ComplaintsforLift Auto Group

• Initial Complaint

  24/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This company took on my vehicle for repairs under my insurance. I dropped it off May 21st 2024 and they have repeatedly told me that my vehicle was "on track" or ready to pick up only to prolong the work the next day. I was originally qouted 3-4 days, then there was more damage that they had to order parts for that would arrive within the week, then the parts didnt show up for two weeks. They then told me it would be ready for pick up on June 14th only to change the date to June 19th stating it needed to go to ****** for A/C recharge and a calibration. When June 19th came around they stated it had not gone to ****** yet and they would send it in on Monday June 24th. When I expressed my frustrations of the constant miscommunication and change of dates, the manager stated they would not be contacting me by phone for updates and that they would only send me text updates. They would not give me an ETA on when my vehicle will be returned to me and would not disclose it to my insurance company, Intact. I am now concerned about the quality of work being done on my vehicle and if/when I will ever see my vehicle again. My deductible for this damage is $1000. Id file this as a complaint alone. However, they still have my property and wont state when it will be returned.

  Business response

  27/06/2024

  Dear *******,
  
  We are sorry to hear that your experience at CSN Superior did not meet your expectations.
  
  We agree that there was an initial mistake with the estimated delivery date for your vehicles and our shop apologized for the error and confirmed the correct time with you as soon as the error came to their attention.
  
  We recognize that the repair process is not straightforward and therefore can lead to some misunderstandings. When we perform an estimate on a vehicle, the time it takes to repair the vehicle is based on damage that can be seen. It is not always possible to determine the extent of the damage until we start to disassemble the vehicle. This is unfortunately a common occurrence with collision repair and while we would love to have got your vehicle back to you sooner, our customers safety is and will always remain our number one priority.
  
  We do our best to keep our customer informed and we apologize again if you feel that we did not do this adequately. As it stands today, your vehicle is waiting to receive a deep clean and once complete, we will be able to return your vehicle to you.
  We hope that we have addressed your concerns and that you will now consider closing your case with the BBB.
  
  Thank you, 

  Customer response

  28/06/2024

   
  Complaint: 21894739
  
  I am rejecting this response because: When I went to pick up my vehicle, the work was not completed. There was no walk through to go over the work done. I had to go out and inspect my vehicle myself.  Despite the listed work stating that the hood was refinished, no work was actually done to the hood of my vehicle. I had to call my insurance company upon discovering this as I had already paid my deductible. While it was stated at 12:44 pm that my vehicle was being deep cleaned/detailed and that it was ready at 2:44pm, it appears it was simply hosed down. My car was still dirty, there was dirt on my back windshield, around my mirrors and still had existing grime from prior to dropping it off. However, it was "cleaner" on the outside than it was when I had dropped it off. It was not detailed, there was still coating from some of the work that was on the front end that I mistook for damage that wasn't corrected. My vehicle was also fitted with aftermarket supplies without discussing it with me which I will be discussing with my insurance company as well. I do appreciate that we were able to come to an amicable decision that the work to the hood would be done at a later date once approved. However, after review the listed work in more detail with someone with more knowledge about vehicles, I discovered that the work to the hood was noted, yet not done. I will be bringing this up to the insurance adjuster to seek out next steps as to how this will be corrected.
  
  Sincerely,
  
  ***************************

  Business response

  05/07/2024

  Dear *******,
  
  Thank you for providing feedback regarding your recent experience at ************. Your concerns have been escalated to our corporate division for review.
  
  We understand that the initial desired outcome for this complaint was the return of your vehicle which has occurred, however, you have expressed further dissatisfaction with the repairs completed.
  
  According to our records, at the time of the walk around, you had pointed our several areas that you felt were unrepaired damage. As you were on the phone at the time of the walk around, we believe this may have resulted in a simple misunderstanding. The areas that you pointed out were found to be bug splatters or water spots.
  
  With regards to the hood,our records indicate that the chips were pre-existing and we have not yet received authorization from your insurer to repair them as part of your claim.As you are aware, we have your vehicle booked back in on July 22nd to repaint the hood at which time, we hope to have the approval from your insurer.
  
