Complaints
This profile includes complaints for Dent Doctor of Louisville's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:05/16/2024
Type: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.
Took my vehicle in to have an approximate 2” dent popped out on 04/21/24 through my vehicle protection warranty (Portfolio Protection/VAS) that I purchased with my new 2024 vehicle.
The dent was only partially removed with visual & surface wrinkles and indentations still remaining in the area.
**** **. then Admittedly BUFFED the dented area on my MATTE paint finish vehicle for some unknown & evidently inexperienced & totally incorrect reason.
This buffing took the matte finish and made it a glossy, shiny spot at the dent area. He destroyed the matte finish on my new vehicle.
Upon contacting him about this disaster he stated that the warranty/insurance company authorized the buffing, which upon further investigation with Portfolio Protection & VAS was revealed to be a false statement made by **** **. They did not authorize any buffing, just paint less dent repair.
He took it upon himself to buff a matte paint finish vehicle & destroy the finish! His only answer to correcting the mistake was to buff the entire rear quarter panel to match the now glossy area at the botched dent repair so as the entire quarter panel of the vehicle would not match the rest of the vehicle!?
He has apparently photoshopped his after repair pictures he sent to the warranty company as my photos are completely different per VAS & Portfolio Protection conversations. My 2 before & 3 after photos are enclosed.
**** ** has admitted to Portfolio Protection & VAS, as well as myself that he did indeed buff my matte paint finish vehicle when he attempted to repair the dent which in turn destroyed the paint finish on my new vehicle. He was instructed and paid to Only remove a dent (paint less dent repair) not buff the finish.
My vehicle will now require extensive paint correction which **** ** is monetarily responsible for.
Business Response
Date: 05/28/2024
To whom it may concern,
**** ***** is not my customer. She was referred to dent doctor through her door ding insurance product who send a lead to our shop on occasion, they are my customer, they pay for the repair, if it is possible. I have submitted the before and after pictures of the vehicle when it came into the shop, (***** before) and when it left our shop (***** after), the pictures submitted to this complaint by **** *****, were not taken at my shop. Further you should note that they were not even taken the same day that the vehicle was at my shop, but rather several days later.
My suggestion to the customer was that her issue is with her automotive insurance company, and that she should be addressing with them her damaged vehicle, which was not damaged by me or my company.
I regret that this person is so upset about her damaged vehicle, but we should not be threatened, demeaned, slandered, or otherwise subjected to cursing over this matter, which has occurred.
This customer has stated many outright untruths about me and my business, to the BBB and several social media reviews. She has accused me of photo shopping pictures, which is an absurd and outright lie.
This customer has demanded I supply her with my insurance account information, I have refused to give this information to her, as she is not entitled to the personal information, and there exists no contracts, written orders or agreements between her and my company.
The fact is we were paid $200.00 to repair a large dent in her vehicle, I have presented the before and after pictures, which prove the vehicle was substantially repaired on 4/23/24 the before picture was taken at 9:10 AM the after picture was taken at 9:21 AM the same day. The vehicle left our shop shortly after 9:21 AM and was in the condition shown in the picture. These photos are required by the insurance company to be submitted for payment.
Customer Answer
Date: 05/29/2024
Complaint: ********
I am rejecting this response because:
Dent Doctor was contracted and paid through my warranty company to remove a dent in my vehicle. Dent Doctor was NOT authorized to BUFF the factory Matte Paint on my vehicle thereby damaging my vehicle. Dent Doctor is solely responsible for the damage to my vehicle paint, they acknowledged it was buffed! This is not a question about the dent they were contracted and paid to remove, this is about the damage Dent Doctor did by irresponsibly and negligently BUFFING a Matte Paint Finished Vehicle! Evidently, they don’t understand the damage caused by buffing matte paint, something an experienced paint less dent removal company should know.I am requesting an insurance claim be filed through Dent Doctor for damages to my vehicle paint finish. The insurance company can decide liability. Every business in good standing should have business liability insurance.
No threats or cursing has ensued on my part throughout this tedious process. I have been more than patient with Dent Doctor considering he has admittedly acknowledged he Buffed the matte paint on my new $130K vehicle therefore considerably damaging it.
Sincerely,
***** *****Business Response
Date: 06/04/2024
I continue to state I did not damage the complainant's vehicle. I have provided before and after pictures taken of the vehicle in my shop on the date of 4/23/24. These photos were required by the complainants third party insurance company in order to substantiate the repair for which we were paid $200.00. When the vehicle left my shop at approximately 9:30AM on the above date it was in the condition shown in the after photo. The complainant accepted the repair and left my property. I do not know what happened to the vehicle after it was taken from my shop. I did not tell the complainant I buffed the vehicle. I did not do the damage that is shown in the pictures supplied by the complainant, not before the repair stated above, not during the repair and certainly not after the vehicle was accepted by the complainant. For nearly 30 years dent doctor has guaranteed any repair done by us, if the customer is not satisfied, they owe us nothing, or we will refund the full amount of the repair. I have offered the $200.00 paid to us by the insurance company to the complainant, it has been rejected.
Customer Answer
Date: 06/05/2024
Complaint: ********
I am rejecting this response because Dent Doctor of Louisville damaged the matte paint on my vehicle by mistakenly buffing the dent area.
Dent Doctor has repeatedly changed their story from: “the son, ***** admitting to buffing the area and then offering to buff the entire quarter panel to match the “shiny” damaged area which in turn will still not match the rest of the matte vehicle! - To stating that the warranty/insurance company “authorized” the buffing, which was a complete falsehood as stated by VAS! - To supposedly offering me $200 refund, which never happened and would be rejected! - To stating that I wasn’t a customer of Dent Doctor!My matte paint was damaged due the lack of knowledge by Dent Doctor buffing the area where the dent was to be removed. I demand a damage claim be filed with their liability insurer.
Sincerely,
***** *****Customer Answer
Date: 06/11/2024
Complaint: ********
I am rejecting this response because Dent Doctor of Louisville damaged the matte paint on my vehicle by mistakenly buffing the dent area.
Dent Doctor has repeatedly changed their story from: “the son, ***** admitting to buffing the area and then offering to buff the entire quarter panel to match the “shiny” damaged area which in turn will still not match the rest of the matte vehicle! - To stating that the warranty/insurance company “authorized” the buffing, which was a complete falsehood as stated by VAS! - To supposedly offering me $200 refund, which never happened and would be rejected! - To stating that I wasn’t a customer of Dent Doctor!
My matte paint was damaged due the lack of knowledge by Dent Doctor buffing the area where the dent was to be removed. I demand a damage claim be filed with their liability insurer.
Sincerely,
***** ****Customer Answer
Date: 06/24/2024
Better Business Bureau:
I would like to reject the offer of Mediation for complaint ID ********.
Mediation is not going to solve this problem when the business owner evidently lacks the knowledge to correctly perform paintless dent repair & then refuses to admit fault and correct their mistake. Customer satisfaction is apparently not a priority with Dent Doctor.
Regards,
***** *****
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