Paint & Body Experts of Slidell, Inc.

Review: On May 18, I was in an auto accident. As a result, my car was brought to Paint and Body Experts, as they worked with my insurance company. Throughout the initial repair, the shop was in contact with my husband daily, sending texts that updated him when parts were shipped, arrived, and detailing the daily work on the vehicle.

On May 27th, I received a call (the first to my phone, not my husbands), that my car was ready. We were called after 4:30, and rushed to get there and pick up my car before the shop closed at 5:00. Everything looked okay on the outside of the vehicle, and we drove the 2 miles home. Once at home, my husband decided to pop the hood to check the engine, since work had been done on the radiator. When he went to pull the latch to pop the front hood, he found it broken, and a large crack in the dash. This was new damage, as he had popped the hood at the scene of the accident without a problem.

Once we got the hood open, there was an obvious leak near the radiator hoses, with water spewing everywhere. I immediately called the auto shop back, and since they had just closed, was asked to bring it in first think the next morning. My car was returned to the shop on Saturday, May 28th.

On Monday, the 30th, the shop called me (again, not my husband, as they had throughout the entire repair process) and informed me that the leak was from a faulty water pump, and the latch had been broken previously and glued. To our knowledge, my car was in working order before the accident. The report given to the insurance company did not list either of these issues as pre-existing, and I know there was not a broken hood latch or cracked dash when it was brought in. They refused to repair the two items.

As of June 8th, I still do not have my car back. The auto shop refused to pay for the damages they incurred, but my insurance has to pay. Today I was told it could be another week, possibly two before my car is done.Desired Settlement: Ideally, I think that Paint and Body Experts should cover additional repairs, not my insurance company. I also would like them to provide me a rental vehicle during the duration of repairs as I have been without a car two additional weeks (and possibly two more before repairs are done), due to their negligence.

Business

Response:

We apologize for your inconvenience. We delivered this vehicle, and the customer called back and advised there was a leak coming from somewhere under the hood. The customer also had issue with a broken hood latch release that is located in the vehicles cab. This was not noted as prior damage as per the hood latch release worked properly while the vehicle was in our care. The issue with the water pump leaking was a pinhole leak, did not appear to be accident related. As a shop, we reported issue to the insurance company, and after review they agreed to pay for the water pump. The second issue with the hood latch release being broken appeared to be a prior issue that someone repaired incorrectly. They apparently glued the part together prior to this issue. The glue that was used to put this part back together seemed to be aged. It took the insurance company a few days to approve the second part of the repairs. When they were approved the part that was agreed upon was ordered, it was the incorrect part and was sent back and the parts vender was contacted. The correct part was ordered. The part is on national back order and should be received by the end of the week or the beginning of the next. We are not in control of our vender’s shipping, receiving or on hand inventory, because this is not a part that would warrant replacement frequently. In this case, we are dealing with the dealership on all parts. As a shop, we in no way acted in bad faith at anytime. We have been in constant contact with the insurance company with these issues and concerns. With this being hidden damages (damages that would not have been seen without looking for that particular issue) we would not have been able to address it. We have also been in contact with the customer about the issues. The reason another contact person had been used when contacting the customer would have been per customer request. Allot of our email/text messaging are automated. We also have in the referal paperwork (from the insurance company) a primary phone number that is a prefered contact, that comes straight from the insurance company, and that tends to be the number that is the main contact number. The customer at no time has asked us about a rental vehicle. As the insurance company paying for the issues this would be something they would need to talk with their insurance company about coverage on their policy. If this were a warranty issue it would have been covered, by us. After review of the issues stated in this complaint, the customer was contacted, via the preferred contact from the insurance company (The secondary number went to voicemail). I spoke with the husband and he advised that he had received voicemails and was at work and just could not answer. I advised the customer that the water pump had already been replaced, and the hood was operable and safe to drive with as per there is no issues with the opening or closing for the part, it is just an issue with where the handle attaches. The hood opens and closes correctly. The customer thanked me for the call. The customer advised me that they did not need a rental because he and his family were going out of town this weekend and have another vehicle. I advised the customer about the delay with the part, he understood that the part is on national back order and will be shipped from manufacture (strait from Detroit, MI) and as soon as the part is received would be installed. The customer is ok with and understands the delay. The customer thanked me for my time.