  Please know that we take all feedback seriously and we would very much like to resolve this matter for you as efficiently as possible. We understand that you would like to have this matter heard through the BBB forum and support your case remaining open while we coordinate a resolution with you. However, we will not be able to action anything until your appointment on July 22nd, and so in the meantime, we encourage you to contact us directly at ************************************ if you wish to discuss further.
  
  Thank you
  

  Customer response

  07/07/2024

   
  Complaint: 21894739
  
  I am rejecting this response because: The issues have not yet been resolved. I have attached some photos of the damages I have found on my vehicle as well as some of the work that was done that needs correcting due to not sitting properly on the vehicle. The insurance company also has copies of these photos. I would like the damages corrected, the panels that are not sitting correctly corrected and the hood to be fixed/painted. The hood does not sit properly with the new panels that were put on the vehicle, you can see that by the edges of the hood having uneven gaps on either side and squish into the front panel that was put on. The hood is not supposed to squish into the front panel, it should have similar space along the front, currently the hood and front panel are very uneven in multiple spots.  There is damage to my right mirror along the plastic trim and some of the paint from when it was removed. there is scratches to my paint on both sides that look as though someone dragged something along the vehicle. My vehicle did have prior "door dings" from random people in parking lots, however, it did not have these scratches before. I took this up with my insurance, as I did not want to return my vehicle to CSN due to the communication issues and the fact that the work outlined on the sheet provided was not in fact correct. On the sheet listing the work done to my vehicle, it states that the hood was done. Upon pick up, it was not done. This leads me to question what else was not done that was listed. I will continue to send my responses through BBB as I do want this noted and corrected. I will respond to you via E-Mail as requested. However, I will be attaching screenshots of communication through BBB moving forward.  I will be forwarding additional photos to the email you provided as I can only add a certain amount in this response.
  
  Sincerely,
  
  ***************************

  Business response

  15/07/2024

  Good morning, *******, 

  We understand your decision to keep your case open with the BBB while we work to resolve this matter. 

  We can assure you that we will continue to work with you on finding a reasonable outcome and hope to bring this matter to a close as soon as possible. 

  Please note that our Location Manager has left you a couple of messages last week and to date is awaiting to hear back from you. Please call us at your earliest convenience on  ************** and ask to speak with ****.

  Thank you.

   

   

  Customer response

  22/07/2024

   
  Complaint: 21894739
  
  I am rejecting this response because:  Thank you for your understanding, I have connected with *********; we have set an appointment for the work to start.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the fall, we took our car (2017 **** ***** ********) to this auto body shop to make an appointment to get it repaired. This involved getting an insurance adjuster to see the car and assess the cost of repairs. The shop was unwilling to make an appointment for us until they received a check from our insurance company. The check was sent, but the shop says they never received it. So a second check was cut and sent, so finally the shop told us our appointment was December 8. On December 8, 2023 we took our Jeep in for repairs. After several weeks we called to see when the car would be ready. The shop informed us the repairs had not even been started because the damage was even more extensive than they thought. They demanded another check from our insurance company. The total amount of money sent by our insurance company is approximately $24,000. After repeated calls to the shop, each time getting a different person because the person we dealt with previously was no longer employed there, we called again today. We were told the parts were still not in and the repairs not done. So now is March 6, 2024, the shop has our money AND they have our car. I am getting a bit desperate so I am seeking your help.

  Business response

  11/03/2024

  At CSN CBs we are dedicated to providing exceptional customer service and high-quality repairs, so we are disappointed to learn that you have not received the level of service that our customers have come to expect at our location.

  We appreciate that your vehicle has been on-site at our location since December and unfortunately, there have been multiple delays in the repair process. The initial delay was caused because we were not able to complete our own estimate on this vehicle, and had to wait for a field appraiser to view the vehicle as per your insurance companies request. 

  Once the estimate was completed, the vehicle was dis-assembled at our location and during this process, we found additional damage that was either missed or not visible to the field appraiser. 
  This information then had to be submitted to the insurance company for review.  According to our records, there was a possibility that your vehicle may have been a total loss due to the additional damage that was discovered, and this decision can often take time to transpire.

