ComplaintsforCollision Maxx

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/07/2023 Took my 2014 Ram truck to Collision Maxx after front end collision, repairs were made and I picked up vehicle from shop on 11/17/2023 .A/c unit was not working, brought vehicle back for a/c service.After driving for 6 months a/c failed and took to another repair shop for service and was informed that unit was filled with wrong refrigerant and that was the cause for system failure.Owner cited age of vehicle as cause and not that his employees filled unit with wrong type of Freon.Body work was great , length of time for repairs was over 6 weeks, but filling a/c unit with 2 types of Freon was definitely inexcusable. the owners unwillingness to settle with me out of court for 50 % of repair bill or 1 yr warranty as suggested by the manager is outrageous.Small claims court here I come.

  Business response

  10/22/2024

  The system is 10 years old and that is about the lifespan of the system. There is no way to determine the cause of the failure.When we corrected the problem months ago everything checked out fine. 6 months later it failed? We do not have knowledge of what other repairs have been done on the vehicle and by who. The 2 different types of freon are interchangeable and we have never had a problem. We do not fill AC units with 2 different types of freon as freon is ordered as needed per the vehicle specifications.

   

   

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my brand new car in for hail damage repair. They estimated 2 weeks. It took them 2 months to complete. The hail damage was not fully repaired and extra damage was added. The cars cream interior has black stains in it and the headliner is now ripped. The window was put in incorrectly and the rain sensor does not work. My bronco decals were removed and not replaced. I have made several attempts to have my car fixed.

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car to Collision Maxx to get get body work done. According to ***** estimators, should take **** days *** to complete. GEICO payed collision Maxx to complete all repairs. They closed their *********** location while me vehicle was there. They then moved it to their Burleson location to complete the repairs. It has been pushed to the back and ignored. I have been lied to and given false dates a dozen times. They have had my vehicle for 6 months now. I have gone there, sent emails, made phone calls, left messages, and have been more than flexible with dates. I have been lied to on multiple occasions and am now coerced to take legal action to try to resolve. The service manager named ****** has given me every excuse imaginable and lied to me over and over.

  Business response

  05/08/2023

  This job was originally taken in by a shop that has since shut down. When that happened the Burleson shop had to incorporate this customer into all of our other existing customers. We apologize for all of the delays this caused. ******************** has since picked up his vehicle and is, as far as we know, happy with the repairs. If anything should arise we do offer a lifetime warranty to take care of anything.

  Customer response

  05/08/2023

  Complaint: 19980621
  
  I am rejecting this response because:

  The other shop they got it from was their own 2nd location, not some outside company. After more than 20 missed deadlines over a six month period, (for a 5 day repair), I arrived to pick it up and it was still missing a bezel around one of the fog lights, the other bezel was coming off, and the license plate mount was also missing.  I was told they would order the missing parts and wait for them to arrive.  Now, the air conditioner no longer turns on either.   The vehicle only has ****** miles on it.  The AC should still be working.

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

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This collision shop has been nothing but a nightmare. They have had my car since 9/16/2022 and have stated for the last 3-4 weeks that my car would be ready. I called Today only to be told this shop is closing and my car is being transported to another location, all unbeknown to me. I am being charged 1200$ for a rental that the insurance stopped paying for on 11/21/2022 because the shop said that my car would be done a day or two after that and I am currently still waiting. Myself and the insurance adjuster has tried multiple times to contact the office to get them to give the information needed to get the rental extended but no one is ever there when I go to the office and they never answer the phone. I went to the shop and saw my car on 12/09/2021 and it was not even put together. They claim that the hold up is a suspension piece, rim and tire. Now they say they have the suspension and Im still waiting on a TIRE AND RIM that they say they cant find. This is ridiculous and I need this to be resolved ASAP. The attached photo is of my vehicle on 12/09/2022

