ComplaintsforRM Car Care Service

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an estimate to have my truck body damage repaired. After picking up my vehicle I called back and told them I was not satisfied with the way it looked because it wasnt even and didnt line up compared to the other side. It was very noticeable that is was not fixed properly. They stated to bring it back and they would make it right. They needed 2 weeks to repaint. I left it again for the time they requested. When I picked my vehicle up the 2nd time, I immediately advised them that I was not satisfied. The gentleman stated not to touch it because the ******* had to dry. He pointed to a sign and said Car service and repair He then stated if you wanted new parts they are very expensive. I said $1800 is expensive and I had no idea you were going to do shabby work for this amount of money. He stated he did what he could and only repaired it.

  Business response

  04/14/2024

  After reading the complaint we reviewed the estimate for repair, we did exactly as was presented to her.  Upon her acceptance she brought her vehicle in for repair.
  The Body Tech did repair the upper cover, repair the bumper and replace with new brackets. The 2 parts required were replaced with OEM which means Original Equipment from Manufacturer.  You contacted us and explained the paint was not matching, the paint tech determined he needed to spray more paint color on the bumper.  That was resolved.  ****************** has added she is not happy with the fit, and she thought we had used non oem parts.  We have invoices we can forward if she desires to review them.

   

   

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1 Changed estimate constantly 2Asked for 75% percent of total amount before even giving me an appointment ( supposedly to order the parts )3They keep on changing that date to start working on my car 4They promised to start working a soon the car was dropped off at the shop and they didnt they had it parked there a from Monday to Thursday b4 we found out, and asked for an explanation 5Lack of communication they never call to let us know they still didnt have the paint to start working on it 6 Many lies abt when the car will be ready , keep on changing dates knowing that I didnt have a rental or any other transportation 7 They say the car was ready , I went to see it and it was splashed with paint all over the seats and they told me they need the full payment at that time to take it home w/me (Friday) and bring it back on (Monday )for detailing bc they did such a messy job I refuse to do that so they told me it will be ready most likely Tuesday morning . 8 called Tuesday morning last week and still wasnt ready , Wednesday they say , contact them on Wednesday afternoon after leaving messages they never return my calls, finally answered and they say they broke the tail light that I got from the ****** dealer while they were detailing the paint. 9 Finally they called on Thursday afternoon after 3 weeks of the car being at the shop to go and get it and requested the full payment which the amount was twice the original estimate.10 finally I pick it up Thursday afternoon and it was so dirty , dusty inside like if they kept the windows down during the 3 weeks the car was there and also foot prints on the seats like if they did it on purposely . Repairs were not completed as show in photos.

  Business response

  05/06/2022

  In response: our standard operating procedure was when she brought the vehicle in for a ESTIMATE for repairs she was asked if she had contacted her insurance company and submitted a claim.  She said she had no insurance and was paying out of pocket. The estimate for repairs is only a estimate upon initial tear down the vehicle there was additional damage we found that was hidden.  This is not uncommon.  The challenges our industry has had with supply chains, parts on national backorder, paint is limited with certain vendors we were out and we typically have a backup of paint but that ran out and our vendor did not have a replacement for us.  In addition we had provided her customer ********************** above and beyond when she told us she needed the vehicle to be safe to drive at night we did make a temporary replacement of parts and had to give the car back to her until which time she could return it for full repairs.  It is unfortunate she did not have insurance.  Also regarding the down payment we required for ordering parts is definitely, a standard request when the customer is self pay.  We will not commence work on a vehicle unless we have the money for the parts we are purchasing with no insurance company guarantee to pay us for damages. Today's consumer has necessitated this this procedure for non insurance customers.  When she brought the vehicle back we were working on the other damage area.  

  In our effort to accommodate her needs for a vehicle we have gone out of our way, to schedule the repairs when she requested.  Also supply chain issues remain a problem.  We did order the initial parts we told her we were going to order.  She also attempted to bargain down the amount she needed to pay to pick up the vehicle.  It is a difficult time for our business and she was in line so we were not able to start the repairs immediately.  She was told from the beginning we would have to schedule the work in line with our other customers before her.  I can provide photos of the damage to this car when it was initially brought to us.  

*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. ↩