ComplaintsforAutomobile Collision Center

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This shop repaired my 2021 red ***** CX-5 (bought new) between February 23 2021 and April 1 2021, under Geico claim number ****************. I had to return 2 times after picking the car up because some panels were misaligned (minor-fixed), however 2 years later my paint started failing on the front bumper of the car. The bumper is plastic and the paint is cracking and peeling more every time it is hot outside.This shop put a refurbished bumper on a brand new car with **** miles (?!?!) and did an absolute failure of a paint job that is cracking and peeling. This shop is a Geico Xpress approved shop and they will not honor the repairs lifetime warranty, its impossible to get a hold of the damage adjuster, its impossible to get Geico to make the damage adjuster call you. Ive been trying for 3 weeks.There is no primer on the bumper and there is no adhesion promoter, the bumper wasnt sanded at all. THE BUMPER WASNT PREPPED. Im looking the person evaluating the car in the eye and tell him theres no primer, and hes like well there has to be primer on it otherwise it wouldve fallen off already. *** been told about the exceedingly poor masking job they did around the paint, that I should walk around any dealer lot and see that all new cars have imperfect lines. It is a one piece plastic texturized bumper, theyre all like this. Really? The paint is lifting from the edges on new cars? Because the paint is lifting at the edges of the car I had repaired at this shop! The paint is cracking on the plastic panels of new cars every time it gets over 80 outside? Because the paint is cracking on my bumper every day it's hot outside.As if the poor repair job wasnt enough, treating the customer with total disrespect is really the cherry on the cake from this business.

  

  Business response

  07/20/2023

  Hi,

   

  This is in response to the recent complaint made by ***************************. It appears there seems to be some confusion. As our manager ***********************, told ******************, that we would submit her claim and information to GEICO regarding her warranty claim. We advised her that we should hear back from GEICO by the end of the week (as this process takes time).

  We have our photos and in our photos, it shows new damage along with her "lifting claims" (rock chips/scratches) and this vehicle was repaired over 2 years ago. If, as she states this was an adhesion/primer issue, then the paint would've lifted off immediately and by now after 2 years all her paint would've come off and there would be spots all over the vehicle. We also painted her hood, fenders and doors and which do not have the issue she is claiming. This would've caused the adjacent panels to have this "lifting paint" issue as well. Which is why again, we have come to that conclusion. When moisture gets underneath a crack, say from a rock chip and heats up in CA's hot weather and goes through CA's cold winter this would cause the lifting, which is common being that this is the front bumper and subjected to a lot of wear and tear. Warranty does not cover wear and tear issues. Which is why this claim was submitted for her to GEICO. 

  We've also submitted her claim to the refinishing company to seek approval from the refinishing company if all else fails, as this would be a product issue with them. This warranty process does not happen over night. *******************************, was just here this past week on Tuesday in the morning, which was 7/18/23 around 8am, so it's only been 2 days since she filed her warranty complaint.

  Our manager ****, will notify her once we hear back from GEICO and then again, once we hear back from the refinishing company. 

  Customer response

  07/21/2023

   
  Complaint: 20346986
  
  I am rejecting this response because:

  I have already taken my car to a shop that does quality work and does not treat their female customers condescendingly.

  A separate Geico adjuster has already inspected this car on July 20th 2023 and agreed that the front bumper paint job looks like it was sprayed directly on the plastic with no prep. He does not think the paint peeling is from any impact to the bumper. He agrees that the spot where the paint failed is smooth as a baby's bottom so any impact there is HIGHLY unlikely. To suggest that paint peeling as shown in the photo is from a rock chip is not even reasonable. Our family has another 12 year old black car, kept in 90 F *******, never garaged that has plenty of rock chips on the front bumper, but ********** peeling. Hot weather is not new to me or my car......

  As of July 21st Geico has approved a ~4000$ supplement to the original claim that includes strip and repaint of the bumper, repaint/refinish of the hood and fenders, to be done at this second shop of my choice. The supplement also includes painting the hood hinges 3-stage, item which was present on the invoice from ACC Hayward, but in reality was never done (hood hinges only have primer on one side and incomplete paint on the other side). The business took the money for this item's labor and didn't do the repair fully.

  In addition to the bumper paint problem, the Geico adjuster (with a more expert eye than mine) actually did notice that the paint has started failing on the corners of the hood and edge bordering the windshield! The hood's paint problem is really what solidified their decision to redo not just the bumper, but the hood and the fenders as well. The Geico adjuster said that *************** (when paint looks like the surface of a orange skin) on the fenders is bad enough that it should be a piece of cake to get that approved as well. To suggest in the response from the business **** even looked at the hood is a lie. He inspected nothing about the hood edges or fender edges on 2023/07/18. He only looked at the bumper and said I must have hit it at some point...

  Paint problems are not the only thing the new Geico damage adjuster noticed. He noticed that the hood is not gapped properly left and right. In one of my first 2 returns to this shop to fix these panel alignment problems, I brought the hood alignment up but was again condescendingly dismissed. New Geico adjuster doesn't know yet if it's just the hood alignment, or the somewhat poorly fitting driver's side fender that's creating this uneven gap. We will find out more upon disassembly.

