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:06/19/2025

  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 6/3/2025 I was involved in a motor vehicle accident (2015 GMC Terrain) in which I was not at fault. I sustained some bodily injury and moderate vehicle damage. On 6/5/2025 after speaking with Icon Collision services and my insurance claims adjuster ******* (USAA), I drove my vehicle there. I spoke with Icon representative **** who assured me that my vehicle would be professionally adhered to and that he would communicate with me during each phase of the estimate and repair process. Later that day I received an emailed repair estimate from Icon of $7,750 which I believed was excessive. On 6/12/2025 I was informed by **** that my vehicle was being totaled and was given the option to settle vehicle for $12,500 or keep it (salvage) for $10,500. After seeing how expensive it was for a new car, I chose to keep it and hopefully get it fixed at a lesser cost. I spoke with **** claims adjuster Tifaany of my intentions to obtain my vehicle from Icon and she acknowledged. On 6/13/2025 my wife (*******) and I went to Icon to get my vehicle and was told by Icon employee Jace that it was disassembled and could not be released. I asked him when it would be assembled for pick up and he said he would have to ask ***** the production mgr and would contact me that afternoon. I never was contacted so I called back on Monday 6/16/2025 repeating my intentions to get my vehicle. Later that day I received a call from ***** who said that I could only get my vehicle after the insurance company pay the disassembly fee and that they would not reassemble my vehicle it would have to be towed with parts still detached from the vehicle. This is not acceptable since my vehicle did not arrive in that condition and this would cause my vehicle to depreciate and render it not functional.

  

  Business Response

  Date: 07/04/2025

  I apologize for that I missed this email from you. I will provide you the same information about Mr. ********* complaint that I provided the **************************************** dated July 1 2025, Mr. ********* expectations are not reasonable and are in fact impossible. Once a vehicle has been disassembled with this much damage, it is impossible to put back together in a manner that is safe to be driven on public roads. Icon Collision would be liable if this vehicle was put back together was in another accident because it would be being driven in a unsafe condition. I have reached out to Mr. ******* and was not able to get one sentence in before I was yelled at and hung up on. Icon Collision stands by our decision on this matter as any responsible business would. 

  Please see below.

   

   

   

  From: *** ******* <***************************************************************>
  Sent: Tuesday, July 1, 2025 11:45 AM
  To: ****** K. ******** <************************************************>
  Cc: ****** ***** <***************************************************************>; ***** ******* <*********************************************************************>; **** ****** <*****************************************************************>; **** ****** <*********************************************************************>
  Subject: RE: ***** ******* ******** Complaint Filed
  
  
  
  Ms. *********
  
  This is my response to Mr. ******** compliant filed against my company. When I read the complaint, I was sure that I could call Mr. ******* and have conversation with him explaining why his vehicle could not be put back together after we had accessed all the damage
  to his vehicle. I called him this morning in a sincere attempt to apologize if my staff had not adequately explained the reasons and why we could not put his vehicle back together to drive in a safe condition for him to drive the vehicle away from our facility. He has made up his mind that we have done something wrong and that we are operating in fraudulent manner. If he had given me the chance instead of hanging up on me, Im sure he would have understood as any reasonable person would.
  
  Icon ******** Services is a recognized ************** Certified repair center. There are very few in the surrounding area. I have attached four files for your review. They are as follows.
  Photographs of the vehicle when it was dropped off to us on June 5th followed by photographs once the vehicle was disassembled to accurately access all the damage.
  Icon Collisions repair assessment and total to repair the vehicle back to ** standards
  Mr. ******** signed contract and work authorization
  Icon Collision final bill for labor, storage, and fees for work performed to estimate and assess damages that were paid and agreed to by his insurance company.
  
  ****************************** decided to declare this vehicle a total loss. For reasons I am not aware of because Mr. ******* will not speak with me, he decided retain ownership and buy this vehicle back as salvage from his insurance company. My assumption again is that he thought we could reassemble his vehicle and he could just drive it back to his house. The reality is that there is no possible way to do that for him with a totaled vehicle. Once these damaged structural parts are removed, they will not fit or line up properly for this vehicle to be safely driven. Icon Collision would be legally liable if we put his vehicle back together is some rigged way and let him drive off the lot.
  
  I texted Mr. ******* and told him that the broken headlight and crumpled rebar were inadvertently not given to wrecker driver upon pickup and I would be glad to have them delivered to his house.
  
  In summary, this vehicle has severe structural damage and should only be repaired by a very experienced and qualified technician. It is not safe for him or his occupants for this vehicle to be driven in this condition at all.
  
  If I can be of any further assistance to you or Mr. ******** I will be glad to offer my 30 plus years of experience to give the best advise possible. I sincerely want Mr. ******* to understand that we did not do anything underhanded. If my staff did not communicate the above information to him correctly, he has my apology.
  

  
  

• Initial Complaint

  Date:01/08/2025

  Type:Order 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.

  Insurance paid all of the supplemental claim however upon pick up of the vehicle, I was informed of a difference in labor costs. The document I signed on 12/9/24 indicated that ICON would notify me in advance if any differences. THEY DID NOT and I have argued about this since pickup. I did go ahead and pay as my rental car was already turned in and I had no way home.Also, the work was not performed to standards. they left paint residue on my car. Picture is attached.

  

  Business Response

  Date: 01/23/2025

  We were able to convince her insurance company that they owed more money for the repair. We received an additional ****** which we have refunded to Ms. ******** She has been by and picked up the check and we resolved the residue issue while she waited a few minutes. I hope Ms. ******* is now satisfied with our repair and our efforts to get her a partial reimbursement. I have attached three files. The first file is our email exchange with Ms. ******** The second file is the signed contract to repair the vehicle. The third shows our reimbursement.

  Thank you,

  *** *******

• Initial Complaint

  Date:10/11/2024

  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.

