ComplaintsforFender Mender of West Ashley, Inc.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had my 2010 Charger repaired at Fender Mender following a collision. Unfortunately, I am writing to express my dissatisfaction with the repair work conducted on my vehicle. Upon receiving my car back, it was evident that the repairs were subpar. Seeking a second opinion from other auto shops only confirmed my suspicions, as they highlighted the poor workmanship on the bumper. Disturbingly, lines and dots appeared on my bumper that were not present before entrusting my vehicle to Fender Mender. I have detailed pics taken before selecting a shop, as requested by the insurance adjuster, clearly showing the condition of my car prior to any work being done. My attempts to address these concerns with Fender Mender were met with resistance and an unprofessional attitude. Initially, a self-proclaimed manager accused me of dishonesty regarding the imperfections on my vehicle. Moreover, he insinuated that I had been involved in a fictitious accident after leaving the premises. Following this incident, I was directed to schedule a time to address the issues further. However, the process was marred by confusion and inconsistencies. I initially scheduled a date and time with the front desk rep. She said I could drop it off on Sunday night and it will be ready the next day. Well, I did that only to wake up to a voice message from another individual claiming to be the manager. This new manager contradicted the first individual, stating that the initial person I spoke with was not a manager. Furthermore, he conveyed a lack of knowledge regarding the specifics of the repairs and absolutely nothing was done. I have photographs, dates, and times, as well as an email from the Fender Mender team acknowledging a potential issue with the clear coat application. Despite assurances of a remedy, weeks have passed with no tangible progress, and it appears that my concerns are not being taken seriously.

  Customer response

  11/28/2023

  I wish to proceed for a refund.

   

  Thanks

  Travis

  Business response

  11/28/2023

  Despite not being in agreeance with the allegations, out of good business practice. we have contacted vehicle owner to resolve issue and fix the bumper. 

  Customer response

  11/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  Travis ******

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my car sent there after an accident that occurred May 24, 2022, where they had to replace the hood of my car and paint it. They painted the hood of my car the wrong color. They painted it flat white instead of the pearl white that Toyota uses so that it no longer matched the rest of my car. In addition, they are incredibly unprofessional, refused to talk to us, and refused to fix the issue. We had to take the car to another shop to get the hood repainted correctly. I am including a photo of the car after Fender Mender painted it which clearly shows the hood is a different color than the rest of the car, as well as an email from another autobody shop that states that the hood was painted the wrong color.

  Business response

  01/09/2023

  Fender Mender Completed a repair on 6/24/22. At the time of pick up, the customer saw damage to their fender that was not related to the loss or damages Fender Mender fixed. We showed the customer photos of when the vehicle was towed in and the damage was pre-existing when it arrived on our property and was at no fault of the shops. We advised him to reach out to **** about the damage to see how they would like to handle and that it was likely caused by the tow provider before it arrived at the shop. After the customer spoke with **** and they agreed to start a second claim on the Fender, the customer refused to pick the vehicle up. The shop advised we needed to do a separate appointment for then new claim and pre-order parts before he could drop it back off for those repairs. The customer did not like this response and wanted the vehicle fixed immediately. Multiple rude comments were made by the customer to shop employees before the customer ultimately took the vehicle and left. In the following days, the customer kept calling and harassing the shop. He even attempted to drop the vehicle off on an unscheduled date, get into another rental, and was not listening to the shops procedures. The employees expressed how uncomfortable this customer made them feel and taking into account the prior exchanges the customer made to employees, we as a shop decided we did not want to have any more business doing with the customer. The customer showed up multiple times on the properly after he was advised we were not going to be fixing the other claim on his vehicle. On 6/30/22 **** reached out to the customer as well and advised he needed to find another shop to do the repairs and asked him the leave the shops premises and that was the last time anyone from Fender Mender spoke with the customer. On 8/11/22 the shop received a call from **** asking if we preformed an alignment on the vehicle. After the rep looked into the claim details and saw we were not the shop that did the second claim for the Fender, there would of been no reason for us to do an alignment and an alignment was never approved by ****. It was not until 9/2/22 the shop received a merchant services dispute from the customer disputing the charges and money paid for the first claim preformed by Fender Mender. That was the first time Fender Mender was informed of the customer's dissatisfaction with the work preformed. Fender Mender offers a lifetime warranty on their repairs and paint work. If there was ever an issue with workmanship it would of fell under that warranty. The customer choosing to have work done somewhere else voids that warranty. 

