ComplaintsforBruce's Super Body Shop

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Bruces body shop on 8/21 a friend of mine, had backed into my bumper, and did minor damage in the right corner, where it cracked the liner and did a little damage to a second part. ***** painted and put on a new bumper cover and did a poor job. There was several bubbles in the paint and trash. And one side of the liner sat off my car, probably an eighth of an inch or more for 3 inches or so. The other part that was damage wasnt even touched or fixed at all. Its still had cracks in the same place where it was hit. After a show the owners brother, he said it was my fault for picking up the car early when they told me, it was drone in an hour one hour called. He also said at least it wasnt hanging completely off. As I said before the damage initially wasnt that bad to begin with. I took it back Monday to get these problems fixed because it was Thursday when I picked up my car Tuesday around four I got a call saying my car was done and it was perfect. I got a rod Wednesday morning around 10 AM to go pick it up when I arrived. It wasnt perfect at all. It still had trash and the paint in several areas. When I went inside and told the owners brother this. He proceeded to tell me to go * myself and get the * out of his shop. Then the owner sister came out, screaming the same thing and said she would call the police on me. I now have a bumper that is not perfect at all and have to go to another shop to get it fixed properly. Bruces will not stand by their contract or warranty or make it right and told me to never return to their facility. I believe they should not be in business or allowed to work on peoples cars if this is how they do business and treat customers. I have read many reviews and talk to friends who have taken her vehicles there and had similar experiences with getting poor quality work .

  

  Business response

  09/27/2023

  Hello, we are sorry your not satisfied with ***********.  Our team strives to deliver a industry standard product.  I'm more than willing to look at your vehicle ,and to discuss it further (calmly ) in a professional manner. You can email me for us to get together.   Thank you for your concerns.   *******************

   

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So this is my first year in Richmond and was recommended to this establishment by a close friend who has done work done by this company years ago. My first transaction was February 19, 2022 for $3449.36 regarding vehicle body repair for the front bumper, and passenger side fender. The work was mediocre at best. I had to come back to the shop twice because my bumper was not correctly put back. The store manager tried to make it seem like it was something I did not knowing that one his employees had already admitted accidentally snapping a clip on the inside of the bumper. Seeing how they have a life time warranty when you get work done, I decided to try again as I needed additional work done. My second transaction was on Jun 20, 2022 for $805.51 with the stipulation from the store manager that he could fix my front bumper. Upon finally receiving my car past the amount of time I was told it would be ready, Everything looked fine at first glance. By the time I pulled up to my house, both sides of the front bumper were loose and hanging. I called the store again only for them to tell me they could not take me until late August/September. Mind you, I was told this in June I was going to take this L in regards to money loss and never come back to this establishment but as a consumer I deserve better starting with a refund for work not completed and no priority to rectify the situation.

  

  Business response

  09/23/2022

  Hello, To whom this concerns, I have no recolection of any repair issues after the last time we worked on this vehicle in *********** the customer would like to bring the vehicle to our shop, And has a (warranty issue) I'm more than willing to discuss this situation with him.   We are scheduling  NEW clients in November  I think our BBB  rating shows we don't treat customers this way.   Thank you in advance. 

   

  Customer response

  09/23/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Im not sure who Im the company responded to my complaint but what was stated is untrue. For the record, everything is under warranty which they have honored in that regard yet still manage to not do work correctly. I want a refund and will take my vehicle to the dealership so it can be done CORRECTLY. My next steps will be seeking legal counsel.
  
  Regards,
  
  *************************
  
  
  
  
  

• Initial Complaint

  11/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  About 10-15 years ago, Bruce's was one of the best. After they messed up twice on a previous vehicle, I decided to give them one last shot. We had an estimate written up for the repair work after an accident and that estimate was inline with what the insurance company estimated so we booked the repair work. We waited over a month for them to be able to do the work. The old office manager lady, who is probably one of the least pleasant people I've met, asked my to clarify what the insurance company was covering. Once I did, she said they needed to rewrite the estimate. They then proceeded to lower the cost of the repair that the insurance company was paying for and increased the cost of the repair I was paying for. When I asked her why they did that, she got all upset and said they didn't. When I showed her the difference in black and white between their estimates, in the nastiest attitude possible, she said no she could not explain it. Simply put; Bruce's adjusted their original quote when I dropped my car off to be fixed. They decreased the price of the repairs that the insurance company would need to pay for AND they increased the cost I was responsible for by adding the difference to other repairs on the estimate. Their actions are completely fraudulent if not downright illegal.

  

  Business response

  11/12/2021

  Hello,  To whom this concerns,  The customer come to us for 3 different estimates on 1 truck . I wrote them per customer request. When the truck come in for repairs, the customer then said 1 estimate is customer pay, the other estimate is Insurance ,and then the windshield replacement was also paid by his Insurance glass policy, at this time, Per our company policy- we asked for the estimate of record from the Insurance, so we can compare our estimates. The customer then got defensive and said why would we need that information. The estimates we wrote in our program, nothing was changed.  We have been a local business in the Richmond area for 40 years ,we are in to making people happy, not running business away, but this requires trust on the customer side, that they are providing the Insurance documents from the claim, so we can compare quotes. Sorry, for the communication difference.    Kyle W****

*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. ↩