BBB Business Review

BBB Accredited Business since 04/09/2012

Cliff's Hi-Tech Auto Body Shop, Inc.

Phone: (410) 574-5911Fax: (410) 391-3018View Additional Phone Numbers616 Stemmers Run Rd, EssexMD 21221-3318 Send email to Cliff's Hi-Tech Auto Body Shop, Inc.

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Description

This company provides collision repair and paint refinish services specializing in collision repairs including glass and mechanical repairs.

BBB Accreditation

A BBB Accredited Business since 04/09/2012

BBB has determined that Cliff's Hi-Tech Auto Body Shop, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised Cliff's Hi-Tech Auto Body Shop, Inc.'s rating include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 1 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.

Customer Complaints SummaryRead complaint details

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Problems with Product / Service1
Advertising / Sales Issues0
Billing / Collection Issues0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints 1

Customer Reviews Summary Read customer reviews

1 Customer Review Customer Reviews on Cliff's Hi-Tech Auto Body Shop, Inc.

Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 1 Customer Review

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)BBB Closure Definitions
06/23/2014Problems with Product / Service | Read Complaint Details
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Complaint
Improperly repaired for the 3rd time. Warranty is being voided.
On 5/4/10, Mr. ****** stuck a pole northbound on Rt 157, which in turn pulled another pole and guide wire down on the south side of Rt 157, which in turn struck my (Mr. *******) truck causing damage to the windshield, roof pillars, sun visor, and roof. The police were contacted and officer Derose filed the report (report number XXXXXXXXX). After contacting ***** and dealing with their claims department for over a month, the truck was taken to Cliff's Hi-Tech Body Shop for the repairs. After several weeks, the truck was picked up by me (Mr. *******). Complaints were made to Cliff's Hi-Tech for damages made by the shop including: pain runs on the sun visor, bubbles in the paint, a light out on outside cab, replacement sun visor was aftermarket, there scratches on the hood, scratches on the fenders, truck was full of dust inside and outside, painters tape was still stuck on the hood, and a foot print over the side of the truck. After some long discussion, most of the repairs were complete at Cliff's Hi-Tech. After about a week of having the truck back, the truck was leaking water from the repaired roof. It was taken back to Cliff's Hi-Tech and they sent a windshield repair man out who smeared caulking on the inside of the top of the windshield. This did not fix the problem, it only continued to get worse. Over the next four years the problems continued to get worse. The roof continued to leak, the paint bubbled and cracked on the roof, the pillars for the roof where the sun visor was mounted started to rust and bubble, so I in turn, took the truck back to Cliff's Hi-Tech on 4/8/14, and spoke with ******** ********** (the owner) and showed him the damages. He stated that I did have a legitimate problem, saw the water leaking in the truck because it was raining at the time, noticed the stain in the head liner, and told me that it was covered because I have a warranty for the repairs done by his shop for as long as I own the vehicle. He said that his secretary would get a hold of me on scheduling the repairs. The truck was dropped off on 4/21/14 and picked up 4/29/14. When the truck was picked up, I received a letter as I walked out the door from the secretary (see attached letter). In the letter he stated that they would not warranty the roof any longer, the roof was repaired per insurance company standards, and the roof should have been replaced. He also stated that extensive repairs and materials were used and will crack again.

Desired Settlement
Replacement done correctly somewhere other than Cliff's Hi-Tech.

Business Response
Contact Name and Title: ******** ****************
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@cliffshitech.com

As of this letter, I don't believe there is a problem with Mr. ******* truck. It was completely redone at no charge to him. His request to have it done somewhere else is not justified for several reasons: 1. It's fixed, at no cost to customer. 2. A roof panel is not and was not available at the time of original repair, so Geico decided to repair it. 3. The insurance company determined they would repair the roof, not the shop. The shop only negotiates the cost. 4. If anyone needs to take liability for repairing the roof, it should be Geico. *****'s Hi-Tech does not insure the vehicle, didn't damage the vehicle, and did not determine to repair it. *****'s Hi-Tech's warranty does cover workmanship, which is why we have fixed it. Our warranty does not cover rust and is explained in our warranty, The cracks were a workmanship issue, so we fixed them. The rust and leaking issues are from the design and installation request from the visor manufacturer. The visor was installed as per manufacturer and the way it was previously installed,our many years of experience see these visors fail at the mounting locations. Failure is leaks, rusting and coming loose. This was fixed this time as a courtesy because we were fixing the cracks that were on the roof in the same panel.

If this roof would crack again, not in areas of visors, *****'s Hi-Tech would warranty it if Geico also steps in to contribute to repair. ***** is paid premiums, so they should take some liability in this case.

As far as visor causing leaks, rusting, etc., this is the owners responsibility, or visor manufactures, which they do not warranty. The letter that *****'s gave to customer should of been more detailed. The last 3 sentences should of read as follows: The roof was repaired as per insurance company request and industry standards. The roof should have been replaced because of the visor installation process and never reinstalled. Due to the damage to the visor and its installation process, *****'s Hi-Tech cannot warranty this visor or any future failures caused by the visor. Cracks from workmanship in roof will be covered.

Industry Comparison| Chart

Auto Body Repair & Painting, Auto Repair - Windshield, Glass Shops, Towing - Automotive, Auto Paintless Dent Repair

Additional Information

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If a business refers you to another company or uses sub-contractors, BBB recommends that you research that company including reviewing their BBB business review.

BBB file opened: 12/19/2006Business started: 05/01/1987
Type of Entity

Corporation

Incorporated: January 1988, MD

Contact Information
Principal: Mr. Cliff O'Connell (Owner/President)Customer Contact: Ms. Carol Miller (Assistant)Ms. Holly Rosenkilde (Office Manager)
Number of Employees

20

Business Category

Auto Body Repair & Painting, Auto Repair - Windshield, Glass Shops, Towing - Automotive, Auto Paintless Dent Repair

Products & Services

This company offers auto body & paint work, glass repair/replacement, paintless dent repair & towing services with rental cars available.

Hours of Operation
Mon: 08:00 AM to 05:00 PMTue: 08:00 AM to 05:00 PMWed: 08:00 AM to 05:00 PMThu: 08:00 AM to 05:00 PMFri: 08:00 AM to 05:00 PM
Refund and Exchange Policy

Cliff's Hi-Tech offers a lifetime warranty on body repairs and paint refinishing for as long as you own that vehicle.

Service Area

Serving Greater Baltimore Area and Anne Arundel To Harford Counties.

Photos & Videos

Photographs

Select a thumbnail below to view the full-size image.

4 Photos

Map & Directions

Map & Directions

Address for Cliff's Hi-Tech Auto Body Shop, Inc.

616 Stemmers Run Rd

Essex, MD 21221-3318

To | From

LocationsX

1 Locations

  • 616 Stemmers Run Rd 

    Essex, MD 21221-3318(410) 574-5911
    (410) 391-4485
    Fax: (410) 391-3018
    Fax: (410) 391-3018

Industry Comparison ChartX

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 Greater Maryland. 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.

*Cliff's Hi-Tech Auto Body Shop, Inc. is in this range.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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Additional Phone Numbers

  • (410) 391-4485
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Additional Email Addresses

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BBB Complaint Process

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.

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BBB began including complaint response text in BBB Business Reviews on December 1, 2012. BBB reports the complaint response text for all reportable complaints against a business that are received electronically.

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Industry Tips for Auto Body Repair & Painting

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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