ComplaintsforPenske Collision Indy

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 2nd, 2024, we dropped off our 2012 GMC Acadia at Penske Collision at *****************************************************************************. The repairs to the vehicle included body work due to an accident in January 2024. On Feb 14th, 2024, Penske informed me that the vehicle wouldnt hold a battery charge. I spoke to Penske Collision and they informed me that they would not take any responsibility for what appeared to be a damaged alternator and an issue with the vehicle battery unable to hold a charge. I had to pick up the vehicle on February 16th and bring it to ****************** IN ) to have the vehicle inspected. After driving the vehicle for 10 minutes to the Car-X, I noticed a burning smell coming from the engine. Penske confirmed that they too noted the burning smell but didnt report it to me upon picking up the Acadia until after I reported it to them. The alternator cost a total of $866.71. When I dropped the Acadia off to Penske Collision on February 2nd, 2024, there was no noticeable smell nor issue with the battery charging.I expect Penske to provide full reimbursement for the alternator at a minimum due to the slipshod work they performed. Failing to disclose the burning smell coming from the engine was a duplicitous act - and one that clearly was to benefit Penske Collisions lack of transparency due to negligence on their part.

  Business response

  02/19/2024

  This was an unfortunately bad  timing for the mechanical alternator to go out. These items are maintenance things they go out for no real reason. We performed rear end work to the Acadia nothing to the charging system. We looked at vehicle to diagnosis for the owner and come to conclusion it was the alternator. The mileage at ****** would possibly make part at ends of its life.

  Customer response

  02/19/2024

  *Has the company addressed the issue of the dispute?
  - *********** has denied any wrongdoing. The issue is : the vehicle was negligently handled while in their care. And then they concealed the issue of the smoke smell coming from the engine until confronted by me. I have an email from them as well outlining this.
  
  *If not, why?
  -  They addressed the issue by saying it was purely coincidental that the alternator failed while the Acadia was under their care.
  
  *Has the company met the agreement they outlined in their response?
  -  No. I need the BBB to step up, please, and support the consumer 

  Customer response

  02/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  *Has the company addressed the issue of the dispute?
  - *********** has denied any wrongdoing. The issue is : the vehicle was negligently handled while in their care. And then they concealed the issue of the smoke smell coming from the engine until confronted by me. I have an email from them as well outlining this.
  
  *If not, why?
  -  They addressed the issue by saying it was purely coincidental that the alternator failed while the Acadia was under their care.
  
  *Has the company met the agreement they outlined in their response?
  -  No. I need the BBB to step up, please, and support the consumer 
  
  Regards,
  
  ***************************

  
  

  Business response

  02/21/2024

  I have attached a document from AAA stating that odor is part of faulty alternator. The smell was from the bad alternator not sure why it matters who smelled it and didn't let anyone know. This doesn't change the fact the alternator was bad. I am willing to split cost of part.

  Customer response

  02/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [The entire cost for repair and replacement of the alternator was $866.71. I would need $433.35 to cover half the cost.  I cannot settle for the part cost alone it must include labor as well.
  Please let the business know that. ***************.]
  
  Regards,
  
  ***************************
  

  Business response

  02/23/2024

  We offered to split the cost out of good faith and is our final offer. The vehicle was involved in a rear-end collision and could find no evidence of being part of the collision. These types of parts are wearable items and feel the life was exhausted for this part.

  Customer response

  03/05/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me provided that Penske :

  -   Provides ***************************** with payment by March 18, 2024 in the amount of $433. 

   

  Regards,

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

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Penske Collision has had my vehicle for 5 weeks on a one week job. Theyve had turnover in their shop and my paperwork got lost. They found it after I visited several times. Since that time, GEICO is forcing me to turn in the rental vehicle and now that is costing me money $45 dollars a day. I went up to the shop today to learn about the status. They said it was fixed and I noticed more damage to the vehicle. They are claiming it was not their fault. I know the vehicle did not have the damage on the vehicle when it went in on July 5th; the date they told me it was needing to be dropped off. They are taking no responsibility for the damage or the excessive time it has taken to repair my vehicle. They are saying they need pics from GEICO to do anything about it. They are just taking advantage of the every day citizen. They know theres not a lot I can do to prove what theyve done. I have the photos to prove what they done and they need to be held responsible for what theyve done to me.

  Business response

  08/16/2022

  We were in a hold process on repairs due to time it took Geico to reinspect the damage. The owner came to pick up and noticed damage he did not recall being there. We told owner we were calling ***** to see if pictures of damage was present at time of there estimate. If the damage doesn't show then we will take care of issue. This was explained to owner and offered for him to take car while this process happened.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After the immoral practice, the business did not try to resolve the problem. I also left a voicemail wanting to speak to a manager but he never returned my call.

  Business response

  09/09/2021

  The damage was due to car hitting something low causing the cover to come lose. I spoke with employee who felt after accessing the damage the best fix was to remove and replace the damaged parts. The Estimate part of repair is just that a Estimate and once disassembled a accurate work order would be created and billed accordingly. I am more than happy to speak with owner in regards to her proposed resolution.

  Customer response

  09/10/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I reviewed the Penske Collision Indy message, and I cannot feel that my concern was dealt with properly. 
  
  They did not take care of the issue that I came for in June, and when I returned on 9/3, they suggested the only option of replacing the entire thing, which was not the main issue back in June. So if it was causing the issue of the front bumper cover popping out, why did they not notify me in the first place but neglect the problem that aggravated the damage? 
  
  I can assure you that the plastic strip was not damaged at that time as Penske Chevrolet Service and I examined the area back in June when the front bumper cover popped out. I also do not recall I hit something, and the car does not appear to be in that case.
  
  I want Penske Collision Indy to fix the defect, not replace the part that the first estimator did not denote in June.
  
  Regards,
  
  *************
  

  Business response

  09/10/2021

  Please follow up with our office to set time up to inspect car and charges you have already paid. We are open Monday-Friday 7;30 till 6:00 and our number is ************

  Customer response

  09/13/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.

  My main concern was that the employee neglected the issue in the first place and performed unreasonable customer service by *******************. Unfortunately, from what I encountered here, I do not believe that my concern will be taking care of fairly by the business or even seeing a simple apology from the spoken person.

  
  Regards,
  
  *************

  
  

*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. ↩