American Collision Center

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Our first visit was in October 2012, our agreement was to refurbish our Dodge Ram truck with MrAnderson the shop managerThe agreement included pulling out dents, repairing cracks to the rear wheel welds, installing a custom front bumper, and replacing the driver and passenger windowsThese were all paid through labor costs.After the job was finished the first time, we had to take the truck back or timesThe truck hood not closing right (not lined up right), another time the doors were not hung right and the 3rd time, the electric wiring in the door had been damaged and they had to repairFinally as a courtesy MrAnderson, offered for all our troubles to refill our AC at no charge to us.In December we contacted American Collision that our paint was chipping and peelingPaint chipping on top of hood and cab of truck, and paint peeling under the hoodPaint peeling on trim of truck, the side of truckThe issue of doors not hung rightThe paint was rubbed off on the inside of door panels, which was never repaintedThe previous repair to right rear wheel weld had re-broke, their repairs did not hold upThe passenger door latch screws were not properly secured as a result it scarred (the extended cab door).On my initial visit, I talked to the shop manager, [redacted] and she admitted that they had a bad premier they were using at the time our truck was paintedShe also admitted that the painter at the time did not do quality workShe also admitted that our truck was not the only vehicle that needed to be repaintedAt that time, I expressed my feelings about how many visits I had to make over and over and over again and it had become very frustratingSo her reply was they were under bad management at the time and had a bad painterAnd this go around would be different because she had an excellent painter and she would personally make sure we were satisfied this time aroundAt this time we talked about repairing the dent on the rear passenger door, and painting the tailgate.From the time we dropped of our truck to week later they still had not started working on our truckShe blamed losing a painter, losing an air compressor and going out of town for a weekSo as a shop courtesy, she offered to cover the dent repair and painting the tailgate.At the end of the 4th week, I got a call that our truck is ready for pick upSo, we show up at the shopUpon inspection, the peeling under hood was not repairedThe paint rubbing around door panels were not repairedThe paint by the rear bumper was not repairedThe cracking on the right rear wheel was not repaired only painted overThe scarring on the passenger door of the extended cab door latch was not repairedHalf of the top of cab appeared to be unfinishedThe interior of truck was filthy, dusty with dirt from the truck windows being left down for who knows how long.And yes, I requested the truck to be repainted a different color to ensure that the truck was sanded and painted correctlyThis is what I paid for in May of This was not an insurance job this job was paid for out of pocket, which is on the receipt from American Collision # [redacted] for $3,507.19.We also have pictures to support our claimsWe have attached a copy of the original estimateIn closing, we feel we have given this shop plenty of opportunities to do the job rightWe do not wish to give them another chance to do anything with our truckWe simply would just like to get our money back.I have attached the supporting document for my claim, which is our estimate for our Dodge Ram Truck, which was inspected on 10/19/The estimate was completed on 11/14/12.Regards, [redacted]

