Complaints

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• Initial Complaint

  Date:04/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Date of transaction:4/4/23-4/5/23 -Paid $160 -Business estimated $80 for diagnostic fee and attempted to charge $320 settled the bill at $160 -Dispute: oceanworks damaged passenger hood area by forceful closure of the hood with arm support rod in place, cracking the under-hood support on hood, making it unsafe for the hood to be propped up, and creating a large gap between hood and fender. Time stamped home video security footage of area just prior to drop off shows no damage to the area. A photo was also taken directly in front of oceanworks at drop off that shows a normal passenger hood fender gap with no hood damage. Business videos of the vehicle in the shop showed the same gap size and no damage. On 4/5/23 ***** at oceanworks called to inform that car was ready for pick up and that there is damage under the hood arm area when there had not been prior to drop off -The business has denied all responsibility for damage. I shared with them my time stamped home security video showing the exact undamaged area just before driving to their shop and *****(owner) responded by sending me a photo taken(4/5/23) after the damage was done + my home security video photo image stating that damage was already there before drop off. When I ask,Please explain to me how a photo taken on 4/5 (at pick up) with a different background from the home security footage provided shows that damage was done before I dropped off to your shop? He has responded that is is 100% sure they did nothing wrong & Good luck. Im done talking with you over text at this point.

  Business Response

  Date: 04/26/2023

  First time customer dropped off the vehicel on 4/4/2023 at approximately 1:30pm. Initial estimate was $80. Customer dropped of the vehicle and cameras show what appears to be normal looking hood/body panels. Vehicle was moved into the parking lot and parked for a period of approximately 20 minutes. Then the vehicle was moved from the parking lot into the shop. After the vehicle was parked in the shop by our technician we began the diagnostic process. When my tehcnician opened the hood he immediatly noted the damage to the hood in the hood support area. He then grabbed the service advisor and pointed out the damage. From that point moving forward the technician supported the hood with an external prop rod. After the discovery of the hood damage our service advisor reached out to the customer and advised them of the damage and at 4:13pm 4/4/2023 the customer authorized further diagnosic time at a cost of $320. 

  After the inspection and repairs were done customer came to pick up and was acting fernetic with the office staff. My service advisor reached out to me as to let me know about the situation. I informed said advisor that I would investigate and get back to the customer the following Monday 4/10/2023 as I was unavialible at the time. 

  The following Monday 4/10/2023 I reviewed the security cameras and verified that the damage happened elsewhere. With the camera footage I could see the vehicle at all times and at no point did anyone ever open the hood until the vehicle was brought into the shop and damage was discovered. I attempted to share clips of the video with the customer, but they still insist that the damage occured on our property. 

  While engauging with the customer via text message and after reviewing the footage we found that the husband had inspected the area near the damage. I spoke with him about it verbaly and again he denied that the vehicle had any damage. Customer provided photos as well. Later they stated via text message that the husband was looking at a rock chip and they noticed it after the vehicle had been detailed recently. They at that time also stated that ************** was existing prior to our service. ************** is in the area where the hood is damaged. In the past we have found that the paint is damaged from underneath due to hood prop rods pushing upwards and causing the damage. Not sure if that is true or not in this situation, but definately a possibility. 

  If needed we can send supporting video. This will take time to review and download if needed. Please let us know if you need anything else.