ComplaintsforMiracle Auto Body and Paint

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  07/15/2024- 07/31/2024 $1826.21 On July 15th, I took my vehicle to Miracle due to a minor accident. I showed them what needed to be done. On the 31st of July, I went to pick up my vehicle and the first thing I noticed was that my gas tank was empty so I stopped to refuel. It's good that I did it because the work that was supposed to be done was ok but they had damaged the interior. When I brought it to the shop's attention I was given the runaround. I was even told that it's normal wear and tear, the car only had 20K miles on it. They refused to take responsibility for the damages.

  

  Business response

  09/09/2024

  We repaired this 2016 ****** Avalon for a front end accident. The customers front drivers door trim panel has some wear, exactly where the customer grabs the interior door slot handle to pull and close his door, once he enters his car. He has been using this handle for eight years now and that's not what he brought his car in to repair. Reparing a front end accident will not damage the drivers front interior door handle. As for his gasoline concern, we did not drive his car for any reason. We replaced his front bumper and his left fender, and we blended the hood and the left front door. The complaint he is referring to is wear and tear on his main front door, from where he's been using it every day for the past eight years.

  Thanks for assisting us with this matter. 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle had a vandalism claim as it was stolen and recovered the same day. I dropped my vehicle off twice. First drop off was okay. They addressed some of my initial complaints. The second drop off was very disappointing. When i picked up my vehicle. I noticed a clean cut on my dash. There was also indentation as if some had placed something down and cut. There was chewed up gum in the passager door panel. At this time no one has been in my vehicle. I had it 28 days before it was stolen. I keep a very clean and odor free vehicle. I spent several hours detailing and washing. They pulled up my plastic protectors from my floor boards. This was irritating because there was no need to. No issues with floor board. I live in the country now i fight with sand. They will not honor the dash because the claim type. I have photos that the cut wasnt. I can only hope this wasnt an attempt to commit fraud. No electric diagnostic was performed nor reimbursement. I solved my problem by purchasing new fuse. The interior lights didnt function. The door panels look used not new. My cv axle claim was turned down because they tried to charge insurance for dash. I shared this wasnt from the incident. I was referred to go to this business. They should have done a better job. My husband had just passed away. I am going through so much with that. April car stolen. May husband killed. There was no sympathy just a disagreement. Upon pick up the vehicle had black spots all over. Appearing to be overspray. They didnt even wash my car. Yet they offered to do so. Irony there because they claimed they need to vaccum then blue powder. I had on the floor. I did that to draw out smoke smell. Overall this wasnt a good experience. Insurance cant do anything cause it was my choice shop. Do not recommend this company.

  

  Business response

  07/30/2024

  Thank you for requesting our information on this vehicle theft recovery repair. The vehicle was brought into our shop on April 29th and picked up on May 17th, 2024. The vehicle repair cost was covered by Mile ************************************ We repaired and replaced the ignition steering column and all the covers and an ignition harness as well, we replaced the left front door handle, we also replaced the two trim panels on the rear doors. The total repairs were $4959.53. We provided a $300 discount, lowering the total to $4,659.53. We now believe that there is no damage to the dash. The consumer is seeing the passenger air bag outlining, that appears to look like some sort of damage on her dash. The car was stolen, and we did offer to request for her ***************** to repair the dash. However, she decided not to present the request for the dash repair to her insurance company, because that *** have Totaled her vehicle. Since we last reviewed her concern on her dash, we researched and we're pretty certain the line she's believing is damage, is actually the outer lining of her passenger air bag. We are willing to review her concerns once again, and we're willing to present any additional repairs, if any, to her insurance company. We do not have influence over the car becoming a Total in the opinion of her insurance company. Our General ******** Mr. **************************** is looking forward to assisting our customer with her concerns. We encourage her to come by our shop and visit with ****************. Thank you.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Car was in this shop for almost 2 years , there was zero lack of communication with this shop and they mis managed funds not only did my car sit that long but damage was done too the car because it sat that long and the business is denying it ,,, in the Texas heat this ship failed to take care of my interior and they dont wanna replace the damaged parts . They also claim the starter and battery were good but thats a lie this place is currently being investigated for fraud on 3 different claims they are a joke

