Body Shop Weirdness - What Would You Do?

Discussion in 'Prime Care, Maintenance and Troubleshooting' started by DavidA, Jun 15, 2019.

  1. DavidA

    DavidA Prius owner since July 2009

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    On May 17th, we experienced an awful hail storm. The Prime had lots of hail damage on the hood, the roof, both left side doors, front and rear left quarter panels, and some other miscellaneous trim pieces. Insurance handled all but my deductible. Went in to the shop June 4th. I got it back yesterday, June 14th.

    When picked up, the car shows two faults so far - intermittent ability to lock all the doors with the driver's door switch, and "Window Open" at shutoff and startup when all the windows are actually closed. I'm guessing there is a plug or window sensor they didn't catch when they were rebuilding the left side driver's door.

    But.... get this. Somehow, 12 miles of driving was done on the car when it was in the shop (per ODO and Trip B readouts). Their own write up paperwork supports this, as they wrote it down when the key fob was handed over at drop off. The traction battery had 23 miles left at drop off and 0 miles when I started the car at pick up. The Time duration on Trip B at drop off was 59h 03m, and at pick up was 75h 15m.

    When I walked back in (not having left the lot yet) and asked why anyone would need to drive the car 12 miles, or have the car turned on for 15 hours, I was told that would never happen. No one has any reason to ever drive a customer's car, and no business doing so.

    Obviously, the data shows otherwise. I have a meeting with the manager Monday morning.

    How pissed would you be? What would you ask the manager of this operation? What would you do?

    This is a large multi-location, and multi-state body shop chain that my insurance (Allstate) sent me to. BTW, the hail damage seems to have been repaired per expectation.
     
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  2. jb in NE

    jb in NE Senior Member

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    They may have had to take it to other shops or locations, for glass, specialty work, etc. I would express displeasure with the manager and ask for some compensation if there isn't a reasonable explanation. 12 miles over 10 days is not much.

    Leaving the car on while they work on it is no big deal. Probably listening to the radio and thought it was in accessory mode.
     
  3. DavidA

    DavidA Prius owner since July 2009

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    I thought so too. I asked about that, and I was told that under no circumstances, would the car ever need to be off premises. They have a van and a driver for those tasks, or the parts would be dropped off to the service center. Their insurance would not permit anyone driving my car, unless absolutely necessary, and only with my permission. Moreover, if they had an accident when driving it, my own insurance might not cover it (which is strange, since it was there for an insured repair).

    It might be remotely possible, that they might have broken a side window while repairing the car, and had to get the car to another specialized shop. But - they are a full service body shop, so even that would be handled in-house, I would think.

    There is something they aren't fessing up to.
     
  4. jb in NE

    jb in NE Senior Member

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    This should be an interesting meeting with the manager.

    Their insurance would cover it. They have care and custody of the vehicle. Many body shops send their glass work out.
     
  5. DavidA

    DavidA Prius owner since July 2009

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    And in an absolutely insane combination of unusual events, this same car was at the Toyota dealer the very day of the nighttime hail storm, for free tire rotation and oil service, and as they were lowering the car off the lift, the driver's door was open, and the bottom of the door landed on something they had on the service floor, and bent the door, outwards. When it rains, it pours (hails).

    [​IMG]

    The Toyota dealer will have that fixed soon, for free, at another body shop, as soon as this current body shop mess is settled. The service manager there, who has helped me with out of warranty repairs in a previous Prius, was pretty bugged about this stupid mistake, as his dealer video of the car entering the service bay showed no damage, but going out with the door damage. Ooops!
     
    #5 DavidA, Jun 15, 2019
    Last edited: Jun 15, 2019
  6. DavidA

    DavidA Prius owner since July 2009

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    Thanks. That helps, sort of. But yes, I am anxiously awaiting how this meeting goes. I'd be he is also. He drives a Tesla Model S, so he might be sympathetic about his staff using up my traction battery and having the car turned on for 15 hours.

    If my car was a Tesla, and the battery went to zero due to them driving it or leaving it on, I would be more than pissed.
     
  7. KennyGS

    KennyGS Senior Member

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    As long as nothing seemed to be wrong with anything, I would just let it go. Ultimately, I wouldn't expect your visit with the manager to get you anything other than a few apologies. If that's all you want, then go for it.

    There are so many times in my life where I've been wronged, but it wasn't substantial and I just had to move on. Unfortunately, these kinds of things will happen. I like to think that eventually cosmic justice will catch up with the perpetrator.
     
