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Business Profile

Auto Repairs

OpenRoad Richmond Auto Body

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Repairs.

Complaints

This profile includes complaints for OpenRoad Richmond Auto Body's headquarters and its corporate-owned locations. To view all corporate locations, see

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OpenRoad Richmond Auto Body has 5 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:16/02/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The Shop Damaged My Cars Right Front Bumper My car plate is *******, ***** ***** 2020. I experienced dishonest and *****ing actions by this worst company.Auto Body Shop: OpenRoad Richmond (White Rock Express) Here I OUTLINE the total experience in time sequence. Estimated The Car 1. Time: in the morning, Oct. 27, 2023 2. Place: on the drive lane in the front of the shop, where my car was parked 3. Person: estimator *************************** 4. Action: 1) Mr. **** took the photos around the car. 2) I booked appointment of repair at 8:30 AM, on Dec. 13, 2023 and I left. Conclusion: The estimation photos show NO any extra damage in the right front bumper!Left The Car 1. Time: at 8:30 AM, on Dec. 13, 2023 2. Place: on the drive lane in the front of the shop, where my car was parked.3. Person: estimator *************************** 4. Action: 1) When I parked and left the car to the shop, I took the photo to show the cars *********. (Parked & left cars photo) 2) Mr. **** walked around the car and did NOT find any extra damage, except the damage in the left rear bumper of **** claim. 3 He did NOT take any photos. 4 Oral confirmation of NO extra damage 5) I asked them to sign the document of NO extra damage; but they refused it. 6) I gave the car key to the shop and left. Conclusion:A. No any photo was taken by ****, because there was NO extra damage except the left rear bumper damage of **** claim.B. They refused to sign the document of NO extra damage. If there was any extra damage, they would absolutely take photos and asked me to confirm!!C. Parked & left cars photo show the place is different front the additional photos (see below) by Mr. **** Repaired The Car 1. Time: from 8:30 AM, on Dec. 13, 2023 to 8:30 AM, Dec. 20, 2023 2. Place: in the shop 3. Person: shop staff 4. Action: 1) unknown what they did, because I was not in the shop. 2) They only told me the finish time was changed from Dec. 16, 2023 to Dec. 20, 2023, because they were waiting for new rear OEM bumper. 3) On Dec. 19, 2023, the shop called me to pick up the car. I told them I would pick up the car at 8:30 AM, on Dec. 20, 2023 Conclusion: During repair period, they did NOT say any extra damage. Pick Up The Car 1. Time: at 8:30 AM, on Dec. 20, 2023 2. Place: on the drive lane in the front of the shop, where my car was parked.3. Person: shop staff 4. Action: 1) I noticed the NEW extra damage on the right front bumper. I entered the office and told them they made the damage on the right front bumper. 2) Mr. **** showed me the additional photos in the computer and the photos have not detailed time (minute, hour, and date). He said the right front bumper damage was existed. I told with him that this is impossible! I asked him about original camera photos that can show the exact time; and he said he deleted them. Conclusion: A. Obviously these additional photos were taken after I left the car to the shop. B. The additional photos show the car was parked in the different place. Whereas I left the car on the drive lane in the front of the shop at 8:30 AM, on Dec. 13, 2023, which reveal the **** they moved and damaged the car before they took these photos!! C. The new damage looks like being hit by the prominence / protrusion that only exists in the body shop THE **** IS NOT HONEST AND LIED!!SUMMARY 1. There was NO damage on the right front bumper, when Mr. **** estimated the car. *Photos proof of NO damage on the right front bumper 2. There was NO damage on the right front bumper, when the car was left to the shop.*No photos of any damage on the right front bumper at that time *No document of any damage on the right front bumper *Oral confirmation of No extra damage, including no damage on the right front bumper 3. There was the NEW damage on the right front bumper, after the car was left to the shop and after the shop moved the car. *The additional photos show there was NEW damage on the right front bumper AND the car was parked in the different place. *The damage on the right front bumper looks like being hit by the prominence / protrusion that only exists in the body shop. The damage on the right front bumper was made after I left the car to the shop and when the shop repaired the car. The shop must take the responsibility!!**** ** ** **** *** ***** ******** I contacted them several times. **** *** *** ***** ** ******** * ******* ****** ** **** ** ******* ** ***** ** **** ***** ***** *** ***.Sincerely,***************

      Business Response

      Date: 07/03/2024

      Hello,

      The damage the customer is referring to is shown in the drop off photo's . It looks like damage that could have been caused perhaps by a shopping cart. We did show the customers photos after he returned after taking his vehicle. There is nothing at the shop that could have caused that damage. Photo's are time stamped at drop off and show the vehicle hadn't been moved inside when the photo's were taken.

