ComplaintsforIcon Collision Services, LLC

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 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.
   
  Sincerely,
  
  ***********************

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More 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 replaced instead of patched up which I could’ve gotten after shopping around but I wanted it done right. My sensors, crash system and signals were still operating so I didn’t understand what additional damage they referred to. Fast forward 4 days after picking my car up bumper came aloose as if I didn’t get it replaced. Upon further observation there was a rusted screw 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 screw in my bumper and why do the bracket on where the screw was in look so worn , he attempts to tell me I hit something again because there are scratches under the bumper, well I haven’t hit anything and the scratches I’m sure comes from driving and rubbing against low areas in the streets and different driveways but I know for sure I haven’t 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 I’m very upset considering they’ve gotten paid over $2200 and I’m 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. I’m sure every car has scratches under the bumper from driving especially if the bumper sits pretty low but their bumpers aren’t hanging off especially when you haven’t hit anything. I want a refund to to get my car fixed

  

  Business response

  06/23/2022

  Mrs. ********* is making extremely false allegations that include insurance fraud against my company to the BBB and under multiple names on social media. We have explained very reasonably what has caused her problem with the bumper and have been screamed and cussed out on multiple occasions. The damage she is complaining about is essentially what caused her original damage that she brought it in for for us to repair. Whoever drove this car that caused the original damage and the post repair damage did essentially the same thing. When the bumper is driven up onto a curb forcefully, it not only damages the bottom side of the bumper but also exerts upward pressure on the upper corners of the bumper. This stress either breaks the plastic tabs on the bumper that attach to the brackets. The brackets can also break as well. The file attached named *********NewDamage.pdf is the current state of the vehicle on 6/17/2022. All other files are related to our repair before it was delivered. Icon Collision replaced her bumper and related parts and was paid accordingly. Our warranty includes a lifetime warranty on defects in workmanship and Lexus provides a 1 year warranty on the bumper against defects. Damage caused by impact or non defective means is not covered.  I would advise Mrs. ********* to go by Lexus of Memphis and see anyone in the service department and they will tell here same thing we are. In thirty five years of business I have never met a customer so unwilling to listen to the obvious and try to exact revenge in her multiple trips up here, on social media and now to the BBB. 

  Customer response

  06/23/2022

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

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