Complaints

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• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 took my classic 82 elcamino to Phoenix auto to be repainted and body repaired in march of this year it was a running driving car i put 2500 dollars down for paint and ect .They never finish my car and gave car back to me saying they did not have the time or man power to do the work on it .They basically gave me a car back in worse condition then I brought it and its has no lined body panels doors are just sitting on it and is now in primer I was promised a finshed painted car I asked for my money back and they refused they had my car 4 Months and now its not road worthy at all I Want my 2500 DOLLARS REFUNDED

  Business Response

  Date: 07/15/2024

  When Mr. ***** brought his 1982 El Camino to Phoenix Garage LLC, we talked about doing a full repaint, body work, etc. Mr. *****, at that time, told me about how the rear quarter panels had been repaired in the past with fiberglass and said he wanted that fixed properly. We talked about replacing the fenders, doors, tailgates, and bumpers. The deal was that I did NOT want to do any "Show Cars" and that it would be a daily driver quality when finished (could have small blemishes). We agreed on $5,000.00. Show quality could never have been achieved with the amount agreed upon. When Mr. ***** brought his Elcamino in to have the work done he did infact put $2,500.00 down to start the job. That was for materials and hourly fees. My assigned employee worked on this car for weeks with every hour documented. The process began with tearing the car down, removal of all chrome, bumpers, grille, marker lights, and tailgate. Mr. ***** and I spoke and decided to use the existing fenders. The rear quarter panels needed the most work. As stated earlier, the old patches were made of fiberglass. We had to grind all the fiberglass out to reveal holes in front and behind the rear tires on both sides (we have photos as well to show before and after repairs). Each patch panel had to be hand fabricated, dry fitted over and over till they fit perfectly and then welded in. Each panel could easily take 8-12 hours alone to be done properly. My shop rate is $62.00 per hour and there were 4 patch panels needing fabrication. After all metal work was completed, we continued on to the body work making sure every area was straight and ready for primer. At this time, Mr. ***** came to my shop and actually gave my employee a tip for all the hard work they were doing. 
  
  
  After the Elcamino was completely sanded and ready for its first coat of primer, we had issues at the shop that left us with 2 fewer workers; 2 of 4. We are a very small body shop.When Mr. ***** came to the shop to pick up his truck, he and I spoke (with witnesses to the conversation) about the employee shortage. At that time, I told him I was down two workers and I was not going to have the time to personally align every body panel to make it perfect. He then told me, "If you can't align my panels, there is no reason to even paint the car. We agreed that I would get the car into primer and he would take it to another shop to have the car finished out. At that time, he pointed out an area on the drivers window drip edge that needed work, I told him that would be taken care of prior to priming, which it was. Also, at that time, I was asked by a gentleman who was with Mr. *****, if I would change out the doors as well. I agreed to the change-out with the understanding and agreement that said doors would NOT be aligned. Vehicle doors are removed for the painting process and aligned upon completion which was not taking place at Phoenix Garage. At that time Mr. ***** made the comment that he had $2,500 into his car and he did not see $2,500 worth of work; to which I quickly responded that actual fees (fully documented, including photos) far exceeded the initial $2,500. I stated Phoenix Garage would absorb the excess cost as a courtesy, as it was due to circumstances beyond our control the car was not finished. Mr. ***** and I agreed  Phoenix Garage would continue the following process to reduce additional work and expense as Mr. ***** resumed possession and responsibility of said vehicle. Those steps are as follows: I primed the car in Epoxy primer, followed by a 2k primer and finished with a black guide coat. This means whoever is hired by Mr.***** to continue this process will find the vehicle ready to be block sanded with 320 grit sand paper, find any imperfection (perfection is humanly impossible with one try), fix the imperfections, spot prime and paint. Two additional days were required and taken by Phoenix Garage (no additional fees) to assemble the car making it ready to be driven out of the shop. This included: installing the doors, tailgates, mirrors, grille, markerlights, and taillights. No chrome or trim pieces were installed as it would all have to be removed for the paint process. We kept everything as basic as possible as any time added (for removal) when painted would mean additional billable hourly fees for Mr. *****. The vehicle left my shop exactly as I told Mr. ***** it would per our conversation and agreement.
  
  
  
  
  As far as road worthy, the vehicle left my shop as road worthy as it arrived. My shop is a body shop; nothing mechanically was ever addressed or touched. Mr.***** drove the vehicle off my lot. 
  
  
  As far as appearance, it is not  painted, shiney and trim pieces are not attached. It is not "pretty" at this stage but all body work has been completed as agreeded upon, dents and waves addressed and the fiberglass previous repairs have all been replaced by actual metal. 
  
  
  The work completed on Mr. *****'s car was agreed upon verbally with witnesses. All work was documented with photos. To compensate the inconvenience to Mr.*****, Phoenix Garage accepted the initial $2500 as complete and total payment though the actual work far exceeded the initial payment. Phoenix Garage even went so far as to gift a new battery for said vehicle as the battery in place,  upon arrival, would not hold a charge; this would save Mr. ***** not only the cost of a new battery but possible towing fees to the next shop. I can understand the frustration with having to continue this journey at another shop but all decisions were made with Mr.*****. I fullfilled everything agreed to in our conversation as circumstances changed in my shop. 
  
  
  Phoenix Garage LLC is unable to nor should be expected to do the amount of work that occurred without compensation of fees. I decided to go above and beyond what the initial payment covered out of compassion for the situation Mr. ***** and Phoenix Garage found ourselves in. 
  
  
  Sincerely, Aidan B*****, Manager of Phoenix Garage LLC and

  Jessica B*****, Owner of Phoenix Garage LLC 

  Customer Answer

  Date: 07/15/2024

  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.
  
  Regards,
  
  *** *****