ComplaintsforPaintworx Collision Center

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I originally brought my 2016 *** ****** to Paintworx on 12/2021. I brought the vehicle to Paintworx after my truck was backed into while getting some maintenance work done. When I brought the vehicle to Paintworx, there was damage to the rear panel, rear bumper, and tailgate. Since Paintworx worked on my vehicle in 12/2021, there has been an issue on the alignment of the plastic on the bumper, alignment of quarter panel, paint blemish and chips. Within a couple months of the work performed, the paint started to peel on the passenger side section of the rear bumper. After multiple calls and emails, in 8/2022 was able to bring the truck back to address all the issues outstanding from 12/2021 and peeling paint. On 1/2/2023, I notified Paintworx the paint was peeling on the same section of the bumper for a second time. I left multiple messages and continued to receive communication that they weren’t willing to fix the paint again. During this time, I informed Jamie that the Paintworx website states they warranty their work and offer a loaner vehicle. I informed Jamie that if they weren’t willing to honor this, that I would be in contact with my attorney. On 3/10/ 2023, I received a call from Jaime stating the David, owner, was willing to do the needed work but no loaner would be provided. Appointment made to be dropped off on 4/11/2023. On 4/13/2023, I went to Paintworx to pick up my truck and upon inspection, I had concerns and addressed them with Jaime and their mechanic. Concerns included the plastic on bumper was misaligned worse than when I dropped it off, a new paint blemish and that a few screws weren’t fully secured. After pointing these items out, Jaime left to get David. David came out and demanded that I leave the property as they weren’t addressing these issues anymore and threatened to call the cops if I didn’t leave the property. As a customer that has brought several vehicles to them, I will not be returning, and these issues are unresolved.

  Business response

  07/06/2023

  As you can see by the photos the customer's concerns were addressed at no charge to him for the 3rd time.  His concerns were that the bumper was out of alignment and there was a paint chip. He was still not satisfied with the repairs completed.  This is a 2016 and paint chips will occur with everyday travel.  The original repairs were completed on 12/21/2021.   Paintworx does not feel that we are responsible to pay for another shop to again repair this.  

  Customer response

  07/10/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Based upon Paintworx BBB response, it appears that they didn’t address the concerns I had when I picked up on 4/13/2023.  The concerns were that the plastic on bumper was misaligned worse than when I dropped it off, new paint blemish and that a few screws weren’t fully secured.  I’ve spoken with people in the industry, which said that the alignment of the plastic on the bumper isn’t within industry standards.  The gaps between the plastic pieces and the metal of the bumper shouldn’t be that significant.  As for the paint blemish, within photo 25 provided by Paintworx, you’ll see paint blemishes that were not present before.  I’ve gone ahead and resubmitted this photo with the blemishes circled.  Paintworx supposedly replaced the entire rear bumper and painted it in 12/2021.  Since the bumper was replaced, it went back to Paintworx in 8/2022 as a section of the bumper was peeling due to the paint not properly adhering to the bumper.  Then less than four months after it be painted for the second time, the same section started to peel again.  At which Paintworx did paint it for the third time.  But the point that the vehicle is a 2016 and paint chips occur in everyday travel is felt to be irrelevant in this situation as the previous bumper that was on the vehicle for more than five years didn’t experience this issue.  However, the current issue isn’t about the paint not properly bonding to the metal but more the issue that there’s new blemishes that weren’t present prior to drop off in 4/2023.  As for the unsecured screws, wouldn’t one check to make sure everything is properly secured before providing the product back to a customer.  It’s clear in the pictures previously submitted and that Paintworx’s employees, Jaime and a mechanic, saw that they weren’t fully secured upon pick up.  But with David threatened to call the cops if I didn’t leave the property, David didn’t give his own mechanic the opportunity secure the screws.Ultimately, I would still like to have the issues resolved but by a reputable body shop.  Don't feel comfortable bringing my vehicle back to Paintworx as the owner threatened to call the police on me for addressing my concerns with their workmanship. 

  Regards,
  ******** **********

• Initial Complaint

  07/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Please refer to attachments for full description of the problem. It was too long for this provided writing area.

*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. ↩