  To suggest paint is peeling because the repair is now two years old is absurd. If Geico tells their customers any repair done at a Geico-certified-shop has lifetime warranty for the time you own your car, then they should not be sending anyone to ACC Hayward.

  Anyway, it looks like I was right!

  Sincerely,
  
  ***************************

  

  Business response

  07/24/2023

  Hi ******************,

  This was in no way to be condescending, I am only stating facts.

  Yes, the adjuster came at our request because as we told you previously we submitted a request for your warranty, to have them make a decision and come out. They have not contacted us, after they reviewed your vehicle to go over the issues. We are STILL waiting for them and will be going over the adjusters claim regarding your vehicle, that inspected claimed damages. I know that our customer service rep ********* reached out to you Friday because **** was out of the office on Friday. She told us that she tried calling you but your mailbox was full, so she emailed you instead. She should've explained the next steps to follow. **** will be reaching to you today as well. 

  As for the 12 year old vehicle you are mentioning, a lot has changed in CA. For CA only, because of EPA laws for VOC regulation. The paint is not the same, in fact it is not the same. Also, during the time we painted your vehicle, this was during the pandemic and as you know there were shortages. Shortages and delays were explained to all our customers. There were shortages in paint as well. This is why as I said before it may be a product issue, which is why the paint manufacturer is involved as well to go over the warranty claim. This is also why **** will be contacting you. 

  Again, this warranty process takes time. It has not even been a full week. We are taking the steps needed to try and get this resolved for you. You should be hearing from **** today.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was taken to this bodyshop due to a car Accident I had on Tuesday March 21st. I received the information today 3/28/23 at 7:30 am by my insurance Geico stating my car was a total loss. I called Automobile collision center today 3/28/23 at 1:00pm to notify them I would be pickup my valuables from my car today after work and should be there at 5:30 pm. The man I spoke with said no problem we will be here waiting. I arrived at the shop at 5:30 pm and they stated my car was towed out of the shop and take to an auction Copart in Hayward. I was not given anytime to pickup my valuable stuff from the car. I have very important paperwork in my car, and personal stuff of mine and my kids. I need to be able to retrieve my belongings. They either have to pay for my stuff or retrieve my stuff. I included an attachment of the time I called them to notify them I would be stopping by.

  

  Business response

  03/30/2023

  ************** recollection of events is inaccurate. She called into the shop on 3/27/23, NOT 3/28/23 because her vehicle was deemed as a total loss. She quickly came into the shop to identify herself as *************************, the owner of the White ***** to my CSR (customer service rep). She then verbally released her vehicle and was escorted to her vehicle with my CSR (customer service rep). She took out all her belongings as shown in the photos. We downloaded the video footage as evidence.
  We can only assume that ************** forgot additional items that she wanted to collect, which is why she filed this complaint. After receiving this complaint on 3/29/23, we quickly contacted the insurance company (her carrier GEICO) to get additional information. Her adjuster told us, that she contacted them about taking out her belongings from COPART. Her adjuster said they resolved the issue and contacted COPART to give ************** access to her vehicle.
  Her failure to take out all her belongings from her vehicle at the time she was granted access at our shop, is not the shops fault. It is due to her own negligence, as she was given plenty of time and access. Her grievances should be with COPART, if she has additional items that need to be retrieved.  here...

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my van into Auto Collision Center as requested by ***** to have the rear bumper repaired & a tune up. My van had small damage on the drivers side, tail light. My car was there about 28 days. I phoned and was told they were still awaiting parts. I was at one time told "my van was in the_____. It had been _____and would be painted the next day. Finally when I let them know the car had been there 28 days, I received a call from the office girl, stating that my van would be ready for pick up tomorrow (Saturday) before 12 noon. I picked up my van that Monday and paid the $500. (cash) deductible. I drove a short distance and noticed the van was still out of alignment. I immediately phoned the shop to let them know. Later, I noticed more (sever) damage to the drivers side rear. I took the van the next day. Inquiring what happened to my van. **** came out to take a photo. While denying responsibility. He came out took a photo. The next day, I emailed **** requesting the photos, which the shop had taken. **** sent me the same photo which he had taken while I was there. I requested all the (time stamped) photos. He hasn't sent them yet. I also informed **** of my finding a amusement park ticket and said "l someone had been using my car!" The dash / console, in my van was loose when I left it for repairs. When I picked it up the dash / console was working properly. (the nobs). A couple days later we tried to use the cd and it was not working. My dirty carpet had been vacuumed. Auto Collision Center is responsible for the extra damage to my van! Is there another email address where I can email you the photos? Had the damage happened while in my possession I would have Reported it to my INSURANCE. I give out clothing, books, food, to ****************** I am a Teacher and that's the area where I keep the give out supplies. I need to send you the photos which I am unable to upload.

  

  Business response

  01/25/2023

  See attached

*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. ↩