Carsmetics

On October 11, 2021 I took my car to the Brandon Florida location, Dominic Shaffer was the tech that took care of me. A part had to be ordered. Dominic called me when the part came in, he made reservations with the car rental agency and took me there to pick the rental car. When my car was done Dominic helped me inspect my car to made sure I was happy with the results. Dominic was very knowledgeable, kind and patient with me. I really appreciated how he took care of me.

I gave my truck to carsmetics in Brandon,Florida for a truck repaint (no damage) it is now week 7 weeks when I went to get my truck and it was the worse paint job I have seen.I have had every excuse in the world over this truck.I contacted an attorney today and am sending a letter to the attorney generals office of Florida to see if they can can do something this is a disgrace how we have been treated.

Carsmetics Main St Irvine, CA 11/14/ Complaint ID# [redacted] Dear ***- We are responding to your letter of 11/10/As you suggested, we contacted the customer, [redacted] *regarding his complaintUnfortunately, by the time we spoke with ***, he had already had the repair performed at another facilityWe apologized for not getting back to him sooner and advised him that the first time we had heard about his problem was 11/10/2014, when we received a letter from your office at the RevDex.comOur conversation with [redacted] was pleasant and very informative from a customer experience levelWe apologized for our mis-understanding for the type of repairs that were to be performedWe again offered to perform the repair as our quote indicated but as he stated, they had already been completed at a different shopIn order to provide [redacted] the service as a satisfied customer, we have offered [redacted] an extended offer / discount on future repairs and hopes that he will allow us with the opportunity to service his needs in the futureIn addition, we also provided him a direct contact and phone number with one of our sales associates by name for future reference Best regards, Carsmetics SoCal Group

Someone in a local parking lot "dinged" my car door Since I'd had work done previously at Carsmetics (Brandon), I visited again to get an estimate on having this repair work done The estimate was reasonable, the service professional, and the repair work was excellent and done in a timely manner I would certainly recommend Carsmetics to anyone needing this type of repair work done

Carsmetics
3060 Main St.
Irvine, CA 92614
11/19/14
Complaint ID#[redacted]
Dear [redacted]-
With regards to your latest response, perhaps there was a misunderstanding in the
conversation you had with [redacted]. He did offer to honour the quote and make· the repairs to
your car but you said you had already had your car repaired elsewhere. In trying to go
forward so that in the future we can make you a satisfied customer, [redacted] had extended an
offer/discount on future repairs. He did give you a name of the manager at the Anaheim
store, but since there is only one manager there, he did not feel that giving you his last
name was important. He also offered to give you the phone number there, but you said
that wasn't necessary because you already had the number.
Perhaps this will help to clear things up as to the remedy we originally proposed. We
hope you will allow us an opportunity in the future to service your needs.
Best regards,
Carsmetics SoCal Group

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.
[redacted] did not propose any specific remedy.  No last name.  No phone number.  All I got was basically a return phone call - only because I had to refer the matter to the BB .
Regards,
[redacted]

Carsmetics
3060 Main St.
Irvine, CA 92614
11/14/14
Complaint ID# [redacted]
Dear [redacted]-
We are responding to your letter of 11/10/14. As you suggested, we contacted the
customer, [redacted]. regarding his complaint. Unfortunately, by the time we spoke with
[redacted], he had already had the...

repair performed at another facility. We apologized for not
getting back to him sooner and advised him that the first time we had heard about his
problem was 11/10/2014, when we received a letter from your office at the RevDex.com. Our conversation with [redacted] was pleasant and very informative from a
customer experience level. We apologized for our mis-understanding for the type of
repairs that were to be performed. We again offered to perform the repair as our quote
indicated but as he stated, they had already been completed at a different shop. In order
to provide [redacted] the service as a satisfied customer, we have offered [redacted] an extended
offer / discount on future repairs and hopes that he will allow us with the opportunity to
service his needs in the future. In addition, we also provided him a direct contact and
phone number with one of our sales associates by name for future reference.
Best regards,
Carsmetics SoCal Group

