Initial Business Response /* (1000, 9, 2016/02/19) */
To start, I am pleased to say that we have been able to resolve this complaint with the customer to the best of our ability and to the satisfaction of the customerWe fixed the vehicle using the exact replacement parts that the
insurance company authorizedFrom the beginning, the customer had expressed a want to save a deductible, with that; there is no way to save money and replace with all OEM partsWe were not made aware that he wanted to use all OEM parts when he came in for the initial estimateThe issues that were pointed out by the customer were taken care of when he brought the car back in and let us spend some more time on the areas that the customer was not pleased withWe resprayed the underside of the hood, buffed the whole hood, buffed fender, and repainted the windshield pillarOverall, the vehicle left our shop at above industry standards and we were pleased with the work that was done
Initial Consumer Rebuttal /* (2000, 11, 2016/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
AFTER THE FINAL DROP OFF OF MY VEHICLE, THEY HAD IT FOR DAYS, AND YES DID FIX THE AREAS THEY MISSED BEFORETHAT WAS MY 3RD RETURN TO THE SHOPLIKE THE OWNER SAID BEFORE, ITS JUST WORD AGAINST WORD, BUT I KNOW FOR A FACT THAT I SAID OEM PARTS, HE EVEN TOLD ME THEY WOULD DO THE SAME WORK AS ANY SHOPEVERY OTHER SHOP I TOOK TO SAID THEY WOULD GET ME AN OEM HOODLIKE I SAID BEFORE, WHY WOULD I WANT AN OEM WINDSHIELD, AND AFTERMARKET BODY PARTS? I KNOW WHAT I SAIDBUT ITS DONE AND OVER WITHI WOULD SUGGEST ANYBODY THAT GOES HERE, TO GET EVERYTHING IN WRITING, OTHERWISE, YOU WILL END UP IN MY SITUATION
Initial Business Response /* (1000, 5, 2014/06/24) */
Contact Name and Title: [redacted], Owner
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@dentdepot.com
It is true that Mr. [redacted] brought his vehicle in for us to install and refinish the spoiler. However, he has failed to mention...
several key issues in his complaint.
The vehicle he brought to us was not made for a spoiler and therefore had to be drilled and installed which he is well aware of. This was made clear to him when he brought it in. Also the spoiler that was used was furnished by the customer. We do not sell these spoilers and in fact it didn't even appear to fit his vehicle properly which we pointed out.
Mr. [redacted] as he did mention brought his car back in at a later date pointing out some of these issues. The problem is not the paint or the prep work that was done. The issue is related to the poor quality of the aftermarket spoiler as well as the installation on a vehicle that was not equipped to have such a design installed.
In summary, since this was a product that the customer provided to us himself and was not in any way original to this vehicle, there is absolutely nothing that we are willing to do for the situation. We acknowledge that he has issues, but since they are all related to the product that he provided. He needs to pursue the manufacturer, not us. The work that we were paid for was for refinishing and installing only and for no repairs of the existing product.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
(1) Yes drilling is required for any spoiler to be installed, but thru the trunk itself but not thru the trunk panel cover. The panel(cover) insists of push rivets which can be pop out and reinserted, in this case they did not remove the panel, instead drill thru the panel creating a 1 inch hole on each side. Hence, it's the mechanic carelessness(2) When I showed [redacted] the spoiler, I told him this is a aftermarket piece, and we went over with all the details, [redacted] was very aware of the flaws and said he would fix it.(3) This is the main reason why people are paying big money to have these defect(s) fix in first place. If [redacted] , had mentioned it would cost me $411 to just spray paint and install only, I would not have done it, my spoiler still has some pin holes in corners and surface is rough , feels bumpy and looks wavy on top of surface. since [redacted] told me from the beginning that he would do the prep work to fix all the flaws and pin holes , that's why I agreed to do the job. Otherwise there is no way I would proceed . This is unacceptable!!!!
Final Business Response /* (4000, 9, 2014/06/30) */
As we explained in our previous response, Mr. [redacted] paid for us to install and paint the spoiler- nothing more. Furthermore, being that this spoiler is an aftermarket product and does in fact have waves in the material that it is composed of there is in fact no simple way to repair the product. The flaws are within the aftermarket design. It is true that we did tell Mr. [redacted] that we would prep and paint his spoiler before installing. In prepping a product it is done by using at 400 grit sand paper before applying any refinishing materials. This was in fact done; however, this does not in any way shape or form repair manufacture flaws in a product. As stated previously, the imperfections and issues that he has need to be pursed with the manufacturer of the product which he purchased and not with our shop that painted and installed it. As stated by the customer, it is true that [redacted] was aware of the flaws in the product; however, these flaws where never repaired and would be nearly impossible to repair based on the quality of the product. I personally contacted Mr. [redacted] by phone before installing and painting the spoiler due to the fact that the product did not fit properly or install properly since it was not designed for his vehicle (his vehicle was never designed to accept a spoiler). During the conversation, he told me to go ahead and refinish and install the spoiler. Regarding the comment Mr. [redacted] mentioned that he paid "big money" is not correct. Mr. [redacted]'s vehicle was painted originally painted with a tri-stage pearl paint which is in fact very costly. The $411.39 that was paid is in no way a high price in this industry based on the work that was performed. We have tried to answer and address each one of his concerns as best as possible and are aware that we most likely will not come with a resolution that he is happy with. But, we consider this complaint closed at this time.
