Complaint My car has scratches all over the hood, trunk, and top that were not there when I dropped my car off and they did not fix the dent that I took it for ON XX-X-XXXX I dropped my car for a dent removal and detail. They kept my car for 3 days which I thought was odd. I noticed all the scratches on my trunk later and upon looking further They were on my hood and top of the car too Called them and my friend took it over to them and they said take it to the body shop I did body shop said it looked like someone used a brillo pad on it Called them on XX-XX-XXXX and they gave me their insurance info all the while they will not admit wrong doing
Desired Settlement They want 1700 dollars to paint the hood, trunk, and top of car, also a rental car and the dent fixed they were supposed to fix in the first place
Business Response The company contacted the BBB and indicated the claim has been resolved.
Final Consumer Response We are in the process of working with their insurance company but we still have not resolved the issue completely. Will update as I am updated by their insurance company.
Complaint Car not clean. Battery was disconnected after second attempt to clean car. Forgot to install floor mats We took or Volvo XC90 to DDD for an interior detail job. The car was not clean so it was returned for a redo. They didn't vacuum the carpet before steam cleaning. The employee confirmed that the car wasn't clean. When my wife returned for the redo the loaner car she was promised was not there and she was asked to wait for a few hours so they could clean another car for her to borrow. She instead rescheduled for the next day. I picked the car up and noticed the digital clock had been reset. This is done by disconnecting the battery. They also forgot to install the floor mats. I checked the battery and noticed all of the battery bracket bolts were loose. Upon re-installing the battery I noticed the clock was reset just like when I picked it up the second time.There is also a check engine light that wasn't on before the cleaning. I think they were upset they had to re-clean the car and sabotaged it. The employees were very rude when I picked up the car the second time. The car is still dirty and I don't believe the service we paid for was given. The check engine light may be a coincidence, but I have never seen this light and why was the clock reset?
Desired Settlement A refund of the 119.00 and 20.00 tip.
Business Response The company indicated that it made every reasonable effort to satisfy the customer. As a gesture of goodwill, the company sent a refund check ($139.00) to the BBB to be forwarded to the customer. The check will be sent to the customer via certified mail.
Complaint I was told a quote to repair my car door and when I came in today to get the door fixed the manager said that he never quoted that price I went to the company during the week of July 24 in order to get an estimate for a dent that was on the passenger door of my Toyota Camry. The manager performed an inspection where he touched dented area with his hands and told my that it would under $200 to repair. At no time did he write down any information. He stated that it would take about 2 hours and I could use one of their vehicles if I needed to run errands an Acura and bmw. I came by yesterday to see what time frame would be good and he told be today at 11. I came today and he asked me what was the estimate that he had given me and I told him he said that it would be $200 or under. The manager then stated that there is no possible way that he told me that quote and that it was going to be $250 at least. I informed him again of our conversation told him what vehicles he stated that they had for use and he still denied that. Then I asked to speak to his manager and the gentleman said there was no one over him he was the manager, but I could talk to the dent guy. He walks away then comes back (no dent guy) and says I can't promise you we can fix your car all the way but we'll see what we can do for $200. With that statement I felt as if they wouldn't provide me with the best service because the manager couldn't remember what quote he gave and I expressed this to him. I then went next door to the car wash part of the business and asked if there was someone over the manager. The person at the desk told me the owner whose name is *** but he wasn't there and doesn't stay long when he does come in the morning. I feel they way the manager handled me was very unprofessional. They need to utilize some form of paperwork system so that no one else is accused of lying about the quote that they are given
Desired Settlement I would like for them to get a paperwork system in place so this doesn't happen to anyone else and an apology
Business Response The company states that it has taken corrective action to address the issues in the customer's complaint. The company states that it will have a identify on all future estimates the employee providing the estimate.
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 Lexington. 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
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Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
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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
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