Classics Auto Paint & Body

Complaint: [redacted] I am rejecting this response because: it's total BS I've sent the vehicle back to these guys for different occasions the reason why I send it back to him was not because the hood did not show or the door did not shut I send it back to them because the driver front side of the truck was sitting very low and also because of the chipped paint in the grill and the bumper sitting off center by at least inches that's why I sent the truck back also because there was wax build up all over my truck in and all the handles the headlight bulbs didn't work the lights inside of the cab did not work that's why I sent it back after I had the vehicle the fourth time I was looking it over and noticed that the light under the hood does not work the hood would not shut properly the door did not shut properly so they got it again on Saturday and said they would fix it the hood still does not shut properly and the door still makes terrible noise and doesn't shut properly there's a bolt missing out of the hinge on my door also there's a screw is missing off of the headlights I know they said it's a complicated repair and I understand but the reason the insurance does not want to cover all of this is because they've already covered days worth of work all of this could've been prevented if they would've taken the time and done the truck right the first time the reason why I am having to pay all these rental fee this because they've had to redo the work they should've done right the first time and he is correct I did sign a paper stating they're not responsible for rental fees due to insurance and other issues but no where on there does it say for the fact that they screwed it up three times on their account I have never spoke to any of their employees about the rental fees I called him Monday morning and I was told he was not there so I had a guy from work call him about five minutes later and mysteriously he no answers the phone this is not the first occasion this is happened so when he answered I told him look I need the rental fees by the end of the day or I'm going to get an attorney because I don't agree the with the way he runs his business he started yelling at me telling me he quit threatening me and would not give me another chance to talk and then hung up on me so I called right back and got his secretary and I asked her if she would transfer a message I told her to let him know if I don't have the rental fees by the end of the day I will be contacting my attorneyI'm not gonna play this he said she said game with him I'm gonna have my attorney handle this and he knows what he's done I wanted to report this to the Revdex.com just to help anyone else out with having crappy work done to their vehicle Regards, [redacted]

In response to the complaint made on us. Customer is stating that how could he have known the area behind the light was rusting Well, in the same sense, how could we have known if we didn’t remove the light to paint? We did not see any reason to have to remove the light therefore we had no idea what it was like Again, we tape off areas that we do not need to remove to paint We understand he is wanting us to repaint an area on his deck lid that we are not responsible for However, we are willing to help him out in this matter We are willing to write him a check from the estimate for the amount that it would take to repair that area, in the amount of $That is broken down to hours of refinish @ $per hour and hours of material cost @ $per hourHe is free to go to a shop of his choice to have this done I hope this will satisfy the customer and upon signing and cashing the check, consider this case closed

Complaint:
I am rejecting this response because:The issues that the business focuses on having been resolved already were mentioned in the section of my testimonial which was outlined as a complete account of my dealings with the business. The issues that I am interested in them fixing were listed in the last sentence or two as unresolved issues, implying that everything listed before that section was previously resolved. Perhaps that wasn't clear, so I'm saying it now. Really, all that I need them to do is to fix the rust on the trunk lid that was a result of them not using the proper bushings on the replacement light. I want them to fix their mistake. No customer would be satisfied with a paint job that would leave the car rusting. They state that I'm requesting that they work on the vehicle for a third time. This would not have been necessary if the job had been done properly. They were paid to fix my car. As the repair stands, with a fresh paint job already rusting, the car is only partially fixed, so the service which I paid for has not yet been fully rendered. They say that I did not point out this issue when I picked up the car. How could I have known that the deck lid was rusting behind the light? I didn't have the tools there necessary to check their workmanship, not that I should've had to. Few other customers would have found the issue and they would have been left with holes rusting through the deck lid several years down the road. They say that my car is abused in the oil field, which it is not. The fact that I work in the oil field has nothing to do with the issue at hand. Working in the desert of west Texas has nothing to do with rust forming on a freshly painted surface that is behind the deck lamp where the paint cannot be scratched and is not directly exposed to the elements. They call me a cyber bully. I tried to resolve this issue directly with them and they refused to fix their mistake. It was necessary for me to contact the Revdex.com for help in obtaining a service which I paid for but has not been fully rendered. My intent in filing this complaint was not to defame the business, but to get a properly completed repair. All information provided in my original testimonial was accurate and truthful, which I would be willing to testify to. The business, however, is attempting to defame me by implying that I seek to cause them damage With a fresh paint job that is already rusting, I have not received a satisfactorily completed repair service. The business does reserve the right not to serve me, but it does not reserve the right to take my money and not complete the service for which I paid.
Regards,
*** ***

