Complaints

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• Initial Complaint

  Date:06/04/2024

  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.

  I had my pickup truck repaired at this facility and now the paint is coming off I had my tractor repaired there to a year later and the paint on it is cracking there work is supposed to be lifetime warranty body repair to vehicles so I confronted them about it and they said they weren’t worried about the paint on the tractor cracking I said well I am they said they were concerned though about the pickup truck paint cracking I said well should I leave it with you then to investigate why your workmanship failed they said yes I said I need a rental pickup then to use while you fix this pickup they said they could not provide me with a rental while they tried to fix there workmanship
  They told me when I brang my tractor in to fix it that it was going to be 800 to repair when I picked it up they said it was 1800 and now the paint is cracking

  

  Business Response

  Date: 06/24/2024

  Its been about  six months (approx) when Mr. ********* called me and I had to call him back. When he explained the problems he was having he was pretty upset. He started about the tractor paint falling off and I had a couple pictures he sent me; the paint on the tractor looked like it had burnt off to me so I explained to him that the cover we painted had exhaust running underneath it maybe the materiel/heatshield that is suppose protect it fell off , or the exhaust was rerouted, I don't know for sure without seeing it. I did explain that I was not to overly worried about that part until we see it, so that we are able to discern what happened due it looking burnt from the heat of the engine beneath it.  The orignal bid was approx $800, to repair and paint cover only not to remove cover and repair a big dent in gas tank as well. We did call him prior to moving forward withe repair on the tractor, with the increase in the estimate due to the extra work. The roof on the truck looks like a materiel failure so I suggested he bring the truck in let me have paint supplier run some test on the top to see if its a materiel failure. They can't determine through photos and if it is a material failure, they will usually they pay for the repairs and the materiel to repair and refinish the top and pay our labor too.  He stated he wanted a rental, I told him that would be hard to get reinbursed, probaly would not be able to do a rental, but I would surely ask if they assume responsabalty.  He has called an insurance company they told him he needed to bring in for inspection first we are not even sure what happened the longer he waits the worse it will get. It might be to late to figuire out  what happened at this point we do have a lifetime warranty on our workmanship the materiel comes from a jobber they warranty the paint, we do use sikkens brand top of line paint and clears and  they stand behind their product. We stand behind our work.  I am pretty sure this is my first complaint in 30 years .. I just read the complaint again and MR ********* was called before we moved forward with all the repairs on the tractor. He dropped tractor off approx 1st week of august, we rewrote bid and called him on approx 8/15 with the additionals the tractor cap was finished & picked up 08/29.  The repairs to his truck was paid for by a third party, that also happen to be one of our best customers. 