  On January 24th, 2024, the decision was communicated by the insurance company for us to proceed with repairs on your vehicle. That same day, we ordered the necessary parts. 
  Most of the parts have now arrived, however there is one part that is still not at our location. When we followed up with the vendor, we were told that their courier lost the part, and it would have to be re-ordered.  The new estimated delivery date for the part is March 22nd, 2024.  However, this is just an estimate and unfortunately, this date could still change.  The part in question is necessary to start the repair process. 

  Once we have all parts on site, the number of labour hours on this claim suggest that we will need the vehicle for approximately 27 working days.  There are also sublet operations that need to be completed once the body and paint work is done.  Sublets sometimes add a few days each to a repair.
  
  We apologize that you have been without use of your vehicle for a long time, and we certainly are not trying to keep your vehicle from you. We also wish there was more we could do about the delays in receiving parts as it is frustrating for all parties involved.

  Our Regional Manager has been in contact with you since we received this complaint and is working with you on trying to secure a replacement vehicle whilst we complete your repairs. Our Regional Manager will continue to provide you with updates on the status of your repairs.  If you have any further information that you wish to share, you can contact us at ************************************
  

  
  

  Customer response

  12/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:  The business has our money ($21,363.78 CAD) AND they also have our car since December 8, 2023!  I have no confidence we will EVER get our car back.   It is a great hardship for us (my husband, age 85; and myself, age 76) to live without a car.  Only when the Better Business Bureau notified this business of my complaint did the company have the decency to contact us.  Since December 8, 2023, the first and only time they have ever called us was March 7, 2024, in response to my BBB complaint.  In contrast, we have called them numerous times, each time speaking to someone new who claimed the previous manager had quit, and the new man did not know the status of our car.  When they called me on March 7, they provided only excuses.  They did not give us a date certain we would get our car back.  I believe that keeping our money for months AND keeping our car for months is fraudulent and I urgently need the assistance of the Better Business Bureau to get our car repaired properly and returned to us.  Please do not close my file.  Please help me. 
  Sincerely,
  
  ***************************

  Business response

  21/03/2024

  We are sorry you are not satisfied with our response and assure you that we are not intending to keep your vehicle from you.

  
  You had a call with our Regional Manager on March 18, 2024 and agreed to send her your insurance documents so that we could try to arrange a replacement vehicle for use while we repair your existing vehicle. Our Regional Manager has tried following up with a phone call and three text messages but has not been able to reach you.

  In the meantime, we have managed to locate the missing part that is required to start the repair of your vehicle and are paying for air freight to ensure we get it at our location as soon as possible.
  We have time scheduled on Monday, March 25th, 2024 to start on your repair and will keep you informed during the process.

  We are sorry you are still dissatisfied with our service but assure you, we are doing everything we can to get your repairs started and completed as quickly as possible.

  Customer response

  24/03/2024

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

  First, I want to thank BBB for pursuing my complaint.   It is the only intervention that has elicited a response from the ************.   For the following reasons, we request that you keep our file open and continue to assist us in getting our car repaired and back to us:
        **************** has had our car since December 8, 2023 -- 15 weeks and 2 days,  nearly a third of a year -- and are scheduled to START fixing it on March 25!  Not only do they have our car, but they have approximately $20,000 from our insurance company.  
        Starting in January 2024 my husband called the ************ often to inquire about when we could pick up our car.  Each time, he reached a different person who said he was new on the job and not sure what was going on.  In mid-January, one told us our car would be ready the next week.   When we didnt hear for another 10 days, we called only to learn that he had confused our car with someone else's!
        Thanks to the intervention of the BBB, a ************ regional manager finally contacted us for the FIRST time on March 18, 2024.  Not only did she not provide us with concrete information about the status of the work and when it might be completed, she mouthed excuses and descriptions of mismanagement and incompetence that we were already fully aware of.
        On the March 18 call, the regional manager asked me for a copy of our car insurance documents because I did not know whether our insurance covered a loaner car.  After I hung up the phone with the regional manager, my husband informed me that our insurance does not cover a loaner car; he was unwilling to provide a copy of the policy because he trusts neither Lift nor the regional manager to act in our interest.
        We appreciate the company air-lifting the missing part.  However, they only found out about the missing part because we called to find out what was taking so long.  Again, because of the high turnover of staff, the missing part had slipped through the cracks.
  As I write this response, it is now March 24, 2024 and not only do we not have our car, we do not have a date certain for the completion of repairs.   So, please do stick with us until this unfortunate and unnecessary journey is over. 

