ComplaintsforCope Collision Center

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a tesla model s that was involved in a minor accident that needed body repair work done and this business was one of two places with certification to repair Teslas. We had our car towed there April 3rd. On April 4th Allstate sent a estimate with body repair work rated at $75 an hour. The car was then looked at by **** who then went back to the insurance quoting a rate of $185 an hour for body work which Increased the cost significantly. My insurance notified me that they were not able to reach an agreement over labor rates and if I were to keep the car there then I would be responsible for the difference. I then attempted to have the car towed to the other location that would repair the car at the labor rates quoted by my insurance. At this point **** would not release the car until I payed for the diagnostic work at the $185 hour rate (NO repairs had been done on the car) and for storage fees at $250 per day. This amount was about $5500. I of course refused to pay this and tried to argue that they could not hold my car as no repairs had been done. They even tried to convince us to get car fixed and they would go after my insurance for the difference--again I refused. My husband and I finally physically went to the shop, showed them the paperwork showing what Allstate was willing to pay, and said they shouldn't have even touched the car if their rates were going to be that far off. They finally agreed to release the car after we paid $50 per day storage and diagnostic work at $75/ hour which totaled about $1500. The frustration comes from the fact I had no control over what my insurance will pay, or the ability to offset the storage fees by having the car worked on or moved sooner. At no point did I feel that this business was being reasonable with their business practice as they continued to double down on saying their labor rates were reasonable despite evidence to the contrary and expected me to pay these fees when NO work had been done.

  Business response

  05/08/2024

  Our first priority is to resolve any misunderstandings or miscommunications with our clients. Although this client did not choose to work with our team on the vehicle repairs, we did everything we could to resolve the confusion or misunderstanding related to the costs and fees associated with the initial repair quote process, as well as the additional storage costs for electric vehicles (extended due to negotiation with the insurance company and customer). The vehicle evaluation required skilled work to carefully disassemble the affected parts of the car and investigate the underlying structures for hidden safety issues.
  
  We respect the customers decision to take the vehicle elsewhere. Prior to releasing the vehicle, we presented the incurred service bill (which is consistent with our published rates) for the work performed during the evaluation and quote process. This customer was surprised by the amount due. Consistent with our commitment to an excellent customer experience, we negotiated the published storage fees down by 80%because we recognized that she had very little control over the amount of time the insurance company would take in negotiating terms. To help speed up the process of getting the vehicle to a shop that would do the work within the terms set by the insurance company, we also reduced the service technician rate by 60%. To help get this customer back on track with her repairs, we reduced the total amount due on her account by nearly 73%.
  
  After an accident, just like this customer, we want your vehicle restored and safely back on the road as soon as possible. Our team of elite certified technicians has been a trusted partner by thousands of customers over 60 years  something we are very proud of. Almost no other facility can match our level of quality work because we have some of the best technicians in the area.  When customers entrust their vehicles to our team, they benefit from the highly skilled talent in our collision center. Unfortunately, some insurance companies do not value the quality of service, parts, or attention to detail that we do. These insurance companies set a low-ball repair rates and then look for and find discount or bargain shops to perform the work. The discount shops are selected for their prices regardless of quality, safety record, or experience. Because we are not a discount shop, some insurance companies do not cover the full cost of repair by our highly qualified team of technicians and thats OK. We do our best to make sure that the full costs are paid by the insurance companies that are responsible for payment. Some customers choose to pay the balance of what the insurance company does not accept out of their own pockets because they value the quality of the work and the safety of their vehicle for the long term. There are other situations where customers choose to take their vehicle elsewhere.
  
  In this customers case,we worked to ensure the best possible outcome for her vehicle repairs. However,the cost to provide a full and safe repair was beyond the discount rates of her insurance company was willing to pay and outside of her personal repair budget.Although this customer was surprised by the costs, we negotiated a reduced rate to close out her account so she could take her vehicle to another shop for repair.
  
