Cave Spring Auto Body, Inc.

We are attempting to get in touch with the customer. As of right now, their voicemail inbox is full. We will continue to try to get in touch to resolve this issue. The customer can reach us at 317.872.3315. Jeff H[redacted] is handling this issue. We are very sorry for the trouble.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that...

the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Yes I was happy they checked the car out again and happy for a free oil change but the problem still exist. The car still sputters at low speed! Which I feel is unacceptable. And I will be filing a complaint with the Attorney General because my contract says that I have 30 days to request for the contract to be canceled which I did. Within days of the purchase I had several issues and sent a message to the car salesman requesting a cancellation which was not honored. The message was not verbal but n writing to his Iphone. The manager Jeff was very helpful and courteous. This weekend I had another new issue with the car. Picking up family/fans for the March madness from Kentucky was the plan. But I only made it as far as Edinburgh before I heard this horrible noise that sounded like I was dragging something! But I wasn't. So I had to turn around and come back home and park it. I will be contacting the dealership to voluntarily surrender the vehicle. This was just a bad car they  felt the sputtering twice but when sent to the ford dealership they cant feel or diagnose the problem. It should not be sputtering at low speed or no speeds!  I didn't expect from Bill Estes. So much for my fresh start after filing bankruptcy. I feel duped.
Regards,
[redacted]

Better Business...

Bureau:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[my voicemail is not full.  i have not received a redaction letter of an unuthorized credit pull]
Regards,
[redacted]

[redacted]-We are very interested in attempting to resolve these issues. According to Jeff H[redacted], our General Sales Manager, we met with you recently and you left our Chevy store happy with our steps to resolve this situations. Have things changed since you and Jeff met recently? Hoping that this most recent complaint was sent prior to your meeting with Jeff. If that is not the case, please contact Jeff at your earliest convenience.  Thank you.

[redacted]-We are very sorry about this inconvenience. We will remove your email ([redacted]) from all of our databases today. Please email [email protected] if you continue to get emails. Again, we apologize for the trouble. -Bill Estes Automotive

This vehicle is not an as is vehicle. I have an extended warranty.

We have reached to the customer to directly to resolve the issues.  To my knowledge everything has been completed to the customer's satisfaction.

The special pull ahead was for new purchase or lease only. Did not apply to pre-owned purchases. Customer wanted a price that was only available purchasing used. The pull ahead is a GM program for new vehicles!! Mr [redacted] was moving out of state. We found a few options but none of them worked for Mr. [redacted].

We inspected the Focus again and made sure vehicle operating properly.  We also gave a complimentary oil change. Customer left our store happy!!

[redacted] purchased a used vehicle from us on 9/16/2015. He had a balance carry over from his lease of $3675.00 which was included in the payments of $354.00 per mo. The selling price was $17995 + $1443.65 ( tax+doc) + $3675 remaining lease balance which = $23,113.65....

He finanaced for 77 mos @ 5.04 %. There was a special thru GM Financial of waiving 3 lease payments but you had to re-lease a NEW vehicle to qualify. If you take $354.00 x 77 mos = $27258.00. which is the total amount of payments to term including interest.Please let me know if there are more questions

I recently picked my car up from your business. I was amazed at the great job your employees did on my car. Parts for my car wasn't available and the repair job is emaculate. Very pleased. The customer service there was outstanding. Getting Enterprise there to pick us up for our rental was great also. Everything went very smooth from the beginning to the end. Every one there was very professional. Needless to say I was a very happy customer. I am so glad my insurance company recommended you to me. Keep up the good work Cave Spring Auto Body!!

I had a car accident and got repairs done from Cave Spring Auto Body.

They returned us the car without fixing many things. We made several trips trying to get those fixed. Even after exhausting our ability to make trips there, my car has not been fixed yet (1 year after the accident)

As a navy family we were traveling to VA from CA. I had an accident with a deer coming through Texas. I had a mint condition 2008 Chevy Malibu and had just hit about 40,000 miles on it. Our insurance (USAA) referred us to this place in Virginia. I am currently here for the 4th time 5 months after the accident because they didn't properly fix my headlights. On top of all that my experience here has left me feeling like they are annoyed at having to keep fixing their mistakes. Their good attitude and customer service are lacking to say the least. Would never recommend this place to anyone if you can avoid it.