Dear
Revdex.com,
Thank
you for the opportunity to
respond to this complaintWhile it is true that the
vehicle was not returned to it's owner in the originally estimated days of
repair, it was not do to the actual repairThe job required replacement parts
from Chevrolet, that were delayed at ChevroletThis was explained to the
owner, and in the meantime repairs moved forward as scheduledThe delay was
never because of the repairsIt is also true that the manager, [redacted], who is a
Master Mechanic, performed the repairsThis was not due to the other
technicians not knowing how to do the repairs, but rather that there was a lot
of repairs at the shop and [redacted], as he often does, was assisting in the repairs
of vehiclesIt is true that the owner of the vehicle visited the shop, and at
that time, the vehicle was being detailed by [redacted], the manager, a Master
TechnicianAt that time, [redacted] states there were only words of praise as to how
the repairs lookedThis visit by the owner was on ThursdayThe vehicle was
completed on Friday and the owner notifiedVehicle was not picked up until
Saturday, at which time the owner inspected and signed off on the repairs
Our
Carsmetics in Costa Mesa was contacted by vehicle owner via email with the
complaints mentioned in the complaint to the Revdex.comA response was sent back to
the owner from [redacted] the manager of the Costa Mesa location, confirming that all
our work is warrantied and to please bring the vehicle so we could clean up the
white polishing compound residue and hood alignment issuesWe have offered to correct any
issues that the customer feels he may have but he needs to bring the car back
in for us to do so. In an email to us, the customer declined any offer we
have made to correct the situation. Carsmetics
feels that we have done all we can to resolve this complaint, but can do
nothing further without the opportunity.Sincerely,Carsmetics

Review: On 10/10/14 Carsmetics gave me a $504 quote to fix some front end damage to my vehicle's front bumper. The paperwork says this is an EXACT QUOTE and will be honored for 14 days. They asked me to bring my vehicle in on 10/15/14 at 8:30 a.m. I brought my vehicle in and this woman, Marilyn, told me she would not honor the quote prepared by Rob. She seemed to be impaired and was yelling at me. She told me it would be at least $1,000.00. I told her I was not going to pay her $1,000.00 and would pursue the matter with The Revdex.com. I have a hard copy of the original quote.Desired Settlement: I would like my vehicle repaired - as quoted by Rob.

Business

Response:

Carsmetics

3060 Main St.

Irvine, CA 92614

11/14/14

Complaint ID# [redacted]

Dear [redacted]-

We are responding to your letter of 11/10/14. As you suggested, we contacted the

customer, [redacted]. regarding his complaint. Unfortunately, by the time we spoke with

[redacted], he had already had the repair performed at another facility. We apologized for not

getting back to him sooner and advised him that the first time we had heard about his

problem was 11/10/2014, when we received a letter from your office at the RevDex.com. Our conversation with [redacted] was pleasant and very informative from a

customer experience level. We apologized for our mis-understanding for the type of

repairs that were to be performed. We again offered to perform the repair as our quote

indicated but as he stated, they had already been completed at a different shop. In order

to provide [redacted] the service as a satisfied customer, we have offered [redacted] an extended

offer / discount on future repairs and hopes that he will allow us with the opportunity to

service his needs in the future. In addition, we also provided him a direct contact and

phone number with one of our sales associates by name for future reference.

Best regards,

Carsmetics SoCal Group

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.

[redacted] did not propose any specific remedy. No last name. No phone number. All I got was basically a return phone call - only because I had to refer the matter to the BB .

Regards,

Business

Response:

Carsmetics

3060 Main St.

Irvine, CA 92614

11/19/14

Complaint ID#[redacted]

Dear [redacted]-

With regards to your latest response, perhaps there was a misunderstanding in the

conversation you had with [redacted]. He did offer to honour the quote and make· the repairs to

your car but you said you had already had your car repaired elsewhere. In trying to go

forward so that in the future we can make you a satisfied customer, [redacted] had extended an

offer/discount on future repairs. He did give you a name of the manager at the Anaheim

store, but since there is only one manager there, he did not feel that giving you his last

name was important. He also offered to give you the phone number there, but you said

that wasn't necessary because you already had the number.

