ROUND ROCK, Texas —
After nearly seven months of waiting, a Round Rock couple said they are relieved to finally get their truck back from an Austin auto body repair shop.
But Ernesto and Cheryl Ojeda said it comes after months of frustration.
The couple said they couldn't get a straight answer about why repairs to their hail-damaged truck were taking so long, so they contacted the KVUE Defenders for help.
In September, a storm caused nearly $70,000 worth of damage to the couple's home and two vehicles. That same storm resulted in $600 million worth of hail damage for Travis and Williamson counties – the costliest ever.
The Ojedas invited KVUE to their home, where the couple showed several examples of hail damage.
"You can still see the security light just torn up,” Cheryl Ojeda said.
Reminders of September's hailstorm were easy to see. And for the Ojedas, memories of that night are hard to forget.
“You could hear it here. Everything's just shattering. The pounding. It was wild,” Ernesto Ojeda said.
Ernesto Ojeda said the storm caused nearly $70,000 worth of damage to his home, his truck and wife's car.
“My car was totaled,” Cheryl Ojeda said.
She said insurance declared her car a total loss and paid out $10,000.
Insurance estimated damage to Ernesto Ojeda's truck at a little more than $10,300.
Days after the hailstorm, they took that truck to get repaired at Hail Specialists Auto Body and Collision off Intestate 35 and Braker Lane.
“And that's where our nightmare begins,” Cheryl Ojeda said.
The couple dropped off the car on Oct. 9. They were given no indication that repairs would take six months.
RELATED: 'My family was terrified' | Round Rock residents left with extensive damage after hailstorm
The couple said Hail Specialists initially told them it would take six to eight weeks to repair the truck.
In November, the Ojedas started getting text updates from the shop.
In December, three months after taking the truck in, they started to worry.
“We watched everybody in the neighborhood, cars that [were] parked on the street, [were] damaged. And we watched all of them go to the shop and be returned, except for ours,” Cheryl Ojeda said.
Every month, they checked in on their truck. And every month, the couple said they got one excuse after another.
"'My kids are sick' ... 'We don't have staffing.' 'We're looking for parts.' 'It's in paint. It's in buffing,'” Cheryl Ojeda said.
In all, the Ojedas said they exchanged 35 text messages and several phone calls with Hail Specialists employees.
In February, the couple said they were sent pictures of the truck. It was missing the hood, doors, windshield and more, five months they took it into the shop.
“I can't do anything. You know, if I got something to do and I want to do it, I can't just get in my truck and go," Ernesto Ojeda said.
In March, Hail Specialists sent more pictures. The truck was still without a hood, doors, windshield and more.
In early April, the couple said they received more pictures. This time, there was a new hood, but it was not installed on the truck.
The Ojedas said they had had enough, especially after their insurance company paid Hail Specialists nearly $17,000 back in January.
"They took our $17,000, and we have nothing,” Ernesto Ojeda said.
In mid-April, the couple said Hail Specialists asked their insurance company for more money, this time for $4,722.59.
The reason? The Ojeda's were told it was to make additional repairs and to reinstall and recalibrate the windshield.
That's when the couple asked their insurance company to get involved.
Exactly what Jon Linkov with Consumer Reports recommends.
“The insurance should be an advocate for the client,” Linkov said.
Linkov is the deputy auto editor for the nonprofit consumer group.
“When we're talking about hail damage, it is a tricky thing,” Linkov said.
Linkov also said depending on the hail damage, it's not unusual for vehicle repairs to take longer and that there are several factors impacting repair time.
“It's the cost. It's the inventory. It's businesses wanting to not have as many things on the shelf that they're going to be paying tax on or holding until they use it,” Linkov said.
Linkov also said the Ojedas are not alone. Across the board, car repair wait times have gotten longer.
"It's gotten much worse,” Linkov said.
The Ojedas also reached out to the KVUE Defenders.
The Defenders contacted Hail Specialists several times through emails and phone calls. We didn't receive an answer or reply until two and a half weeks later.
Owner Michael Chanata responded and said he would not go on camera to answer questions. Instead, he provided a statement:
"The insurance company once again caused additional delays and apparently, never sent the payment to us and our correct address etc. since they told us they did so….If not mistaken, today (April 19) they spoke to Mr(.) Ojeda and one of our representatives and they are reissuing the payment CORRECTLY this time…. Unsure if the insurance honored our request to overnight or if they decided to send it snail mail again……We have communicated with the insureds a lot… and we never want anyone to have to feel the need to take action or steps against us, in reality(,) it is the insurance company that needs to properly indemnify them....I believe there has been no wrong-doing by us, but 110% acknowledge and sympathize with the insureds in regards to the situation..."
The Defenders dug into state records and discovered Hail Specialists Auto Body & Collision operates under Catastrophic Solutions LLC.
In July 2023, the Secretary of State's Office revoked the company's certificate of formation and the company involuntarily terminated its registration because it failed to pay the filing fee. That means Catastrophic Solutions, LLC cannot operate as a limited liability company in Texas.
We checked with attorneys who told KVUE an LLC generally shields owners and managers from personal responsibility for the business's debts and liabilities.
We also discovered several lawsuits filed against Catastrophic Solutions, LLC. One insurance company filed two suits, trying to get two vehicles back. One suit states Hail Specialists was “holding their plaintiff's vehicle hostage trying to collect excessive storage fees" that range between $300 to $500 a day.
In its response to the lawsuits, Hail Specialists denied the allegations and countersued. One of the cases was dismissed.
Each of the lawsuits can be found compiled here.
The Defenders also asked the Better Business Bureau (BBB) for complaints filed against Hail Specialists Auto Body & Collision. As of early May, there were 12 closed in the last year, most of which had to do with Hail Specialists taking several months to complete repairs.
Hail Specialists is also not accredited with the BBB and has an F rating.
A month after the KVUE Defenders started asking questions, the Ojedas finally got good news: their truck was ready.
"Finally. Got my truck home ... Thanks to KVUE, thanks to Jenni [Lee], yourselves, everybody, for getting the ball rolling," Ernesto Ojeda said.
This experience has left the Ojedas with regret.
"It was not a pleasant experience," Ernesto Ojeda said.
But the retired couple hope their hard lesson learned will serve as a cautionary tale to others.
"Do your due diligence," Ernesto Ojeda said.
While that due diligence involves research and looking at reviews, Linkov with Consumer Reports said a more reliable way to find a reputable business is by word of mouth.