ComplaintsforAuto Art, Inc.

• Initial Complaint

  07/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was involved in an accident and I had sent my car to this body shop through **************** in the second or third week of May. They had done their estimates and everything they said needed to be done. Originally they were going to be putting aftermarket parts on my Brand New 2021 ****** Camry which I did not want and when I told them I want only OEM parts on this brand new vehicle they told me I would have to pay extra for this and I said okay if that's what it takes. They told me that my vehicle would be ready on July 15th note Todays date is July 26. I had followed up multiples times and only on July 6th they told me now that they ordered the parts and They received the parts today. Before receiving the parts they promised me that my vehicle would be ready by the 30th of July I Called them today and they are telling me now that this vehicle will be ready by the end of August. IT IS TAKING 4 MONTHS FOR REPAIRS.

  Business response

  07/28/2021

  Hello Sir, we sincerely apologize for any inconvenience we may have caused. However, some of the information we have does not match with your statement. According to our records, your vehicle was towed in to our shop on May 24, 2021, along with a preliminary estimate from Unique. As you may recall, you did not agree with the parts selection your insurance company had selected, and therefor held off on signing the authorization form for two weeks. Without a signed authorization form, we unfortunately were not able to even touch your car to begin repairs. Once the authorization form finally got signed, around two weeks later, we were finally able to do a tear down on your vehicle to locate any internal, or otherwise undetected damage that did not show up on the preliminary estimate. After completing a tear down, we realized there was a lot of additional damage, adding up to be almost twice labor time the original estimated time and cost of repairs. We then sent our Preliminary Supplement request to ************************ on June 9th, regarding the additional damages found. Our shop received the okay to continue with repairs about a week later. We then contacted you to explain what was going to happen to your vehicle, and how long repairs were going to take. During this phone call, our production manager Magi  explained all of the procedures we had to take to select the parts ************************ provided for us. Regarding the parts, you mentioned that we were trying to put older parts on your 2021 ****** Camry. This however, is not the case. In-fact, mixing parts from different models on a specific vehicle is referred to as an intersection change. This would be impossible for a brand new vehicle seeing as the parts simply would not match. Therefor, all parts were new, and on back and special order. We called and told you that your car would be ready on July 15, only if everything went smoothly and we receive the vehicle parts in a timely manner. We did not get an ETA(Estimated time of arrival) on the parts when we placed the order so we didnt know exactly when the parts would come in. As it turned out, and as you know because of the emails you were sent from the parts  manager at ****** parts, all car parts were on back order,( this is brand new , new model vehicle)  lengthening the amount of time your car was supposed to be in the shop for. Eventually, the car parts arrived here on July 14th, and that is when we finally began to work on your vehicle. Our records finally indicate that you came in on Tuesday, July 22, and talked to the owner, ****. As you are aware, **** not only explained what was going on,shoved You all proves for Your record  but made sure you had a rental car for the time being as well. As you can tell there were some complications with your vehicle, but we hope this helped clear up some questions and resolve any issues there may have been regarding your vehicle. 

  Customer response

  08/03/2021

   
  Complaint: 15697129
  
  I am rejecting this response because:

  I said the second or third week of May. The 24th of May would make that the 4th week. And the reason it took 2 weeks for ME to sign the authorization form was because YOU NOR THE INSURANCE company contacted me saying I had to sign anything UNTIL I CALLED AND ASKED MYSELF. after the Tear down YOU NEVER CONTACTED ME!! I had Called on JULY 7th ONLY TO REALIZE YOU STILL HAD NOT ORDERED THE PARTS AND ONLY THEN YOU GUYS TOLD ME THAT YOU HAD FINISHED THE TEAR DOWN and that there was extra damage which I anticipated because I clearly stated that there were damages on the frame of the rear right quarter panel . I never received any emails from the ****** parts manager. You guys told me it would be ready near July 15th but ordered parts on July 6th which is impossible to finish the car even if you had all parts on the 7th of July! YOU GUYS ARE LYING SOO MUCH when I Called on the 19th of July YOU SAID YOU ARE STILL WAITING FOR PARTS I Called Friday JULY 23 and I was not able to get any answer. When I called July 26th. You said that you received all the parts that day. I visited the shop next day only to find my vehicle untouched and in the same spot I left it in May with 2 extra scratches on the hood of the vehicle. And I was told that you still needed some parts. 
  
  Sincerely,
  
  Tursunali Iskakov
  

   

  Business response

  08/09/2021

  Hello again, 
       Our previous email laid out all of the information and action taken regarding your car, including dates. We have evidence supporting all of what we stated beforehand. This includes the email from ****** parts (that was sent to your insurance company provider- a copy of this email is provided with this response) regarding your car parts being on backorder, and pictures of your vehicle when it first arrived at our shop (that includes the damages on your hood). When you came into the shop to meet with ****, he explained all of the details regarding the repair of your car and showed you the ****** parts email and pictures of your vehicle upon arrival to our shop. Overall, because your vehicle is a 2021 Camry, making it new, it took longer for the parts to come and therefore the repair process was lengthened. Again, we covered everything in detail in the first response to your complaint. There is nothing left to discuss. We are very busy and would advise you to read our first response again, if you are still looking for clarity. Unfortunately, there is nothing else we can do about this case. We have responded to your requests, now a couple times, respectfully and professionally and would have greatly appreciated it if you did the same. We are sorry for any inconvenience you may have experienced, and thank you for your time. 
  

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