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:09/14/2023

  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.

  I had an accident 12/05/2022 and had my truck towed to B&M on 12/09/2022. I was told by the owner that he could repair my vehicle with no problem. My truck was driven by the owner to multiple locations for different repairs to be done (glass shop, muffler shop, body shop and then ******** My truck was taken to the body shop 3 times because the body guy that the owner knew couldnt get my truck to line up correctly and he didnt finish the alignment. The owner took my truck to ****** for the repairs to be finalized there on 05/22/2023. My truck was at ****** from 05/22/2023-06/13 and still in the same condition that the owner left it in. ****** had no knowledge that my vehicle was on their lot to get repaired. I went to go get my vehicle because I needed it back because to get around. When I got there, I had to get a boost because my battery was completely dead. My battery was perfectly fine when it was taken to B&M. I had to call around ******* to find a shop to complete the repairs. I had to file a different claim because my wires under the hood had been chewed up by rodents and the insurance company wouldnt cover it because this happened after the first claim had been filed. So I had to wait an additional 30 days or so to get my car back from the second repair shop. The second shop was only able to fix the wiring and not the multiple things that B&M didnt finish because the insurance company wouldnt pay for it. So my bumper is loose, paint is chipped and the alignment is incomplete. The owner sent a text to me saying that I was going to jail because I went and picked my vehicle up from ******. The insurance company sent out 2 checks for the original claim, one to the owner to start the repairs and the second to me to give to him once the repairs were done. The insurance company had to send out another check to the owner because the one 2nd check I had expired. The owner signed my name on the check and cashed it without my knowledge.

  Business Response

  Date: 09/29/2023

  To whom it may concern,
          This is the second complaint this customer has filed, as the first one has already been closed. I am attaching our response to the first complaint in regard to the timing of her vehicle repairs below. The customer stated that we had "driven the vehicle to multiple locations". The 3rd party vendors that this vehicle had to go to for special repairs are within walking distance to our shop, just a few doors down, and with the customers knowledge. The customer's husband came to the shop to view the repairs of the vehicle and was in frequent communication with us about the progress. The final thing that needed to be done was the calibration of the rear sensors. The calibration was only able to be completed by a Lexus/Toyota dealership. There were no warning lights on this vehicle when it left our shop, other than for the rear senors. As stated in the previous response, we took the vehicle to a local dealership for that. The customer retrieved the vehicle from there without our knowledge. She was also very aware that we had to take it there and is how she knew where to retrieve it from. The customer claims that she took the vehicle to another shop. We are not responsible for repair timing for another shop. She also states that she filed a different claim for wiring repair, that was not related to this accident, and has nothing to do with the repairs made by our shop. We did not complete any work to the front of her vehicle, as it was hit in the rear end. There is a picture of and a note from another shop about a missing front driver fender liner. This was not of our fault, as we didn't repair this part of the vehicle. The customer stated that the vehicle "alignment is incomplete". This is not true, as we had the alignment completed at El ****** Tire, next door to our shop. If the customer's battery was no good, we would have replaced it before delivering the vehicle to her. Also, if there were any additional damages to parts or paint, we would have fixed that before returning the vehicle to her as well. There was no damage to any of these before the vehicle left our shop. Upon arriving back to our shop from the dealership, we would have fixed anything needed. However, we were not given that opportunity since the customer went and got the vehicle, and we had no way of inspecting it after leaving the dealership. As far as we know, the vehicle was complete with no additional damage. The customer wanted to keep the initial payment, attempted to put a stop payment on the check, and requested the insurance company to issue the check again(to her only). The insurance company did not allow her do to this. Therefore, she is upset that her plan to keep a big portion of the money owed to the shop for completed repairs failed. She also still owes the shop the $500 deductible. The customer states that she got her vehicle back from the other shop in July but did not file this complaint until September.
  
