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BBB Accredited Business since 12/08/2005

Angie's Body & Frame Inc.

Phone: (419) 668-2959Fax: (419) 668-5401

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 0 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 Complaints1

Complaint Breakdown by ResolutionAbout Complaint Details

Complaint Resolution Log (1)
07/31/2014Problems with Product / Service | Read Complaint Details
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Complaint
On May 28, 2014, one of our cars was involved in a crash and was towed to Angie's Body and Frame to be repaired. It was the decision of my wife to send this car here based on their reputation to do excellent work. On June 19, 2014, I was informed that the car was done and ready for delivery. We couldn't get to their facility until Sat. June 21 because of our busy work schedules. On June 21 at 8AM we went to receive the car. When I examined our car it was obvious that the car had not been repaired and detailed properly. ******* was in charge that morning to meet us and have my wife sign off on the repairs without her first looking at the car. I informed him of the problems that needed to be resolved with the car. He said he was the "office guy" and had nothing to do with the repairs. I told him that he was an agent for the company representing the company at that moment. I expressed my dissatisfaction for the job and told him to have it fixed properly. There was no apology for the time wasted for me and my wife to go there. On Monday, June 23, 2014, I called **** ******, the owner, and asked him about the problem. He told me that it was "no big deal". I expressed to him my dissatisfaction and he hung up on me. It was clear to me that he had already received payment and wasn't interested in listening to my concerns. Later that afternoon, he informed me that the car was ready for delivery again. He treated me very abruptly and hung up. When I went to look at the car this time, my concerns had been resolved but I was treated like I had no business being there. He said he was upset that I had vented on his "office guy" of my dissatisfaction. I said I just wanted my car repaired properly and wasn't concerned with that. He offered no apology for our inconvenience. I don't know why I was told it was ready for delivery when it clearly wasn't the first time. I have done business with several body shops over the years and have never been treated with such a lack of concern for my time being wasted.

Desired Settlement
******* ****** needs to practice honesty and be a big man and admit when he is wrong. He can not handle criticism. He told 3 lies:1. He said they sent him the wrong wheel to buy more time.2. He said our car was ready.3. He said a door molding that had wet sanding scratches on it was caused from my wife's rings (jewelry)when she drives with her arm out the window.Sounds like he has been in the business too long and needs to get someone else for customer service.

Business Response
Mr. ****** ****** of **** ***** ******* ******* and his wife had this vehicle towed to us and requested we do the repairs to it. He and his wife both stopped by that evening after the car arrived at our location and he removed the ******************** he had glued to both the front and rear bumpers which left both panels an ugly sight prior to the insurance company adjustor getting there.

We accomplished the repairs and called them to pick up the vehicle on Thursday June 19th at about 1:30 in the afternoon. We were told they were much too busy to pick their car up and would not be able to pick the car up during our normal weekday business hours, so they wanted to pick the vehicle up on Saturday morning. When******** the office manager met him and his wife that morning, (I was out of town that Saturday morning) she came into the office, was very pleasant and took care of the paper work and they walked out to the car where ****** was looking the car over.

He had given******** an attitude from the very beginning, and started to complain when he asked him if everything looked ok. He acknowledged the finish and fit of his car was better than it was before it was hit. He also noticed we took care of a few door dings and scratches for him while we had it in our shop.

After that he was looking for anything reason to not pick the car up. He picked out some minor details my young detail technician missed. (My full time girl was on vacation and I personally addressed his issues on Monday morning. Of which it took me 10 minutes to take care of.) None of which were any reason to not pick up his car that morning, or degrade my office manager for a full 15 minutes, while his wife kept asking him to stop being rude.

(I actually had 2 people that live in the Apartments next to our shop ask me who the crazy man was that was screaming at******** in the parking lot, their words... not mine)

Everybody in this town knows I will do anything for my customers if they ask and are respectful to my very talented crew.

It is my opinion the reason he delayed the pickup of the car to begin with and that he had no intention of picking his car up on Saturday either was due to the fact had picked up an expensive rental car from ***************** and did not want to deal with returning it at that time...if he had issue with his car, the insurance company would continue to pay for it, again, my opinion.

I would have thought that Mr. ****** having a struggling business in this same town would know how to deal with people in a small town. He does not. He has no respect for people that work very hard and have pride in their work. He lost my respect completely when he viciously ridiculed in public,********, my highly decorated, retired ***************** (**), who I am lucky enough to have as my office manager.