  Customer Answer

  Date: 06/27/2024

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

  Customer Answer

  Date: 06/27/2024

  I have pictures that i sent to them of the tractor and the pickup truck that show the cracks that occured, the tractor does not look like it was cracked from heat or exhaust and there is no heat exhaust around the tractor because it hasn't been used since he did the repair.  The insurance company of Mr F*****'s good customer who damaged my pickup sent a third party representive to inspect the failure of the workmanship on the pickup truck and he also looked at the tractor, he commented that the damages seem to be the same problem, the bondo being used under the paint is failing in each case he said.  The work on these two units was done a year apart so if the bondo is failing on both units then the product that Mr F***** is using then that suggests that the bondo not the paint like Mr F***** says is the failing product and it also suggests that he is using this bad product repeatedly and may have had other complaints about this issue but has not revealed it.  I then contacted my insurance company American Family Insurance who insures my truck and my local representitive did say that he has had some compliants from other individuals about University Collision with these type of similar problems. 
  The reason why i went to Mr F***** at University Collision in the first place to get my pickup truck repaired was because AM PM towing of Provo Utah had damaged my truck and they were responsible for repairing it.  The owner of AM PM towing didn't want me to use his company's insurance policy so he wanted me to get my truck repaired at Univeristy Collision and he would pay cash for it, he also assured me that this company named University Collision does impecable work.  So i said ok i will do what you say and go to where you want me to get this repair done.  I was provided a rental by them for the loss of my vehicle which i beleive AM PM towing paid for.   When the work was done it did look decent except that i did notice after i brang it home that the sunroof was showing light through it which it never did before.  A year later i brang my family's farm tractor over there because it got a dent in it and i thought that they had done an ok job on the truck so i brang the tractor over.  A year after that my wife pointed out that the paint was cracking and coming off  the top of the truck cab where the work had been done.  I contacted University Collision and got the secretary she told me to send her pictures, I did.  Then days later i had not heard from University Collision i got worried so i thought to myself i wonder if the tractor has this problem as well, so i went to go look.  The tractor had the same cracks going on but they were not as big yet and i took pictures of it and they probably were not as big because it had only been a year and the pickup was worked on the year before that so they were two years old and were a year ahead of the tractor.   Then i sent them the pictures of the tractor and the truck again and i called them, finaly Mr F*****'s secretary handed the phone to him so i could talk to him.  He told me he wasn't worried about the tractor and he said in his response that it wasn't to much of a worry because it may have been caused by heat.  Since the third party insurance appraiser came and looked at it he said it was from bad bondo, and also the pickpup truck was too.  Mr F***** did tell me he needed to look at the truck or take possesion of it so he could try to see what went wrong and repair it.  I told him i needed a rental truck to replace it while he had it since i didn't see it as my fault that his workmanship was coming apart and since i would be out my vehicle then he should take resposibility for that.  He said that he would not provide a rental vehicle for me.  Then i told him that maybe i would contact AM PM towing since they were the one that hired him to fix this truck and see if they would help me take care of this problem because after i thought about it why would i want Mr F***** to touch my truck again anyway and maybe he would screw it up because if it was just one vehicle with a workmanship problem or materials problem i should let him fix it and make it right, but if both units had the same problem a year apart that suggests a pattern of bad practice or that Mr F***** is consistently using bad products (bondo accoriding to third party insurance adjuster).  So i tried to contact the owner of AM PM towing to tell him about the problems i had with University Collision and because he had assured me that he would fix my truck and that this autobody shop he was sending me to was impecable.  I called them and got a lady who i guess was the manager over there and she said that i could not talk to the owner about this and she said she would not give me the owners phone number which i had previously misplaced.  She was extremly rude to me as well almost as if she knew that i was going to call her.  That has been about six months ago and the owner of AM PM towing has never reached out to me to ask me about the problems i was having about my truck that he promised he would repair which I'm sure he knows about this because after that i filed a claim on his commercial towing insurance which is still in process but they have been avoiding my calls lately as well they were working on it for a while and i was trying to get them to pay to have it fixed at a shop of my choice since i didn't trust going back to University Collision because of a track record of bad work.  The name of the insurance company that insures AM PM Towing Western National Insurance Group. They had me go and get a bid to fix the damaged work of University Collision which i believe University Collision said there work was worth around 3000 to fix the truck so i got a estimate to submit to Western National Insurance Group from Cascade Collision in Provo Utah which came by recomendation of my American Family Insurance agent.  The estimate came back at just over 10,0000.00  i asked them why so high, and they said that in order to lifetime warranty the work they would need quite a bit of work done to fix it.  I submitted that to Western National Insurance Group, and they were upset so they sent out an independant 3rd party appraiser who met with me to inspect the truck, he is the one that said that the bondo is bad, and then i showed him the tractor and he said it had the same problem it has nothing to do with heat he said Mr F***** is using bad bondo.  He submitted his results to Western National Insurance Group and i have tried to make contact with them but they will not respond i don't think they want to pay to fix Mr F*****'s mess.  So now my truck is probably in worse shape then when the owner of AM PM Towing told me to go to Universty Collision so i could get my truck fixed.  Also Mr F***** did not inform me nor do i have paperwork showing that the tractor was going to be more then around 800 and when i went to pick it up they said it was 1800 and i didn't complain i just paid it because i thought atleast they probably did a good job but the workmanship is no good and not worth 800 let alone 1800 what a scam.  I have pictures showing these cracks on the tractor and truck and i have the estimate as well as communication from Western National Insurance Group and Cascade Collision in Provo.  If the Better business bureau has a listing for AM PM Towing of Provo Utah and Western National Insurance Group i would also like to file a complaint against them because they are also scamming me by not fixing my truck and restoring it to what it should be because they damaged it, and Mr. F***** has now damaged it further as well.