Carriage Shoppe Inc

Complaint: ***
I reject the Carriage Shoppe and Ms*** response for the following reasons:
1. There is no acknowledgement by the shop for the damages done. Instead, my integrity and honesty is being contested. This is why I became so frustrated on the phone because the manager insisted that I hit something. If the Carriage Shoppe cared about customer service and providing a good business, they would have taken responsibility for the damages they caused. I apologize for calling the shop technicians incompetent and describing their workmanship with vulgarity. I was upset and I should not have talked that way to ***. I am sorry
2. The reason I didn’t notice until weeks later that the ducts were broken is because I had no reason to look there to see if anything was installed incorrectly. My car was in the Carriage Shoppe for a scratch on the passenger door and the wheel flare.
3. Ms*** stated that she talked to *** at ***. The only *** is the computer/IT guy who would not know about repairs to the body or internal parts. Please verify the first and last name of the person that Ms*** spoke with. Better yet, please state the name of the technician who physically looked at this damage to the ducts.
I’ll remind Ms*** that the day after I brought my car in and *** looked at it, 7/29, I took it to *** of Loveland and the parts/shop technicians took me to the back of the shop and explained to me what was broken and the only way that they would have broken is if they were installed incorrectly from the repairs. I know and have a good customer/dealership relationship with *** of Loveland and the guys who looked at my car, specifically ***, verified that I would have had to hit something VERY hard to have broken the brake air ducts, especially both of them. I have not hit anything to cause this damage to the brake air ducts to break the clipsI’ve since talked to the guys in service as well as parts and nobody received a phone call from the Carriage Shoppe. (See photos of the broken ducts as well as my front bumper that has no damage other than minor scrapes)
4. I purchased new brake ducts ($45.59) and took them to a shop to have replaced. In this process, we found that most of the rivets/bolts that hold the bumper in place were missing throughout the front bumper and wheel wells of my car (I was present through the whole repair process) and they were not replaced after the Carriage Shoppe repair. (See the photos of missing rivets) Therefore, my front bumper was barely attached. I recall that when *** was looking at the ducts on 7/28, it looked really loose but didn’t know what was really going on with it until it was up on the lift and we could see exactly what was wrong.
Upon installing the new ducts and replacing the bumper back onto the car, the air ducts have to be installed on the bumper before they are then attached to the car. This process alone was very complex and took quite a long time to get in correctly (again I was there assisting in the process). From the pictures that the Carriage Shoppe took during the repair, you can see that the ducts were left attached on the car when the bumper was removed. It is evident that the bumper was installed incorrectly, thus causing the clips on the brake ducts to break. For reference, please refer to the *** *** R55, R56, RService Manual, which is a comprehensive guide to repairs, including replacing the brake air ducts.
5. Ms*** stated that “there would be no reason to remove any scuttles, grilles, etc unless they needed to paint the bumper”. From the photos that the Carriage Shoppe took, the scuttle that was damaged (but replaced, thank you) was removed, and the front bumper was removed. I know more about my car than most think. I know what kind of damage would cause rivets/bolts to come out of the holes. I know what kind of damage I would have on my bumper if I would have hit something to cause the brake ducts to break. I am well aware that this shop was not equipped or trained properly in *** ***s, as seen in the damages
6. In my initial complaint, I explained that my wheel flare (see pictures) that was initially damaged by the umbrella was replaced but was not installed correctly. Ms*** did not address this issue. I’ve had it looked at and I will have to
replace this on my own which will incur a cost of $for the part. It sticks out and is bumpy because it was not installed correctly. For a brand new wheel flare, it doesn’t look like it. Again, if I would have hit something to cause it to look like this, there would be marks to show this.
7. Tint. Yes, I acknowledge and appreciate that my tint was repaired. My photos are time stamped at 6:pm when I arrived home and opened my door. This is when I noticed the tint and took photos. It was less than an hour after I
picked up my car from the Carriage Shoppe. Ms***’s statement assumes that I am being dishonest. If you look at the photos that the shop took, you can see that my window was down. See also my photos that show that when I picked up my car, my window was rolled up and the damages are at the edges and would have been caused by a tool scratching it. The reason I wanted my vendor to repair the tint was to ensure that the same quality of tint was used to be uniform throughout my car. I think this would be common for anyone to have window out of windows tint damaged, that they would want it to be the same. Again, my tint was less than three months old at the time of the damage. I
understand that it would have been cheaper for them, but I would hope that the shop would understand my reasoning for wanting my own tint vendor to replace the damaged tint
8. I am not a disrespectful person and I was very nice about having to come back to the shop to have things replaced and repaired until it became increasingly frustrating due to finding things that needed repaired. I am a graduate student,
I work full-time and I’m very busy. I had to go out of my way to go back to the shop multiple times to have the damage looked at and/or repaired. I would not waste my time trying to place blame unless I had valid reasons for it. I take very good care of my car. It’s my hobby and I notice things when they aren’t right. My car was in almost perfect condition when I brought it in to fix the scratch and I’m still dealing with having to take care of the damage.
It’s a limited edition *** and less than a year old. I’m waiting on the parts to come in to replace the rivets/bolts that were not replaced by the shop during the repair
9. Desired outcome:
aAgain, I want an acknowledgement that the damage was done by the shop. A simple acknowledgement and apology for not taking a customer’s honest word that I didn’t do this damage to my car purposefully or accidentally.
bReimbursement for the cost of the parts I have had to (ducts) or will need to (wheel flare) replace on my own. The receipt in the amount of $for the brake air ducts is attached. The cost of a new flare is $(see the shop estimate). I will take care of the labor costs myself, which is the more expensive cost. I just want to be compensated for the broken part which include the ducts, the flare and the rivets/bolts that will be replaced. *** or *** at *** of
Loveland parts can give the price. ***
If these two things are taken care of I will drop the issue and move on, accepting the outcome. I will not pursue legal counsel and I will sever the business relationship between the Carriage Shoppe and I. I will be satisfied with these two desired outcomes and be done with it. I will take responsibility for any future damage of my car.
Thank you,
*** ***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
I appreciate the effort made by the Carriage Shoppe and am sorry that this unfortunate situation happened but am pleased that I can move on from this situation with a better understanding of what I need to be aware of in the future before and after I take my vehicle in for any repairs. Thank you for making this right
Regards,
*** ***

