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:04/25/2023

  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.

  We had a collision on our Tesla on 2-17-23 in ****************, ****. Within a week or so the car was towed to ********* and taken to Sin City Collision. We are still waiting for it to be fixed. Every time we call we are told that they are working on it and it will be done in a couple of days for over a month. All that they say needs to be done is to finish putting on a part and driving it -- that has been over a week. All they need to do is text for ** to start the car for them to finish, yet they can't even do that. Meanwhile we are paying out of pocket for a rental because they are taking so long.

  Business Response

  Date: 06/07/2023

  The repair took longer than expected due the fact that it was not only a front bumper job. Your estimate entailed a lot more work: the body work included replacing headlights, the left fender and end rail, replacing your radiator support and blending the door to match the paint Before the body work could even be started there was mechanical work that needed to be done as well. The entire front left suspension including your steering gear was changed. As far as the tire it was replaced we have an invoice and it is also on the estimate so I am unsure what tire you were referring to as plugged. The completion date was pushed back due to multiple factors. It is an estimated date for a reason. If a part is showing an estimated delivery of the 28th and we give you an estimated completion date based off of that part. If the part is then delayed, unfortunately the completion date gets delayed as well. This is something common and as a shop that is out of our control. Also after reassembling recalibrations were required, we had to outsource to the tesla service center to get this done. Not to mention the fact that no key was provided throughout the repair process. We asked the owner multiple times to get us keys instead we were told that you are unable to obtain a key even though we gave you instructions on how to get one. But instead we needed to contact you every single time to start the vehicle remotely through the app so we could move the car. There were times we needed to get the car pushed into the spray booth to get it painted because the phone was not answered and the vehicle was not started. As for the flapping part we would be ,more than happy to look into that and correct anything that is wrong.

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 19979425
  
  I am rejecting this response because:Even with all the "problems" it was easy for them to contact for starting the vehicle.  A simple text was responded to quite readily.  They were told this multiple times but insisted on calling until the last week or two when they finally texted.  Beyond that the parts were all received by April 10 yet it still took until 5/19  to get it done.  Once all the parts were done it should have taken at most a week.   It cost ** over $2200 in rental car charges for their slow work.  They accept no responsibility for three months blaming everything on us.
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/08/2023

  Your vehicle was not movable we did as much body work as we could with not being able to move the car. We needed all mechanical parts to move it if you look at the invoices I attached they arrived all the way through April 22nd not sure where you got the date of April 10th. Once those parts arrived mechanical began on your vehicle.  We changed suspension parts including a knuckle, control arms, steering gear, did a wheel repair, tire replacement, and a suspension alignment. After mechanical we finished up the body work and reassembled the vehicle. After that and the vehicle had to get a new tpms sensor (tire sensor) ordered in the beginning of May because the one on the vehicle was not reading after that part arrive the vehicle was scheduled for an appointment at ************* center for the tpms (tire sensors) to be recalibrated invoice is also attached. The car came back from the service center on May 17th and we moved it into the final stages of buff, wash, inspection we returned the vehicle back to you on May 19th. There is no reason for me to have wanted to keep your car for longer the sooner the customer receives the vehicle the sooner I have space to except another one. We have no control over parts and I hope you understand *********** was not a small job the total for the repair was $11,400. I highly recommend increasing the rental days in your insurance policy if you drive a tesla due to the fact that they take longer to repair. 

• Initial Complaint

  Date:10/24/2022

  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.

  My Tesla Model Y has been at sin city collision center since August 18, 2022. My car was towed there arranged by my insurance company. I received a call from sin city collision center when it arrived. A couple days later I received a call from my insurance company that sin city collision center had lost my car. After using the *** coordinates on the Tesla I was able to locate it at an offsite lot that sin city collision center had it sent to. Sin city collision center did not have records of this but was able to confirm that they send cars to that lot while waiting to be estimated. If my insurance had not called them to get the estimate information I wouldnt have known the car was lost. The initial estimate to fix the car was ****** with damage to the rear and side panel. I was told by the manager, ***, the repairs would take a couple weeks maximum. I have received little communication regarding the progress of my car and I have received 2 returned phone calls. I have called sin city collision center weekly in attempts to gather information about my car to no avail. No one is able to give me any updates besides *********, who is frequently not at work. I still do not have my car. I also do not have any idea when I will get my car back. I would like to know what Sin City Collision center has been doing with my car and why it has taken this long. I believe because ********* has not been working that my car has not been being fixed because no one is doing her job when she is gone.

  Business Response

  Date: 11/22/2022

  This Vehicle was towed to our location. At the time the car was towed in we were very busy customers were notified that even to conduct a tear down it would take 2 weeks and in that two weeks time we store the vehicle at our sister office right down the street we knew exactly where the vehicle was. Per our procedure all cars that are waiting for tear down are stored at that location. As far as the repair time of the vehicle the estimated repair time of a few weeks was based off the original estimate which is all the damages that are visible on the exterior of the vehicle. And yes that would take a couple week maximum. But once the tear down was conducted there was underlying damage that was added on to the claim. As you can see in her estimate there was 5 supplements on top of the original estimate. That would now cause the repair time to be longer. In addition we have had an issue with the availability of the parts. Tesla has a limited supply of parts and a majority of parts are on back order or have delays. That is why we normally pre-order the parts for vehicles that are drivable and schedule them when the parts arrive due to this exact reason. Since the car was non drivable and it was a tow in we had no choice but to wait for the parts. That was the delay with the repair it was parts and the parts that were delayed were essentially the building blocks for the car. We needed the bento box and the extension rail and both were delayed parts. They didn't come in until 10/2/2022 for the bento box and 09/27/2022 for the extension rail.  There was no other update to give her besides the fact that we are waiting on parts. Once parts arrived we were able to do the repairs paint and reassemble and completed the car. I believe hey don't understand the process and the difference of having a tesla that has been into an accident and a regular vehicle. And ********* is the main point of contact for the tesla she was out of the office 2 days a week for 2-3 weeks when her sister passed away but work was done to her vehicle while she was gone. Then after picking up the car she stated her work laptop was missing from the car not sure why she would have read and signed paper work that we are not responsible for items left in the car then turn around and leave her laptop. I am attaching a copy of the signed paper and snippets of just 1 of her many invoices that show literally every single part was delayed