  Additional Notes:
  We communicated with the customer at every reasonable opportunity about what was happening with her claim. The insurance company slowed the process and delayed the resolution. The customer approved a full evaluation of her vehicle to determine the extent of the damage and what was needed for a repair. An estimate was provided to the insurance company for approval. Because the insurance company did not agree with the shop rates charged for working on electric vehicles, they recommended their insured go to an insurance preferred body shop. Working on and storing an electric vehicle requires special precautions to guard against spontaneous battery explosions, pollution, and further loss. After the vehicle is fully evaluated, it needs to be stored in a protected environment.  This includes being wrapped and protected from the elements. The costs associated with the evaluation and storage were fair and reasonable consistent with published rates. In most cases, the costs associated with the vehicle evaluation and storage are paid by the insurance company. We offered to help the customer with the process of having the insurance company pay the costs that were incurred, as required by her contract. Unfortunately, it appears that the pressure and delays caused by the insurance company resulted in a breakdown of communications with this customer. As such, she sought to move the car to the insurance company's preferred shop. The amounts this customer lists in her complaint for our charges are not accurate. We discussed the issues with the client and worked out a solution that we believed was fair. In the end, this customer was not happy with the outcome of this situation, and we understand this, but we did our best to resolve the situation amicably.
  
  Thank you,
  *****************
  Cope Collision Center

  Customer response

  06/01/2024

  I am sorry it has taken me so long to respond, I was out of the country for and I did not have access to my supporting documents. A couple points I wanted to make, they reported that the increased storage fees were required for electric vehicles, and this is absolutely not true. The car was stored in a manner exactly the same as all the other gas powered vehicles. Plus, if this was really necessary, this would be an issue to everyone who owns an electric vehicle. Also, the response kept reiterating that I had a choice in who I can take my car to, but when I tried to exercise that choice I was given a bill that was completely unreasonable, charging me fees that were not going towards getting my car fixed. Lastly, as this is a new development, as I am now communicating with the autobody shop now repairing my car, several parts were found to be missing from the car totaling about $8000 which my insurance company does not want to cover. So after all I have had to deal with **** regarding my car, I now have this obstacle to deal with that I will have a hard time being able to afford out of pocket. 

  I have attached the original invoice **** wanted us to pay, as well as what we paid when we negotiated the storage and labor fees down. I should note that their system initially puts what the deductible for the insurance would be, but this did not apply in this case since insurance was not willing to pay anything. We paid the full 1547. **** reported that my numbers were not correct, but as my documentation will prove, everything I said has been true.  I have also attached an authorization form they used to claim that they had a lien on my car to hold for the fees, but this authorization reports the lien would apply for repair costs and nothing had been repaired in this case. 

  Thank you, and again I apologize for the tardiness of my response.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was quoted by this company 5 days for repairs. I drive for Uber so it's important that quotes be accurate. The damage was due to being rear-ended. I had minor damage on the bumper and basically needed just the bumper replaced. They stated, after two days, they just got around to looking at it and there is additional damage. I inquired about it being ready in 5 days like quoted. The person who gave me the quote, ****************, said he said he never quoted 5 days. I contacted USAA and they confirmed they were also quoted 5 days by the facility. This company is dishonest and they will not allow me to cancel the repair and pick up my car. I simply have to go without it beyond the 5 days I was quoted. Would love to know my options.