On Monday, Mr. ****** arrived in the afternoon to pick his car up. I asked him if the car met his expectations now, and he said yes it did. It was then I apologized that his car was not detailed to his approval on Saturday. Then I told him there was no reason to belittle******** as he was the Office Manager and did not repair cars. His quote was "I don't care"

At this point I asked him to take his car, now that he approved of it, and leave. I also told him was no longer welcome here and to take his work to the other shops in town in the future.

I believe that is why the BBB got a letter from Mr. ******.

Thank you,


******* ******
President
*****'s Body and Frame, Inc.
XXX-XXX-XXXX
******@*************


Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr ****** has made several untruthful statements in his response. But first I wonder why a statement having to do w/ our removing ******* *************** from front and back bumpers is made? Of course we removed those at his prompting, because even as the car was towed into his parking lot, a conversation had already ensued assuming that a ******* did something wrong; which was why the car was there. (The crash was in fact not due to a *******'s mistake, as we were hit by a car while waiting at a stop sign!!!) He must think it is funny to twist the facts and make up blatant lies. This is very disappointing to us as we have referred his shop to many over the years. *****'s Body and Frame Inc. had always been a reputable shop when ***** owned the business, which is why my wife chose to have her car repaired there. Though neither front nor back bumpers were in question, as far as repairs were concerned, the stickers were removed so that others would not recognize this high profile car as a ******* driver car while it sat outside in their lot w/ all the other crashed vehicles. Because people make assumptions, thus generating even more small town gossip and judgments. Which could affect our business reputation in some minds. He makes an accusation of our not wanting to pick the car up due to our renting another car comparable to the *************** in his shop!!! ? Because we are a very busy *******, having three locations, we in fact, were greatly inconvenienced to the tune of 86 hours of ******* drive time! Our *******s get to chose a reward car as one of their *************. The rental (a charger) is not equipped w/ the features and can not be altered to satisfy *************! So not only is his statement false but it is very ignorant. June, July and Aug are the most inconvenient times to have a car tied up in a shop (It took very nearly 4 weeks!!!)and when the points were finally heard as to why we found the work inferior there was never an apology for further inconveniences. Sat am (when we went the first time to pick it up) I had a remedial class to instruct. My wife and I drove in together and she was to leave in her car (*************** reportedly done) and I would continue on to my way to class (from 9am-6pm). But because the car was not in fact done, I had to arrange for my own transportation later that day. While it is the fact that my wife reminded me his office manager (*******) was not the person responsible for the work and that he was merely a representative I agreed to calm down and make my complaints known respectfully. Maybe if **** respected that time is money and honesty is always the best way to treat your customers he would get it that this was all completely uncalled for. My wife and I, along w/ our staff of three other instructors are extremely busy in the summer months. I teach am and pm classes Mon-Thurs, On Fridays I am an ******************, and I conduct remedial classes on two Sundays a month and one juvenile remedial a month (on Saturdays). My wife covers the business phone calls, scheduling *******s for *************, and classroom, as well as ****************** and classroom. Because we are the largest and leading full scale ******* ******* in our entire county, how he assumes we are struggling I am not sure? Other than our people work quite a lot of hours to fulfill those obligations, in such assumption we would agree. Perhaps he was disappointed we did not rent one of his cars? He mentioned to my wife he had cars for rent. We chose to get a car comparable to the car we were having repaired...because that is our business image and we have the right to maintain this especially due to the fact that the crash was not our fault. We bought the *************** brand new (It was never in a crash before) and there would never have been even a reason to make the statement he blatantly lies in saying I said "It was better than it ever looked before?"!!!! Ridiculous!! **** may want to minimize the lack of quality and blame high school workers (from *****), and his fulltime girl who was on vacation... but from Thursday (the day we were told the work was completed and we could pick up car anytime),until Sat am (when we arrived at 8:10 am to pick it up),he never looked at the car himself? Then he had the attitude and said this was "no big deal"!!!! ? I'm certain **** would not have accepted this lack of quality for his dream car. On whose word did he rely that the car was "ready for pick up"? There was never any apology to myself or my wife at all at anytime! The words were never spoken that I would not be welcome to ever return to his shop, I would have surely mentioned this in my original complaint to BBB!! But now that we are lied about as well as being lied to, we **** have our cars repaired elsewhere. In fact this car **** have the needed adjustments/repairs done at a reputable shop, as the character lines do not match up to the rest of the body. The driver door bumps out about 1/8th of an inch further than it should, and it is very noticeable. His personal attacks on me are speaking volumes. Being that we are both business owners in a small town, one would think that before one choses to go about responding to valid complaints in this manner they would know what the facts were. We run an honest, quality, small business that is growing because it is built on hard work and integrity while providing the services we promise our customers. The fact remains that not everyone is always completely satisfied. But when we find that our work could have been better we make the needed apologies and compensate. We don't make up lies and spread those untruths to others. All **** did was make excuses to us for why the job took so long and for the lack of quality after saying it was done. His response to BBB further exasperates this disappointment. Since opening our first ******* in **** we have been rubbing shoulders with many fellow business owners, and not once were we ever met with this kind of appalling treatment.

