Complaints

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

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  Leif's Auto Collision Centers LLC

  14280 SW 72nd Ave Portland, OR 97224-8010

• 

  Leif's Auto Collision Centers LLC

  14344 SW 72nd Ave Portland, OR 97224-8011

• 

  Leif's Auto Collision Centers LLC

  11225 SW Greenburg Rd Portland, OR 97223

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:11/07/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  ****'s mantra in all their ads is "we work for you." and they tout themselves as "the finest in collision repair."We took our vehicle solely because of these claims. We regret doing so.Took vehicle in for repair on 10/17/22. No estimate given, however repair was minor, estimated at $1600.****'s will not provide any update on timing estimate to us the customer or to the insurance company paying for the repair. They will not provide an update to the insurance company despite claiming in email that they will if the insurance company calls, yet they have not after multiple tries.As a result, we are in a bind. The insurance company has threatened cancellation of our rental vehicle if they did not get an update by 11/4. While this may be against ****** state law, it should not be the customer's responsibility to fight this, ****'s should provide an update and in any case, the customer should be provided an update on status. Lack of communication on status is one complaint. The other being unprofessionalness. ****'s customer service agent, ******, has been extremely rude to my wife when she has called for updates. Stating that this "could take months" and leaving us in the dark. Despite being informed of my displeasure with their service, they have not made any amends to the situation. Had we known this is their business practices, we would have elected another body shop.Best, *********************************

  Business Response

  Date: 11/08/2022

  Thanks for your inquiry.  As you know you approved the problems that the insurance company caused on November 1st. We then were able to start.  We tried to call you yesterday to give you an update but your mailbox is full.  Please clear your mailbox so we can update you.  Vehicle is on schedule

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18371888
  
  I am rejecting this response because: I am asking for a timing update in weeks, days etc for completion. This has not been provided. And this is separate from the insurance issue. Business has my email address ***************************** and has stated that an update would be provided (11/3 and 11/4). "**** is really busy" was excuse.

   

  Lack of mailbox space should not be an excuse for not providing an update. Further, I was never emailed with the fact that they "would like to provide an update however my mailbox was full."

   

  Business is inadequate for future use. Just finish the job please. 
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 11/17/2022

  We appreciate your additional response.  We respectfully stand behind our first statement

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18371888
  
  I am rejecting this response because: no additional information was provided. Lack of response exemplifies that clearly does not value this consumer. There will not be repeat business and will be an NPS detractor in any discussions with friends. Detractor means not willing to recommend business to others.= Negative future revenue impact.

  It is sad and clear that Leifs is not a customer or NPS driven business. This is how you grow market share. Otherwise they would offer a response. Standing by first statement shows lack of character.

  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:11/05/2022

  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.

  March 2nd- Aug 18th approximate.My vehicle was involved in a car accident on Feb 18, 2022, I chose *************** Collision Center as my repair facility based on their advertising. I dropped my truck off on March 2nd (ish) for repair. They said a few weeks or so to fix. ****'s ran into parts supply issues pushing my repair to take 5months and 19days.Car rental fees ran over $6200. Allstate (the person's insurance who caused the accident) said the 5 months and 19 days were excessive to fix the truck. ****'s emailed them a time line of the repair. Allstate is only willing to pay 55days or approx $1800 of the rental expense I incurred. Allstate cited they need invoice documentation to demonstrate the delay in parts. I have repeated asked ****'s to provide documentation of invoices showing when the parts arrived to substantiate the long repair timeline. ****'s has repeatedly said they will not provide any invoice documentation. Only the handwritten emails is what they will provide. This could all be easily resolved if ****'s will provide Allstate with the needed documentation of invoices to proved the delay in receiving parts.

  Business Response

  Date: 11/07/2022

  The documentation provided is not only sufficient but stands up in courts of law.  There is no manufacturer proof of back order parts. As a service we provide, we will show up for and court case you pursue against the person who hit you and is ultimately responsible.  The pandemic has been hard on all supply chains and Allstate knows this.  You need to file a complaint against Allstate for their disregard of written proof given to you.

  Customer Answer

  Date: 11/07/2022

  I am rejecting this solution.  The simple answer here is to provide a photo copy on the invoice of the delayed part involved.  That would solve the situation with Allstate.  The invoice is a provable document vs hearsay from a handwritten email.

