ComplaintsforHarold's Auto Body and Paint

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Jeep entered this shop August 26th for repairs, some repairs had to be sublet to another shop. Communication was subpar throughout and when I expressed displeasure with the timeline for repairs, *** got an attitude and spoke unprofessionally. My husband is a technician so I decided that I would rather pick up my vehicle and the parts needed for repair and *** told me he would do the necessary paperwork, without warning me that the shop would not release the parts they had already received and billed the insurance company for. When my husband spoke with the shop he was told that the paperwork had already been filed and that the parts would not be released to us with our vehicle. I am still waiting for a production manager to call me with a resolution.

  Business response

  10/12/2021

   

  From: ************************* <*************************>
  Sent: Thursday, October 7, 2021 4:43 PM
  To: Info <*****************>
  Subject: RE: BBB Response: ID#********
  Importance: High

   

  Please reply so I have confirmation of receipt of this email.

   

   

  On September 27, 2021 we received a letter from you dated September 17, 2021 regarding **** ************ complaint.

  We then received a second letter from you on October 4, 2021 dated September 28, 2021, stating that this was your FINAL NOTICE.

   

  I have just now had a moment to address this in the form of response.

   

  Let’s look at the timeline of events to see if it helps shed some light over things.  I will use “customer” in place of **** ************ name as a courtesy to protect her identity.  In the same token, we would appreciate that if you publicize this, you also refrain from using any names from our company.

   

  8/23/21-  Customer’s vehicle arrived to our shop via tow.  Vehicle was unscheduled – which means it had to be scheduled in behind any jobs currently in our shop.  The vehicle was also undriveable.    Customer was notified that the vehicle had arrived via tow.

   

  8/25/21-  Customer’s vehicle was sent to a mechanic’s shop, who at that time diagnosed suspension damage.   They ordered parts.  Unfortunately,  delivery of parts is slower than usual due to our current world situation.  Once the parts arrived, the mechanic replaced the parts and performed an alignment. 

                     The customer was called and a voicemail was left regarding the Estimate at mechanic’s, and that it would be back in a few days.

   

  9/07/21- Vehicle ***e back from the mechanic, we did a quality test drive on it and found that we were not satisfied with the outcome.  Took the vehicle back to the mechanic for further examination.   They diagnosed additional suspension damage, ordered more parts, and when parts arrived performed another alignment.   Spoke to the customer and updated on the current situation.

   

  9/15/21- Vehicle once again ***e back from the mechanic.  At that time, it was put on the schedule to receive repairs at our shop. 

          4:48 pm a voice message was left on Mrs. Customer’s phone updating her on the status of the vehicle, 6^th in line behind current customers.    Mrs. Customer then called to express her dissatisfaction with the timeframe.  She informed us that she wanted to pick the vehicle up and that her husband would perform the repairs needed.   She was told that the insurance company would be billed by end of day tomorrow for the work we had done and once we had confirmation of payment we would release the vehicle to her.  Keep in mind, this is the first day we have had the vehicle in our shop and able to get it on the schedule.   To be clear, it was not *** with whom she spoke with when she was expressing her dissatisfaction.  It is not normal or even an acceptable practice here for our employees to be rude.   Mrs. Customer expressed her displeasure, was unaccepting and impatient of situations beyond our control.  The time it took for the mechanic to do their work was not anything anyone could have changed.  Parts had to be ordered.  Delays in receiving parts are currently part of our normal and beyond our control.  We are not thrilled about the current situation of parts manufacturing or delivery times any more so than the customer is, but the best we can do is be patient and work within these parameters. 

   

  9/16/2021- 10:25am, Mr. Customer called us to see if we could put his vehicle back on the schedule for repairs.  He said it would not be possible for him to repair the vehicle as his wife had stated.  He stated he was aware of the timeframe and understood.   

                       1:00pm, a representative from the insurance company called us to discuss Mrs. Customer’s complaint about us to them.    We discussed the situation with them at that time. 

                       1:26pm, the owner of the company called Mr. Customer and left a voice message.

                       1:35pm, Mr. Customer left a message on the owners cell phone that he is fine and wants us to repair vehicle.

   

   

  9/17/2021- In an effort to resolve this situation, the owner of the company scheduled two technicians to work overtime over the weekend to specifically repair Customer’s vehicle, putting this vehicle ahead of all other previously scheduled vehicles and completing the repairs in record time.

   

  9/20/21-  10:15am, The owner of the company text Mr. Customer a picture of vehicle and requested he call for an update. 

                    10:26am, Mr. Customer called and repairs were reviewed.

                    3:33pm,  we test drove the vehicle and scanned system.  No active codes were shown.  Vehicle was cleaned and prepped for pickup.

   

  9/21/21- customer picked up vehicle

   

  9/27/21- received letter from BBB about Mrs. Customer’s complaint.

                    5:21pm, the owner of the company made a follow up call to Mr. Customer.  Mr. Customer said he was very happy with the result.

   

  We are a well known and highly recommended shop with outstanding customer service.  We take pride in the work we do along with making sure our customers are satisfied.  We stand by our work and our employees truly do work extremely hard to maintain this reputation we have built over the past 37 years.  The owner of the company acknowledges further communication with updates while the vehicle was at the mechanics may have been reassuring to the customer.   Although communication could have been better, the timeline of events would not have changed as we are not in control of what happens at the mechanics or when parts are received.  Please note that we are spending a great deal of time hunting down parts and communicating with customers who are experiencing many of these same delays.  Our employees are truly doing the best they can under these circumstances.   We are certain this is true for the mechanic’s as well.

   

  Sincerely,

   

   

  Harold’s Auto Paint & Body Shop

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

  Rincon GA  31326

   

  O (**** ********  F (**** ********

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

   

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