  Business response

  02/28/2023

  The customers car had severe damage with many replacement parts.some parts are on back order and it took longer than expected. We apologize for the long repair .there is additional damage not on the original estimate. We are trying to get insurance to cover.we are trying our best.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I call Collision *** and ask if they were able to take on repairs for my vehicle. They said yes. Well 3 weeks went pass and I didnt hear from them. I decided to call as it was approaching the last week for me to have the rental car. The office manager ***** said she was waiting on a part and the insurance. After a month and no communication I start to drive pass the shop and call daily. I notice my car just sitting and not being moved. Each day Im told it will the next day. Now without transportation Im reallly starting to stay on them. I was told they dont give updates and that if I wanted one I would have to call them. On the 6th week of them having my car and me seeing no progress I was told I can come get the car and get a wheel and alignment myself. Odd but at this point Im desperate. When I get there my car looks horrible. They done such a poor job on the work they completed. The fender not matching up with the door, the inside of the door is lose. My caliber cover wasnt replaced. The side mirror looks to be barely on its pushed out so far. Then when I pull off the car is shaking so badly I couldnt believe they said it finished. I call back and they said I can bring it back for supplements. I was told a wheel is not a new tire so I brought the wrong thing. I was trying to explain thatf the tire had a big cut in it and it need to be replaced but the woman ***** start being extremely rude saying I talk with no sense. I ask her to listen to me and not talk over me and she said no because I need to talk with some sense as if Im stupid, and they dode all they can do and I need to go find out whats wrong with the vehicle myself. I ask for someone higher and she laugh and said no she the manager and the owner would fire her if she gave me his number. I feel helpless. I have no car at this point.

  Business response

  10/24/2022

  Collision Maxx is dedicated to providing quality repairs in a timely manner, unfortunately with the nationwide supply issues back ordered parts are a problem and can slow down the repair process. Our repair work comes with a lifetime warranty so if there are any issues with repairs we were paid to complete the customer should reach out to schedule an inspection. As for the wheel and alignment, the customer was refunded the payment for that as the customer stated she already had the wheel. The alignment was not able to be completed while the vehicle was in our shop because the customer had different size wheels and tires. This could also be the cause of the shaking and the customer needs to address this before a proper alignment can be done. Collision Maxx was not paid to replace the calipers on this vehicle. The customer and her insurance claims representative called and notified us that the additional repairs, such as the calipers,  that were not part of the repairs we were paid to complete would be completed by another shop and the customer picked up the vehicle. As for the repairs we were paid to complete, I would like to state again, we offer a lifetime warranty and will be happy to schedule an inspection to address those issues.  

  Customer response

  10/25/2022

  HComplaint: 18205788
  
  I am rejecting this response because:not being able to drive the car with different size wheels make no sense at all. Cars are driven with spares all the time to get a place where it can be fixed. In my case it was a new factory tire used as a spare so it was perfectly safe to go somewhere.Due to the car having a flat on one of  the after market wheels. A factory wheel was placed as a spare tire to get home. When the incident happen I could not remove the spare which was part of the claim and evidence. All factory tires was placed on car when I picked it up and felt it shaking, so that Collision *** could not use the excuse of the bad shaking on different size tires. The shaking still was not fixed so no the spare tire did not cause shaking. Also when I tried to explain this the shop manager she would not listen and insisted on being rude and  said I need to figure out whats wrong with it myself. If they didnt want to drive the car because it was on a spare. How can you know whats going on with a car that had front end damage from a wheel coming off if you dont drive it. So to give a customer a car you didnt test drive and tell them to go get a alignment and figure out whats wrong with it makes no sense. Instead of holding the car for extended timing without any communication to me they could said they didnt want to drive it instead of its waiting on parts . Its hard to trust this company to do any further repairs on the car because they are untruthful and unprofessional. When they complete repairs that they didnt do correctly the car should be top priority. I can wait another month. I was told it would not be priority when I showed them the oor job done to the car. Plus if you drive pass and see the car have not been moved for days on out its no way you can say you are taking customers in consideration.
  
