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:11/29/2022

  Type:Product 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.

  On Nov 19, 2022, I called Othneal ************* located at ******************************************************************************* and was told by **** to send in pictures of the front bumper that I wanted repaired, painted and installed, I did, and he told me to bring the bumper in to have it repaired. On the same day, Nov 19, 2022, I drove over an hour to Othneal Autobody shop, **** looked at the bumper in the trunk of the vehicle I was driving, and he did not take the bumper in, so I had to drive the bumper in the trunk of the vehicle back home. That was so unprofessional and sneaky. I then was told by the owner of the shop name Othneal to bring the bumper on November 21, 2022, and he would repair it, paint it and install it and if I pay 50% of the repair upfront, he will have it ready on Nov 23, 2022, at 11am. I paid $260.00 which was 50% of the total cost. I gave my credit card to **** by kindly putting it in his hand. When he finished with my credit card, he through it on the county. Nasty, rude, unprofessional. I went to the shop on Nov 22, 2022, and the bumper was not being repaired, not broken down, nothing was done as the owner agreed. Othneal told me it will be ready on Nov 23, 2022, at 12pm. So, at 12:30pm, I called the shop, and a female told me my bumper will be ready at 3:00pm; I asked why I was not called for an update, and she ignored me. I felt like this will be a disaster. I drove my 2021 Highlander without a bumper on it to the shop because Othneal told me on Nov 21, 2022, to bring the vehicle in so they can install the bumper. On November 23, 2022, I got to the shop at 4:00pm, the bumper was still not ready. The body repair and installer said the bumper was still wet and could not be put on my vehicle. I was upset at this point. Othneal the owner told me to pay him cash if I want my bumper back. He called me after I left his shop without my bumper and said, pay me the $260.97 in cash tomorrow and we will put your bumper on. I said, I do not do business with cash, only credit card and he said he will take the payment before he finishes the job. I said to him, that is not what we agreed upon when I hired you on November 21, 2022. He refuses to finish the bumper and refuse to give me the bumper. He told his workers to close the shop and do not give me the bumper. I paid by force because I was surrounded by three large men, and I was alone, and it was dark, and I was afraid for my life. He put the wet painted bumper in the back of my brand-new Highlander and put marks on my interior because the paint was not dry. And he damaged the center grill of the bumper. I have before and after pictures and a video showing the deep scratches were not on the grill or anywhere on the bumper other than the driver side corner of the bumper was scuffed only. No one apologized, no one tried to make it right, no one offered me a rental, no one offered me a discount for the breach of service agreement, the owner and his "wife" cared less. They were very nasty to me and made me feel all this mess was my fault. Since the paint is wet, the paint fumes got in my lungs, nasal passages, throughout my vehicle, I became dizzy, headache, nausea, burning eyes, runny nose by inhaling the toxic pain fumes for a hour drive home. This shop and the owner put my life in danger when they put that wet painted bumper in my vehicle instead of installing on my vehicle as agreed upon. I asked repeatedly for them to put the bumper on my vehicle because it was not wet to touch but not totally dry.On Nov 22, 2022, at 9:39pm, Othneal called my home waking me and my family up, I told him while his "wife" was listening on the other end of the phone that I need the bumper repaired and installed because I have to go out of town for the holidays in my vehicle. He assured me the work will be done on Nov 23, 2022, at 12pm. He was nasty when he called my home at 9:39pm because I posted a review about my experience. He said, "I don't like dealing with customers like you!" I am so upset about these scammers, manipulators, bullies that take advantage of elderly Women. They need to be put out of business because they are a menace to society.

  Business Response

  Date: 11/29/2022

  On November 19,2022 ****************** spoke with our estimator via phone regarding repairing her bumper and he explained to ****************** that he needed to see the bumper in person in order to see if it can be repaired instead of replaced. Our estimator is unaware of where ****************** drove from because that was not discussed. She came to the body shop on Saturday November 19,2022. Our estimator that told her that we can repair it but to come back after the holidays for us to work on the bumper due to it being a short week and we have other vehicles ahead of her to work on. ****************** did not dispute she said okay. Monday November 21, ****************** called to complaint that she drove from ********************** to ** in *******, ** (which is over an hour drive) and why did we not take the bumper to fix. That is when Othneal ************* learned where she drove from and immediately agreed to assist her with repairing the bumper. Later the same day ****************** arrived at the body shop, and we agreed we would have this fix by Wednesday November 23 (day before Thanksgiving). Tuesday, November 22 ****************** appeared at the shop to find out the status of the vehicle and proceeded to walk in an area where only employees are allowed. Now, we were taken aback that she would drive over an hour away just to check on the status versus calling. ****************** did not see process on her bumper to her satisfaction and became to voice her opinion. Again, we assure her this would be ready for the next day. mind you we have a lot of work ahead of hers, but we wanted to help her because she choose us (over an hour away) to repair her bumper. At 9:30pm this same night, ****************** sent a message on ****** which I have included stating the bumper has not been worked on yet. Now, at this time of night we quickly responded to her and even called and spoke to her and this is when she told us she was going out of town and needed the bumper. Now, this was never mentioned to us until now at 9:30pm the day before you are to pick up you bumper. We explained to her if she would have told us this from the beginning, we would have not taken the job and she would have had to come back after the holidays. The next day, Wednesday, November 23, ****************** called to see if the bumper was ready. I advised her the bumper is all fixed and painted but it is not DRY, if she can come later in the afternoon hopefully it would be dry for her to take it. ****************** arrived after 6pm and unfortunately, the bumper was not dry, and our body man offered to come to the shop on Thanksgiving Day to not only give her the bumper put it on for her (we did not remove the bumper, nor did we charge her to put the bumper on). ****************** declined and stated she has someone to put the bumper on for her and did not want to wait for the bumper to dry and took the bumper against our advice not too because it is still wet. ****************** talked to Othneal before taking her bumper about cooking, her being a Veteran and her riding motorcycles and her head injury while serving. When ****************** came inside to pay her balance; she requested further discount. She was advised the price has already been discounted and in addition to us not charging her the 3.5% for using her credit card the day she made the deposit and also to pay her balance, she was told she can pay cash to avoid the cost of using the credit card or use Zelle and ****************** declined. We saved her an additional $19.60 with the use of her credit card and she was still not happy and wanting more of a discount and ask if we give Veterans discount. We apologize and advise we have given all the discounts we can, and ****************** stated she will further dispute this because she as several lawyers and that she signed a contract with us. I advised we did not sign a contract; this is an estimate to repair. This is when I began to realize ****************** was not going to be happy regardless. On Saturday, November 26, ****************** sent a review on Yelp, I immediately responded to her and now I wanted to include that as well, but it has since been removed. This is my very first complaint since I have decided to open business and I have elderly parents and daughters.  I did not get into the business take advantage of women or the elderly. I wished ****************** the best in my response on Yelp and it still remains.
  I have included photos and video along with her message from ****** regarding the events in this response. 
  
  Thank you,
  Othneal *************