  

  Business response

  04/18/2024

  Good afternoon. This ******** arrived for repairs on November 28th, 2022. The customer signed the authorization for repairs on November 30th, 2022. The vehicle was towed to another shop as requested by the customer on December 8th, 2023 after we completed our repairs. The customer signed our authorization that states our repairs are estimated to take two weeks per every one thousand dollars of repairs. The repairs were over $42,880.80. That would be an 86 week repair timeline. We completed our repairs in 54 weeks. We protected the vehicle to the best of our abilities throughout the entire process. We do not have an air conditioned shop. So, all our vehicles are exposed to the natural heat temperatures of *****. The authorization signed by the customer also states that our business is not responsible for any consequential damages arising from weather, fire, or theft. We completed all repairs paid for by the customer and his insurance company. The vehicle had some aftermarket engine performance parts that the insurance policy did not cover under his policy and those parts were shipped to our shop by the customer over a six month period. The customer requested we have his vehicle towed on December 8th, 2023 to an engine performance shop, so that they may install additional aftermarket engine performance components that were not covered by his insurance policy. The vehicle was operating correctly while under our possession and it was driven onto the tow truck when it left our shop. On January 6th 2024 we received complements for our repairs from the customer via texts. We are willing to address any concerns he may now have for any of the work performed by our shop. The customer is welcomed to contact our General Manager, *********************** at ************. We stand ready to assist our customer at his earliest convenience. 

   

• Initial Complaint

  02/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  1/20/24 I had taken my car to this body shop before and they do amazing service me and my family have always trusted this shop and is our go to however as of today that has changed. My car has minor bumper damage a scratch on the base and both sides had popped out. I gave them the car and they explained for every 1000$ of damage its 2 weeks of work which was the first inconvenience but I have a good system so it didnt hinder me much. I got a call in a week and they stated the amount to fix my bumper was ****** my jaw hit the ground when I heard that, my insurance officials mouth also dropped when asked why it was so much they stated it was for *********, nut, body items, and other items.They were able to drop that number down however due the the shops high service costs and fees caused my car to become totaled. This car only had a bumper scratch, bumper damage, and a broken turn light. How does damage like that amount to ******. I had told my Insurance to cancel repair and pull my car out from the lot. Get this they charge you for the teardown to ***** to retrieve my car along with numerous other fees that we not discussed durring the signing process. So I've officially lost my car to the repair shop, how small bumper damage on a 100% drivable car to losing your car entirely I will never trust this shop and I will make sure other know about what happened to me I trusted you all to take car of my car now I have nothing.

  

  Business response

  02/21/2024

  To whom this may concern. This car is a 2014 ****** Altima and it had a lot of damage. It required a new bumper, both headlamps, front ****, both signal lamps, an absorber, right fog lamp, repair time to the hood, and a total of fifteen brackets, retainers and stiffeners. It required the removal of the radiator support and radiator, a/c condenser and refrigerant. It also required proper electronic verification applications to confirm all systems would be operating appropriately after completion of the repairs. In total the repairs were estimated at $11,066.79, which included all labor, painting and paint materials. If this car would have been a few years newer, say a 2017 or 2018, then these repairs would have been approved by the responsible insurance company. We are liable to the public to perform complete repairs on every vehicle we repair. We must report all damages found on every vehicle to the appropriate insurance company and they determine if the car should be repaired or not. We want to repair every car that comes into our shops. However, we are not the party that gets to make that determination. It is completely up to the responsible insurance company to decide to approve the repairs or to deem the vehicle unrepairable due to the extensive damages found after a complete examination of all damages and a complete estimate is finalized. I hope this information explains the process a little better for everyone involved. 

