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:04/23/2024

  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.

  This review/complaint is for the ******** ******** ******** ******** ** **** ****** *** ******** ******** ** ***** as there is no specific option for that location on BBB. I am familiar with the ****** ****** location as that is my hometown before joining the military and was always a highly recommended repair shop so that's why I chose to do business with the ******** location. I had work done with this repair shop in Later January/Early February. Coordination, communication, and meeting timelines was beyond subpar. The majority of any communication with the repair company was through a lady named Ingrid. Timelines were not met on multiple occasions and promises were made that were not kept by Ingrid. It was promised that there would be reimbursement for constantly pushing back timelines along with the other headaches they caused and they would eventually provide documentation of the additional repair work that had to be accomplished due to the paint chipping that was caused during the hail repair process. This information is super important to have in the event that paint begins to fade or crack again in a certain location and I have the ability to associate it with the previous repair work, I know who to go to. None of these promises were met and i've been blatantly ignored and told that the person who can help me is not available but will get back to you for over a month at this point. This is highly frustrating and I have the complete details typed up and attached as there is not enough character space here.

  Customer Answer

  Date: 04/23/2024

  I wanted to clarify the first date we were promised over the phone by Ingrid that some form of reimbursement would occur due to the extended repair time and extra hassle and that was Feb 9th. Then again of Feb 12th, in person, when I picked up the vehicle. 

  

  Business Response

  Date: 05/02/2024

  We did repair Mr. ********* 2022 ******* ******, and in the process of the paintless dent repair, there was some damage to the paint. This "pulled paint" is something that does happen with paintless dent repair, particularly in colder climates and depending upon the severity, location, etc. of the dent(s). The manager of our ******** ******* location, Ingrid, confirmed that Mr. ********* vehicle was released to him after dent removal and they rescheduled another date for him to return the vehicle for the additional paint repair. This was done in an attempt to minimize additional inconvenience to him as our customer since it would take additional time for the paint repair. She also explained to him that we, The Dent Guys, provide a lifetime warranty for all of our work, including any paint/body work. In the event the paint fails in the future due to any issues resulting from repairs performed at our facility or on our behalf, we will take on the financial responsibility of ensuring additional repairs are taken care of. She advised Mr. ******* we would waive his deductible as a courtesy, however, it appears there was no deductible due on this claim. Mr. ******* was under the impression that we charged his insurance for a deductible, and then wanted us to issue those funds to him. Unfortunately, that is not how insurance deductibles work, and insurance companies do not pay deductibles on behalf of their members. When an insurance company issues payment on a claim, they always do so less the customer deductible as that is wholly the customer's responsibility to pay. If his claim/policy did not carry a deductible, no funds were charged or paid to The Dent Guys outside of the initial estimate amount that was issued to us by his insurance carrier for the repairs. It was also confirmed that no other compensation was offered to Mr. *******, as there was no deductible to waive and therefore Mr. ******* did not have any out of pocket expenses that we could compensate. 

  Customer Answer

  Date: 05/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I accept that there is no reimbursement, nor is that my main goal here, but let this conversation show that a promise was made to compensate me for the additional issues that were encountered during this process. It was made very clear upon two phone calls prior to pickup(Feb 9th and 13th) and the day of pickup that I had no deductible to pay on this vehicle. Please do not twist my words as though I am just trying to collect back the total payment from the repair cost. I never expected that and figured at best, it would have been a minuscule amount to cover rental car fees for the several days that the additional repairs took to complete. 
  

  My key focus and number one priority is obtaining the paperwork for where on the vehicle the “pulled paint” was replaced/repaired. A life time guarantee is offered but what is to stop them from turning me away when there is no documentation available showing exactly where paint was repaired and then I’m unable to prove that is was the location they (Dent guys) repaired?
  
  what will it take to get a copy of this documented additional repair work? Sending a copy to my email would resolve this whole issue.
  

  as a final note, this could have all been avoided had the staff followed through on their promises of reaching out my insurance to get more clarification and responded timely to various voicemails and in-person notes left in late Feb and early May. My insurance company has zero correspondence at any point in time between now and the day we picked up the car on Feb 13th. I had to do all of the leg work to get this far in getting information and honestly, that shouldn’t all be on the customer when a business says they are going to do something specifically. 

  
  
  
  Sincerely,
  
  
  
  **** *******