Tender Car

Review: Was givin 3 diffrent dates car would be ready was told they had to take a bigger job that came in so I feel they just pushed my car aside its not my concern they got a bigger job they have had my car almost a month with no work completed the shop manager has a o well attitude could care less how his incompetenCe is costing me moneyDesired Settlement: Get my car done its only been a month

Business
Response:
During the repair process we have encountered several areas of underlying damage not included on the original estimate. This requires a supplement process that needs to be submitted through the insurance company and takes time to approve. Repairs cannot be continued until any supplemental damage has been inspected by the insurance company or they will not be covered by the insurance company. We are doing everything we can to try and get this vehicle completed in a timely manner and if there is anything that we can do in the meantime please let me know and I will do my best to remedy the situation.



Consumer
Response:

My Ford Focus, [redacted] was in a medium size fender bender, and I chose Tender Car Care to do the body work! It was quite a big job, but [redacted] and his crew did a beautiful job on my car, in the time frame they promised. They also provided me with a free loaner car and waived my insurance deductable. My car is whole again, and looks FANTASTIC! Thank you fellas! I would recommend you to anyone needing body work!

All the guys at Tender Car were great! I couldn't tell there were ever a giant scrape and bumper dent on my car and it was all done without burning a whole in my wallet! My car came back completely detailed inside, and to add to that, one of the guys stayed late when I came to pick up my car the night a snow storm decided to hit Milwaukee! (and he had my car running, warm, and defrost on!) Can't say thank you enough! Especially being a female in her early 20's, I was really worried about getting pushed around and scammed, but I felt comfortable from the first time Jon called me about my car.

Review: Tender Car advertises on their site that they cover the repairs that an insurance claim does not. This was also confirmed by a man who answered their phone on 5/5/2016. However, after taking my car in and dealing with poor customer service such as not knowing that my vehicle was even there despite my appointment and it being dropped off on 5/8/16 with their knowledge, losing my information several times, and a lack of communication about the overall process. They then told me that they wouldn't be covering what insurance doesn't and I would still owe them $200. After attempting to stop them from fixing my car at all to pick it up and take it elsewhere, they said I couldn't do that as they already had taken the bumper off to assess damage so no matter what I would owe them the money. They failed to seek a proper resolution and are still lacking to communicate with me about my vehicle. I have yet to get it back or be properly told about what is happening with it.Desired Settlement: I would like them to change the outcome of the bill to show what I was originally told. I also would like their false advertisement to be stopped so no one else will have to deal with this.

Business
Response:
This is [redacted] owner of Tender Car. I am sorry to hear of your troubles at our business. We advertise that "We will pay your deductible up to $500". We cannot pay that in every scenario. A $600 or job like yours would only net us $100 in income. The parts and labor would be 4 times that at our cost. We often pay $500 but the job has to be $3000 or more. I am sorry to hear of your bad experience but we provided no service on this vehicle. I would be willing to offer $50 for your inconvenience. I appreciate your feedback. Thank you. 



Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 

Regards,

[redacted]

My overall experience dealing with Tender Car is a very good one. I have bought one vehicle from them, and continue to have my wife's vehicle serviced and my nephews vehicle serviced. They always give me a deal. It always seems like [redacted] throws something in for free every time I am there. The service guy is excellent. I never walk out of this place feeling like I spent too much (regular occurance at other repair shops I have visited). I would recommend them for any car repair services.

