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:04/04/2023

  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.

  I took my car to Kavaugh's not once, but twice for a free estimate for minor body work and a paint job. It was estimated by an employee and the second time by *****, the owner. They typed up an estimate and I made an appointment to bring the car in the first week of March 2023. I called one week before the appointment to make sure we were still on for the repairs. The lady on the phone said yes, bring it in. About an hour later, she called me back and said not to bring it in and in fact it would be 3 more weeks before they could do the work. I called again before the second appointment and she said bring it in. I left the car with Kavanugh's on March 24, 2023 with the understanding work would start on Monday. I was told they would work on my car 4 hours per day and it should be completed in 2 1/2 weeks. I signed the agreed upon estimate and left my keys. I rented a car the next day which cost $311 per week. On Thursday March 30th, I called Kavanaugh's to see how things were going. I had three different people tell me three different things as to why my car had not been worked on. Finally, I talked to ***** the owner who said he was understaffed and that a new estimate had been written and that I needed to come in so he could show me why the estimate changed. I also told him I had rented a car (wasting $311). He told me they tried to rub off some touch up spray paint to get the car back to it's original paint underneath. It did not work and they tried to sand it by hand which has now made my car look worse than ever! Not one dent or ding had been repaired. THEY NEVER CALLED me during the that last week of March to tell me there was any issue. Had I not called on March 30th, it would have sat there longer without anything be done. I told ***** I could not do business with someone like him and it was not mu problem he was understaffed. I went to Kavanaugh's immediately to pick up my car. I told ***** he should reimburse for rental and he said no.

  

  Business Response

  Date: 04/14/2023

  This is unfortunate as I don't think the customer understands the processes involved with collision or body and paint repair nor do they have a lick of compassion or understanding as when I did try to talk to her on the phone the week the car was here she flat out told me if I was looking for compassion I was looking in the wrong place. Please see word document for full response as this is limited. 
  

  We had not one but two deaths simultaneously occurred with 2 of my office staff families that week and this customer lacked any basic understanding of what an estimate is, the repair process, the ability to listen, or any empathy or compassion. All of the events that unfolded with our interactions with this customer are clearly outlined in the word document. We could have charged her for the work we did and wanted to divorce this customer so fast because of her actions and attitude that we didn't care about the money, we just didn't want to have to deal with her any longer. She was that crass. 
  
  As stated previously it is our firm belief that we do not owe her anything as she removed her vehicle from our facility without having to pay any applicable charges.