moved. 

  I have attached the post repair diagnostic scan, completed by ******** International scanning software. The scan was completed post repair on January 27th 2023 at 3:**** central standard time. As noted in the scan documentation, there are not any present malfunction indicators for the fuel system. The codes present indicated an issue with a motor in the drivers side door, which was determined to be unrelated. At the time of repairs, there was no indication to damage to the fuel system, and ********************* has the final say on what damages they will or will not cover on the claim. 

  After Progressive has finalized their investigation, they will communicate with the vehicle owner, and advise of the outcome. Regardless if this issue is covered by insurance, warranty, or not covered at all, we feel that we completed a quality repair, and can verify such with the post repair scan documentation. The outcome we are seeking is dismissal of this complaint.

  Thank you for your time,

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

  General Manager

  Graham Collision

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in on 4/11 to get fixed And had on the app my car would be ready on Thursday 4/21 at 4:51 p.m. however I receieved a phone call and voicemail on 4/20 that my car would be ready at 3pm on 4/21. I returned my rental and got a ride to take me to Graham collisions to pick up my car. However, at 4:30 I got a call saying my car was actually not ready and they were going to have to put back on a broken part and still have me pick up and pay at noon on 4/22. Then that they would call me the following week and put the part in. I called on 4/22 at noon asking if they could put me in a rental until my car was actually fixed if not I was going to make a complaint with the BBB. He then proceeded to say I was threatening him and he would not be putting me in a car for three weeks. I let him know l was only letting him know because it says to resolve the issue together with the business prior to making a complaint. He put me on hold and came back saying my car wasnt ready and that I could come at 5pm for it. I let him know I had already missed a day of work and that they told me noon and now it is 5pm when I wouldnt have a ride and he got upset saying he didnt tell me noon and that it doesnt matter what his other worker ******** told me and that I could wait until 5 but that they never told me noon. I have it on a voicemail. I have been out of a car for more than a week, and now I am expected to pay and pick up a car that is still broken but driveable? After missing work and having to pay for a ride I let him know that this was very uncomfortable and not fair since they had told me two certain times already and now he was talking to me rudely after assuming I was threatening him and would not budge on trying to work with me only saying that he never told me those times and that he wasnt going to do anything about it other than my car would be ready at 5pm.

  

  Business response

  04/26/2022

  Graham Collision
  4730 *******************************
  *********, ** 50322
  ************
  
  Due to supply chain issues, automotive parts have been difficult to source, and many parts are not available or are on back order. When this occurs to a vehicle being repaired, it is common practice to repair what is repairable and reassemble the vehicle for the owner to resume driving, only when the vehicle is safe to drive. In this case, the part not obtainable is a plastic grille that is inserted in the front bumper the grille has a small crack in the plastic, but still useable as it is a cosmetic piece. The replacement grille is on back order with no expected arrival date currently, likely 3 weeks or more. We provided the **** customer service phone number ***************) which the customer can call and file a complaint with their vehicle manufacturer for the parts not being available, however the customer declined to do so.
  We have strict insurance guidelines laid out within our contracts with insurance companies, and the process we followed and will continue to follow is based on those guidelines. The insurance company declined to pay for a rental vehicle until the part arrived, as the vehicle is safe to drive. Graham Collision also declined to pay for the rental vehicle due to this same reason.
  The customer explained the inconvenience this caused them,and to help alleviate we offered to drop the vehicle off to their work or home,which they accepted. The vehicle was delivered to them around 5:00pm on 4/22/2022,with the understanding that when the part in question arrives, we would return to retrieve the vehicle, install the part, and deliver the vehicle back. If necessary, we also offered to provide them a rental vehicle at no cost to them for the day, while the part is being installed.
  A photo of the grille that is damaged (which is currently on the vehicle) has been included with this letter.
  
  Thank you,
  
  Graham Collision
  ************

  Customer response

  04/26/2022

   
  Complaint: 17098706
  
  I am rejecting this response because: 

  they did not provide me with the **** manufacture number or even mentioned them at the time. He said my car was driveable and it was not within the first thirty minutes of me driving the bottom of my car came off. I was unable to stop and it tore in half bent causing my wheels to hit it. Then I had to duct tape the piece back up and has been being held on by tape since Saturday. I have not called them because of how rude they were to me and how they keep saying otherwise on what is going on. I paid $500 for my car to be fixed yet my whole car bottom is covered in duct tape. They should have checked my car completely if it was driveable to them to make me pay and then drop it off without any further communication since. I am not only saying this to bring up now I have also submitted this in surgerys sent FROM graham collision since the part came off and NO ONE has responded. 
  
  Sincerely,
  
  *************************

  

  Business response

  04/26/2022

  I have attached a copy the survey filled out by the customer, where several times she states she is too uncomfortable to speak with us which is why we have not responded.

  I cannot speak as to why something may be hanging under her vehicle that needed her to duct tape, as we didn't perform work to the under carriage of the vehicle. With that being said, without looking at it I cannot state if it is or is not related to the work performed.

  Last week when the complaint originated, she called our shop and was using profanity and yelling at our staff, and now with her stating she is uncomfortable speaking with us, we will not be communicating with the customer directly, and will be having ********************* as the mediator between us and the customer, as the insurance is who is dictating the terms of repairs and payment. Progressive has been made aware of the complaints and again reaffirmed our decision making, and they would be happy to step in with any further questions. Again, I would like to reiterate that we are operating within the insurance companies guidelines, and the processes we use are dictated by them. The customer service line for Progressive is **************. Thank you for your time. 

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