ComplaintsforJ & B Body Works

• Initial Complaint

  04/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had my vehicle stolen in January 17th 2022. When it was recovered I had drove it to ******** works for a estimate on the damages. I dropped the vehicle off on March 21, 2022. After they estimated the damages I wanted to take the vehicle to *** of mount Kisco. The shop is holding my vehicle hostage unless I give them 33% of the claim. They claim they worked hard on the claim and need $5,196 to release the vehicle. Wont give me a detailed receipt.

  Business response

  04/18/2022

  Attached: designated representative authorization and authorization to repair, both signed by customer and authorizing 33% negotiation fee.
  Attached: State Farm estimate provided by insurance company to their insured for negotiate repair amount.
  Attached: credit card authorization forms signed by customer.
  
  Vehicle was brought to J&B by customer for repairs. 
  See signed and attached designated representative authorization form for J&B to negotiate repair with State Farm as requested by customer.
  See signed and attached authorization repair form for J&B to repair vehicle as requested by customer.
  Repair negotiated by ************ Works is supplement #4, totals listed on page 15 of insurance estimate, $15,588.88.  J&B blueprinted repair and created parts order for repair.
  Customer requested to remove vehicle as is, unrepaired.  J&B calculate 33% of supplement 4, $5144.33. 
  
  33% fee reduced by J&B to $4680.00 for customer. 
  Verbally it was discussed with customer the 33% charge could be applied toward this repair if he wished to remove vehicle as is.  Customer stated he would return with vehicle for this repair, and requested the amount be applied toward the parts order for vehicle at that time.  J&B agreed.
  Customer authorize charge of $4680.00 to credit card 4/16/22.
  Vehicle released to customer after charge was paid.

  Customer response

  04/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   Thank you for the response. The estimate inspection should not have been concluded without the motor and transmission being fully inspected as it could be deemed a total loss. The inspection estimate also should not have been complete without insurance being able to examine the vehicle prior to release. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Customer response

  04/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   I have been a trusted customer of J&B auto in the past so I trusted their judgement from initially bringing the vehicle there. I was never verbally instructed about having the pay 33% if I did not get the car repaired there, when I was asked to review the paperwork I was told the forms were a release for them to contact insurance and I did not have ample time to review the documents. As I paid J&B auto the 33% as stated I was under the impression the estimate was complete. This was not properly communicated to me by the staff at J&B. Insurance has yet to value the car in which case if they deem it as a total loss (after inspecting the motor and transmission as J&B auto did not as they did not have the equipment for the full inspection). Even though they did not examine the motor and transmission thoroughly they claimed both the motor and transmission were fine. The vehicle is currently at *** of *********** awaiting a full inspection and is likely to be considered a total loss. I am requesting J&B refund me the funds I paid to them if insurance deems the car as a total loss 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business response

  05/02/2022

  We appreciate the trust our customers place in us to repair their vehicles.

  
  The authorization we request all our customer to sign and review,clearly states A 33% negotiation fee of total claim amount will be charged for a vehicle when the claim is negotiated and the car is not repaired at this facility.  The document is presented to all insurance related repair customers, review prior to signature is requested.  This signed form is required to proceed in scheduling an appointment for an insurance claim.  Customers have asked questions regarding this as they review for signature,and we are more than happy to answer any questions or concerns raised by a customer.  We do not place a time constraint on this form being signed.

  Customer signed this agreement.  Customer asked for review of the 33%clause, and we did verbal review his concern. Verbally it was discussed with customer there is a 33% negotiation fee of the total claim amount charged for a vehicle when the claim is negotiated and the car is not repaired at J&B.

  
  After the claim was negotiated with the insurance company, the estimate was written by the insurance company.  ********************* did not deem the vehicle a total loss at that time.

  
  During the negotiation we performed an in-house inspection and scan of the vehicles computer and crank hub, which showed no issues at that time.  Both of these were concerns raised by the customer. Due to the customers concerns with the motor and transmission we offered to transport and have the car diagnosed, both at our expense to not inconvenience the customer, for any further mechanical problems.  If there were further mechanical issues that were raised, a supplement by the insurance company would have been warranted.  As these are estimates, J&B did not conclude nor complete an estimate.  An estimate can be supplemented.

  
  The fee is clearly stated and was reviewed, at the customers request, as a charge that results from removing a vehicle following an inspection.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A car I own bottomed out and hit rocks on a dirt road. Paint on both sides scratched by tree branches.I filed a claim with my insurer and dropped off my car to J & B Body Works (J&B) on 2/1, was given an verbal quote of $8,000 and 3.5 weeks. During the process, I barely received any communication from J&B. On 2/17, I received a $19,844 supplement. I call and asked if J&B found any hidden damage but the question was not directly answered.I picked up my car on 3/11 and instantly found unrepaired scratches all over the car. I also found welding marks on the undercarriage that was never mentioned in the supplement or communication. I was not given the invoice. The next business day, I came and discussed the issue. I requested an invoice. The owner did not have and created one for me. Later, I reviewed the invoice and found many differences with the supplement. For example, repair to the floor pan (line84), replacement of quarter glass on both sides (line100&104). I did not instruct J&B to repair these parts. I did not receive any communication regarding damage to those areas before they were repaired/replaced. Therefore, I believe J&B made unauthorized repair to the car. Additionally, the unauthorized repair has resulted in highly distinguishable welding marks on the undercarriage, diminishing the value of the car.The owner offered to correct paint issues in two weeks. However, based on above experiences, I am not confident in J&B anymore. The owner also stopped replying me when I asked for more detailed explanation.I want detailed explanation of all items in the invoice, and refund to cover: 1. Costs to correct the paint in another shop 2. Unauthorized repairs 3. Diminished value of the vehicle caused by welding marks on the undercarriage

  Customer response

  03/31/2022

  At this time, I have been contacted directly by ************** Works regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  The owner has contacted me and agreed to refund $5,000 on paint issues but rejected other refund requests.

