Prosser's Auto Body

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response per the attached letter dated August 26, 2014.
Regards,
[redacted]

August 4, 2014
After 36 years, Prosser's Auto Body, LLC closed its doors for business as of June 26, 2014. The phone line will be disconnected as of September 8, 2014, and the post office box will be cancelled as of September 1, 2014.
We performed repair work to [redacted]'s [redacted] during the week of January 16-19, 2014. All parts used on her car were selected by her insurance company. To the best of my knowledge, [redacted] contacted me in late February regarding the issue. I directed her to bring the car in and I would take a look at it and we could proceed from there.
No further contact was received, until she showed up June 24, 2014 to get the process started to rectify the issue. Again, this date is to the best of my knowledge. As stated above, the business was closing June 26th, two days after she showed up. Had she not waited four months to act, and appeared with no notice when there were only 2 days of operation left, something could have been done. At that time, advised her to contact her insurance company, as they were the ones that ordered the aftermarket bumper rather than authorizing a new one. I also advised her to contact [redacted], as the “lifetime limited paint performance guarantee” is through them, not Prosser's Auto Body, LLC. I provided her with all the phone numbers and contact names to do this.The root of the problem is twofold:
• The aftermarket bumper, which we were authorized to purchase from [redacted] Automotive rather than purchasing a new bumper from GM. Her insurance company made this decision and authorization. Any issues or concerns regarding a possibly defective bumper would not be the responsibility of Prosser's Auto Body, LLC; rather it is an issue between [redacted] Automotive and her insurance company.
• The paint, which is warranted by [redacted], not Prosser's Auto Body, LLC. I have attached two pages of the [redacted] warranty information that were provided to [redacted] at the time she picked up her car, with the pertinent items highlighted. She states in her complaint that “the paint has a lifetime paint performance guarantee from [redacted]". The operative words are from [redacted]. The warranty from [redacted] clearly states, “In the event you experience a problem with the [redacted] Automotive Finish on your vehicle, return it to the [redacted] Collision Repair Center that performed the original repair for inspection and assessment. You may select an alternate [redacted] Collision Repair Center only if you have moved, or if your original repair center is no longer in operation.” It goes on to state that if the failure is covered under this guarantee, it will be repaired free of charge at any [redacted] repair center.She also states in her complaint, “warranty information from Prosser's Auto Body, LLC that states that the refinishing repair work has a lifetime of ownership of auto.” The repair work is not the issue. Even if the issue would be the repair work, it is still a moot point as Prosser's Auto Body, LLC is no longer open for business; there is no one to do any repair work.Had [redacted] brought in her vehicle in a timely manner, Prosser's Auto Body, LLC would have handled the issues for her by contacting both the insurance company and [redacted], and then performing the repair as authorized by her insurance company as the [redacted] Collision Center. She will have to contact her insurance company and [redacted] herself to locate an alternate [redacted] Collision Repair Center to get this rectified. And, as noted above, this information was all provided to [redacted] and she was advised of how to handle this when we spoke.
Also, the disputed amount she lists is not correct as it includes parts, labor, and paint for repairs to the trunk lid, the right tail lamp assembly, name emblems, and moldings.
Sincerely,
Brian P
Former Owner at Prosser's Auto Body, LLC

The reason for rejecting Prosser's Auto Body, LLC's response is due to the response that I received from my insurance company, whom said I would need to contact Prosser's Auto Body, LOC as indicated in the letter that I attached in my response dated August 26, 2014.

Review: Please note that I had my car (2012 [redacted]; VIN# [redacted]) repaired at Prosser's Auto Body, LLC on January 17, 2014 under an insurance claim through my insurance company ([redacted]'s) for damage done to the rear bumper/trunk area and was given paperwork that states that the paint has a lifetime limited paint performance guarantee from [redacted] as well as warranty information from Prosser's Auto Body, LLC that states that the refinishing repair work has a lifetime of ownership of auto. When picking up my car I paid my deductible that was owed on the insurance claim (copies to be provided). The paint/body work was fine when I picked up the car, however, a few months went by and I noticed that my paint was starting to peel away in the rear bumper area and also noticed that where the bumper and the body of the car meet the paint looked to have a rough edging on it. I work two jobs so my schedule is very limited, however, I called Prosser's Auto Body, LLC and talked to Brian P[redacted], he told me it was more than likely due to the paint being a water based paint and to bring it by and he would take a look at it. I didn't take the car in immediately as I had previously stated I work two jobs so my schedule is very limited but also I was under the understanding that my paintwork had a lifetime guarantee on it as long as I owned the vehicle. I then learned that they were closing their doors so I immediately went in when they were still open and talked to Mr. Brian P[redacted] and he basically told me that they were closing their doors in a few days and he couldn't help me even though they were still open. I feel they should have to honor the warranty that they had implied as it is from January 17, 2014 as they did not give their customers notice that they were closing their doors.Desired Settlement: I feel Prosser's Auto Body, LLC should be held accountable for the work that they done considering that I have paperwork that states that there's a warranty on the parts and workmanship of the paint. I feel since this was an insurance claim the insurance company should be able to back charge them and make them pay back the money they received off of the claim so that my insurance company will pay for me to go elsewhere.

