We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Wood Finishing

Guitar Paint Guys

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wood Finishing.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 7 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:11/18/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 sent my custom guitar body to them over a year ago. They sent me a confirmation email that they received it June 2023. I sent multiple emails after the 8 month **** and didn't receive a reply until July of 2024! In that email, they assured me that my guitar was in final production and that I should get an email once it was delivered. It is now NOVEMBER 2024 and I am only getting auto-reply emails. I would like my guitar body and my money back!

  • Initial Complaint

    Date:10/25/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    We sent a proprietary unfinished guitar body valued at $300 to Guitar Paint Guys and paid $375 for it to be painted on 11/01/23, and we were quoted a 3-6 month lead time. We received an email from ***** at Guitar Paint Guys on November 7, 2023, confirming receipt of the guitar body. We sent several follow up emails after 6 months with no response. Finally, after emailing again in July (8 months from them receiving), we received a response stating our guitar body was in process but have not heard from them since. It has been almost one year for a paint job that was quoted 3-6 months with little to no response to requests to provide update or return our unfinished guitar body. Also, commented on an instagram post and requested they respond to my email for an update. Less than 12 hours later, my comment was deleted by Guitar Paint Guys. Their flashy website seems very professional but their business practices are anything but. Now I know why there are no negative comments or questions about lead time on their social media, because they delete them all! We would like the painted body we paid for or we would like a refund and our proprietary body returned to us.

    Business Response

    Date: 11/11/2024

    We do not have a customer by the name of "****** *****."    We also do not have any orders, payments, or any correspondence from the email of ********************** in our system.

    Customer Answer

    Date: 11/12/2024

     
    Complaint: 22471432

    I am rejecting this response because: My initial contact with this company was through this email address referenced above. We submitted the payment via an email address used by ******. They know exactly what order I am referring to.  Their last response to me was via my business email, ****************** They are definitely playing games with their response to you. They made the connection between the communications and actual order proven by the attached response. 

    Sincerely,

    ****** *****

  • Initial Complaint

    Date:10/22/2024

    Type:Product Issues
    Status:
    Unanswered
    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 issue has been ongoing since August 2020 to the present. I sent Guitar Paint Guys a 1965 Teisco guitar body and neck for paint in black pearl. After several attempts at contacting them, they sent me an email that they received the neck and body was received and in process. Due to COVID and other issues there may be some delays but completion was estimated between 6-12 months. Between 2021 and the present I have sent dozens of emails requesting they either complete the job, which was prepaid, or return the guitar. They have ignored all emails. Throughout this time, they maintain an active business on **** and appear to be selling products online. My last recourse appears to be to drive up to ***************** and file a small claims court action for return of the guitar or reimbursement of its value.

  • Initial Complaint

    Date:08/01/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 sent a guitar body to this company in May 2023 to be refinished. The quoted time was up to six months. It has been fifteen months and I still have not received the completed body. I have sent multiple emails over the past year and have received no response. I sent a letter requesting an update and received no response. They do not offer a phone number so calling and speaking to someone is not an option. I am very patient and understand if there is a legitimate reason for a delay but fifteen months is more than enough time to finish a body under any circumstances. Simple updates would have prevented this complaint. My next step if this is not resolved, is a small claims suit.

    Business Response

    Date: 08/15/2024

     

    We have emailed this customer several times, explaining an unforeseen delay in completing his project,  and have not received a response from him.    Not sure where the trouble could be.

    Our last message was advising him that his project would be shipping out.

    His project has since been completed and shipped.

    USPS Tracking #**********************

    We appreciate his repeat business, and thank him for his patience!

    Customer Answer

    Date: 08/19/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:07/22/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    In May 2023 I sent a guitar body to be refinished with the stated turnaround time to be 3 to 6 months. I received an email stating that they had gotten the body in June 2023. I contacted the company by email several times after the 6 month **** with a response that it was still in progress. There is no phone number associated with the business. At the one year ****, I posted daily on the business FB account asking about my guitar body. After a week of that, I did get an email saying the guitar was still in progress. It has now been over a year since I sent a body to be refinished and only 2 emails stating the guitar refinish was still in progress. Do not do business with this company! I am trying to figure out what else I can do to get my property returned to me.

