Complaints for Henry's Collision Auto Body in Bryant, AR

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

5/10/2021

I sent my car there for a estimate for an auto accident the car set in my yard for 2 weeks before I sent it to him it had a busted oil pan they tell me I have to pay $280 to get my car back for the estimate that they gave I asked why they said $40 for removing the bumper cover for looking at something which I think that should be part of the estimate and then they want to tell me that I owe them $50 also for them having to clean oil up out of their driveway there was no oil in the car it's set in my yard for 2 weeks with the busted oil pan so there's no way there was oil in their yard on their driveway then they charge like a hundred dollars for towing and they listed all this also under parts on the estimate they didn't write out what each woman specifically for. Resolution Sought They need to change that bill there's no way that just an estimate should be $280 I understand $200 tow fee but $50 to your oil clean up that there was no oil in the car to begin with and then they want to charge me $40 to remove the bumper cover for giving an estimate I don't think that's right either

Company Response

5/26/2021

We are sorry to hear that you were unhappy with our service. On April 23 2021 Mrs. Kerri contacted us requesting an estimate. A free estimate was provided after Mrs. Kerri sent us photos of the damage. We advised that if she would like a more detailed estimate we would need to send a tow truck and bring the vehicle to our shop. Mrs. Kerri agreed and we had the vehicle towed here. The vehicle did in fact leave oil in our driveway, we have photos to prove it. Because of this we did charge a $50 clean up fee, engine oil is a very hard liquid to get cleaned up. Also we removed the rear bumper in order to see if there was any more hidden damage. Our estimating system gave us 1.1 hours of R&I (remove and reinstall). The vehicle was located about 25-30 minutes away from our shop. The tow company charged $100 to pick up the vehicle from that location. We wrote and sent Mrs. Kerri a more detailed estimate of the damages of her vehicle. Therefore a $50 inspection fee was charged. The vehicle was in our facility from 4/24/2021-5/7/21 we had every right to charge storage fees(which we did not). I advised Mrs. Kerri that if insurance was going to cover the damages we would charge the insurance company and not her. After her car had been at our shop for about 2 weeks she wanted to take it somewhere else and get another estimate. I apologize if Mrs. Armstrong expected us to pick up the vehicle and write a detailed estimate and not charge for anything. Please let us know if there's anything else we can help you with. Thank you"

Customer Rebuttal

5/27/2021

I find it hard to believe that a car leaked so much oil out at accident scene that it didn't register on dip stick then sat in driveway for 2 weeks would still have any oil left to leak out. Just because there are pictures of oil on ground doesn't mean it came from that car and I'm pretty sure the car was with in 10 miles of the shop so no way it took 30 minutes to tow car from where it was to there. Driver must have stopped for a break. But whatever I'll just make sure I don't refer anyone to this shop

Company Final Response

6/21/2021

Thank you for explaining your concern further. A vehicle can have engine oil even if it doesn't register on the dipstick. Now since I understand you were unhappy with some of the charges. I can offer a refund of 25% only on the engine oil cleanup fee, not the total bill. As a courtesy we will refund a percentage of the oil cleanup fee, but as we stated before the vehicle did leave engine oil behind. Also the tow company that picked up the vehicle was in Little Rock. The vehicle was located in bauxite, so no your vehicle was not 10 miles away. If you would like to get your refund please come by and bring your receipt. NO refund will be given without a receipt. I am also more than happy to show you a picture of the engine oil left behind by the car and the invoice of the tow bill. Thank you. Please contact us for anything else you need.

Complaints and Resolutions

Henry's Collision Auto Body complaints