  Business response

  02/10/2023

  The date of loss was 4/16/2022. Cope Collision Center received an assignment from USAA on 4/25/2022 and the customer was called to schedule a visual estimate. The visual estimate was scheduled for 4/26/2022. The estimate was uploaded to USAA and approved on 4/27/2022. ***** signed authorization for repairs on 1/25/2023 to order parts based on the visual estimate. Parts were received on 1/27/2023. ***** was contacted and she scheduled repairs for 2/06/2023. On 2/06/2023 ***** dropped off her vehicle for repairs and she was informed  we need to disassemble the vehicle and that if there was hidden damage we would create a supplement and send it to USAA for approval. The vehicle was disassembled on 2/06/2023 and additional damage was found that was hidden until the bumper cover was removed. The newly discovered damaged parts along with the *** repair procedures were then uploaded to USAA via a supplement.  The supplement was approved on 2/06/2023 and additional parts were ordered. On 2/07/2023 we received parts but were short one bracket. We contacted the vendor to check on the shorted part and were told we should receive it on 2/08/2023 however, it did not show up until 2/09/2023.  On day 2 ***** is calling and wanting to pick up her vehicle. ***** was told that we are waiting on the last part to be able to reassemble her vehicle and that everything had been painted. Cope Collision gives a daily text update on the repair status of all vehicles in the shop currently being repaired. On 2/09/2023 at 12:16 pm, **** sent a text message to ***** that her vehicle was ready for pickup. ***** arrived at 1:33 pm and **** went out with ***** to go over it with her. ***** said it looked good. Wendys vehicle was completed in less than 5 days. 
  
  

  Customer response

  02/10/2023

   
  Complaint: 19368362
  
  I am rejecting this response because: This business made several false statements about the incident. The first false statement is that I was informed at drop-off that if there are additional parts needed, a supplemental request would be sent to the insurance for approval. Their security cameras would support the fact that I dropped the vehicle off around 6pm on Sunday, February 5th, and filled out a form with my information and keys which were put in their drop box. The business was closed at this time and I was informed of nothing.

  The text link they sent me to track the status updates of my repairs were not updated. On Wednesday, February 8th, I contacted the company via text. All of our messages can be found via their text messaging system to prove that what I am saying is the truth.

  I was informed, via text, that after they tore the car apart (not until Wednesday, mind you the car as been there since Sunday), they found additional damage and had to order extra parts. They stated it would not be ready by Friday. Since I agreed to a 5 day repair, and drive for Uber for a living, I needed my car by Friday. My bumper had barely been scratched by the driver behind me and I do not believe there was further damage underneath. Also, this company did not contact me to let me know it would take longer than 5 days to repair. Because they could not complete the repairs in the time frame promised, I wanted my car back so I could take it somewhere else and work this weekend. I did not give permission for them to complete extra work or take extra time to complete said work. 

  The company response states the car was tore apart on February 6th. The text messages you will find in their system states otherwise. I wish I would not have deleted them already or I would send you screenshots. However, I was not counting on this company to lie so blatantly. 

  I questioned why I signed a form stating they could order parts two weeks before repair, only to have to wait on parts. The front desk lady stated that they found additional damage once the car was torn apart on Wednesday. The company response states they were shorted parts. I was not given this information at any time. I believe this company lied about being shorted parts and wanted to try and make extra money off this repair but making false claims about damages.

  After ****'s repeated statements of having NO IDEA when my car would be ready for pickup, he told me if I had a problem with that I could contact ******* myself to see how long it would take for the part to arrive. 

  I was not told that the parts had all been painted and they were waiting on the last part. Again, the evidence can be found in their texting system. I was told, by 4 different people, exactly this: They tore the car apart on Wednesday, February 8th, and found additional damage. Those parts had not been ordered yet but were ordered on Wednesday. They had no idea how long it would take for the part to show up or how long it would take to complete once the part arrived. They said they never tell customers their repairs will be completed in 5 days, that their standard repair time is 3-5 weeks. 

  This tells me that my car will not be ready for weeks. I want to pick my car up and am told I can pay for the tearing apart process in addition to towing because it isn't driveable. And how dare I request to pick my car up before my own 5 day expectation, even though ****** and **** stated they had no idea when the car would be completed. The front desk stated 5 days after parts arrived. Which still puts my pick up time beyond the 5 days I was initially quoted. 

  This company needs to held accountable for lying to and about their customers. 

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

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