Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Dec 2021, I had my 2015 Golf's door repaired at Airdrie Autobody as part of insurance claim. I was told they were unable to match the white exactly, discussed w/ the manager at the time who stated (rudely) that she was not going to keep painting the door until they got it to match. I relented and permitted blending with adjacent panels w/clear instruction the bumper is not to be touched. On pickup of the vehicle on Dec 15th, 2021, I noted the bumper colour was off and brought this to current mgr's attention, who admitted removing bumper (against my instruction) and that tabs broke in the process necessitating replacement. I found it extremely dishonest the shop elected to keep me in the dark about this. On April 1st, 2022, I noted bubbling paint on the passenger quarter where the bumper pressed so tightly a piece of paper could not be slid through, confirmed fitment not standard by checking 5 of same model at VW dealership. On April 8th, 2022, I brought the vehicle in and spoke to staff who assured me we'd book it in next week for repairs. Mon the 11th of April, I spoke again with staff/former mgr who advised decision made that it wasn't a warranty issue (based on photos), they had one in the shop with same rust. April 13th, I attended the shop and had mgr show me said veh in the shop, an R32; not at all the same model and significantly older by 2 generations. In addressing why it's a warranty issue w/***** he laughed and told me ***** ****** **** ****** **** *** ****** **** ******** ** *** *********** ****** ** *** *** *** *********** ******* *** ******* *** **** ********** ******** **** *** ** **** ******* ****** **** ******* ***** ** **** ****". **** later inspected by ins appraiser who did not remove whole bumper and failed to fully inspect issue. Now, driver's side quarter panel is also starting to rust due to extremely tight fitment and burrs on replacement bumper. Business vehemently refuses responsibility despite evidence to the contrary

  Business Response

  Date: 07/09/2022

  To whom it may concern,

   

                 The issues that *************************** has filed a complaint against Airdrie Autobody regarding are not caused from the repair that was completed on his vehicle. They are due to age and general wear and tear associated with regular use. As stated in his complaint ****************** had a repair completed at Airdrie Autobody through ********* Insurance in December 2021.  The damage to the vehicle was on the left (drivers side door) and roof rail.  The damage on the door required that the door be replaced, which was noted on the initial estimate.  The estimate that was written and explained to ****************** (who was also provided a written copy) as well as sent to insurance included replacing the door, repairing the roof rail and blending the rear quarter panel to ensure colour match.  The initial estimate also included removing and reinstalling the rear bumper cover as that is a required operation when blending the quarter panel. This estimate was approved by the insurance company. 

   

  ****************** was concerned with the blending of the quarter panel and the repair on the roof rail, as he stated that he had, had previous issues with a shop that he had dealt with in another province and wanted as little of the vehicle painted as possible.  Both the manager at the time and our appraiser explained that the colour match on the new door could not be guaranteed if the quarter panel was not blended.  It was agreed however that a paintless dent repair be attempted on the damage on the roof rail.  ****************** was insistent that he did not want the blend to be completed on the quarter panel.  We came to an agreement that we would paint the new door and see how close we could get the colour and then he could come and look at the vehicle to see if the colour match was acceptable.  When the door was painted and re-hung on the vehicle, we invited ****************** to come and take a look at the colour as we were not happy with it.  Our painter spent additional time with a representative from the paint company to attempt to get the colour as close as possible, but it was not close enough.

   

  When ****************** came into the shop to view the vehicle, he was very happy with the paintless dent repair on the roof rail, however he agreed that the colour match was not as close as he was hoping and decided that he wanted to have the door repainted and the quarter blended so that it would not be an issue.  At that time, in the shop with the vehicle it was explained to him by the manager what blending the quarter panel would entail, including removing the rear bumper cover and how long it would take to have the door repainted.  It needs to be noted, that the insurance company did not cover the initial painting of the door and neither did the customer, even though he insisted it be done after being advised by multiple professionals what the outcome would be.  This was covered by Airdrie Autobody as a customer service.

   

  When the bumper was removed to blend the quarter panel, one of the plastic tabs was broken.  The technicians take all precautions necessary to remove undamaged plastic panels, however due to the age of the plastic, the tight fit in the retainer and the size of the tab it did break upon disassembly.  This is something that does happen when bumpers are removed.  ********************* was made aware of this and a new *** ************ bumper was ordered, painted and reinstalled on the vehicle when the rest of the repairs were completed.  None of this was hidden from ****************** as he was provided with a copy of the final repair estimate, which included the rear bumper, upon completion.