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have taken my car into shop on May 25, 2023 and picked it up on 7/25/2023 they took a while due to a rental from Miracle Rental had gotten stolen that I had rented and they complained they were not getting payout from another claim I had to fille for their auto rental getting stolen. They did not want to release my auto till payout was approved I also have verbal from shop and my insurance of this incident. When I was able to pick up my vehicle They did not clean or wash auto but I had noticed a few flaws they then took it to back and they stated it was fixed. I then brought it back due to horn not working and my windshield level was broken as well and currently still is today. The wiper arm had to be fixed and the fender on driver side also continues to pop out the video shows the fender and noticed the other flaws on hood but is noticed at **** when light is reflecting. The car has been taken into shop already 3 times for corrections but there are now the flaws on hood the fender and washer leveler. The fog lamp on passenger side was also one of the repairs as well.

  

  Business response

  10/19/2023

  This vehicle was addressed and completed for our customer ************/**/2023. We were unable to respond to your complaint. We tried to access you respond link and were unable to receive access. However, all repairs have been completed and resolved for our customer. Sorry, for the my misunderstanding or functioning of your system. I am always willing to respond and assist with every complaint as efficiently as possible. Thank you for your assistance and attention. 

  Customer response

  10/24/2023

  Complaint: 20557257
  
  I am rejecting this response because: The bumper has the continuing issue I have reached out to business to notify them.
  
  Regards,
  
  ***********************

  

  Business response

  11/03/2023

  We would like to encourage the consumer to please stop by our shop and ask for our General Manager, *********************** at their earliest convenience. We'll make sure to inform **************** to expect to visit with this consumer and to please address his concerns as efficiently as possible. We'll also be sure to have **************** update our corporate management team on the consumers concerns and also have him ask our senior technicians to address and assist us in resolving our consumers concerns. We'll also ask the manufacturer of the part utilized for this repair, for their assistance in addressing and resolving the consumers concerns. Thank you for your assistance and we look forward to addressing this consumers concerns. 

   

   

• Initial Complaint

  08/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Nobody should wait for a month an a half just to replace a bumper and a windshield and to be left in the dark without knowing the progress and every time when they said for me to pick it up. Then they said I could not pick it up because it was not ready when I took it to be repair in June 17, 2023 and it's still not ready even today I ask for a supervisor and they said their were no supervisor available. Miracle ***************************** ************************************************************************** Office ************

• Initial Complaint

  10/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  20 days ago I have been unhappy since week 3. I brought my car in for somewhat minor repairs. It was basically the bumper and some scratches on the driver side from hitting a Coyote. I never got any follow up on the timeline for my car. They said it was an insurance delay however my insurance said they had not received anything from them. They "resent" it and my insurance got it and processed it. Then I was told it was delayed because someone was out for Covid. Then I was told someone quit and did not advise a part needed to be ordered. The only time they proactively reached out to me was to see if I wanted to pay an extra $500 to fix a scratch that was in the door that they were already painting. I finally received a call that my car was ready so I called back. Then I was told that Robert was not there and I could not pick up until Monday. I asked if I could work with someone else and just get my car. They put me on hold and then said that my insurance owed an additional $600. So another 3 days without my car. I finally go to pick it up and the bumper is totally misaligned and the paint was not buffed on the door. It looked terrible. He took the car back several times to "fix" it. It should never have been presented that way to begin with. The bumper is still not totally aligned and he said it is not their fault, it is the way it fits. Well, it aligned before I took it there. I am so unhappy with the service, lack of follow up and shoddy work that was presented to me. The bumper also had a scratch. I put my comments on the paper and asked the manager to call me and I never got a call.

