ComplaintsforFulmer's Auto Body & Paint, Inc.

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this business due to a auto insurance claim for them to fix my car and they told me they were unable to fix it after taking my car apart(which I understand because its a liability issue if they did proceed) but when I got my car back and got home I looked at my car and realized there was more damage than when I dropped it off and my fenders and bumpers where barely on and ready to fall off I had contacted them about this and they agreed to look at the car but Im unable to bring my car to them due to my work hours so **** filmed said they would email me the pictures they took when I dropped my car off then I got an email stating they will not send me pictures of my car and for me to send them the damage pictures I responded saying I would like pictures of my car before I send them any I took personally and I gave them around 2 weeks to respond and they did not do so I proceeded to email them again saying I never received the photos and asked for them again and its been 2 weeks and I have not heard anything back and I either want a refund because I had to pay for the rebuild and for them to take it apart which was done incorrectly or for them to replace and fix the things done wrong and another shop said my airbag sensor was at risk of setting my airbag off due to not being put on right so a refund or for them to fix it would be amazing thank you .

  Business response

  10/19/2023

  On 09/15/23, ******************************* dropped off her 2009 Infiniti G37 Coupe for repair on claim# **********-1_A0327259 with ******** Insurance. While taking photo of the vehicle on the day of drop off, it was documented in the photos that more damage had occurred since 05/09/23 12:57 pm when *** wrote her original estimate. The vehicle was then torn down to assess for any supplemental damages pertaining to the claim. Once torn down, there was quite a bit of prior damage found not related to the claim that we were working on. There was damage to the radiator support, tie bar, right apron, right upper rail, impact bar and absorber. As well as someone went and used "wood screws" to reattach parts in various areas of the prior damage as well as s**** holes that were drilled into the right side fender as if someone was trying to pull a dent out. The fender liner to the front bumper were held on by "wood screws" and the bumper absorber was held on by tape to the impact bar. I contacted *************************** at ******** Insurance (see his email attachment included in my response) and sent him photos of what we discovered. *************************** looked into it and found that this vehicle had been wrecked and had a previous claim that was paid out but repair had never been done. We discussed that we could not do the repair unless the pre-existing damages were fixed also. I contacted the customer to let them know about the damage and that in order to do the repair for the ******** claim, she would need to have the old damage fixed. *************************** advised her of this as well and told her that if she did not have the vehicle repaired, she would be responsible for the tear down fees that the shop is *********** in order to tear down and reassemble the vehicle. ******* agreed to that so we put the vehicle back together in the same state that she dropped it off in. We told her that it would be ready on 09/22/23. She came by to pick up the insurance check that was made out to her from ******** and she went to deposit it into her account. She said that she could not pick up her car until Tuesday 09/26/23  once the check cleared her bank. Then on 09/26/23 she came by to pick up her vehicle. Later that evening at 4:55 pm, she left a message on our voice mail that her car had more damage than when she dropped off. I called her back on 09/27/23 when I got in at the office and told her to come by so that *** could look at the concern she had on her vehicle. She said that she was not able to come by so I emailed her on 9/27/23 at 11:36 am and said "since you are not able to come by, please send photos of the areas of concern". She responded back on 09/28/23 at 9:09 pm saying that she would like the photos that were taken when she dropped off her car on 09/15/23.

  In *******'s complaint to the BBB, she is being dishonest. She said that I emailed her saying that I would not send her pictures of her car. And then she goes on to say that she responded back that she would like pictures of her car before she would send pictures that she took personally of her damage that she is trying to claim. She proceeded to say that she emailed again which she did not (I included in my attachment's the email from me and her response) and that was the only email communication and then the two phone messages. She also states that she was told by another shop that her airbag sensor was at risk of setting her airbags off due to not being put on right. The airbag sensor was never removed, it actually sits behind the area of her prior damage where her bumper absorber was duct taped onto her impact bar.

  Therefore, a refund is not due to ******************************* and ******** Insurance is in agreement with us on that and to ******************************* knowledge, she has taken the insurance check from them and cashed it and has noted that there is no record that she has taken it elsewhere to be repaired (see ******************************* email attached).

   

  Respectfully,

  *********************

  ************************** & Paint, inc.

   

   

  Customer response

  10/19/2023

  I am rejecting this response because: there was damage caused by fulmers auto body shop during the time they had my vehicle and my vehicle was not put together the way it was when I dropped it off so I would like my refund
  

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