Complaint Category: Defective, damaged, or incorrect product received
Complaint: Failure to cover gas tank inlet and fuel pump resulting in fuel pump problem On Dec. 12 2013, parts of my Yamaha R1 were taken to Texas Custom Body and Paint to be painted Titanium grey for the amount of $500. After receiving the parts back from paint and installing them back on my bike. I experienced problems with my bike. When riding my bike it kept stalling. Previous to having my bike painted i never had any problems at all. i took the bike on Jan 3rd 2014 to Viva Powersports to diagnose the problem. I was told by the technician that the fuel pump is clogged due to the fact that paint is in the gas tank. The painter clearly did not cover the gas tank inlet which is normal protocol when painting gas tanks. I took the bike, cleaned the gas tank let which was full of paint and drained all the gas that was in the tank. After still experiencing the same issue, i returned the bike to Viva Powersports on Jan 4th 2013. The master technician then took apart the gas tank and noticed the the fuel pump and strainer was full of Titanium grey paint. The technician advised that i get a new fuel pump. I then went to Texas Custom Body and Paint and spoke with the owner. I advised him what problem was and he said that did not paint the tank inlet and there is nothing he can do. I returned on Jan 6th 2014 with the pump to show the owner the mistake the bodyshop had made and pictures showing that the take inlet was in fact painted. After showing the owner the pump he came to the conclusion that the flakes on the strainer were not in fact paint but that is was lint. He also stated that the paint would dissolve with gas and then demonstrated by putting one end of the fuel pump into paint thinner. The paint chips went to the bottom of the bowl as the paint would at the bottom of the tank. He still said he would not pay for a new pump even though there was solid evidence showing the paint has caused damage to my fuel pump. I have pictures and can provide a statement from Viva Powersports to confirm the damage.
Initial Business Response Texas custom body and paint had painted some parts for Mr. greens girl friend. the parts were painted and the gas tank was brought with out the spout, we paint the tank as a hole unit to make sure the paint covers all the area that might show. due to the missing spout not on the tank the tank was painted complete to assure the coverage was complete. he came back two weeks later and said his bike was not working and that paint had gotten in the fuel system. He showed me the fuel pump with a filter that was clogged with hair particles and lint, the tank where the fuel goes in had some red paint where he says he cleaned the silver paint we painted. i took him with my tech and the first question he ask was who installed it and he said it was his girl friend. He then told him that if a person with experience should have caught or seen paint in the edge of the spout and the tech should have cleaned it but it was installed with paint on the tip.I tried to show him that the filter serves one purpose and thats to keep any foreign object from going in the fuel system my tech told him all he had to do was change the filter that was clogged and the filter was available at the dealer for around 9.00 but he insisted in replacing the complete fuel pump we tried to explain that the pump was working and he agreed on that but for some reason wanted the hole pump my mechanic even asked him that he would change the filter and to bring it back to check it and show him it will work but he never came back. My mechanic owns his own business called Auto Masters.
Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.
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 . 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 began including complaint response text in BBB Business Reviews on May 31, 2013. BBB reports the complaint response text for all reportable complaints against a business that are received electronically.
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.