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:03/13/2025

  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 6/28/2024 I took a truck to Mr. ***** to perform body work/restoration and was told it would take approx 2-3 months to complete and at an estimated $6500-$7000 total. The initial 2-3 months went well and communication was adequate, to include pictures of progress. We provided $2600 on 7/13/2020 and $2700 on 8/27/2024, as requested by Mr. ****** for cost of supplies as well as labor. It was after this that progress seemed to cease. I sent texts, or called, approx every 3-4 weeks to request status updates and/or pictures of the truck which were never received. I did meet in person at Mr. ****** shop on or about 1/13/2025. We agreed on a plan for him to complete the remainder of the work, to include paint, on the cab so that I could pick it up and begin replacing the motor and transmission at my personal residence. That deadline passed with no finished product as agreed upon. Over the following weeks, I remained in contact with Mr. ***** and requested pictures to verify progress was being made and again, those requests were never fulfilled. I was able to visit with Mr. ***** on Saturday 3/8/2025 and he said he would have the *** finished and ready to pick up Monday, 3/10/25. Again, another excuse about a part not working and he was unable to finish the work, so it was not ready to be picked up. He stated that the cab would be finished and ready on Thursday 3/13/2025 at 0900 and he agreed to meet me at his shop on that date and time. I arrived at his shop the morning of 3/13/2025 to find the shop was locked and no one present to unlock it. I contacted Mr. ***** and he stated he was in ******* Ok to purchase supplies for his shop and there was no one available that could unlock the shop. I have since requested to pick up my truck and all parts/supplies that I have paid for, despite it being unfinished.

  Business Response

  Date: 03/19/2025

  At the outset of the project, we made significant progress on your vehicle, which led us to request the initial payments for supplies and labor. During this time, you expressed in person that we were moving too quickly, and as a result, we adjusted our pace to ensure quality work while also attending to other vehicles in the shop. This is a standard practice in the classic car restoration business, where projects often take longer than initially estimated due to the intricate nature of the work and unforeseen challenges.
  

  We regret any frustration caused by the delays in communication and progress. While we did provide updates and photos during the early stages of the project, we acknowledge that there were lapses in communication afterward. This was not intentional, and we sincerely apologize for any inconvenience this may have caused.
  Regarding the agreed-upon deadlines, we encountered unexpected issues, such as parts not functioning as expected, which delayed the completion of the cab. We understand that this was disappointing, especially after the commitment we made to have it ready by March 13, 2025. Unfortunately, due to an unforeseen business trip to ******, **, to purchase shop equipment, we were unable to meet you at the shop as planned. We deeply regret this inconvenience and the miscommunication that occurred.
  Once the vehicle was removed from our shop, we are no longer responsible for its condition or able to provide further assistance or partial refunds, as outlined in our standard policies. However, we remain committed to resolving this matter amicably and ensuring you receive all parts you provided during the restoration process.
  We value your business and the trust you placed in us to restore your truck. If there are any remaining items that belong to you, please let us know, and we will arrange for their return promptly.
  

  Customer Answer

  Date: 03/27/2025

   
  Complaint: ********
  
  I am rejecting this response because:

  In the beginning, I made the comment that I was pleased with the rate of progress being made. I never requested that work slow down, as we were wanting to get the project completed as soon as possible and the engine/transmission work was on hold until completion of the body work. That was assumed and never communicated to me as evidenced by MULTIPLE requests for updated pictures and communication with Trackster Garage/*** *****. I informed *** mid January that I needed the truck returned in time to replace the engine, transmission, among many other items. *** stated he could have the cab (with rolling frame) completed and ready for pick up by the end of January and could complete the remainder of the truck by the end of February. This would allow me time to have the engine and transmission replaced, however, both deadlines were missed yet again. *** informed me that 1 gallon of paint was purchased from ****************************************** in OKC. While visiting with ******* ******** on 3/27/25, I was informed that he had not made any purchase of blue paint between 6/2024 and 10/24 (when pictures of a pained ashtray and glovebox were sent to me), yet we were charged for "supplies that included paint." I believe it reasonable, to be refunded for the cost of the paint as there is no evidence of this purchase being made, per ******* ********. I am also requesting a receipt from ******* ********, not Trackster Garage, showing the cost of "purchased" paint.
  
  Sincerely,
  
  ***** ******