Carriage Collision Inc

We performed a very small rear bumper repair for this customer and replaced her left mirror. As a courtesy to all our repair customers, we wash and clean vehicles inside and out before delivery regardless of how small or large a job is. During that time, seats may sometimes be moved
forward and backward to vacuum the interior of the car depending how dirty the floor is. The seats functioned properly during the cleaning process as testified by our detail manager of years and functioned properly when the vehicle was inspected prior to release of the car from the shop. The customer had no problem with the vehicle repairs or seats when she picked up the carCommon cleaning tasks would not cause a seat to stop functioning nor would a small repair to a
bumper cover or the replacement of a left side mirror.
When Ms*** contacted me regarding her passenger seat, I respectfully reminded her that the car has 167,miles on the odometer and is years oldI recommended that she take it to the VW Dealer for any issue she was having with
a seatAt the time I did not know whether the seat was power or manualIn either case, it is very common on the VW Beetle for the cable that runs from the adjustment handle to the seat bracket to stretch from use over time and cause the seat to no longer moveThe cable will cost the customer less than $plus labor to install itIn addition, there is a pin in the same area that may just need lubricatingOne of these two possibilities is more than likely causing the seat to stay in the forward position
We take pride in our work and stand behind it by providing a Lifetime WarrantyWe cannot, however, be held responsible for things beyond our control

This complaint is misplaced and should be removed from Carriage Collision's Revdex.com File.  
Upon inspection by Carriage Collision and [redacted] VW, damage to the engine and motor mounts was NOT discovered. In fact, the customer is claiming this damage three months after the vehicle was repaired....

It very well may be part of the damage from the accident he was involved in. And, if the customer believes this damage is part of the claim, he must contact Infinity Insurance Company who will pay for all damage claim related. 
Carriage Collision is an Auto Body Repair and Paint Facility. The only accident related mechanical work performed here is replacement of radiators and condensers and light suspension work. We do not perform engine or transmission work, we sublet this work to [redacted] VW as they are mechanics and have different tools, scanners, and scopes. 
Carriage Collision is not at fault for the accident or at fault for any failure of a motor mount or engine block. We have spoken to the customer and the Insurance Company regarding the next steps that need to be taken in order for any additional claims to be handled.

Review: I brought my car to Carriage Collision after a minor accident. They replaced the bumper and painted and installed it. 7 days later the paint was peeling off. I also noticed the seems between hood and headlamp were not the same anymore from side to side.

When I advised management I was told to bring the car back to get fixed. Helen denied that the seems were their fault and said it was like that when I bought it. She also refused to pay for a rental car while they fixed their mistakes.

Long story short I had to pay for 3 out of the 4 days of a rental car for them to fix their mistake.

She was very rude and unprofessional and I am very unhappy with her customer service.

Their warranty is deceptive.

By the way, today when picked up my vehicle I noticed the Revdex.com sticker proudly displayed on the door. This dilutes the quality of such symbol when poor customers service purveyors display it.Desired Settlement: I would like Carriage Collision to pay the balance of the rental car I had to pay while they 're-fixed' my car. I think its near $81.00. Not a lot of money to make a customer feel resolved.

Its not about the money, rather the principle of being accountable for your mistakes. Its not even about the mistake rather how she handled the mistake that soured this experience.

Business

Response:

The customer has been contacted directly and the bumper cover has been repainted. The bumper had a small 1/2 inch crease causing the paint to detach in a 1/2 inch area. This is very unusual and is a chemical reaction beyond our control; probably a result of the paint not curing at a normal rate.

Our Written Limited Lifetime Warranty states that rental cars are not provided for Warranty Repairs. This notice was provided to the customer at the time of drop off and agreed to. This was also re-communicated to the customer during scheduling of the Warranty Request.

We have repainted the peeling area of the bumper and the customer was satisfied. The headlamps and the hood of the vehicle were not part of the claim or the repair process and were not touched while at the shop. As a courtesy, however, we made an adjustment at no charge.

We apologize for any inconvenience that this may have occurred.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[I do not accept the response from Carriage Collision because their warranty is deceptive. They clearly informed me of their warranty however NOT of the fact that should they make an mistake, they will gladly fix it however the cost of a rental car is on the customer. If they had told me this upfront I would have used a different body shop that stands behind its work and compensates full for their mistakes... Thats it.]

