Coach Works Auto Body

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] as in dealing with Coachworks in January 2015 has continued to demonstrate [redacted] and her lack of response to our problem and our need for resolution as indicated by their delay in response to our complaint of nearly 2 months.  She is incorrect and provides no dates which would clearly indicate the delays and improper handling of the complaint with the truck as the documented communications with the Revdex.com also indicates.  As Coachworks has done with this complaint, they waited nearly another month after March 7th to offer to transport the truck back to Coachworks. 1/19/2015 the truck was towed and delivered to Coachworks and a rental car was procured to return home 1/29/2015 I received the first phone call indicating they need a check to buy a rebuilt transfer case from a subcontractor1/30/2015 overnighted a check2/06/2015 I drove down to pick up the truck which was suppose to be completed.2/06/2015 Less than 20 miles from the shop the truck transfer case had a new problem...popping in to neutral from 2WD.2/06/2015 I drove the truck back at their request under warranty and kept the rental carWe were told it was a bad engine mount and they had fixed the problem and it was ready to pick up2/13/2015 I drove down again to pick the truck up. I loaded the truck and took it to Chandler. It didn't pop out of gear. [redacted] called to speak with my mother who was with me and we said that it looked like it was doing good. I then took the truck up to Phoenix without the trailer to test it at highway speeds in 2WD. It successfully returned to Chandler. I then loaded up and began to head home with my mother in the car.  It popped out of 2H like it did the first time on the 6th of February.  Coachworks couldn't locate a truck rental that would allow me to return home and do my work where a good deal of driving is done on dirt roads which void a rental cars warranty. They could not provide a loaner truck and the problem a week later was exactly the same. I was forced to drive home because I had no other option and they clearly didn't test the truck or know how to verify their vendors work before delivering the vehicle.[redacted] was in touch with my Mother and I and knew on the evening of 2/13/2015 that the transfer case had exploded.I had no transport arranged or offered by Coachworks the week of 2/16/2015  I waited and waited...no actionIt was my primary work truck for my business as I told them when I took it to them.I had no working vehicle in a remote rural town.3/5/2015 I received a quote to fix the transfer case from a local shop.The Dodge 2500 transfer case had never popped out of 2WD in to neutral prior to taking it to Coachworks. The factory service manual and subsequent repair clearly indicate the problem was always within the transfer case Coachworks installed and not with the motor mount whose replacement didn't solve the problem.The dates were tracked and significant to me as a small business owner because it cost me nearly $1000 in rental car fees while they attempted to fix the truck and the lost work time was damaging to my business. My complaint stands, they did not repair the transfer case for which they received monies to repair and when they were aware it was faulty their actions were inappropriate, insufficient and untimely in repairing and they refused to honor the warranty as [redacted] stated in an email on 3/4/2015. Best Regards,[redacted]

See attachment answer within complaint in red.
 
M. R[redacted]
Coach Works AB

[redacted] brought in his vehicle with over 200 thousand miles on the odometer to rebuild his transfer case.We sublet our transmission and drivetrain work out to a reputable company that we have used for years who offers a great warranty on their work. They rebuilt the transfer case and we...

delivered the vehicle. A day or two later, [redacted]’s Dodge was popping out of gear during acceleration.  [redacted] from Coachworks went to pick up [redacted]’s vehicle afterhours to diagnose the additional problems. The vehicle needed an engine motor mount which was severely torn from age and use and the transfer case linkage needed adjustment.  After these essential repairs were completed [redacted] picked up the vehicle, worked around town; and reported that the vehicle was working perfectly and was planning to head back home to Springerville.  He loaded up his vehicle and hooked up his trailer.  While driving and still in town; [redacted] called Coachworks and reported that the truck was making strange sounds from the transfer case area.  We asked him to stop and bring it back but he refused and wanted to drive it all the way back to his house, which is over 200 miles away. At which point, when almost home, he claims to of had experienced complete failure.After [redacted] explained the issue, we notified and consulted with the transmission shop and they suggested that the original transfer case has damage or has flaws and the stress of pushing it may have damaged the transfer case housing.  They recommended a new transfer case assembly as a warranty at no additional charge. Both our and their warranty policy stipulates that warranty work must be done at our location only otherwise voiding the warranty.  [redacted] was aware of the warranty stipulations.[redacted] was worried about sending the vehicle back and the issue pursuing. We assured him that the transmission shop was going to completely replace the transfer case instead of fixing it again.  [redacted] agreed and we made arrangements to have the vehicle shipped back down to the valley, no cost to [redacted], he agreed but then changed his mind 5 days later without notifying us and took it to another shop. The vehicle transport was completely arranged but was refused when he arrived.[redacted] was offered a new transfer case and free transport but instead voided his warranty by allowing another shop to fix the vehicle which resulted out of pocket. We made every effort to help [redacted] and honor the warranty in our contract but [redacted] decided against the warranty and the transport help and acted against the contract.  We, at Coachworks, feel confident that by purchasing quality parts for the rebuild and by acting as the middleman to save him a substantial amount of money in the repairs we did everything possible to rectify this issue and regret that [redacted] acted on poor advice.  [redacted]Coach Works INC.###-###-####