  Regards,
  
  *********************************

• Initial Complaint

  03/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The second week in December of 2021, I dropped my Kia ******* off after an accident. I was told it would only take two weeks to complete the repair. Today is March 11, 2022, and I still do not have my car back I have been calling and going up to the office on a weekly bases and have been told the same scenario over and over,. It will be a week give me a week were short staffed. My Insurance has paid for the repairs already, I still do not have my vehicle back. The business has gotten to the point were the will not return the calls or say the manager is unavailable when I go up there, The manager ****** has been very rude and disrespectful the last communication I had with him (he told me I was stupid and I was an idiot because I did not know how to fix a car. and that I do not understand the process and when they get to it they will get to it). I need my vehicle back I have had to pay for rides and borrow vehicles to get my kids to and from school and doctors appointments. I work full time and have children I am responsible for, This is completely unacceptable.

  Business response

  03/15/2022

  The customer is aware of a part that is on national back order. This is out of the body shops hands as well as the dealerships hands. The delays we are experiencing are manufacturer delays. This particular manufacturer is experiencing some of the worst delays with back orders. The customer is aware of all the supply chain issues that are affecting this industry as well as many other industries.

  The customer has requested we reassemble the vehicle without the part that is on national back order. This is not a proper repair but we are in the process of assembling the vehicle without the part, at their request.

  In this compliant what we find really disturbing is to have one of our managers accused of calling a customer an idiot and stupid. We are a ***************** that would never call anyone such derogatory names. We strive to treat everyone with respect even when respect is not given to us. 

  But in the long run we do have cameras and were able to check the footage to make sure this didn't occur. It didn't so we would love an apology. This is a matter of calling into question a persons integrity and we do not employ people who have a lack of it. 

  We will re assemble the vehicle and will let the customer know when it is done but request they keep the negativity and slanderous comments at home.

   

   

  Customer response

  03/15/2022

  Complaint: 16882826
  
  I am rejecting this response because:This is false information! I have witness there to verify that I was called stupid and an idiot And that I did not understand the process by ******. I am fully aware of parts being on back order but that is not the situation at hand the problem at hand is the fact that ****** continuously told me for three weeks straight that they had everything and it was in paint I finally went up there my car was still disassembled and then miraculously they had no parts to my vehicle this is when we found out this is after the car had already been up there for three months. They refused to turn return calls they said we had to email they gave us an email address that was not working nobody ever responded to it this is not slander or derogatory remarks. My car is been ready to be reassembled for the past 2 1/2 weeks and I was informed by ****** that they cant do my car because they his boss the owner of the company has hit them working on other vehicles and they were told to put off any other vehicles that were not his priority or personal vehicles. I was also informed by ****** the manager or the shop manager that he had to let go some employees and people dont show up to work so they are behind on putting things back together unfortunately that happens as a business owner owner or a manager you have to deal with people not coming to work or calling in or just quitting there should always be a back up plan the shop manager should know how to do everybodys job in that shop and he specifically told me unfortunately I cant do certain things. I would love an apology in my vehicle back in working order. And as far as being a ***************** I find that very hard to believe do to the fact that the receptionist and the shop manager are very inappropriate with their customers. 90% of the time When you walk into the building nobody there is to greet you if there is somebody there theyre on the phone or completely ignore you I dont even say give me one minute Ill be right with you or please have a seat no greeting whatsoever you sit there or stand around waiting for somebody to finally approach you. I have not had a vehicle since December 2021 todays date is March 15, 2020 to that is beyond ridiculous when a vehicle shouldve been done within the two week timeframe that I was given if it wasnt then I shouldve been notified that parts were on back order instead of its in paint its in paint its in paint. I was informed a week ago that apart was on national backorder I was not told this in advance this was just a week ago when I went up there to find out why my car was not ready communication goes a long way
  
  Regards,
  
  ***************************

  Business response

  03/16/2022

  Unfortunately there is just not a good response to this customer. I am just going to respond with a few bullet points from what I can decipher in their response.

  1: There are many times when a part is ordered that we are told it will be a few days and then get a call that the part is on a national back order. We do not know parts are available, on back order, discontinued or otherwise until they are called on.

