ComplaintsforB & B Auto Body

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car due to side damage of my bumper through fault of pulling out my garage and scrapping it. Per paid **** to purchase new bumper. Brought car back for paint match but had to come back a second time for it to be done. Told they didn't see another part included it would be an extra ******. I declined and asked them the fix part and paint and they rest the best they could. Went home. Came back next day to drop off car and have the new painted bumper replaced. Pick car up right before close and as soon as I got home and looked I saw scratched, scraps, and a chip on my new bumper. Called the next day and set a day to bring the car back again this time for 2 days. Came back 2nd day and got home again looked at car and now there were nicks and wax residue all over my hood and headlights which were right above work but not associated with the work done. They told me to bring it back a 4th time but I have been going through it for 2 weeks now with them and they want me to go into another week. Also they told me after the first repair that my temp sensor was messed up but it still worked they just didn't know how long. It worked fine through all my inspections with ************* and before I came. I said fine and had them replace it on the third and final visit and paid for that as well. They never called me I always had to reach out to them. **** was always sweet but *** needs some anger management and customer service training as he snap at me and my mother numerous times with us just conversing the situation and trying to figure things out. All in all I can't trust if I take my car back again something else will be wrong. I strongly feel like a partial refund needs to be given for my time wasted and the mediocre work done that I will have to get someone else to fix. ALL on all I paid ******* and there needs to be a partial refund as I have nicks and scraps on my front hood and side passenger back door that weren't there before.

  Business response

  06/14/2023

  First, we would like to apologize for any distress we have caused. We do not take these complaints lightly and we regret that the experience left you frustrated.
  
  Typically,when we make repairs, the vehicle is dropped off and stays for the entirety of the repair. This allows us to tear down the vehicle and make a thorough estimate. In this situation, we had offered to preorder the parts and paint the bumper prior to dropping off your vehicle. This was to speed up the process and ensure you were not without a daily driver for longer than necessary. Once the vehicle was in our care, we did find additional parts needed that increased the cost of the repair. As discussed, some of these issues are not uncovered until tear down. We do our best to catch everything up front but unfortunately, with a preorder, pre-paint, job sometimes this happens. We also purchased and replaced additional non reusable aluminum rivets and clips.
  
  We regret that you had to make multiple trips to match the paint. We offered to have the painter do a camera read for color match when you paid for the part, but you were unable to wait. When you brought the car back for a color match our painter was spraying at the time and was unable to stop during the process. We do our best to schedule preorders in a way that is convenient for everyone but clearly, we failed in our scheduling, and we apologize for wasting your time and causing the inconvenience. I understand making multiple trips is frustrating and inefficient and we will strive to do better in this area.
  
  There was an additional sensor replaced, as stated in your complaint. It was unrelated to your original estimate, but we brought it to your attention as a matter of thorough diagnostics. After the repairs were complete, we notified you that a code listed in the computer was detecting a short in the positive side outside temp sensor. We explained that it wasnt necessary, but it might cause a problem later. We offered to replace it for only the cost of the part which was $27.00 plus tax. You agreed to order the part and bring it back for replacement when the sensor came in.  After we installed the part, you stated multiple times you believed we damaged the sensor during the repair, and we were attempting to cover the issue by replacing it. As an act of good faith, we reimbursed the full cost of the part and replaced it at our expense.
  
  After the initial repair was complete, you picked up the vehicle. The next day you returned stating that we did not replace your bumper and we had reinstalled the damaged bumper, as it had the same damage that it had prior to the repair. We went over the repair and showed you the original bumper that was removed and the unusable rivets and additional pieces that were used to make the repair. We offered to fix the blemishes you pointed out. After we addressed the scratches, the car was wiped down, but not thoroughly washed. We are disappointed in ourselves for not thoroughly detailing the car a second time and this has been addressed with our entire staff.  There was dry white compound under the hood near the front cover that we missed cleaning. You pointed to multiple scratches around the car that you felt had happened while in our care. We offered to wash the car and buff these scratches while you waited. You stated that you did not want us to address anything, and you requested a partial refund instead.  We do our best to resolve all complaints. We want each person we do business with to walk away feeling satisfied and I'm sorry this wasn't your experience with us. We were pleased to issue a partial refund on the same day this complaint was filed. We depend on customer feedback to let us know where we can improve. I have addressed your concerns with all my staff. Thank you for bringing this to my attention and I hope it has been addressed to your satisfaction.   