  Customer response

  01/17/2023

  They are mixing in irrelevant facts.  There was additional additional damage on my car when I picked it up, but that is NOT the topic of this complaint.  The topic of this complaint is that they painted the hood of my car the wrong color and then refused to talk to us.  They would only talk to our insurance company ****.  **** informed us that Fender Mender advised them that they would NOT honor the warranty on the paint color and that our only option was to take the car somewhere else to get it fixed.  That is the only reason we had the work done elsewhere.

  
  

  The woman that works there was rude and disrespectful, and would refuse to acknowledge our presence.

  
  

  Best,

  *******

  Business response

  01/17/2023

  The vehicle was picked up 6/24/22. Fender Mender was not ever aware of any dissatisfaction with the workmanship until 8/11/22 when **** called the shop inquiring about details of the damages the tow company caused and briefly mentioned the customer was now, almost two months later, suddenly complaining about the paint work on the hood. The customer never showed up to the shop complaining about the dissatisfaction of that paint work or even called or notified Fender Mender. They took it upon themselves to dispute credit card charges for the repairs we did which are rightfully owed to the shop, take the vehicle elsewhere, and is now continuing to harass and slander the shop. **** has documented files of this customer's harassment to the shop and it's employees. Fender Mender offers a lifetime warranty on all our repairs and paint work and is not responsible for the customer's choice to not use the warranty we offer. 

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was left in the care and custody of Fender Mender (W Ashley). Intake photos were done to document any existing items. My vehicle was quoted to be done by 1/21/22, it was not completed until 1/31/22. When I arrived to pick up the vehicle I noticed damage. The photos were pulled and it was determined the damage was not existing and it would be repaired by a mobile service to avoid having to drop off my vehicle again. The mobile repair service was unable to complete the repair due to it's location and reported that back to Fender Mender. Fender Mender is refusing to repair the damage at this time calling the original intent a "courtesy".

  Business response

  02/23/2022

  Business Response /* (1000, 5, 2022/02/23) */ Fender Mender body shop received this vehicle on 1/13 and completed repairs on 1/31. Customer was advised due to Covid 19 and parts delays that VW parts are incredibly difficult to obtain at this time. Repairs were completed in a timely manner and customer was informed of parts delays out of our control throughout entire repair process and was documented. At pick up customer pointed out a dent on the vehicle and stated it was not there prior. The vehicle has prior damage not related to the claim on all panels that was documented at the original appointment before vehicle came in for repairs. Photos were shown to customer of the unrelated damage and it was undetermined at that time if additional damages occurred at the time vehicle was in the repair facility or before. As a curtesy to remedy the situation, Fender Mender sent a 3rd party paintless dent removal service to fix the issue and they were ultimately unsuccessful. The customer's husband came to the shop and once the situation was explained, there was an obvious misunderstanding with what he was being told from his wife versus what was told to her at the time of pick up. Fender Mender then extended another curtesy to fix the dent for free to remedy the situation again and explained to the customer in order for us to fix the dent, they would need to pay for unrelated prior damage next to the dent to be fixed because we cannot just fix a small dent next to greater damage without fixing and painting the whole panel. The customer at that time stated the situation has been explained to him differently and seemed to have clarification on what truly happened. Fender Mender sent photos of existing damages to customer upon their request and is awaiting the response if customer would like the panel to be fixed. Fender Mender stands behind their lifetime repair warranty and customer satisfaction and believe the correct protocol was taken to remedy the situation. If any damages are proven to have occurred while in our possession, Fender Mender will always remedy the situation and make things right with the consumer. In this scenario, no such accusations have been proven to be true. Business Response /* (4000, 14, 2022/03/03) */ Fender Mender has already remedied this situation and offered the customer to have the dent fixed. No further contact is needed in regards to this matter. If customer would like to schedule, please call the shop.

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