We would first like to thank you for the opportunity to address this issueAmerican Collision Center, Inctakes pride in the work we perform and take every complaint seriously.The first time I spoke to Mr [redacted] about his May repair, was in December regarding his concerns about his vehicleMr [redacted] had previously call and spoke to the receptionist around the beginning of stating that there were some areas where the paint was peeling we asked him to bring the vehicle in so that we could inspect the vehicle and address his concernsThe truck was initially brought in by Mr [redacted] s’ wife who stayed in the office the entire time as the truck was inspected by the manager and our painterWe did discover signs of peeling at the bottom of the bed side panels at the pinch welds and in the body lines of the front and back doorsSince Mr [redacted] s’ wife came in we called Mr [redacted] to ask him to bring the truck in personally to go over our findings and discuss his concernsWe agreed that there was indeed peeling on the vehicleMr [redacted] then showed us rock chips on the hood and fendersThose are not subject to our warranty and we tried to explain to him that the chips are a result of driving on city streets and dirt roads, like the dirt roads at his ranch where the vehicle is usedWe scheduled Mr [redacted] ’s truck to come back into our shop to have the peeling issues correctedAs a courtesy and to help address some of the rock chips we painted the hood and the fender at no additional costThis also insured color matchThe truck also had a dent on the right rear door that we offered to fix at no additional costMr [redacted] then asked if we would paint his tailgate for free, which was not a part of the original repairAgain as a customer courtesy we agreed to paint the tailgate for no additional cost.Mr [redacted] then proceeded to stated that the vehicle should be striped and repainted; we tried to explain that is not a part of the refinishing processThe vehicle needed to be sanded down and repaintedBefore deciding on a time for the vehicle to be dropped off he requested that we just give him a gift certificate instead of having the truck repainted so that he could sell the truck and give the certificate to the new owner of the vehicleWe informed him that this is a warranty issue between himself and American Collision Center, Incand needed to be painted in order to honor the warrantyMr [redacted] also asked if we could do a complete color change, at no additional cost, again and I explained that we were only addressing the areas that the warranty covered and that the vehicle would not be completely repaintedWe did not only paint the parts that had an issue we painted four panels that we weren't required to do per our warranty.Once the vehicle was in the shop it was here for about daysThe standard time a vehicle is in the shop is based on labor hours per dayThis equates to business daysWhile Mr [redacted] ’s truck was in our shop he requested that we take it to the mechanics shop so they could check out some issues with his suspensionWe did that per his request and that obviously added to the time in the shop.He mentioned bringing his vehicle back for the door alignment when the vehicle was originally repairedThe truck was brought back in and the doors were aligned and completed to his satisfaction or he wouldn't have accepted his truck backThis is an older vehicle and the hinges wear out over timeThe doors are very heavy and will sag eventuallyI would also like to state that the air conditioning was recharged at no cost to the customer after the vehicle was here the first timeHe brought it back and stated that the air wasn't cold enoughRepainting a vehicle has nothing to do with the air conditionerAgain we did this extra request as a courtesyThere were several things done for free that the customer requested to be done when the vehicle was here the first time(Install custom front bumper and custom tail gate).Mr [redacted] stated the body repair failedI do not recall that ever being brought up in any of our conversationsThe area he is talking about failing shows metal torn and no body filler present, indicating no prior repairFiller would be present if we welded and repainted that areaThat is the side of the “failed body work”The type of damage present is not caused from a failed repair, it is new damage.In summery we feel that American Collision Center, Inchas honored its warranty and tried to go above and beyond to correct the situation as well as have a satisfied customerWe hope that this letter shows we have tried to go above and beyond to satisfy our paint warrantyWe never want a customer to be unsatisfiedWe would never have called the customer to pick up the vehicle if I didn't feel we did everything that was discussed originally.Sincerely, [redacted] Shop Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Our first visit was in October 2012, our agreement was to refurbish our Dodge Ram truck with Mr. Anderson the shop manager. The agreement included pulling out dents, repairing cracks to the rear wheel welds, installing a custom front bumper, and replacing the driver and passenger windows. These were all paid through labor costs.After the job was finished the first time, we had to take the truck back 2 or 3 times. The truck hood not closing right (not lined up right), another time the doors were not hung right and the 3rd time, the electric wiring in the door had been damaged and they had to repair. Finally as a courtesy Mr. Anderson, offered for all our troubles to refill our AC at no charge to us.In December 2014 we contacted American Collision that our paint was chipping and peeling. Paint chipping on top of hood and cab of truck, and paint peeling under the hood. Paint peeling on trim of truck, the side of truck. The issue of doors not hung right. The paint was rubbed off on the inside of door panels, which was never repainted. The previous repair to right rear wheel weld had re-broke, their repairs did not hold up. The passenger door latch screws were not properly secured as a result it scarred (the extended cab door).On my initial visit, I talked to the shop manager, [redacted] and she admitted that they had a bad premier they were using at the time our truck was painted. She also admitted that the painter at the time did not do quality work. She also admitted that our truck was not the only vehicle that needed to be repainted. At that time, I expressed my feelings about how many visits I had to make over and over and over again and it had become very frustrating. So her reply was they were under bad management at the time and had a bad painter. And this go around would be different because she had an excellent painter and she would personally make sure we were satisfied this time around. At this time we talked about repairing the dent on the rear passenger door, and painting the tailgate.From the time we dropped of our truck to 3 week later they still had not started working on our truck. She blamed losing a painter, losing an air compressor and going out of town for a week. So as a shop courtesy, she offered to cover the dent repair and painting the tailgate.At the end of the 4th week, I got a call that our truck is ready for pick up. So, we show up at the shop. Upon inspection, the peeling under hood was not repaired. The paint rubbing around door panels were not repaired. The paint by the rear bumper was not repaired. The cracking on the right rear wheel was not repaired only painted over. The scarring on the passenger door of the extended cab door latch was not repaired. Half of the top of cab appeared to be unfinished. The interior of truck was filthy, dusty with dirt from the truck windows being left down for who knows how long.And yes, I requested the truck to be repainted a different color to ensure that the truck was sanded and painted correctly. This is what I paid for in May of 2012.  This was not an insurance job this job was paid for out of pocket, which is on the receipt from American Collision #[redacted] for $3,507.19.We also have pictures to support our claims. We have attached a copy of the original estimate. In closing, we feel we have given this shop plenty of opportunities to do the job right. We do not wish to give them another chance to do anything with our truck. We simply would just like to get our money back.I have attached the supporting document for my claim, which is our estimate for our 2002 Dodge Ram Truck, which was inspected on 10/19/2012. The estimate was completed on 11/14/12.Regards,[redacted]

We would first like to thank you for the opportunity to address this issue. American Collision Center, Inc. takes pride in the work we perform and take every complaint seriously.The first time I spoke to Mr. [redacted] about his May 2012 repair, was in December 2014 regarding his concerns about his...

vehicle. Mr. [redacted] had previously call and spoke to the receptionist around the beginning of 2014 stating that there were some areas where the paint was peeling we asked him to bring the vehicle in so that we could inspect the vehicle and address his concerns. The truck was initially brought in by Mr. [redacted]s’ wife who stayed in the office the entire time as the truck was inspected by the manager and our painter. We did discover signs of peeling at the bottom of the bed side panels at the pinch welds and in the body lines of the front and back doors. Since Mr. [redacted]s’ wife came in we called Mr. [redacted] to ask him to bring the truck in personally to go over our findings and discuss his concerns. We agreed that there was indeed peeling on the vehicle. Mr. [redacted] then showed us rock chips on the hood and fenders. Those are not subject to our warranty and we tried to explain to him that the chips are a result of driving on city streets and dirt roads, like the dirt roads at his ranch where the vehicle is used. We scheduled Mr. [redacted]’s truck to come back into our shop to have the peeling issues corrected. As a courtesy and to help address some of the rock chips we painted the hood and the fender at no additional cost. This also insured color match. The truck also had a dent on the right rear door that we offered to fix at no additional cost. Mr. [redacted] then asked if we would paint his tailgate for free, which was not a part of the original repair. Again as a customer courtesy we agreed to paint the tailgate for no additional cost.Mr. [redacted] then proceeded to stated that the vehicle should be striped and repainted; we tried to explain that is not a part of the refinishing process. The vehicle needed to be sanded down and repainted. Before deciding on a time for the vehicle to be dropped off he requested that we just give him a gift certificate instead of having the truck repainted so that he could sell the truck and give the certificate to the new owner of the vehicle. We informed him that this is a warranty issue between himself and American Collision Center, Inc. and needed to be painted in order to honor the warranty. Mr. [redacted] also asked if we could do a complete color change, at no additional cost, again and I explained that we were only addressing the areas that the warranty covered and that the vehicle would not be completely repainted. We did not only paint the parts that had an issue we painted four panels that we weren't required to do per our warranty.Once the vehicle was in the shop it was here for about 30 days. The standard time a vehicle is in the shop is based on 4 labor hours per day. This equates to 18 business days. While Mr. [redacted]’s truck was in our shop he requested that we take it to the mechanics shop so they could check out some issues with his suspension. We did that per his request and that obviously added to the time in the shop.He mentioned bringing his vehicle back for the door alignment when the vehicle was originally repaired. The truck was brought back in and the doors were aligned and completed to his satisfaction or he wouldn't have accepted his truck back. This is an older vehicle and the hinges wear out over time. The doors are very heavy and will sag eventually. . I would also like to state that the air conditioning was recharged at no cost to the customer after the vehicle was here the first time. He brought it back and stated that the air wasn't cold enough. Repainting a vehicle has nothing to do with the air conditioner. Again we did this extra request as a courtesy. There were several things done for free that the customer requested to be done when the vehicle was here the first time. (Install custom front bumper and custom tail gate).Mr. [redacted] stated the body repair failed. I do not recall that ever being brought up in any of our conversations. The area he is talking about failing shows metal torn and no body filler present, indicating no prior repair. Filler would be present if we welded and repainted that area. That is the side of the “failed body work”. The type of damage present is not caused from a failed repair, it is new damage.In summery we feel that American Collision Center, Inc. has honored its warranty and tried to go above and beyond to correct the situation as well as have a satisfied customer. We hope that this letter shows we have tried to go above and beyond to satisfy our paint warranty. We never want a customer to be unsatisfied. We would never have called the customer to pick up the vehicle if I didn't feel we did everything that was discussed originally.Sincerely, [redacted]Shop Manager

