ComplaintsforKey Collision Center
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Complaint Details
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Initial Complaint
10/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In November 2021, about a mile out of my neighborhood, on ******* Levy, in ************, I hit a deer, with my 2020 Maserati. I was instructed by the Maserati dealership to take my vehicle to Apex collision, in ********. The vehicle was in their hands November 27, 2021. As of January 1, 2022, the business was sold to Key collision center. It took 7 1/2-8 months, of me calling every 2-3 weeks, and getting a constant runaround to finally get my vehicle back. During that 7 1/2-8 months when I called, I was given one story from the manager, a different story from a automotive tech, and a different story from the receptionist. Nothing ever added up. First they were waiting for parts, then I was told they had the parts, then I was told theyve had the parts for a month. When I finally had my car returned to me, part of it was not painted with a finishing coat, and the hood and other parts were inadequately painted, it was not smooth. I called and talked to the manager ******, at the end of August and asked him when would would be a good time to bring it in back to have it repainted, that they would have it ready in the least amount of time. He told me September 12, and it should take one week. It was delivered to him on September 12th, and after being out of country and returning on the 26th, I called, and again I was getting a runaround about their painter being unavailable, having issues, etc, just to get it repainted. I called again,they told me that there had been a chemical reaction with the paint, they would have to buy a sandblaster, and redo it. Then the beginning of this week I was called and said they were going to have to order another hood. They have had my vehicle again over a month just to correct the painting on this vehicle that they did not get right the first time. When I had the accident I had only owned this vehicle for one year, over the last near one year, Ive only been able to drive it less then one month, because they have had my vehicle.Business response
10/20/2022
Good morning,
Thank you for this inquiry. The length of repair time to repair ********************************* vehicle has been disappointing and frustrating for us as well. The repairs were very extensive and complicated due to lengthy backordered parts, often with no delivery expectation from Maserati and further delayed due to contentious negotiations with her insurance company. Upon completion of the vehicle, the dealership found additional damages not evident during the repairs. We completed those repairs; however, a problem arose with the painting of the hood requiring it to be stripped and repainted again. I am pleased to say that we have completed this work, the customer has had a family member review the work and it is scheduled to be picked up by the customer this afternoon. The primary delay in this repair was due to the difficult and length process of ordering parts from Maserati, and we endeavored to make the process as smooth as possible. Communication concerns have been addressed internally. I hope and expect that the customer will be satisfied and that this matter is closed and consistent with her desired outcome.
Sincerely,
*******************
Customer response
10/25/2022
Complaint: 18224878
I am rejecting this response because: The response stated that the vehicle was ready Thursday, October 20, 2022, and that a family member was contacted. No one in my family or myself was contacted. I just called Key Collision and it is not ready, and said that I would potentially have the vehicle by this Friday October 28th. Why the *** would state that it was ready the 20th, is an example of the constant ran around.
Sincerely,
*****************************Business response
11/15/2022
Good afternoon,
Thank you for the follow up to my initial response. I have had extensive conversations with the location manager regarding this repair and complaint. The manager has verified that our previous response is accurate in both dates and occurrences. A gentleman did indeed come to our shop and identified himself as a relative of ********************** (we took him at his word and did not request any additional proof), he approved of the steps taken re: refinish of the affected panels. The vehicle was returned to the dealership on the date indicated, however we have no additional feedback on when the dealership contacted the customer to ultimately pick up her Maserati. Again, we are disappointed and frustrated with the events as well. As a result of this incident, vehicle will only be delivered from our location going forward and not the dealership. I would be happy to review any additional documentation or issue brought forth by the customer, however if it is a delivery or contact miscommunication with the dealership, they would be better suited to answer those inquiries.
Sincerely,
*******************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.