   

  After the repairs were completed ****************** picked up the vehicle and was extremely happy with the repairs and had no issues with the fitment of the bumper at that time.  It should also be noted that there is no adjustment on the bumpers on this type of vehicle.  The bumper has plastic tabs that fit into a plastic retainer and can only be installed one way. 

   

  ****************** came into Airdrie Autobody in April 2022 after he notice rust starting on the quarter panel on the right (passenger) side of his vehicle, the opposite side of the vehicle that the repairs were completed on.  He spoke with one of the staff members as the manager was away at a course.  He showed the staff member the rust who advised that he would give him a quote to repair the rust, as it was not caused from the repair that was completed on his vehicle.  ****************** was insistent that it was caused from the repair and so he was advised that the staff could not authorize any repairs without the managers consent, so it would have to be discussed with the manager when they returned. 

   

  Upon the managers return and further inspection of the vehicle it was determined that the rust was not caused from the repair on the vehicle, rather it was caused from wear and tear from regular use and Airdrie Autobody would not cover the cost of a repair. It was also pointed out, at this time that there is rust/corrosion starting in multiple location on the adjacent rocker panel as well. ****************** sent multiple emails to the shop and at the managers requests and the customers agreement it was decided that a representative from ********* Insurance would come out and reinspect the vehicle.  If they found that the rust was not caused from the repair than Airdrie Autobody would not be responsible to cover the repairs on the vehicle. 

   

  The vehicle was brought back to Airdrie Autobody and a technician took the bumper cover down as much as they could without potentially damaging the tabs.  ****************** was invited into the back of the shop, where the vehicle was on the hoist and was able to view the vehicle behind the bumper with the appraiser while the inspection was complete.  The inspection with the insured took approximately ***** minutes. It was determined, by the insurance appraiser, that the rust had started on the inner panel and not from any repairs that Airdrie Autobody completed on the vehicle.  Further the insurance company would not cover any repairs to rectify the rust as it was caused by regular wear and tear and not an insurable loss or an improper repair.

   

  All of the staff of Airdrie Autobody as well as the insurance appraiser from the insurance company have taken a great amount of time to attempt to explain that the rust is not caused from the repair. And that thermal expansion nor the *** bumper are not causing corrosion or contact to his quarter panel ; however, because it is not resulting in the repairs being completed at no charge, ****************** will not agree. Airdrie Autobody is a reputable business who is willing to stand behind any repairs that are completed on their customers vehicle if there is in fact an issue or a failure of the repair, however we will not cover wear and tear because a customer feels they are entitled.

   

  *** ********* ********** ************************ *** ********* *** ************* *** **** *** ** **** ***** *** *** ** ********* ** *** *** *** *** ********* ********* *** *********
  
  *

   

  Thanks,

  *********************

  Customer Answer

  Date: 07/09/2022

  I reject ************************* explanation why this is not a warranty repair; I specifically withheld photos of the driver's side rust bubble that is beginning to form as much like the passenger side, I figured a decision would be made regarding it being warranty without any review of evidence. Much like when the passenger side rust was attributed to age and my vehicle was compared to a model two generations older, Airdrie Autobody has decided that it is not their fault with nothing to base this belief on.When I first addressed the rust on the driver's side with a staff member, there was no indication whatsoever that this was anything besides a warranty repair, the only question I had leaving that day is "will AAB cover the rental over the weekend?" something that ***** would check with the manager. To say I was told I was getting an estimate as it was not covered by warranty is either a mistake on *****'s part or a deliberate fabrication. Now, when ***** states (in reference to the broken bumper) "None of this was hidden from ****************** as he was provided with a copy of the final repair estimate, which included the rear bumper, upon completion." i'd ask that it's noted when it states "upon completion" which is to mean AFTER the work was done. I was absolutely not kept informed of the damaged bumper during the process; again, another fabrication. To be clear, I was not happy whatsoever that the bumper was replaced. Additionally, just because I made no mention of the fitment is not an indicator of my approval. From my perspective, AAB has made every effort to refuse to honor their demonstrably faulty work (poor fit of rear light, inability to remove the bumper without damaging it, tight fitment, forgotten tools in veh) and some of the blame lies with ************************** who failed to fully inspect the bumper for the cause.