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:06/26/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 left my car at Custom Auto Painting and Body Works in mid-January 2023 to have a door replaced, fix a very small damaged edge on the fender, and the front and rear bumper covers touched up or replaced. In February, I inquired as to the progress. I was told that the replacement door was six weeks back ordered, so I wrongly assumed they were working on the bumper covers and fender while waiting for the part.In late March I again inquired, and was told they'd painted the door interior and sent a photo, and said they should be done 'next week'. I asked how the bumper covers looked and got no reply.There began a weekly pattern of my asking the status, and being told 'next week'. By late April I got them to admit that they'd forgotten about the bumper covers, but they'd get it done. For the next two months, every week was 'next week'. By mid-June they said the door was done, and so I told them to forget the bumper covers, make sure the car is drivable, and I'll pick it up. We arranged a time, and when I arrived at that time with friends to help me drive it home, they were closed. We waited over an hour, so it was clear they were dodging us.On arrival we discovered that a large truck was parked in front of the car making removal impossible. The door was still unpainted, stickers on my rear window from various racetracks were gone, the door window was left partly open so rain was pouring in all over the interior of the door including the switches for adjusting the side mirrors, which no longer worked, the inside door opener button was hanging out by its wires, and the door puddle lights did not work. None of the other work (fender edge, bumper covers) had been touched, and battery ruined. Unbelievably, this after five months. After arranging with the ************************** for a civil assist, we returned the next morning unannounced with three deputy sheriffs who ordered that the truck be removed from in front of the car, and we left with the car.

  Business Response

  Date: 07/26/2023

  ****************** was informed by email sent to us then sent to him by Auto Nation Chevrolet that the door was on back order for approximately 6weeks . That doesn't mean we will see it in exactly 6 weeks . Dealer handling and shipping ECT. When the door arrived we were finishing up on a few other insurance repairs. We do not do start repairs until all parts from insurance companies estimates are in hand. It's not proper procedure to let a vehicle sit 1/2 repaired let it sit. Especially when painting is involved with repairs. As the existing repairs were completed we got back to ****************** vehicle.  As per ins. estimate we got the insides painted and mounted the door as industry standards. And sent pictures to ******************. As per ins. estimate the front and rear bumpers were to be removed and installed for paint work. No repairs. When the vehicle was brought in there was inquiries about extra damage to the front and rear bumpers not part of the insurance claim . I was to discuss it further with him. We never came to terms for the extra work he wanted done.After time time had passed waiting for parts and getting back to ****************** vehicle I had an oversite for the extra repairs. At that time I was told not to do anymore work to his car. There were some supplemental repairs to the door operating components.  Not uncommon to this type of damage. Electric components and sensors and relays can be damaged. The insurance companies require authorization for supplemental repairs before done. At this time we were told not to do anymore work on his vehicle. As far as picking up the vehicle ****************** sent me email stating he had no one to help get his car and he would" let me know when he was coming". I had a trip to ****** planned for parts run. Let him know . When back from parts run we got a bad part had no notice from ****************** that he had got help. I let him know I was going back to ******. We always block in speciality vehicles when not here for safety from theft and keep people from getting around them while gone. I have documentation. ****************** had paid up front . I refunded any monies back to ****************** for not done from insurance estimate. Thank you. *****.

  Customer Answer

  Date: 08/06/2023

  March 22 ******** announced by email that he had received the door.  No fewer than 12 times after that he said by email that he'd have the car done 'next week'.
  
  
  June 8 he finally admitted by email that he'd completely forgotten about  the bumper work, but would still have all the work done 'by the end of next week.'  I told him if the door is done, forget the bumpers and I'd pick up the car.  He said the door was done and I could pick the car up the middle of the next week.  I made the reasonable assumption that 'done' included painted. You know where this is going.  
  
  
  I  arrived with friends on June 12 at the agreed time on .  He was not there.  I discovered then that the car was sitting outside, unpainted, with the driver side window partly open and rain was pouring into the car, onto the seat, the carpet, and the electrical switches in the inside of the door.   The leather seat was wet and filthy.  The side view mirror is was inoperative, as were the puddle lights and door handle lights on both sides.  The brand new battery was destroyed, no doubt from leaving the car out all winter without a battery tender.  The underside of the seat has not yet been examined for rust and other damage.  Also, without prior notification ******** damaged and removed track stickers with no offer to replace them.  If this is such a specialty car as he states, why did he leave it out all winter exposed to the elements?
  
  
  Tomorrow Aug. 7 the car is going into a reputable shop for inspection and completion of the job.  You may be assured that the partial refund provided by ******** will not begin to cover the additional damage he inflicted, and remedy will be sought in court if some accommodation is not reached.
  
  
  These are civil matters.  ********** claims on ******** that he is certified by and awarded by organizations that have never heard of him is fraud, which is a criminal offense that I expect our district attorney would be interested in, as would those who issued his business license.
  
  
  Finally, these are not just my observations and experience with *****************  When my complaint was posted on Nextdoor.com, it was immediately flooded with many comments by others going back a decade who had been cheated by ******** and took him to court, and won.  

  Customer Answer

  Date: 08/06/2023

   
  Complaint: 20239129
  
  I am rejecting this response because:

  March 22 ******** announced by email that he had received the door.  No fewer than 12 times after that he said by email that he'd have the car done 'next week'.
  
  
  June 8 he finally admitted by email that he'd completely forgotten about  the bumper work, but would still have all the work done 'by the end of next week.'  I told him if the door is done, forget the bumpers and I'd pick up the car.  He said the door was done and I could pick the car up the middle of the next week.  I made the reasonable assumption that 'done' included painted. You know where this is going.  
  
  
  I  arrived with friends on June 12 at the agreed time on .  He was not there.  I discovered then that the car was sitting outside, unpainted, with the driver side window partly open and rain was pouring into the car, onto the seat, the carpet, and the electrical switches in the inside of the door.   The leather seat was wet and filthy.  The side view mirror is was inoperative, as were the puddle lights and door handle lights on both sides.  The brand new battery was destroyed, no doubt from leaving the car out all winter without a battery tender.  The underside of the seat has not yet been examined for rust and other damage.  Also, without prior notification ******** damaged and removed track stickers with no offer to replace them.  If this is such a specialty car as he states, why did he leave it out all winter exposed to the elements?
  
  
  Tomorrow Aug. 7 the car is going into a reputable shop for inspection and completion of the job.  You may be assured that the partial refund provided by ******** will not begin to cover the additional damage he inflicted, and remedy will be sought in court if some accommodation is not reached.
  
  
  These are civil matters.  ********** claims on ******** that he is certified by and awarded by organizations that have never heard of him is fraud, which is a criminal offense that I expect our district attorney would be interested in, as would those who issued his business license.
  
  
  Finally, these are not just my observations and experience with *****************  When my complaint was posted on Nextdoor.com, it was immediately flooded with many comments by others going back a decade who had been cheated by ******** and took him to court, and won.  
  
  Sincerely,
  
  *********************