Red Star Auto Body Shop

Review: paint & remove old and install parts damaged old parts inferior work on new and attempted cover-up misaligned as well. Not willing to fix the

Hired to paint and remove old and install new spoiler, side skirts and rear valance on 2010 mustang show car with only 3800 miles that belonged to my recently deceased father. Red star damaged the old spoiler with deep scratches and did a horrible job full of orange peel (due to rushed and improper wet sanding in the paint process)in the paint and debris as if painted outside! they even got blue paint on the new spoiler under the clear coat so cant be removed and hid damage to side valances with skateboard tape! and rear spoiler is misaligned as well. when mentioned to [redacted] the owner I was told thats just they way it is and there is no way they would be able or willing to fix the damage. I also received threats that "hey, its your job if I have to call [redacted] when said this needs to get fixed - since he is personal friends with the General Sales Manager [redacted] my job of 4 years?!?! [redacted] refuses to cooperate and gets belligerent and when attempt to discuss with him resorting to name calling etc (example,when attempted to discuss first time he walked away saying 'whatever, [redacted]'). Please help and advise! Can supply pictures etc.Desired Settlement: Willing to get three estimates from reputable shops and have fixed by someone else who can remove debris in paint and do a proper repaint of parts to remove accidental paint transfer and heavy orange peel from rushed improper wet-sanding of rear valance and align spoiler properly and fix damage to original spoiler. (This was a flawless New Mustang with only 3800 miles)- Since multiple attempts have been met with hostility.

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted]

Contact Phone: XXX XXX-XXXX

Contact Email: [redacted]@redstarautoworks.com

Hi, This is [redacted], owner of Red*Star Body & Paint in Sacramento. As you can see, within nine years of business at the same location, we have had zero complaints with the Revdex.com. Generally speaking, I make a habit out of befriending my customers. Approximately 80% of our business is from repeat wholesale and retail customers. Recently I received your letter informing me of Mr. [redacted]'s complaint (case# XXXXXXXX). I am not surprised to have received this, even though our last text communications seemed that we had it under control, and per [redacted], he was NOT "plotting vindictive behavior". But I see that the contrary is in fact the truth. This complaint includes two glaring and vindictive fabrications that have me unwilling to proceed any further with [redacted], at least until they are removed.

I will quote from the original complaint in which I received on 5/24/2013. The first fraudulent statement is: "example, when attempted to discuss first time he walked away saying 'whatever, [redacted]". This is an utter lie. I do recall a completely unrelated instance where I was at the dealership and a coworker of [redacted] had asked me about an unrelated job, "Hey, is that pearl white a tough color to match?" In which I replied, "Yes, it's a [redacted]". Shop talk is just a part of the car business, and [redacted] seems to be attempting to selfishly manipulate the truth to apply this unrelated statement to his "complaint". The first time [redacted] brought his issues up to me, we were walking the car together, and I was answering all of his disrespectfully toned questions at my shop. He then proceeded to come in, pay, sign and leave.

The second deceitful statement in the original complaint is: "I also received threats that "hey, it's your job if I have to call [redacted] As for the "threat" to his job...I am in no way willing to accept this statement. I have zero say in regards to who they hire, employ or fire, nor have I ever made such a statement or claim to have such authority. This is simply preposterous. These slanderous lies combined with the FACT that [redacted] showed up at my shop to pick up his vehicle with an ARMED MAN in an attempt to intimidate me and or my employees have me unwilling to work with [redacted]. I will however, submit a statement as to our side of this unfortunate story.

I was contacted by a longtime business acquaintance who happens to be [redacted]'s sales manager. He told me that one of his sales persons wanted to have some work done on his Mustang and asked if I could offer him a "deal". I have been servicing his body and paint needs for nearly a decade without a problem and have made many dealership friends throughout that time. I agreed to help [redacted] out by offering him a wholesale labor rate, which I have done and am happy to do for all of my account's employees.

[redacted] arrived about a week later to get a quote for the work that he wanted done. He had purchased aftermarket (non-OEM) restyling parts for his Mustang. Anyone who knows aftermarket parts knows that they are often times far from perfect. At that time he had mentioned how upset he was with the fact that his car was a 4.6 liter rather than a 5.0, and that he had sold this car to his late father and was now inheriting it. He also expressed his disapproval of how these aftermarket parts arrived from the manufacturer and how he was in the process of a dispute with them over a minor defect (less than 1/4" mark on exhaust tip). He also had a complaint with the makers of the aftermarket lamps that he had ordered and asked us to install. I smelled the potential for trouble at that time because of his already complaining attitude about every other aspect of this job so far, but took the job anyways because of the referral from a mutual friend.