Consumer

Response:

[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]

At this time, I have not been contacted by Prosser's Auto Body, LLC regarding complaint ID [redacted].

Regards,

Business

Response:

August 4, 2014After 36 years, Prosser's Auto Body, LLC closed its doors for business as of June 26, 2014. The phone line will be disconnected as of September 8, 2014, and the post office box will be cancelled as of September 1, 2014.We performed repair work to [redacted]'s [redacted] during the week of January 16-19, 2014. All parts used on her car were selected by her insurance company. To the best of my knowledge, [redacted] contacted me in late February regarding the issue. I directed her to bring the car in and I would take a look at it and we could proceed from there.No further contact was received, until she showed up June 24, 2014 to get the process started to rectify the issue. Again, this date is to the best of my knowledge. As stated above, the business was closing June 26th, two days after she showed up. Had she not waited four months to act, and appeared with no notice when there were only 2 days of operation left, something could have been done. At that time, advised her to contact her insurance company, as they were the ones that ordered the aftermarket bumper rather than authorizing a new one. I also advised her to contact [redacted], as the “lifetime limited paint performance guarantee” is through them, not Prosser's Auto Body, LLC. I provided her with all the phone numbers and contact names to do this.The root of the problem is twofold:• The aftermarket bumper, which we were authorized to purchase from [redacted] Automotive rather than purchasing a new bumper from GM. Her insurance company made this decision and authorization. Any issues or concerns regarding a possibly defective bumper would not be the responsibility of Prosser's Auto Body, LLC; rather it is an issue between [redacted] Automotive and her insurance company.• The paint, which is warranted by [redacted], not Prosser's Auto Body, LLC. I have attached two pages of the [redacted] warranty information that were provided to [redacted] at the time she picked up her car, with the pertinent items highlighted. She states in her complaint that “the paint has a lifetime paint performance guarantee from [redacted]". The operative words are from [redacted]. The warranty from [redacted] clearly states, “In the event you experience a problem with the [redacted] Automotive Finish on your vehicle, return it to the [redacted] Collision Repair Center that performed the original repair for inspection and assessment. You may select an alternate [redacted] Collision Repair Center only if you have moved, or if your original repair center is no longer in operation.” It goes on to state that if the failure is covered under this guarantee, it will be repaired free of charge at any [redacted] repair center.She also states in her complaint, “warranty information from Prosser's Auto Body, LLC that states that the refinishing repair work has a lifetime of ownership of auto.” The repair work is not the issue. Even if the issue would be the repair work, it is still a moot point as Prosser's Auto Body, LLC is no longer open for business; there is no one to do any repair work.Had [redacted] brought in her vehicle in a timely manner, Prosser's Auto Body, LLC would have handled the issues for her by contacting both the insurance company and [redacted], and then performing the repair as authorized by her insurance company as the [redacted] Collision Center. She will have to contact her insurance company and [redacted] herself to locate an alternate [redacted] Collision Repair Center to get this rectified. And, as noted above, this information was all provided to [redacted] and she was advised of how to handle this when we spoke.Also, the disputed amount she lists is not correct as it includes parts, labor, and paint for repairs to the trunk lid, the right tail lamp assembly, name emblems, and moldings.Sincerely, Brian PFormer Owner at Prosser's Auto Body, LLC

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response per the attached letter dated August 26, 2014.

Regards,

Consumer

Response:

The reason for rejecting Prosser's Auto Body, LLC's response is due to the response that I received from my insurance company, whom said I would need to contact Prosser's Auto Body, LOC as indicated in the letter that I attached in my response dated August 26, 2014.