  August 1, 2024, a deer struck my vehicle on the passenger side. Witnessed by a policeman. Who made a report. Damage noted at the time was a broken passenger side mirror, two dimples on the pillar between the windows, and dimples on each passenger doors. No other damage noted. My ****** dealer recommended ICON for repairs. On 8/14/24 I gave ICON my car. They kept it for 37 days the first time. The car received more damages than from the deer, while in their shop. The damages included, breaking the passenger window; chipping/pitting the windshield, which is still not fixed. ICON told me to have Progressive fix it, which sound a bit fraudulent to me. ICON also killed my cars battery; dented, dinged/chipped paint in the front bumper area and passenger door. They even painted over bugs on the front of the car! **** was unwilling to take responsibility for any of their damages. I went to my ****** dealer and met the service manager, who inspected the car with me, and advised he'd call ICON make it right. They use ICON for repairs. I bailed my car out the first time on 9/20/24, after paying hundreds in "supplemental charges". ************ refused to pay their overcharges. I was told up to 70% of ICON's non-commercial accounts are up charged, above insurance rates. It seems the customers are being fleeced by body shops and insurance companies in this "game". The owner got involved and promised to "make it right". I took my car back on 9/30/24, and they kept it for four more days to fix "most of" their damages. ****, and team lack a professional work ethic, compassion and honesty with customers. There's always delays. **** blamed Progressive and their "inability to find parts" on the market! The car was filthy inside and out, handprints, trash, dirt and "extra parts" in the spare tire area, and footprints on the inside tire cover. Very unprofessional. I would never recommend ICON or Progressive to anyone.

  

  Business Response

  Date: 10/14/2024

  I will state that our staff has done everything possible to make Mr. *** happy with our services. The allegations submitted to you are exaggerated and in most instances completely false. Icon Collision does not have commercial or insurance rates for repairs. Icon ********** rates are the same for every repair regardless of the payer for the repair. Our repairs are consistent with the damage to the vehicle and repaired according to the manufacturer's standards. Mr. ***'s assertions that he had only minor damage from the accident with the deer are not even supported by his insurance company's original estimate of $5837.99. This is not a minor repair as he suggests by his police report. Once our staff analyzed the damage vs the original insurance estimate, the actual cost to repair increased as additional repairs were not included on the insurance estimate. I have included in the attachments the signed repair authorization by Mr. *** that states clearly in red that his insurance company may or not pay for the entirety of the repair costs involved. Icon negotiates with many different insurance companies on our customers behalf as a service. Insurance companies as whole do not pay the same and in many cases try to repair the vehicle as inexpensively as possible. There are also many insurance companies that pay what is required without the owner having to pay additional. This is true in the medical industry as well. 

  The amount of time to repair the vehicle is not out of line with what was involved with this repair. Negotiating with insurance company takes time as well as ordering and receiving the parts before repairs begin.

  When Mr. *** arrived to pick up his vehicle, he was not happy with the cleanliness of the interior and also claimed we damaged his front bumper. I have included the photograph of his front bumper when he originally left us the vehicle to repair. His front bumper is covered in normal bug residue. We washed the vehicle when repairs were complete which involved removing the bug residue from the front bumper. The front bumper was not part of our repair and it very normal for us to see rock chips from highway driving on all panels on the front of the car. When Mr. *** saw these chips on his front bumper, he immediately assumed we damaged his bumper during the repair process and was unhappy about the cleanliness of the interior of his vehicle. As a matter of goodwill we told him we would repaint his front bumper and reclean the interior. We gave him our company car to drive while we performed these repairs. This process did take four days. When Mr. *** picked up he was extremely satisfied with the work we had done and was very gracious to our staff. He then brought up damage to his windshield that the thinks we caused during the repair and the weather strip on right front door. The damage to his windshield is not damage caused caused by Icon. The chips in his windshield are caused by rocks and debris hitting the windshield usually at highway speeds. This is something that anyone in the car business will tell him as well. There is not problem with his weather strip and we showed him it was the same as the other door on the opposite side of his car as well as showing him another exact model car on our lot.

  Due to various conversations we have had with Mr. ***, I do not think we can please him and I'm sure he will not accept this explanation to the BBB. In summary to his request for resolution, Icon has performed all repairs properly, the windshield is not related to Icon or our repair. The contract to repair the vehicle was between Mr. *** and Icon Collision Services. It was not with his insurance company and we will not be reimbursing Mr. *** any funds that he agreed to by signing that contract.

  We have gone above our contractual obligations by giving the benefit of the doubt on his front bumper and loaned him a car during that process that we did not have to do.

  Please see all attachments provided.

  Sincerely,

  *** *******

   

   

