ComplaintsforMaki Body Shop, Inc.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle (2013 **** Explorer) was brought to **** Body and Glass on 6/19/23 with a date of completion scheduled on 6/23/23 given by staff at **** Body and Glass. When I called on 6/23/23 to see when I could pick up my vehicle, I was told the work has not yet been started. In the meantime they never called to inform me that it wouldnt be worked on and never asked if I needed my vehicle back or would need a lonaer. I called back on Monday 6/26/23 to check if the vehicle was being worked on and what the expected date of completion would be. The staff I spoke with informed me that the vehicle was in disassembly and thought it would be done Thursday or Friday. When I called back on 6/28/23 to check on the status, a different staff that I hadnt spoke with previously, informed me that my vehicle had not yet been repaired or even started. Staff that I had spoke with on 6/26/23 had lied to me on the status of my vehicle. I stated that I would need my vehicle back by 7/7/23 due to work purposes and stated that if that was not possible, I would come and get my vehicle or I would need a loaner vehicle. The staff at this time spoke with the owner who ensured that the work would be done by 7/7/23 and I need not pick up my vehicle. Today, 7/6/23 I called back on the status of my vehicle. When I spoke with the staff, they now state that the vehicle wont be done by this Friday and said that they never ensured it would be by 7/7/23 and asked who told me that. I stated that they specifically discussed with the owner who ensured this. I then stated that I would need a loaner to which they responded, they dont currently have any available. My vehicle has now been there nearly 3 weeks total, and almost 2 weeks after the date it was supposed to be completed. They still do not have an expected date of completion and are not able to offer me a loaner vehicle. Had they not started the work I would pick my vehicle up and bring it elsewhere as this is going to cause transportation issues

  Business response

  07/27/2023

  I have reviewed the complaint- all the dates and information looks correct. We received the original parts for the job on the 16th so we could begin repairs when the vehicle was dropped off. I dont have the date of exactly when the vehicle was brought in and repairs were started. We did have a supplement for this claim. Unfortunately we had to work off a State Farm adjuster copy which was missing parts and labor times. We had to order additional parts (RT Support, RT Side Support, Valance, RT Headlamp Support,& RT Headlamp). In the meantime, the bumper and fender were completed in the refinish department, so as soon as the additional parts were delivered we were able to complete this job that same day. We did receive parts and complete job on 7/7. Unfortunately when the ******* scheduled for repairs, they opted for no loaner car. Our loaner vehicles are currently spoken for out until September, so we were not able to fulfill that request. Also, they do not have rental coverage. We apologize for the lack of communication and the longer than normal repair time. Were currently overbooked and we are also a technician short. The whole collision industry as a whole is swamped, weather that be part shortages or technician shortages. Were also booking for October already just to give a little background on how busy we are. Again we apologize for the lack of communication! Let me know if you have any questions.
  
  Thank you! 

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