ComplaintsforMission Custom Jeeps

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was quoted to have my Jeep raptor lined inside and out. Was quoted originally a week to complete project. Project took 3 weeks. Once I took delivery of vehicle, I was able to get the vehicle home and view the vehicle under the sunlight at different angles and noticed majority of vehicle had the original blue color showing through. Took vehicle back to merchant the following week seeking resolution or a date that touch *** could be completed. Technician was not able to provide a date and said he is now booked into next month. I left after being told I would get contacted to complete the job. I still have not heard from the business and my messages have not gotten returned. I have since filed a dispute with my credit card company (Citi) to issue a charge back, they have since ruled in favor of the merchant. I am seeking a refund or for the job to be completed. Vehicle was dropped off on 3-29 and picked up on 4-19. I was verbally told by technician before work was done that he had applied this coating to vehicles before with great results and that I wouldnt be able to see any of the vehicles original blue color.

  Business response

  06/07/2024

  Hello ******
  
  
  Thank you for contacting me and providing information on the customers complaint. I also appreciate the opportunity to provide my position on the matter. 
  
  
  In the complaint, the customer indicates that a quoted estimate of 1 week to complete the work was given and he is correct regarding this initial estimate. However, the customer failed to mention in his complaint that he added coating the interior of the jeep which includes removing all doors, hood, tailgate, seats, carpet and all interior trim. He also failed to mention that he added coating both front and rear bumpers, all 4 fender flares, grill, Jeep hard top, trail badging as well as installing a Teraflex tire carrier that was provided by the customer. Also not included in the complaint is the two tone nature of his last minute coating request. The interior, bumpers, grill, hard top, fender flares, and badging would be coated black, while the exterior body color would be a custom tinted Gobi Tan. If needed, I have documentation verifying the customers last minute changes to the originally quoted price and time frame. 
  
  
  In the second part of the customers complaint, he indicates that he brought the Jeep back to the shop after seeing the Jeep in the sun light and noticing majority of the original blue finish still visible and showing through the coating. The customer is correct regarding a SLIGHT blue showing through in certain areas and at certain angles. I informed the customer that I would be happy to fix any issues related to the coating that was applied. I never made any indication that I would refuse to correct the issues and I confirmed with him that I would again be happy to fix the items he had concerns about regarding the coating. I did inform the customer that I was booked until mid May and that I would not be able to get him back into the shop until such time. 
  
  
  My error and misunderstanding was assuming the customer would contact me with a date in May that would suite his schedule. Since I had already told him in person and verbally that *** would be the soonest I could get him in, I expected that he would look at his calendar and then let me know what day in May worked best for his needs. This is the first time the customer has done business with Mission Custom, so I did not understand his expectation that I would call him to schedule the May date. 
  
  
  The customer has since returned to the shop on May 24th to pick up some carpet pieces for his Jeep and during the visit an attempt was made to schedule the Jeep to get back in the shop to address the issues. I indicated to the customer that I am very sorry for the misunderstanding and that I would still be happy to get the Jeep in as soon as possible to resolve his concerns with the visible blue areas. I told the customer that I would accommodate him immediately and that I would focus solely on his jeep to ensure a quick turnaround. I also informed customer that to avoid the same misunderstanding when selecting a date, I will leave my schedule open, but he will need to contact me with a specific date when he can drop the Jeep off to complete the work. The customer confirmed that he understood my request that he must contact me with a date so that I can accommodate. I followed up on our conversation with a text message and an email recapping the need for the customer to look at his calendar, then contact me to schedule a date for him to bring the Jeep back to the shop. 
  
  
  Since our conversation, text message and email, the customer has not scheduled a time to perform the requested touch *** and has instead filed complaints with every agency, organization and news investigators that he could find. He has not responded to my emails or text message and to date is refusing to bring the Jeep back. S
  
  
  I sincerely apologize for the misunderstanding and I am very proud of the work I did on the customers Jeep. I believe the Jeep looks amazing and it is a Jeep that several other customers commented on how much they liked the new look of the Jeep while I was working on it.
  
  
  Thank you for your time and consideration and please let me know if you have any other questions or would like additional information. 
  
  
  ***************************
  Mission Custom 

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