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22411991
  
  I am rejecting this response because:   *** ******* said it best...Once is an accident. Twice a coincidence. Three time a pattern.  ICON definitely has a pattern.  I've listed a few of over a dozen or so ICON's negative reviews. They show a pattern of abuse, intimidation, fraud, deceit, deflection, lying and cheating customers out of money for years. Just like me.  Go to their web sites...there's more.
  ***, ICON's owner, is neither honest nor factual.  I've never met or talked to this guy. I left him numerous messages to help me resolve my issues.  He never made any effort to return my calls. ICON caused more damage to my car than the deer that hit it.  While the car was in their possession, ICON broke my passenger window and lied about it. They killed my battery and added several dents and dings to the body, the passenger door and sandblasted my windshield and lied about that too.  
  I signed ICON's "up charge" form only after being assured I should do so by ***** *******.  Who told me "It's standard procedures". I asked if there would be any up charges on my car...he said no, because I have a new car.  Further, he said up charges are usually on the older cars. Obviously I was misled. I called ICON's shop manager *****, and asked him about up charges, and if he thought I would have any. He told me the same thing as *****.  I found out ICON up charges 70% or more of their repair "work". 
  I got my car back on 9/20/24.  *** *****, my ICON advisor agreed with me the car was dirty, and a mess, inside and out. He said the car "should have never left the shop like this".  *** took the car back to the shop and vacuumed the back of the car.  We also walk around of the car and *** found more damage to the bumper, fenders and passenger door caused by ICON.  
  *** said he "would love to fix the damage", if I would leave the car. *** wanted 4-7 days to repair the damage. I asked him about the damages to my windshield, he told me he wasn't involved in that and needed to talk to his boss.  *** volunteered to cover the dings on the front with touch up paint, until I was able to come back.  We both took pictures of the damage. ICON actually painted over the bugs on the front of the car. 
  *** is right about one thing. I'm not only dissatisfied, but I'm also shocked by their unprofessional, dishonest, rude, and intimidation of customers who challenge ICON's shoddy work and unprofessional work ethics.  That's why I took my car to my ****** service manager the next day, and he looked at ICON's damage. He made a call to ICON and advised them to make the repairs right.  ****** uses ICON for their repair. Clout works.  
  *** put his sales manager, ***** ******, in charge of making the repairs.  ***** called me, and said *** told him "To make Mr. *** happy with his repairs". ***** was very friendly on the phone, as most salespeople.  
  The first time I met *****, in ICON's lobby, he said he's my "best ****** and ICON's "deflector" and then went into speed talking and bullying mode.  He got in my face, and I had to tell him more than once to back off, but he kept trying to bully and intimate me. He even accused of being a liar! 
  He's very loud, aggressive, and talks like an auctioneer. I finally had to get out of my chair and put my hands out and tell him to back off.  He then went into "I'm your friend", and "going to make everything right" mode. 
  He ***** me to call ******'s Service manager and tell him, ICON is "going to make everything right". He then turns around and headed for the shop. On his way someone stopped him. He then turns back around and came back and apologize for his rude behavior, bullying and for being in my face. He was using his lower voice, and said, "I'm here to help you and make everything 100% right".  
  Progressive insurance and my ****** dealer were the reason I gave my car to ICON. I was led to believe by his intake staff there would not be any up charges. ICON had extra work because they did the additional damage.  
  I learned the hard way that Progressive won't or don't pay ICON's up charges. They leave the up charges (could be in thousands) to their customers, who have to pay out of pocket to get their cars "out of ****".  This seems to be some type of racket between local body shops and insurance companies.  The body shops over charge and insurance under pays...win for both of them, and the fleecing of their customers.

  ICON Reviews:
  * ******** rating 6/19/2023   Updated review.  do not allow icon collision in ****** ** touch your car! this is a very unethical, unprofessional, frequently insurance filing "shop" do not be fooled by their a1 reviews. all of the negative ****** reviews are true! i'm sure they persuaded people to write those fake positive reviews! 
  * 02/14/2023 I took my 2022 Tesla Model 3 to Icon Collision on January 27 as it is the only repair shop in ******* authorized to work on *****. Although it was supposed to take only 4-5 days since the parts were in and they were paid by insurance before I got there it took 17 days. They told me that I could pay the $1000 deductible when I picked it up. When I got there, they told me that the amount would be $1035 since I was paying by credit card. 
  * **** ********** on ****** 5 months ago. Not one to leave bad reviews, but this is probably the worst experience Ive had with a business. Icon gave my dad an estimate. When he went back, the quote not only more than doubled, but they also lost the medallion to my car and didnt offer to replace it. 
  * ********* A. *******, **, Jul 20, 2022. Worst experience I've ever had. I dropped off my car on said date, a week later the work hadn't even been started. ***** was unmoved by my dissatisfaction. He was nonchalant and had a blatant disregard for my time. He acted as though his time was more valuable. ICON cashed my insurance check paying for repairs! I didn't endorse the check as it was written to both me and ICON. It's definitely fraud since they didn't do any repairs on my vehicle. He stated ICON couldn't meet my expectation of getting my car back to me in 3 weeks!!  Unprofessional. No one want to rent a car indefinitely rent a car nor should they have to.  Disrespectful. Bottom line: ICON Collision has the worst customer service.
  * ****** *.  ******, ***  1.0-star rating 6/17/2022 They overcharge insurance companies for extra work not done. They CLAIM there was an additional $1300 of damage? 
  * 1.0-star rating 6/22/2022   WORST INSURANCE FRAUDING BODY SHOP IN *******. When you write a negative but TRUTHFUL review, they get very rude and unprofessional. Be aware of icons EXTRA charges and if they actually did the work they bill for and leave you disappointed after overcharging for work they don't actually do. *** the owner has a very nasty and rude attitude if you make a complaint and as a customer who received poor quality. He needs to be investigated by the Commerce, BBB, insurance agencies, *** etc
  * C C. on Birdeye.  2 years ago, this is NOT a good body shop regardless of some of their reviews. This place rigs up cars and overcharges insurance companies. They really need to be investigated for fraud and submitting claims on work they do not do on your car. 
  * Mar 3, 2020.  It has been the worst customer service experience and biggest headache. The person handling my case has dropped the ball several times. He constantly asks me to call the 3rd party insurance company and the insurance keeps telling me they cannot talk to me, and they need to talk to the person at the collision center. Icon tells me they will follow up, but they never do. They never return calls. The person is rude and acts like he doesn't remember my situation every time I call. He just blatantly doesn't want to deal with it.  I wish I could give them zero stars.
  * ******* *. Monessen, ***  2.0-star rating4/10/2019.  Allstate informed us they found the bumper that was needed for repair. However, ******* informed my son that the bumper was cheap and that if it was used for repair, it wouldn't last, and he would be bringing his car back in two weeks or every month. He picked up his vehicle on Tuesday April 2nd and on Tuesday April 9th, he noticed that the bumper was falling off. 
  There are many more negative reviews posted on ICON's web sites.

  Sincerely,

   ****** *. ***

  

  Business Response

  Date: 10/19/2024

  Icon Collision repairs on average 350 vehicles per month. We currently have a 4.8 average ****** review. This mans allegations against my company are false. He has no legal or factual standing for these false allegations. Actually, in my 30 plus years I have never encountered someone like this. I stand behind my previous response and I would ask that this matter be considered closed based on the facts I presented previously. 
  