Review: Well I turned my vehicle to be repaired. They called me and gave me an estimated time they thought my vehicle would be fixed. During this time they of course kept calling and changing the date. The first time they said they found more things wrong with the vehicle so it would take them another week to fix my vehicle. So then I call them back and ask them what else they found wrong with it. They were unable to tell me at this point because the foreman didn't put it in computer yet. So then I wait a couple of days and call back and ask again what else they found wrong with my vehicle and I am then told the hold up was they couldn't find a good right fender and also maybe they had trouble finding a bumper as well. So my conclusion to this was they lied to me they never found anything else wrong with my vehicle they just couldn't find good parts. Then I get a call from them telling me I have a dent on my roof and they want me to call and verify if it happened during accident so I returned the call and Im then told never mind we figured out it was an after market sunroof anyways but the dent is gone so don't worry about that and they should have your vehicle fixed a little early since we don't have to fix your roof. Now after all that at this point Im worried about my car because that made no sense. A month later I go to pick up my car and Im told they will call me later so I would have time to get home and look over car and make sure I was happy with the repairs. I never got that call but when I got home I noticed some things wrong. First of all I felt like there was scratches all over the car but I only brung up the deeper n bigger ones because all the little ones I could buff out myself. My car was taken apart a month ago to get a good estimate so I know the parts were laying around and im sure moved around for a month as busy as they were. I also had two little like holes on my passenger door, a big scratch on back tailgate, scratch on my driver tint and the paint didn't match car at all. so I picked my vehicle up on Friday evening so that Monday I had my boyfriend take my car to them after he dropped me at work. HE said he talked to president of the company Dean Martin and that they wanted me to come up there on my 9 am break and show them what I was not happy with and they would be glad to fix it. so I go up there at 9 and the president wasn't even there after knowing I was coming. So I show the foreman what was wrong with my vehicle and what I wanted fixed and he says ok I will have it fixed and drop it off at your job. So they kept my car all day Monday and when I got off work and looked at it nothing was done. So of course im upset so I call my insurance company. My insurance company calls cave spring auto body and then calls me back and tell me I need to call auto body back and talk to the president because he doesn't know whats going on and he would be happy to fix my vehicle. So again I end up dropping my vehicle off again so they can it. When I get it back they touched up the passenger door, fixed tailgate scratch. made hood match the side fenders and bumper but didn't fix the scratch on drivers side tent. They told me they would call me back next week to make an appointment to fix tent on window. I gave them two weeks and never heard f rom them which I figured. Also I noticed that they broke the clips off my grill. So I just think that, that is an awful experience for someone to have to go through and be taken advantage of. All that confusion and being lied to for the first month and then the vehicle not being fixed correctly and having to drop it off over and over again and still left with the front grill clips broken and window tint not fixed.Desired Settlement: I absolutely refuse to drop my vehicle off again to be fixed again. Now if they want to give me the money to order a new grill where they broke most of the clips on it and to get my driver windows tint fixed that's fine. But I truly believe in karma and I want everyone to know what they did and to be warned before they choose to take there vehicle there as well.

Business

Response:

We are writing with regard to the complaint that was received by our company regarding complaint ID: [redacted]) When the customer’s vehicle was dropped off for repair, we initially gave her an estimated completion date of 9/9/13. The actual completion date of the vehicle was 9/13/13 and was due to an addition of parts as well as a part delay, which is very common in the repair process. This was explained to the customer, and the custom was informed of the changed completion date of 9/13/13 beginning 9/5/13. The customer picked her vehicle up on 9/13/13 and on 9/16/13 her boyfriend brought her vehicle to us stating that she had some concerns, but he wasn't sure what they were. We contacted the customer, who came to the shop that morning and spoke with our shop foreman [redacted] as I was not available due to a previously scheduled doctor's appointment, At that time she stated her concerns of a scratch on her lift gate, a scratch on her passenger door, a scratch on her drivers window tint and a problem with the paint match on her fenders and hood. We reviewed the images that were taken when the vehicle first arrived at the shop, and found that the scratches were all pre-existing and not accident related. However, as customer service we agreed to touch those scratches up for her at no additional cost to her or her insurance company. We also obtained approval from her insurance company to do additional paint work to the vehicle to ensure a proper paint match. This additional was painting was not done initially, due to the pre-existing condition of the paint: (acid rain and fading). After receiving approval for additional painting from her insurance, we painted her hood as well as touched up the scratches she was concerned about. Her vehicle was picked up and we advised her that we would set up an appointment to have the tint on the driver's window replaced at her convenience. She never got back to us with a date for an appointment even after we attempted to contact her again by leaving a fallow-up message for her, With regard to her grille clips being broken, she never addressed this issue with us. Had the grille clips been broken, we would have definitely replaced them for her. However, if an issue is not discussed with us, we have no way of knowing that there is an issue. We have since, tried calling the customer several times to set an appointment up for her and have not been able to reach her. Please contact me with any other questions. Thank you,Dean A. Martin Owner, Cave Spring Auto Body

