Gray-Bahl, Inc.

Review: Oct 7, 2013 I went to Gray Bahl to get 2 estimates to remove these specks from my vehicle. One for removing them from the glass and one for fixing the paint. [redacted] came out to take a look at the vehicle. I explained you can only see them in the dark when light hits them or when sunset hits the windows. He had me move my vehicle into a sunnier spot where the specks in the paint were somewhat visible. Then he went into the shop and came out with a scouring pad. He ran his finger along the lower drivers side of the windshield. He then scoured that area with the scour pad, and ran his finger over it again. He said there was definitely something on it, he could feel it with his finger, and after he scoured it, it felt smooth. So he gave me a quote for $118.16 for the glass areas of the truck, and an estimate of $472.64 to fix the paint by buffing it. I told him I would probably do just the windows for now, as I am paying out of my own pocket. Later I called and got an appointment for 9AM on Oct. 16, 2013. I brought the RAV4 in on the 16th, and got it back later the same day. The windows seemed clean, however on my way home from work after midnight, it looked like there were still specks on the windshield. It was misting rain, so when I got home I dried some of the windows off w/microfiber towels, and shined a flashlight on them and saw the specks were still there, and now many scratches on my windows. I called them on the 17th and spoke w/[redacted]. I told her the specks were still on the windows, and they now had scratches on them, and I wasn't a happy camper. I said they need to turn the lights way down and shine a flashlight on them to see the specks. If they couldn't do that, they could send someone over to my garage, and I would show them. She said to bring it in they'd look at it. I brought the RAV4 back over, and [redacted] drove it into the shop. I came into the shop, and [redacted] says how he's been cleaning window for forty years, he shows me the "exact" scouring pad he used and denies scratching any windows. I said he would have to turn the lights way down and look at the specks with a flashlight to see them, and he said Why the hell would I do that?! I can't turn the lights off in here. Now I have tears in my eyes, and he gruffly says, oh, don't start crying now. I said, well, I just new I'd be getting screwed, and he said you're not getting screwed. We aren't screwing you. I said that's what other places do, I guess I'm just used to it. So I said why don't you send someone over to my garage, and I can show them the specks. So he sent me home and [redacted] arrived shortly after. I was drying my windows to show him the specks, as it had been raining. Then I closed the garage door, turned all the lights off except the one on the opener, and got a flashlight. [redacted] said he was waiting for the opener light to turn off, so I manually turned it off. [redacted] had brought a small flashlight and aimed it at the windows, and ran his fingers over the surface. I said the windows were now scratched, and showed him some of the scratches on the side window, and he said people notice all sorts of things when they get there car back too bad they wouldn't notice before they brought it in. I said but I had been looking at the windows before, because of the specks. He didn't reply. He said the windshield felt pitted, and if what they did didn't get rid of the specks the estimate to fix the paint would have to be adjusted. He took some pictures of the specks and said he had an idea of what to do and he had to talk to [redacted] about it. [redacted] did get back to me that day, however he called my cell, and not the home phone I gave them when I brought the vehicle in, so I did not hear his voicemail until late. I called on the 18th and left a message in [redacted]'s voicemail. I never received a return call. I called again on October 21, at approximately noon. [redacted] answered and after I introduced myself he told me I bet you've been wondering what's going on w/your vehicle. I said yes, I was. I also stated my husband also saw the scratches on my windows that weren't there before. He didn't reply to that. He told me he had an idea to try on the windows and [redacted] said no. They think chemicals got all over my car and the only thing I could do was replace the windows. They weren't sure if they could fix the paint. I said I wasn't concerned w/the paint, I probably won't fix that until spring. I told him since they did not do the work I paid them for I want my money back. [redacted] put me on hold to talk to the bookkeeper [redacted]. Then he tells me they have labor into it and will only give me 1/2 my money back. I said I have a written estimate for cleaning the windows, and they are not clean. [redacted] said it was attempting to clean the windows. I said I paid for a job, it was not done and I think they're getting off pretty easy, seeing as they've scratched all my windows up. [redacted] said they were scratched before. I said how do you know the "chemicals" didn't scratch them when you were cleaning them? You obviously don't know what is on the windows. He told me [redacted] the bookkeeper would call me back. No one called me back. On October 22 at 12:21pm I called Gray Bahl again and [redacted] answered. When I told her who I was, she put me on hold. When she picked me back up she apologized for not getting back to me. I said I understand. She said the best she could do was to give me 1/2 my money back. I said I paid for a job, and that job was not done. I hired them to clean the specks off my windows, and they are still there. [redacted] said they were hired to clean the windows and they did. I said they were to clean the specks off the windows, they are still there. I can take it to the carwash to clean the windows. If they couldn't clean them off, then they should not have given me an estimate for something they couldn't do. She said again they were hired to clean the glass and mirrors. I said they did not clean the mirrors, thank god, or they would be scratched too. She said they did not scratch your windows! to which I replied, we are not going there. She said again they would give me 1/2 my money back. I said I paid to have the specks cleaned off my windows and they are still there. I said if you don't refund all my money that I would file a claim in small claims court and complain to the Revdex.com and the CPA. I asked her if that's the way she wants to handle it. I for one just want my money back and to be on my merry way, but if that's the way they want to handle it, we can handle it that way. I asked, is that the way you want to handle it? She said she would send me a check for my money back, because I was a mean and rude person. She said I was mean and rude when I was down there, and making threats. I said I was not mean in there and making threats, now you're just making things up. She said back up, what did you just say 2 minutes ago that you would file a claim in small claims court, and file complaints. I said that was not threats, that's what I am going to do. She said she feels sorry for me. Is this how I conduct my business day to day in life. I let her go on for a bit, then over her verbal abuse I said you can think however you like, [redacted], mail me my check, and I hung up. I still haven't received any refund from Gray Bahl. Easily the worst customer service experience I've ever had in all my life.Desired Settlement: I want my$118.16 back now because they did not do the job I paid them for.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I have received a check from Gray-Bahl for the amount I was told I would be refunded. I am satisfied that this has been resolved. Thanks so much, I appreciate all your help in getting me my refund.

Poor Service. I took my car in for the collision repair and gave them my valet key (after verifying with the receptionist that the valet key did work).
My repair involved taking the door handle off the door for the paint job.
When I picked up my car, the valet key would not go into the door handle. They said it could not be verified that it was their problem and would not repair the door handle.