  2. We are a small business so if an employee doesn't show up for work or is not performing their duties as we wish it greatly affects our workflow, as it does with any other small service business.

  3. Most customers do not know the process of repairing a car but that doesn't mean we think they are or would call them stupid. It is just not their field of expertise, so we try to explain the process. 

  4. I will reiterate we do not name call customers, vendors or employees.  

  5. Everyone coming through the door is greeted. We shouldn't need to explain but if we are on the phone we will acknowledge anyone at the counter through eye contact and a be with you in a minute and then tend to your needs as soon as we have finished on the phone. Which I would think would be proper since it is a first come first served type of business whether on the phone or in person.

  6. We are not sure what "inappropriate" behavior this customer is speaking of and find that comment quite odd. 

  7. Our email is monitored every business day, *********************************************************** and we do not have any emails from this customer. 

  Customer response

  03/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me and I disagree. However, I was never notified parts are on back order until, I have went up there multiple times. I did pick up my vehicle yesterday! I hope that any future customers will not have to wait 3-4 months to get their vehicle back! I should have check further and read all reviews before  taking my vehicle here! As I mentioned I have my vehicle back Im not thrilled with the service nor the completion or lack of fixing my car! Sadly it too reaching out to the BBB to get action towards a resolution! 
  
  Thank you BBB for assisting me. 
  
  Regards,
  
  ***************************

• Initial Complaint

  12/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car got rear ended when I was parked at a carwash the lady was going 50mph in the lot she totaled her car and messed up my bumper and backup camera. I took my car to collision Maxx where they told me they could fix it 2-3 weeks so I left it there and drove a rental car. After 3weeks and 5 days they said it was done. We went to get it and the warning light was still on for the camera I told the guy I'm not taking it til it's done he said it just needs to be reset. So I took it to the lot where I bought it they told me the sensors were bad which is what the place claims they put new ones in. So I went right back up there and spoke with the lady and said they don't reset it the guy said it needs sensors or the harness checked she told me they put new sensors and a new harness. By this time I gave the rental car back and knew I'd have to get it to drive to work so I got it back and took my car to the Cadillac dealer they said it's be there 4 days to check everything they checked it and said it had bad sensors and no harness was detected so I want to be reimbursed for the work that I paid for that they didn't do. I wasn't at fault in the wreck but yet due to them not fixing my car right the first time the insurance lady refuses to pay for the rental car so it cost me $500 out of my pocket had they told me in the first place they couldn't fix it properly I would've taken it somewhere else. I don't think it's right to say you gave services and take money for work that wasn't done. And do to their negligence my car was in a different shop for another week which resulted in me paying for a rental car. I am a co mgr at a retail store and couldn't be without a car for work so all I ask is to be reimbursed for what they've cost me

  Business response

  12/07/2021

  The repairs Collision Maxx completed were done as per the insurance estimate which I have attached to this response. The parking sensor harness was purchased from the dealer OEM as per the insurance approved estimate and installed properly. There was only one parking sensor which had visible damage and was approved by the insurance for replacement. The insurance provided only for an ALT OEM sensor which was purchased at the vendor listed on page 8, I have attached the invoice for the sensor as well. The invoice specified that the sensor would likely need to be programmed. We do not have the equipment to program sensors and let the customer know that the dealer service center can provide that service and because the programming is needed due to an ALT OEM sensor being used for replacement and because it is being replaced due to the accident the insurance company will pay for the programming. If the other sensors had damage due to the accident then a supplement would need to be sent in to the insurance along with proof that they were damaged due to the accident and they would pay for the repairs. We replaced the damaged sensor and the damaged sensor harness as per the estimate. We were not paid to replace all the sensors, only one. We were not paid to program the sensor we replaced and the customer should send that invoice to the insurance company for reimbursement if he paid for it himself. As for the rental coverage, that also goes through the insurance company we do not provide rental services here. As for the vehicle taking a few weeks to repair, we do apologize for the inconvenience as there are parts shortages and backordered parts that are causing delays at this time.  

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