Complaints

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• Initial Complaint

  Date:10/04/2023

  Type:Service or Repair 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 got a 2001 Buick I needed the headliner fixed and I contacted them. I took the car up to them and they quoted me a price. Made the appointment and took the car there yesterday. Went back to get the car when they said it was finished. They put the headliner in, but they tore up our dash board and they did not put the dash board back together right. My wife went up there and the guy said it was the age of the car that caused the damaged. I went up there today and asked them if he wanted to pay to get this fixed or refund my money. He said "neither". They refuse to do anything about it. I do not trust them to do anything with my car. I would like for them to pay for them to get the dashboard fixed after I get a quote for the damages.

  Business Response

  Date: 10/10/2023

  We recovered a headliner for the customer on their 2000 Buick. Upon completion they came in inspected the work, paid and left. Approximately 20 minutes later the customer called to ask what we had done to his dash. I said nothing, and wasn’t for certain what he was referring to, but we would be glad to look at it. Approximately 15 minutes later the customer’s wife returned with the car and started insisting that I had broke her dash. I looked at it and explained that it is a very common problem with most GM vehicles from 2000-2004. I explained that she could google it and see for herself and that I would be happy to do so for her right then. She was very angry and said, “ I will not google anything. You broke it and now you are lying. This wasn’t like this and we will get affidavits to prove it wasn’t like this?” I explained that we have literally repaired thousands of GM dashes like this over the years. I explained the process of the windshield needing to be removed and the dash heated and pulled as far forward as possible and then a combination of glue and staple is used to hold it in place. I also pointed out that the dash had shrunk over the years and could not be pulled completely back up into place. She began to yell and say it would be fixed without removing the glass – to which I explained that was impossible. Again she accused me of breaking it. When I pointed out that it was shrun*** back compared to the passenger side of her car and that a hump had formed in the dash and that the shrinking and hump in the dash are not possible in a few hours time that the car was in my possession. She became more angry and said I would have to talk with her husband the next morning. The next morning he called and I explained again how common of a problem this is with this era of GM dash and the steps that would be required to fix it. He told me I didn’t know what I was talking about and asked for his money back or to pay someone else to replace the dash. I declined both offers, and before I could say what we would do he hung up. I texted him to explain that if he wanted to have the windshield removed, then as an act of good will we would secure the dash and heat it to move it as far forward as possible. I explained that nothing we did could cause their dash to release and shrink. When we removed this headliner we did not remove either of the A Pillars, but just loosened them at the top to remove the headliner. We never touched their dash. He also told me I did not know what I was talking about. I contacted Thompson’s here in Springfield and spoke with a service advisor, *** *****, that laughed and said of course it was a known problem. I spoke with two other upholsterers in Springfield to ask how they repaired this common issue, and they both confirmed that it is the same we repair them. Again we have literally done over a thousand of these types of repairs. Here is a link to one quick google search of this known issue. ********************************************************
  
  
  If you need anything else from me please ask.

  Customer Answer

  Date: 10/15/2023

  Complaint: ********
  
  I am rejecting this response because: We would like to respond to his comments on the dashboard having issues prior to the headliner being fixed. We would NOT of spent, just shy of $400 to fix a headliner if the dashboard was already bro***/pulled back and had a hump in it. I admit to being upset at his quick explanation of how the series of events unfolded. If at first, he would of responded " ma'am, I'm sorry this happened, it is unfortunate. It might of happened while fixing the headliner. Then maybe we could of come to a reasonable agreement. Possibly talking about estimates and splitting the cost to get this fixed. But no, his first response was "we didn't do this" it is because of the"age of this car". That is a reasonable statement if....... this car wasn't in perfect condition when we dropped it off that morning.

  Prior to buying this 2001 Buick Lesabre we had the car inspected and checked out by the local mechanic. His remarks were "what a good find" and " how well this car had been ta*** care of." the only flaw was the headliner. 

  We fully understand that " accidents happen" but unfortunately when a business won't accept responsibility for an accident and simply denies it and his only reason/justification is " the age of the vehicle" That falls a little short for me. We did take the car straight to the local mechanic after the confrontation I had with the business owner. He seen I was obviously upset and he said to me... he knew the dash was not in that condition when he inspected it but unfortunately he would need to refer us to the local Bodyshop. We do have an appt to get the dash fixed and will just have to take a loss on this one. 

  We could of chose a more reasonably priced shop but chose ****** because of the length of time they have been in business. We were obviously ok to pay more for what we thought would of been a" professional job". So, I guess we are at a standstill of " he said, she said". I'm very disappointed NOT because of the apparent accident that happened but because of how it was handled by the owner. 
  
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 10/25/2023

  There was no accident here as the customer claims.  We never touched the customers dash.  We worked on the headliner.  This a textbook case for this age and make of car.  I can refer you to multiple GM service writers that can confirm this.  There is a car currently here with the same exact make and model that is identical to the dash shrinking on the driver's side.  It is what they do.  We cannot cause vinyl to shrink in 6 hours to the extent theirs is shrunk.  It is physically impossible.