  Sincerely,

  *** *******

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22411991
  
  I am rejecting this response because: ICON continues to simply be dishonest, unprofessional, abusive, etc.  *** is not happy with anyone challenging their Soddy work, deceit, up charges and unethical business practices as noted in their reviews.  My comments are validated by the dozens of ICON's negative reviews, and the number of their BBB complaints. That support my concerns.  They show a definite pattern of years of abusing of their customer, with deceit, dishonesty, fraud, shoddy work and intimidation...to list a few.  I will continue to voice my concerns with the other venues in ** that deal with fraud, waste and abuse. Unless ICON is willing to take responsibility for their damages, refund their up charges and the cost of having their damages ***aired at another shop.

  As noted by the 15 reviews below, that definitely shows their pattern of customer abuse. 

  1. 10/11/24.  My bad experience with ICON body shop, located in *******, **. On August 1, 2024, a deer struck my vehicle on the passenger side and witnessed by a policeman. Who wrote a ***ort. Damage noted was a broken passenger side mirror, two impression dimples on the pillar between the two side pillars as well as two dimples on each of the passenger doors. No other damage was noted.  My ****** dealer recommended ICON. They had my car for 42 days. I had to pay for a rental car. While in their shop, the passenger window was cracked/broken. It wasn't on intake. When I pick up the car on 20 September. I noticed the car had damages caused by ICON. Additional damages were breaking the passenger window. Pitting the windshield. Intake pictures don't show any damage. ICON told me to have Progressive take care of the windshield, which sounds a bit fraudulent. Even if I played their "game", I'd have to pay another $500.00 deductible and be part of what seems to be a fraudulent scheme. ICON also killed my cars battery; dented, dinged and chipped paint on the front bumper area; dented and chipped paint on the passenger door, and caused further damage by scraping it with tools and even painted over dead bugs on the front of the car!  They were unwilling to take responsibility for their damages. I went to my ****** dealer and met the service manager, who inspected the car. He advised he contract ICON and have them make it 100% right. They use ICON for all their body shop work. Because of his involvement, ****'s owner got involved and promised **** would make it right. I took my car back on 9/30/24, and they kept it for four more days to fix their damages found after getting my car home. ****, and its team lack a professional work ethic, compassion and honesty with customers. There were always delays. ICON blamed Progressive their "inability to find parts" on the open market!  I bailed out my car on 9/20/24, after paying several hundred dollars in "supplemental charges". Progressives wasn't willing to pay their overcharges. I was informed as much as 70% of ICON's non-commercial accounts are up charged, above insurance rates.  The car was also filthy inside and out. Dirty handprints, trash, dirt and "extra parts" in the spare tire area, and footprints on the inside tire cover. This is why I would not recommend ICON body shop. Nor can I recommend ********************* to cover current market cost of ***airs.

