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:18/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On April 28, 2024 we went to Skerratt's Auto Works to get a quote to fix the dents which were located on drivers side cab corner, door and box side on our 2019 ***** 2500HD pickup truck. We did not have a price in mind at all to fix this. After talking with him for a bit, he convinced us to paint the entire drivers side and the entire box instead of just the drivers side back door, and blend into the box. On May 19, 2024 he reached out saying the metal flake hit different in some spots and that he would sand it down, respray and clear again. He kept it to do this as he said he needed another 3-7 days. On May 22, 2024 he told us it was 'baking in the sun' and could be picked up. When we picked it up there was clear coat peeling from the tailgate, the drivers side of the truck was all different shades of silver and it was super dull and did not look uniform. There was also overspray everywhere. The paint was not smooth it was rough and orange peeled. Since he was not there when we picked up, he called us and told my husband it just had to be polished and waxed and the clear coat fixed. He then agreed it needed to be painted again and said he would do it at the end of summer. In September he kept giving us a run around to drop it off and when it would be completed. We asked for a refund he said no as it has been 4 months, but he was the one who wanted to wait until end of summer to fix. He has blocked us from contacting him.He also said its a work truck so got work truck quality. We left a ****** review and he came back and completely lied in his response to us. Truck portion was $3500 our car was $1000. Looking for a refund on the truck portion For more information and pictures please reach out as it is not letting me upload anymore documents.

  Business Response

  Date: 26/11/2024

  [Skerratt's Auto Works 

  **************************;

  ********* ************;

  K0M2T0

  
  
  Better Business Bureau
  
  Subject: Response to Complaint Filed by ***** and ****** ****
  
  Dear Better Business Bureau,
  
  I am writing in response to the accusations made by ***** and ****** **** against my business. I take all customer feedback seriously and aim to resolve concerns professionally and amicably. However, I feel it is necessary to provide clarity and address their claims to present an accurate account of the situation.
  
  1. Efforts to Resolve the Issue:
  From the outset, I made multiple attempts to resolve the matter peacefully. Despite my efforts to accommodate their concerns, ***** and ****** **** adopted a hostile and verbally abusive approach, which made reconciliation extremely challenging.
  
  
  2. Refund Policy and Repair Offer:
  In alignment with our policy, I am unable to issue a refund in this case. However, I offered to repair their vehicle at no cost to demonstrate good faith. Unfortunately, they were unwilling to coordinate with my schedule, demanding immediate priority over other paying customers.
  
  
  3. Context of the Repairs:
  The initial repair request came with constraints, as the customers were working on a limited budget and repairing two vehicles simultaneously. While I worked to meet their needs within these constraints, consequently there has been further damage that occurred to the vehicle after the initial repairs were completed. They subsequently requested additional fixes, which extended beyond the scope of the original agreement.
  
  
  4. Unacceptable Conduct:
  Throughout this process, the customers engaged in rude and derogatory communication. Their hostile attitude, coupled with verbal abuse, created an environment where constructive dialogue was not possible. I uphold a zero-tolerance policy for such behavior in interactions with clients.
  
  
  
  Given the circumstances, I believe I acted in good faith and within the bounds of our business policies. While I regret that the situation escalated to this point, I can no longer engage with the Cooks, as further communication has proven to be counterproductive. I am continuously harassed by ***** on social media which is why she has been blocked from contacting any further.
  
  Thank you for taking the time to review my response. If you require any additional information or documentation, I am happy to provide it.
  
  Sincerely,
  [**** ********

  Skerratt's Auto Works 

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

  *****************************;

  
  

  Customer Answer

  Date: 27/11/2024

  Complaint: 22568698
  
  We are rejecting the complaint due to the following:

  **** did not attempt to resolve the issue. He asked us to pick up the truck knowing it was a very poorly done job. He first claimed that it just needed to be polished and then begged us to pay the remaining balance as it would help him. Then after we picked up our car and brought the truck back to show him, he said, "The paint didn't lay down properly and it would need to be repainted". Although it was May and inconvenient he asked us to wait until September when he had time.  September rolled around, and he had too much on the go and he could not give us a start date or an end date. We feel that four months is long enough to have rectified the problem, so that's when we asked for a refund. How is waiting four months for it to be rectified demanding it take priority over anything else?

  He then proceeded to tell us he does not give refunds after that amount of time but after waiting four months because he requested us to we are struggling to understand how that is rectifying the problem in a timely manner. 

  In ****** response he stated that we were working with a limited budget. We never had a budget, we never told him a budget, so we don't know where this so called budget is coming from. He told us a price, we paid it. **** is also stating in his response that there was further damage to the vehicle which is false. The only damage that was there was from the clear coat/paint peeling and "not laying down properly". The paint/clear coat peeled on the tailgate, it peeled on the door and on the box.

  Sincerely,
  
  ***** And ***** ****

  Business Response

  Date: 06/12/2024

  
  

  
  

  Dear Better Business Bureau 

  
  

  After thoroughly reviewing the complaint and our records, we respectfully disagree with the claims made by the complainant. The allegations provided in the complaint are inconsistent with the facts of this matter. 

  
  

  Thank you for your attention to this matter.

  
  

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

  C.E.O.

  Skerratt's Auto Works 

   

  
  

  Customer Answer

  Date: 09/12/2024

  Complaint: 22568698
  
  We are rejecting this response because:
  
  Everything is accurate that we have stated. Since **** is stating it is not accurate please provide timelines and evidence to support his statement. 

  Sincerely,
  
  ***** And ***** ****