Complaints

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had them restore a **** model a. The work done was so subpar it all started coming apart immediately. I paid ****** dollars and nothing is road worthy or even acceptable. They moved the gas tank to the back of the car which is dangerous, lost my fuel stick, so I cant tell when I have gas anymore, the seats are coming off the floor, seats were grinder damaged. Parts were supposed to be clear coated too lol rusted but not be rusted. The paint is cracking and spotted in places because of overspray, the brakes are really weak and they told me it was the best they could do, promised new steering wheel and didnt deliver, put a button down top on the car and it blew off while driving, moved steering and not its all loose, frame loose and not attached in places, floor mats are just scissor cut and not even done well, carpet inside is coming up and this is all weeks after getting the car back and they refuse to return my calls

  Business response

  09/29/2023

  The car in question was brought in to be made road worthy.... yes , and it was. When the car was brought in the body was not even attached to the frame of the car, seats were not attached, brakes didn't work etc. The car was a mess. The amount paid was to correct the issues. First and foremost was the amount of fabrication that went into addressing the body to frame and finishing out a rear floor and to make the doors functional which did eat a big chunk of money in labor and materials. The customer wanted to keep a rugged look which was accomplished in spraying the vehicle in a satin finish ( so the spotiness described we have not seen nor has it been brought to our attention ). The brakes are the best we could do with what he was willing to pay. We could have installed a completely new brake system front to back but that would have been an additional cost as we we told to make it stop better than it does and we did just that.  Again he did pay $15,000 but the customer is unrealistic in just because you paid that doesn't mean you get anything you want. The money is allotted towards many things which all was discussed in what would be done. The top we installed was for rain related issues and not meant to drive with and he was made aware of that. It was offered to him to install a top that could he could drive with but again didn't feel he should pay the additional cost even though it wasn't in the budget. The fuel tank was moved to the customer not wanting the fuel tank inside the car which is where it was located when the car was brought in, the tank was moved to the rear and the customer had been by at several times and never voiced a complaint to it. Though it was told to him that a fuel cell would be much safer and more beneficial as the way to go, again that was an additional cost he felt he should not pay. The steering wheel is a he said he said situation as he says he told us but we have no recollection of that conversation. We did do things to make the car road worthy that wasn't included into his final bill but we felt needed to be done such as turn signals, hazards and a horn. The motor and drivetrain were never part of the agreement but what the customer doesn't tell you is that we fixed things that we weren't obligated to but did so in good faith such as installing an alternator,  trying resolve a fuel issue for him etc. The seats he brought us are what we used in the vehicle and we have attempted to fix or address any issues with them that has been brought up. We have worked with him every step of the way, yes as of late his phone calls have gone unanswered due to family situations that have kept us out of the office. We have always worked him to rectify any issues or concerns and we will continue to do so. Though he made a review on our ****** account and after looking into he seems to make negative reviews to A LOT of places. Moving forward we will correct any issues that fall under the agreement that was made as far as the things we had a hand in.

  Customer response

  09/29/2023

   
  Complaint: 20541712
  
  I am rejecting this response because:

  I have gone up to the business as well as reached out many times, still to no avail. I actually went by there yesterday. I was told ******* was at lunch, so I requested he call me. Until this response, which took weeks at the least, I had not heard from him in months.

  The issue isn't so much as what work was done, but the quality of the work preformed, as it all began falling apart within two weeks of driving the car. The interior was suppose to have been done as close to as original as possible; however, the carpet is just tossed in and not secured, none of the paneling was completed originally, and when I pressed the issue the only paneling completed was the doors (even though that was one of the items discussed, along with making it road-worthy, which included blinkers, horn, etc. per what I requested).

  Also, I had a fuel stick, which allowed me to know how much gas was in the vehicle, but they lost that. Now, I have to fuel up every time i leave just to make certain I do not run out on the side of the road. I asked for a solution to the gas tank being on the inside of the vehicle, but there was no discussion of where to place it. Placing it on the outside at the back of the vehicle is a hazard; I brought this concern to ***** and others multiple times when I returned the car for repairs of the workmanship performed, such as welding in multiple areas, the incomplete panel work, and the tires being placed too close to the fender *****, causing them to rub when turning. When expressing my concerns about the gas tank relocation, ***** told me that the gas tank goes there on that car. Negating the remark of never being told about this particular issue. 

  I have went up there with an entire lists of things that needed to be addressed. They told me at one point to hold onto the car incase more work they completed became an issue so that they could address everything at once. This is when I did as they suggested and made a list, thinking they were going to make the things right.

  Some of the issues on the list were not only those listed above, but also: White paint was over sprayed on that black matte finish, stickers were painted over instead of being removed, paint is chipping due to the lack of clear coat, there are fingerprints in the paint on the dash centerpiece (which was also not clear coated as stated and will drip ***** water if it gets damp), chassis is not sitting even, there are sharp edges all in the car (which keep cutting me and my passengers and tearing clothing) even though I was told paneling would be in those areas, there's a weak response to steering and when I asked I was told it was the ****** arm, but had it checked and was told it is the steering column, which was moved at my request; however, that request was made in good faith that it would be put back together appropriately. The wood used inside the car floorboard in the back was not evenly cut, and put together ruggedly. It was horrible craftsmanship. 

  From the year I bought the car, Summer of 2021, they had my car longer than I've had my car in my possession. 

  *BBB, Please reference photos you already have regarding this matter.

  
  Sincerely,
  
  ***************************

  Business response

  10/03/2023

  I am replying to the rejection given by a *************************** whom I can only assume is attached to the vehicle in question in some form as we have not dealt with her in the process of this vehicle. With that said i will say that yes the person we did deal with in this has reached out and like i said in my reply earlier there have been missed phone calls due to one parent having a stroke and another parent passing away and a child having  medical issues so there where a lot of times I was not in the office for that I apologize. In regards to the vehicle and statements made, it was never discussed that the interior would be put back to as original as possible however in the beginning it was discussed about doing panels in old car tags which is popular among the rat rod community. Though when the idea was brought up it was initially not favored by the customer though later after the vehicle was completed the customer brought it up that we didn't do the paneling at that point we did go ahead and install that. The door interior were the only panels discussed. The ****** arm issue was not something we had a hand in as it had the appeared the customer had not intentionally struck or clipped something resulting in the steering bolt being bent and possibly damage to the ****** arm.  He was made aware of that as well as us telling him in our opinion what potentially caused it. The customer was told that a fuel cell would be the best route to go in regards to the fuel tank as we touched on that in our previous reply. The wood in the panel cannot be even cuts due to seams running vertical on the interior of the vehicle. We did tell the customer to drive it and make us a list of anything that occurs because things happen, things break and issues can arise. We tell all of our customers this as its referred to a punch list and it cuts down on the back and forth when issues do arise. We have built hundreds of cars and have tons of clients that can speak of our quality and what we put out of our doors. It is our opinion that the customer didn't truly understand what a rat rod is . Had the customer brought the vehicle for a restoration the build would have triple or more of what was paid. He paid for a rat rod, a rat rod is rugged and not clean and precise as a restoration would be. I have been in and out of the vehicle numerous times and never once cut myself or tore clothing. We have always repaired issues brought forth by the customer and again even issues that weren't part of the build. The rear tires being close to the body is part of the driveline and suspension that was not part of the build. We told the customer that the rear suspension setup on the car was not right for the car. We are willing to correct any issues that fall within the build and have said that from the beginning. The customer knows that everytime he has brought the vehicle here we have done what was relayed to us by him.  

*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. ↩