ComplaintsforCity Center Collision Services

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Someone hit my car. Doing a repair thru State Farm Ins.. Had car towed to CCC. Went in and told them what work I wanted done. CCC said they would have to call State Farm for an OKAY. CCC texted me that repairs were ready to begin. I asked "Are you proceeding with the repairs I authorized." CCC answered YES. (lie no.1) CCC calls that car is ready for pick up. I arrive to find that CCC has done UN- authorized work on my car. When asked why, CCC said "State Farm already paid the full amount, we were 'kinda' forced to do it all". (lie no.2). I bring the car home and find the following: My car entered the shop with 4 curb feelers. # were missing. There is a blob of spray paint flaw in the paint job. Inside the car there is a hole in my shift console where a button used to be. The button that turns my interior floor lights on, no longer works. I met with "****" today at CCC. Our meeting was unproductive. Refused to refund the money CCC lied to get.I am working with State Farm to see what can be done.

  Business response

  04/26/2024

  **********************;

  Business response

  04/26/2024

  Hello,
  
  We do not lie cheat or steal. We have no reason to. 
  
  This vehicle was brought to us unsolicited and in full authority by state farm and the vehicle owner. We do not begin any repairs without a work authorization form signed by the customer.  We have a signed work authorization form signed.  State farm does not pay for any unauthorized repairs nor un warranted repairs.  This vehicle came to us in a non drive condition with suspension and body panels damaged. This customer said he only wanted the suspension fixed after we had repairs of the bodypanels completed. Not at drop off. We would have denied his service and state farm would have towed it back to his house. We are under contract to repair vehicles to a warrantable status. 
  
  This customer is upset, and he did come to the shop for his curb feelers that he made a point to say he doesn't care about them. Either way they are available to him. He only wanted money. He wanted his repair money back, said we stole his money. The shop is fully willing to help the customer understanding of his repairs but he walked out when we could not fix his car for free and give him money. This customer has a 0 dollar deductible and no mony out of pocket for repairs. State farm adjuster is aware of the situation and said they are going to help him understand as much as he is willing to.he has curb feelers at the shop available at any time and we can fix any additional issues found with the claim as long as state farm approve the supplemental items the customer is claiming. 

  Again,  this customer chose ccc to repair his non drivable vehicle, signed work authorization forms and direction to pay. And has not spent any money for repairs.  

  Customer response

  04/26/2024

  I could not find a response from City Center Collision. They are closed for the weekend. I don't know how to respond .

  Business response

  04/29/2024

  Here is a copy of the signed check in form asking for customer concerns and here is a copy of the signed work authorization form explaining we are repairing the vehicle, what we are and are not responsible for and direction to pay authorization to be paid for the repairs. 

  Customer response

  05/06/2024

  Dear BBB,

   Forgive my ignorance of how this works. I just went thru every entry I could find and I still don't see the response from City Center Collision. I have come to the conclusion that CCC's response was the call from **** to come down to the shop. There is not a note of that on your site. The meeting with **** went like this:

  **** started by offering to have the shop install the curb feelers that were missing. I said " I'm not too concerned about the feelers, I want my money".**** responded that he couldn't refund my money, so I thanked him and left.

  Therefore my response to City Center Collision is "Insufficient response, CCC took my money in an underhanded way. The insurance award was MINE to use as I saw fit. I checked with the ****************************** and with State Farm to ensure that my Authorization for repairs was allowable. State Farm had no problem with my authorizations. When I got notice from CCC that parts had arrived and repairs were being started, I asked them if they were "Doing My Authorizations", someone texted back YES. 

  Upon seeing the repairs and complaining, the same bearded man with glasses came out and tried to feed me a BIG lie. He said "State Farm already sent the whole payment, we were 'kinda' forced to do it." 

  Even I know the insurance companies don't pay until the car is picked up. I immediayely went on line and verified. The State Farm app tracks a lot of detailed info. 

  I started  a complaint on NEXTDOOR.COM entitled "You Be The Judge". Seems this little trick isn't new. The repair shop counts on the following response from the consumer when confronted with this situation : "Oh dear, it's already done, nothing to do about it now" and then they go away unhappy but the repair shop walks. 

  Some people offered up this "You got the benefit of the repairs." The cosmetic repairs to my car are totally valueless to me. First off, it makes the car look funny.

  It's 8 years old with ******* miles on. The car has been "touched' by other cars 5 times since 2017. The parts they were replaced were not broken or in danger of falling off the car. The cosmetic work done adds nothing to the value of the car. This was done because as the bearded man said when I made my repair authorizations known "That's where we make all our PROFIT," 

  I'm sorry CCC, your bottom line is not my concern. The bearded man knows exactly what was said when I came in Monday the 8th at 8am. I advised the gentleman several times that I was hard of hearing. If he had me sign papers that needed to be filled out without very carefully advising me of such and thereby taking advantage of my understandable ignorance of how these things work, that's on him. 

  The bearded man STOLE my money and I want it.

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