Initial Business Response /* (1000, 9, 2016/02/19) */
To start, I am pleased to say that we have been able to resolve this complaint with the customer to the best of our ability and to the satisfaction of the customerWe fixed the vehicle using the exact replacement parts that the
insurance company authorizedFrom the beginning, the customer had expressed a want to save a deductible, with that; there is no way to save money and replace with all OEM partsWe were not made aware that he wanted to use all OEM parts when he came in for the initial estimateThe issues that were pointed out by the customer were taken care of when he brought the car back in and let us spend some more time on the areas that the customer was not pleased withWe resprayed the underside of the hood, buffed the whole hood, buffed fender, and repainted the windshield pillarOverall, the vehicle left our shop at above industry standards and we were pleased with the work that was done
Initial Consumer Rebuttal /* (2000, 11, 2016/02/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
AFTER THE FINAL DROP OFF OF MY VEHICLE, THEY HAD IT FOR DAYS, AND YES DID FIX THE AREAS THEY MISSED BEFORETHAT WAS MY 3RD RETURN TO THE SHOPLIKE THE OWNER SAID BEFORE, ITS JUST WORD AGAINST WORD, BUT I KNOW FOR A FACT THAT I SAID OEM PARTS, HE EVEN TOLD ME THEY WOULD DO THE SAME WORK AS ANY SHOPEVERY OTHER SHOP I TOOK TO SAID THEY WOULD GET ME AN OEM HOODLIKE I SAID BEFORE, WHY WOULD I WANT AN OEM WINDSHIELD, AND AFTERMARKET BODY PARTS? I KNOW WHAT I SAIDBUT ITS DONE AND OVER WITHI WOULD SUGGEST ANYBODY THAT GOES HERE, TO GET EVERYTHING IN WRITING, OTHERWISE, YOU WILL END UP IN MY SITUATION
Initial Business Response /* (1000, 5, 2014/06/24) */
Contact Name and Title: [redacted], Owner
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@dentdepot.com
It is true that Mr. [redacted] brought his vehicle in for us to install and refinish the spoiler. However, he has failed to mention...
several key issues in his complaint.
The vehicle he brought to us was not made for a spoiler and therefore had to be drilled and installed which he is well aware of. This was made clear to him when he brought it in. Also the spoiler that was used was furnished by the customer. We do not sell these spoilers and in fact it didn't even appear to fit his vehicle properly which we pointed out.
Mr. [redacted] as he did mention brought his car back in at a later date pointing out some of these issues. The problem is not the paint or the prep work that was done. The issue is related to the poor quality of the aftermarket spoiler as well as the installation on a vehicle that was not equipped to have such a design installed.
In summary, since this was a product that the customer provided to us himself and was not in any way original to this vehicle, there is absolutely nothing that we are willing to do for the situation. We acknowledge that he has issues, but since they are all related to the product that he provided. He needs to pursue the manufacturer, not us. The work that we were paid for was for refinishing and installing only and for no repairs of the existing product.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
(1) Yes drilling is required for any spoiler to be installed, but thru the trunk itself but not thru the trunk panel cover. The panel(cover) insists of push rivets which can be pop out and reinserted, in this case they did not remove the panel, instead drill thru the panel creating a 1 inch hole on each side. Hence, it's the mechanic carelessness(2) When I showed [redacted] the spoiler, I told him this is a aftermarket piece, and we went over with all the details, [redacted] was very aware of the flaws and said he would fix it.(3) This is the main reason why people are paying big money to have these defect(s) fix in first place. If [redacted] , had mentioned it would cost me $411 to just spray paint and install only, I would not have done it, my spoiler still has some pin holes in corners and surface is rough , feels bumpy and looks wavy on top of surface. since [redacted] told me from the beginning that he would do the prep work to fix all the flaws and pin holes , that's why I agreed to do the job. Otherwise there is no way I would proceed . This is unacceptable!!!!
Final Business Response /* (4000, 9, 2014/06/30) */
As we explained in our previous response, Mr. [redacted] paid for us to install and paint the spoiler- nothing more. Furthermore, being that this spoiler is an aftermarket product and does in fact have waves in the material that it is composed of there is in fact no simple way to repair the product. The flaws are within the aftermarket design. It is true that we did tell Mr. [redacted] that we would prep and paint his spoiler before installing. In prepping a product it is done by using at 400 grit sand paper before applying any refinishing materials. This was in fact done; however, this does not in any way shape or form repair manufacture flaws in a product. As stated previously, the imperfections and issues that he has need to be pursed with the manufacturer of the product which he purchased and not with our shop that painted and installed it. As stated by the customer, it is true that [redacted] was aware of the flaws in the product; however, these flaws where never repaired and would be nearly impossible to repair based on the quality of the product. I personally contacted Mr. [redacted] by phone before installing and painting the spoiler due to the fact that the product did not fit properly or install properly since it was not designed for his vehicle (his vehicle was never designed to accept a spoiler). During the conversation, he told me to go ahead and refinish and install the spoiler. Regarding the comment Mr. [redacted] mentioned that he paid "big money" is not correct. Mr. [redacted]'s vehicle was painted originally painted with a tri-stage pearl paint which is in fact very costly. The $411.39 that was paid is in no way a high price in this industry based on the work that was performed. We have tried to answer and address each one of his concerns as best as possible and are aware that we most likely will not come with a resolution that he is happy with. But, we consider this complaint closed at this time.