Gamboa's Body & Frame, Inc.

Customer brought the vehicle back for some adjustment issues. The customers complaints were legitimate and many of them were taken care of. The customer pointed our that the Dodge emblem on the right door was higher then the emblem on the other side. I ordered a new emblem to be replaced. I assured...

our customer that we would address all concerns and put the customer in a rental at our expense. When most of the work was done and about an hour before the customer was to arrive I went to check on the vehicle and the technician was removing the emblem and tells me that the reason the emblem was put where it was is due to a chip in the door and the emblem covered the chip (I was unaware of this) I understand the customers frustration as I am frustrated with this as well. I had his service advisor,[redacted], let him know about this and ask him what he would like us to do about this, I wanted to fix the chip and repaint the door then put the emblem in the correct location. The customer said that he did not care to do that, he just wants the emblems the same heights side to side, so [redacted] ordered emblems for the other side of the truck and told him that we would call him when the emblems arrive and schedule to have them installed. Before we were able to get the customer back in, the customer filed a complaint with Mercury insurance and was advised to take his vehicle to another shop and get an estimate to address all of his concerns. The majority of the estimate is to replace the right front door. We had replaced the right front door skin and the seam where the door skin meets the door shell looks slightly different. so he thinks the repair was done improperly. I do not agree with that, certain procedures cannot be duplicated in a repair environment as built by the vehicle manufacture, however, we have agreed to pay to have his concerns taken care of by the shop of his choice. This is the customers wish and we have whole heartedly agreed. We have given an apology, and I can assure everyone that there was never a safety issue with this repair.

Review: On May 5th I brought my Dodge pickup to Gamboa's Body and Frame for repairs after a collision. The repairs took 3 weeks. After the repairs were completed, I inspected the craftsmanship and noted many deficiencies. I returned the truck to Gamboa's a second time in attempt to resolve the issues. The owner, [redacted], was not professional during the second inspection of the pickup. The second attempt caused further damage to my truck. The work was not preformed to the Dodge manufactures repair specifications. The paint on the the door was chipped, bolts were not tightened and the exterior door skin began to separate from the door itself. I further outlined my concerns with Mercury Insurance, Gamboa's and the new repair facility. The new repair facility agreed with my concerns and formulated an estimate. Gamboa's contested the estimated and made repair recommendations. Gamboa's at no time made the same repair recommendation during the second attempt. There actions, attitude and craftsmanship has demonstrated many questionable business practices.Desired Settlement: I feel that a line of documentation needs to be started with Gamboa's Body and Frame. There questionable practices could result in further damage, injury or death. This is a simple resolution, document there actions. I believe, based on there actions, there will be further issues in the future.

Business

Response:

Customer brought the vehicle back for some adjustment issues. The customers complaints were legitimate and many of them were taken care of. The customer pointed our that the Dodge emblem on the right door was higher then the emblem on the other side. I ordered a new emblem to be replaced. I assured our customer that we would address all concerns and put the customer in a rental at our expense. When most of the work was done and about an hour before the customer was to arrive I went to check on the vehicle and the technician was removing the emblem and tells me that the reason the emblem was put where it was is due to a chip in the door and the emblem covered the chip (I was unaware of this) I understand the customers frustration as I am frustrated with this as well. I had his service advisor,[redacted], let him know about this and ask him what he would like us to do about this, I wanted to fix the chip and repaint the door then put the emblem in the correct location. The customer said that he did not care to do that, he just wants the emblems the same heights side to side, so [redacted] ordered emblems for the other side of the truck and told him that we would call him when the emblems arrive and schedule to have them installed. Before we were able to get the customer back in, the customer filed a complaint with Mercury insurance and was advised to take his vehicle to another shop and get an estimate to address all of his concerns. The majority of the estimate is to replace the right front door. We had replaced the right front door skin and the seam where the door skin meets the door shell looks slightly different. so he thinks the repair was done improperly. I do not agree with that, certain procedures cannot be duplicated in a repair environment as built by the vehicle manufacture, however, we have agreed to pay to have his concerns taken care of by the shop of his choice. This is the customers wish and we have whole heartedly agreed. We have given an apology, and I can assure everyone that there was never a safety issue with this repair.

Consumer

Response:

I am rejecting this response because: I appreciate the response however it is not entirely true... My concerns were clearly outlined in the attached PDF with notations and pictures. All of the notations I mentioned where never addressed. Mercury Insurance and the other body shop agreed with my concerns. I am sad that Gamboa's still continues to ignore the major concerns. Gamboa's has been informed about all aspects and concerns with the craftsmanship. My resolution has been met. Gramboa's now has a documentation trial of poor service. They have been informed by Mercury, Revdex.com, and myself.