Consumer

Response:

I disagree with the response back. They are leaving out all the headache, hassle and lying in between trying to get my vehicle fixed as I stated in my first compliant. When I picked up my vehicle on 9/13/13 which was on a Friday and got home and had time to look at it, it was already after five. I waited on the phone call I was supposed to receive to see if I was satisfied and if I had any concerns but never received that phone call. So that Monday I had to be at work in the morning at seven so yes I sent my boyfriend to take my vehicle back to the company and show them my concerns. He did know what they were but they insisted they hear them from me. So my boyfriend called me at wok to let me know he was going to pick me up at my nine o'clock break so I could come up there and show them my concerns. The company never contacted me to come to the shop. So I go up there with them knowing I only had ten minutes for break and they take that by me just waiting in the waiting room to show them what my boyfriend already did. So im told by the shop foreman ok we will get your concerns fixed for you, When we are done would you like for us to bring your vehicle back to your job and I said sure. So after I got off work I realized they did absolutely nothing to it. So then that's when I proceeded to contact m insurance company. After my insurance company contacted them they called me back to set up a time to fix my concern again but not until then. As far as fixing them as costumer services all they did was put some touch up paint over the scratches and again that wasn't until they got money from my insurance. Now the hood was fixed but the cheapest way out. They didn't sand it or nothing they just painted over it. the insurance paid them enough to do that and more but my biggest concern was the paint matching so that was accomplished. The scratches I was told didn't show up on the pictures they took before working on the vehicle because I requested they get looked at. So I don't see how the company can say they were pre-existing. As far as them waiting on me to call and make an appointment to fix my tint that's definitely not true. I specifically had my step mother bring me to pick up my vehicle and she stated to the shop foreman who brought me my vehicle now does she need to g make an appointment to get her tinted window fixed and he said no we will call her and make an appointment. And yes they attempted to contact me again by leaving a follow-up message after I filled this a complaint with the Revdex.com and I still have the voicemail saved with the date and time. I never mentioned the grill clips being broken because at this point I was really upset and knew it would do no good. I was already planning on filling a complaint. I pretty much knew they were not going to call me back to fix my tint. Now if they would've called me back to set up an appointment for the tent then I would have mentioned the broken clips on the grill. But as far as the company calling me several times to set an appointment up for me they have called me twice. I already said in my first complaint to the Revdex.com I absolutely refuse to take my vehicle back there again and go through the headache and have to worry about something else getting messed up.

Review: Original Repair:

? Car was originally brought in on September 29, 2015 to fix the front bumper where someone backed into it.

? Car was picked up on October 2, 2015. There was overspray on the bumper and dirt in the paint, the emblem was chipped, the license plate bracket was crooked, and the grill pieces did not fit in properly. Cave Spring Auto Body agreed to fix the issues.

2nd Repair:

? Car was dropped off again on October 5, 2015.

? Car was picked back up on October 7, 2015. The complaints from October 2 were resolved, but the bumper was a lighter shade of red than it should be. There were also dark red spots in the paint on the bumper. Cave Spring Auto Body buffed out the dark spots in the paint upon request.

? Returned to Cave Spring Auto Body on October 8, 2015 to show [redacted] my concerns with the color difference. Mr. [redacted] agreed that it needed to be repainted.

3rd Repair:

? ? Car was dropped off again on October 12, 2015.

? Car was picked back up on October 14, 2015. There were scratches on the bumper that were brought to Cave Spring Auto Body’s attention immediately. They buffed them out. The grills were slightly uneven, but I was told that I would have to speak with Mr. [redacted] about that.

