ComplaintsforRound Rock Collision Center

• Initial Complaint

  01/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I dropped off my 2023 ******* *********** GV70 in early November for repairs to the front passenger side. I was notified that the supplement was submitted to my insurance on 11/6 for approval. On 12/11 I was told my vehicle would be completed in the next few days, then 12/13 came and I was told the vehicle needed scans done and I would receive an update on 12/15. To my dismay when 12/15 arrived I was told the car is over at ******* getting a new battery without any context. Why would a brand new 2023 SUV need a new battery for a minor collision repair? What happened to the battery? 12/20 arrives and more bad news "We have been informed that they only get battery deliveries on Mondays! With the next two Mondays being holidays I am not sure when exactly that battery will be in." Not only was I inconvenienced, but I never received an explanation as what happened to the battery? There's definitely a lack of communication from Round Rock Collision.

  Business response

  01/24/2024

  You are correct the faulty battery had nothing to do with the minor collision to your vehicle.   The battery was faulty and that is why Genisis replaced they battery in your car under warranty.  I do apologize for the inconvenience.  Luckily it happened while it was in our shop, so we could get it taken care of for you, so you didn't get stranded somewhere in the future.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Round Rock Collision's handling of my 2023 *** x3 m40i has been marred by a series of communication failures and delays. Despite leaving my vehicle on Nov 6, I've faced unresponsiveness from ***********************, the Floor Manager, necessitating multiple follow-**** Only on Nov 15 was I informed about a supplement estimate, and the subsequent revelation that they were awaiting USAA's approval raised concerns.Even after I proactively contacted USAA and received confirmation of funds being paid on the 15th, Round Rock Collision failed to communicate the progress when asked via email. My attempts to obtain updates went unanswered, leading to a call to the General Manager, *****************************, on Nov 21. However, his vague response about still waiting for insurance approval when the company received payment on Nov 15th and the absence of an explanation for ******'s lack of communication further highlights the company's internal disarray.My justified request for ******'s automotive involvement underscores Round Rock Collision's evident business processes and customer communication deficiencies. Despite the company having received funds for my repairs, the lack of action raises questions about their competence and empathy.My demand for expedited repairs or a transfer to another capable repair shop - paid by RR Collision, coupled with a request to prorate my car payment due to the extended inconvenience caused by Round Rock Collision's delays, is entirely warranted, given the company's evident shortcomings.

  Business response

  11/21/2023

  We sent a supplement to the insurance company for additional repairs needed to fix the customers car.   The insurance company never sent us a copy back of the approved supplement but apparently sent the customer payment confirmation for the repairs.   Round Rock Collision Center never received either one of these items from the insurance company until November 21st  when we reached back out to them.   I have called the customer to see if he would like us to continue on with repairs or if he is wanting to get his car removed from the shop.   Unable to leave a voice mail on the number he provided. 

  Customer response

  11/21/2023

  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.***** from RR Collision says he's going to have repairs done including the right hand passenger side that USAA is not taking responsibility for. He is getting that done free of charge.
  
  Regards,
  
  ***************************

  Business response

  12/11/2023

  Please direct to correct business, this is Round ************* Thank you

• Initial Complaint

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My brand new vehicle was permanently damaged by the Round Rock Collision shop. My car is not safe to drive and has erosion due to water damages. I am devastated and the shop is solely responsible for these damaged they directly caused. I need help to get this resolved and have a replacement.

  Business response

  10/14/2021

  The car did have some water get into the Heads Up Display unit.   The car was taken to the dealership and the part was replaced.   There is no permanent damage to the car.   The car was return to the customer in the same condition it was dropped off with no other issues and no safety concerns.

  Customer response

  10/14/2021

  Complaint: 15744211
  
  I am rejecting this response because the damages sustained as a result of the water damages are not limited to the heads up displace, there are many other issues with the vehicle (unfixed status). Water damages ruined the integrity of the vehicle and has depreciated my vehicles value. 
  
  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. ↩