  
  I have cancelled refund requests on undercarriage repair. However, I still request refund on parts in quarter glass replacements (line ***************) because: 1. The shop has failed to inform me before replacing 2. They were not on the supplement 3. Online videos show quarter glass can be removed and reinstalled without damage 4. The owner did not provide repair manuals from the manufacturer that support this.
  
  
  The amount for parts was $790+tax so the total will be $5,856. The owner argued that reusing the glass would compromise the integrity but still did not provide any document from the manufacturer.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

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

  Business response

  04/05/2022

  When the vehicle came to our facility a full description of the damages that occurred was not provided.  The customer claimed left side damage.  Left T-bone as shown on A attached estimate from insurance.   B attached explains T-bone collision.  We have high resolution photos of the vehicle for reference.
  The customer returned to the shop after a supplement was completed by the insurance company and pointed out additional damage to the floor pan and requested this damage be repaired.  During this same conversation imperfections as a result of a prior repair were pointed out to the customer.  Customer did not complain about this, but we offered to correct it regardless.  Customer said not to worry about this.
  At this time the details of the repair were reviewed with customer and the process explained.  The customer asked what could be done to expedite repairs as he had an event and wanted the vehicle completed for this event.  It was explained to the customer to complete within this time frame would be ******* the repair.  The customer insisted on a certain completion date.  It was explained we would then proceed with repair without calling in for another supplement to include the additional damage to oblige with customers repair time request.
  The customer was made aware the owner would be on vacation during the time frame the completed repair was expected by customer.  A final invoice detailing repair would not be available until after release of the vehicle.  The repair would need to be finalized for the invoice to be comprehensive. 
  During the repair it was necessary to source parts from various dealers to accommodate the repair time frame.  J &B has been experiencing parts delays due to supply chain issues occurring worldwide.
  The quarter panel glasses had to be removed as part of the repair to be able to reach certain areas of these panels otherwise inaccessible for the refinish process.  The quarter panel glasses are referred to as one time use parts, once removed they should not be re-installed.  During the removal process, clips and bonded adhesive are cut from the car compromising quality, they lose their integrity in the removal process, and could allow water to get inside the vehicle if reused.   It is known as an industry standard to replace these parts.  Given the time constraint by customer, it did not allow us time to do a supplement - the insurance company would have paid for replacement. 
   The photos from customer referencing welding marks on the undercarriage are not welding marks.  These photos are of seam sealer and corrosion protection material.
  The repair explained to customer was completed within the time frame required by customer.  Upon pick up of vehicle the office asked customer to pay his portion of the deductible.  Customer refused and insisted the repairs took too long. 
  At time of vehicle release customer pointed out damage from prior repair and other damages he believed should have been included in repair.  We reviewed that he told us not to worry about the imperfections from prior repair, and the other damages were not previously mentioned as related damage.  The customer stated he wanted to address additional repairs in the future.  J & B agreed to perform additional repairs.  Customer requested detailed repair invoice, and was reminded the owner was away and would complete upon his return.  Vehicle was released on a Friday evening.
  On Monday the customer returned to J & B for the detailed repair invoice.  This was created for and explained in detail to the customer, and the owner asked if customer had any questions.  The quarter glasses were on this invoice, no question was raised by the customer concerning the quarter glasses.
   The customer and owner discussed imperfections from the prior repair and other damages.
  J & B again offered to repair items the customer complained about and pay for a rental car for the duration of this repair to avoid customer inconvenience. 
  Customer denied the offer.
  Customer asked for $5000 monetary compensation.
  The owner agreed to pay $5000.
  The customer then said the amount he requested was not enough.
  
  At this time, to resolve the customers complaint,J & B agrees to the customers request of monetary compensation of $5,856.00.

  Customer response

  04/07/2022

  The business has agreed the amount, but made false statements and requested to remove online posts. I have addressed some of them in my prior reply.

   

  I accept the amount and agree to not file new complaints of legal claims regarding this repair and withdrawing existing ones, provided that agreement signed and compensation received. I will not accept any additional agreement, including non-disclosure agreement.

   

  The business has proposed a date to finalize the paperwork. The owner stopped replying me again after I rejected his request to remove posts. To ensure a smooth process and reduce further delay, I request the business to 1. review my proposed agreement, attached in my prior reply 2. refrain from making further false statements.

  Business response

  04/11/2022

  Customer came to J&B and was refunded amount as agreed.

  The agreement was signed by both the customer and J&B.

  J&B has address and resolved the complaint.

*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. ↩