  2. 1.0 star rating 6/19/2023   Updated review.  do not allow icon collision in ****** ** touch your car! this is a very unethical, unprofessional, frequently insurance filing "shop" do not be fooled by their a1 reviews. they do " patch up" work and charge your insurance company when they know they didn't ***lace any parts. worse body shop in *******! you'd do better going to a " hole in the wall" because icon is going to fail you. all of the negative ****** reviews are true! i'm sure they persuaded people to write those fake positive reviews! im warning people about this place and i will continue to do so!
  * 02/14/2023 Complaint Type: Service or Repair Issues  BBB  Status: ResolvedMore info.  I took my 2022 Tesla Model 3 to Icon Collision on January 27 as it is the only ***air shop in ******* authorized to work on Tesla. Although it was supposed to take only 4-5 days since the parts were in and they were paid by insurance before I got there it took 17 days. That is an aside, my major complaint is after it was ***aired. I was contacted on Feb 13 that the car was ready and I could come pick it up. They told me that I could drop off my loaner from Enterprise and they would take me to Icon to pick up the car. They told me that I could pay the $1000 deductible when I picked it up. When I got there they told me that the amount would be $1035 since I was paying by credit card. I complained and told them that they had not told me either when I brought the car in OR when they called me to tell me it was ready that they added an additional charge to use a credit card. I also added that had they told me either when I brought it in OR when they called me that they would charge an additional fee I could have and would have brought a check. Their agent, *****, did not deny that I was not told this and was only told that the deductible was $1000. Since I had already returned my rental car I could not go home to get a check and was forced to pay an additional $35 to get my car released.
  Business response 02/16/2023.  Icon EV Collision Services strives for complete customer satisfaction. I have attached a copy of the authorization that ************** signed for the conditions of the ***air on his Tesla. As you can see above his signature at the bottom is our full disclosure of business that have large purchases have had to negate the cost of credit card transactions because they have risen dramatically over the years and those charges are extremely high on businesses that operate on a low net to sales ratio. Our employees are instructed to also mention this to customers and remind them before they pick up. That obviously didn't happen with **************. I wish he had asked for the owner before filing a complaint with the BBB as I would have gladly waved the ***** fee rather than lose a customer over something that small. We will be issuing a ***** check to ************** under goodwill and mailing that to him tomorrow. We appreciate his business and want him to know that were not doing anything unethical.
  3. Customer response 02/16/2023.  I DID ask ***** for a manager. He said nobody was there other than himself.He clearly knew how angry I was and I told him before I left that I planned to file a complaint. He could easily have avoided the escalation at that point had he wanted to do so. He also did not mention that the credit card fee was in the release I signed. Nevertheless I have reviewed the response from Icon in reference to complaint ID ******** and their offer is satisfactory to me.Please withdraw my complaint pending a receipt for $35. I did not have any desire to hurt the business but I do feel that their agent handled this very poorly. Had he mentioned the credit card fee when he called me to let me know the car was ready I would have gladly brought a check.
  4. **** ********** on ****** 5 months ago. Not one to leave bad reviews, but this is probably the worst experience Ive had with a business. When my dad took my car in from someone hitting it, icon gave my dad an estimate. When he went back, the quote not only more than doubled, they also lost the medallion to my car and didnt offer to ***lace it. Im sharing a before and after picture from my car being at Icon. The guy speaking with my dad even said one of their workers lost the piece while taking the car apart- not to mention, the car did not need to be taken apart for this service. Super disappointed in this business. The medallion is not an expensive piece to ***lace either- they shouldve offered to ***lace it and stuck to their quote. Honestly was not even worth going back and forth with the guy. Would not recommend taking your car here. 
  5. ********* A. *******, **, Jul 20, 2022. Worst experience I've ever had. The general manager/part owner, ***** ******, was the advisor I dealt with. I had been waiting since May for my July 12 ***air appointment. I'd contacted him a week prior to confirm my appointment and he stated it was fine to bring it in. I dropped off my car on said date, a week later the work hadn't even been started. He couldn't tell me anything about when the ***air process would start. What was point in bringing in my car for ***air if it was just going to sit there? ***** was unmoved by my dissatisfaction. He was nonchalant and had a blatant disregard for my time. He acted as though his time was more valuable. To make matters worse, ICON cashed my insurance check paying for ***airs! I didn't endorse the check as it was written to both myself and ICON. It's definitely fraud since they didn't do any ***airs on my vehicle. Needless to say, I picked up my car that afternoon. Under no uncertain terms should ICON have deposited that insurance check. I notify my insurance company to get the payment back. What I notice most in my 2 recent visits to ICON is that there are a tremendous number of damaged vehicles waiting to be ***aired in the lot and parked on the street. I remember one ***** with its bumper almost entirely ripped and just flapping off its rear end. The car had been sitting in the same spot over a week when I took mine in. In other words, they are getting people to bring them in but their cars sit for weeks. ICON can't meet the demand to their customers and ***air cars in a timely manner. ***** failed to notify me they were backlogged and "one of the guys was on vacation". ***, that's a management problem. He stated ICON couldn't meet my expectation of getting my car back to me in 3 weeks!!  Unprofessional. I wished I'd know that when I spoke to him before my appointment. Dishones. How long do you think you can hold my car hostage? No one want to rent a car indefinitely rent a car nor should they have to. When they tell you it take about 5 days to ***air, it'll be whenever they feel like getting to your car regardless of your time, needs, or reasonable expectation. Disrespectful. All the accolades of certified this and certified that, don't mean anything when they treat you like you don't matter. Bottom line: ICON Collision has the worst customer service.
  6. ****** *.  ******, ***  1.0 star rating 6/17/2022  Previous reviewIm warning everyone! DO NOT TAKE your car to Icon collision, they rigged up my bumper and charged for a new one and you can look at the brackets and tell it isn't new. They overcharge insurance companies for extra work not done. My crash system was still working , sensors, lane departure, and signals but they CLAIM there was an additional $1300 of damage ? They put a ***** old s**** in my bumper and accuse me of having an accident because of scratches under the bumper, well driving on the streets considering my car sits low I'm not arguing with the scratches but there is NO WAY my bumper should be hanging off . I took my car up there 4 days after picking it up from the shop and it was hanging off then . you can't tell me because there are scratches under the car that would make the whole side of the bumper come off like it is . My car wasnt fixed right from the beginning 
  7. 1.0 star rating 6/22/2022  Previous reviewIcon is the WORST INSURANCE FRAUDING BODY SHOP IN *******. When you write a negative but TRUTHFUL review they get very rude and unprofessional. Insurance companies need to really be aware of icons EXTRA charges and if they actually did the work they bill for. This place should not be In business something is just not right at all with this place.PLEASE RUN AWAY from this place they will " patch" your car up and leave you disappointed after overcharging for work they don't actually do. I will NEVER REFER ANYONE TO ICON. *** the owner has a very nasty and rude attitude if you make a complaint and as a customer who received poor quality I have the right to complain! He needs to be investigated by the Commerce, BBB, insurance agencies , *** etc
