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Baugh Auto Body and Truck Repair, Inc.

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Reviews Baugh Auto Body and Truck Repair, Inc.

Baugh Auto Body and Truck Repair, Inc. Reviews (2)

Review: I HAVE HAD NUMEROUS PROBLEMS WITH [redacted] WHO HAS ON TWO SEPERATE OCCASSIONS HAS NOT FIXED MY CAR UP TO STANDARD! THE FIRST TIME HE REPAIRED MY CAR IN JULY 2010 AND WHICH I HAD TO HAVE MY CAR RE REPAIRED OVER 8-10 TIMES BECAUSE OF THE POOR WORKMANSHIP. I HAD TO BE WITH OUT MY CAR NUMEROUS TIMES AND WAS NEVER REALLY SATISFIED. I WAS FOOLISH BECAUSE I KNOW NOT ALOT OF PEOPLE IN AREA THAT I FELT GOOD GUIDE TO ANOTHER SHOP AFTER MY 2013/12 ACCIDENT . SO ME THE FOOL TOOK IT BACK TO BAUGH AUTO BODY A SECIND TIME FOR A COMPLETELY DIFFERENT ACCIDENT WHICJH OCCURED IN THE REAR END AND DRIVERS SIDE OF MY CAR. I FELT THAT AFTER ALL I HAD BEEN THROUGH WITH HIM THAT HE WOULD DO RIGHT BY ME! WELL SORRY T O SAY SHORTLY AFTER HE DELIVERED MY CAR BACK TO ME AT THE END OF JANUARY 2014. I HAD TO TAKE THE CAR BACK TO BE RE REPAIRED AGAIN AND HE GOT ME A RENTAL CAR SO THEY COULD DO WAS THE RIGHT THING TO BRING THE CAR BACK TO QUALITY REPAIRS. Iwas wrong! I was fed up. I HAD ALOT GOING ON AND I WAS DREADING TAKING MY CAR BACK ONCE AGAIN TO BE REPAIRED BY [redacted] BECAUSE I FEEL THE EMPLOYEES IN HIS SHOP ARE NOT TREATING ME WELL AND FOLLOWING THROUGH WITH THE WARRANTY OF THE REPAIRS OF THE LIFETIME OF THE CAR IN MY OWNERSHIP! [redacted] HAS REFUSED ON NUMEROUS OCCASSIONS T O RESPOND TO ME AND [redacted] INSURANCE COMPANTY REGARDING HIS AS THEY PUT IT POOR CRAFTSMANSHIP! HE FINALLY MET WITH ME AFTER I WAS LUCKY ENOUGH TO FIND A SHOP TO SHOW ME LL THAT WAS DONE IMPROPERLY. THEY WENT ABOVE AND BEYONG AND GAVE ME ALL OF THE REPAIRS THAT WERE DONE IMPROPERLY AND FAULTY! THEY HAD NOTHING TO GAIN NOT FINACIALLY AT ALL. THEY DID IT BECAUSE [redacted] DOES NOT HAVE A GOOD REPUTATION AND NOW I KNOW WHY! HE IS TAKING OUT ON ME THAT I WANT MY CAR FIXED PROPERLY LIKE MY EXPECTATION ARE WRONG AND THAT I AM ASKING FOR TOO MUCH . [redacted] WAS PAID EXPEDITIOUSLY BT MYSELF AND [redacted] AND I HAVE ASKED [redacted] TO DO THE SAME AND NOW HE IS CALLLING ME ALIAR AND SAYING THAT HE WILL NOT FIX MY CAR BECAUSE HE IS LYING AND SAYING THAT I HA DAMAGE OCCUR AND THAT MAKES THE WARRANTY VOID. TRUST ME IF I DID I WOULD OF LOVED TO HAVE ANOTHER SHPOP REPAIR BECAUSE I AM NEVER TAKING MY CAR TO HIM AGAIN. I CAN ASSURE YOU THAT I HAD NO NEW BACK END DAMGE IT IS STILL THE RESULTS OF THE FAULTY /SHOTTY REPAIRS! THE BODY SHOPS THAT HAVE LOOKED AT MY CAR HAVE SAID THEY WILL NOT GO IN BEHIND HIS POOR WORKMANSHIP BECAUSE THEY DONT WANT THER ATTACHED TO AND WILL NOT WARRANTY AFTER SUCH