Classic’s Auto Paint & Body*** ** *** *** Midland, TX 79701Phone: *** ***Fax: *** ***Attn: Revdex.com Complaint Department 5/13/16This letter is in response to the recent complaint filed against us by former customer, *** *** His original
complaints as he informed us about were taken care of.:1) There is a 1" long chip / scrape along the driver’s side edge of the trunk lid (looks like it might have been stood up on something)This was not a chip or scrape, it was compound that had dried and Angel removed / cleaned it in front of the customer.2) there is debris / bubbles in the paint on the underside of the trunk lidThis was not as he describes It was from the original manufacturer It was urethane We must keep in mind that the part that was used for the repairs were not new, they were used parts The insurance would not allow us to use brand new parts as the vehicle is an older vehicle, years old.3) There are two glove / towel prints on the underside of the trunk lid toward the back where it looks like it was handled before the paint was fully curedThis was not our doing, the imprints that he refers to are from old decals possibly painted over before.4) Either the trunk lid or the replacement deck lamp are slightly out of shape, causing the corners of the top edge of deck lamp chrome to dig into the paint (which will eventually rub through due to road vibration) and cause rustWe have no part to do with the rust or the shape of the part in question Again as stated above, these parts are not new, they are used parts.5) There is something in the paint along the right side of the crease between the rounded part of the bumper and the flattened license plate pocket This creates a slightly raised spot which will make it chip more easily than the surrounding paint if bumpedThe off road use of his vehicle is what could have caused this problem He checked the vehicle in its entirety before he left the shop He had not made note of this to us until after he had been driving the vehicle.6) The deck lamp itself is chipped on the lower left corner, and both the plastic and chrome are scratched and pittedThe surrounding tail lamps are in perfect condition with no scratching or pitting making the substandard quality of the replacement deck lamp quite apparentThis issue was solved as well, we had a replacement part ordered and we replaced it Issue solved.As for the comment that the owner would not return his calls for over a week, well that is why he has an assistant manager The owner is a very busy man He rarely has the time to be on the phone as he conducts many business meetings outside of the shop And yes it is true, no job will ever be perfect, but with that being said, we pride ourselves on striving to get the job done as closely to perfect as possible Repairs may take longer than anticipated There may be part delays, hidden damage, insurance re-inspections or other factors that cannot be anticipated The second time he picked up his vehicle as we repaired the first list of complaints, Mr*** inspected his vehicle very thoroughly He had not mentioned any of his complaints until he was already in possession of his vehicle and in Michigan Keep in mind, he does work out in the oilfields and those roads are by no means smooth He cannot possibly believe his vehicle will not be subject to rock chips and mud/dirt or wear and tear from the roads to occur Being that his vehicle is years old, most of the parts needed for his vehicle are discontinued or located at salvage yards a distance away, making it time consuming to get the parts in With the insurance company only allowing us to purchase used parts, these parts are not going to be perfect His complaints this time around were: There is a 1" long chip / scrape along the driver’s side edge of the trunk lid (looks like it might have been stood up on something)• As stated above, this was taken care ofAdditional new chips on the right edge of trunk.• Those were not seen, but there were a few rock chips, the size of a pin hole, that were touched up and taken care ofTrunk lid not aligned properly.• There are pictures available showing otherwise And again, keep in mind that these parts are not new Bolts & Brackets on trunk lid not repainted.• Insurance did not advise us to do so We reused his bolts and bracketsThe top edge of the chrome on the replaced light still digging into paint ant the corners.• We didn’t have anything to do with this That must have been how the part arrived to us We didn’t have to take apart Still had debris in the paint in the trunk lid.• This was not our doing, the part was not a new partEither clear coat or compound was dried & gobbed around the edges of the trunk lid in places.• If this was there, a car wash would take care of the compound It may have even been build up from the dust and dirt that is known to be on the roads of those oil lease roads New runs of paint inside trunk lid.• None were noticed when he picked it up It apparently was only noticed after he was already in possession of his vehicle Unless you are literally laying down in the trunk or going over the inside of the trunk lid with a magnifying glass, would you notice thisShop fix for scratches/chips was a hasty dab of touch up paint which was allowed to drip on the fender and allowed to dry.• This issue was resolved, we buffed out the areasProblem solved.Now when Mr*** arrived in Michigan, he stated he did the following:ARealigned the trunk lidBRepainted boltsCWas going to fix the chrome issues, but he removed the light and noticed rust and that the bushings and cups dug through the paint on the trunk lid So he removed these parts himself.DAdded stainless steel spacersAccording to him he spent (six) hours doing these repairs How can one be certain he himself did not cause more damage by performing the work on his vehicle and is now wanting us to fix it. Mr*** is wanting us (the shop) to:Reimburse him the cost of rental car, travel, unpaid day of work and the hours it took him to repair his vehicle aThis will not happen He took it upon himself to do these things As for rental car costs, he signed a form stating we are and will not be responsible for providing a rental of any kind(Read the Customer Data Sheet) - AttachedHe is wanting us to work on his vehicle again for a third time. aThis too will not happenWe are enforcing our right to refuse service to anyone at our discretion Trust has been broken He has called us dishonest and stated he has been lied to As we at Classic’s Auto Paint & Body feel the same way! Mr*** is a cyber bully and expects to continue from a distance to complain instead of understanding his car is a rolling total and sentimental value doesn’t live up to today’s values.We must keep in mind; we are a collision repair facility We do not perform restorations It seems as if Mr*** was under the impression that when he was going to have his vehicle repaired, he thought that meant it would be restored as when it first came out They are different things Insurance pays $Per hour for repairs and restoration labor costs $ Per Hour

