CARSTAR Bexley

I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to meI want to say that I have not taken my car to any other shop other than the dealership to replace my hood I would also like to let Thom knowthat any overspray he has cleaned was done at his shop, because the only thing the dealership did when my car was there, was to take off my old hood, and replace it with a new hood thatwas painted while it was off the car Collision Express/Carstar Bexley is the only shop my car has gotten any bodywork at since I took it there They have painted my front and rear bumpers,both doors, and the rear right quarter panel I agree that Thom needs to redo the rear right quarter panel, which is why I thought he told me to bring the car back into his shop in the first place.Lastly, I would also like him to clean the dirt on the left side of the bumper which he just painted recently, (the dirt is in the paint) That's all I'm asking for, repair of the right rear quarter panel, and cleaning/repair on the left side of the front bumper.Regards, [redacted]

WOW!!! This is the first time I have had time to read this complaintThe vehicle in question has been worked on by another repair shop, and has paint over spray all over it and dents and damage on it that had not been there beforeAlong with many other things! Over the past year we have buffed, washed, and cleaned over spray off the vehicle tow or three times, just could not understand how the over spray got on the vehicle in the first placeBut we took care of it under service care program, at no charge to the customerOnly after this last time did we really understand what had been going on with this vehicleThe customer has always walked around the vehicle and looked it over before leaving the property with the vehicle after having us do anything with it( The time before this complaint had been wroteThe customer stopped in to let us know that he had over spray on the glass and rear trunk lidthe over spray had not been there the last time he picked up his vehicleThe customer was happy and the vehicle looked great.) But this time when the vehicle come in and the customer showed us this little mark on the right rear quarter panel, we noted that the hood had been replaced and the vehicle had over spray, along with dents, paint chips and may other problems with itIs we always do, when a vehicle is dropped off for repairs, we check in the vehicle by using a water marker and taking photos of every part of the vehicle, inside and outWe made contact with the customer regarding the problems and made it very clear that we can not warranty the vehicle due to the fact, we did not do the repairs, nor had the makes been there beforeThe customer agreed to meet at the store so that we could show him all the problems with his vehicle and work him understand that he needed to go back to the FORD DEALER SHIP and have them fix (warranty) the concerns he now has We not understand that the reason for the over spray and other concerns that we had warrantied in the past, all had to do with the customer having repairs done other places and them not making it right for himThen coming to us to warranty the repairs for freeWe can not and will not warranty any customers vehicle that has been repaired by another repair shopUnless it has to do with our repair and paint not holding upAttached are photos of the vehicle the last time we seen it and I'm sure the photos will clear all up matters for any one that reads this or takes the time to look at the photosWe have over twenty photos of the vehicle showing over spray, dents, rock chip and other damages to the vehicle, but we can only post four here per the Revdex.comJust to make it very clear to the customer and whom every may read this! We stand behind all of the repairs we do and have for over twenty-five yearsWe would be willing to look at the quester panel one more time and only the right rear quester panelIf it is in fact poor paint or repair, we will stand behind itOther than that, we are not willing to cover the customers complaint

There are many other issues to resolve. The Radiator is just the tip of the iceberg. There are other parts and bad workmanship that still need to be addressed. There is much yet to be resolved. Regards, *** ***

Good morning,I was wondering if you can repost the below typed complaint on your website regarding complaint ID ***? I corrected a few typing errors that were on the original post. Thanks in advance for your help.I have gotten work done on various body panels at this body shopI
paid extra money for a paint warranty on the right rear quarter panel of my vehicle, due to the fact that the problem was not corrected the first time the shop painted that quarter panel, and they (management) told me I would have to pay extra for them to repaint the panel and to offer a warranty, which I didRecently I was told by the owner of the shop that I could bring my vehicle in to get some warranty work done on the right quarter panel because there are still some paint imperfections on it (solvent popping)Not long before that, my car was in their shop for a week to get the front bumper repainted and to get the right quarter panel repainted, but the quarter panel was never repainted, which is why I brought the car backI was told to have the car there this Monday, which is what I didMonday evening, the owner (Thom M***) called me and asked me to come in sometime Tuesday morning to discuss the repair workWhen I came in Tuesday, Thom pointed out various other issues he felt were wrong with my vehicle's body work, and told me that he felt I should be more concerned about those issues than picking his work apartHe also said he was not going to do any more work on my carI explained that the reason I was there was to get my right quarter panel fixed, and that I did not have a problem with any of the other work that he has doneHe told me that I voided the warranty by taking my car to another shop, and that was why he would no longer honor the warrantyI explained to Thom that the only other body shop I have been to was the Ford dealership body shop to get my hood switched, because there was a service recall on the hood I hadI told him I feel that is wrong because they did not work on any of the panels he has painted, they only switched my hood, with a new hoodI paid for a warranty to get my right quarter panel painted properly, and after several times of bringing my car back, the panel has not been painted to my satisfactionThe agreement was for me to bring my vehicle in to get the rear right quarter panel repainted, and for them to clean some dirt in the paint on my newly painted front bumperThom is trying to get out of honoring the warranty, and I know that me going to the Ford body shop to change a totally different panel, that is under a service recall, should not interfere with the warranty on the panel he paintedThom is being dishonest, and I feel he needs to do the right thing.Desired Settlement: RepairI would like Thom to repaint the right quarter panel, clean the dirt on the front bumper, and to honor the warranty I paid forWhen he told me it was ok to bring the car in to get the repair work done, I had no idea he was going to change his mind on me during the processHe never should have told me to bring the car in if he wasn't going to do the workOn another note, yesterday I did bring to his and his assistant John's attention that there is a brownish substance on my left driver's side door that was not on the car the previous day it was dropped off to themIt looks like it was poured on to the carThat may be something else he can look at in the future

All damage relating to the accident was identified by his insurance company and the repairing facility and was appropriately repaired/replaced as needed.  After the repairs were completed, the customer attempted to claim unrelated prior damage which was denied by his insurance company. ...

This damage was in no way related to the accident or associated repairs that were identified by his insurance company and agreed to by the customer.  The customer then had the vehicle inspected by a dealership service department which is not an accredited collision repair facility.  All photos, before and after repair, are available to any interested party along with all insurance company documentation.  Our company includes a written lifetime warranty with all repairs for as long as the customer owns the vehicle.  The customer should have pointed out any concerns related to the insurance authorized repairs to the repairing facility.  As it stands, his concerns are regarding unrelated issues with the vehicle's preexisting condition.  These slanderous accusations are unfounded and offensive.  This complaint has already been forwarded to our legal department for further investigation as well as the insurance provider for this particular customer.

WOW!!! This is the first time I have had time to read this complaint... The vehicle in question has been worked on by another repair shop, and has paint over spray all over it and dents and damage on it that had not been there before. Along with many other things! Over the past year we have buffed, washed, and cleaned over spray off the vehicle tow or three times, just could not understand how the over spray got on the vehicle in the first place. But we took care of it under service care program, at no charge to the customer... Only after this last time did we really understand what had been going on with this vehicle. The customer has always walked around the vehicle and looked it over before leaving the property with the vehicle after having us do anything with it. ( The time before this complaint had been wrote. The customer stopped in to let us know that he had over spray on the glass and rear trunk lid. the over spray had not been there the last time he picked up his vehicle. The customer was happy and the vehicle looked great.) But this time when the vehicle come in and the customer showed us this little mark on the right rear quarter panel, we noted that the hood had been replaced and the vehicle had over spray, along with dents, paint chips and may other problems with it. Is we always do, when a vehicle is dropped off for repairs, we check in the vehicle by using a water marker and taking photos of every part of the vehicle, inside and out. We made contact with the customer regarding the problems and made it very clear that we can not warranty the vehicle due to the fact, we did not do the repairs, nor had the makes been there before. The customer agreed to meet at the store so that we could show him all the problems with his vehicle and work him understand that he needed to go back to the FORD DEALER SHIP and have them fix (warranty) the concerns he now has.  We not understand that the reason for the over spray and other concerns that we had warrantied in the past, all had to do with the customer having repairs done other places and them not making it right for him. Then coming to us to warranty the repairs for free. We can not and will not warranty any customers vehicle that has been repaired by another repair shop. Unless it has to do with our repair and paint not holding up. Attached are photos of the vehicle the last time we seen it and I'm sure the photos will clear all up matters for any one that reads this or takes the time to look at the photos. We have over twenty photos of the vehicle showing over spray, dents, rock chip and other damages to the vehicle, but we can only post four here per the Revdex.com. Just to make it very clear to the customer and whom every may read this! We stand behind all of the repairs we do and have for over twenty-five years. We would be willing to look at the quester panel one more time and only the right rear quester panel. If it is in fact poor paint or repair, we will stand behind it. Other than that, we are not willing to cover the customers complaint.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me. I want to say that I have not taken my car to any other shop other than the dealership to replace my hood.  I would also like to let Thom knowthat any overspray he has cleaned was done at his shop, because the only thing the dealership did when my car was there, was to take off my old hood, and replace it with a new hood thatwas painted while it was off the car.  Collision Express/Carstar Bexley is the only shop my car has gotten any bodywork at since I took it there.  They have painted my front and rear bumpers,both doors, and the rear right quarter panel.  I agree that Thom needs to redo the rear right quarter panel, which is why I thought he told me to bring the car back into his shop in the first place.Lastly, I would also like him to clean the dirt on the left side of the bumper which he just painted recently, (the dirt is in the paint).  That's all I'm asking for, repair of the right rear quarter panel, and cleaning/repair on the left side of the front bumper.Regards, [redacted]