  * Initial Complaint:  06/22/2022  Complaint Type: Service or Repair Issues.  AnsweredMore info.  I took my car to icon on 5/5/22. After over a week past I was contacted about additional damage in excess of $1300 . My bumper clamp ( bracket ) was the only thing broken but i wanted it ***laced instead of patched up which I couldve gotten after shopping around but I wanted it done right. My sensors, crash system and signals were still operating so I didnt understand what additional damage they referred to. Fast forward 4 days after picking my car up bumper came aloose as if I didnt get it ***laced. Upon further observation there was a rusted s**** holding my bracket up and observing the condition of the bracket it looked worn out as if its the same bumper . I took my car back to icon and asked the advisor why is this old s**** in my bumper and why do the bracket on where the s**** was in look so worn , he attempts to tell me I hit something again because there are scratches under the bumper, well I havent hit anything and the scratches Im sure comes from driving and rubbing against low areas in the streets and different driveways but I know for sure I havent hit anything and there is no reason my bumper should just come apart like this unless it was not new which is what I truly believe or if it is new whoever installed it did a horrible job . Yes of course Im very upset considering theyve gotten paid over $2200 and Im stuck in the same predicament as before. Now I have to go somewhere else to pay more money out of my pocket to get my car fixed correctly. I will never refer or use icon ever again for anything . I have several witnesses at my job who saw how worn out the brackets look and they knew before how they looked and everyone thinks the same thing.. this bumper is not new or they did a horrible job because it keeps falling off. Im sure every car has scratches under the bumper from driving especially if the bumper sits pretty low but their bumpers arent hanging off especially when you havent hit anything. I want a refund to to get my car fixed
  8. C C. on Birdeye.  2 years ago  This is NOT a good body shop regardless of some of their reviews. This place rigs up cars and overcharges insurance companies . They really need to be investigated for fraud and submitting claims on work they do not do on your car. After having my car for almost a month the bumper came off 4 days after I picked it up and they put a rusted s**** to hold it together. PLEASE IM WARNING EVERYONE DO NOT LOOK AT THEIR REVIEWS THIS PLACE IS A RIP OFF AND VERY DISHONEST  
  9.  Mar 3, 2020.  I was referred to icon after someone hit my car. It has been the worst customer service experience and biggest headache. I was hit in November. It's March and I still have to play phone tag trying to get in touch and follow up with icon. The person handling my case has dropped the ball several times. He constantly asks me to call the 3rd party insurance company and the insurance keeps telling me they cannot talk to me and they need to talk to the person at the collision center. He's telling me he calls them but the insurance *** tells me they haven't heard from icon. Icon tells me they will follow up but they never do. They never return calls. The person is rude and acts like he doesn't remember my situation every time I call. He just blatantly doesn't want to deal with it. It's March and I still haven't received the follow up I was told I would receive. I will never recommend this business to anyone. I wish I could give them zero stars.
  10. ******* *. Monessen, ***  2.0 star rating4/10/2019.  My son chose them to ***air his vehicle because they was close by his home. Our insurance company was going to pay. Upon getting there my son dealt with ******* and of course everything sounded good. ******** informed us they found the bumper that was needed for ***air. However, ******* informed my son that the bumper was cheap and that if it was used for ***air it wouldn't last and he would be bringing his car back in two weeks or every month. But if he wanted he could get him a better bumper for an additional $104 dollars (that he would have to pay out of pocket). Considering what he was told my son decided to do that, even though he didn't have the extra money. He picked up his vehicle on Tuesday April 2nd and on Tuesday April 9th, he noticed that the bumper was falling off. He took it back on Wednesday morning and was told that the wrong brackets were used and they supposedly ***aired it with better brackets this time. I wholeheartedly think they used the bumper that ******** supplied but charged him extra for a supposedly new one. ******** paid them a nice amount for ***air so them doing him like that is sad. I always say when you get over and mistreat people it's going to come back to you. I will not recommend them.
  11. Aug 31, 2018.  So let me start by saying I have always ***orted to The BBB , I wrote a review a couple months back stating how I'm pleased I was with this establishment, they still had my car at this moment. Within an hour of me posting my review my fiance got a call from the owner threatening thy if I did not take my review down I could come get my car how it sat (diver side completely tore apart) my fiance convinced me to take it down until we got our car. Backstory :my fiance wrecked my Dodge Charger on my birthday. No major damage a bunch of bumps and scrapes and my alignment got knocked off track. We icon took 3 weeks to **** examine my car. Another two weeks to order parts and another two weeks putting them on. My date got changed three times price changed constantly and my phone calls were ignored. I was told if I wanted brand new parts I had to pay more ? WHO PUTS USED PARTS ON? I was spoken down to and my intelligible questioned. When we finally got my car there were major problems. My door did not shut right. My hood was not lined up. They scratched my tiny on my windshield and driver side window. I have rust damage from them leaving my car outside in the rain. Next time I will come get my car as it sits and sue the f*** out of y'all. I promise. Now call my fiance and tell him to take this down!*** *.
  12. Feb 16, 2017.  *BEWARE* These guys took my vehicle joy ride and then their ****************** left me a nasty voice mail swearing and saying it wasn't a big deal. White trash. Do not trust your vehicle here.
  13. 1.0 star rating10/8/2015   Updated review.  I chose Icon Collision to perform a paint job on a new fiberglass hood I purchased for my Camaro.  The hood was from a top manufacturer who hand-makes these hoods and test fits them to an identical car to perfect the fit.  The fit was great and the hood came in black gel coat.  Icon took the job and agreed to p*** the edges and underside of the hood where needed as well as prime, paint, and finish the hood.  I expected a professional job but what I received was much less.  The edges of the hood, which were smooth before taking it to Icon, now have paint cracking.  In addition, there are numerous pits in the paint due to improper p*** (contaminates under paint) and there was also a 3"-4" long paint run on the underside.  The hood never should have left their shop like this.  I brought the hood back to Icon the next business day to correct these issues.  Unfortunately, Icon's version of correcting the issues was to dab touch-up paint on the pits (yes on a new paint job they put touch-up paint on it) and to buff the hood again.  The did not make any attempt to fix the paint cracks on the edges or the paint run.  I was told if this fix was not good enough that I need to call and speak to the owner the next day.  I called him and was told they would not attempt to fix it further and that they never should have taken the job.  He also told me that I didn't pay them enough to do the job and expect a quality outcome.  Moral of this story is, don't expect Icon to take care of issues correctly, don't expect them to perform a quality inspection before a piece leaves their shop, and if you care about getting any paint work done right, don't take it to Icon.
  14. UPDATE:  After filing a BBB complaint, Icon Collision has failed to acknowledge that the pitting in the paint and the paint run are issues.  The only issue the owner will acknowledge is that the edges are cracking and they want me to pay them $352 for labor so that they can p*** the hood again so the paint will adhere and ***aint it...Yeah, even though I already paid them for that.  The owner even contradicted himself when he responded to the BBB claim.  In his generous offer of me paying $352 to have them ***aint/refinish the hood, he said I would be paying that money for them, "to correctly ***air the edges to a smooth edge that normal p***ping and sanding will allow the paint to adhere to." But then he said I was "confusing the what the word "p***" means." he said, "To "p***" a panel to paint simply means to p***are the existing surface for painting. That includes light sanding, spraying primer, taping off and masking for over spray."...So if I paid for that p*** already (its on my bill..."P*** Unprimed Fiberglass"), why wasn't it done right and why should I have to pay again? Also, the paint run is a completely unacceptable issue all in itself.  No paint shop should ever let ANY finished piece come out of their shop with a run.  Runs don't happen due to improper p***, runs happen because the panel wasn't painted correctly.  They can be corrected prior to clear coat with some wet sanding, but once the clear coat is on, that portion will have to be ***ainted and blended at a minimum. Honestly at this point I don't even want them to touch my car anymore, I don't trust them not to mess it up.  I requested a partial refund from them so I could get it fixed from another shop and I am still in contact with TN Consumer Affairs trying to get the issue resolved.  Unfortunately, BBB closed the complaint saying Icon tried to make it right, even though they didn't even address the pitting or the paint run. Don't just walk, RUN away from Icon Collision.  Its not worth the hassle.
  15. 12/22/2011. Overall.  Read and saw good reviews about them and was recommended to them. A ***air that was to take 10 days max took 3 weeks. Had no updates on it and was lied to about when it would be done. Had to call to check the status on it. Finally after week 3, I just went there one afternoon and sat for and hour and a half to wait on it. Got it back and it wasn't cleaned, the interior had nothing but dust in it.
  

