ComplaintsforSouthern Collision Center

• Initial Complaint

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car was recently hit and the person left without informing me. I went to Collision Works because the company is partners with my insurance company and the benefits of going to them due to my insurance are amazing. Well I should've followed my first mind because my car was given a used door. I didn't pick my car up because I'm an educator. My boyfriend went and soon as I got home I checked my car out to find scratched inside the door near the window power area deep scratches as if something was used to pry the cover back in. I immediately and informed someone. Well, that was a waste of my time. The guy was adamant about it being a new door out the box telling me I can check the paper etc .. but of course the paper will have WHAT YOU PUT ON IT- BUT ON MY CAR I SEE OTHERWISE. I asked well why is the seal faded and there's deep scratches near the window power control area. He goes on to say " well we used some parts off your old door." I'm curious because if it's new why you have to use parts from my old door. Not to mention my car is brand new and not a scratch was on anything inside my car. Not one door in my car as scratched of any kind. I reached out to my insurance because it seems I'm just stuck with a used door but my insurance was charged for a brand new door. I also emailed the lady I first talked to when I called about bringing my car and I have yet to hear from anyone. I only want the window power cover changed and I have yet to hear from anyone about that. I promise if this was little scratches I wouldn't be bothered, but this is a car I'm paying for and I want what my insurance was charged for. I want the cover on my window power area changed and I'll do whatever needed to get it done or I want my deductible back.

  Business response

  10/21/2022

  Ms. ***** had her 2021 Honda Accord Lx in our shop from 10/07/2022 thru 10/13/2022.  We replaced her passenger rear door. We blended for color match on the right front door. The parts were ordered from **** ***** on Siegen Lane.  I will attached the invoices for the job.  When Ms. ***** picked up the car and then called back with the complaint that we had put a “used door” on her vehicle, it was explained that when a new OEM door is purchased from the dealer for any make of vehicle, it comes as a unpainted shell.  This means that we will paint the new door shell front and back and then transfer the components from outside and inside the old damaged door to the new door shell, hence why it’s called a door shell.  It is literally empty inside and nothing on outside.  I was on vacation at the time of delivery, therefore, my estimator tried to explain the issue and offered to have her come by and let us give her the invoices and look at her concerns.  She however, did not want to return to the shop.  She called Allstate representative and they also went over the same details of the door as we had, unfortunately, Ms. ***** still did not believe this explanation.  If she had come by, we could have looked at her interior scratches and tried to see if we could help with those. Unfortunately, the weatherstrip that is weathered came off her original door and it will not be replaced by the insurance company or by our company.  It is wear related.  We have not heard from Ms. ***** by email, perhaps the email she has is incorrect, I am not sure. Also, we have had no phone calls since the day she called to complain. I will however, be happy to replace the switch cover on her door we replaced if she feels that it is our responsibility as a customer courtesy.  I would like to set the record straight on this issue, we as a company work with all insurance companies and we are up for reviews of our practices. We DO NOT charge for parts or services that are not backed up with an invoice for any part or service we have on any estimate.  We have spoken with the Allstate liaison for this complaint and we all have tried to explain and be transparent with Ms. ***** about the concerns. They also have the invoice copies for this repair as well.  

   

  Also, Ms. ***** states that all she cares about at this time is the scratches on the interior switch plate on her right rear door which was replaced, therefore, I called **** ***** and ordered the part and we will gladly replace it to show our best intentions and as a customer service.  We will email her when it comes in and she can let us know when she would like to come in.

   

  Thanks for your letter and the opportunity to attach our response.

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