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  8. Kenny94945

    Kenny94945 Active Member

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    The 12 miles would not bother me.
    50 miles would.
    After a body shop repair a good test drive helps eliminate "call backs" and ensure the vehicle is working as it should for the owner.
    12 miles gets the car good and hot/ operating temperature and allows one to listen for wind noise, rattles, review all the dash lights and functions and lastly ensure no error code/ warning light/ memo appears.
    Plus a test drive after a repair offers the chance to go down the highway (noting distance between exits) and to find a twisty and also a bumpy road as an overall quality control.

    15 hours of the car being on.
    Could be the mechanic just left the key on and the engine automatically shut off not calling attention that the key was on.

    Not sure what to say about the 4th paragraph conversation summary the OP wrote.

    Good luck, yet again I personally don't think this 12 miles is a big issue.
     
  9. jb in NE

    jb in NE Senior Member

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    Excellent point, and the sign of a good shop.
     
  10. noonm

    noonm Senior Member

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    I would clearly document this discrepancy in case something happens down the line that could be attributed to this 'test drive'. However, if at the end of the day the shop makes you whole with the other issues and nothing further happens, I would chalk it up to experience and move on.
     
  11. bisco

    bisco cookie crumbler

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    there is no such thing as 'free' at a dealership :cool:

    contact allstate if you don't get a good answer
     
  12. The Electric Me

    The Electric Me Go Speed Go!

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    12 miles wouldn't even register with me.

    Who made that statement?
    Because I'm not sure that's even true.
    A body shop basically rebuilds and reassembles vehicles, with various degrees of damage, the idea that they would NEVER have a reason to drive a car they have been working on seem ridiculous. I would think just the opposite, if only to look and listen for noises or start up problems, I'd think test driving the vehicle would be almost a necessity far more than something that doesn't happen.

    12 miles?
    Well, I'd be much more concerned about the condition of the vehicle I'm getting back.

    The explanation I'd want wouldn't be about that....it would be about why my door lock and window switch is having issues.
    Any "secret" adventures the vehicle might of had for 12 miles, wouldn't really be a concern to me.

    You have a right to ask about the mystery 12 miles. But even if the vehicle was used to make some lunch runs...nobody is going to admit to it.
    I might casually mention it, just to let them know you are paying attention.
    But the real key, is to get your vehicle back in good working condition. You'll forget about those 12 miles, once you've driven 24 on your own.
     
  13. DavidA

    DavidA Prius owner since July 2009

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    Good points, everyone. Thanks. Noticed today that the left rear window operates only from its own button on the rear passenger door, but not from the driver's door. That could create an open circuit that throws the "Window Open" at shut down. Definitely a loose connection somewhere.

    The door lock issue still seems intermittent.
     
  14. bisco

    bisco cookie crumbler

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    are chicago body shops mafia run?:cool:
     
  15. DavidA

    DavidA Prius owner since July 2009

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    Perhaps the towing companies in Chicago, but for auto body shops? I have no idea. My policy about stuff like this is... "Don't ask. Don't tell."
     
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  16. bisco

    bisco cookie crumbler

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    and don't complain :eek:
     
  17. DavidA

    DavidA Prius owner since July 2009

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    Too late. Met with the manager this morning when I took it back for the non-working left rear window. He invited me in to his office without me even asking to see him. The window malfunction wasn't what the manager wished to address. He wanted to make sure the data I wrote down was correct; the mileage difference and the amount of time the car was left "on." He confirmed there was no reason to drive it while in their care, and none of the parts on the list would suggest a trip anywhere as parts all came to the shop.

    He seemed more concerned (and a bit pissed) that something like this would happen under his watch. He did say that it wasn't beyond happening and shared stories of what he's found out about before in other incidents in his management career such as stolen phones that could be later tracked, etc. He was surprised someone had data like this to give him, as owners logging mileage before drop off and pick up is beyond rare. I mentioned that since it might be rare, that perhaps more of this kind of thing goes on without notice. He paused on that note, and said that maybe they should monitor the mileage on the cars going out the door and not just as they came in.

    They have the car for another day to fix the window button, or whatever electrical malfunction it is.
     
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  18. Mendel Leisk

    Mendel Leisk Sunday driver DIY’r

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    Dated photographs of the dash display would be good. Cell phones typically note date/time/location in metadata.

    Still, it's not unusual for bodyshops to sub-contract, need to run the car to another shop. Our place does that for suspension repairs.
     
  19. DavidA

    DavidA Prius owner since July 2009

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    Yes, we discussed that subcontracting possibility (accidental glass replacement / running to a Toyota dealer for some odd part, etc.), and they didn't do any of that. He told me that they would have gladly said so if that happened. Frankly, I am surprised at his candidness, as I was expecting a subcontracting explanation or the like.
     
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  20. noonm

    noonm Senior Member

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    When the cat's away, the mice will play....

    I haven't met a boss that likes it when people do things they are not supposed too. Sounds like someone might be getting a pink slip at that shop.
     
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