Perhaps this will help to clear things up as to the remedy we originally proposed. We

hope you will allow us an opportunity in the future to service your needs.

Best regards,

Carsmetics SoCal Group

Review: I took this vehicle for air conditioning repair which they replaced the condensor and compressor. It has not worked consistently ever since they have repaired this vehicle.They have subsequently stated it was due to a faulty compressor which Toyota Tustin replaced. However, I still have the same issue with the air conditioning working intermittently.Now, they are blaming Toyota Tustin. However, my initial contract was with them and they should be responsible for not repairing the air conditioning properly the first time around.They are trying to blame omeone else for their faulty work job.Desired Settlement: They need to fix my air conditioning properly or pay to get it fixed properly by someone who knows how to do it.

Business

Response:

To whom this concerns,

I am Writing in response to a recent complaint regarding Carsmetics Auto Body and Paint. The

complaint was filed that Carsmetics improperly I failed to complete repairs to a Toyota Rav 4, owned

by [redacted] T

This vehicle was involved in a front end collision and repairs were completed as per Insurance

Co. specifications. The vehicle was retumed to the owner, but Carsmetics had failed to recharge the

condenser unit with freon. Our mobile A/C technician went to [redacted]'s home to charge the condenser.

At completion of the charge the NC was blowing cold air and pressure values were validated. Shortly

after that, [redacted] called to say the A/C was not blowing cold again. Carsmetics sent the mobile A/C

technician) again, to [redacted]'s home and it was found that the NEW condenser had developed a leak

and was out of freqn. The leak was repaired and the condenser re-charged with freon. At the completion

of the repairs the A/C was blowing cold and the pressure values were consistant.

After many months [redacted] again called and said the A/C was not blowing cold. Carsmetics,

again dispatched the A/C technician to find freon was full and the pressure values, also good. At this

time the compressor became suspect. [redacted] was in quite a pickle as Toyota's warranty on the vehicle

had expired and they would not accept any responsibility for a compressor change out. The Insurance

Co., also declined coverage as there was no evidence that the compressor was damaged from the

original accident. A/C Technician said those things go bad and some sooner than others. Toyota wanted

$2000. to change out the compressor. [redacted] leaned on Carsmetics pretty hard saying it had to do with

the repair and we needed to make it right. There was an idea that because the compressor was allowed

to run with out freon, it caused a failure. This is not the case though, as compressors have a by pass.that

disengages the unit when freon levels are low. [redacted] did not understand this and didn't care. She just

wanted the A/C to work.

In an effort to uphold high customer service standards, Carsmetics paid the $2000. to have a

new compressor installed. The part was purchased from Toyota of Tustin and the installation was done

by our AJC Technician. At the end of repairs the A/C was blowing cold and pressure values were

validated.

After several months again, [redacted] called to say the A/C was not blowing cold. Carsmetics

sent, again, the A/C technician to determine the issue. Condensor was full and pressure values were in

line. It was believed, although NEW; that the compressor was bad. When we explained the issue to

Tustin Toyota, they said they would need to run diagnostics on the system to determine if they would

honor the warranty on the compressor. Those diagnostics were done and it was found that the

compressor was bad and a NEW compressor was installed by Toyota in Tustin as a warranty repair.

Recently, [redacted] called again to say the NC. was not blowing cold. We explained to her that

Toyota of Tustin installed a NEW Compressor in her vehicle and this was no longer our repair- This

was the Dealer/Manufacturer of the vehicle. They did a thorough diagnostic to determine the problem

and found that the compressor was the culprit and spent the time and money to make the change. When

[redacted] took the problem back to Toyota, they told her it was because of our repair? Wouldn't that have

come out in their diagnostic, and then wouldn't they have rejected responsibility then? Why would they

spend the time and money to do repairs if they were not responsible?

