Complaints

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 2021 I took my 2018 Yaris for repair after an accident. The car was fixed and seven days later I noticed the paint has swirls & scratches. When I spoke to Art at the shop he admitted that the person who worked on the car needed training and that they would look into it. I called back to schedule a day to bring in my car but the receptionist told me to call GEICO that the shop was done with the repairs and would do n9thing more. I called GEICO and they said the shop was refusing to fix the car, so they gave me a list of shops in the area so I can find a place to fix the car. I drove around several weeks and all the shops I went to said the same thing "we are body shops, not paint shops". I called GEICO and became demanding as to the CARSTAR five year guarantee certificate that I was given by them, so GEICO spoke to CARSTAR Manager *************************** in January 2022. I was contacted by **** to drop off the car January 31, 2022 and I picked it up on February 4, 2022 and was told by **** that they sanded the streaks and put new clear, they do not want to repaint , to not wash it and in two weeks they would call me to schedule the extra protective stickers that came with the car. he gave me the keys and I went home. the next day the drivers door would not open and I went to the shop, they said they did not reset it and it was fixed. On February 9th I noticed that the streaks were still there so I emailed **** and attached pictures. I have been cobstantly emailing telling him that the problem has not been fixed but **** ignores my messages.On March 8, 2022 **** emails me saying to tell hin when I can bring the car ti schedule for the stickers but never mentioned the original Repair. I again called GEICO on March 9, 2022 to complain and GEICO said they spoke with **** and that **** will call me, **** has not called and it has now been one month since **** said he would call me "in two weeks".I feel I am being given the runaround and my car has not been repaired.

  Business response

  03/14/2022

  Hello, regarding the complaint. The customer has complained that repairs have not been completed. When in fact all the repairs and paint work have been completed initially when her vehicle has in the collision. The customer took her vehicle home the first time and then complained that there were some streaks along her left rear door. After going back and forth with her and Geico, we took the vehicle back in on 01/31/22 and went ahead and disassembled the left side of the vehicle and sanded the doors down and re-cleared them. After a full day of baking the paint and drying the car we went ahead and did a full three step polish on the vehicle. Both left side doors. We did a courtesy polish on the front door even though there was no issues with the front door. I have photos and videos on the vehicle after the vehicle has washed with soap and water and dried off right before the customer picked up the vehicle. The customer came in and really loved the way the vehicle was looking and I personally walked around the vehicle with her and showed her everything that was done and she was very satisfied. If in fact there were any streaks that were going to come up after we did the polish, it would come back the very next day. The customer is very persistent about the cleanliness of her vehicle so I am sure the vehicle has been washed after the pick up on 02/04/22. I have email chains from her telling me the streaks are back and I emailed back asking what day she can drop the vehicle off for us to put new edge stickers on her doors and she keeps saying that she wants her vehicle repainted. She has already complained to Geico regarding this and I haven't answered back to her because we were going back and forth with the manager on the way we are handling the situation. The vehicles exterior is black and after getting washed at any kind of car wash, the streaks will show. Many car washes do not use new towels or new products on every single car. I have guided myself through the vehicles disassembly, re-clearing, re-assembly, polish, and wash process step by step to make sure absolutely nothing goes wrong with the vehicle. After doing all that we delivered the vehicle looking like glass on the driver side and in the recent photos of the customer sending me the streaks, it is clear that someone has washed and already scratched the paint and made streaks on the side we worked on. We cannot constantly fix a vehicle that gets scratched from being washed every time. The customer needs to understand that even if a new vehicle is purchased from the dealership and taken to get washed the same day, especially being a black color, there is going to be imperfections after the vehicle is washed and done. I really don't know how else to explain or make sense with the customer. I have proof of the vehicle being streak and scratch free upon delivery. After the customers pick up the vehicle and go, I cannot be help responsible. Everything on the vehicle is working properly, there are no broken components or lights or mirrors or door handles or seats that are not working. Everything we have repaired and replaced are in good working condition. All the windows work all the electrical items work, she is able to go from point A to point B. There is absolutely nothing wrong with the vehicles repairs or paint work. There were no chips in the paint or chips in the clear. Everything on the estimate was done to the ** Trust me when I tell you I personally watched all the aspects of the vehicle get done. There was no issues upon delivery of the vehicle. Everything after delivery is not on the shop unless there were issues with the repairs or paint.

  You can feel free to contact me at the office if there needs to be further explanation or if you would like the photos or the videos or the chain of emails. ************.

  Thank you.

  Customer response

  03/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

  Customer response

  03/17/2022

  I am rejecting this response because:

   

  Yes, the car was polished the second time on 02/04/2022 and I looked at it on an angle to where you could not see the streaks against the sun. Three days later after getting out of work I noticed the glare against the sun and the streaks are still visible and no I had not washed the car because I was advised not to do so. then the door would not open so I had to take it back & **** said they forgot to reprogram the door, well now the cap on the inside of the door is missing.
  I took the car to a different shop to tell me what the problem was and they said the paint initially had orange peel and it was sanded to remove it and that made the streaks, then the second time they only polished but the streaks still remain.
  that the doors and quarter panel need to be repainted in order to remove the streaks before they do the stickers.
  **** told me not to wash the car and that I would be called in two weeks, but one month later after several emails and no sincere intention to repair, I contacted GEICO to ask for guidance and I was told that the shop would call me about the repairs but instead I get an email to let them know when we can schedule for the stickers, 
  " not a phone call" . so on Monday Feb.14th after waiting one whole month I took pictures of the dirty car and  I finally washed the car by hand.
  
  I still would like for my car to be properly repaired and have the streaks removed before we do the stickers.
  

  
  

  
  

  Business response

  03/22/2022

  Hello,

  I have responded to the first complaint. I honestly don't know what other explanation I can give for the complaint. My answers can be rejected every time, but we have done the best we can. If it is not satisfactory to the customer than I don't know what else to do because we have done everything in our power to make her happy. Customer complains about repairs, but the customers vehicle repairs have been satisfied and the car runs fine and looks fine. At this point there really is nothing else I can do for the customer. 

  Thank you

  Customer response

  03/24/2022

  I am rejecting this response because:
  I would like for the car to be properly repainted in order to remove the streaks caused when trying to remove orange peel.
  
  

  Business response

  03/25/2022

  My response has been sent twice. Consumer can reach out to the insurance company for further assessment on the vehicle.

  Customer response

  03/26/2022

  I am rejecting this response because:
  I would like for the car to be properly repainted in order to remove the streaks caused when trying to remove orange peel.
  
  

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