POOR WORK! THESE SHOPS WERE NICE ENOUGH TO DO FOR ME AS LONG AS I PROMISED TO USE THERE NAME BECAUSE THEY WANTED TO AVOID ANY LEGAL ISSUES WITH BAUGHS SHOP! I AM WORRIED THAT I WILL NOT BE ABLE TO FIND ANYONE TO PROPERLY FIX THE CAR. I HAVE DOCUMENTATION FROM [redacted] THAT SHOWS PARTIALLY WHAT WAS NOT REPAIRED PROPERLY AND I AM GOING TO SET UP A MEETING WITH A SHOP THAT IS WILLING TO GIVE ME A FAIR ESTIMATE. SO I HAVE PROOF OF THE POOR WORK! I ALSO HAVE HAD AN COLLISION SHOP EXPERT DO A OFF THE RECORD ESTIMATE AS TO WHY I MENTIONED EARLIER! I AM PERPLEXED AND VERY UPSET THAT I AM BEING CALLED ALIAR AND [redacted] AGREED LAST WEDS TO KINDA FIX MY CAR BUT I SAID I WANTED T O BE SHOWN ON PAPER AND WHEN THE CAR WAS TAKEN APART SO I CAN HAVE A BETTER UNDERSTANDING AS TO WHAT EXACTLY WAS DONE IMPROPERLY!! I CACANT BELIEVE THAT HE IS CALLING ME ALIAR AND TRYING TO SHIRK HIS RESPONSIBILTY AND NOT FOLLOW THROUGH WITH HIS WARRANTY! HE WAS PAID AND I WANT MY CAR DONE RIGHT! ALSO WHEN MY CAR SUFFERED ONLY FRONT END DAMAGE FROM CAR BEING STOLEN BACK IN MAY 2014 THATS WHEN THE BODY SHOP TOOK PICTURES ABOVE AND BELOW MY CAR SHOWING WHAT WAS WRONG AND WHAT I ALREADY KNEW BUT THEY JUST CONFIRMED IT.! I HAVE DREADED TAKING MY CAR BACK THERE BUT I CANT FIND SOMEONE ELSE TO FIX MY CAR NOR DO IFEELI SHOULD HAVE TO HIM TWICE FOR WHAT HE MESSED UP. ALSO [redacted] FEELS STRONGLY THAT THEY WILL NOT PAY HIM TWO TIMES AS WELL! PLEASE HELP ME PLEASE I AM TRYING TO RECOVER FROM MY SURGERY AFTER AND HEAL AND GET BACK TO WORK AND BE STRESS FREE.Desired Settlement: I WANT MY CAR FIXED AND WHATEVER MONIES IS NEEDED TO BRING UP TO STANDARD I WANT DONE! AFTER ALL THIS I FEEL AFTER BEING CALLED A LIAR AND BEING ACCUSED OF HAVING SOME OTHER INCIDET OCCURED TO MY CAR , I DO NOT TRUST HIM OR ANY ONE AT HIS SHOP! I WANT MY CAR RIGHT HE HAS ALREADY CAUSEDTHE VALUE OF MY CAR TO DECREASED GREATLY! I ALSO AM JUST NOT SURE THAT HE WILL BE COPLIANT AND HONOR HIS WARRANTY. I HAVE PROOF TO SUPPORT ALL MY PRIOR POINTS/FACTS BROUGHT UP! I ALSO HAVE PICTURES AND I CAN GET ANY SUPPORTING INFORMATION FROM [redacted] TO SUPPORT THIS! IF HE WERE TO FIX MY CAR I WOULD WANT HIM TO DO EVERYTHING NEEDE TO REPAIR CAR AS IT SHOULD BE DONE. I DO NOT WANT TO HAVE TO HIRE AN ATTORNEY AND TAKE LEGAL PROCEEDINGAND OR REPORT HIM TO CHANNEL TWELVE AND BRING MY COMPLAINTS IN A UGLY WAY . I JUST WANT TO BE TREATED FAIRLY! PLEASE HELP ME I AM DESPERATE. ALSO I HAVE HAD NO BACKEND DAMAGE OTHER THAN WHAT OCCURED ON 12/23/13. THE CAR FAXS ON MY CAR WILL SUPPORT THAT AND I AM NOT THE TYPE TO WALK AROUND WITH DAMAGE AND NOT REPORT TO MY INSURANC COMPANY THAT I PAY OVER 1600.00 DOLLARS AMONTH TOO! THATS WHAT MY COVERAGE IS FOR .... THANK YOU VERY MUCH!