? Upon returning home with the car, it was clear that a scratch on the fender that was unrelated to any visit to Cave Spring Auto Body was gone, and another chip in the fender also had a fresh coat of paint over it. I had reason to believe my fenders had been painted without my permission. I also noticed several dark spots in the paint on the bumper.

? On October 15, 2015, the car was taken to my insurance agent’s office where I discussed with him my concern about the color difference in the bumper. I did not disclose to him my suspicion

of the fenders being painted without my permission that point.

? On October 16, 2015, I took the car to a shop that was familiar with it. The mechanic pointed

out that the fenders had been repainted without me even mentioning my suspicion. He pointed out overspray under the hood near the windshield and overspray in the door jams. There was also overspray where my headlight meets the fender. I then called my insurance agent to discuss the fenders being painted.

? On October 20, 2015, I called a lawyer to discuss my situation. The lawyer suggested I take my car to a neutral body shop to have them look at it. I took the car to a neutral auto body shop, and the owner and another gentleman looked at it. They pointed out tape-off marks in the fender wells. They showed me more overspray areas and confirmed that the bumper was a shade lighter than it should be. They also said that obtaining a correct color match is possible. They said that as the owner of the car I should have been consulted prior to Cave Spring Auto Body making any alterations to my fenders. I then took my car back to Cave Spring Auto Body to speak with Mr. [redacted] about my concerns. Mr. [redacted] denied my fenders being painted despite me showing him the areas of overspray and the scratches that had fresh paint over them. He also said that he cannot see a color difference in my paint. He offered no resolution to my concerns. Unresolved Issues as of October 29,2015:

? Bumper is a lighter shade of red than it should be

? Fenders have been painted to blend with the bumper without my permission

? Fenders are now a lighter shade of red than they should be

? There are dark spots in the paint on the bumper

? The grills are still uneven.Desired Settlement: To have my vehicle in the state or condition it was in prior to the incident that occurred on September 02 2015 or to be given a full reimbursement of the insurance check that I signed over to them prior to the body work being completed seeing how not only did they not paint the bumper the proper shade of Red but they blended the fenders to match it. I now have a car with two shades of Red and will need to repaint both the bumper and front fenders to have my vehicle in the state in was prior to the incident.

Business

Response:

We are responding to your letter regarding the complaint filed by [redacted]. We started repairs on September 29, 2015. It was a small bumper job on a 2006 red Pontiac. We completed the repair and when Mr. [redacted] picked up his vehicle, he found several imperfections and requested us to fix them. On October 5, 2015 we took the vehicle back to our technician and painter. Mr. [redacted] was satisfied with our adjustments. However, this time he said the color did not match. We tried to explain to him that a 10 year old red car has some fading and that bumpers are made of plastic and the color is slightly different from the car body. We moved it to bright sunlight and showed him that the front bumper matched the back bumper. We even have a flyer on our counter that explains the facts about bumper colors. He was still not satisfied.We called our paint representative to work with our painter to confirm that we did use the correct color and procedure. We painted it one more time at no additional charge. We have tried to accommodate this customer the best way we can and are surprised that he is still unhappy. We feel we have invested much more money and time on this vehicle than we were paid for by the insurance claim. We stand behind all our repairs and agree to work with this customer again to try and get the results that the customer expects. Sincerely,[redacted]Owner

Consumer

Response:

I have reviewed the response offer 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.

I have read Mr. [redacted]'s response but that does not explain the fact that my front fenders were painted to match my front bumper without my knowledge and why two neutral shops have stated that the color of my front bumper is indeed lighter than my hood and my rear bumper not to mention the fact that both of the front fenders were painted without my knowledge which he denies. I have sent pictures and video that show that the front bumper does not match and that my fenders were indeed painted.

Business

Response:

We have already offered to clean up those areas, please contact us to make an appointment. [redacted]

This is the best experience I have ever had at a body shop. And I'm somewhat of an expert since I keep backing into things. The folks at Cave Spring Auto Body were so professional. They actually called me every day with a status on my car so I didn't ever have to call them, the work was completed ahead of schedule and they completely cleaned my car inside and out. My insurance company recommended them so they must be competitive.