Review: I decided to choose an auto body shop other than the preferred suggestion of my insurance company.
This business appeared unprofessional at the onset with loaner vehicles that were barely legal, little to no conversation with [redacted] or [redacted], lots of confusion. I certainly regret putting my trust into Tender Car. I honestly had no idea that such incompetence would be tolerated in this industry with issues of vehicle repair being of utmost importance.
I needed a bumper and fender replacement on my Lexus, not a huge deal or so I thought. After over two weeks I called and the car just happened to be done that day. When I went to pick it up it looked pretty good, I was happy to have it done. In retrospect I should have looked longer but honestly, being a woman knowing little about cars, it looked nice so I left. The first thing noticeable was that my dark tint was blotched on passenger side. The [redacted] didn't admit that it happened during the repair but offered to get me a " deal" on new tint. Over the next two weeks my car became a swamp, leaking water from several places....this has ruined the carpet and long term damage has yet to be assessed. I called and the [redacted] had me bring the car back in for a look. Apparently, after spraying it with a hose, they determined that I needed a new evaporator core at the tune of 1,500.00, HUH? Tender Car took no responsibility whatsoever for the issues, and I didn't even know about the old bumper that was painted while left on, the broken underside, broken clips, poorly matched color, and missing lower front guard!!! When I met [redacted], he denied any wrongdoing and attempted to intimidate and humiliate me by calling me a drunk and throwing me off the premises!! I had EVERY RIGHT to be angry, I refused to back down when he and his cronies, er, "experts" tried telling me it was my evaporaror core. Obviously it was determined by Lexus that the evaporator core is fine and front bumper was not indeed a Lexus part like my insurance paid for and probably even the old one since there is MASKING TAPE underneath and an entire area literally cut out of it. Next week the vehicle is being raised to be reviewed at great length. Due to the water, my stereo no longer works, the car smells like mold, tint ruined, carpet ruined, bumper and color issues, my guard is missing under the bumper, and God knows what else. This place needs the doors closed and soon.Desired Settlement: I want every certification checked, I want the names of everyone that worked on my vehicle ( I was refused this at the location), compensation for all repairs (elsewhere) and compensation for diminished value. An apology would be nice but I do not expect it. How dare they treat a customer in such a way. Shame.

Business
Response:
We attempted to make every effort to remedy the situation with this customer. She has complaints about issues completely unrelated to her repair. We  diagnosed the water leak at no charge and explained it had nothing to do with the accident. All the mold and mildew in the carpeting suggested the car had been leaking for a very long time. Also her middle console was filled with beer which also might explain the moisture. This customer became beligerant and  completely unreasonable. In addition to that the customer was clearly intoxicated. Even further cause for alarm she was driving with a child in the vehicle. This customer was so intoxicated she fell over while in our waiting room and literally spilled a cup of beer.  We should have called the police to report the situation and my staff made a big mistake in that regard. I ended up making one of the [redacted]s go and pick up the loaner car for fear of her having an accident. Her  incessant swearing and unruliness forced me to ask her to leave the premises. I would like to see the report from the dealership that verifies anything she says is true. All services were performed as agreed. the issues this customer is complaining about are in no way related to the repair we did. I would be happy to provide a detailed estimate of all the work performed and receipts for the parts purchased if that would remedy the situation.



Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I will begin by addressing Mr. [redacted]'s slanderous statements made with malicious intent. Clearly untrue and meant to harm my credibility, I will let the facts speak for themselves and take up the libel/slander issues when claim is made in court. Clearly this is the direction we are heading with such sophomoric  behavior and gross incompetence. How could anyone's middle console be filled with beer?? I haven't had a beer in years. I explained to Mr. [redacted] that I have recently had foot surgery and because his flooring is UNEVEN under the front door Matt yes, I fell terribly on my first visit and nearly fell again the second time. I am not particularly steady on my feet and have recently been approved for disability on this basis. All proof and documents in my response today will be submitted for the sake of credibility. The way I have been treated for simply stating all facts here is incorrigible. If I were drunk, why would they hand me keys to ANY vehicle? When the lemon CROWN VICTORIA was taken back for overheating, an employee delivered Mr. [redacted]'s personal vehicle...is this something one does with a raging drunk? All of this to take attention off of his poorly run business and that's enough of that. The End.