Business

Response:

Thank you for bringing this matter to our attention. Baugh Auto Body strives to treat every customer like a member of our own family. As such, we take any repair concerns seriously. It is a company practice here to take the time to address any repair concerns with our customers and to review with the owner as necessary. In this particular case, Baugh Auto Body has taken the time on several occasions to address [redacted]' concerns. Below is a detailed timeline of events stating our postion with this complaint.

1) 12/23/13- Car brought in for repairs, inspected by our quality control dept., and delivered to [redacted] on 1/28/14

2) [redacted] called in February to say the repairs from 12/23/13 were unsatisfactory. She advised that the rear bumper was cracked, the trunk lid was not adjusted and the rear bumper was not aligned properly. These concerns were addressed, and [redacted] inspected the vehicle with [redacted] and took delivery on 2/25/14.

3) [redacted] received several emails from [redacted] beginning 7/25/14. [redacted] advised she still had some concerns about the repairs that were completed back on 1/28/14 and then re-inspected on 2/25/14. Photos of the rear end of the vehicle were emailed to [redacted]. In revieiwng the photos, it is [redacted]'s position that the vehicle had been repaired/damaged since the repairs were inspected on 2//25/14.

However, [redacted] agreed, once again, to review [redacted]' concerns in person.He set up an agreed upon time with her for 7/28/14 to re-review the repairs and drop off the vehicle to correct her issues. [redacted] missed the appointment on this day and emailed later that day to reschedule. [redacted] rescheduled a repair appointment with [redacted] on 7/30/14. A rental reservation was made at [redacted] and a rental vehicle was made available for [redacted] that day. When she arrived, [redacted] refused to sign our neccesary paperwork authorizing us to inspect the vehicle. She was rude, uncooperative and abusive. [redacted] also did not cooperate with the rental representative. She refused to pay for any gas in the rental or sign any necessary rental documents.

4) [redacted] was not given the chance to physically inspect the vehicle on 7/30/14. He then took the position from reviewing [redacted]' emailed photos that her problems were not caused by Baugh Auto Body. He advised her of this via email on 7/30/14.

5) In researching the history to this vehicle, it was discovered that this vehicle was reported stolen on 5/5/14. The Car Fax report notating this is attached to this file.

6) Furthermore, it was discovered that [redacted] received monetary compensation from [redacted] in the amount of $410.81 on 6/27/14 for unrelated prior damage to the rear end of the vehicle. The estimate addresses the sames issues [redacted] brought to our attention on 7/25/14, and again on 7/30/14 when we made an appointment for her.

Therefore, it is Baugh auto Body's position that:

1) The vehicle concerns [redacted] brought to our attention on 7/25/14 were not caused by Baugh Auto Body

2) [redacted] rendered Baugh Auto Body incapable of assisting her due to the abusive, uncooperative treatment we received at her appointment on 7/30/14

3) [redacted] has been monetarily compensated for her concerns with the rear end of the vehicle from Progressive

4) The Car Fax history report lists the vehicle as stolen on 5/5/14- any damage caused by this loss is unknown

Baugh Auto Body truly appreciates all of our customers and regrets that [redacted] is unhappy with our services.

