ComplaintsforMillhouse Auto Body, Inc.

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/19/22 I dropped off my 2015 ***** Silverado LT to have surface rust repair, paint and clear coat work performed on both rear wheel *****. I also had other minor work completed on the rear door and pick up box. I was advised the work would be completed within a day. It took approximately 3 days to complete the work. I paid ****** for the repair, paint and clearcoat services. In approximately November of 2022, I started to see rust on the surface of the right wheel well. After further inspection, I noticed the work completed on the right-side wheel well was not consistent with the work completed on the left wheel well. The right side doesn't appear to have been repaired. It looks to have only touchup paint applied which has started to wear off exposing the rust that was never fixed. I phoned the business on two separate occasions. I was able to speak with the administrative assistant during the second call. She advised me to bring the truck in so the shop could look at the impacted area. In late February, I stopped by the shop with my vehicle. I spoke to the owner in front of the building about the issue I have with the work performed. He advised that he needed to bring a car into the shop and would return to look at the wheel ***** shortly. He went inside the shop and never returned. I waited 45 minutes for him. I decided to leave the premises after the ***************************************************************** addressing my concern. The quality of the work performed was poor at best. The attention given to my concern by the owner was despicable. The owners actions the day I came back to the shop to have someone look at the right wheel well was incredibly unprofessional. I did not receive the service that I paid for and am owed a refund. AT this point, I do not trust this shop to complete the work and will need to take my business elsewhere.

  Business response

  03/21/2023

  We have received your complaint and take it very seriously.

  We are very sorry that you had this experience, and in our 32 years of business, we have never had a compliant on file with the BBB. We would like to begin by stating that we are an extremely busy shop, and like many businesses, struggle with understaffing. Some repairs end up taking longer than expected, as there are drying times delays, supply shortages, and other various factors that increase cycle times.

  When you originally stopped by for us to inspect your vehicle to address craftmanship concerns, ************** was in a customer's vehicle for a scheduled touch up. To make matters more pressing, the customer was on her lunch break, and needed her vehicle back as soon as possible. The scheduled touch up, clearly took the technician longer than expected, and we do sincerely apologize for the delay you experienced. When ************** returned to review the vehicle with you, and noticed that you had driven off. Our tech attempted to look up the repair, and your contact information in our systems, but he could not recall your last name to search for the repair. We expected a call back, or a return trip to the shop, but now understand that you felt disrespected, and was certainly not our desired outcome. 

  In reference to the repair, we followed our repair procedures, and the estimate that we wrote to the letter. It is important to note that rust is not uncommon in our climate. Many automotive designs cause moisture to accumulate in areas that promote rust. There is no permanent solution to rust. The re-occurrence of rust on any vehicle is not within our control, and thus is not covered by our warranty. We include this notice on all of our estimates. We can do our best to slow the rust down, but the panels must be replaced to fully eliminate the reoccurrence of rust. We apologize if we did not explain this to you at the time of your estimate to help manage your expectations. 

  Our team works really hard to please all of our customers, and we are disappointed to hear that your experience was imperfect.  Please contact the shop to discuss refund options.

   

*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. ↩