Complaint: [redacted]
I am rejecting this response because: it's total BS I've sent the vehicle back to these guys for different occasions the reason why I send it back to him was not because the hood did not show or the door did not shut I send it back to them because the driver front side of the truck was sitting very low and also because of the chipped paint in the grill and the bumper sitting off center by at least 2 inches that's why I sent the truck back also because there was wax build up all over my truck in and all the handles the headlight bulbs didn't work the lights inside of the cab did not work that's why I sent it back after I had the vehicle the fourth time I was  looking it over and noticed that the light under the hood does not work the hood would not shut properly the door did not shut properly so they got it again on Saturday and said they would fix it the hood still does not shut properly and the door still makes terrible noise and doesn't  shut properly there's a bolt missing out of the hinge on my door also there's a screw is missing off of the headlights I know they said it's a complicated repair and I understand but the reason the insurance does not want to cover all of this is because they've already covered 60 days worth of work all of this could've  been prevented if they would've taken the time and done the truck right the first time the reason why I am having to pay all these rental fee this because they've had to redo the work they should've done right the first time and he is correct I did sign a paper stating they're not responsible for rental fees due to insurance and other issues but no where on there does it say for the fact that they screwed it up three times  on their account I have never spoke to any of their employees about the rental fees I called him Monday morning and I was told he was not there so I had a guy from work call him about five minutes later and mysteriously he no answers the phone this is not the first occasion this is happened so when he answered I told him look I need the rental fees by the end of the day or I'm going to get an attorney because I don't agree the with the way he runs his business he started yelling at me telling me he quit threatening me and would not give me another chance to talk and then hung up on me so I called right back and got his secretary and I asked her if she would transfer a message I told her to let him know if I don't have the rental fees by the end of the day I will be contacting my attorney. I'm not gonna play this he said she said game with him I'm gonna have my attorney handle this and he knows what he's done I wanted to report this to the Revdex.com just to help anyone else out with having crappy work done to their vehicle
Regards,
[redacted]

I am responding to the complaint made against us on 1/23/2017, The customer’s vehicle was damaged in an accident which was the fault of another driver and it was that other driver’s insurance company that was paying for the repairs.  Customer was satisfied with the work when the vehicle...

was released to him for the final time on January 21, 2017.  After our initial repair, Customer, returned the vehicle to us complaining about the door and hood needing adjustments.  we did further investigation and determined that in fact the frame was bent in the accident and after negotiations with the insurance company of the other driver further repairs were authorized.  Ultimately Customer was satisfied with the vehicle when it was released to him.    This was a complicated and extensive repair and it required obtaining authorization from the other driver’s insurance company on several occasions.  It appears to be the other driver’s insurance company’s refusal to pay customers rental charges for a vehicle he rented during the repair process that prompted Customers dissatisfaction.  He made numerous trips to our place of business demanding that we pay the rental charges, even though our paperwork signed by customer clearly states that we are not responsible for any rental charges no matter how long the repairs take to complete.  It is my understanding that Customer did not get prior authorization from the other driver’s insurance company prior to obtaining the rental vehicle and they only authorized a fraction of the rental bill he had incurred.  Customer demanded on several occasions that we reimburse him and we made a good faith offer of compromise to try and satisfy him which he refused.  After customer became verbally abusive to me and my employees regarding the rental charges I had my attorney send him a formal letter informing him that it was not our responsibility to cover these charges but rather the other driver or her insurance company.  I have signed documentation from customer where he acknowledged that it was not our responsibility to reimburse him for these charges.  I also have complete documentation of the repairs performed on his vehicle and its condition when it was finally released to him.  We made every effort to satisfy Customer as we do all our customers, however I believe it was his inability to get reimbursement for his rental charges that actually prompted his complaint.