Review: I took in my brand new 2013 Honda Accord into Tender Car to get a top of the line wax job done. When I returned to pick it up, my whole car was covered in swirl marks from inproper buffing that were very much visable. I called back and complained, they agree to rebuff and fix the swirl marks. I took it back to them, and when I received it back from them, the swirl marks were still very much visable. Upon futher research I discovered once swirl marks are buffed into the paint, they are impossible to get out and are permanent. Now the only option I'm left with his paying a couple thousand dollars to get my brand new car repainted because of their lack of professional know how.
I left with my car looking worse than the condition I brough it in.Desired Settlement: I would like for them to repaint and fix the swirl marks that they left in my brand new car.

Business
Response:
We called [redacted] and talked to him about his car. We had him come in for a re buff on 10-5-13. We used some new buffing compounds and wax that works really well on black cars but no black car will stay scratch and swirl free forever. My manger talked to him and explained to him about his car and what needed to be done to fix it. We believe that his car had those swirl marks stuck in his paint before we touched the car. Since I buffed out thousands of black cars and never had a job look like that after a few weeks of use. He said they where not in the car before but he was selling the car and just wanted us to do it again before he sells the car. Far as I know things went well on 5th and have not herd anything bad from [redacted]. 

Review: 2012 FIAT 500 , brought in for 3 repairs.
[redacted] (damage to the rear bumper)
[redacted] (damage to the drivers door)
[redacted] (damage to the hood)
We just recently paid the lien on the car and wanted to fix a few dents and dings. Upon bringing the car to TenderCar we inspected the car and showed them what we wanted corrected so it would look like new again. Also we wanted to paid to have the car fully detailed, however we were advised that we would be getting a free detailing due to our repairs totaling over 3000.00. So we were happy about that , and excited about getting the car back to new.

First issue was we brought the car in when we were scheduled only to be told , they could not accommodate us, and we would have to bring it back next week, due to some type of scheduling miscommunication. Not happy about it as we made rental car arrangements and took time off of work.

They had the car for over two weeks, the car was about 85% completed in a week, however they ordered the wrong emblem for the drivers door, or the supplier they worked with [redacted] on HWY 100, ordered it wrong. So they kept the car for another week, and no emblem came in. It supposedly no longer exists, and they cannot find it, they were told it was an aftermarket emblem , and it is not, the dealer we bought the car from, Bergstrom Automotive put the emblems and pinstripes on. So now I have mismatched doors.

Regarding the repair to the hood, it no longer lines up with the front of the car and is clearly not put on correctly.
Regarding the bumper repair, I was advised the bumper cover was to be replaced and it was not, it looks no better that it did before, and my insurance AMFAM paid over 1000.00 just for that repair.

In addition there is a scratch on the windshield that was never there, and the passenger door has 3 scratches that were not there prior to bringing it in. I was told by the receptionist that no one there knows how to drive stick shift other than her. Really? I find that odd. So I wouldn't doubt if someone at the shop attempted to drive or move the car, that cannot drive a manual transmission and scratched it up.

Also, the remote mirrors no longer work on the car, and the interior detailing was not what I call detailing. No details were covered , mats and the dash still dirty, never cleaned the seats and the ceiling had a pen mark I wanted removed , its still there. Hindsight being 20/20 when your insurance company advises you to use one of their recommended guaranteed shops DO IT!! This was a horrible stressful experience, do not subject yourself to it.Desired Settlement: I no longer want my car repaired there. I have contacted my insurance company and they will be sending an adjuster to document the incomplete work that was done to my car. It will probably end up costing me more money , however at least I will have piece of mind that the work will be done correctly and the first time. Saving the lousy $200.00 on the deductible was not worth it. My insurance company paid them $3092.13.

Business
Response:
I would be happy to correct the issues that this customer. It out. This vehicle was brought back in and I inspected the vehicle. There are three separate door dings in the passenger side door which appear to have been caused by a door opening up into the car on 3 different occasions. Most common cause is parking lot door dings for dents like these. I did not find the scratch on the windshield amidst the many small chips. I have contacted this customer and explained that I would be happy to take care of all these issues at no charge and we do whatever needs to be redone. We can also figure out how to handle the emblem which we have had an extremely difficult time finding.I would be happy to correct all of these issues for the customer at no charge. I will fix the dings, fix the hood, replace the windshield, and handle any other problems. I can also provide a free loaner while we make the repairs.



Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 

Review: The customer service was very good but I was not very impressed with the actual auto-detailing. I purchased the Black Tie Detail which includes the complete interior.
The stated description is "Carpets and mats are treated for stains, deodorized, shampooed and steam cleaned with high temperature steam extraction machines. Also includes Seat cleaning, cleaning of all cracks and crevices. Vinyl, plastic, interior compartments and headliner are all cleaned. "
When I actually talked with the service person, he said all that they do is use degreaser and steam clean but that they DO NOT use shampoo or deodorizer!! It did not do a very good job at all on the carpeting of my car. It still had really nasty stains when I went to pick it up. He offered to "dye" the carpets for me, which he sprayed on for me, but they still do not look very good and it still smells 1 week later. I don't understand how you can advertise that they are being shampooed and deodorized when in actually they were not. I could tell that as the car did not smell any better when I picked it up than when I dropped it off. They also missed a lot of details and a lot of cracks and crevices.
I would really like a refund as this did not meet my expectations at all.Desired Settlement: I would like a cash refund as they advertised that they use shampoo and deodorizer and they did not. They also did not clean all cracks, crevices, etc. It was not a very good cleaning at all.

Business
Response:
We would be happy to provide a refund if that would remedy the situation.



Business
Response:
I sent out the refund the day before yesterday



Consumer
Response:
[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 

Review: The bumper that was put on my car by Tender Car Care was aftermarket and defective and another shop [redacted] can verify. As a result some of the aftermarket bumpers are not able to get paint to adhere to them and the bumper was defective. That was determined from [redacted] and I should not have to pay for the bumper. My car was taken in to get a scratch filled in on the bumper and [redacted] had to replace the entire bumper with a non-aftermarket bumper. They were not able to work with the previous bumper because it will not take to repainting. The bumper flakes and this is evident and have been shown to me and Tender Car Care by [redacted] in [redacted]. I should not have to pay for a new bumper when this problem is from a bad part that was replaced on my Acura Tl in August of 2013 by Tender Car Care.Desired Settlement: The bumper that was put on my car was aftermarket and defective and another shop [redacted] can verify. As a result some of the aftermarket bumpers are not able to get paint to adhere to them and the bumper was defective. That was determined from [redacted] and I should not have to pay for the bumper.

Business
Response:
The part was not bad and the paint job look just fine when it left or shop almost 2 years ago. The rear cover has new damaged by [redacted] of the Acura TL and that's why he took it to them to get it fixed. I spoke with the body shop and they where the ones to take off the paint with a air gun and caused the paint peal off when trying to fix it for him. They sold him a new cover to save time from what they told me. As we all know shops make more money the less time they spend on something. I have the part here at my shop per my request to [redacted] of the car and he had his mom drop it off so I could inspect it for myself. I still could fix that cover if need be but I would have to charge money since it has new damage on it and that is not covered under my warranty I offer here. You can call the body shop to verify that for your self if need be on what they did to the rear cover. None the less it is not my responsibility to fix a cover that has new damage on it. We have a life time warrant here at our shop and stand by our work 100% if it was not damaged again but the work must be done here at our shop. Because I will not pay for another shop to work on something I fixed and be forced to pay there rates on parts and supplies. There for I will not be paying the bill for another shop to fix it since [redacted] of the Acura TL chose to take it to another body shop here in Wisconsin and not contact me about it before he left the state. If you have any questions on this matter I can be reached at [redacted] my name is [redacted] and I'm [redacted] at the shop and the one who spoke with [redacted] of the Acura TL and the other body shop manager when they called my shop.



Consumer
Response: