ComplaintsforAlmost Everything Auto Body Repair & Paint

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of repair: 2/29/24 - 3/07/24 Total paid to business: $841.92 Work agreed to be performed: I requested that ****************** sand down my back bumper and repaint it.Disputes: I picked up the car and the quality of work was below standard. The corner of the bumper had chips that were not sanded down. There was paint on left back tail light. The paint line at the diffuser section was not straight or sanded down. I requested they redo the job since the quality was terrible. The business agreed to fix the issue. I came back and paid for the remaining amount but the quality was still no there. They fixed the chipped corners but the lines on the diffuser section was still rough and line are not straight.

  

  Business response

  03/14/2024

  We understand **************** complaints and we are sorry that he is disappointed. We reworked and re********************ed his bumper at no additional cost to try to resolve the issues. We also explained the limits of what we could do based on the work that ************ authorized and paid for. Basically, he chose and paid for lower-cost & lower-quality options but expects to receive higher-cost, higher-quality options that he has declined to pay for. We understand that sometimes customers forget the choices they make. Focus on cost can distract from the compromises required to achieve the reduced cost. So we try very hard to be transparent about these trade-offs and to clearly explain to customers what they should expect depending on the choices they make.
  To do this, our shop provides customers with large menu boards that show options for The Best Way and "Budget-Minded Compromises."See attached photo. At several steps in our process we ask customers to choose based on cost vs. quality. We explain the benefits and drawbacks to the choices. At the beginning of **************** estimate process he verbally told us that he was more interested in ************** than "Preserving Original Condition"--see attached Damage/Collision Repair Service Questionaire. We review our service menus with each customer--see attached photos. So next we verbally explained quality and cost trade-offs associated with "The Best Way" vs. "Budget-Minded Compromises" with *********** including the compromise to accept some ******************** on the edges of trim & gaskets, no ******************** under masked areas, hard edges from where tape is removed. We record customer choices on Work Orders and reiterate the consequences of any Budget-Minded choices in the "Notes" sections. Finally, we verbally review the order and notes with the customer one more time before having the customer sign the Work Order. At each step in this process, ************ chose lower quality "Budget-Minded Compromises." So on his order we wrote and verbally reviewed the following with him:
  "Color match on 3-stage pearl ******************** is difficult or impossible. Blend to adjacent panels required for better color match.
  "Estimate excludes trim removal or dis-assembly of parts such as windows,lights, chrome, gaskets. Parts that are not meant to be ********************ed the color of the car will be masked with paper and tape to minimize overspray and reduce cost. This means there can be slight scratches and visible overspray on parts and ******************** bridges or edges.
  "Even after vehicle is cleaned, some dirt will remain in panel gaps, under gaskets and trim parts. When ******************** is sprayed under pressure it will dislodge dirt from these areas that will float down into the ******************** to form dust specs. You must specify Wet Sand & Polish if you wish to have dust specs smoothed after ********************ing. We recommend against attempting to polish dust specs when vehicles have fewer than 4 coats of ********************."
  The issues ************ raised after work was complete tie back to these choices. ************ chose to leave the bumper on the vehicle, to mask around the lights and trim and he declined wet-sanding and polishing after ********************ing was completed. These are the lower-cost and lower-quality options. When ************ complained after the work was complete that he had not gotten the higher-quality process we again reviewed these choices with him. None-the-less, we reworked and re********************ed the bumper to clean up some minor imperfections at 2 edges and again recommended that he pay the additional cost to take the bumper off the car and wet sand & polish the ******************** to achieve better quality results. He again decline to pay for the higher quality process. So the overspray and hard edges on lights and trim that ************ is complaining about are the "visible overspray on parts and ******************** bridges or edges" that we said were going to be there with the lower-cost options.
  We are still happy to address issues that ************ wants to fix but he has not yet paid for them and would still need to pay if he wants to add them. We again recommend removing the bumper cover, performing wet sand & polish of the ******************** and, if ************ wants ******************** edges removed from the lights, we can quote restoration or replacement.
  
  

  Customer response

  03/15/2024

   
  Complaint: 21420274
  
  I am rejecting this response because: Your excuse for over spraying is unacceptable.  The fact that you can not accept responsibility for adding further damage to my car is ridiculous. Paying for a lower paint job does not mean you getting paint on my tail light or getting paint under ***** where the wheel is at.  I also noticed over spraying on that area as well.  Every time I look more and more at this paint job, I realized how much of an amateur company this is.  To get paid a service and to not accept responsibility for over spraying is a lack of quality of work assurance.  You continue to make excuses about the lines on the diffuser which is a lack of accountability on your part.  Excuses will eventually catch up to you as a company, you do not put your customer service as a priority since there is no accountability. 
  
  Sincerely,
  
  *********************

  

  Business response

  03/15/2024

  ****** and *****,
  I'm sorry that you are not satisfied.Our impression is that you are trying to pressure ** for free work and unfortunately, we do not respond to unethical pressure tactics.We tried 2 times to fix the problems created when you painted your bumper yourself. Before we started any work we offered you options of a higher quality job at a higher price or a lower quality job at a lower price. You chose the lower quality job and you signed that you would accept some overspray, tape lines and dust specs. in order to achieve the lower price. So we do not understand the multiple complaints across several review platforms.
  *****

  Customer response

  03/18/2024

   
  Complaint: 21420274
  
  I am rejecting this response because: Hey *****, you tried fixing the problem 2 times?  Please admit that the 1st time, the paint job was beyond unacceptable.  It looked like I did it myself that's what I would compare the quality of service the 1st time.  I brought the car to you to fix my mistakes because you're the professional.  What I ask of you now since I won't be getting any refunds is to be transparent with your customers while doing a walk through of the car when you're writing an estimate, let them know that those lines won't be sharp and there's going to be some over spray.  Like I said in my other post, you can over spray a car but does it hurt to wipe it off afterwards?  Paying for a budget deal does not mean a lack of fixing your mistakes.  You're implying that I'm trying to get money back from you but all I'm asking is that you should have delivered quality work. 

  
  Sincerely,
  
  *********************

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