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:01/09/2023

  Type:Billing 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.

  I filed an insurance claim due to hitting a deer. I had Schultz collision give me and estimate and do the repair work. Initially they said my truck would be done in a couple weeks, it was closer to 2 months. I called and every time they told me it would be done by the end of the week, It was not for weeks on end. When my truck was finally “done”, my mirrors were not fixed correctly, the rust that we had discussed over the phone was not fixed, my door seals were ripped and my drivers door let’s air through driving down the road to where I can’t even hear the radio now as well as letting water inside the cab while washing it. (Which was not an issue before). The new pin stripes on the truck are not installed level and are extremely noticeable and wrong, my rear passenger door handle feels as though it will break as well as the inside panel wasn’t put back together. The rain guards on my window were also not re installed. 4 out of the 8 bed bolts were put back into the bed causing it to constantly rattle against the frame while driving it, and told me “your bed is a piece of shit anyways”. My bumper was not bolted back on correctly and was barely hanging on before falling off. The next day after picking my truck up, I went to put fuel in it and the fuel neck was not hooked back up so I was not able to put fuel in it. At this point I called schultz due to everything that was wrong and at this point I was cussed at by the owner saying “I’m tired of dealing with you and your  truck” and hung up on. I’ve made multiple trips to their shop which is 40 minutes one way to try and get this resolved. They have told me I’m “making things up to get free work”. When I have pictures to prove the issues. And now refuse to fix what is supposed to be fixed and what they specifically said they would fix. The work performed is not acceptable as well as how they have treated a customer with valid complaints.

  Business Response

  Date: 01/10/2023

  When the customer brought his truck in initially he had hit a deer and was wanting us to total out his truck if we could, he stated other than the body work that the suspension was damaged also.  After the truck was dropped off on 10/26 we brought it over to a mechanic shop for them to diagnose the suspension because if the suspension was damaged like he said it would have most likely totaled the truck out.  The mechanic shop had the truck for about a week to week and a half because it wasn't scheduled, they found no issues with the suspension like the customer had previously stated.  So we then got the truck back to the body shop and the customer made a bunch of changes to the scope of work that he wanted done.  He didn't want to do all the work that was from the wreck.  IE the bed was damaged from the deer and needed a new bedside, but the bed is rusted at the floor and needs to be replaced so we deleted that part off the insurance estimate and then created another estimate for other things that he was wanting done.  After getting with the customer and the down time from doing that on the two attached bills there is 86.89 hours of labor between the two jobs, that industry standard of hours per day that actually get done on a job is 5 hours per day, with that being said just with the labor being done 17.38 days and that is if the vehicle is worked on constantly, which it is impossible for that to happen.  The customer told us that we was going to get a flat bed or find a new bed to put on the truck, attached is the screenshot of his facebook post looking for a new one, this is the reason that we did not worry about the two tone lines lining up with the bed because if you put a flatbed on there it would be black and if you put a new bed on there it would have to be painted and lined up with the lines on the cab anyway.  This is also the reason for only putting four of the bed bolts in because they are expensive and one time use parts which I did not bill the customer for because if he was putting the new bed on there he would have to buy them again.  This truck is a 2005. The weatherstrips that were mentioned were put back on and when the customer came back they were on the truck and installed, since the truck is the age that is it the weatherstrips are dry rotted and deteriorating. The customer has came back to our shop one time to go over his complaints with me, his complaints were the bed bolts that were missing the weatherstrips were leaking and the mirror on the passenger side was broken and that there was a small patch of rust on the passenger side rocker panel.  Whether our fault or not I told the customer I would take care of all this to make it right with him and then scheduled for him to bring his truck back on 1/9/2023.   Both bills are attached for the work we did and billed the customer for.  There is nothing on the bill that he was billed for about fixing the little rust spot on the passenger side rocker panel.  In the meantime while the customer was waiting to get his truck in, I was getting social media screenshots of the customer speaking ill of our business.  When the customer dropped his truck off on 1/9/2023 I told the customer that I was going to take care of all the issues except the rust on the passenger side rocker panel, the reason for this is it was not going to be a proper repair which I explained that to him the first time and would not look very good and the way he has been posting stuff on social media and I was not comfortable about doing that kind of work and I did not bill the customer for any repairs for that area of the truck.  As far as me "cussing out the customer" when he called in going off and complaining about things I told him if you are upset I will make it right but instead of you keep calling and complaining you need to bring the vehicle in so we can go over it and get the issue resolved.  As far as the bumper I have attached photos from our cameras from the day that *** ***** came back to talk to me about the issues and this was on 12/13/2022, the pictures show that the rear bumper is sitting on the truck just fine, I think that the bolts were loosened by someone after the fact after the truck has left in order to make social media posts to talk bad about our business.

  Customer Answer

  Date: 01/10/2023

   I am rejecting this response because: there is no response as to the issues being solved. Along with the fact that I loosed them bolts on my bumper to have a reason to complain is absurd. Also, there is no mention of them fixing the pin striping on the cab. I paid them to perform a service we agreed too over the phone, those specific services never made it into the bill I received therefore I did not get what I had paid for. The work performed is still incomplete and unacceptable. 
  
  
  

  Business Response

  Date: 01/11/2023

  I don't know what this guy wants from us his vehicle is currently at our shop and his complaints that he has stated when he came here on December 13th are being taken care of on our dime. He was complaining about the mirror that was broken, so we bought a used mirror and are painting it because that is all the insurance company paid for is a used mirror.  The customer asked us how much to paint the other mirror and I told him we would do it for free to try and make him happy.  The truck got all new bed bolts put in it and the rear bumper was tightened up and the weather strip seals were replaced with new ones. As far as the "pin striping" that he is complaining about there is nothing i can do with that as that is where the two tone on the truck meets up at, the customer made us under the impression that he was getting a flat bed put on his truck or a used bed so we didnt need to line the paint lines up with the bed.

  Customer Answer

  Date: 01/12/2023

   I am rejecting this response because: Showing interest in getting a different bed is not a valid reason to not replace the stripping on the truck back to how it should be. So therefore, the stripping needs to be fixed correctly like it should have been initially. Furthermore, I just called to check and see when my truck will be done, the Response I got was “the mirror will be broke when you pick it up”. I said that’s not acceptable in any case and I was told it does not matter, I am not allowed back at their shop. Another example and obvious form of unacceptable/incomplete work. Insurance paid and was willing to pay for any accident related damage. Had I known this is the type of work and type of customer service I was going to receive, I would’ve gone else where. Schultz was paid for their work which seems to be their only interest. No the quality of work or the professionalism. Again, I will be picking up a truck that was paid for services to be done, that were either not finished or not finished correctly. ,