  

  Business response

  10/06/2022

  We will reach out to our customer and address the concerns. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My multiple experiences with Miracle have included frustration, incompetence, multiple delays, broken promises, and unappreciated patience. I had taken my vehicle for minor body repair recently and while the body work was adequate, unfortunately the door’s emblem lettering had been placed at a crooked angle and a smaller than original badge was used and off-centered as well. After nearly a month of trying to get a follow up, I ended up emailing several contacts expressing my concerns on the lack of communication. I finally received a response that the dealership informed them that the smaller badge they used was the only one available. I did my own research and found the correctly sized badge along with its part # and links to online sellers. Supposedly they ordered it from one of those sellers but received the wrong size, informing me that I could instead source my own and they’ll reimburse me. I was able to obtain the correctly sized part from the local dealership the very next day and emailed them the dealership's $22.45 invoice. After about three weeks, on the second attempt, the degree of misalignment was worse and they also did not have the reimbursement check ready. A third attempt was made at a later date... although the alignment and centering with the badge was still off, it was the best of the attempts so I just settled with it. However, they did not have the reimbursement ready. Communication then became even more sporadic. I last called June 24 and was informed that they were aware of my situation; I've had no follow up since. It’s been over four months since I originally provided Miracle the dealership's invoice and I have yet to receive the reimbursement. I’m a person of principle so this is not about just $22.45 but more so the lack of consideration, urgency, promptness, and customer service overall. I value businesses not just at what they do when everything goes right, but also just as much as their actions when something goes wrong.

  

  Business response

  08/12/2022

  We're sorry about the mix ups. We ordered your emblem three times and continued receiving the wrong one from our Chevrolet Dealer. The difference was the size of the GM logo was slightly larger originally then the size of what they said they had access too. Your vehicle is a 2007 year model and parts are much more difficult for dealers to properly identify on older year models. It wasn't for a lack of effort on our part that we struggled with final item. Sometimes, what should be an easy part of a repair, can turn out to be a very challenging one. As far as your $22.45 refund, we understood you would be picking it up at our office, and it has been ready for you since July 15th. However, we have mailed to you as of earlier this week, now that we understand you would like mailed out to you. Thank you for oppurtunity to assist you with your repairs, and we stand ready to assist you in the future should you require our services once again. Take care and God Bless.  Tell us why here...

  Customer response

  08/17/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17678827, and can confirm that the reimbursement check was received. Just as a note, my last contact with Miracle was by phone on June 24. I never received any communication after that date regarding the reimbursement, thus no way of knowing that it was available on July 15 for pickup. The invoice for reimbursement had been provided to Miracle on March 25 with final repair attempt made on April 15... a 3-4 month wait for a simple reimbursement is extensive. Additionally, it had taken me less than 10 minutes to confirm with the dealership that they had the correct part # and it was the right size prior to picking it up. My recommendation to Miracle is to recognize this as constructive criticism in order to improve their communication and reimbursement protocols.
  
  Regards,
  
  *****

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing this to complain about the billing I was charged on June 30th for my 2017 Nissan Versa. It is listed under my wife’s name, ******* ***** ******* ********. I had my vehicle towed to Miracle Body and Paint after an accident, and I informed the shop that my insurance was through ***** and that I needed a disassembly so that insurance could complete their evaluation. My technicians name was *****. After a week of waiting without any questions from *****, I was told by ***** that they would not cover the full amount of my bill because I was overcharged. I looked at the bill and it quoted a Alignment check, scan, and a charge for removing personal belongings to the vehicle. I did not authorize any of that labor and there were no personal belongings in the vehicle. I went into the shop to protest the bill. I met with ***** *****. I told him that the bill was overcharged, and I informed him that I had removed all my belongings from the vehicle, and that I had not authorized any of the other labor on the vehicle. He admitted that the personal belonging charge should not be charged, even though insurance and I had talked to him about it 3 times already and he refused to remove it. He only removed the charge after I confronted him in person. He also admitted that there was no authorization for the labor, and that someone should have called me, but he refused to remove the charges from my bill. I asked to speak to a manager or supervisor, and he informed me that “he is the manager” which I doubt. ***** just repeated over and over, “we aren’t charging you, we are charging insurance” and that the insurance adjustor, ****** ****, was a former employee with a bone to pick with Miracle. He said “we’ve had to throw him out in the past." I was charged $2010 to have my vehicle removed from Miracle Body and Paint. Since ***** admitted that the personal belongings charge was false, it speaks volumes to the ethical standards of that business. I want a refund.

