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:07/17/2024

  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.

  On 7/15/24, I paid James Auto Upholstery $480.38 to install a new headliner in my 2004 XJ8 Jaguar. They did not use the original material for the headliner, as I had expected. Instead, they used a cheap, off-the-rack material. They also made an absolute mess in the car, which required extensive detailing and cleaning to rectify.Additionally, they did not do a quality job, and they damaged the wiring harness in the roof, resulting in an electrical problem. Now, the interior light won't turn off, and the ambient lighting and reading lights no longer work. Furthermore, when I got the car back, the right front blinker was not functioning. They have refused to fix these issues properly and have also refused to refund me.The cost to troubleshoot, diagnose, and fix these issues will be substantial, encompassing travel expenses, diagnostic fees, parts and labor, and my time. James Auto Upholstery has told me to contact the Better Business Bureau and has refused to provide their insurance information. I want the car to be fixed professionally, and I expect James Auto Upholstery to cover all associated costs upfront, including my time, travel expenses, and a rental car.

  

  Business Response

  Date: 08/05/2024

  Mr. *********** came in to get his vehicle's inside roof reupholstered.  He agree on the material used.  When he came in he was not happy so he was offered a $300 discount and paid for the service.  He later said he was still not satisfied so we asked him numerous times to come back in and he refused.  We had nothing to do with the electrical going out in his vehicle.  James *********** has disputed the charges with the credit card company so his money is being returned.  In the meantime an ***************** came by to get information on **************************, he his under investigation for multiple fraudulent claims.  

  Customer Answer

  Date: 08/05/2024

  i am rejecting this response because:

  James Rondepierre  

  ********************* 109  
  ***********, ** 28786  
  Email: ********************************************  
  Phone: ************  
  
  August 5, 2024  
  
  To Whom It May ************************ Urgent Resolution Required Claim Against James Auto Upholstery
  
  I am writing to address severe issues with the reupholstering work by James Auto Upholstery. Despite previous attempts to resolve this matter, the damage and emotional distress caused by their negligence remain unresolved.
  
  Summary of Issues:
  
  1. Substandard Work: Inferior materials and poor workmanship resulted in an incomplete job. Evidence includes photos and videos.
  
  2. Electrical Failures: Malfunctioning interior lighting and non-functional blinker system, directly linked to their improper installation.
  
  3. Water Damage: Improper sunroof drain installation led to flooding and extensive damage, supported by professional inspection reports and visual evidence.
  
  4. Financial Impact: Total costs incurred amount to $26,700, including vehicle replacement, travel, legal fees, and personal suffering.
  
  Legal Violations:
  
  - Breach of Contract: Failure to meet agreed-upon quality standards.
  - Negligence: Poor installation practices.
  - Defamation: False accusations of fraud.
  - Unfair Trade Practices: Deceptive practices and evasion of responsibility.
  - Consumer Protection Violations: Potential breaches of state and federal laws.
  
  I request a total settlement of $26,700 or arrangements for a third-party repair service. Please resolve this matter within 7 days. Failure to do so will compel me to pursue further legal action.
  
  For the full letter and supporting documentation, please see the attached PDF.
  
  Thank you for your immediate attention.
  
  Sincerely,
  
  James Rondepierre  
  August 5, 2024, 10:50 AM

  
  

  

  Business Response

  Date: 08/06/2024

  This is such a ridiculous acquisition of my Company and it's integrity.  We offered to fix James's headliner multiply times and are willing to fix his headliner now.   I am only responding to this because of the bad reputation we have received through BBB on this complaint.  When we receive the proper documentation of proof and the insurance company completes its investigation, we will not be able to respond and will consider this a legal matter and will handle it the proper way.  I would like a copy of the photos and videos with time and dates that ************************** has, sent to ****************.  That way we can forwarded them to our legal team and resolve this issue in a timely manner.

  Thank you

  James *****

   

  Customer Answer

  Date: 08/06/2024

  Certainly! Here's a condensed version of the letter under 1500 characters:
  
  ---
  
  James Rondepierre  
  ********************* 109  
  ***********, ** 28786  
  Email: ********************************************  
  Phone: ************  
  
  August 5, 2024  
  
  Kisis Silva  
  Operations Support Specialist  
  *******************************************  
  
  Subject: Response to Business' Reply to Complaint ID ********  
  
  Dear **************,
  
  Thank you for the update on my complaint (ID *********. I wish to clarify my position.
  
  Summary of Issues:
  1. Repairs and Negligence: My vehicle was not properly repaired, leading to severe flood damage.
  2. Inspection Results: Accelerated Collision confirmed improper repairs and ongoing issues.
  3. Odor and Mold Risk: Persistent musty smell indicates potential mold growth.
  4. Financial Impact: Vehicle value and personal costs totaling $26,700.
  
  Business's Response:
  **************** offer to fix the headliner does not address extensive damage, potential mold, and electrical issues.
  
  Legal Concerns:
  1. Breach of Contract: Substandard materials and workmanship.
  2. Negligence: Improper sunroof drain installation.
  3. Defamation: Unfounded fraud claims.
  4. Unfair Trade Practices and Consumer Protection Law Violations.
  
  Resolution Request:
  I seek $26,700 for damages, costs, and emotional distress or full repair coverage from a third party. I request resolution within 7 days.
  
  Photos, videos, and reports are available on the BBB portal. Please see the attached document for details.
  
  Thank you for your attention.
  
  Sincerely,  
  James Rondepierre  
  Email: ********************************************  
  Phone: ************
  

  Customer Answer

  Date: 08/07/2024

  Subject: Submission of Requested Photos
  
  Dear Better Business Bureau,
  
  I am writing to inform you that I have sent the requested photos documenting the damage to my vehicle to James Auto Upholstery's email as per their request. The photos include time data to verify the timeline of events.
  
  Best regards,
  
  James Rondepierre  
  Email: ********************************************  
  Phone: ************