  Sincerely,

  ****** *. Don

  

  Business Response

  Date: 10/19/2024

  This man is displaying what I believe to be *****************************. It is obvious he has decided to try and harm my business in anyway possible. Icon Collision has repaired over ****** vehicles in our 20 years in business. This man tries to use 15 concerns to show a pattern of some kind of evidence of bad business. I ask you to disregard the fact he is trying to use years old reviews of others for his complaint. Review of his complaint should stand on his issues alone. I stand on my record with the BBB A+ rating and the excellent reputation of my business over the past 20 years. If the BBB has any other questions then you are always welcome to call me. Otherwise, this will be my last response on this matter. 
  

  Sincerely, 

  *** *******

  Customer Answer

  Date: 10/19/2024

   
  Complaint: 22411991  
  
  I am rejecting this response because: My comments are factual and supported by my numerous emails, texts, photos; up charges, and phone calls (when returned). I simply wanted to get the damage to my car repaired.  ICON touts, "they will repair cars, to as good as new condition".  ***** comments, "I ask you to disregard the fact he is trying to use years old reviews of others for his complaint". Is confusing at best. He simply wants to ignore the posted facts.  Further, "His complaint should stand on his issues alone".  My review, as the others posted, supports ICON's pattern of abuses. The posts range from 2024, 2023, 2022, 2021, and so on. They show a clear pattern of ICONs abuses. His comment, "years of old reviews", shows ICONs been abusing customers for years. My question, why are the majority of ICONs customers up charged, above what insurance companies are willing to pay?  A bigger question...why does any insurance company continue to send their customers to ICON, knowing most will be up charged?  This seems to be some type of scam between body shops and some insurance companies. I will do more research on up charging, and why it's allowed.  I'm sure it's going to be educational to say the least. It's shameful ICON won't take responsibility for the thousands of dollars in damages they did to my car, while in their "repair shop", and where even comfortable to up charge me for their damage! Amazing.
  Sincerely,
  
  ****** *. ***

  

  Business Response

  Date: 10/21/2024

  There is no Scam as he alleges. Maybe my website will help all involved understand how the collision repair industry works.

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  *********************************************************

  Icon Collision does not rely on ***************** referrals. This man's dealership referred him not his insurance company. Now there are "thousands" of dollars of damage to his vehicle. This is new to me and has not been mentioned in his previous statements. If you notice he has not made one complaint about the repairs we made and charged for. Only other "damage" are we accused of. He wrongly assumes that there is some type of collusion. Again, Icon charges are consistent. We do not charge differently based on estimates from one insurance company to another. The insurance companies differ greatly on what they pay for labor rates, material rates, type of parts used and procedures that have to be performed for safe repairs.

   

  Customer Answer

  Date: 10/21/2024

   
  Complaint: 22411991
  
  I am rejecting this response because:  ICON continues doing what it does best, as ***** ICONs salesman says..."Deflect"... and continue to deny and deny some more, and not take any responsibility for their shoddy work, or damages caused to my car.  After being hit by the deer, getting a police ***ort, and taking pictures of the damage on 8/1/24, I called Progressive.  They asked If I had a shop for the ***airs. I told her to contact my car dealer, *** ***** ****** in ********  She called back and advised they no longer do their own work and rereferred her to ICON.  I asked her if *********** had a vendors list of shops they like to work with. She said no and had no issues with using ICON.  Progressive then called ICON and made the appointment with ***** *******, ICON's intalk person for 8/14/24.  She called me back and gave me ******* contact info and the intake date of the 14th.  That's how I ended up with ICON.  She also gave me a local Progressive agent to contact prior to 8/14/24. He was to meet me at ICON on the 14th. That didn't happen. ***** said he'd call him, as he's "usually there to help with their estimates on ***airs".  My ************* *** showed up on the 15th, took pictures noted no additional damage. The damages noted in the police ***ort and pictures taken at the time were a broken side mirror, 2 dimples to the pillar between the pax side window and windshield, and a couple of dimples on each passenger side doors. Nothing more. The pictures show no damage to the windshield or pax windows from the deer. On the 14th ***** and I walk around my car, and we took picture of the windows, windshield and dimples on the side doors caused by the deer.  There was no window damage at that time noted by me or *****. The car was clean on the inside but wasn't washed because of exposed **** ***** from the broken mirror, and fear of causing more damage. After a day in ICON's shop, my Progressive *** visited ICON and looked over the car. He called and asked if the pax window was broken by the deer. It was not. He told me it was now and sent pictures of ICONs damage. **** denied they broke the window. My *** also sent me more pictures of ICONs additional damaged while in their shop, caused by shoddy work, both inside and outside of the car.  ICON denied this damage as well.  ICON also killed my new battery and denied it, but "out of goodwill" would ***lace it.  My battery is under warranty, and ICON had ****** ***lace it at no cost. They also dented and dinged several areas of the car and sandblasted the windshield and denied that. The windshield is still heavily damaged, prompting my first letter to the BBB. ICON refused to ***lace the pitted, chip and scratch windshield they damaged. ICON said the windshield was damaged when they took procession of the car on the 14th. It wasn't. I have pictures as does ICONs ***** ******* on the day of intake. I asked *****, ICONs salesman to look at their intake photos.  ***** and ***** brought up their pics on his computer.  After looking at them several times, ***** declared their photos were too fuzzy and couldn't find the damage on intake. I asked to see them, and he refused. They just continued to deny the damage.  At this point, several of ICON staff, ***** included, told me to have Progressive fix it and pay for it. Sounds like fraud to me! Why would ICON think Progressive would or should pay for damages caused by ****? Why would ICON even think I would help them in their fraud scheme?  ICON must have been doing this for a while...they were very comfortable telling me to defraud Progressive.  The estimate from my car dealer to ***lace the windshield, with labor is over $1,000.00.  ICON upcharges me hundreds of dollars for "***airs" above what Progressive was willing to pay for their "shoddy work".  ICON did ***lace the broken pax window after Progressive showed them pictures taken on intake. The window ICON ***laced does not function as the original.  The window on the pax side now causes excessive wind, and road noise, and doesn't fully seal at the top.  ICON continues to deflect and be dishonest in every response to BBB inquiries.  ***, ICONs owner can call me whatever he wants. I'm simply another disgruntled ICON customer they have abused and taken advantage of, as supported by their reviews.  I've been cheated and lied too by ICON, and I won't go away anytime soon. As noted in my prior responses.  Unless ICON is willing to take responsibility for their damages, "up charges" and shoddy work, and "man up" to cover the costs to have my windshield ***lace and refund their up charges.  Just like a "dog with a bone", I intend to continue to seek further assistance from ***************************** TN State ******************** outlets, and any other resource available to help me made "whole" for ICONs damages. ICON had my car for over 40 days, and I had to pay for a rental car out of pocket during that time. I was told at intake ***airs should take about two weeks (14 days).  My rental car cost was over $1000.00. To their credit, and "out of goodwill", ICON gave me a loaner for the last 4 days. Which they needed to ***air their dings, dents and their other damages to my car. But still refuses to ***lace the windshield they damaged as well.

