Complaints

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.

• Initial Complaint

  Date:07/08/2024

  Type:Product 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.

  Subject: Dispute Against Custom Paints for Inaccurate Paint Code Matching and Lack of Resolution Dear Better Business Bureau,I am writing to formally lodge a complaint against Custom Paints regarding a recent purchase I made from their company. Below are the pertinent details of my complaint:- **Company Name:** Custom Paints Inc - **Date of Purchase:** 6/13/24 - **Order Number:** ***** - **Total Amount:** Approximately $200 - **Issue:** Paint not matching the code provided at the time of purchase - **Attempts to Resolve:** Over a week of unsuccessful communication with the company On 6/13/24, I purchased automotive paint from Custom Paints, ensuring that the paint code provided matched the specific requirements for my vehicle. Upon receiving the merchandise, I found that the paint did not match the code. This discrepancy has caused significant inconvenience and delay in my vehicle's repair process.Since discovering the issue, I have made numerous attempts to resolve this matter directly with Custom Paints. Despite my efforts, including phone calls and emails, the company has been uncooperative and unresponsive. It has now been over a week, and I have yet to receive a satisfactory resolution or any indication that they are taking steps to rectify the situation.I am seeking the BBB's assistance in resolving this issue promptly. I request that Custom Paints either provide the correct paint matching the code I originally specified or issue a full refund for the amount paid. I believe this request is fair and reasonable, considering the circumstances and the company's lack of responsiveness.Thank you for your attention to this matter. I look forward to your assistance in reaching a fair resolution.Sincerely,***********************

  Business Response

  Date: 07/16/2024

  *********************** placed his order on 13th June 2024. The order was made, shipped and delivered on the 21st June 2024. 

  
  

  The Customer ordered a Quart Kit of ******** Grigio Titanio Metallic - Paint Code ******. The customer received the paint and painted the parts of the car. When the paint was dry, the customer placed the parts back on the ******* and the color did not match the color on the car. 

  
  

  We have an email chain that shows we tried to help the customer but the customer did not want to accept any advice on the color or on the application. 

  
  

  Our paint can label, advises the customer to "check the color before use" and to do a sample. The Customer did not do this, he used the paint without checking the color and then to decide the color does not match after spraying the car parts. 

  
  

  When we spoke with the customer about the paint code and asked him to verify the paint code, he advised that his car is in the ******* "Grigio Titanio Metallic" color. We tried to make the customer understand that the ******** Grigio Titanio Metallic color has 4 different paint codes and variations on our system. Just because its Grigio Titanio Metallic doesnt mean it's a perfect match, the other paint codes on our system have different formulas. Unfortunately all car manufacturers have different variations of their colors even though it's the same Color Name. This is why it's important to ensure you check the color before applying the paint to the car or car parts. The customer said he can give us the Vin number but we advised him we are unable to go off the Vin number, We need the correct paint code from the car to have a better chance of a good match. 

  
  

  We offered for him to return the paint back to us so we could try to help him further but the following day the customer filed a chargeback on the 4th July, The customer told their bank that this charge is not valid. 

  
  

  We have tried to help this customer and we did respond to his emails, We were also closed on the 4th July that week too. So that would be unfair on the customer if he thinks we should be open on the 4th July. 
  

  
  

  We can not be held responsible for this Issue, The customer did not check the color before use, he couldn't supply the correct paint  code for us to help him further. Then the customer opens a chargeback. 

  
  

  Regards

  
  

  ***********************

  Custom Paints Inc

• Initial Complaint

  Date:04/02/2024

  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.

  Purchased a paint order in good faith. The companyvsentvtracking info and never shipped my product. Ordered on Sunday and after no shipping update I reached out on Tuesday. Was told item would ship by 5pm on wednesday. By Thursday no *** update and item hadnt shipped. Was told would be shipping Thursday by end of day. Friday still has not shipped. When made contact I was then told it had shipped and they were not sure why it's not reflecting with us. I then told them is they couldn't provide tracking with an eta by 5pm, that I would dispute the charge. At that time I saw a shipment cancel with *** and they refuse to reply to any further communication.

  Business Response

  Date: 04/11/2024

  This order was placed on Sunday March 24th 2024. The made-to-order product was ready to ship by Friday March 29th. We typically process orders within 2-3 days where possible, however we are busier than usual which resulted in this order being ready to ship at 4-5 days. We discussed the delay with the customer when they called the office on the Tuesday (26th) and again on the Thursday (27th). On both occasions we informed the customer that we would try our best to expedite the production of their order, however when they called again on the Friday (29th) they reported that they were dissatisfied with the timeframe. During that phone call, the customer was given the option for the order to ship out at 5pm on March 29th 2024 or they could choose to have the order refunded. The customer opted to cancel the order therefore a full refund was issued to the customer on Friday March 9th at 1.33pm.