We have reviewed the response from Mr. [redacted]. Per the invoice submitted by Mr. [redacted] the agreement was to have the outside of the 2002 Dodge R2500 refinished as well as to do some repairs to the right door and both bedsides. Mr. [redacted] stated that the job included installing a custom front bumper, however, the hours on the estimate to remove and install the front bumper is .5. That is the time to remove and install a standard bumper not a custom bumper. We were asked if we could install a different bumper and we told him that wouldn’t be a problem since the bumper had to come off anyways not knowing that it was a custom, heavy duty brush guard metal bumper. The custom bumper that was installed took approximately 3.0 hours to install. The technician had to customize the front with brackets to make it compatible with the fog lamps on the truck. The bumper was put on as a courtesy to the customer at no additional charge. It was also stated that the windows were part of our repair but replacing the windows was handled by Mr. [redacted]’s insurance company and an outside glass company. American Collision Center simply facilitated that being done while the vehicle was in the shop to minimize down time of the vehicle.After the repair and painting was complete the truck was brought back for some minor repairs, along with some additional work Mr. [redacted] requested, a couple of times. The first was November 21, 2012 when we replaced the antenna, antenna cable, and installed new mud flaps. These were all done at an additional cost to Mr. [redacted] as they were not part of the original repair or agreement. This was additional work not a failed repair or an error on American Collision Center’s part. The second time was November 27, 2012. This was to replace the fender liner that was also an additional repair and not related to the original repairs. Mr. [redacted] also stated that there was an electrical issue with the door that had to be repaired and that is incorrect. The door was not opening properly which was caused by a worn out door cable and a lock clip. These cables and clips were not removed during the repair process and over time do go bad from normal use. We did replace these parts during the time of the original repair and Mr. [redacted] paid for it as it was a result of wear and tear of the vehicle. We re- charged his air conditioning, which had nothing to do with our repair, but was done simply to be nice to a returning customer as we repaired his wife’s Explorer prior to ever working on his truck. As you can see Mr. [redacted] did keep coming back to get additional work done but not because of failed repairs. If you review the estimate submitted by Mr. [redacted] it will show the only thing that was paid for in regards to paint was the outside of the vehicle. When the vehicle was brought back to discuss the issues he had, he never mentioned the underside of the hood peeling. The underside of the hood was never paid to be refinished as shown on the invoice. The places on the truck that were pointed out, as a concern, were in the body lines of the bed and the doors, which were curved surfaces. When Mr. [redacted] talked to the manager, [redacted], she never spoke to the customer about bad product being used. She explained that American Collison Center was using a different product when his vehicle was in the shop the first time and that we had since switched to a different brand of paint. This basically meant that the paint code would have to be transferred from one paint manufacturer to another. It was explained that we would have our paint representative come out with their color match camera to analyze the color on his truck to insure the absolute best match possible. It was never said that there was bad primer used on his original repair. However, it was said that the truck was poorly prepped in those curved areas and that was what was causing the paint to peel in only those areas and not on the entire truck and that we have a new painter so poor prep work should not be an issue.When Mr. [redacted] dropped off the truck we told him it would be a couple weeks before it would be done due to the size of the truck and the amount of surface area that had to be prepped to be repainted. At no fault of anyone we did have our painter take time off work due to a family emergency where he had to go out of state. We also did have our compressor go out during this time. He is correct in saying we had issues with our painter and compressor. However we told Mr. [redacted] that the work had not begun and he was welcome to reschedule if needed and he said it was fine. He brought up some mechanical issues that he was having and couldn’t figure out and asked that the vehicle be looked at by the mechanic we use since we were unable to work on his truck at the time. We happily took it to the mechanic to diagnose the issues and relayed to Mr. [redacted] that there would be no charge to him for the diagnostic. We also painted the tailgate and fix the door dent as a courtesy for the additional time in the shop. This was acceptable compensation to Mr. [redacted] as the fee to do those three things would have been a couple hundred dollars had we not waived the cost as it was not related to the original repair.According to this letter he has additional issues that were never discussed with any of American Collision Center’s staff. The paint under the hood was never brought to our attention and was never paid to be painted. As we mentioned in our original response letter, over time the hinges go bad on doors, which can cause them to sag and the doors to rub. There is nothing that we can do to prevent this other than replacing the hinges on the vehicle. Again according to the original invoice, taking the doors off the hinges to paint the inside of the doors was never paid to be done. The top of the cab was never brought up by Mr. [redacted] so it was not repainted; there was no peeling or defects on it. The paint that was missing by the rear bumper was caused from the custom tailgate that Mr. [redacted] had installed, scratching the paint and not a warranty issue as we never installed or pained a tailgate when it was brought in originally. The windows were never rolled down and the dirt in the interior of the vehicle was present when the car was dropped off. This could have been from the customer driving on dirt roads with the windows down or working on a ranch as indicated by the bed full of dirt and hay. We go through the lot every evening and make sure windows are rolled up. There was no reason to have the windows rolled down we weren’t working on the truck and the windows have to be up when painting a vehicle or in would get in the truck. The vehicle was also washed before the customer picked it up and the interior was wiped down. We do not detail vehicles but we do make sure there is no bondo dust or compound from any of our repairs in or on the vehicle when it is picked up. Mr. [redacted] also claimed that he brought up the damage to the right bedside wheel well which is also inaccurate. Those damages were new and not a failed repair on our part. There was no flaking off bondo or broken welds which would indicate that a repair had been done in that exact spot previously instead there was a rip in the metal.In conclusion American Collision Center feels that everything that was warranty related has been taken care of to the full extent. We feel that we have gone above and beyond to make this customer happy throughout the entire repair process. We do not feel that a refund is justified.Sincerely,American Collision Center

