Complaints

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August 2024, I contracted Nalley Luxury Collision Center, Roswell, **, to paint the front bumper and rocker panel of my *** Z4 under job number *****. I dropped off the *** parts on August 21st and picked them up on August 23rd. After installation, it was clear the painted parts did not match the original bumper color.I was assured on August 16th that providing the original bumper would ensure a match, but this didnt happen. Both ****** ******* ***************************************** and **** acknowledged the color mismatch, and on September 6th, ***** ***** gave me the "Nalley Luxury Collision Written Warranty", which guarantees corrective repairs. Despite adding ***** **************************************** to the email chain and multiple follow-ups with the collision center, I received no response.I have evidence, including audio recordings of ****** and **** acknowledging the mismatch, as well as photos showing the color difference. I even offered to personally remove the parts to reduce labor costs, but Nalley Luxury Collision Center has ignored all attempts to resolve this.This situation has caused significant emotional distress, as Ive spent hours gathering evidence and trying to work with them. I now demand they fix the issue by removing and repainting the parts. If not, I will pursue the matter in small claims court.

  

  Business response

  10/24/2024

  Firstly none of our team members or myself were asked for consent to record the conversations that this customer has provided.

   

  The collision center never had possession of the vehicle as we only painted the parts that were provided, being the bumper and rocker panel. The appearance of a mismatch is a very common thing in our industry and can present itself especially when refinishing a plastic part that meets a metal part. A couple of factors being the natural static in the plastic that effect the way the paint adheres and lays on the plastic part and the minor angles at which the parts sit where they meet can create differences in metallic flop all this giving the appearance of a mismatch to which my assistant manager, not ****** in the recording, explained. She even used the rear bumper and opposing rocker panel as an example as there was a consistent difference present.

   

  I explained to the customer the tools we used to gain the paint match from our paint mixing system via the camera we discussed in one of his recordings . When we agreed to paint these parts the customer agreed to leave the old parts to which we would use to match the refinish with our camera system.

   

  All this being said we, the entire industry, do not deal with perfect scenarios when painting. We are attempting to match, typically, factory paint sprayed by the manufacturer when the vehicle was built. We deal with the age of the paint that can fade over time, changes in the materials used for the paint and processes changing over the years. Tiny variations are common due to all these factors and what our staff is seeing in the paint match would be acceptable. The only way to really hide this variation would be to blend our paint into the adjacent panels which is also another common practice in our industry. This however would accrue additional cost and the need to have the vehicle at the collision center.

   

   

  Thank you,

  ***** *****

  Collision Center Director

  Customer response

  10/29/2024

  Dear BBB Representative,
  
  I am responding to ***** *****' message regarding my complaint.
  
  Paint Mismatch: The main issue remains a significant mismatch in paint color and quality between the painted parts and the rest of my *** Z4, as shown in photos "20241001_135546" and "20241001_133450," which demonstrate the discrepancy beyond a reasonable doubt to any observer. I was not instructed to leave my vehicle at the collision center; instead, ******, the representative there, assured me that bringing in the original bumper would be sufficient as a color reference. Additionally, I do not see any color mismatch on the other plastic body panels of my vehicle when compared to adjacent metallic panels.
  
  Affidavit Option: If ***** ***** maintains his position, I am willing to withdraw the BBB complaint if he provides a notarized affidavit that includes:
  * A clear statement affirming that both the front bumper and right rocker arm painted by Nalley Collision Center match the original sample I provided beyond reasonable doubt.
  * Details of the methods or tools used by Nalley Collision Center to ensure color matching.
  * A confirmation of Nalley Collision Centers commitment to achieving an accurate color match, including ***************** that the original bumper would be a sufficient color reference and the quality expectations set forth in the "Nalley Luxury Collision Written Warranty" document ***** provided.
  
  Certified Estimate: Should they decline to provide this affidavit, I am seeking payment of $1,831the amount stated in an estimate from a ***-certified collision centerto correct this issue. Due to the current mismatch, I no longer wish for Nalley Collision to perform the correction themselves.
  Thank you for your attention to this matter.
  
  Sincerely,
  *** *****
  

  

  Business response

  11/06/2024

  No such notarized statement can be provided. What Mr. ***** is asking would not reflect the perfect conditions needed to reproduce the exact toner mix, fading of color and materials used to produce an exact match of the previous color that was applied to Mr. ******* *** Z4 in 2015. The only option to make the appearance of an "exact" match would be to blend our previously applied color mix into the adjacent panels which is an extremely common practice in the Collision/Body Shop industry. This tricks the eye into not seeing small variance in color due to previously stated conditions by fading our color spray out onto the panels that meet the fully refinished panels. This process of blending however would accrue additional cost for Mr. ***** as there would be additional de-trim, labor and materials used.

