ComplaintsforLine-x of Kentucky

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my 911 Turbo to Line-x for a clear bra install in late December 2023. They did a really poor job and when I pointed out the problems they refused to fix them, said it must have been something I did to the car. 5.10.24 No call from ****** to this point so I call Line-X and got ******* ****** says he will have ****** call me today. 5.13.24 Still no return call from anyone so I called again, was told neither ****** or ****** were not available so I left a message to have one of them call me. 5.14.24 Andrew calls me and explains that the Ceramic-Pro rep doesn’t know what to make of this, he has never seen anything like it and started asking me questions about how I had stored the car, what I had used to wipe down the car, etc. He offered resolution or solution other than the $400 material cost offer from before. I then shared with him that I had taken the car to two other Ceramic-Pro installers to get their opinion of the work. In less than a minute they were both able to identify the problem with the distortions and the spots. They were also able to identify problems with the film coming up at the edge of the panels where they said it had not been properly stretched. They also attributed the distortions and spots to “poor workmanship”. I asked them for a price to re-do the hood film. Then I told him that I was quoted less than $300 to have the material on the hood removed and replaced. That was material and labor total cost. ****** was very surprised to hear what I had found and then started to back peddle on the $400 being the cost of the material and that was just a rough guess, etc.,etc. I asked ****** to talk to the owner, who evidently doesn’t talk directly to his customers, tell him I wanted a refund, and to get back to me with an answer. Today is 5.29.24 and I am still waiting for a return call but not optimistic about that happening. I am asking for a $953 refund which is what is will cost to have the hood and fenders redone.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired this company to Linex portions of my vehicle as well as install after market products. I was given a two-week quote for the time it would take. I did not receive my vehicle back for almost eight weeks (they had it 6/16-8/9). I had multiple points of contact throughout the process with the manager, **** ********* At one point, the vehicle was supposed to be ready for pick up, but when I inspected it, there were multiple errors and incomplete tasks. After I finally picked up the vehicle and was able to inspect it at home, there were many issues including incomplete Linexing of portions of the vehicle that they were supposed to Linex, they cut portions of my vehicle that I did not agree to, and Linexed my bumpers which I did not approve. When I attempted to resolve this with the business, ***, the business investor, threatened to assault me (I have audio recording of this). There was no resolution, and they threatened to sue me if I did not pay in full ($1378), which I did.