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Our first visit was in October 2012, our agreement was to refurbish our Dodge Ram truck with Mr. Anderson the shop manager. The agreement included pulling out dents, repairing cracks to the rear wheel welds, installing a custom front bumper, and replacing the driver and passenger windows. These were all paid through labor costs.After the job was finished the first time, we had to take the truck back 2 or 3 times. The truck hood not closing right (not lined up right), another time the doors were not hung right and the 3rd time, the electric wiring in the door had been damaged and they had to repair. Finally as a courtesy Mr. Anderson, offered for all our troubles to refill our AC at no charge to us.In December 2014 we contacted American Collision that our paint was chipping and peeling. Paint chipping on top of hood and cab of truck, and paint peeling under the hood. Paint peeling on trim of truck, the side of truck. The issue of doors not hung right. The paint was rubbed off on the inside of door panels, which was never repainted. The previous repair to right rear wheel weld had re-broke, their repairs did not hold up. The passenger door latch screws were not properly secured as a result it scarred (the extended cab door).On my initial visit, I talked to the shop manager, [redacted] and she admitted that they had a bad premier they were using at the time our truck was painted. She also admitted that the painter at the time did not do quality work. She also admitted that our truck was not the only vehicle that needed to be repainted. At that time, I expressed my feelings about how many visits I had to make over and over and over again and it had become very frustrating. So her reply was they were under bad management at the time and had a bad painter. And this go around would be different because she had an excellent painter and she would personally make sure we were satisfied this time around. At this time we talked about repairing the dent on the rear passenger door, and painting the tailgate.From the time we dropped of our truck to 3 week later they still had not started working on our truck. She blamed losing a painter, losing an air compressor and going out of town for a week. So as a shop courtesy, she offered to cover the dent repair and painting the tailgate.At the end of the 4th week, I got a call that our truck is ready for pick up. So, we show up at the shop. Upon inspection, the peeling under hood was not repaired. The paint rubbing around door panels were not repaired. The paint by the rear bumper was not repaired. The cracking on the right rear wheel was not repaired only painted over. The scarring on the passenger door of the extended cab door latch was not repaired. Half of the top of cab appeared to be unfinished. The interior of truck was filthy, dusty with dirt from the truck windows being left down for who knows how long.And yes, I requested the truck to be repainted a different color to ensure that the truck was sanded and painted correctly. This is what I paid for in May of 2012.  This was not an insurance job this job was paid for out of pocket, which is on the receipt from American Collision #[redacted] for $3,507.19.We also have pictures to support our claims. We have attached a copy of the original estimate. In closing, we feel we have given this shop plenty of opportunities to do the job right. We do not wish to give them another chance to do anything with our truck. We simply would just like to get our money back.I have attached the supporting document for my claim, which is our estimate for our 2002 Dodge Ram Truck, which was inspected on 10/19/2012. The estimate was completed on 11/14/12.Regards,[redacted]

