ComplaintsforContinental Collision Center

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was kept for entirely too long and no one had any idea where it was or what was being worked on. After pressuring the body shop through management, they seemed to be on top of things. My car was suddenly ready within the week. When it was returned to me they assured me that it had been test driven and was safe to operate. About a week later I was traveling at ***** mph when the steering wheel disconnected from the front axle. I was barely able to navigate the car to a safe location on the curb after driving through two lanes of oncoming traffic. At highway speeds I could have died. After having it towed to a mechanic I was told that the new parts replaced in my vehicle were not connected properly and road vibration caused the steering to become nonexistent. Through this ordeal another component in the steering column was damaged and needed to be replaced. Again, I could have died and had to come out of pocket to pay for the repairs.

  Business response

  04/17/2023

  ***************, thank you for allowing me to speak with you about your experience. This feedback does not reflect the kind of services we aim to provide, and Id like to apologize for the inconveniences you experienced. As discussed, this situation has been communicated about internally and we will use this as a coaching tool for the future. I have also spoken with the shop that performed corrective repairs on your vehicle, and I will have a check sent to your home right away. If further assistance is desired at any time, please do not hesitate to contact me directly at ************************************************************************** and I will be happy to help. Thank you again for giving me the opportunity to serve you. - *************************, General Manager 

  Customer response

  04/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 9th, 2021 I took my vehicle into Continental Collision to get an estimate for repair. There were several scratches on the left side of my vehicle that extended from the front left door to the rear bumper and upper trunk. In addition, the driver and passenger wood inner panels were cracked and needed to be replaced. The car was purchased from Cavana who authorized the repair of the vehicle.The estimation was written by *************************. The repairs were scheduled for Sept. 6th at 9:00 am.Upon arriving on Sept. 6, at 9:00 am I discovered that the Continental Collision Center was closed for Labor Day. One month prior to the date I called to confirm the appointment to begin the repair. Even though I was assured by ************************* that it was scheduled for that date. The estimator ************************* had taken another job and left employment at Continental. This concerned me due to the fact that I felt he may not have passed all the information on to the representative responsible for the repair. Upon picking up the vehicle I observed that the left rear side bumper and trunk had not been repaired and the inner passenger upper panel had not been replaced. I made several attempts to meet with the manager ********************* who refused to meet with me and avoided my phone calls.This is a first attempt to resolve this situation before I take further action against this entity up to and including social media, litigation as well as other alternatives which may have a cumulative negative effect.

  Business response

  11/08/2021

  ****************, our team works diligently to provide the best possible experiences for every client. First and foremost, ****** has never avoided your phone calls or refused to meet with you. According to our records, you had an appointment set for 10:00 AM on 10/18/21 to meet with ****** and did not arrive until past 10:30 AM. We do our best to be flexible with appointments but, unfortunately, waiting 30 minutes past your scheduled time did not line up with ******** schedule on this day. To accommodate this, ****** arranged for *****, our Production Manager, to go over the vehicle with you. In regards to the work your vehicle needs, we have requested an itemized estimate approved by SilverRock Body Claims numerous times to no avail. We would be more than happy to complete the repairs needed, but there is no possible way we can do so without this itemization. Needless to say, our hands are a bit tied in this situation. We understand your frustrations with this matter, and we are eager to get everything resolved for you. - The Team at Continental Collision

  Customer response

  11/08/2021

  Complaint: ********
  I'm slightly taken aback that a person of his position would have the blatant audacity to make such a false claim that I was late and that he did not avoid my calls.
  I have time stamp for location and time as well as a witness for 10:08am that date.
  
  I am rejecting this response because:
  Continental failed to repair the damage that was on the original request and attempted to add supplemental damage that was not required. They in fact made attempts to upcharge repairs I did not request and therefore were refused additional cost to repair the original damages.
  I have reason to believe that based on his response we may have a reasonable complaint to continue action to remedy this by other means up to and including submission of this complaint to other sources.
  
  
  Regards,
  
  
  *********************************
  

  Business response

  11/10/2021

  **************, we strive to deliver the best possible experiences. As previously stated, we need an estimate from SilverRock Body Claims showing what they have approved. There is no way we can complete any repairs without this information, so we need you to get connected with SilverRock to find out what they will cover. In addition, if there is anything you would like to be done that they have not included in the estimate, you will need to get them to include it being that you are the owner of the vehicle. We want to get this situation resolved just as much as you do, hence why we have asked for this estimate on multiple occasions. Once we have that, we will be more than happy to get you taken care of. If you have any further questions, please do not hesitate to reach out to us. Thank you, and have a great day. - The Team at Continental Collision

  Customer response

  11/11/2021

  Complaint: ********
  
  
  I am rejecting this response because:
  
  Yore company was tasked and paid to repair a specific portion of the car.
  Due to your negligence and incompetence you and your associates failed to complete the task.
  Your past record and from previous statements undoubtedly indicates some bias.
  Your so called concern is disingenuous.
  
  
  
  
  Regards,
  
  
  *********************************
  

*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. ↩