As we began work on [redacted]'s car we ran into problems with the parts. The aftermarket parts [redacted] had provided had factory defects. I contacted the manufacturer and sent them pics of the parts. They told me that the parts were not supposed to have the additional tabs, and that those tabs should have been removed at the factory but were not. They said that the parts must have somehow slipped through QC. Since we are a body shop and experienced installers, we simply ground off these tabs and moved forward with job without creating a larger issue. We did NOT charge [redacted] for this additional labor. After the necessary modifications had been completed, parts were pre fit and appeared to fit as well as the online pics of these parts on other cars. So we proceeded with the job. As we began installing the aftermarket exhaust that he provided, we realized that the supplied clamps remain loose and easily moved out of alignment after being fully torqued. Again with no additional cost to [redacted] we reached into our stock of our professional grade exhaust fasteners and replaced the dysfunctional parts with some from our own supply.

[redacted] popped in and out of the shop unannounced multiple times, seemingly looking for a problem, or to ask us to throw in work for free. He told me that he had some new tail lamps, asked if we could install. He was not satisfied with this supplier neither as they had a small scuff on the lense that he asked if we could fix. We did, and installed them at no additional cost to [redacted]. Then he told me that he had new exhaust tips and if we could hold the vehicle until new tips arrived. I was told that one side of the rear bumper had a larger gap than the other side from the factory. I told [redacted] not to worry as this is fairly common. We resolved this factory alignment issue again at no additional charge without even a "thank you" from [redacted].

The day that [redacted] came to get the car, I had actually offered to deliver the car to his workplace as I was going to be dropping the unrelated pearl white vehicle off at the same time. Never the less, [redacted] arrived on this day with an ARMED companion who stood to the side with arms folded while [redacted] proceeded to look at his car from within a one foot distance and pointed out a couple small imperfections. I had not seen the vehicle that up close and was unaware of these imperfections. The main imperfection that he was pointing out is quite literally smaller than a grain of sand, another is a couple of blue specks in the paint in an overall area smaller than the size of a dime.

[redacted] asked what I was gonna do about the "crappy" work and I could see that he was instigating a conflict. I answered [redacted]'s questions with honest answers. He huffed and puffed. He asked about the blue specs, I told him that unfortunately this small part would need refinished as there is no way of removing a speck that is underneath clearcoat. Again he huffed and puffed and looked at his armed companion. In an attempt to calm [redacted], I said that these type things are "par for the coarse". I told him that no paint job comes out 100% perfect all the time ,but the solutions were simple. He would not hear this and continued his huffing and puffing attitude. I waited for [redacted] to tell me what he wanted to do through an awkward silence. Then, He said whatever and walked inside, got out his credit card, paid, signed and left.

Later that evening I returned to the dealership to take some pics of this pearl white dealership job. As I took pics, [redacted] and couple salesman approached. This is when one of them asked if the pearl white was a tough color to match and I replied "Yes, It's a [redacted]". This is the only time in which I ever said the phrase "[redacted]" anywhere around [redacted]. Shop talk is common but [redacted] is manipulating the truth in a deceitful way, trying to apply this unrelated instance to his complaint. That night I started receiving text messages and emails from [redacted] containing language like "lets handle this like men", which I perceived as a threat . Handling like men is exactly what Im doing by replying to this complaint through Revdex.com. I do not want [redacted] and his intimidation tactics here at my shop anymore. I have offered to make it right multiple times, but it seems [redacted] would rather pursue a conflict.

I am truly at odds with myself at this point because it is in my nature to bring prompt resolution to each and every issue that arises here at Red*Star, thus a successful small business throughout the roughest of economies. But, I am not willing to be intimidated nor slandered into offering this guy more than the $-328.13 that I already knocked off the price of the job for him. I might consider addressing [redacted]'s minor paint imperfections if he retracts the deceitful, and dishonest statements mentioned above. Otherwise, I guess I will have to be satisfied with one Revdex.com "complaint" in over 9 years of business. Everyone can't bat 1.000 forever, and that is just a tough reality of life.

Thank you for your time and please contact me to let me know that status of the "complaint". I am more than happy to resolve any and all concerns that may arise with rati

Consumer's Final Response

Per mutual agreement with Red Star Auto Body Shop, please withdraw my complaint against the said business. Business has completed requested action in order to resolve the complaint.

Business' Final Response

6-20-2013 9:33am. This morning I spoke to the Bureau of Automotive Repair (B.A.R.) representative and my understanding is that [redacted] has verbally agreed to retract his complaints and all false statements therein with the Revdex.com, Duns & Bradstreet as well as removing any and all other derogatory comments or reviews online and to no longer speak of this incident at work or to co-workers for a settlement amount of $300 to be paid by check and sent to his home. Although I do not agree that I have done anything wrong here, I have also verbally agreed to this settlement to formally resolve this stressful situation. The B.A.R. has recorded this agreement as part of the file for [redacted]'s complaint to them before closing this claim this morning. I am recording it here with Revdex.com today, as I am reluctant to send off a check without written confirmation of these retractions. Regardless, I will take the first step in goodwill and mail a check this week. Should [redacted] not follow through with his end of this agreement, I will seek legal recourse and be backed up by the public information provided by the Bureau of Automotive Repair, Revdex.com and Duns & Bradstreet. I hope to see swift confirmation of these retractions and closure to this unfortunate miscommunication.

Thank you again for the opportunity to defend my position publicly.

President

Red*Star Auto Works Inc.