It is the opinion of Carsmetics that we have gone above and beyond to try and maintain our high

levels of customer service fox this case. We have no other avenues of resolution. This issue went to

Toyota, the vehicle Manufacturer and through their actions, has led us to believe this to be true. We

there by find this complaint to be unjustified.

Kind Regards,

Carsmetics of Southern California

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.

The complaint is valid as Carsmetics did not fix the A/C which result

in numerous calls for the same repair. Between adding freon a few times, leak repair,

and compressor replacement (done twice), it still does not work properly, and

this is after a full repair of my air conditioning unit. Now, they wish to escape their responsibility

which is no surprise as they have tried to charged me throughout this process.

[redacted]., at Carsmetics, wanted to charge me once they found

out it was going to cost them more than just refilling with freon. The work is done through their contractor, Cool Man. However, after verifying with other repair

shops and Toyota dealer, they advised me that I should not be having these

problems and that I should probably go back to Carsmetics. Therefore, I had confronted [redacted]. with this

and then he agreed to repair the leak without charge.

When it started to get hot again, I had the same A/C

problems when I used it. I called

Carsmetics and this time, [redacted] stated that the compressor is bad. [redacted] said it was going to cost me to repair

it since they did not touch the compressor.

At the time, all I knew was that this was either related to

the repair work or to the accident because the dealer told me that compressor does not go bad after only a couple of years and was not aware of replacement that they had to do.

I bought this car brand new. I

had Carsmetic submit the supplement to my insurance company as [redacted] claim that

this wasn’t related to their work.

After submitting their repair estimate, the claims

supervisor from my insurance company contacted me to explain that because

Carsmetics failed to put refrigerant in the car when they initially did the

A/C repair, this will lead to a compressor failure. He attached the “Tech Tip” in his email and highlighted which

explains this in detail. I have attached

this document for your reference. However,

the claims supervisor stated that he wanted to help with resolving this issue and

to get their insured get back on track.

Therefore, he offered to pay some even though Carsmetics should be completely

liable. Reluctantly, [redacted] agreed to do

the repair because there was no credibility that this wasn’t their fault now. It wasn't due to me not understanding and that I leaned hard.

Also, if they were upholding their high customer service standards, they

should have repaired it without trying to charge me for their faulty work.

Again after few months, the A/C didn’t work properly. This time [redacted] told me that the new compressor

was bad and it now needs to be repaired by Tustin Toyota. Tustin Toyota replaced it. After 2 months, my A/C started to act up

again. I called Carsmetics and this time

they said, they would not look at it and that Tustin Toyota is now responsible

without even diagnosing if it was a compressor issue or something else. Since they are the original repair company

for my A/C, they are responsible to get this fixed.

Instead, they want to escape that responsibility of their

faulty work and now blame it on someone else.

Because this has

been an on-going problem and it has been diagnose differently few times now,

Carsmetics is not taking responsibility because they can’t seem to get this

fixed properly. Now, they are using Tustin

Toyota as an escape goat.

Does these events described above sound like a reputable

quality repair shop? They claim they

have gone above and beyond their high level of customer service but failed to mention that they tried to charge me

when they can even though it was their faulty work job. Not to mention, I still have an A/C

problem. They have no avenues of

resolution because clearly, they can’t fix the problem but have accepted the

money for the repair.

Therefore, this claim is valid and should be duly noted. Further actions should be set forth to

resolve this claim.

Regards,

Business

Response:

Revdex.com Sept 11, 2014

To whom this may concern:

We are responding one more time trying to explain that Toyota of Tustin, not Carsmetics,

is responsible now for the repair of [redacted]'s air conditioner.