We have reviewed the response from Mr. [redacted]. Per the invoice submitted by Mr. [redacted] the agreement was to have the outside of the 2002 Dodge R2500 refinished as well as to do some repairs to the right door and both bedsides. Mr. [redacted] stated that the job included installing a custom front bumper, however, the hours on the estimate to remove and install the front bumper is .5. That is the time to remove and install a standard bumper not a custom bumper. We were asked if we could install a different bumper and we told him that wouldn’t be a problem since the bumper had to come off anyways not knowing that it was a custom, heavy duty brush guard metal bumper. The custom bumper that was installed took approximately 3.0 hours to install. The technician had to customize the front with brackets to make it compatible with the fog lamps on the truck. The bumper was put on as a courtesy to the customer at no additional charge. It was also stated that the windows were part of our repair but replacing the windows was handled by Mr. [redacted]’s insurance company and an outside glass company. American Collision Center simply facilitated that being done while the vehicle was in the shop to minimize down time of the vehicle.After the repair and painting was complete the truck was brought back for some minor repairs, along with some additional work Mr. [redacted] requested, a couple of times. The first was November 21, 2012 when we replaced the antenna, antenna cable, and installed new mud flaps. These were all done at an additional cost to Mr. [redacted] as they were not part of the original repair or agreement. This was additional work not a failed repair or an error on American Collision Center’s part. The second time was November 27, 2012. This was to replace the fender liner that was also an additional repair and not related to the original repairs. Mr. [redacted] also stated that there was an electrical issue with the door that had to be repaired and that is incorrect. The door was not opening properly which was caused by a worn out door cable and a lock clip. These cables and clips were not removed during the repair process and over time do go bad from normal use. We did replace these parts during the time of the original repair and Mr. [redacted] paid for it as it was a result of wear and tear of the vehicle. We re- charged his air conditioning, which had nothing to do with our repair, but was done simply to be nice to a returning customer as we repaired his wife’s Explorer prior to ever working on his truck. As you can see Mr. [redacted] did keep coming back to get additional work done but not because of failed repairs. If you review the estimate submitted by Mr. [redacted] it will show the only thing that was paid for in regards to paint was the outside of the vehicle. When the vehicle was brought back to discuss the issues he had, he never mentioned the underside of the hood peeling. The underside of the hood was never paid to be refinished as shown on the invoice. The places on the truck that were pointed out, as a concern, were in the body lines of the bed and the doors, which were curved surfaces. When Mr. [redacted] talked to the manager, [redacted], she never spoke to the customer about bad product being used. She explained that American Collison Center was using a different product when his vehicle was in the shop the first time and that we had since switched to a different brand of paint. This basically meant that the paint code would have to be transferred from one paint manufacturer to another. It was explained that we would have our paint representative come out with their color match camera to analyze the color on his truck to insure the absolute best match possible. It was never said that there was bad primer used on his original repair. However, it was said that the truck was poorly prepped in those curved areas and that was what was causing the paint to peel in only those areas and not on the entire truck and that we have a new painter so poor prep work should not be an issue.When Mr. [redacted] dropped off the truck we told him it would be a couple weeks before it would be done due to the size of the truck and the amount of surface area that had to be prepped to be repainted. At no fault of anyone we did have our painter take time off work due to a family emergency where he had to go out of state. We also did have our compressor go out during this time. He is correct in saying we had issues with our painter and compressor. However we told Mr. [redacted] that the work had not begun and he was welcome to reschedule if needed and he said it was fine. He brought up some mechanical issues that he was having and couldn’t figure out and asked that the vehicle be looked at by the mechanic we use since we were unable to work on his truck at the time. We happily took it to the mechanic to diagnose the issues and relayed to Mr. [redacted] that there would be no charge to him for the diagnostic. We also painted the tailgate and fix the door dent as a courtesy for the additional time in the shop. This was acceptable compensation to Mr. [redacted] as the fee to do those three things would have been a couple hundred dollars had we not waived the cost as it was not related to the original repair.According to this letter he has additional issues that were never discussed with any of American Collision Center’s staff. The paint under the hood was never brought to our attention and was never paid to be painted. As we mentioned in our original response letter, over time the hinges go bad on doors, which can cause them to sag and the doors to rub. There is nothing that we can do to prevent this other than replacing the hinges on the vehicle. Again according to the original invoice, taking the doors off the hinges to paint the inside of the doors was never paid to be done. The top of the cab was never brought up by Mr. [redacted] so it was not repainted; there was no peeling or defects on it. The paint that was missing by the rear bumper was caused from the custom tailgate that Mr. [redacted] had installed, scratching the paint and not a warranty issue as we never installed or pained a tailgate when it was brought in originally. The windows were never rolled down and the dirt in the interior of the vehicle was present when the car was dropped off. This could have been from the customer driving on dirt roads with the windows down or working on a ranch as indicated by the bed full of dirt and hay. We go through the lot every evening and make sure windows are rolled up. There was no reason to have the windows rolled down we weren’t working on the truck and the windows have to be up when painting a vehicle or in would get in the truck. The vehicle was also washed before the customer picked it up and the interior was wiped down. We do not detail vehicles but we do make sure there is no bondo dust or compound from any of our repairs in or on the vehicle when it is picked up. Mr. [redacted] also claimed that he brought up the damage to the right bedside wheel well which is also inaccurate. Those damages were new and not a failed repair on our part. There was no flaking off bondo or broken welds which would indicate that a repair had been done in that exact spot previously instead there was a rip in the metal.In conclusion American Collision Center feels that everything that was warranty related has been taken care of to the full extent. We feel that we have gone above and beyond to make this customer happy throughout the entire repair process. We do not feel that a refund is justified.Sincerely,American Collision Center

We would first like to thank you for the opportunity to address this issue. American Collision Center, Inc. takes pride in the work we perform and take every complaint seriously.The first time I spoke to Mr. [redacted] about his May 2012 repair, was in December 2014 regarding his concerns about...

