I am responding to the complaints of our customer and their Cadillac. I'm not sure why they contacted you guys because we have already taken care of the issues but they have been out of town and will not be picking the car up until Tuesday 5-9. Therefore they
haven't seen the car since we have completed it to their specifications Unfortunately someone has repaired and painted their rear bumper cover before and not properly. Whomever did the previous repair had left the bumper on the vehicle and repainted the entire bumper. Not only did they paint the bumper but they neglected to remove the park sensors and sensor gaskets thus painting the sensors and gaskets at the same time with the bumper. That particular procedure is not something that is considered a quality repair. The sensors are supposed to be painted but the sensor gaskets are supposed to stay a clear rubber and not get painted. After we removed the bumper in order to do repair and painting properly we also remove the sensors and sensor gaskets. When we removed the sensors and gaskets the paint flaked off the gaskets as it would because paint doesn't adhere to rubber very well. When the customer came to pick up the vehicle they had noticed one of the gaskets wasn't installed correctly which to them looked like a chunk missing but in reality was just not installed properly. Also they noticed the flaking paint off the rubber sensor gaskets and a piece of dirt in the clear coat on the right side of the bumper. We told the customer we were sorry for the inconvenience and we would take care of the issues. We explained to them that the gaskets were not supposed to be painted so we would clean the rest of the flaking paint off for them so it would be like it should from the factory. We cleaned the paint off the sensor gaskets, installed the one misaligned gasket properly, and sanded & buffed the one piece of dirt so it was no longer there. The customer then called the next day and said they spoke to someone at a 1-800# at Cadillac that had informed them that the rubber gaskets were supposed to be painted and asked us to paint them so it would look like it did when it came into the shop. We explained again to the customer that the person at Cadillac must have been mistaken on which part of the sensor they were talking about but if they wanted them painted we would do so. So now we have painted the park sensor gaskets to match the rear bumper and sensors even though they aren't supposed to be As for parking the vehicle next to the building so they couldn't see the repairs clearly is not something we would do intentionally. We parked the vehicle alongside of the office but the rear bumper cover can still be clearly seen The customer never showed us pictures of other Cadillacs with the sensor gaskets paintedWe have met the customers every request to put their vehicle back to the way they feel it should be. Unfortunately they haven't seen the completed product yet. Hopefully once they see it tomorrow they will feel we have met their expectations. Sorry for the lengthy email but I wanted you to understand the full story. Kind regards, *** ***
I am responding to the complaints of our customer and their Cadillac. I'm not sure why they contacted you guys because we have already taken care of the issues but they have been out of town and will not be picking the car up until Tuesday 5-9. Therefore they
haven't seen the car since we have completed it to their specifications Unfortunately someone has repaired and painted their rear bumper cover before and not properly. Whomever did the previous repair had left the bumper on the vehicle and repainted the entire bumper. Not only did they paint the bumper but they neglected to remove the park sensors and sensor gaskets thus painting the sensors and gaskets at the same time with the bumper. That particular procedure is not something that is considered a quality repair. The sensors are supposed to be painted but the sensor gaskets are supposed to stay a clear rubber and not get painted. After we removed the bumper in order to do repair and painting properly we also remove the sensors and sensor gaskets. When we removed the sensors and gaskets the paint flaked off the gaskets as it would because paint doesn't adhere to rubber very well. When the customer came to pick up the vehicle they had noticed one of the gaskets wasn't installed correctly which to them looked like a chunk missing but in reality was just not installed properly. Also they noticed the flaking paint off the rubber sensor gaskets and a piece of dirt in the clear coat on the right side of the bumper. We told the customer we were sorry for the inconvenience and we would take care of the issues. We explained to them that the gaskets were not supposed to be painted so we would clean the rest of the flaking paint off for them so it would be like it should from the factory. We cleaned the paint off the sensor gaskets, installed the one misaligned gasket properly, and sanded & buffed the one piece of dirt so it was no longer there. The customer then called the next day and said they spoke to someone at a 1-800# at Cadillac that had informed them that the rubber gaskets were supposed to be painted and asked us to paint them so it would look like it did when it came into the shop. We explained again to the customer that the person at Cadillac must have been mistaken on which part of the sensor they were talking about but if they wanted them painted we would do so. So now we have painted the park sensor gaskets to match the rear bumper and sensors even though they aren't supposed to be As for parking the vehicle next to the building so they couldn't see the repairs clearly is not something we would do intentionally. We parked the vehicle alongside of the office but the rear bumper cover can still be clearly seen The customer never showed us pictures of other Cadillacs with the sensor gaskets paintedWe have met the customers every request to put their vehicle back to the way they feel it should be. Unfortunately they haven't seen the completed product yet. Hopefully once they see it tomorrow they will feel we have met their expectations. Sorry for the lengthy email but I wanted you to understand the full story. Kind regards, *** ***