Cataldo's Collision

The customer came to my shop with his 1989 Ford Mustang on 5-20-15, we wrote an estimate for his vehicle repairs and scheduled a date of 5-23-15 for repairs to begin.  The repairs were completed on...

6-5-15. The customer picked up his vehicle on 6-15-15, at that time he agreed that the repairs were complete and to his satisfaction, he was given a copy for his records.  He called on 6-17-15 stating that there was something on his vehicle in the area that was not repaired. We asked him to return to the shop for us to look at his vehicle.  Our CSR at the front desk notified our office manager about the customers concern, and our office manager stated that we would need one of our body men to look at his vehicle. I [redacted], owner, went out to look at his vehicle and could immediately see that the vehicle had some form of environmental fallout on it.  I had my paint prep tech use some rubbing compound on this area, of his RED vehicle and showed the customer that the yellow rag was turning red because of paint oxidation.   This area had nothing to do with the repaired areas that were done at my shop. The original paint on his vehicle is 26 years old and faded through, and painted pinstripes are fading also.  If we buffed it and waxed it, we would be taking off oxidation and he would be losing some pinstripes and paint on the corners due to the age of the existing original paint. Upon explanation, I offered to do this for free as a good will gesture with the understanding of the possibility of losing some of his pinstripes and paint, in the thinning areas. Again the panels we repaired did not have this condition nor did this condition exist when we finished the repairs, and the customer picked up the car. But did show up at some point after leaving our shop. The customer at this point developed an attitude and told me that he could see I was not interested in helping him and he then left.  We did offer to buff and wax his car with the understanding that more paint damage could occur. I cannot help someone who is not willing to listen.   Sincerely,   [redacted] Cataldo’s Collision

The customer came to my shop with his 1989 Ford Mustang on 5-20-15, we wrote an estimate for his vehicle repairs and scheduled a date of 5-23-15 for repairs to begin.  The repairs were completed on 6-5-15. The customer picked up his vehicle on 6-15-15, at that time he agreed that the repairs...

were complete and to his satisfaction, he was given a copy for his records.  He called on 6-17-15 stating that there was something on his vehicle in the area that was not repaired. We asked him to return to the shop for us to look at his vehicle.  Our CSR at the front desk notified our office manager about the customers concern, and our office manager stated that we would need one of our body men to look at his vehicle. I [redacted], owner, went out to look at his vehicle and could immediately see that the vehicle had some form of environmental fallout on it.  I had my paint prep tech use some rubbing compound on this area, of his RED vehicle and showed the customer that the yellow rag was turning red because of paint oxidation.   This area had nothing to do with the repaired areas that were done at my shop. The original paint on his vehicle is 26 years old and faded through, and painted pinstripes are fading also.  If we buffed it and waxed it, we would be taking off oxidation and he would be losing some pinstripes and paint on the corners due to the age of the existing original paint. Upon explanation, I offered to do this for free as a good will gesture with the understanding of the possibility of losing some of his pinstripes and paint, in the thinning areas. Again the panels we repaired did not have this condition nor did this condition exist when we finished the repairs, and the customer picked up the car. But did show up at some point after leaving our shop. The customer at this point developed an attitude and told me that he could see I was not interested in helping him and he then left.  We did offer to buff and wax his car with the understanding that more paint damage could occur. I cannot help someone who is not willing to listen.   Sincerely,   [redacted] Cataldo’s Collision

Review: Cataldos did the repair on my car and there is something on the paint that was not there when it was brought in. When I arrived I could here the guy in the back office say what do you want me to do about it when the lady at the front desk told him I was there. Then the owner came out and blamed it on me and said there is no way that was from them. He then stated as a courtesy he would try to fix the problem but it could mess up the rest of the paint and pin stripes so to me it sounded like if I did bring it back they would definitely make sure that the paint would be worse.Desired Settlement: The paint needs to be fixed and fixed by another shop that stands behind their work. I will never take my car back to that place and will take legal action if needed.

Business

Response:

The customer came to my shop with his 1989 Ford Mustang on 5-20-15, we wrote an estimate for his vehicle repairs and scheduled a date of 5-23-15 for repairs to begin. The repairs were completed on 6-5-15. The customer picked up his vehicle on 6-15-15, at that time he agreed that the repairs were complete and to his satisfaction, he was given a copy for his records. He called on 6-17-15 stating that there was something on his vehicle in the area that was not repaired. We asked him to return to the shop for us to look at his vehicle. Our CSR at the front desk notified our office manager about the customers concern, and our office manager stated that we would need one of our body men to look at his vehicle. I [redacted], owner, went out to look at his vehicle and could immediately see that the vehicle had some form of environmental fallout on it. I had my paint prep tech use some rubbing compound on this area, of his RED vehicle and showed the customer that the yellow rag was turning red because of paint oxidation. This area had nothing to do with the repaired areas that were done at my shop. The original paint on his vehicle is 26 years old and faded through, and painted pinstripes are fading also. If we buffed it and waxed it, we would be taking off oxidation and he would be losing some pinstripes and paint on the corners due to the age of the existing original paint. Upon explanation, I offered to do this for free as a good will gesture with the understanding of the possibility of losing some of his pinstripes and paint, in the thinning areas. Again the panels we repaired did not have this condition nor did this condition exist when we finished the repairs, and the customer picked up the car. But did show up at some point after leaving our shop. The customer at this point developed an attitude and told me that he could see I was not interested in helping him and he then left. We did offer to buff and wax his car with the understanding that more paint damage could occur. I cannot help someone who is not willing to listen. Sincerely, [redacted] Cataldo’s Collision