In July 2016, we were contacted by *** *** regarding warranty work for manufacturer's paint failure on a Honda CivicThe vehicle was not purchased from *** ***, but as the local dealer, the warranty claim would be filed through them.At that time, we were instructed to refinish the hood
and trunk lidIn order to do so, all the old paint had to be removed and the surface cleaned and prepped to receive the new paintWe also blended the fenders so the color and shine matched across the front of the vehicleThe vehicle was returned to *** *** for delivery to the customerWe were contacted a few days later by the dealer advising us that the roof should have been refinished at the same time, but they had erroneously not included that in their original instructionsThey also advised that the customer had found "new" scratches on his vehicle that he said were not there before, indicating that there were in fact some scratches on the vehicle when it was originally delivered to *** ***.We met with the customer and the dealer at the dealership and reviewed the customer's concerns with himAt that time the customer pointed out all the scratches and chips on the entire vehicle, advising that some were not there originallyWe agreed to buff all the scratches on the car as a courtesy, even though we did not create the scratches, but emphasized to the customer and dealer that not all scratches would buff out, depending on the depth of penetration through the paint layersWe also agreed with the customer that the front right edge of the hood had an imperfection in the paint that we would take care ofWe advised the customer that the scrape on the right sail panel was not going to buff out and was not a wear item that would likely be found on a four year old vehicle.The customer left the vehicle with the dealer which was then transferred to the shop and the vehicle was buffedAs expected, some of the scratches did not buff out because they were through the clear coatThe only way to repair those scratches would be to paint the panelWhen the customer came to pick up the vehicle he was upset that not all of the scratches had disappearedMost of the scratches were buffed more than once and could not be any further removed without paintSince the customer could still see the scratches, he felt that we should do something more. It is our policy to circle and photograph all scratches, chips, scrapes, dings, dents, paint issues and prior damage on vehicles that are dropped or towed in for repairsThis gives us a record of the condition of the vehicle when it is given into our care and if anything does happen to a vehicle while it is here, we immediately take care of it at no cost to our customerWe guarantee our work for as long as the customer owns the vehicle and we are more than happy to address any issue that is our responsibility
Revdex.com:
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 was able to get in touch with [redacted] who agreed to fix the scratches on the vehicle. Their policy as stated in their response stated that they circle and take pictures of all scratches when a vehicle comes in to their shop. There were most likely not any pictures of the damage in question which allowed us to come to an agreement.
Regards,
[redacted]
In July 2016, we were contacted by *** *** regarding warranty work for manufacturer's paint failure on a Honda CivicThe vehicle was not purchased from *** ***, but as the local dealer, the warranty claim would be filed through them.At that time, we were instructed to refinish the hood
and trunk lidIn order to do so, all the old paint had to be removed and the surface cleaned and prepped to receive the new paintWe also blended the fenders so the color and shine matched across the front of the vehicleThe vehicle was returned to *** *** for delivery to the customerWe were contacted a few days later by the dealer advising us that the roof should have been refinished at the same time, but they had erroneously not included that in their original instructionsThey also advised that the customer had found "new" scratches on his vehicle that he said were not there before, indicating that there were in fact some scratches on the vehicle when it was originally delivered to *** ***.We met with the customer and the dealer at the dealership and reviewed the customer's concerns with himAt that time the customer pointed out all the scratches and chips on the entire vehicle, advising that some were not there originallyWe agreed to buff all the scratches on the car as a courtesy, even though we did not create the scratches, but emphasized to the customer and dealer that not all scratches would buff out, depending on the depth of penetration through the paint layersWe also agreed with the customer that the front right edge of the hood had an imperfection in the paint that we would take care ofWe advised the customer that the scrape on the right sail panel was not going to buff out and was not a wear item that would likely be found on a four year old vehicle.The customer left the vehicle with the dealer which was then transferred to the shop and the vehicle was buffedAs expected, some of the scratches did not buff out because they were through the clear coatThe only way to repair those scratches would be to paint the panelWhen the customer came to pick up the vehicle he was upset that not all of the scratches had disappearedMost of the scratches were buffed more than once and could not be any further removed without paintSince the customer could still see the scratches, he felt that we should do something more. It is our policy to circle and photograph all scratches, chips, scrapes, dings, dents, paint issues and prior damage on vehicles that are dropped or towed in for repairsThis gives us a record of the condition of the vehicle when it is given into our care and if anything does happen to a vehicle while it is here, we immediately take care of it at no cost to our customerWe guarantee our work for as long as the customer owns the vehicle and we are more than happy to address any issue that is our responsibility
Revdex.com:
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 was able to get in touch with [redacted] who agreed to fix the scratches on the vehicle. Their policy as stated in their response stated that they circle and take pictures of all scratches when a vehicle comes in to their shop. There were most likely not any pictures of the damage in question which allowed us to come to an agreement.
Regards,
[redacted]