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] as in dealing with Coachworks in January 2015 has continued to demonstrate [redacted] and her lack of response to our problem and our need for resolution as indicated by their delay in response to our complaint of nearly 2 months.  She is incorrect and provides no dates which would clearly indicate the delays and improper handling of the complaint with the truck as the documented communications with the Revdex.com also indicates.  As Coachworks has done with this complaint, they waited nearly another month after March 7th to offer to transport the truck back to Coachworks. 1/19/2015 the truck was towed and delivered to Coachworks and a rental car was procured to return home 1/29/2015 I received the first phone call indicating they need a check to buy a rebuilt transfer case from a subcontractor1/30/2015 overnighted a check2/06/2015 I drove down to pick up the truck which was suppose to be completed.2/06/2015 Less than 20 miles from the shop the truck transfer case had a new problem...popping in to neutral from 2WD.2/06/2015 I drove the truck back at their request under warranty and kept the rental carWe were told it was a bad engine mount and they had fixed the problem and it was ready to pick up2/13/2015 I drove down again to pick the truck up. I loaded the truck and took it to Chandler. It didn't pop out of gear. [redacted] called to speak with my mother who was with me and we said that it looked like it was doing good. I then took the truck up to Phoenix without the trailer to test it at highway speeds in 2WD. It successfully returned to Chandler. I then loaded up and began to head home with my mother in the car.  It popped out of 2H like it did the first time on the 6th of February.  Coachworks couldn't locate a truck rental that would allow me to return home and do my work where a good deal of driving is done on dirt roads which void a rental cars warranty. They could not provide a loaner truck and the problem a week later was exactly the same. I was forced to drive home because I had no other option and they clearly didn't test the truck or know how to verify their vendors work before delivering the vehicle.[redacted] was in touch with my Mother and I and knew on the evening of 2/13/2015 that the transfer case had exploded.I had no transport arranged or offered by Coachworks the week of 2/16/2015  I waited and waited...no actionIt was my primary work truck for my business as I told them when I took it to them.I had no working vehicle in a remote rural town.3/5/2015 I received a quote to fix the transfer case from a local shop.The Dodge 2500 transfer case had never popped out of 2WD in to neutral prior to taking it to Coachworks. The factory service manual and subsequent repair clearly indicate the problem was always within the transfer case Coachworks installed and not with the motor mount whose replacement didn't solve the problem.The dates were tracked and significant to me as a small business owner because it cost me nearly $1000 in rental car fees while they attempted to fix the truck and the lost work time was damaging to my business. My complaint stands, they did not repair the transfer case for which they received monies to repair and when they were aware it was faulty their actions were inappropriate, insufficient and untimely in repairing and they refused to honor the warranty as [redacted] stated in an email on 3/4/2015. Best Regards,[redacted]

It is a fact that Coach works insisted  on used parts be used as opposed to after market which thy would not warrant. I was told by Marina they could buy them as cheap or cheaper than after market parts. After a week Coach works could not find used parts except the bumper cover. Matt was...