   
  Complaint: 18364527
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

   

   

• Initial Complaint

  Date:11/03/2022

  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 took my car to ****'s on sept 19th. I received only 3 emails during the time my car was in their care. Sept 21st, 23rd, and Nov 1st. Their communication with customers is one of the worst experiences of my life. I had to call repeatedly in order to get any news of the work on my car. I was treated with a dismissive attitude, rudeness and one-word answers. I.e.. (Can you tell me what's going on with my car? "No" your case manager isn't here and I cant tell you anything.) When I finally was contacted by them, on Nov 1st, I was informed that there was an additional charge of over $350 that I would be responsible for, even though a 3rd party adjuster had gotten involved. I'm sure that they would reply that the extra charges were addressed in my contract as a possibility, but no clear communication was given during the whole process. My car was there from sept 19th to nov 2nd. The damage to my car was a back door and some of the door jam. It's a **** fiesta, not something hard to get parts for. When I did pick up the car, I was told that all the repairs are covered by a lifetime warranty, unless "someone else in the auto body field looks at it, which then voids the warranty". What?? That makes no sense. Even when I tried to voice my complaints (without yelling or finger-pointing), I tried to say "it must be a bad policy, but I had a bad customer service experience", the representative turned it back on me saying that I called 'everyday' (although it was every 2 days for 10 days, then I waited 6 days and then another 4 days). She was unwilling to even entertain my complaint for a few seconds. (Probably because she hears it all the time). Please do something about their blatant abuse of power and using small bits of 'legal jargon' to surprise and force more money from the customer last minute. Of course I paid the extra, they had my car and wouldn't release it without full payment of the numbers they came up with.

  Business Response

  Date: 11/15/2022

  
  We appreciate your review. With over 32 years in business and the largest independent collision center in *******,  weve worked with hundreds of thousands of consumers across the northwest and always strive to make life easier for all accident victims.
  
  An internal investigation revealed the following:
  1  We communicated with you 11 times.
  2  Parts, no matter the make or model are not readily available.  The randomness of today's supply chain problems strikes everywhere.
  3  GEICO refused to honor their own independent third partys market pricing recommendations.
  4  Parts delays are unfortunately a huge part of the problem that affects everyone that is involved in an accident post COVID

• Initial Complaint

  Date:10/21/2022

  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.

  On 8/30/2022. My wife dropped off my car to have an estimate done at ****'s. On 8/19/2022 her car was backed into by a truck. CRST the trucking company is taking full responsibility. Claim # ******. After weeks later I received a letter form CRST dated 9/26/2022. They would only pay $6899.21 of the $9025.95. In the letter it states *************** was uncooperative in attempting to reach an agreement. I called CRST. I asked why is there $2126.74. **** at CRST told me. There is parts and labor, that don't belong to my car on the estimate. And ****'s will not negotiate the estimate. I asked CRST to send me the estimate and there audit report. Note I had asked ****'s for the documents they said no. After checking into the claim CRST has made. There are parts that don't belong to my car. On the estimate. I asked if CRST will try again to contact ****'s. A few days later. **** tells me that ACE the audit company has spoken to ****'s.But ****'s will not negotiate any item on the estimate. So I sent an email to ****'s asking for my car back. There in breach of the agreement I had made with them. In the agreement it clearly states they will negotiate with the party responsible for paying. They didn't. Also trying to get CRST to pay for parts that don't belong to my car is fraud. Also a breach in the agreement. Now ****'s wants me to pay them $5321.20 to release my car. The car is not worth $5321.20 in the state it is in now. I need help.

  Business Response

  Date: 10/25/2022

  Good Morning,

  
  ***************************** dropped off his vehicle on August 30, 2022 and asked us in writing to repair his vehicle.
  

  We processed his vehicle in our facility on September 1-2 and prepared to write a bid after Labor Day weekend.
  

  On Tuesday, September 6, 2022, **************** came in and demanded to pull his vehicle. We gave him an invoice for our services and storage fees over the weekend. Later that day, his wife called and apologized for his abusive behavior and asked us to continue. We placed the vehicle back into the production line and wrote and estimate and sent it to the trucking company on September 14, 2022 attention ******* ****.  Ms.**** replied it was under review.
  

  On October 10, 2022, we received an estimate from the trucking company, missing approximately $3000 of needed repairs, including the trunk lid which was the center point of impact next to the left quarter. Additionally,the trucking company denied pre-loss condition parts, materials, and procedures.
  We informed **************** that he had several choices:
  

                  1 Only repair what they covered.
                  2 Go thru his own insurer.
                  3 Cover the difference for a pre-loss repair.
  
  He refused all his options.
  

  The bumper parts listed on our sheet are per VIN. Reviewing our sheet, the left exhaust extension should have come up on the computer as the bumper molding, which is a one-time use part.
  

  **************** refused all options and asked again to pull his vehicle. We prepared for **************** another new invoice for the additional storage and services rendered.
  

  Leifs Auto is ready and able to preform repairs that *************** wants done. We are waiting for him to decide how he would like to proceed.
  

  Should you have any further questions, please do not hesitate to contact us via email or at *************. Thank you.

   

  Customer Answer

  Date: 11/01/2022

   
  Complaint: 18296314
  
  I am rejecting this response because:

  ****'s beached our agreement. They did not give me or the **** any options. They refused to negotiate with ****. And were given two chances to negotiate with ****. Refused to remove the parts and labor that do not belong to my car. Myself and **** have been working in good faith. ****'s has not.  Now they want over $5000 to release my car. As is the car is not worth $5000. I just want the car back so I can take it to another body shop. 
  
  Sincerely,
  
  *************************