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Business Profile

Automotive Paint

TouchUpDirect

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Automotive Paint.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/02/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Nov 18, 2024 touchupdirect, llc ********** ca Misc +$38.29 Product returned = unopened = refused delivery to ***********

  • Initial Complaint

    Date:08/20/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Ordered per VIN of car. Wrong paint was sent. No match guarantee offered. Submitted paperwork, photos and answered their questions, not once but 4 times then they closed my request without sending the correct paint. Wasted money and time. No match guarantee is a fraud and the company should not be able to do that.

    Business Response

    Date: 08/21/2023

    Customer forwarded his request to us July 29, our agent asked him to accomplish the form by July 30.

    We are currently in communication with him about processing his color match guarantee claim

    Customer Answer

    Date: 08/22/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:03/24/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 placed an online order. The shipping was free; however, I requested expedited shipping. When I noticed that the seller mailed my item out three days after shipping via USPS First Class mail (the slowest available shipping), I asked them to refund my $5.95 expedited shipping costs. They said no and referred me back to their policies. I decided I did not want to do business with a dishonest company and asked to return the item once I received it. The same guy processed the paperwork to return the item without refunding me my expedited shipping and given their dishonesty I am anticipating that they will charge me for the shipping back also. Ultimately, I want a complete refund, including my extra money of $5.95 for expedited shipping that was not done.

    Business Response

    Date: 03/30/2023

    Hello,

    Thank you for contacting us.  I believe that in this situation we have a miscommunication and we were not clear on the expectations set forth to our customer.  I'll begin with a timeline of the order and shipping details:

    1. Order ******** was placed on at 1:09PM PST on 3/20/23.  This is past our same-day processing time.
    2. The order was processed on 3/21/23 and shipped on 3/22/23.
    3. The order was delivered vis USPS on 3/27/23.  See tracking details:  ************************************

    This entire process falls well within the expected delivery timeframe and promise on our website, as can be seen on the checkout page.  I think where the confusion comes in is that we do not offer "Expedited Shipping".  We only offer "Rush Processing".  Our normal processing time is 4 days from time of order as every order is made on demand.  Rush Processing shortens the time to 1 business day, which we did meet.  I apologize that our agent did not explain this better in our responses so that the understanding was more clear for the customer.

    As a good faith measure, I did process a refund for the Expedited Processing.  Sorry again for the confusion.  Thank you.


    Business Response

    Date: 04/05/2023

    We have updated our website during the checkout process based on the feedback from the customer.  The return will be processed in our normal operations.

    Customer Answer

    Date: 04/05/2023

     I am rejecting this response because:
    The company did refund me the $5.95, thank you. However, despite my asking them to cancel my order prior to shipment, they shipped it out. I then requested to return the item. Once it was returned to this company, they kept $13 of my money and returned the balance of $46.40. I would like my $13 which would be a full return.

  • Initial Complaint

    Date:01/21/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 decided I wanted to cancel my order. I sent 3 emails and left 4 messages. There was absolutely no response to any emails or phone calls. This product is on its way and I will refuse and return the package. I hope to be refunded.

    Business Response

    Date: 02/01/2023

    We have submitted a refund on order 57***411. The amount of the refund is $63.95.

    Thank you.

  • Initial Complaint

    Date:09/08/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 ordered paint to repair my personal vehicle. The paint I received was the wrong color and did not match the correct color codes that was sent to the business. I contacted the company and they requested that I recheck the color codes and to confirm if the color codes sent were correct. I sent the color codes again and confirmed that the codes were correct. They later replied to paint 3 coats of the color paint on a card 30 minutes between coats then spray 3 coats of the clear over the color paint again 30 minutes between coats. When completed to take a picture of the card and send a picture to them. I replied more than once that I could send them a picture (which would show a considerable difference in the Paint color) but they have failed to communicate further about the problem. It is obvious that they are being evasive and giving me the runaround with the ridiculous tasks. I request your assistance with this matter with receiving a full refund of $56.00. I will purchase the correct paint from another company.

    Business Response

    Date: 09/09/2022

    We have refunded the customer the order. 

    Customer Answer

    Date: 09/12/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID 179***89, and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:08/26/2022

    Type:Product Issues
    Status:
    Resolved
    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 July 9,2022 I purchased a car paint premium touch up kit from www.touchupdirect.com which was delivered on July 16,2022, the price is $76.50. Upon using on my car( front bumper) it gave me a different result than what was described, which caused me to need to take my car to a body shop to be painted. I was unable to either return the kit or receive a refund from the seller.

    Business Response

    Date: 09/12/2022

    Hello,

    We have submitted a full refund on 9/6 to customer. Thanks.

    Customer Answer

    Date: 09/12/2022

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID 17****27, and find that this resolution is satisfactory to me.

    Thank you 

    ******** **** 

  • Initial Complaint

    Date:08/11/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 August the 10th I finally received my order from touch up direct that the items was really used you can see that someone had used it basically I contacted them I haven't heard nothing back and reference to this used product that they sent me if they're not going to send me something brand new then they need to send me my money back. Because I paid a good amount of money for this and I did not pay that type of money for product it was damaged

    Business Response

    Date: 09/07/2022

    Hello ******,

    I received your letter by postal mail informing us this complaint is closed due to us not responding/answering this issue. I sent you an email on 8/18 stating the issue has been resolved directly with the customer. Please confirm. Thank you.

    Customer Answer

    Date: 09/08/2022

     I am rejecting this response because:
    The business tried to justify their actions of this thing half empty can of paint

  • Initial Complaint

    Date:07/25/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 made a purchase on July 21st, and paid for upgraded shipping to have it received by the 23rd Because I have to travel overseas on Monday and will not be at home to receive the order for 4 weeks. That's why I paid for Upgraded Shipping (Rush Production and Quickest Available Shipping. However, the company did not process my order until the 25th. Therefore I reached out to customer service both through email and phone call on the 25th morning to cancel the order, then after I talked to the customer service on the phone about the cancellation, the company suddenly created the shipping label for my order, which is way behind the supposed delivery date, and knowing I will be leaving the country soon. The company did a really bad business practice, as there is no way for me to receive the item and they shipped it anyway after my cancellation request. I need a refund! In the supporting Document, you will see the phone call to the customer service number 8556008160 for 33mintes 49seconds, the supposed delivery date on the order invoice of Upgraded Shipping (Rush Production and Quickest Available Shipping - Delivers On or About: Sat 23), and my complaint email to the company that indicates they have not shipped the item until the 25th.

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