Final Business Response
In ****** ******' Desired Settlement he states No settlement requested and that I told 3 lies
Lie 1: The wrong wheel was sent to buy more time
- Our first and quickest option was to replace the damaged wheel with a refurbished one which we ordered Invoice #XXXXXX shows a machine finished Aluminum rim was sent to us which was not what was ordered nor was it what could be used for this repair, it is marked "Wrong" and Returned.
- As they had no available painted wheels at this point in time Invoice # XXXXXX is for his wheel which had to be sent out for full re-conditioning w/full face painted. This is a 5 day turn around which delayed his vehicles delivery.
- This was not a lie. All of our receipts are time stamped.
Lie 2: We told him his car was ready
- His car was ready.
- This was not a Lie
Lie 3 He states the door (belt) molding that had wet sanding scratches on it (he stated I told him) was caused by my wife's rings (jewelry) when she drives with her arm out the window.
-The belt molding on driver's door he stated had scratches from us sanding it. This molding along with any other item on the outside of the door was removed to allow for the proper repairs and paint work to the outer door and are then replaced after completed. What he was referring to as wet sanding scratches was wax streaks which when I wiped my finger across that area the wax smoothed out. As new paint cannot be waxed I can only assume that it was from the last time the car had been waxed.
- There were no scratches so there was no lie.

His complaints given that morning about the car did not justify him not picking the car up.
Rivets within the confines of the left front wheel well had 1/8" stems protruding which does not affect either the appearance or operation of the car
In the crevice of the arm rest of the door panel was the slightest bit of dust. Again nothing to warrant the car from being picked up. It was wiped off when he picked it up.
In his last response he states "While it is a fact that my wife reminded me ""I agreed to calm down and make my complaints known respectfully". He acknowledges his demeanor at the time was out of line. And was more so on the phone when he called the following Monday and spoke to me on the phone.
The only reason I added the information on the signs the customer removed was merely to relay that what his complaints were, the couple of very minor issues devalued his car, when in fact these bumpers actually do devalue his car and was self-inflected. (I wrote an estimate to repair and refinish the bumpers, $976.00, not including replacing the carpet that has holes punched thru it for the second brake pedal since you are using this vehicle for commercial use. FYI only)

*** is correct in his response where he states "The fact remains that not everyone is always completely satisfied" and I **** add that once in a great while you have dealings with a customer that there is no satisfying, as in this case.******** never raised his voice even after enduring verbal abuse for over 20 minutes and I might add that he offered several apologies to both of them. Nor did I, while attempting to talking on the phone with him and having the same type verbal assault offered to me. Mr. ****** is DIRECTLY responsible for his own perceived "appalling treatment here". I am protective of my very talented staff and abuse of my staff **** not be tolerated by anyone for any reason.
Being a professional, and being a highly Nationally Ranked repair facility (AOQ 98.09%) We work on literally a thousand cars a year and have been in business for over 34 years, we know how to handle claims and repair vehicles. We also know people. Mr. ****** may not have realized it when he was on our property. There are 3 High resolution cameras capturing 3 different angles in the area his car was sitting when he picked it up. (the long white one hanging down at the back of the building directly in front of where the car was sitting, zooms in and locks. You can see this camera from Pleasant St. It's resolution is so good you can actually see what people are saying) I highly recommend ************************. Being a professional, I would never call someone a liar. We also photo document every vehicle, in detail before, during and after repairs are completed.

******* apologized to you three times.

Mr. ****** is correct, we do have 10 Rental cars that we own. Most of which I loan to people as a customer service and convenience with no compensation. The rental I offered to Mrs. ****** before I drove her home myself was an *****************. (I am a concierge for **********, again as a convenience for my customers with no compensation from them)
That all being said, Mr. ****** issues with us is of a personal nature and not a professional one due to his repairs were completed and his issues resolved before he finally picked his vehicle up here at our shop. He was happy with the vehicle before I told him I wouldn't work for him again.
This situation may be resolved if Mr. ****** apologizes to Mr. ******* for his verbal abuses.
In this case. We were only asked to restore this vehicle back to it's pre loss condition, which we did, and more. The at fault Insurance Company is the only one who may or may not owe him any compensation.

Respectfully, ******* ******

Industry Comparison| Chart

Auto Body Repair & Painting, Auto Repair - Windshield, Glass Shops, Auto Detailing

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