  Sincerely,
  
  ****** *. Don

  

  Business Response

  Date: 10/24/2024

  Continuing this conversation is pointless. We have gone above and beyond trying to make this customer happy. His accusations keep growing from the original complaint. They are false as well as libelous. I am not responding anymore as this is just fodder for him. I stand behind our repairs and our attempted resolution. I strongly deny any unethical contact on our part as he asserts. Please close this file.

  

  Business Response

  Date: 10/25/2024

  Continuing this conversation is pointless. We have gone above and beyond trying to make this customer happy. His accusations keep growing from the original complaint. They are false as well as libelous. I am not responding anymore as this is just fodder for him. I stand behind our repairs and our attempted resolution. I strongly deny any unethical contact on our part as he asserts. Please close this file.

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 repaired by ICON Collision Services. I picked up my car on July 25, 2024. My insurance company paid over $6,600 for the repairs, and, after some negotiation with the ICON's manager, I paid the remaining balance due of $9.31. After I left with my car, the insurance company paid ICON an additional $25.65 leaving a credit balance due to me. ICON is requiring that I return to their shop to pick up a check for the credit. ICON's shop is a 24 mile round trip from my home and the drive would take approximately 45 minutes. I am a senior citizen and have mobility issues. ICON's request that I return to pick up this small check is unreasonable. I requested that ICON mail a check to me but they refused, claiming their concerns about washed checks. I also suggested that they could take my credit card number over the phone and issue a credit for the balance due. ICON previously had my credit card number when I paid the $9.31 balance. They could also issue an electronic funds transfer to my bank ********** ICON permitted to require me to return to their place of business to pick up the refund due to me? Does ********* law allow this?

  

  Business Response

  Date: 09/23/2024

  This matter has been resolved and he has agreed to withdraw his complaint

  

  Business Response

  Date: 09/23/2024

  This matter has been resolved and this person has agreed to withdraw his complaint 

  Customer Answer

  Date: 09/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
  
  ICON would not mail a refund do to washed check concerns, nor would they send an EFT or credit my credit card.  They resolved my complaint by delivering the refund to my State Farm agent's office. 
  

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

  ******************

  **********, ********

  
  

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 2022 Tesla Model 3 to Icon Collision on January 27 as it is the only repair shop in ******* authorized to work on Tesla. Although it was supposed to take only 4-5 days since the parts were in and they were paid by insurance before I got there it took 17 days. That is an aside, my major complaint is after it was repaired. I was contacted on Feb 13 that the car was ready and I could come pick it up. They told me that I could drop off my loaner from Enterprise and they would take me to Icon to pick up the car. They told me that I could pay the $1000 deductible when I picked it up. When I got there they told me that the amount would be $1035 since I was paying by credit card. I complained and told them that they had not told me either when I brought the car in OR when they called me to tell me it was ready that they added an additional charge to use a credit card. I also added that had they told me either when I brought it in OR when they called me that they would charge an additional fee I could have and would have brought a check. Their agent, *****, did not deny that I was not told this and was only told that the deductible was $1000. Since I had already returned my rental car I could not go home to get a check and was forced to pay an additional $35 to get my car released.

  

  Business Response

  Date: 02/16/2023

  Icon EV Collision Services strives for complete customer satisfaction. I have attached a copy of the authorization that ************** signed for the conditions of the repair on his Tesla. As you can see above his signature at the bottom is our full disclosure of the 3.5 percent charge on credit card purchases. We along with most business that have large purchases have had to negate the cost of credit card transactions because they have risen dramatically over the years and those charges are extremely high on businesses that operate on a low net to sales ratio. Our employees are instructed to also mention this to customers and remind them before they pick up. That obviously didn't happen with **************. I wish he had asked for the owner before filing a complaint with the BBB as I would have gladly waved the ***** fee rather than lose a customer over something that small. We will be issuing a ***** check to ************** under goodwill and mailing that to him tomorrow. We appreciate his business and want him to know that were not doing anything unethical.

  Customer Answer

  Date: 02/16/2023

   
  I DID ask ***** for a manager. He said nobody was there other than himself.He clearly knew how angry I was and I told him before I left that I planned to file a complaint. He could easily have avoided the escalation at that point had he wanted to do so. He also did not mention that the credit card fee was in the release I signed.
  

  Nevertheless I have reviewed the response from Icon in reference to complaint ID ******** and their offer is satisfactory to me.Please withdraw my complaint pending a receipt for $35. I did not have any desire to hurt the business but I do feel that their agent handled this very poorly. Had he mentioned the credit card fee when he called me to let me know the car was ready I would have gladly brought a check.
   
  Sincerely,
  
  ***********************