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Business Profile

Automotive Paint

TouchUpDirect

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Automotive Paint.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/24/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    I ordered touch up paint from this seller with an estimated delivery date of 8/18/25. My purchase was, in part, based on the delivery date as it was time sensitive.When the product kept getting pushed back and I could not wait any longer for the seller to fulfill it's obligation, I had to go out and purchase directly from ****************** and sought to cancel this order. I contacted the seller on or about 8/23, and on 8/24, the seller replied by simply reporting the product is on its way. Akin to the check is in the mail and ignored the fact that I requested a cancellation for their failures and that I had spent more time and money getting the product myself. NOT ACCEPTABLE! I do not appreciate more of my time being squandered by this clown operation who is unable to fulfill their orders in a timely fashion and unable to accept responsibility for this fact, and who ignore client's dissatisfaction with their poor behavior.

  • Initial Complaint

    Date:12/02/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Nov 18, 2024 touchupdirect, llc ********** ca Misc +$38.29 Product returned = unopened = refused delivery to ***********

  • Initial Complaint

    Date:08/20/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Ordered per VIN of car. Wrong paint was sent. No match guarantee offered. Submitted paperwork, photos and answered their questions, not once but 4 times then they closed my request without sending the correct paint. Wasted money and time. No match guarantee is a fraud and the company should not be able to do that.

    Business Response

    Date: 08/21/2023

    Customer forwarded his request to us July 29, our agent asked him to accomplish the form by July 30.

    We are currently in communication with him about processing his color match guarantee claim

    Customer Answer

    Date: 08/22/2023

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  • Initial Complaint

    Date:03/24/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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.
    I placed an online order. The shipping was free; however, I requested expedited shipping. When I noticed that the seller mailed my item out three days after shipping via USPS First Class mail (the slowest available shipping), I asked them to refund my $5.95 expedited shipping costs. They said no and referred me back to their policies. I decided I did not want to do business with a dishonest company and asked to return the item once I received it. The same guy processed the paperwork to return the item without refunding me my expedited shipping and given their dishonesty I am anticipating that they will charge me for the shipping back also. Ultimately, I want a complete refund, including my extra money of $5.95 for expedited shipping that was not done.

    Business Response

    Date: 03/30/2023

    Hello,

    Thank you for contacting us.  I believe that in this situation we have a miscommunication and we were not clear on the expectations set forth to our customer.  I'll begin with a timeline of the order and shipping details:

    1. Order ******** was placed on at 1:09PM PST on 3/20/23.  This is past our same-day processing time.
    2. The order was processed on 3/21/23 and shipped on 3/22/23.
    3. The order was delivered vis USPS on 3/27/23.  See tracking details:  ************************************

    This entire process falls well within the expected delivery timeframe and promise on our website, as can be seen on the checkout page.  I think where the confusion comes in is that we do not offer "Expedited Shipping".  We only offer "Rush Processing".  Our normal processing time is 4 days from time of order as every order is made on demand.  Rush Processing shortens the time to 1 business day, which we did meet.  I apologize that our agent did not explain this better in our responses so that the understanding was more clear for the customer.

    As a good faith measure, I did process a refund for the Expedited Processing.  Sorry again for the confusion.  Thank you.


    Business Response

    Date: 04/05/2023

    We have updated our website during the checkout process based on the feedback from the customer.  The return will be processed in our normal operations.

    Customer Answer

    Date: 04/05/2023

     I am rejecting this response because:


    The company did refund me the $5.95, thank you. However, despite my asking them to cancel my order prior to shipment, they shipped it out. I then requested to return the item. Once it was returned to this company, they kept $13 of my money and returned the balance of $46.40. I would like my $13 which would be a full return.

  • Initial Complaint

    Date:01/21/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    I decided I wanted to cancel my order. I sent 3 emails and left 4 messages. There was absolutely no response to any emails or phone calls. This product is on its way and I will refuse and return the package. I hope to be refunded.

    Business Response

    Date: 02/01/2023

    We have submitted a refund on order 57***411. The amount of the refund is $63.95.

    Thank you.

TouchUpDirect is NOT a BBB Accredited Business.

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