ComplaintsforProCare Collision – Fairdale Dr.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I would like to submit a complaint in regards to ******* Collision *********** / Formerly ProCare *********** ********************************************************************. My vehicle was to be repaired after an accident my 2009 ****** Avalon has been in the care of ******* Collision as of March 30, 2022. I was informed by the lady at the front desk and ******* (The person who is in charge of my vehicle) that the car was ready for pick up and work had been completed on May 2, 2022. When I arrived to pick up my vehicle I was informed that the vehicle wasn't actually ready due to the fact a part for the fog lights were broken during the inspection process by ******* Collision *********** / Formerly ProCare ***********. Although my payment was taken ($501.00 )via the phone and Processed by the woman at the front desk and once again stated the vehicle was all ready. Upon discovering that the vehicle wasn't actually ready for pick up ******* stated I didn't have to take the vehicle and that a new part would be ordered. ******* also stated ******* Collision *********** / Formerly ProCare *********** would continue to pay for the rental which was picked up at Enterprise Rent-A-Car *********************************************************************. I hadn't received an update from ******* since Monday 02, 2022 I decided to give ******* a call only to be told that the vehicle inst ready as they are waiting on the part which apparently has been ordered 4 times now but he cant assure that part won't be broken upon arrival. ******* also stated they will no longer cover the rental due to the fact the vehicle is drivable and disconnected the call. As of today may 02, **** ******* Collision isnt willing to provide the service promised for and paid.

  Business response

  05/10/2022

  Thank you for reaching out to me with this complaint. Yes there is another side to this story.

  There are two customers that we are dealing with on this claim. The mother and the son. The son owns the car and he is in ***************************. 

  The mother was the one who facilitated the repairs and kept her son informed. 

  This car is a 2009 ****** Avalon. It is hard to get parts these days and harder for older models with less demand. ****** has sent us 3 foglamp bezels that have either been packaged wrong or sent damaged. This part does not effect the safety or drivability of this vehicle. We explained that the car was drivable and that we would contact them to come back in once the part comes in.

  The son said he did not want to pick up the car until 100% complete. We were going to pay for the rental up until the third part came in wrong and the customer said they were going to ******. That is when we said we can no longer pay for her rental since the car was drivable. When the mom came to pick up the car yesterday she said "Oh, That's all it is"? Referring to the foglamp bezel. She seemed to not have a problem with taking it as is. We are not refusing to complete the repairs for which we were paid as she states.

  Thank you,
  

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

  General Manager
  Classic Collision - *****************
  
  
  
  

  Customer response

  05/16/2022

  Complaint: 17181361
  
  I am rejecting this response because:I spoke ***** on 05/09/2021 and he stated I would receive a follow up call 05/17/2022 as to when the required parts will be in the shop and placed on the vehicle in order to complete the repairs. I the Son don't live in *************************** and it also shouldn't matter where I reside. As far as my mother saying she didn't have an issue with the missing parts is in accurate as she doesn't speak English and the tech that assisted her with the final walk through of the vehicle claimed he didn't speak any Spanish. If available I would like proof of the 3 previous ****** Invoices reflecting parts have been order 3-4 times now and all parts broken. I understand that the car is drivable in Collision repairs point of view but it isn't the service and repairs I paid for and the service  and repairs Collision promised. I have attached the pics of the condition the vehicle was returned by Collision center and pics of how the car should look if the repairs would of been if repaired correctly. Also Collision removed my vehicles front license plate and claim they don't know what happened to the license plate while in their possession and tried to offer a 6 dollar refund in order for me to buy new license plate. This is unacceptable as It is against the law to toss out a license plate in the state of ***** per TX Dot. Collision center claims the only part missing is the Fog Lamp bezels when that isn't the case. Car is also missing the bottom black grill and the license plate on the front bumper.
  
  Regards,
  
  ***************************

  Business response

  05/16/2022

  *****,  I truly am sorry about the repairs to your Avalon. We do have your license plate here. The parts in question are still on backorder. I just got off the phone with ****** and they will be sending an email to me regarding the back ordered parts status. I can forward that to you at the email we have on file ******************************* We will not have them in by 5/17. I will keep you updated as I am by ******. License plate brkt, lower grille, Rt Foglamp bezel.

  Thank you,

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

  Customer response

  05/19/2022

  Complaint: 17181361
  
  I am rejecting this response because:

  I appreciate the updates, but my vehicle still isn't repaired, and it's been over a month and 11 days. Per the first point of contact, repairs were to be completed on 04/08/2022. Claim was submitted on 03/26/2022 it's now 05/19/2022, and the vehicle is pending repairs; it's just unacceptable. I don't think I'm asking for too much as to have the full repairs promised and paid for. Spoke to ******* today and parts are still not in and no update as to when parts will be available. Please send any ****** emails to ******************************** 
  

  
  Regards,
  
  ***************************

  Business response

  05/23/2022

  The customers parts are now in. He needs to come by and let us put them on. We will call him to schedule an appointment.

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