Review: I took my [redacted] to Baugh Auto in October 2013, to have the panel below the passenger door repaired, on a Monday. I was given a date of when the work would be completed (Friday), and on that day, I had to call Baugh twice, before I spoke to [redacted] who told me my [redacted] wasn't ready. I was subsequently given a new completion date, the following Tuesday. Upon arrival to pick up my [redacted], I looked at the work with my agent, [redacted], and we both agreed that the panel looked fine. However, after I got back to my office, I happened to glance in the rear view and noticed the trim around my trunk hatch had been removed with part in the back seat and part in the trunk; upon further review, I saw that my GPS mount was not in the car. My 2 umbrellas, and actual GPS were in the vehicle, but not the mount. I took a picture of the trim and called [redacted], approximately 1 hour later, to alert him of this problem, subsequently leaving him a message. [redacted] never called me back. I called back on Thursday, leaving messages. On Friday I finally spoke to the receptionist and an agent to discuss my concerns. The receptionist began explaining that the trim coming down wasn't a Baugh issue and there was a recall on [redacted] for this problem. I was then transferred to the agent, who asked if I could bring the car in Sunday for [redacted] to check out, and I told him, I could do this, but I didn't want to schedule anything until I actually got a return call from [redacted]. The call never came. On Sunday I called again and finally spoke to [redacted]. He proceeded to tell me he didn't know why the technicians would remove the trim, and he hadn't noticed it when we did the walk through. He explained that he hadn't called me back because he was off work Wednesday - Sunday, and had a note that I was coming in that day. I explained that my first call was on Tuesday after picking up my car, when he still should have been on the clock, and that I also wanted a return call before I brought the car in as their reliability and follow up had been poor up to this point, and I didn't want to waste a trip there, if nothing had been confirmed. [redacted] then proceeded to tell me about the recall on my trim and they wouldn't be able to put the trim back on, I'd need to take it to a [redacted] dealership. The next day, Monday, I called my [redacted] to explain the situation and that I was getting no cooperation from Baugh in trying to remedy the fact that my car was not returned to me in a whole condition, that their negligence has caused further hardship in regards to my [redacted]. The [redacted], [redacted], listened to my issues, and called me back the next day to say she spoke to [redacted] and I missed an appointment on Sunday, that they now deny removing the trim, and I don't have proof that they removed the trim, that she called [redacted] and it's not an actual recall, but they are aware of the trim issues and I can take it to [redacted] to be repaired, and that I don't have proof that my GPS mount was removed, but I could bring the car in so they can look under the seats. I explained to the [redacted], that my not going to Baugh on Sunday was irrelevant to the condition my car was returned to me, I informed Baugh that I wanted a return call from [redacted] before confirming a trip to their location. I explained that I had also called [redacted] and the service receptionist checked their records and found no information regarding her assertion of a recall/issue, and per this receptionist, if I brought my car to them, I'd be charged for the work. However, even with a recall/issue I want someone to address the concerns around Baugh not returning my vehicle in same or better condition, shifting the responsibility of remedying their failure to myself. I explained that I have lost all trust in Baugh and didn't want to them doing anything to my seats. The [redacted] started to explain how busy the Baugh tech's are, and the GPS mount may have fallen under the seat without them knowing. I asked if she was now an advocate for Baugh, instead of a neutral 3rd party adjustor? Unless she was there everyday to watch the technicians, to gauge their workload, how can she tell me what their day consisted of? Also, I acknowledged that my actual $200 GPS was still in my car; if I wanted to accuse Baugh of anything untoward why would I choose the mount and not the actual GPS? The [redacted] ended the conversation by restating Baugh was not responsible for my trim, and that I didn't have proof that they removed it or lost my GPS mount. I put in two more calls to Baugh, leaving messages for the owner and the calls were never returned. I also called my [redacted] Agent, [redacted], and received no response until January 2014, basically reiterating that Baugh says they are not responsible.Desired Settlement: This entire episode has been very unsettling. Baugh caused a hardship for me by not having my [redacted] ready when promised which affected my work schedule, by failing to return calls or follow up in a timely manner OR at all to discuss my concerns, and by leaving my car in worse condition than they received it, which will cause me additional financial hardship. I have been a loyal customer of [redacted] for 2 auto, 1 homeowner, and 1 life insurance policy but have now lost faith in their customer service and business model, which will create additional hardship for me as I review other insurance companies. As a single woman trying to talk to Baugh, I was not treated in manner which would make me comfortable returning my [redacted] to them, for any reason. The desired outcome would involve Baugh's acknowledgement of their mishandling of my dealing with their company, an apology, and having my car made whole again; however, as I've been informed by the [redacted] and his claims adjuster, without proof, there isn't much that can be done.

Business

Response:

In response to the complaint filed by [redacted] against Baugh Auto Body, we would first like to state that we appreciate all of our customers. We want the repair process to be as smooth and transparent as possible. Therefore, we have each customer sign an authorization stating our polices before beginning repairs. A copy of the authorization [redacted] signed is attached to this letter.

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Description: Auto Body Repair & Painting, Automotive Body, Paint, and Interior Repair and Maintenance (NAICS: 811121)

Address: 6018 W Broad St, Richmond, Virginia, United States, 23230

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