his vehicle. Mr. [redacted] had previously call and spoke to the receptionist around the beginning of 2014 stating that there were some areas where the paint was peeling we asked him to bring the vehicle in so that we could inspect the vehicle and address his concerns. The truck was initially brought in by Mr. [redacted]s’ wife who stayed in the office the entire time as the truck was inspected by the manager and our painter. We did discover signs of peeling at the bottom of the bed side panels at the pinch welds and in the body lines of the front and back doors. Since Mr. [redacted]s’ wife came in we called Mr. [redacted] to ask him to bring the truck in personally to go over our findings and discuss his concerns. We agreed that there was indeed peeling on the vehicle. Mr. [redacted] then showed us rock chips on the hood and fenders. Those are not subject to our warranty and we tried to explain to him that the chips are a result of driving on city streets and dirt roads, like the dirt roads at his ranch where the vehicle is used. We scheduled Mr. [redacted]’s truck to come back into our shop to have the peeling issues corrected. As a courtesy and to help address some of the rock chips we painted the hood and the fender at no additional cost. This also insured color match. The truck also had a dent on the right rear door that we offered to fix at no additional cost. Mr. [redacted] then asked if we would paint his tailgate for free, which was not a part of the original repair. Again as a customer courtesy we agreed to paint the tailgate for no additional cost.Mr. [redacted] then proceeded to stated that the vehicle should be striped and repainted; we tried to explain that is not a part of the refinishing process. The vehicle needed to be sanded down and repainted. Before deciding on a time for the vehicle to be dropped off he requested that we just give him a gift certificate instead of having the truck repainted so that he could sell the truck and give the certificate to the new owner of the vehicle. We informed him that this is a warranty issue between himself and American Collision Center, Inc. and needed to be painted in order to honor the warranty. Mr. [redacted] also asked if we could do a complete color change, at no additional cost, again and I explained that we were only addressing the areas that the warranty covered and that the vehicle would not be completely repainted. We did not only paint the parts that had an issue we painted four panels that we weren't required to do per our warranty.Once the vehicle was in the shop it was here for about 30 days. The standard time a vehicle is in the shop is based on 4 labor hours per day. This equates to 18 business days. While Mr. [redacted]’s truck was in our shop he requested that we take it to the mechanics shop so they could check out some issues with his suspension. We did that per his request and that obviously added to the time in the shop.He mentioned bringing his vehicle back for the door alignment when the vehicle was originally repaired. The truck was brought back in and the doors were aligned and completed to his satisfaction or he wouldn't have accepted his truck back. This is an older vehicle and the hinges wear out over time. The doors are very heavy and will sag eventually. . I would also like to state that the air conditioning was recharged at no cost to the customer after the vehicle was here the first time. He brought it back and stated that the air wasn't cold enough. Repainting a vehicle has nothing to do with the air conditioner. Again we did this extra request as a courtesy. There were several things done for free that the customer requested to be done when the vehicle was here the first time. (Install custom front bumper and custom tail gate).Mr. [redacted] stated the body repair failed. I do not recall that ever being brought up in any of our conversations. The area he is talking about failing shows metal torn and no body filler present, indicating no prior repair. Filler would be present if we welded and repainted that area. That is the side of the “failed body work”. The type of damage present is not caused from a failed repair, it is new damage.In summery we feel that American Collision Center, Inc. has honored its warranty and tried to go above and beyond to correct the situation as well as have a satisfied customer. We hope that this letter shows we have tried to go above and beyond to satisfy our paint warranty. We never want a customer to be unsatisfied. We would never have called the customer to pick up the vehicle if I didn't feel we did everything that was discussed originally.Sincerely, [redacted]Shop Manager

Such a great company. They did a amazing job you couldn't even tell there was a accident. Great customer service and very fast.

Review: Issue on paint work for our truck.

1st visit the shop didn't do correct paint job. Paint started chipping and pealing. Also body repairs, that were competed did not hold up. An example is the right rear wheel weld. Repairs cracked again. We also had to take the truck back because the driver and passenger door were not hung correctly, this was an ongoing problem we had for a couple months.

2nd visit,we agreed that they would strip the paint, and redo whole paint job from striping paint, sanding and repaint the entire truck. This was agreed upon with the manager and myself. And I pointed out all the problem areas with the manager and what needed to get repaired. And how it was going to be handled, by redoing the entire paint job.

From the original start of repairs to now, we have been taking the truck back for different problems that were not handled correctly.Desired Settlement: We are requesting the full refund of $3,507.19 back from invoice #[redacted] for our paint job so we can have it done correctly. We would like to be compensated for a job that was not agreed upon. The shop had our truck for a month. We would like to be compensated for not having our truck during this time and for work that was not completed. Because during this time they did not do the work that was agreed upon with the manager of the stop and myself.

This last time we went to pick up our vehicle, it was not cleaned out, such as vacuumed out, the inside of truck was very dusty. The truck was washed but only the sides were washed, but the top of the cap was not washed.

Business

Response:

