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:01/28/2025

  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 November 11th, 2024, Tricity AutoLabz (AKA ***** Elite Auto) in ********, WA promised to perform rock chip repair on front of vehicle, apply protective wrap on headlights, bumper and hood.This was promised to take 3-4 days.- Car was delivered morning of the 11th of November.- Was notified on the 14th that paint had not yet cured. Told was going to sand and polish and then apply film on the 15th so I could pick up on the 15th.- I did not hear from the business on the 15th so drove to the business - to my shock, most of the bumper was sanded and was notified only then that the business had a difficult time matching the paint. I was also only notified then that he was going to take to a collision company and have the bumper painted. As this is a classic car and had never had any work done, I was extremely upset. I reluctantly agreed to have the bumper painted but told the business not to do any other work as now I have lost confidence in the final product.- was told it would be completed by that Friday the 15th. - I then heard nothing so contacted the company again and was told I would receive "no later" than Sunday the 17th of November. - again, I re-iterated that the paint was to be completed but I would complete the work somewhere else.- On Monday the 18th, I received a text that the business was in meetings all day and that I would not receive the car until Saturday the 23rd from being painted.- On Saturday the 23rd, I asked when the car would be ready. At this time, I was informed that the business, against my request, had applied film to the hood and because of the lack of skill from the business, they had pealed the paint off of the hood. I was told at this time that the keys were under the car and have the work done somewhere else. No where does the business offer to make right in the text. This business never once initiated communication. I tried to work with company but difficult. The bumper, hood and lights are damaged by business.

  Business Response

  Date: 01/30/2025

  Mr. ***** came to my pace of business to get a quote to have paint protection film installed on his 2004 ***** LS430. He also wanted me to do some paint touch *** because there was damage to the front end of the vehicle. I sent over an estimate for Mr. ***** to go over and approve. Mr. ***** never approved the estimate nor did he pay the required deposit in order to book the job. Mr. ***** dropped off his vehicle and I began working with on the vehicle. After obtaining the paint code from a ***** dealer, I went to a reputable paint store to purchase the paint to fix the damage to the hood and bumper of the vehicle. After attempting to fix the paint, I noticed that the paint didn't match. I reverified with ***** and the paint store that I indeed received the correct paint. I informed Mr. ***** that I would take the car to a painter and have the front part of the hood, and the bumper repainted. Immediately upon dropping the vehicle off at the painter's shop he told me that the vehicle had been repainted in the past. He was able to tell this because of the different shade of silver and he showed me the "blend Line". A blend line is where painters paint portions of the vehicle and blend it into the original paint and attempt to hind the line. I told the painter to just fix what he could. After receiving the vehicle back I began installing the paint protection film. After while installing the film, the paint began to lift where the blend line was. I immediately stopped and informed Mr. ***** that the entire hood needs to be repainted before paint protection film can be installed. I informed Mr. ***** that since I failed to ask the appropriate questions  about if the vehicle had been repainted, that I would cover the cost of having the hood and bumper repainted. After a month or so I get text messages threatening messages from Mr. ***** saying that he spoke to the BBB, L and I, and an attorney saying that he is going to make sure that I never do business in **************** ever again. I  again told him that I will pay to have the vehicle. He said that he already got a quote from a local shop. I said no, I will not use that shop because I have a shop that I work with. He replied that this shop, Riverside Collision, isn't a reputable shop. I have attempted several times to rectify the situation but I have been met with resistance because Mr. ***** has made it know that he cares more about ruining my reputation than having his vehicle fixed by a reputable shop. I have also filed an insurance claim to have this corrected. This complaint is made with malicious intent.  Mr. ******* vehicle will be fixed. 

  Customer Answer

  Date: 02/01/2025

   
  Complaint: 22869344
  
  I am rejecting this response because many of the statement are incorrect and he still has not committed to address all of his damage. I will address each one then outline next steps.
  - Mr. *** **** says in his response: "I sent over an estimate for Mr. ***** to go over and approve." Mr. **** provided an estimate while in the office and said he would send via email.  I informed Mr. **** via text I never received and asked if the estimate was still the same.  He said "yes", so I dropped off the vehicle. He texted "great".   Never once was I told about a required deposit to book the job.
  - Mr. **** says there was a blend line.  The previous owner and myself both attest that no know paint work has been done to the vehicle.  It has a clean Carfax.  Additionally, Mr. **** mentions the film removing paint where he says there is a line.  He also removed paint in the areas where he performed repairs.  There are also knife marks to the metal, sanding marks on the hood and bumper, places tape was painted over then removed leaving the original paint that did not match, overspray on the rubber, lights and signals and chunks of film left on the hood, bumper and lights. 
  - Mr. **** states that: I immediately stopped and informed Mr. ***** that the entire hood needs to be repainted before paint protection film can be installed.  He never once said this to me.  Additionally, I texted him to only paint the bumper then I would pick up the car as it appeared he was over his skis on this job.  He requested to apply the film and I said no.  I will pick up the car.  He applied anyways with the result.
  - Mr. **** states that: I informed Mr. ***** that since I failed to ask the appropriate questions about if the vehicle had been repainted, that I would cover the cost of having the hood and bumper repainted.What actually happened was Mr. **** texted me this only after I requested the status which occurred during the incident he mentions the person he had paint (who caused the overspray and bad paint job) would have until the 23rd of November.  What occurred after was ******* got the car back and without my permission applied the film.  After causing all the damage, then left me a text:After installing the ppf on the hood I noticed the paint started to peel off due the tension of the film.  Either it is due to the age of the paint or it was repainted in the past.  Mr. **** then further said: Im going to have you pick up the car where you can have the work done somewhere else.  He never says in his text that he would make it right or pay to have fixed.  Additionally,he clearly did not realize that with his damage, that this car would no longer have a clean Carfax which devalues the car. 
  - Mr. **** states: After a month or so I get text messages threatening messages from Mr. ***** saying that he spoke to the BBB, L and I,and an attorney saying that he is going to make sure that I never do business in **************** ever again.  Interesting that Mr. **** felt perfectly comfortable saying to me in response to posting complaints on sites: Ive already filed an insurance claim.  So if you do so, you will be sued for defamation.  Yet he is allowed state lies about what I said.  I never said I would prevent him from doing business in ***  In fact, I have worked hard for two months to keep this out of courts.  Again, he never committed to fix or make right after the damage he caused.  So, we had to see if he had insurance.  He did not share any information.   L&I and **** of Revenue did not show insurance for him.  ************ said they could not cover me to have repaired thru my insurance, so I was left with having legal and investigators see what they could find.  Mr. **** did not inform me of insurance or a claim until after I filed the BBB report.  Initially, when his insurance was contacted, they could not find his claim.  We and his insurance also were not yet confident he was covered.
  - Mr. **** says I have attempted several times to rectify the situation but I have been met with resistance What actually happened is he only responds after I have the threat with legal action.  He also initially refused to allow an estimate with the Riverside Collision he mentions.  Then he relents and says I can take there.  ************* will not agree to is in the State of **********, it is the law that the damaged party can go to the repair shop of their choosing to have repairs done.   Mr. **** has refused this and also refused to pay for all the damages if sent somewhere else. 

  
  As next steps, with the help of my adjuster, we were able to get Mr. Hills insurance to contact us.  ****************** has informed us that this is a open and shut case and as such should progress quickly.  So, until we receive the ok that all Mr. Hills damage is covered by his insurance and will be repaired by the shop of my choosing, this case is still open.  Hopefully this will begin to resolve by next week. 
   
  Sincerely,
  
  *** *****