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Customer Information:
*** ***
I have read
*** concern and appreciate the opportunity to respond I am sorry, *** that you are not happy We do our best to please our customers That is why when you brought your vehicle back saying you had a "drip" in you paint and your window tinting was scratched, we took you at your word We immediately took car of your drip, while you waited, without you having to schedule an appointment You said we scratched your tint, we did offer to take care of it without any proof it was even done by usThe scratch was in the area where we worked, so even though you didn't
"see" it when you picked your vehicle up and accepted the repair, we took care of it Even thru a vendor of your choice, not our usual vendor, who would have done it less expensively
So, two weeks later you are looking at it again and found more damageThis to the underside of the front bumper You stated you took it to *** for inspection I spoke to *** at *** also He said it was damaged and scraped from the underside Frequent on these cars because they are so low to the ground and bottom out a lot, hit curbs, parking lot markers, speed bumps, etc He said the damage he saw was consistent with thatJust an FYI, when a bumper is removed, the bumper comes off as an assembly There would no reason to remove any scuttles, grilles, license brackets, etc unless you need to paint the bumper You stated you have photos to prove we took the bumper off I believe you got those from us We are one of the few shops in the state who provide photos of vehicles for customers for them to watch repair progress onlineWe are proud of the repairs we provide and are never attempting to hide that fact.
As a point of fact, we do not expect any of our staff to be treated disrespectfully, with either name calling or profanity I actually heard the tail end of your conversation with *** and I believed she warned you she would have to hang up if it continued
Thank you for the opportunity to respond
*** ***
Owner
Carriage Shoppe
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Could I ask Ms [redacted] to please let me know the total amount she is requesting?
Thank you.

Please see the enclosed letter (w check) we have submitted to Ms. [redacted].
Thank you.

I believe that Carriage Shoppe does dishonest business. When I took my car there to have graffiti paint removed, the shop said that it could be done no problem. When I got my car back, there were still speckles of spray paint on the car. Furthermore, the shop detailed my car, inside and out, without asking if I wanted the service and charged me for three hours of "body labor." I got some free graffiti removal wipes from the local police department, and the remaining speckles came right off no problem. I probably could have done the entire job myself with the free graffiti wipes, yet I paid them triple digits for an incomplete job. So, the shop charged me for a service I didn't ask for instead of focusing on the task for which I was willing to pay them that they did not complete. Is that how business is done these days? Take your time, patience, money, and respect for good business elsewhere.

Complaint: [redacted]
Dear Ms. [redacted]
Thank you for your response.
I have attached the invoice for the brake air ducts that I purchased and were replaced by a colleague in his shop at no charge.  Had I gone to [redacted] to have them replaced it would have required labor costs but I am only requesting the amount of the replacement parts for this portion.  The amount is $45.59.
I have also included the estimate to have the wheel flare replaced with [redacted] of Loveland which includes the proper clips and estimated time to replace the flare. Anything outside of the amount on the estimate of $161.97 to replace the flare and the .5 hour labor will be my full responsibility and I will be satisfied with the outcome.
Therefore, the total amount I am requesting is $207.56.
Regards,
[redacted]