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:12/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I took my SUV in for left rear quarter panel repair. I found that the original owners sold to a new Co. but was told the same employees were there. I was given written guarantee on their work on the receipt by regional manager ****** Latif for as long as I owned the vehicle. After getting my SUV back and looking it over in daylight, I saw runs in the paint, the bumper paint was not matched to the quarter panel and old trim was used after being charged for new. I had to bring my vehicle back a handful of times to get it taken care of. One time where their body work was lifting off. I was also charged for an alignment that was not done until after I mentioned it. After thinking all this had finally passed me, I found recently that my rear stationary window was leaking after getting my car washed. I called **** who implied it was an easy fix and he will order the part and call me when it comes in. I get a call yesterday from someone in the collision office telling me ****** blackballed me and then hung up. I called back and spoke to Rock who said to email the office and he will see ****** gets it. This has to be due to my going over ******'s head to get another car rental to have a vehicle to use. That was the least they could do for them not getting my vehicle fixed the first few times. You cannot just make an excuse "blackball" to get out of a written contract. Very unprofessional. Attached is the signed guarantee and the page of the estimate that shows at the bottom that the window was removed

  Business Response

  Date: 01/11/2023

  I have received the BBB complaint written by our former customer *************  ************ was a customer of Kelley and Souder and had come to us for a quarter panel repair.  Some weeks later, ************ expressed concern about the quality of the repair.  ************ was told to bring the car back and we will fix it at no charge.  ************ did so and left with his vehicle after the repairs were completed.  ************ contacted our shop a third time claiming the body work was failing.  Upon drop off, myself and my technicians determined that it appeared ************ had been yanking on the rear bumper cover where it bolts to the quarter panel causing the paint to bubble.  Regardless of the cause, Kelley and Souder honored our warranty and repaired the vehicle yet again.  During the three times ************ was at my shop, he was extremally rude to myself and my staff and incredibly harassing as well.  ************ entered restricted work space areas in my shop even though there are signs clearly posted that these spaces are for employees only due to insurance regulations and ************ also took it upon himself to drive passed my security gate to enter my shop from the back door to continue harassing my staff. He was repeatedly asked to return to the front office which he did not do.  
  
  ************ was subsequently black listed from all of my shops because of his harassing and menacing behavior.  My staff expressed true concern for their well being due to **. ***** actions and trespassing.   ************ was made well aware that my shops will no longer be servicing his vehicles no matter what the situation.  ************ is not allowed on our properties physically.  The lower providence township police department have been made aware of ************ and his history with my shop.  As far as his concern about his window repair, my office staff informed him that he is more than welcome to have another shop complete the work and we will mail him a reimbursement check for the replacement  of the window weld tape that seals the quarter glass to the quarter panel. All he would have to do is mail us the final bill from the other shop.  
  
  Kelley and Souder always honors its warranty.  In this particular case, its a little different considering ************ isn't allowed on the property, but we still found a way to honor our agreement.  
  
  Respectfully,  
  
  
  ***********************
  **** ** ******** ****
  Pennsauken, NJ *****
  ************
  
  **** ***** ****
  **********, ** *****
  ************
  
  ************

  Customer Answer

  Date: 01/20/2023

  ****** who is some type of manager at ***** and souder contacted me and had me come up and reimbursed me for the money I had to pay to get the window fixed. I also saw Rock there who is very apologetic saying that it should have been taken care of the first time. 

  
  

  I'm not quite sure but evidently that district manager, ****** who caused all the trouble in the first place is not involved one way or the other and I did not ask and they did not tell if he is still with the corporation .

  
  

  Also there is a piece of trim that is sticking out that I am supposed to go back Thursday and get it fixed. They were very apologetic and it went out of the way to address my concerns. They also gave me a guarantee for the work they have done on my car on a company letterhead for as long as I own the vehicle.

  
  

  Thank you for your participation in this matter.

  
  

  Sincerely,

   *******************