We would first like to thank you for the opportunity to address this issue. American Collision Center, Inc. takes pride in the work we perform and take every complaint seriously.The first time I spoke to Mr. [redacted] about his May 2012 repair, was in December 2014 regarding his concerns about his vehicle. Mr. [redacted] had previously call and spoke to the receptionist around the beginning of 2014 stating that there were some areas where the paint was peeling we asked him to bring the vehicle in so that we could inspect the vehicle and address his concerns. The truck was initially brought in by Mr. [redacted]s’ wife who stayed in the office the entire time as the truck was inspected by the manager and our painter. We did discover signs of peeling at the bottom of the bed side panels at the pinch welds and in the body lines of the front and back doors. Since Mr. [redacted]s’ wife came in we called Mr. [redacted] to ask him to bring the truck in personally to go over our findings and discuss his concerns. We agreed that there was indeed peeling on the vehicle. Mr. [redacted] then showed us rock chips on the hood and fenders. Those are not subject to our warranty and we tried to explain to him that the chips are a result of driving on city streets and dirt roads, like the dirt roads at his ranch where the vehicle is used. We scheduled Mr. [redacted]’s truck to come back into our shop to have the peeling issues corrected. As a courtesy and to help address some of the rock chips we painted the hood and the fender at no additional cost. This also insured color match. The truck also had a dent on the right rear door that we offered to fix at no additional cost. Mr. [redacted] then asked if we would paint his tailgate for free, which was not a part of the original repair. Again as a customer courtesy we agreed to paint the tailgate for no additional cost.Mr. [redacted] then proceeded to stated that the vehicle should be striped and repainted; we tried to explain that is not a part of the refinishing process. The vehicle needed to be sanded down and repainted. Before deciding on a time for the vehicle to be dropped off he requested that we just give him a gift certificate instead of having the truck repainted so that he could sell the truck and give the certificate to the new owner of the vehicle. We informed him that this is a warranty issue between himself and American Collision Center, Inc. and needed to be painted in order to honor the warranty. Mr. [redacted] also asked if we could do a complete color change, at no additional cost, again and I explained that we were only addressing the areas that the warranty covered and that the vehicle would not be completely repainted. We did not only paint the parts that had an issue we painted four panels that we weren't required to do per our warranty.Once the vehicle was in the shop it was here for about 30 days. The standard time a vehicle is in the shop is based on 4 labor hours per day. This equates to 18 business days. While Mr. [redacted]’s truck was in our shop he requested that we take it to the mechanics shop so they could check out some issues with his suspension. We did that per his request and that obviously added to the time in the shop.He mentioned bringing his vehicle back for the door alignment when the vehicle was originally repaired. The truck was brought back in and the doors were aligned and completed to his satisfaction or he wouldn't have accepted his truck back. This is an older vehicle and the hinges wear out over time. The doors are very heavy and will sag eventually. . I would also like to state that the air conditioning was recharged at no cost to the customer after the vehicle was here the first time. He brought it back and stated that the air wasn't cold enough. Repainting a vehicle has nothing to do with the air conditioner. Again we did this extra request as a courtesy. There were several things done for free that the customer requested to be done when the vehicle was here the first time. (Install custom front bumper and custom tail gate).Mr. [redacted] stated the body repair failed. I do not recall that ever being brought up in any of our conversations. The area he is talking about failing shows metal torn and no body filler present, indicating no prior repair. Filler would be present if we welded and repainted that area. That is the side of the “failed body work”. The type of damage present is not caused from a failed repair, it is new damage.In summery we feel that American Collision Center, Inc. has honored its warranty and tried to go above and beyond to correct the situation as well as have a satisfied customer. We hope that this letter shows we have tried to go above and beyond to satisfy our paint warranty. We never want a customer to be unsatisfied. We would never have called the customer to pick up the vehicle if I didn't feel we did everything that was discussed originally.Sincerely, [redacted]Shop Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Our first visit was in October 2012, our agreement was to refurbish our Dodge Ram truck with Mr. Anderson the shop manager. The agreement included pulling out dents, repairing cracks to the rear wheel welds, installing a custom front bumper, and replacing the driver and passenger windows. These were all paid through labor costs.After the job was finished the first time, we had to take the truck back 2 or 3 times. The truck hood not closing right (not lined up right), another time the doors were not hung right and the 3rd time, the electric wiring in the door had been damaged and they had to repair. Finally as a courtesy Mr. Anderson, offered for all our troubles to refill our AC at no charge to us.In December 2014 we contacted American Collision that our paint was chipping and peeling. Paint chipping on top of hood and cab of truck, and paint peeling under the hood. Paint peeling on trim of truck, the side of truck. The issue of doors not hung right. The paint was rubbed off on the inside of door panels, which was never repainted. The previous repair to right rear wheel weld had re-broke, their repairs did not hold up. The passenger door latch screws were not properly secured as a result it scarred (the extended cab door).On my initial visit, I talked to the shop manager, [redacted] and she admitted that they had a bad premier they were using at the time our truck was painted. She also admitted that the painter at the time did not do quality work. She also admitted that our truck was not the only vehicle that needed to be repainted. At that time, I expressed my feelings about how many visits I had to make over and over and over again and it had become very frustrating. So her reply was they were under bad management at the time and had a bad painter. And this go around would be different because she had an excellent painter and she would personally make sure we were satisfied this time around. At this time we talked about repairing the dent on the rear passenger door, and painting the tailgate.From the time we dropped of our truck to 3 week later they still had not started working on our truck. She blamed losing a painter, losing an air compressor and going out of town for a week. So as a shop courtesy, she offered to cover the dent repair and painting the tailgate.At the end of the 4th week, I got a call that our truck is ready for pick up. So, we show up at the shop. Upon inspection, the peeling under hood was not repaired. The paint rubbing around door panels were not repaired. The paint by the rear bumper was not repaired. The cracking on the right rear wheel was not repaired only painted over. The scarring on the passenger door of the extended cab door latch was not repaired. Half of the top of cab appeared to be unfinished. The interior of truck was filthy, dusty with dirt from the truck windows being left down for who knows how long.And yes, I requested the truck to be repainted a different color to ensure that the truck was sanded and painted correctly. This is what I paid for in May of 2012. This was not an insurance job this job was paid for out of pocket, which is on the receipt from American Collision #[redacted] for $3,507.19.We also have pictures to support our claims. We have attached a copy of the original estimate. In closing, we feel we have given this shop plenty of opportunities to do the job right. We do not wish to give them another chance to do anything with our truck. We simply would just like to get our money back.I have attached the supporting document for my claim, which is our estimate for our 2002 Dodge Ram Truck, which was inspected on 10/19/2012. The estimate was completed on 11/14/12.Regards,[redacted]

Business

Response:

