Complaint Category: Failure to provide promised written warranty or guarantee
Complaint: We had body work done at Bens because they claim to have a lifetime warranty. Well they say there warranty is for workmanship and will not cover rust. Body work and repairs done to our 2000 Jeep Cherokee. Bens Auto Body replaced the rear hatch, rear bumper and repaired and painted the left rear quarter. All three things are rusting from under the paint indicating improper preparation. That is workmanship! They are claiming they don't cover rust and that the vehicle is 13 years old. Lifetime warranty does not mean 13 years old. This is sad the three things that they fixed and replaced and painted are the three things that are rusting under the paint. These parts were brand new and are 10 years old now as the time of repair was 2002. Bottom line is the parts were not prepped right and are bubbling under the paint and from the inside which was not prepped right. That is workmanship and they do not want to honor it and are trying to get out of it on there rust stipulation. Jeep Cherokee XXXX X door wagon sport Work was completed on 11/4/02 (date on invoice) Paid $3381.65 by insurance company ************* and deductible paid by me of $250. Claim # XXX-XXXXX
Business' Initial Response Contact Name and Title: ****** * *********, ** Contact Phone: XXX-XXX-XXXX Contact Email: ******@bensautobody.com Our front office appraiser determined that rust was from wear & tear of driving the vehcile, however, the shop manager (***** *********) is willing to take another look at the vehicle with the owner. I will have **** from our shop call the ******'s and set up an appointment.
The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Concord, NH. Businesses may engage in more than one type of business. The percent of time the business engages in a type of business is not accounted for. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by BBB.
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.
BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.
Some Better Business Bureaus offer additional content and services in BBB Business Reviews. The additional content and services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release. Not all enhanced content and services are available at all Better Business Bureaus.
We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.