ComplaintsforDedicated Auto Body & Paint LLC

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 4runner to Dedicated to have some scratches removed, a small dent fixed and paint the wheels & roof bars. No parts needed, just some small repairs. Danny the owner assured me he could take care of everything. I was told it would take about 2 weeks; it took 3 months! I would frequently text to check the status, with no response back. At pickup, it was covered with water spots, dust and compound. It was so dirty; I couldn’t see the work that they were supposed to do! The next day, I spent all day cleaning it, removing compound from the crevices, etc. After I cleaned it up, I found a lot of damage. The drivers side mirror at pickup was folded in. I realized why, they damaged my window seal and put deep scratches the entire length of that window in my paint. My emblem on the side wasn’t flush with the body & I could see tape through the emblem. They didn’t even make an effort to make the tape not visible. I have dried red paint on one of my tires. I have red and white overspray on different areas. The wheels & roof bars were painted thin, & uneven. They didn’t remove my wheels to paint, there are spots of metal, one has glob of paint, other areas are thin. They scratched my head lights, tail lights and new window guards. The paint they did try to fix is thin and thick, not blended & a different color. They didn't paint the underbody rust areas, they only sprayed a few. The inside door had compound all over it. Dirt was all over the back ceiling, from it being parked outside in the rain without the roof bars on it for 2 days. There is adhesive in misc. areas. I have grey finger prints on the back of the outside door handles. I still have the paint chips with rust, that I asked them to repair. Another shop told me they sanded areas down way too much and didn’t not repaint correctly. I would never trust them to have one of my vehicles in their possession again! I have all text messages/pics from the beginning of the process. I want a refund to fix it correctly!

  Business response

  10/30/2023

  Dear Sir or Madam: 
   
  I am writing in response to the Consumer Complaint filed by ***** ******* against Dedicated Auto Body & Paint on October 18, 2023. In the Complaint Mrs. ******* states her vehicle, a Toyota 4Runner, was not properly or completely repaired. 
   
  Mrs. ******* complained about a mirror chip and damage to the panels on the vehicle. We are not accepting or denying that the damage could have happened at our shop, however, we did offer to repair it along with any other issues. I also offered a partial refund for any parts she thought may have been damaged in our shop.  
   
  We immediately offered to repair or replace any problem that Mrs. ******* was unhappy with. The work performed is the same work we perform on hundreds of vehicles each year. We have the highest rating and most reviews of any auto body shop in the Charleston area. We are well equipped to do the job properly.  
   
  I have noticed that customers requesting a full refund will find fault in every aspect of the work performed. I consider it to be like a contractor building a home - the homeowner is not happy with the trim or moldings, but won’t let the contractor repair the problems, instead they  demand a refund for the entire home. 
  Dedicated Auto Body & Paint did our best to rectify the situation, but Mrs. ******* was unwilling to bring her vehicle back for the repairs. In my opinion, Mrs. ******* is seeking a monetary refund in lieu of repairs for her own personal gain. 
   
  Attached are screenshots, reviews and Mrs. ******* admitting that Dedicated Auto Body & Paint offered to fix anything she was unhappy with on her vehicle. 
   
    
  Thank you, 
   
  Danny *******, Owner 
  Dedicated Auto Body & Paint LLC 
  

  
  

  Business response

  11/03/2023

  Dedicated Auto Body and Paint offered, from the beginning, to correct anything that Mrs. ******* is not satisfied with. We have also offered to give a partial refund on the parts claimed to be damaged by us. As a small business owner herself, Mrs. ******* should understand that perfection cannot always be guaranteed - mistakes will be made; however, an honest, upstanding business will take ownership and make the effort to mend them.

  The auto painting process is not the same as machinal work. Sometimes the clear coat needs to be touched up, polished or redone. There isn’t an auto body shop that hasn’t had to redo part of a job - it’s just the nature of the business.

  If Mrs. ******* is not after monetary gain, she should be willing to give Dedicated Auto Body and Paint a chance to right the wrong. Also, our reviews are not purchased. We take pride in our Google reviews and welcome anyone to contact the reviewers to see that they are actual former clients.

  Dedicated Auto Body and Paint is holding themselves responsible and offering to rectify Mrs. *******’ dissatisfaction with repairs and a partial refund on parts she claims were damaged at our shop.
  
  Danny ******* Owner/Operator

  Customer response

  11/04/2023

  Better Business Bureau:
  I have reviewed the 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.

  I absolutely agree mistakes can happen. And if this was a few mistakes, then I would be more than happy to allow Dedicated Auto to fix their mistakes. This however, is absolute neglect of personal property. Why would they fix it correctly now?
  I will be taking it to another shop that can fix it correctly the first time. If they wouldn't have caused all the additional damage, I would have given them a chance to fix their wrong. Being a business owner myself, I know that you must take responsibility when your employees damage something. That is your name on the business, therefore you are responsible for the damage. I would never return a vehicle or anything that my name was on, to the owner without looking over it thoroughly and making sure it is ready to be returned. If Mr. ******* would have looked over my vehicle, he would have noticed all the additional damage they had caused. He could have easily fixed it before I picked it up. He had plenty of time considering he had it for 3 months.
  His shop was sloppy and careless with my vehicle. There is no other way to explain it. If they would have cared for my vehicle, like I was assured would be done, it would not have had so much damage added. They would have completed the agreed upon work correctly and completely. Mr. ******* would have not ignored my texts and calls regarding my vehicle. Again, they will not have my vehicle in their possession again. A few of the parts being reimbursed is not even half of the issue. I want my vehicle to look like it did when I trusted them and dropped it off. I want a refund in full or Dedicated Auto to pay another shop to fix their mistakes correctly.
  Regards,

  ***** *******

*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. ↩