Carsmetics repaired the vehicle and returned it in good working order to the customer. It

was shortly realized that the condenser unit (which was newly replaced) had not been

charged with Freon. Carsmetics sent a tech out to her home to charge the condenser with

Freon. The A/C was checked and found to be working well. Shortly after that, [redacted]

called and said the A/C was not blowing cold air. Again, we sent a tech out, and found

the newly replaced condenser had developed a leak. This was repaired and recharged

with Freon, at no charge.

After several months went by, [redacted] called and said the A/C was not blowing cold air.

Carsmetics sent out a tech once more and found that the compressor was no longer

working. Toyota's original manufacturer's warranty had expired and they would not do

anything about it. When advising [redacted]'s insurance company, they declined stating

there was "no evidence that the compressor had been damaged in the original accident."

In an effort to uphold high customer service standards, Carsmetics absorbed $2000 in

repairs to have a new compressor installed in [redacted]'s car at no charge to her. The

purchase was from Toyota of Tustin and the installation was done by a licensed A/C

technician. The A/C was again blowing cold air.

Several months later, [redacted] called and said the A/C was not working. Carsmetics sent

a tech out again and it was believed the New compressor was bad. We advised Toyota of

Tustin of the issue. They advised Carsmetics that they would perform a diagnose of the

system, but also advised us if it was not warranty we would be responsible for the

charges. They ran diagnostics on the system and found the compressor had gone bad. It

was still under their warranty so Toyota of Tustin replaced, installed and recharged

a new compressor at no charge.

[redacted] called recently and said the A/C was not blowing cold air. At this point we said

Toyota of Tustin has done a diagnostics of the system. They are the manufacturers of

this vehicle. They will know this vehicle's systems better than ANY repair facility. We

have fulfilled our obligation and have no more answers as to what could be going wrong

with this system; we deferred to Toyota, the manufacturer. They did a diagnostic and did

not find our repair to be at fault. They deemed it equipment failure and repaired the

problem.

Regards,

Carsmetics of SoCal

Review: Someone backed into my car and damaged the hood, headlights, and front bumper of the car. I bought my car to Carsmetics in Costa Mesa to have it fixed. The quality of the workmanship is terrible. It's pretty obvious they half-[redacted] the job just to get paid. The main issue is that the hood doesn't align with the rest of the car anymore -- and it's very obvious. It's almost pathetic how bad the work is. The car actually looked better before they touched it. I have a bunch of pictures showing the car before and after. I'd be happy to send the pictures to show what they did -- it's one of those things where a picture is worth a 1000 words.

In addition to the poor body work, they also left a white residue all over the inside of the hood of the car and on various other places of the car (like the wheels).

In addition, they blatantly lied to me about how long it would take to fix the car. 3 days turned into 6 days then 8 days then 10 days. I even went to the shop at one point to see what was going on and the manager actually told me he as personally working on it because his other employees 'had no idea how to fix it'.Desired Settlement: I want to have the car fixed at a body shop that actually knows how to fix cars and I want Carsmetics to pay for it. I also want other consumers to be aware that this body shop is run by incompetent people.

Business

Response:

Review: I visited the location near the end of March to have service done on my Prius C's hood. The hood of the car had a dent in it that was pushing the hood backwards. I was told that it would cost $575.00 to repair. I received the vehicle back in a timely manner and the repairs appeared to be acceptable. However, after no further damage and normal driving, the hood of the car is now pushing back again and it is going to require further repair. I was promised that there would be no issues and that the company realigned the hood properly, but this is not the case. I am now being told by other locations that in order to fix the issue the entire hood will have to be replaced, but I was told originally at Carsmetics that the hood could be fixed for $575.Desired Settlement: I would like a full refund of the repairs, as I am now going to have to spend money to replace the entire hood of the car. If this is not acceptable, I would potentially accept alternative arrangements and would leave it up to the company to decide the best course of action. One option I will not consider, though, is to have the repairs done again by the company, as I no longer trust in their judgement or for them to honor their word in regards to the repairs.

Business

Response:

ID#[redacted]