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:09/20/2024

  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.

  Carried my Classic 1955 ***** truck for paint and fit up in March of 2023. After 1 and 1/2 years and $24000.00 paid my truck was not completed. Everytime I checked with them it was one excuse after another, each time requesting more money. I finally got fed up with all the excuses and retrieved my truck from the business. They were sitting on it, putting other jobs before mine. I honestly believe this company is crooked. Now I have to pay another company to complete the work that was never completed. I strongly recommend you do NOT use this company. They will money you to death and never get the job done!

  Business Response

  Date: 10/09/2024

    Our shop, NC Classic Restorations, LLC (NCCR) has been in business for over thirty years. We recognize that any company who deals with the public cannot please everyone all of the time. However, our track record is exceptional. In over thirty years, we have had only a handful of problems, and we currently carry an A+ rating with the BBB. Because some of our customers have not had restoration work done before, we make an effort to explain to our customers the steps that we take during the process, including why specific actions are taken. When, as in this case, we encounter a problem, we are quick to remind the customer of his or her option to stop the project. 

  
  

       This complaint was not written directly by our customer. It was written by his wife, who, essentially had no first hand interaction with us. It was written in a way to suggest that NCCR did no work of value. This is a 100% unsubstantiated claim which couldn't be further from the truth.

  
  

       This customer brought us what we call "a car in a box." In this case it happened to be an early 50's pickup truck which was mostly disassembled. It was flatbedded to our shop. This type of project is fraught with peril because surprise after surprise is waiting to be found. Our customer was told this. In this case, the owner unknowingly proved to be his own worst enemy. He attempted to help his project along by welding new lower cowl panels (both sides) and by welding two hoods together to make one. Then he primed the truck. Unfortunately, he failed to fit up parts before welding and, in time, we discovered the worst. They were not welded in the right place. This created more problems because neither the doors nor the fenders could not be properly fitted. The lower cowl mounting brackets were not in the right location. All in all, this was a well intended effort by our customer to help his project along, and we encourage our customers to do what they are capable of doing on their own projects. This adds to the pride of ownership down the line. However, it does not prevent beginner's mistakes. Modification after modification was required to get the doors and fenders to properly mount. Knowing that the hood had been kludged together and the fenders didn't fit when we got the truck, it was impossible for him to have fit up the hood before welding it together. More problems will come. This is not the only unintentional beginners mistake the owner made. When he had done his welding, he used an uncatalyzed primer to seal rust on the body of the truck. These encapsulants are good on frames. but there was too much latent rust on the truck body. As it was being sanded paint would flake off and rust would show. We believe he thought he was doing the right thing, but he simply made more work because the primer had to be strippped and the rust had to be removed or his paint job would not last very long. The heating and cooling of the underlying rust bubbles would, in turn, bubble his new paint. Then he would likely blame us. 

  
  

       These fitment problems and the paint problems were clearly explained to our customer. There were many other hurdles to cross, but we do not want to write a book. Long story short, this was way more of a project than our customer perceived, or understood, even to this day. In our customer's defense, he thought he was doing the right thing and saving himself some money. From NCCR's point of view, however, the vehicle was unintentionally misrepresented as being something way better than it was.

      

       After the truck bed was put into final paint, the interior was painted, and the remaining parts were in new primer, we were asked for a detailed estimate of what it would take to finish his truck. We knew that there were more hurdles to cross, plus we had no clear definition of what "finished" was. When he pressed us for an estimate, anyway, we provided an estimate of identifiable tasks.  Knowing that there was a 100% chance that more tasks would be added or tasks would change, we included a disclaimer relative to the accuracy of the estimate, and we made it clear that he was free to take the truck somewhere else if he wished. He did. He did not understand why we couldn't tell him exactly what it would cost to finish the project. It was very clear that neither he nor his wife had a good understanding of an automobile (or truck) restoration project, despite our efforts to educate him. This is the kind of customer who wants to know how much a job will cost, then adds to the scope of the job, and then wonders why it didn't cost what was originally estimated.