  Business response

  11/04/2021

  Business Response /* (1000, 18, 2021/10/20) */ When it came to the accessories Mr. ******* provided, it became obvious why we do not recommend or use ********** or ************* products. I will take full responsibility for failing to do research on the provided accessories. The items were poorly fabricated and did not fit properly (We quickly learned from reviews and blogs that this was not an uncommon issue). In addition, Mr. ******* provided two separate company's parts that were not compatible with one another. I learned that from talking with wi On Tuesday, July 24, I showed Mr. ******* the issues with fitment and installation and said he "needed to make a decision". I learned from talking with each respective company's technical support department the parts were incompatible. Therefore, with Mr.*******'s knowledge, we proceeded. Any modifications were known by Mr ******* and nothing was cut off of his vehicle. Despite the extra work that was needed (including addressing major rust issues on the body) Mr. ******* stated he wouldn't pay anymore than what was quoted. We proceeded nonetheless. Besides 3 drips on a silver fender strip that we said we would take care of (Mr. ******* refused), all Line-X was completed by a certified Line-X sprayer who has been spraying for 14 years. He explained the process and procedure to Mr. ******* the process in a clear and concise manner. On Thursday, Aug 5, Mr ******* spent 1.75 hours inspecting his **** in the alley between our buildings. He provided a list of things that needed attention. 2 plugs not connected, 2 nuts missing, 2 bolts missing, a missing floor plug, a fitment issue with the cowl and a few other items. A list of items he felt needed attention was provided and taken care of before he finally picked up the vehicle Friday, Aug 6. There was no mention of Line-X, except to commend the job on the interior. The bumpers on Mr *******'s vehicle were in terrible condition (as the majority of older **** bumpers are). I made the decision to spray them to match everything else on the vehicle. When he saw them on July 27 he said we didn't need to do that because he was getting new 'bumpers". I said I had the same OEM that I could put on if he wanted. He refused that offer. I also made the offer 2 more times. I was not here when Mr. ******* picked up his ****. I found out later that he had not paid his bill, but went and took his **** from the back of our building without talking to anyone so I contacted him. He finally paid the bill August 25, 2021, after spending weeks trying to get him to pay. Despite all the extra work we had to do to complete the job, Mr. ******* was not charged anything additional. Therefore, he received $3200 worth of work for $1300. No further resolution was needed and we decided not to pursue additional labor charges, even though we had every right to do so. I regret the time it took, but the task was nothing like the initial discussion had. The exchange that took place on August 25 was futile to say the least. Mr. ******* was hearing nothing that was being explained and would not acknowledge me (**** ********* at all. I felt it was necessary to record the conversation that day and have Mr *******'s verbal assault towards Mr. ********** recorded (He called him a "***************" while he lunged at him.) Not only did Mr ******* take his **** sneakily without anyone's knowledge or paying, he deliberately kept the phone of a laborer who accidentally dropped his phone in the ****. This isolated him and kept him from being able to receive messages regarding work and calls from family and friends for 2 1/2 weeks. We have recordings of each conversation with the customer, due to his shady nature when discussing the work of his vehicle. This disagreement is regretful, however our company as a whole went above and beyond what could be expected to make sure the client was satisfied. It is very clear the customer was looking to shake us down, but after him sneakily taking his **** after work was completed, not paying his bill, and knowingly keeping an employees phone for weeks, we decided as a management team we would not attempt to accommodate the customer anymore. Consumer Response /* (3000, 20, 2021/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the business did not have the knowledge or capabilities to properly install the parts, they should have notified me and I would have understood and taken it elsewhere or chosen alternative parts. The ORF rock rails were cut by Line-X and I photos to prove this. I was notified that the parts were incompatible after they had started the install (this occurred on July 27, 2021, and I have a video of this) therefore it was too late to do anything. As the work was running many weeks past the quoted completion date, Mr. ******** stated he was not going to charge me for this. I have since taken my **** to two separate Line-X franchises in Kentucky to get their opinion on the Line-X. Both have told me the spray was done incorrectly and was not up to the quality that is expected from Line-X. Both will be providing me with quotes to fix this. Per them, the Line-X done by Line-X of KY was done improperly and they will need to sand down what was applied so that they can correct it. I spoke with the regional manager for Line-X who said that each franchise should stand behind their work and if there are quality issues or the customer is dissatisfied, they expect the franchise to fix it. This never occurred. Regarding August 5, the purpose of this visit was to inspect the accessory work. Mr. ******** is correct in that that I provided him with an extensive list of things that needed to be corrected. I did not focus on the Line-X at that time. Mr. ********'s account regarding my bumpers is correct. I did not want the bumpers he offered, nor did I want him to spray my bumpers, however this was done without my approval. Mr. ******** texted me notifying me that my **** was ready. I went to the shop, was handed the keys by an employee behind the counter, and told I was good to go. I did not take the **** from behind the building without anyone knowing as I did not have the keys until the Line-X employee gave them to me and told me there was nothing further they needed from me. I have the entire exchange on video from August 25. I did not lunge at him. Yes, I called him a ******* *******. This was after my concerns were repeated invalidated and he was disrespectful to my wife (she attempted to speak during the conversation, and he told her to be quiet.) Mr. ********** then threatened physical assault, and Mr. ******** stepped in front of him. Please let me know how to upload the video and I will be happy to do so. Regarding the cell phone, I actually contacted Mr. ******** about the cell phone as soon as I found it to ask him if anyone had lost it. I did not keep the phone out of malice. I live in a different county, and I could not make a separate trip just to deliver the phone. I wanted to bring the phone when I was able to speak with the owner in person (I called multiple times to try to make an appointment to meet with him as I felt that given the many issues I was having, this was an appropriate escalation up the chain of command) so that I only had to make one trip. I would have happily met the employee or other representative for Line-X close to my home or mailed it to the shop if postage would have been covered, but this was never offered. Again, this shop is in a different county and the lost cell phone being left in my vehicle was not my fault, so the effort to retrieve the phone should have been on the shop, not me. I am not trying to "shake down" anyone. I never received a bill when I picked up my vehicle or receive one in the mail. When Mr. ******** called me about the bill and left me a message, I called him back the same day and met him at the shop. I attempted to explain my concerns and frustrations and despite the management team not making any effort to resolve the issues, I paid the bill in full that day. No shake down occurred. The investor, Mr. **********, threatened physical violence and that was enough for me to pay for the poorly done work and leave as I was concerned for the safety of my wife and myself. Again, I have two separate, independent Line-X shops who have evaluated the work and told me that it was not done correctly. I have all the text messages with Mr. ********, videos of the vehicle during our meetings regarding the work, as well as the above of the final interaction. Please let me know if I can upload or attach these to help further clarify things.

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