ComplaintsforLane & Kenny Body Shop

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a quote got the approval from insurance and dropped my car off on 1/10/2024. Did not hear from the body shop until February 16, 2024. I was ok with that, I just wanted my car back and restored. From the day I picked up the car, I have the made 6 trips back to the shop and left my car 4 times. Not only had they not finished items, they damaged my car, trashed the inside of my vehicle with dirt and dust (all of over my black leather interior). Trunk same condition. My fourth trip 2/26 cost them a rental for a week and I left them with a list of items that we had found including the damage the shop was responsible for. I was called in 3/4 that my car was ready...I went to the shop on the following morning 3/5 and went over the car with the Andy, manager, and notice that door which has mentioned all 6 times was still not done. Picked up later that day. At this point I thought all was good... until my husband was detailing the car 3/30 and he found that the paint above the rear right tire is a matt in finish, and he also found on back passenger door and both door entries, the car has the same matt finishes and a rough textures in several areas. Not something I was looking for when I picked up the vehicle any of those time. The lack of quality control or checks at this shop is shameful. But they were paid to do a job and I do want my car finished correctly and if they need more than a day to get the job done, they can pay for another the rental, as no one should be inconvenienced so many times.

  Business response

  04/11/2024

  This letter is in response to Complaint # ********:
  We are sorry to hear this customer is so unhappy with her experience.
  She did indeed drop her car off on January 10, 2024, for repairs that were considered a “heavy hit”.  There was an enormous amount of bodywork that went into the repairs of this vehicle. However, it was brought back to pre-accident condition.  Her vehicle had all OEM parts put back on, still not making her happy.
  She stated in her complaint that she did not hear anything from **** (the shop manager) until February 16, 2024.  I don’t believe this to be factual.  The manager and she spoke on several occasions throughout the entirety of the repair process.  On February 16 when she arrived, they both walked out to look at her vehicle, however due to the heavy snow fall she declined.
  She returned her vehicle to us once, complaining of hearing air noise (cabin leak) through a rear door.  We had multiple people drive this vehicle on surface streets and the freeway.  Everything checked out and sounded as it should.
  During this return, she brought a typed list of miscellaneous issues she wanted addressed, all of which were rectified to her satisfaction, (see appendix A).
  We graciously and as a courtesy did pay for a rental while we made the repairs from her list, (see appendix A).

  Customer response

  04/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  Most of it is very inaccurate and untrue. My car has several areas that either have overspray or was not buffed out. I’m not sure if that is accurate description because I am not an auto body repair person. Are they going to finish my car or do I need to take the next step toward resolution. 
  Regards,
  
  ******* *******

  Customer response

  04/16/2024

  ***** ******* <************@gmail.com>
  Mon, Apr 15, 5:20 PM (20 hours ago)
  to info
  
  To Whom it May Concern,
  
  My husband and I have decided that the Lane and Kenny Body Shop is not worth our efforts nor aggravation to resolving what they did not complete. Therefore, I wish the complaint to stand so others understand that they are not a reputable or honorable company and no further action needed by BBB.
  
  We will take my car to a reputable body shop to have finished.
  
  Thank you very much!
  
  Kind Regards,
  
  ******* *******
  
  
  Sent from my iPhone

• Initial Complaint

  08/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 8, 2022 I had my car towed to Lane and Kenny Auto shop at the urging of Progressive Auto Insurance. I was given the estimated completion date of July 29th. After 4 weeks of them trying to get a part from Mark Walberg Chevrolet and repeatedly getting the wrong part, they never thought to contact GM themselves to get the correct part, That did not occur until I got involved and contacted GM and had the part expedited to them. Unfortunately, all of this went well past the July 29th completion date leaving me to have to pay out of pocket for the rental car since Progressive would only cover the rental for 30 days which should have been more than enough time for them to complete the repairs if they had not waisted time continuously getting the wrong part from Mark Walberg Chevrolet. All I have ask if to be reimbursed the monies that I had to pay out of pocket for the rental while they did nothing and just sat on their hands for 4 weeks and they will not do it. They still charged me $500.00. This is bad business practice. I know that if I had not gotten involved my car would still be sitting in their shop.

  Business response

  08/30/2022

  ********* vehicle was towed to Lane and Kenny on Huntley Rd on Friday, 7/8/22, after another body shop was unable to take her vehicle in.  She was called on the same day by our office employee to let her know we required her to complete and sign a DRP (direction to pay)/Authorization Form in order to begin any work.  She stated, due to her schedule she was unable to come in until Tuesday, 7/12/22.  According to Progressive, she had rental coverage of $40 per day, up to $1200.00, which is 30 days.  However, we do not know when she was provided with the rental or how long she had been using the rental.  (Her vehicle could have been sitting in an impound lot for weeks while she drove the rental.  We do not receive a copy of the rental agreement because that does not involve the body shop.)
  An estimate was done on her vehicle on Thursday, 7/14/22.  A message was left on her voicemail that the estimate was completed and that parts were being ordered.  She was once again called on 7/18/22 and another voicemail was left stating that the ECD (estimated completion date) was 7/29/22 pending parts availability.  (She herself mentioned an estimated completion date, which is not a hard date and is not considered definite). 
  On 7/29/22 she was called and informed her vehicle was in production but there was a supplement involving additional parts with an ECD of 8/5/22.  She was happy with the update and thanked our employee.
  On Thursday, 8/4/22 the shop received the incorrect part twice in one day.  The shop manager took the damaged part to the local dealer (Mark Wahlberg Chevrolet).  Parts were taken from the shelf and found to be stamped from the factory with the incorrect part number.  The dealership reached out to GM Headquarters and ******* was updated afterwards.
  On Tuesday, 8/9/22 she was notified that the correct part had been received and was being welded in at that time and that her vehicle would then go into paint and then reassembly.  Customer was also informed that we were trying our best to have it completed by end of next week.
  ******* was called on Friday, 8/12/22 and notified that her vehicle was completed and ready to be picked up.  She told our employee that she couldn’t drop her rental at the shop due it being from Hertz and not Enterprise.  Our employee informed her she could indeed leave it at our shop on Friday but instead chose to pick up her vehicle on Monday, 8/15/22.  She was then charged her $500.00 deductible.
  In conclusion, she is neither entitled to any reimbursement for any out-of-pocket expenses for her rental vehicle (7 of those days were due to her own scheduling conflicts) nor any reduction in her deductible.

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