  

  Business response

  08/02/2022

  We wrote an $8000.00 estimate after reviewing all damages to this vehicle. Our Board Price List displays all our administrative fees inside our lobby area. All insurance companies pay our fees for such services and in fact often encourage us to assist them with these services in order for them to determine their options and positions on the repairs of their claims. ***** has chosen to charge their customer for our services. ***** often try's to short change their customers. ***** is breaking their policies commitment to their customer, and the customer needs to defend themselves. We don't work for free for anyone or for any insurance company. We know the customer is RIGHT to be upset with *****"s decision, and we encourage the customer to seek legal advice to pursue collections of the monies that are rightfully theirs. ***** will play their odds against their consumers and will only settle with those consumers that are willing to pursue their rights through litigation. It's sad, but that's the way they operate. In Texas, collision centers do not have direct legal standing against third party payers. Only the policy holder can pursue legal action against their insurance company. The Auto Body Association of Texas has presented House Bills to our to State of Texas Congress for three consecutive sessions, but we have not yet been successful in improving our consumer bill of rights in terms of property insurance policies protections. We are ready, able, and willing to participate in any action the consumer may pursue against the party that took their money. We did not take any money from the consumer. We charged ***** for our services and we are ready to prove our service charges are normal and valid administrative processing fees that All Insurance companies pay for services they receive from our associates, our facilities, and for the use of our equipment and technologies. We encourage our customers to write and file a complaint with the Texas Insurance Board. Usually, that doesn't always help very much, because the Texas Insurance Board usually recommends pursuing settlement in a court of law. Insurance companies have too much leverage over their policy holders, unless the consumer takes them to court. Then, ***** will settle with them without ever stepping foot into any court house. They may also be entitled to a Bad Faith claim, but that's something they will have to learn more about from their legal counsel. Our attorney will be glad to discuss their case further. Please let us know if they would like some guidance from our in house counsel. Thank you for your assistance with this matter. 

• Initial Complaint

  05/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Miracle Body and Paint had our vehicle from December 9,2021 to May 9, 2022 due to a no fault accident that required extensive repairs to our 2020 Rav 4. They did not provide the insurance company the necessary documentation to extend the rental car from ********** past the estimated repair time. ********** billed my credit card $681.42 because of the lack of documentation. Miracle Body and Paint has refused to return my calls or make any effort to resolve this issue. Miracle Body and Paint sent us a check for $200 toward the amount. I have tried for over a month to get someone to speak with us concerning this issue. They also broke the handle inside the vehicle and the rear view mirror while the vehicle was in their possession. There are also issues with the repair that they promised to correct. We would like for them to either provide the necessary documentation to **** or send us the remainder of the funds for the rental car in the amount of $481.42.

  

  Business response

  06/19/2022

  After reviewing the repair order documents signed by our customer, she was notified, signed and agreed Miracle Body and Paint will not be responsible for any rental car charges. We were directed by **** to communicate with this person in reference to repairing the vehicle of discussion. The person that signed the documents is not the same person that filed this complaint. We will try once again to communicate with **** of all the procedures involved with the repairs of this claim and hope that **** reimburses these customers for the policy coverages **** promised to cover and was also paid for these coverages by these customers. We will also be reaching out to these customers to assist them with their insurance reimbursement. 

  Customer response

  06/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17255257, and find that this resolution is satisfactory to me.  If the indeed send the required documents to ****.  That is what we asked for from the beginning but they did nothing.

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

*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. ↩