  Sincerely,

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

  Business response

  05/04/2024

  Dear *******, 
  
  Apologies for the delay in responding to your rejection.  Our Location Manager, ******* has tried contacting you over the last week, however has been unsuccessful in speaking with you.

  We would like to discuss your concerns with you so that we can come to an agreed resolution.  Please contact our Location Manager on ************** at your earliest convenience.  Alternatively, you can contact us at ************************************

  Thank you, we look forward to hearing from you. 

  Customer response

  05/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:  The business claims to have tried to reach me by phone.  Given the fact that the business successfully called us on March 18, (as reflected in the BBB files on this complaint) it is difficult to believe that the business called us in the past week as they claim.  My husband just called the business and requested to speak to ******* as you instructed.  ******* told my husband he had the wrong number for us.  This just adds to our distrust.    In any event, ******* is now claiming that they are working on our car, but they do not have the repairs completed.  In fact, he says he will not have our car ready for pickup within the 10 day period required by the BBB to keep our file active. Because the business has our insurance money (approximately $20,000) and they also have our car since December 8, 2023, I am requesting that the BBB keep our complaint active.  I am requesting that the BBB keep our file open and our complaint active UNTIL WE HAVE OUR CAR BACK AND THE REPAIRS SUCCESSFULLY COMPLETED.
  
  Sincerely,
  
  ***************************

  Business response

  24/04/2024

  We have received notice from the shop that the customer picked up the vehicle today. 

  In respect of the desired outcome, to complete the job, we would appreciate having this file closed. 

   

  Customer response

  25/04/2024

  
  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.  We called the shop to let them know we have driven the car for an hour or so and it seems very good.  Paint job is very good and the car has no funny noises or electrical issues.  It all seems good now.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  22/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was damaged in October 2021. I went through **** and put a claim in. We took our vehicle to ********** for the claim. We put the car in storage from October till May 2022. We were able to drive the vehicle for that summer and was told that they couldnt find parts. My husband was able to purchase the parts and have them shipped to us within a week, we had the parts in July. I was hoping to get the car serviced then. We were asked in October 2022 to bring the vehicle in for repair. In November 2022 they had the car outside idling and it popped into gear and struck a large cement planter damaging the left side door and panel. We had the runaround from different managers up until ****. The new manager took over or July. He started sending us updates in August about the repair. We have an email from September 8 saying the interior was painted and would be moving on to exterior paint. September 18 email said the car would be going in for exterior painting. October 10 email stating they couldnt match paint I needed a technician to come. My husband stop by and picked out a new paint because they couldnt match the existing paint. Todays email November 23. They needed to order a new toner. They ran out of toner for painting. I called **** again. I initially called him in July with my concerns and they were going to have their representative call ********** and ask why its taking so long.

  Business response

  04/12/2023

  At ********** we are dedicated to providing exceptional customer service and high-quality repairs, so we are disappointed to learn that you did not receive the level of service that our customers have come to expect at our location.
  
  We agree that your vehicle was indeed at our location for almost a year without any progress and for this, we sincerely apologize. We were experiencing some personnel challenges at the time and while this does not excuse the lack of service on our behalf, we hope it provides you with some clarity.
  
  We have returned to a fully equipped team of dedicated professionals who are working as diligently as possible to complete ************. We do ask for your understanding that given the vintage of your vehicle, a **** **** *******, this is not a straightforward repair and is not a typical repair for our facility. We will do everything we can to avoid further delays.
   
  Moving forward, please keep in touch with our Location Manager, with whom we understand you have been in contact with. Our Location Manager will continue to provide you with updates as and when applicable.
  

  If you have any further information that you wish to share, you can contact us at ************************************

  Customer response

  18/01/2024

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

*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. ↩