Regards,

Review: On May 17, 2014 [redacted]'s 2006 VW GTI was hit by a Chevy 3500 diesel truck while traveling northbound on Harbor cross street was 17th St. Infinity Insurance accepted the responsibility of [redacted] The car was dropped off at Carriage Collision around Monday, May 19,2014 by VW [redacted] Huntington Beach. [redacted] does not do collision repair and they told me over the phone that the car should be taken to their authorized body repair shop (Carriage Collision). I agreed. The initial inspection quote did not have any mechanical parts for the repair. I immediately noticed and requested a supplemental report. On the supplemental report the only part of the mechanical repair to [redacted] VW was the alignment. The car remained non-operational until July 17, 2014. I picked up the car on that date and they told me all repairs have been completed and my car is certified and safe to drive. On Thursday, October 2, 2014 my engine mount broke. I informed both Infinity Insurance and Carriage Collision of the incident requesting an additional inspection of the damages. The cause of the motor mount failing was from the accident. The bolts where bent on impact. Infinity Insurance on 10/15/2014 offed a final settlement offer of $2,654.46. Carriage Collision says they are not responsible for the damages.Desired Settlement: 1) Complete the repairs.

2) Replace the car.

3) Cash payout for the value of the car.

Business

Response:

This complaint is misplaced and should be removed from Carriage Collision's Revdex.com File.

Review: On 8/18/14 I took my car, a 2003 VW Beetle, to be repaired after I was rear ended. These repairs were paid for by Progressive insurance. At the same time I also had them replace my missing side view mirror, which I paid for. I picked up my car on 08/27/14, but it wasn't until later that I noticed that my front passenger seat had been pushed all the way forward and was stuck in that position. I know it wasn't that way when I left it, I had a friend with me when I dropped it off and she can state the same. I called the next morning and spoke to Carolina and explained the situation. She told me she would have someone call me back. No one did. Called again after the holiday weekend and spoke to Amanda who also told me she would have someone call me right back. Again no one did. I called again the next day 09/03/14 and spoke to Amanda again who put me on hold and this time came back snd basically said that there was nothing they could/would do. That this had never happened and they didn't know what to do, and suggested I call a dealership to have it looked at. That the only one that had been in the car was the detailer. When I asked her why I should be responsible for the damage done to my car while they had it, all she did was apologize. Next I emailed the owner to explain the situation. The email first of all made me realize that she thought it was an electronic issue, which its not, just a manual lever. And second, that she thought my car was too old to worry about fixing and that I should take it to a dealership myself. And she also denied that Amanda ever said anything about the detailer. I still have her email saved. So to date my front passenger seat is basically unusable, and probably unsafe if the airbag was deployed with anyone in the seat.Desired Settlement: I just want my seat fixed or have them pay someone else to fix it.

Business

Response:

We performed a very small rear bumper repair for this customer and replaced her left mirror. As a courtesy to all our repair customers, we wash and clean vehicles inside and out before delivery regardless of how small or large a job is. During that time, seats may sometimes be moved forward and backward to vacuum the interior of the car depending how dirty the floor is. The seats functioned properly during the cleaning process as testified by our detail manager of 15 years and functioned properly when the vehicle was inspected prior to release of the car from the shop. The customer had no problem with the vehicle repairs or seats when she picked up the car. Common cleaning tasks would not cause a seat to stop functioning nor would a small repair to a

bumper cover or the replacement of a left side mirror.

When Ms. [redacted] contacted me regarding her passenger seat, I respectfully reminded her that the car has 167,000 miles on the odometer and is 11 years old. I recommended that she take it to the VW Dealer for any issue she was having with

a seat. At the time I did not know whether the seat was power or manual. In either case, it is very common on the VW Beetle for the cable that runs from the adjustment handle to the seat bracket to stretch from use over time and cause the seat to no longer move. The cable will cost the customer less than $60 plus labor to install it. In addition, there is a pin in the same area that may just need lubricating. One of these two possibilities is more than likely causing the seat to stay in the forward position.

We take pride in our work and stand behind it by providing a Lifetime Warranty. We cannot, however, be held responsible for things beyond our control.