       

      Customer Answer

      Date: 12/03/2024


      Complaint: ********

      I definitely reject this response.

      You response lets me know what is dishonest or shameless. You lied but your skill too low!      

       1. You inspected the car when I left the car in the shop at 8:30 am, on Dec. 13, 2023.

           Did you see any new damage in the front bumper when I left the car in the shop? If there was the damage in the front bumper, you certainly confirmed it in the document!

           Even though I asked you to give me the document of NO other damage, you refused it. You did this for your lie if something happens.

      2. You took the photo AFTER you moved the car and damaged it.

           Please see the photo when I left the car AND the photo after you moved/damaged the car.
           1) In the photo I parked and left the car, the car was in the front of the shop.
           2) In your photo the car was damaged, the car was parked beside the trees, where is
               different place from the area I parked and left the car.

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

      3. You said the car was damaged by the shopping car.

          How did you know it? Which shopping car can hit this kind of damage? This is NOT possible! This is nonsense.

          In time,the new damage happened in your hands after the car was left to the shop.
          This is your responsibility!!

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

          Sincerely,



    • Initial Complaint

      Date:27/07/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      I decided to use this workshop to repair my vehicle this was one of the worst mistakes Ive ever made as this was a back bumper repair on a brand new 2022 **** ******* **** e white exterior with white interior. Before giving in my vehicle, I placed seat covers. However, the shop still stained my arm rest and my driver door trim with their blue overalls. Its been many months. I have been trying to resolve this issue and they keep giving me the runaround. They have taken my car in two times and attempted to clean, but clearly have made it worse by the aggressive manner with which they attempted to clean their blue stain off my white interior, Im afraid they have permanently damaged my car. The back bumper was also painted such a different colour and they denied it for it being plastic and made up some story but in reality they had to repaint it because they were caught lying. The front bumper was painted from another shop that did a much better job at matching the paint at that point I went back and had them repaint the back bumper which they also did a very sloppy job on theres paint drips . Every time I have given my car into them there has been new damage. Honestly, I am shocked that this is a business that is allowed to run and is still running with the laws that we have here they should not be able to operate like this. They hold my car hostage for weeks at a time and say they are attempting to fix their mistake. Clearly what they need to do is replace the leather that they have permanently damaged. ** *** **** ***** ********* ****** ** *** **** ** ** *** **** ** **** **** **** **** **** ***. Even if its worth about $100,000 they will treat it as if its a piece of garbage, I dont expect them to fix my car with the way that they have been handling the situation. seems they are very unprofessional. I just hope that my review helps someone and prevents them from doing business with this shop open Road auto body, Richmond on number five Road. Shame on you! :(

      Business Response

      Date: 27/07/2023

      Hi there,

      We repainted the customer's bumper and it was QC'd by two of our managers, we are not aware of any outstanding issues with the bumper since then, he has not made those known to us so I'm assuming he's referring to the initial issue that has already been resolved. We did not stain his interior (we use interior covers for vehicles when the car is in the shop), and our technicians/employees do not wear blue uniforms. Some of his interior has wear and tear i.e. shinier spots which is common for vehicle interiors where a driver rests their arm/sits daily. If we stained his interior we would make it right, but we cannot be held liable for prior damage/wear and tear already exisint on his vehicle. In addition, the customer used our loaner vehicle which he signed an agreement that he would return the vehicle with the same amount of gas he received it with, but he did not do so. The signed agreement authorizes us to charge him for the cost of gas, we did not charge him yet out of customer service, but we are happy to proceed to do so.

      thank you,

      Management

      Customer Answer

      Date: 28/07/2023


      Complaint: ********

      I am rejecting this response because:
      You are now denying the fact that you have returned my car to me with blue stains when in the email you can clearly see the truth thanks. 
      Sincerely,

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

    OpenRoad Richmond Auto Body is NOT a BBB Accredited Business.

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