Complaints

This profile includes complaints for Northtown Collision Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Northtown Collision Center has 4 locations, listed below.

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  Northtown Collision Center

  3840 Sheridan Drive Amherst, NY 14226

  
• 

  Northtown Collision Center

  3673 Sheridan Dr Amherst, NY 14226-1702

  
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  Northtown Collision Center

  1035 Millersport Hwy Amherst, NY 14226

  
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  Northtown Collision Center

  8150 Main Street Buffalo, NY 14221

  

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:09/15/2022

  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.

  I purchased my 2017 ***** ***** ***** and several extended warranties for $104,544.63 from ********* **** ***** ******* in 2017. On 7/13/22 I attempted to make an appointment to have my ***** ***** serviced at Northtown and I was told by service manager JOE S****** that Northtown ********* would not service my car "due to ongoing condition of dissatisfaction between mechanical and bodywork." I was further informed that any service by Northtown would only be performed if Bill H*** (Northtown Director of Fixed Operations) pre-approved and "blessed" the service. The dealer will not service my vehicle now with my warranties. Some of these warranties stipulate that the work must be performed at **** *****.
  
  This issue stems from the summer of 2020 when I was quoted a price by former ******* ********* service manager Eric C*** to have his service department remove my center console and rugs in order to clean underneath due to some milk leaking through the porous cup holder. After my car was 1/2 torn apart Mr. C*** increased the price significantly, because he said he didn't know how involved it was to remove the console. I went above Mr. C*** and contacted Mr. H***. Mr. H*** was very disrespectful and unprofessional to deal with. In the end we agreed I would not pay the increase.
  
  I have had my car serviced many times by ********* ********* since the summer of 2020, without incident. On 6/2/22 I received a quote from Lisa at Northtown Collision to have my ***** ***** hood, bumper and fenders painted. When I received the car back I was informed that the painter overrode the work order (written by LISA) and decided not to paint the front bumper. I expressed my displeasure to the collision manager Dan D****** who referred the matter to Bill H***. Bill and I had a civil conversation on the phone, but he backed the painters illogical decision NOT to paint the car as per the order.
  
  Bill H*** then put a block on me having my car serviced at any Northtown.

  

  Business Response

  Date: 09/27/2022

  I do not see a request for resolution in the consumer's comments, however they are essentially correct.  Mr. ******* has service history with Northtown and has repeatedly expressed his displeasure with both Northtown's service and personnel.  This reached a level where it was deemed better for all parties if Mr. ******* seeks service with a dealership he is comfortable with. 

  Customer Answer

  Date: 10/02/2022

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
   I paid over $100,000 for my **** ***** from Northtown.  In the past five years I have had my **** ***** and other vehicles of mine serviced 20+ times at Northtown **** ***** and Northtown Collision.  On most occasions the service has been great. On two occasions the service was horrible, leading to me contacting Mr. H***.  On both occasions I was 100% correct.  On both occasions I professionally articulated what happened to Mr. H***.  On both occasions Mr. H*** was disrespectful and unprofessional. Mr. H*** lacks basic customer service skills and is extremely passive aggressive.  It is noteworthy, that Mr. H*** does not deny any part of my claim.  He knows I can prove 100% of my claim so he was careful not to deny it.   I would be willing to accept either of the following as a resolution:  1.  Bill H*** shall write me a written apology letter, on Northtown letterhead, bearing his signature.  The letter shall include the the following exact verbiage: "I apologize to Mr. ******* for barring him from having his car serviced at Northtown.  Mr. Mahoney spent over $100,000 on his vehicle at Northtown and has been a loyal customer.  On two occasions Northtown made mistakes (once trying to increase a quote after work had begun and a second time by not properly fulfilling a paint order on his car).  These missteps by Northtown resulted in Mr. ******* contacting me for assistance.  Instead of me handling the situations professionally, and apologizing for Northtown improperly handling the situations, I was disrespectful and passive aggressive with Mr. *******.  I shouldn't have banned Mr. ******* from bringing his vehicle(s) to Northtown, as he did nothing wrong, and I am sincerely sorry for what I did.  It won't happen again. Mr. ******* is free to bring his vehicles to Northtown in the future and I will inform our staff accordingly.  I am truly sorry for banning Mr. ******* from Northtown because he pointed out mistakes made by Northtown **** ***** and Northtown Collision."  If Bill changes any part of the aforementioned apology it may be rejected by Mr. *******.  Mr. ******* reserves the right to reject Bill's letter of apology if he is passive aggressive or for any other reason.   2.  Bill H*** and Northtown shall refund me 100% of all monies I paid for all warranties for my **** ***** (all warranties beyond the manufacturers warranties).  To be clear, the refund will be the original payments I made to purchase the warranties.  Additionally, this will not cancel the warranties, they will stay in effect, I will simply be refunded for 100% of what I paid for ALL warranties.   *It is noteworthy that Mr. H*** didn't deny any part of my complaint.  Everything that I described happened, exactly like I wrote it.  I have evidence to prove 100% of my allegations.  I welcome Mr. H*** to deny any aspect of my claims.  By not denying, and actually agreeing with my claims, Mr. H*** admits that my claims are true.   **It is unlawful to charge a customer for extended warranties, only to bar them from having their car serviced, simply because they pointed out mistakes made by Northtown.   ***No dealer would bar a customer from having their car serviced, simply because the dealer made mistakes or attempted to inflate the price, when servicing said vehicle and the customer subsequently pointed out those mistakes.    I am willing to accept either #1 or #2 above as a resolution to this matter.    Regards, 
  
  ******* ******* 

  

  Business Response

  Date: 10/06/2022

  Northtown declines.BBB also spoke with Bill at business and the following was additionally provided:The customer originally requested an estimate without the vehicle here to inspect. There was a scratch on the hood from a third party and he wanted the whole front end done and was going to charge to the third party. The night shift foreman called the manager asking why the front bumper was getting done when it was in pristine condition and would not be made better by doing. The decision was made that it was unnecessary and the customer was not charged. The customer's warranty is good anywhere in the country.