  • Initial Complaint

    Date:07/17/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 paid for and sent in my bass body in June of 2023 to get painted by GuitarPaintGuys and got a confirmation a few days later that they received the bass. I later saw online that people were complaining of the wait, so I waited well after the 3-6 month estimate before reaching out to them at 8 months. I sent 3 different emails and no response. I saw that they were active on social media and I reached out to them there. My private message was ignored again, and any comments on post were deleted right away, so it confused me why they had time to delete messages but not respond. Now, since April of ********************************************************************************** business since they continue to ignore all emails. I am not the only one dealing with this issue, we actually have a chat online with several customers who are experiencing the same issue with thus business, some have waited more then 2 years now. The only thing still running is there website where they still accept more work, but why they continue to accept more work if they can not finish the work they already have is frustrating.I paid $1,100 for my bass, and $375 for them to paint it. At this point I would like the bass back to recoup some of this money, or preferably the finished product.

  • Initial Complaint

    Date:07/02/2024

    Type:Delivery Issues
    Status:
    Resolved
    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.
    My guitar body paint order was placed on 6/24/2023. I mailed ***** a $400 guitar body and paid $285 to have it painted. Time to completion was supposed to be 3-6 months. After waiting over 8 months without any kind of update I tried to contact the vendor multiple times over email and social media but received no response whatsoever. I tried again after waiting over a year and was promised that my body would be shipped by the end of June 2024 but that never happened and they're not responding to emails.

    Business Response

    Date: 07/22/2024

    Project has been completed, and customer is in posession of it.

    Customer Answer

    Date: 07/23/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:06/05/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Much like the other recent complaints, I sent in a guitar body in early 2023 and have not received it yet. I was quoted "3-6+ months" when I sent it in. The company sent an email on 05/11/2023 confirming that they received the body and that they found some damage under the paint that required additional work that they would perform at no extra charge but it would take more time than expected. I own a guitar business and do many repairs and I understand that a crack in the wood would take some glue, filler, and extra labor so I was grateful for this (this should add an hour or two and some drying time to the service). Fast forward to today, 06/04/2024, over a year since that email, and I still have no finished product. I sent an email in January asking the status and I was told it was in-progress. I sent a follow up email a month ago and have not heard back. In addition, my ******** comment asking about this appear to be deleted, so I know they are monitoring some social media. I understand that the guitar industry in general got slammed during COVID, so I have been patient but the lack of communication has been very unprofessional and concerning. Also of note is that the body I sent in was a vintage body of an essentially irreplacable guitar (there are literally zero for sale on Reverb in the ***). I have read dozens of complaints about the business since and regret using them. At this time, I would just like my body back and a full refund or a completed product, I would have gone local or done this myself if I had done my research before. Buyer Beware.

  • Initial Complaint

    Date:05/30/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 is a complaint with the business "Guitar Paint Guys" ******************************** I placed my order with Guitar Paint Guys 2 YEARS ago, on June 1st, 2022. At the time, the order was quoted "3-6 months plus". I paid for the order in full, up-front, and was okay with the quoted turnaround time. I received auto-generated emails upon my order confirmation and once my guitar body and neck arrived at the shop. I requested order updates via email on 1-9-23, 6-21-23, and 8-1-23, with nothing but auto-replies, with no information regarding my order. Finally on August 2, ****************************************************************************************** a week. I kindly thanked him for the update, and remained patient. Four months later, on December 18th, I emailed again for another update, again, nothing but an auto-reply. My last attempt was on May 1st, 2024. I reminded him that is had been almost two years since I placed my order, and again....nothing but an automated response.I can't think of a more negligent, half-baked and sketchy business practice than to take customer orders with full payment upfront, along with their guitar bodies, then provide little to no avenues of communication. I sent this business a guitar body and neck, totaling over $800, plus the $490 I paid up-front for the paint job. At this point, I don't even know if I'll receive my property, let alone a finished paint job. If I go to the website now, I can see that anyone can place a new order, send them their money and personal property, and absolutely guarantee themselves a very dodgy, sketchy and bad customer experience. I might be losing property along with time and money. I still have no information about the status of my order.

    Business Response

    Date: 06/11/2024

    Project has been completed, and customer is in possession of it,

  • Initial Complaint

    Date:09/28/2022

    Type:Product Issues
    Status:
    Resolved
    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 have been waiting for Six months for my guitar body for over 6 months. I sent them my guitar back in March 2022, at first the communication was fine. I waited before asking for updates. I got a basic metallic paint job I thought 3 to ) months should be plenty of time. But what gets me is their lack of communication. I want my guitar back. I wish I had gone to another refinisher. At this point BBB is my last resort. I am attaching copies of my email in hopes to get what I paid for. I dont think is fair that you put your hard earned money and they just dont deliver on their side.

    Customer Answer

    Date: 10/21/2022

    GuitarPaint Guys contacted me and have shipped my guitar. I have received it and everything looks good.

Guitar Paint Guys is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.