Complaint: ***
I am rejecting this response because: The explaination given by the business does not explain why there was white paint in the interior of my vehicleWhen I offered to show them the rags that I used to clean the white paint off of my interior they said that they do not need it or want themThe paint that they tried to blend on the exterior of the vehicle does not match properly and there was damage to the bumper of my vehicle that they just repairedI was told that they don't know how the damage to the bumper occurred even though they had the vehicle in their possession and it was supposed to be a brand new bumper they replacedI was not allowed to inspect the vehicle before getting it from the repair shop, they only allowed me to pick up the vehicle after hours when no one was aroundThey have refused to accept that their work was inferior or that they did any damageI never signed off on any paperwork that would indicate that the work was adequate and they said it was too bad if I had a problem with the work they performed, because I was not paying the bill, Hartford insurance was paying the bill and they were the only one that mattered when repairing the vehicle
Regards,
*** ***
We are sorry to hear about our customers’ dissatisfaction. We repaired theexterior damage to the rear end of the vehicle according to industry standards.All the repairs were completed that were authorized through the insurance company. The new trunk hinges needed to get additional lubrication...
once the customer hadpicked the vehicle up due to some squeaking. This was an easy fix that took 5 minutes. IfMr. [redacted] is referring to the window tint as damage done to the interior, thetint had been previously scratched before it ever came into our shop, and is startingto delaminate. This caused a metallic like substance to fall onto the trim panel. Once it is touched it stays on your fingers and must have transferred ontothe black leather seats when we did a complementary detail on the vehicle. We were able to clean the interior finger prints off for the customer with a wet rag. Due to the rear end collision, and existing problem with the window tint wecannot cover the cost of having new tint installed.The disputed amount he is talking about covers the repairs that were completed onhis vehicle. He received a copy of the Final Bill with the itemized list of all the repairs that were done. If he has issues that are directly related to the repairs that we did to his vehicle, he needs to let us know what they are.Please see attached photos for documentation.
The morning after the customer picked up the vehicle he leftus a voicemail stating he was detailing the vehicle, which we had just done thenight before. That is when he noticed the pearl like substance on the interiortrim panels and a few finger prints on the drivers’ headrest and back seat. Aspreviously explained, there was no overspray or paint inside the vehicle. Whatappeared to be a pearl substance was in fact due to the de-lamination of thewindow tint. If there were paint on the interior of the vehicle it would notcome off easily, if at all. Automotive paint doesn’t just rub off with a rag onleather seats, trim, or even cloth. We didn’t have the vehicle open while inthe paint shop to get overspray inside. To fix the issue the customer needs toreplace his window tint.We understand the concern about the paint match. This issomething that even brand new pearl white vehicles have issues with from thefactory. It is a fact that the paint shows differently between the 2 different materials; such as the metal quarter panel and the plastic bumper cover. We have photos of the paint not matching perfectly before we ever touched the vehicle. Due to the age of the vehicle the clear coat will have a different shade against a blended panel due to the newlayer of clear coat. This is why when we quoted the customer for the damage tohis front bumper and left fender that we included time and materials to blendthe paint into the front door. If the customer would like we would recommendhim to contact the insurance company about the paint match issue.We did not force nor did we tell the customer his onlyoption would be to pick the vehicle up after hours. The customer had come bythe day before he picked it up to check the status. It was parked outside theoffice since we were waiting on a small part. We told the customer he couldlook over the vehicle and even take it and we would call him once we got thepart in. He chose to leave it with us so he didn’t have to bring it back. Once we got the part we installed it. It was late in the day and I knew the customer had to work the next day. I offered him to pick it up after hours as a convenience for him not to have to rush in thatevening or to come in early before work. He agreed to pick it up after hours.We washed the vehicle and parked it next to the office. We had not noticed anychips in the paint of the brand new bumper cover during the wash or our qualitycheck off. The customer called that night and left a message that hehad noticed a chip in the paint. It is the size of the tip of a pen so when thecustomer brought it back we buffed and touched up the small chip. We did not initially offer to repair the bumper since we didn’t feel 100% responsible. We also knew it would take about 2 days to sand out the paint chip and refinish the bumper but the customer seemed in ahurry to get the vehicle back. If the customer would like he can drop the vehicle off with us and we can take care of the small bumper chip.Thank you,Hill Country Customs
Complaint: ***
I am rejecting this response because: The explaination given by the business does not explain why there was white paint in the interior of my vehicleWhen I offered to show them the rags that I used to clean the white paint off of my interior they said that they do not need it or want themThe paint that they tried to blend on the exterior of the vehicle does not match properly and there was damage to the bumper of my vehicle that they just repairedI was told that they don't know how the damage to the bumper occurred even though they had the vehicle in their possession and it was supposed to be a brand new bumper they replacedI was not allowed to inspect the vehicle before getting it from the repair shop, they only allowed me to pick up the vehicle after hours when no one was aroundThey have refused to accept that their work was inferior or that they did any damageI never signed off on any paperwork that would indicate that the work was adequate and they said it was too bad if I had a problem with the work they performed, because I was not paying the bill, Hartford insurance was paying the bill and they were the only one that mattered when repairing the vehicle
Regards,
*** ***
We are sorry to hear about our customers’ dissatisfaction. We repaired theexterior damage to the rear end of the vehicle according to industry standards.All the repairs were completed that were authorized through the insurance company. The new trunk hinges needed to get additional lubrication...