We have reviewed the response from Mr. [redacted]. Per the invoice submitted by Mr. [redacted] the agreement was to have the outside of the 2002 Dodge R2500 refinished as well as to do some repairs to the right door and both bedsides. Mr. [redacted] stated that the job included installing a custom front bumper, however, the hours on the estimate to remove and install the front bumper is .5. That is the time to remove and install a standard bumper not a custom bumper. We were asked if we could install a different bumper and we told him that wouldn’t be a problem since the bumper had to come off anyways not knowing that it was a custom, heavy duty brush guard metal bumper. The custom bumper that was installed took approximately 3.0 hours to install. The technician had to customize the front with brackets to make it compatible with the fog lamps on the truck. The bumper was put on as a courtesy to the customer at no additional charge. It was also stated that the windows were part of our repair but replacing the windows was handled by Mr. [redacted]’s insurance company and an outside glass company. American Collision Center simply facilitated that being done while the vehicle was in the shop to minimize down time of the vehicle.After the repair and painting was complete the truck was brought back for some minor repairs, along with some additional work Mr. [redacted] requested, a couple of times. The first was November 21, 2012 when we replaced the antenna, antenna cable, and installed new mud flaps. These were all done at an additional cost to Mr. [redacted] as they were not part of the original repair or agreement. This was additional work not a failed repair or an error on American Collision Center’s part. The second time was November 27, 2012. This was to replace the fender liner that was also an additional repair and not related to the original repairs. Mr. [redacted] also stated that there was an electrical issue with the door that had to be repaired and that is incorrect. The door was not opening properly which was caused by a worn out door cable and a lock clip. These cables and clips were not removed during the repair process and over time do go bad from normal use. We did replace these parts during the time of the original repair and Mr. [redacted] paid for it as it was a result of wear and tear of the vehicle. We re- charged his air conditioning, which had nothing to do with our repair, but was done simply to be nice to a returning customer as we repaired his wife’s Explorer prior to ever working on his truck. As you can see Mr. [redacted] did keep coming back to get additional work done but not because of failed repairs. If you review the estimate submitted by Mr. [redacted] it will show the only thing that was paid for in regards to paint was the outside of the vehicle. When the vehicle was brought back to discuss the issues he had, he never mentioned the underside of the hood peeling. The underside of the hood was never paid to be refinished as shown on the invoice. The places on the truck that were pointed out, as a concern, were in the body lines of the bed and the doors, which were curved surfaces. When Mr. [redacted] talked to the manager, [redacted], she never spoke to the customer about bad product being used. She explained that American Collison Center was using a different product when his vehicle was in the shop the first time and that we had since switched to a different brand of paint. This basically meant that the paint code would have to be transferred from one paint manufacturer to another. It was explained that we would have our paint representative come out with their color match camera to analyze the color on his truck to insure the absolute best match possible. It was never said that there was bad primer used on his original repair. However, it was said that the truck was poorly prepped in those curved areas and that was what was causing the paint to peel in only those areas and not on the entire truck and that we have a new painter so poor prep work should not be an issue.When Mr. [redacted] dropped off the truck we told him it would be a couple weeks before it would be done due to the size of the truck and the amount of surface area that had to be prepped to be repainted. At no fault of anyone we did have our painter take time off work due to a family emergency where he had to go out of state. We also did have our compressor go out during this time. He is correct in saying we had issues with our painter and compressor. However we told Mr. [redacted] that the work had not begun and he was welcome to reschedule if needed and he said it was fine. He brought up some mechanical issues that he was having and couldn’t figure out and asked that the vehicle be looked at by the mechanic we use since we were unable to work on his truck at the time. We happily took it to the mechanic to diagnose the issues and relayed to Mr. [redacted] that there would be no charge to him for the diagnostic. We also painted the tailgate and fix the door dent as a courtesy for the additional time in the shop. This was acceptable compensation to Mr. [redacted] as the fee to do those three things would have been a couple hundred dollars had we not waived the cost as it was not related to the original repair.According to this letter he has additional issues that were never discussed with any of American Collision Center’s staff. The paint under the hood was never brought to our attention and was never paid to be painted. As we mentioned in our original response letter, over time the hinges go bad on doors, which can cause them to sag and the doors to rub. There is nothing that we can do to prevent this other than replacing the hinges on the vehicle. Again according to the original invoice, taking the doors off the hinges to paint the inside of the doors was never paid to be done. The top of the cab was never brought up by Mr. [redacted] so it was not repainted; there was no peeling or defects on it. The paint that was missing by the rear bumper was caused from the custom tailgate that Mr. [redacted] had installed, scratching the paint and not a warranty issue as we never installed or pained a tailgate when it was brought in originally. The windows were never rolled down and the dirt in the interior of the vehicle was present when the car was dropped off. This could have been from the customer driving on dirt roads with the windows down or working on a ranch as indicated by the bed full of dirt and hay. We go through the lot every evening and make sure windows are rolled up. There was no reason to have the windows rolled down we weren’t working on the truck and the windows have to be up when painting a vehicle or in would get in the truck. The vehicle was also washed before the customer picked it up and the interior was wiped down. We do not detail vehicles but we do make sure there is no bondo dust or compound from any of our repairs in or on the vehicle when it is picked up. Mr. [redacted] also claimed that he brought up the damage to the right bedside wheel well which is also inaccurate. Those damages were new and not a failed repair on our part. There was no flaking off bondo or broken welds which would indicate that a repair had been done in that exact spot previously instead there was a rip in the metal.In conclusion American Collision Center feels that everything that was warranty related has been taken care of to the full extent. We feel that we have gone above and beyond to make this customer happy throughout the entire repair process. We do not feel that a refund is justified.Sincerely,American Collision Center

I had some front bumper damage and a pretty good sized dent in the hood of my extremely lowered/custom 2012 VW Golf R. I took my car in to [redacted] to get and estimate and spoke with her body guy and painter to see what they could do as I'm extremely picky with my cars. After getting comfortable with the repairs they were going to do and what they felt needed to be replaced, I decided to ask them to do some additional custom work to my front bumper. They gave me an estimate I was happy with and I left the car with them. They kept me informed of anything additional (and even that was only one part that I didn't expect to be broken) and the progress. The only issue that came up was a product problem directly related to the custom work I had them do and they made sure it was perfect before returning the car. [redacted] even stated she didn't feel the color was quite perfect when they finished and they resprayed it again. They even repaired a few blemishes that we hadn't discussed and even checked in a few months later to make sure there were no issues with the custom work! Asked me to let them know if there ever was and they'd take care of it! I've had the car repaired at other VW 'specialist' body shops and their work didn't come out this well! I'd definitely recommend ACC for any repair work you're looking to have done.

Great customer service followed by great work. I've taken all of my vehicles to be cared for here regardless of the distance from home because they do an amazing job!

Helpful, flexible staff. Body guys that know their stuff. Worked around my schedule. Good price on parts.

I took my 2013 Charger in to get the hood, roof and trunk repainted (black). I was given a quote on the cost and time frame for the paint job. When I got my car back I was amazed at how good it looked. The paint was perfectly matched and looked showroom new. A few days after having my car back I received a call from American Collision. The owner/manager explained to me that I had been accidentally over charged for the work on my car. I was refunded $495 that day. The workmanship at American Collision is remarkable. What is even more remarkable and completely blew me away, was the integrity of this company. I would recommend American Collision to anyone who needs body and paint work done on a vehicle.