  Our response from 6/12/2023:    To whom it may concern,        The customer is upset due to the length of time that it is taking to repair her vehicle. The vehicle was rear ended, leaving almost $17k in damages. Along with extensive framework, this vehicle required the entire rear end, rear body and floor to be replaced. We explained to the customer that the biggest part that was needed was the liftgate, which was and still is on a national backorder. This can be confirmed by calling any Lexus dealership. We also tried to explain to the customer that we had to have the liftgate before ANY repairs/framework could be done so that the alignment for all components would be accurate. After waiting months, with several orders ahead of us for this particular liftgate, we were very fortunate to have a great relationship with the local Lexus dealership's parts department and was offered a liftgate that was canceled by another customer. Although almost every autobody shop in ******* will tell you that they are 3+ months behind, we began the repairs on this vehicle right away and explained to the customer that this would be a lengthy process with the frame and body work, and also having to go to a glass, an alignment, and a muffler shop as well. After completing everything that we needed to, the vehicle was taken to the local dealership and has been there for the past few weeks awaiting sensor calibrations. We have no control on timing of repairs for other facilities. We have communicated all of this with the customer and have also compensated her with rental expenses, prior to this complaint being made.

  Customer Answer

  Date: 10/09/2023

   
  Complaint: 20606423
  
  I am rejecting this response because: My car still need repairs and the insurance check was signed by someone at B&M and cashed without my knowledge. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/17/2023

  To whom it *** concern,
  
          As stated previously, there were no additional repairs needed to the vehicle when it left our shop. We take final pictures and review all vehicles/repaired damages with our customers upon delivery from our shop. We were not given the opportunity to assess the vehicle after leaving the dealership for any damages that *** have occurred there, since the customer took it from there without our knowledge. Any additional damages as of today could have been at fault of the customer or body shop that the customer took her vehicle to. Even the invoice from the second body shop that the customer took her vehicle to listed a missing fender liner, that had nothing to do with our shop, but did not list any other body work wrong with the vehicle. If there were things that needed to be fixed/corrected with her vehicle when she retrieved it, she should have brought the vehicle to us immediately for our shop and insurance company to assess. However, she did not do this because nothing was wrong with the vehicle at that time, and also because she planned on not paying the shop in full and keeping a portion of the insurance money owed to us. The insurance company was aware of this and did not agree with her not paying us in full. The customer still owes the shop her deductible. We attempted to work with the customer in several ways, including compensating her for rental expenses due to her parts being on national backorder, which is not a requirement of any shop. We are also requesting that the image containing the banking information for the insurance company be removed for privacy and legal purposes. 

• Initial Complaint

  Date:05/30/2023

  Type:Customer Service 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 car was involved in a accident 12/22.I spoke with my ***** to see if he could do the job. He started that he could. My car has been in the shop for 5 months going on 6 months. Every time I speak with him its a different story. I called him Wednesday of last week he didnt answer my phone call. He is lying and giving me the run around. He will not give me and ****** answer. Im tired of going back and forward with him

  Business Response

  Date: 06/12/2023

  To whom it may concern, 
  
          The customer is upset due to the length of time that it is taking to repair her vehicle. The vehicle was rear ended, leaving almost $17k in damages. Along with extensive frame work, this vehicle required the entire rear end, rear body and floor to be replaced. We explained to the customer that the biggest part that was needed was the liftgate, which was and still is on a national backorder. This can be confirmed by calling any Lexus dealership. We also tried to explain to the customer that we had to have the liftgate before ANY repairs/frame work could be done so that the alignment for all components would be accurate. After waiting months, with several orders ahead of us for this particular liftgate, we were very fortunate to have a great relationship with the local Lexus dealership's parts department and was offered a liftgate that was canceled by another customer. Although almost every autobody shop in ******* will tell you that they are 3+ months behind, we began the repairs on this vehicle right away and explained to the customer that this would be a lengthy process with the frame and body work, and also having to go to a glass, an alignment, and a muffler shop as well. After completing everything that we needed to, the vehicle was taken to the local dealership and has been there for the past few weeks awaiting sensor calibrations. We have no control on timing of repairs for other facilities. We have communicated all of this with the customer and have also compensated her with rental expenses, prior to this complaint being made.