  
  

       I have told our customer multiple times that we have no animosity toward him. He did the right thing for himself by taking his car out of our shop. This is, in fact, why we take smaller deposits than other restoration shops. It allows our customers to assess work done and whether they want to continue a project. This is summarized in a note that is included on our detailed invoices, including this customer's invoice. It reads as follows: 

  
  

      "PLEASE NOTE: Everyone who brings a car or truck to us has been told that restoration projects are typically full of surprises. When mechanics or body repair shops work on newer cars, mother nature has not yet taken its toll on their parts, several decades of history are not underneath, these vehicles generally still have factory paint, these vehicles typically do not have hidden rust, these vehicles may not have untold number of miles or major wear and tear on them, and so on. As a result, no project ever comes to us that is not full of surprises. Therefore, it is impossible for us to guarantee ANY estimates provided with any accuracy. If an estimate is used, it is not guaranteed to be accurate within a certain percentage, it is only to be a starting point.

      Many shops require massive deposits to start work on a car. NCCR is inclined to take smaller deposits more frequently. This is a safety provided to our customers. If we ask for a new deposit, and you are not satisfied with the work we have done or the project may exceed your budget, it is your option to move your project elsewhere, or suspend it. Your starting and continuing a project represents your tacit agreement. (REV 8/22/24)"
  

  
  

       This customer left three individual deposits before he decided to pay off the balance and take his truck. He did not fully abide by our policy of providing up front deposits, These deposits determine how we prioritize our work, something which he was well aware of. Each deposit after the first was an opportunity to stop the project. We believe it is fair to say that both parties agreed this was the best thing to do. It is extremely unfortunate that this customer did not understand the reasons why his project was much more than he perceived at the beginning. We did not cause it to be this way. Murphy's Law made it so. We are sorry that we disappointed him and that we haven't found a way to continue his project in a way that was fair to both sides. At this point, however, we believe that this customer has made his decision to discontinue the project and we agree with it. We would also note that he will not be paying to redo work done, but, rather, to complete new work for which he has not paid.

  
  

      "

  
  

       Dan Swan

       NC Classic Restorations, LLC

  
  

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22314196
  
  I am rejecting this response because:
  Because our new paint and body shop has pointed out numerous mistakes made by Carolina Classic Restoration. Also we were not looking for a show truck. All we wanted the dints out, a fit up and a good paint job. Our beginning budget was $20,000, however we paid on time every time, and when we retrieved the truck we were $24,000 in. They had the truck 17 months and it wasn’t half finished. Then they wanted $21000 to finish the truck. As far as me not being involved, I have been involved from the beginning. I even visited the company with my husband and the owner showed me the wrong truck. Then he remembered where our truck was. 
  Sincerely,
  
  Anita Hawley

  Business Response

  Date: 10/15/2024

   Thanks to this customer for reinforcing our position on this matter. This response only confirms that this woman doesn’t understand these old vehicles. This is consistent with our earlier statement “Long story short, this was way more of a project than our customer perceived or understood, even to this day.” It is a simple fact that a bigger project costs more.

       We stand by our position that our primary customer was her husband, not the complainant.  She was not a participant in any phone conversations, she was not a primary participant in any conversation we had with her husband, and she was not even present for the most detailed conversations we had with her husband. Her first hand knowledge is limited. This begs the question “Why didn’t the husband write the complaint?”

       We are not difficult to get along with. Our invoices are very detailed and understandable for those who know even a little about old vehicles. We challenge this customer to list any line items which weren’t needed. Nothing that the wife complained about was specific, probably because she lacked the background to be specific. Whether she hasn’t read the invoice in detail or doesn’t have the automotive background to understand it, her husband does. We pray that, with a good hard look at the details, this customer will understand better the costs outlined in their invoice. 

       When the husband insisted on a detailed “What will it cost to finish?” estimate, we knew that there were still some surprises to come and we are not in business to lose money. We were not about to have our feet held to the fire without having the customer be very specific about the work items he wanted us to do. He was not inclined to do this. He indicated that we should know exactly what is needed to finish the project. We, however, have been here before and we know that reassembling a “car in a box” cannot be estimated. Imagine putting together a crossword puzzle when some pieces are missing and some are the wrong shape. Then estimate the time it will take to put it together.  Also, as stated earlier, we knew that the husband’s welded together hood was very likely headed for some fitment problems and modifications.

       We wish this customer well and have told him that we stand ready to help the new shop understand what has been done and that which we know is left to be done. We have already provided paint information to this one man shop.

  
       Dan Swan
       NC Classic Restorations, LLC
  

  
  

  Customer Answer

  Date: 10/16/2024

   
  Complaint: 22314196
  
  I am rejecting this response because:
  
  Sincerely,
  
  Anita Hawley