supposed to order it but delayed and it was gone..  Matt said he could not find a used header panel anywhere and suggested purchasing a new OEM part. I told Matt I would try and find a used one.  In about 2 days I found one in Bakersfield Ca,. purchased it and had it shipped to Coach works. Matt told me 3 times you want it to look like it never happened don't you?  Each time I replied yes. The reason for using used parts was Matt insisted after market parts had flashings would not paint properly and of general poor quality. I had gone into Coach works with after market prices for everything required except the passenger turn signal. Matt' original estimate was for about $2500 but I did not get a copy because he said he deleted it when he did another estimate. I only purchased the parts because Coach works said they couldn't find them, not trying to save money. Remember it was Coach works who insisted we get used parts so everything would fit properly. Last but certainly not least , when I picked up the car it had 4 problems. When I asked Matt who was responsible for QC at Coach works he replied he was. This goes a long way towards explaining why this went so badly. The reason I chose Coach works was because I had 2 vehicles fixed there prior to this. The 1t was a 1997 Miata with a dented fender and needed repaint. They did a good job and the estimate for $300 was what I paid. The second was my wife's 1997 Rav4. Again good job. This is why I went back the third time for the Grand Marquis. When I took it in for the original estimate Marina said she couldn't give me a  final estimate because it would have to go to the frame straighter first which would be about $245. I asked at that time how much the paint would cost and she told me $300. Apparently she missed the damage to the hood as part of the repair but that her fault. While it is true I did sign the estimates for repair I relied on Matt's word that "I would look as if it never happened". By signing the repair form I relied on coach works expertise to make it right. I told both Matt and Marina that I did not feel it was my job to double check their work order foe something that might be missing. That is why I went to  them in the first place, so I didn't have to worry about the quality of their work. I did offer to split the cost of repainting the hood but they refused. As for the bumper cover trim,Matt told me he broke it while trying to remove it from the old part. He never put that part on any estimate that I have. All in all either this was a bait an switch or incompetence. Perhaps a little bit of both. I don't expect to move Coach works 1", but I would say people who do business with them, had better be in the body shop business because they count on the customer to double check their  estimates  so that they  are done correctly.Matt is covering up for a poor QC job and Marina is covering up for Matt. Thanks for your time.  [redacted]

I had serious front end damage to my 06 Kia Rio and not having the insurance company paying for the damage I had a limited budget. [redacted] and [redacted], who are [redacted] and [redacted] and [redacted]'s [redacted] helps run the family business, worked with my budget to have my baby back on the road safely and looking pristine! They are friendly, professional, explaining all they are doing, getting the best deals possible. I highly recommend anyone needing to take good care of their vehicle come to this awesome Car Repair Heaven called Coach Works Auto Body!

I have reviewed the response made by the business in reference to complaint ID [redacted]nd accept their position.
However, there is a need to touch up the paint job: on the hood, driver's side paint "holiday" which Matt has seen, as well as on the roof...

and/or truck lid which will be done, expeditiously, at no cost to me since Matt has told me, and I confirmed this fact via email, that the paint job has a "lifetime" guarantee.As for the weather stripping I was erroneously informed that said stripping was NOT installed. And have found this to be untrue as of this day. I sincerely apologize, without prejudice, for this error Matt and Marina.

Regards,

I have never made a yelp review before but I thought it was necessary this time because of our horrible experience

My girlfriend was involved in an accident where another person hit her. Since his insurance wouldn't cover it, he offered to pay out of pocket for her repairs (we got extremely lucky to find someone this willing to help fix what he had done). After visiting 3 shops the estimates ranged from $1400-1800 to fix her front bumper and front headlight (and whatever else was under there that they had to fix). The last place we visited was this place, Coach works, gave her a high estimate of $2200, but assured that this estimate included replacing everything that could possibly have to be replaced. So pretty much a worse case scenario estimate at $2200 which kinda made sense. So we went with this place because the guy who hit my girlfriend in the accident didn't like surprises and liked knowing how much money he was going to pay. We didn't think it would worse case scenario but of course it was. So they began working on her car and stated it would take about a week. No big deal. Seemed reasonable

Then my girlfriend got a call

The lady who wrote the estimate for her, who also stated that $2100 was if EVERYTHING went wrong, called my girlfriend saying that she forgot to put the cost of the paint on the estimate. This would incur another $800 charge that we had to pay. She called after the car had already been worked on for a couple days and AFTER we had received a "worse case" estimate.

The other gentlemen who was paying for the damages didn't want anymore problems and decided to pay the extra $800 without dispute. If it was my girlfriend and I paying out of pocket, we would have pursued legal matter. There is no reason that he should have to pay for her mistake, especially after it was written down on paper.

DONT GO TO THIS PLACE. It might have been a different story if insurance was involved but we wont give this place a second chance. A lot better auto body shops in the area that wont lie to you