  Customer response

  06/14/2023

  Complaint: 20126906
  
  I am rejecting this response because: My complaint is because the original work was botched. I had to take my car back numerous times for them to fix original work. After 3 attempt I gave up. It seemed like everytime I dropped my car off for the day when work was complete, there was something else wrong. The first time a chip in the bumper repair and scratches everywhere. The scratches still and scuffs and primer left on the inside of hood. I had to pay $215.00 for detail paint correction service to fix imperfections left behind as soon is some of the pics attached. I have more pics of what my car looked like right before the detail if needed. I couldn't attach everything. I also attached payment proof. I just want the additional $115.00 I had to pay to correct work that should have been done the first time and not 4 time later.
  
  Regards,
  
  ***************************

  Business response

  06/30/2023

  As stated previously, the car was returned after it was completed and driven home for a nic in the bumper,which was corrected. The second time for a sensor replacement which was unrelated to the repair. We refunded the entire sensor replacement in good faith, to satisfy the customers claims that we were being dishonest. The third time it was returned was because we left compound on the inside of the hood and the customer claimed we created more scratches. We offered to resolve it by detailing the vehicle and buffing the scratches she pointed out, but she stated she didnt trust us, and wanted to hire someone else.

  As a small business we strive to make people happy. We would have loved the opportunity to rewash the car. As part of our repair process, we always like to return a clean car. We do not charge for detailing and buffing vehicles after repair is done and this is not a service she was billed for; however, we respect her decision to hire her own detailing company and we issued a check to help satisfy her complaint. We are unable to offer an additional refund. 

  Customer response

  07/06/2023

  Complaint: 20126906
  
  I am rejecting this response because you know as a business you failed to give good service yet charge a lot of money for repairs. I will not be bringing my car back to you as I have handled the issues you left incomplete and failed to correct more than 3 times. The sensor was an issue the very first time the car was said be be repaired and given back to me. The second time it was brought back for the repair of the sensor sense it couldnt be done preciously as I was given my car back end of day. You have previous complaints that are similar and you need to work on provideling better service. If I get a replacement bumper and paint job there should have been no nicks or compound left over. You didn't even attempt to wash the car before giving it back to me and smudged my back passenger door. 
  
  Regards,
  
  ***************************

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm sure they provide great services but my experience has been absurd. My car was dropped off at this shop on 8/15/2022. My insurance company sent them a repair estimate and check for $8,623.87. On 8/22/2022 I called the shop to get an update on my car. I was informed that a revised bill had been sent to insurance company because there was more damage to the car than what the estimate covered. Ultimately the car was deemed a total loss by the insurance company, the car was picked up and taken to Coparts on 9/6/2022 and I was to receive a payout amount totaling $19,128.62. On 9/7/2022, the insurance company called me again and informed me that this repair shop had already cashed the check they received from the insurance company, even though they did no repairs and they would only be able to send me $10,504.75 until they received the $8,623,87 back from the repair shop. I went to the shop in person the next day on 9/8/2022 and was told the money had already been sent back. Two weeks later on 9/23/2022 I find out from the insurance company that the money had in fact NOT been sent back and they are still waiting on this repair shop to send it back. I have been patient and respectful during this entire process but at this point I am beyond frustrated and angry but I am trying to keep my composure each time I interact with them. I talked with the office manager on 9/23 and he tells me their accounting department is closed and he would get with them on Monday. It's Monday, I called and he gives me more accuses that he hasn't seen the accountants yet but when he does he will call me back with an update. Each time I call it's as if he's ******* me off the phone. I will continue to call, drop by, whatever it takes to get what I'm owed. I would like that money/check made out directly to me, don't even worry about sending it back to the insurance company because they confirmed it could be given to me in hand because it would be quicker. This has dragged on way too long.

  Business response

  09/28/2022

  We regret any inconvenience you have experienced, and we assure you we are anxious to retain your business in the future. When we initially began the repair process your insurance company deemed your vehicle repairable. We deposited the initial check, ordered all necessary parts, and began the repair. During the repair we uncovered additional damage that the insurance company had not previously considered.After bringing it to their attention they retracted their decision to repair and deemed the car a total loss. Typically, in these scenarios we know a car will total at the beginning of the process, but your vehicle was so close to repairable it wasnt typical. Once we received confirmation that it had totaled, we requested a research request from our bank to determine if funds had cleared so we could issue the check back to your insurance company. The insurance company is still responsible for negotiating the amount you are to receive, and we are not authorized to negotiate amounts or issue payments directly to you on their behalf. Please accept our sincere apologies for the lengthy process. I assure you our team did not forget about you and I apologize for making you feel as though it wasnt being handled. We take customer satisfaction very seriously. We have reached out to you via phone. I hope we have addressed your concerns to your satisfaction and that you will allow us to work for you again should you need collision services. 

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