ComplaintsforCope Collision Center

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was quoted by this company 5 days for repairs. I drive for Uber so it's important that quotes be accurate. The damage was due to being rear-ended. I had minor damage on the bumper and basically needed just the bumper replaced. They stated, after two days, they just got around to looking at it and there is additional damage. I inquired about it being ready in 5 days like quoted. The person who gave me the quote, ****************, said he said he never quoted 5 days. I contacted USAA and they confirmed they were also quoted 5 days by the facility. This company is dishonest and they will not allow me to cancel the repair and pick up my car. I simply have to go without it beyond the 5 days I was quoted. Would love to know my options.

  Business response

  02/10/2023

  The date of loss was 4/16/2022. Cope Collision Center received an assignment from USAA on 4/25/2022 and the customer was called to schedule a visual estimate. The visual estimate was scheduled for 4/26/2022. The estimate was uploaded to USAA and approved on 4/27/2022. ***** signed authorization for repairs on 1/25/2023 to order parts based on the visual estimate. Parts were received on 1/27/2023. ***** was contacted and she scheduled repairs for 2/06/2023. On 2/06/2023 ***** dropped off her vehicle for repairs and she was informed  we need to disassemble the vehicle and that if there was hidden damage we would create a supplement and send it to USAA for approval. The vehicle was disassembled on 2/06/2023 and additional damage was found that was hidden until the bumper cover was removed. The newly discovered damaged parts along with the *** repair procedures were then uploaded to USAA via a supplement.  The supplement was approved on 2/06/2023 and additional parts were ordered. On 2/07/2023 we received parts but were short one bracket. We contacted the vendor to check on the shorted part and were told we should receive it on 2/08/2023 however, it did not show up until 2/09/2023.  On day 2 ***** is calling and wanting to pick up her vehicle. ***** was told that we are waiting on the last part to be able to reassemble her vehicle and that everything had been painted. Cope Collision gives a daily text update on the repair status of all vehicles in the shop currently being repaired. On 2/09/2023 at 12:16 pm, **** sent a text message to ***** that her vehicle was ready for pickup. ***** arrived at 1:33 pm and **** went out with ***** to go over it with her. ***** said it looked good. Wendys vehicle was completed in less than 5 days. 
  
  

  Customer response

  02/10/2023

   
  Complaint: 19368362
  
  I am rejecting this response because: This business made several false statements about the incident. The first false statement is that I was informed at drop-off that if there are additional parts needed, a supplemental request would be sent to the insurance for approval. Their security cameras would support the fact that I dropped the vehicle off around 6pm on Sunday, February 5th, and filled out a form with my information and keys which were put in their drop box. The business was closed at this time and I was informed of nothing.

  The text link they sent me to track the status updates of my repairs were not updated. On Wednesday, February 8th, I contacted the company via text. All of our messages can be found via their text messaging system to prove that what I am saying is the truth.

  I was informed, via text, that after they tore the car apart (not until Wednesday, mind you the car as been there since Sunday), they found additional damage and had to order extra parts. They stated it would not be ready by Friday. Since I agreed to a 5 day repair, and drive for Uber for a living, I needed my car by Friday. My bumper had barely been scratched by the driver behind me and I do not believe there was further damage underneath. Also, this company did not contact me to let me know it would take longer than 5 days to repair. Because they could not complete the repairs in the time frame promised, I wanted my car back so I could take it somewhere else and work this weekend. I did not give permission for them to complete extra work or take extra time to complete said work. 

  The company response states the car was tore apart on February 6th. The text messages you will find in their system states otherwise. I wish I would not have deleted them already or I would send you screenshots. However, I was not counting on this company to lie so blatantly. 

  I questioned why I signed a form stating they could order parts two weeks before repair, only to have to wait on parts. The front desk lady stated that they found additional damage once the car was torn apart on Wednesday. The company response states they were shorted parts. I was not given this information at any time. I believe this company lied about being shorted parts and wanted to try and make extra money off this repair but making false claims about damages.

  After ****'s repeated statements of having NO IDEA when my car would be ready for pickup, he told me if I had a problem with that I could contact ******* myself to see how long it would take for the part to arrive. 

  I was not told that the parts had all been painted and they were waiting on the last part. Again, the evidence can be found in their texting system. I was told, by 4 different people, exactly this: They tore the car apart on Wednesday, February 8th, and found additional damage. Those parts had not been ordered yet but were ordered on Wednesday. They had no idea how long it would take for the part to show up or how long it would take to complete once the part arrived. They said they never tell customers their repairs will be completed in 5 days, that their standard repair time is 3-5 weeks. 

  This tells me that my car will not be ready for weeks. I want to pick my car up and am told I can pay for the tearing apart process in addition to towing because it isn't driveable. And how dare I request to pick my car up before my own 5 day expectation, even though ****** and **** stated they had no idea when the car would be completed. The front desk stated 5 days after parts arrived. Which still puts my pick up time beyond the 5 days I was initially quoted. 

  This company needs to held accountable for lying to and about their customers. 

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

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