  
  After doing some searching in our system I actually have photos attached taken prior to the installation of the new bumper and rocker we painted for Mr. ***** and you can clearly see variance in the color between the bumper and hood. Because of the damage to the rocker it is harder to see this variance. Mr. ***** came by for an estimate on July 2, 2024 for us to perform the entirety of the repairs but chose to handle all but the paint work himself. One could speculate there was an open claim for these damages and Mr. ***** may have used our estimate to collect money from the insurance company. 

  Thanks,

  ***** *****

  Customer response

  11/07/2024

  I am rejecting this response as it does not address my concerns satisfactorily. ****** *******, the estimator at Nalley Luxury Collision, assured me that using my original bumper as a reference would be sufficient to produce a matching color. Additionally, the assertion that color variances are inevitable when painting plastic parts is inconsistent with industry standards and with my own experience.
  
  The attached photos show the original bumper and other plastic components on my *** Z4 in perfect alignment with the rest of the vehicles color, highlighting that a proper color match is indeed achievable. No other plastic body panels on my vehicle exhibit the kind of color discrepancy currently present on the newly painted parts from Nalley. Furthermore, both ****** ******* and **** *******, estimators at Nalley, acknowledged the difference in colors between the newly painted parts and the rest of the vehicle.
  
  My expectations were based on Nalley's guarantee of workmanship, as stated in the written warranty provided to me. Given the clear color mismatch, which is apparent from photos and has been acknowledged by both representatives, I no longer trust Nalley Luxury Collision to resolve this issue. Therefore, I am seeking payment in the amount of $1,831.00, as quoted by an authorized ***-certified repair facility, to correct the color discrepancy.
  
  If Nalley is unwilling to provide this payment, I will consider pursuing additional avenues to resolve this matter.

  

  Business response

  11/11/2024

  The matter of opinion regarding Mr. ******* experience with the industry is not suffice evidence to assert the need to blend is not the inevitable process needed to meet Mr. ******* expectation. The blend process is an extremely common practice that all collision/body shops practice when challenges like this are met. It is the matter of opinion that the shop has produced a suffice match to the parts that were provided when refinishing them. It is in Mr. ******* opinion that a color variance was not present previously from the photos I have provided before his new parts were installed but is in my opinion that there is variance present.

  The matter of my assertion that color variances are inevitable are related to the age of the paint, the materials used, the static that effects the paint coverage in regards to how the metallics "flop" and the angles to which the refinished parts sit in relation to the adjacent parts they meet.

  If Mr. ***** would like to bring the car by the shop once more and speak with me regarding this matter I will take a look at his vehicle again and can further explain the blend process and what it involves in detail. I will however not speak with him if he feels the need to record our conversation.

  Thank you, ***** *****

  Customer response

  11/17/2024

  I am rejecting this response as it fails to address my concerns or provide a satisfactory resolution. This issue is not a matter of opinion but one of quality and adherence to Nalley Luxury Collision's written warranty. The clear color mismatch between the painted parts and the rest of the vehicle is documented in photos and was acknowledged by both ****** ******* and **** *******, representatives of Nalley Luxury Collision.

  I have already visited the shop, provided evidence, and made my concerns known. Returning for further discussion would not address the issue or instill confidence in Nalley Luxury Collisions ability to resolve it. Furthermore, ***** ****** refusal to engage in conversations if they are recorded raises concerns about transparency and accountability.

  I want to emphasize that I am fully prepared to move this matter to the Fulton County Magistrate Court and present my evidence in court, where I am confident that my claim will be validated beyond a reasonable doubt. Additionally, since ***** ***** is eager to dismiss my concerns as "opinion," I will bring expert witnesses who have already reviewed the vehicle and photos presented on this platform, all of whom have confirmed the mismatch. Please be aware that I will be including the costs of these expert witnesses in my claim if this matter must be escalated.

  This entire situation has caused significant emotional distress due to Nalley Luxury Collision's repeated failure to address my concerns adequately. I have spent countless hours gathering evidence, documenting this issue, and attempting to resolve this matter amicably. This has impacted my personal life, taking time away from my family, responsibilities, and other priorities. Should this matter escalate to small claims court, I will seek compensation for emotional damages, expert witness fees, and any legal and court fees incurred, in addition to the $1,831.00 quoted by a ***-certified repair facility to correct the color discrepancy.

  I request payment of $1,831.00 as a cashiers check made out to my name and sent to my address at ******************************************. This payment must be received no later than 10 business days from todays date. If payment is not provided by this deadline, I will proceed with filing a claim in court to recover the full amount owed, including all related costs and damages.

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