Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  If I could have no stars it would be better. They had my car for over three months and told me three separate times that my car was fixed, each time I went to see (45 min drive one way) if my car was fixed I was sorely disappointed. The first time the fender was still wrinkled and the bumper wasn't even attached. (See photos) The next time the bumper was attached but the fender was still wrinkled and there was new dents on the passengers door and front fender. On the next visit the fender was better but the body lines didn't line up. At this point is was decided that the fender needed to be replaced. Three weeks later I finally have my car back and I asked to have my deductible refunded because of the 3 month headache that this has been. They refused to refund me because the work was completed to a satisfactory level. I will never use this so called business again. I will also do whatever I can to let people know about the terrible customer service.

  Business Response

  Date: 11/21/2023

   

  ******* BBB Response. 
  
  Customer Dropped off their vehicle for repairs June,19, 2023.  
  Our Estimator went over the estimate for the repairs and completion date estimate of July 5,2023.  
  Vehicle repairs were completed on June 29,2023.  
  We called the customer to inform them that the repairs were completed, customer could only pay 
  $ 200.00 of their $500.00 deductible, which is the deductible amount they choose as part of the Auto Insurance policy.  
  On July 7,2023, customers called and paid the remainder of the $300.00 owed towards their $500.00 deductible.  
  They requested that their vehicle be brought to Banks Service for transmission warrantee work unrelated to this accident.  
  July 7,2023, we brought customers vehicle to Banks Service as requested by customer.  
  The customer was put in a service loaner on 7/31/23 and they returned the loaner vehicle on 8/25/23.   
  While the vehicle was in for the transmission replacement, the customer requested that Banks Service department pay for one month's car payment, as they had been without their vehicle during the warrantee work. The general manager authorized that payment to the customer.  
  
  August 17,2023. Banks Service brought the customers vehicle back to us after warrantee transmission work was completed. The customer had some repair concerns that needed to be addressed.  
  August 21,2023, we called the customer to let them know that the rework concerns were addressed and completed now.  
  August 25, 2023, Customer came in to pick up their vehicle, they still had concerns with the repair to the quarter panel, that needed Insurance company approval to resolve.  
  August 28, 2023, Insurance company authorized replacement of the quarter panel that was previously repaired. We ordered the quarter panel, that was on back order.  
  Customers were driving their vehicle while we were waiting for the part to come in to complete the repairs.  
  August 25/2023 Customer asked for reimbursement for gas in their vehicle, as the service department had to drive their vehicle during the transmission service and replacement.  
  The Service Manager authorized giving the customer 5 gallons of fuel, as their transmission warrantee did not cover fuel reimburse.    
  
  While we were waiting for parts, the customers wife called Banks Collison Center, informing us that they would agree to not go forward with replacing the quarter panel, if we paid them $ 3000.00.  
  I informed her that the insurance company has authorized us to replace the quarter panel. I told her that we would not be making any payments as requested, as that would be insurance fraud.  
  The insurance company is paying for us to replace the quarter panel, and we plan on doing the repairs as originally planned.  
  
  October 4,2023- We called the customer to advise that the quarter panel part has arrived, customer advised that they will be here on Monday, October 9,2023.  
  October 9,2023 Customer dropped off their vehicle to have the quarter panel replacement work completed. Customer got into a loaner at no charge provided by Banks Collison Center.  
  October 18,2023. We called the customer to let them know that the vehicle repairs were completed, also informed her that we were not repairing the right front door, as that damage was unrelated, and we documented that damage on our check in sheet, when the vehicle came in for repairs in June.   
  October 19,2023 Customer came in and returned our loaner, picked up their vehicle. They requested that we refund them for the gas they put in our loaner while they were driving it.  
  They also requested we return the $500.00 Deductible. I called the customer and informed them that we will not be refunding the $ 500.00 deductible, explained to him that Banks Collison Center and the insurance company followed thru with the warrantee we provide and that is why we asked the insurance company to replace the quarter panel the was initially repaired, because they were not satisfied with repair.    
  After explaining that we were not refunding the deductible, Customers replied “he was going to talk with whomever he has too and to make sure to write terrible reviews about our facility wherever he can”.  
  
  Banks Collision Center has fulfilled our responsibility with regard to the repairs of this customer's vehicle. We honored the warrantee and provided a high level of service.  
  We worked with the Insurance company to ensure that we replaced the panel that was previously repaired.    
  They were provided two free loaner vehicles, one from Banks service, during the warrantee work, and another from Banks Collision Center while the vehicle was back here for the quarter panel replacement Also, they were given gas for their vehicle at no charge and one month's car payment via a check while they were out of their vehicle for the requested warrantee work. We have more than satisfied our responsibility to this customer.