Complaints

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• Initial Complaint

  Date:03/30/2023

  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.

  7/22 Received quote for auto paint job
  Scheduled appointment for sept 2022
  Appointment rescheduled for October 2022
  Appointment rescheduled for Jan 2023
  Appointment rescheduled for 12/12/22.
  Verified quote would be honored
  Delivered vehicle and was told ut would be delayed as painter had flu but could leave truck.
  Assumed 1-2 week delay. Again verified quote would be honored
  No communication. Assumed work in progress
  Called multiple times in February and either no one answered or was told I would receive a call back. This did. It occur.
  Called 3/9 and was told work had not begun and quote would not be honored.
  Informed them I would be picking up truck and not to do any work:
  Called multiple times to confirm pick up _ no response.
  Went to shop on 3/20 to pick up truck and was told the keys were locked up and I could not have my truck
  Received call on 3/27 to see if I had received new quote. I had not. Quote resent.
  Quote was over $14000 when original quote was around $6000.
  Truck now has deteriorated due to lack of work being performed.
  I declined the new quote and was told I could not pick up truck without paying.
  I did not agree to pay any money nor was I informed I would be charged for the shop breaking out contract.

  Business Response

  Date: 04/18/2023

   

       In response to the above listed claim, I have read **** ******' complaint. Her account of the events regarding her repair are not in line with our inner office notes, the visual inspection of the vehicle, and my email conversations with her, regarding the same. 

   

       We do agree that we have had to rescheduled her repairs, due to being short-staffed, as many businesses are these days. When we finally set her appointment for 1/9/2023, she showed up with the truck on December 12, 2022, insisting that the truck could sit at our shop just the same as at home, and that she was willing to wait for an earlier opening. Soon after, she began to push us to complete her repairs for $6000.

   

       Our estimator, ******* *******, initially met with **** ******, and advised her that we would not honor the "3-line estimate" that was written by a former employee that did not have the authority to write restoration estimates, especially since it was painfully obvious to ******* that many necessary repair items were missing from said "3-line estimate". (SEE ATTACHMENT) Additionally, **** ***** was advised that we would be revising the "Preliminary Estimate", and that our estimates are "Preliminary" for just such a reason, and by no means should it be considered to be a "Contract". **** ****** was also advised that we would be revising the estimate at our earliest time possible and email it to her for review. 

      

      In the meantime, we asked **** ****** to come and remove all personal items from the truck, as they were hiding some of the damages, ie. the water leak and mold, which was already present at the time she dropped off the truck, and as our photos taken on December 12, 2022 show. (SEE ATTACHMENTS) She never removed the belongings. In February, I finally paid our porter to gather **** ******' personal items so that we could better assess the damages, and revise the estimate, as **** ****** was getting impatient. We did find a considerable amount mold growing, in all stages of growth, inside her truck, as a result of the water leak, that I assure you cannot physically happen in the short time the truck sat waiting for her to remove her belongings. I then paid our technician 3 hours of labor to investigate the water leak found, and to locate its origin. After completing the revised estimate and sending it to **** ******, she has declined repairs, which is her right to do. However, instead of simply picking up her vehicle when she declined repairs at the new quoted price, and paying her $125 invoice for labor, she is trying to bully us into fixing her truck based on the "3-line PRELIMINARY estimate", and refuses to remove her vehicle from our property until we do. She has also written a false review on Google, in order to tarnish our company's reputation. She has already been advised that storage charges of $50 a day would be incurred, starting March 31st, 2023, if she did not remove the vehicle from the premises within 48 hours of declining repairs. (SEE ATTACHMENT)

   

      In summary, **** ****** has bullied her way onto our full schedule, is trying to bully us into fixing her truck for $6000, and denies being advised that we would not honor the "Preliminary Estimate". She now refuses to remove her truck from our premises. My email communication with her and the photos of the truck's condition will show that **** ****** is being very unreasonable, which is why we will not do business with her. To date, **** ****** has incurred a labor expense to our business, and she expects us to house her vehicle on our property for free. Currently, she owes $125 for labor expenses and $850 in storage charges, totaling $975.00.  I do not believe that there is much we can do to end this situation, except for her to pay her charges and remove the vehicle from our lot. Otherwise, I will have no choice but to file a mechanics lien, and an abandoned vehicle claim with the State of Georgia. 

   

  Thank you,

   

  ****** *****

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

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

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

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

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