once the customer hadpicked the vehicle up due to some squeaking. This was an easy fix that took 5 minutes. IfMr. [redacted] is referring to the window tint as damage done to the interior, thetint had been previously scratched before it ever came into our shop, and is startingto delaminate. This caused a metallic like substance to fall onto the trim panel. Once it is touched it stays on your fingers and must have transferred ontothe black leather seats when we did a complementary detail on the vehicle. We were able to clean the interior finger prints off for the customer with a wet rag. Due to the rear end collision, and existing problem with the window tint wecannot cover the cost of having new tint installed.The disputed amount he is talking about covers the repairs that were completed onhis vehicle. He received a copy of the Final Bill with the itemized list of all the repairs that were done. If he has issues that are directly related to the repairs that we did to his vehicle, he needs to let us know what they are.Please see attached photos for documentation.
The morning after the customer picked up the vehicle he leftus a voicemail stating he was detailing the vehicle, which we had just done thenight before. That is when he noticed the pearl like substance on the interiortrim panels and a few finger prints on the drivers’ headrest and back seat. Aspreviously explained, there was no overspray or paint inside the vehicle. Whatappeared to be a pearl substance was in fact due to the de-lamination of thewindow tint. If there were paint on the interior of the vehicle it would notcome off easily, if at all. Automotive paint doesn’t just rub off with a rag onleather seats, trim, or even cloth. We didn’t have the vehicle open while inthe paint shop to get overspray inside. To fix the issue the customer needs toreplace his window tint.We understand the concern about the paint match. This issomething that even brand new pearl white vehicles have issues with from thefactory. It is a fact that the paint shows differently between the 2 different materials; such as the metal quarter panel and the plastic bumper cover. We have photos of the paint not matching perfectly before we ever touched the vehicle. Due to the age of the vehicle the clear coat will have a different shade against a blended panel due to the newlayer of clear coat. This is why when we quoted the customer for the damage tohis front bumper and left fender that we included time and materials to blendthe paint into the front door. If the customer would like we would recommendhim to contact the insurance company about the paint match issue.We did not force nor did we tell the customer his onlyoption would be to pick the vehicle up after hours. The customer had come bythe day before he picked it up to check the status. It was parked outside theoffice since we were waiting on a small part. We told the customer he couldlook over the vehicle and even take it and we would call him once we got thepart in. He chose to leave it with us so he didn’t have to bring it back. Once we got the part we installed it. It was late in the day and I knew the customer had to work the next day. I offered him to pick it up after hours as a convenience for him not to have to rush in thatevening or to come in early before work. He agreed to pick it up after hours.We washed the vehicle and parked it next to the office. We had not noticed anychips in the paint of the brand new bumper cover during the wash or our qualitycheck off. The customer called that night and left a message that hehad noticed a chip in the paint. It is the size of the tip of a pen so when thecustomer brought it back we buffed and touched up the small chip. We did not initially offer to repair the bumper since we didn’t feel 100% responsible. We also knew it would take about 2 days to sand out the paint chip and refinish the bumper but the customer seemed in ahurry to get the vehicle back. If the customer would like he can drop the vehicle off with us and we can take care of the small bumper chip.Thank you,Hill Country Customs