Complaints

• Initial Complaint

  10/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On September 12, 2024, I brought my 2023 ****** ***** to Paintworx Collision Center in Albany, NY, to have some aero and a spoiler painted and installed. All parts provided brand new in the box, high-quality, and the spoiler was a certified USA-made product with an MSRP of $1,400. After a week, I received an estimate of $4,130.45. We discussed the potential challenges of installing aftermarket parts, and I assured the owner I was willing to cover any necessary work to ensure proper installation. On September 26, the owner informed me that the spoiler was missing hardware and made a disparaging remark about its origin calling it "China lol", despite him reviewing the authenticity certificate. I offered to contact the manufacturer for the needed hardware, but he insisted on sourcing it himself and presented a photo of the hardware he found, saying I was "lucky" to have his help. Upon picking up the car, I discovered the battery was dead, the check engine light was on, and a cover plate was missing from the spoiler. Additionally, the OBDII port wire was unplugged and dangling in the footwell. Three weeks later, the spoiler hardware fell out, and the hatch was filled with water. I found that the installer failed to seal drilled holes and also created two unnecessary ones. The owner had used the incorrect hardware size (8-32 screws instead of the required M5), which caused the attachment point to fail. Furthermore, no washers or thread sealant were used as specified. I temporarily fixed the issue by removing the spoiler, draining the water, and sealing the necessary areas. Despite this, the owner has denied responsibility, only offering to reinstall the product with the correct hardware I had previously offered to obtain. Given their lack of accountability and the damage caused, I will never trust Paintworx Collision Center with my vehicles again. They are liable for the damaged spoiler, hatch, and the money spent on this botched installation.

  Business response

  10/25/2024

  When he picked up the car, we discussed the toggle, which was we found was still in the car.  The battery died because the doors and trunk remained opened while we did the installation.  This happens often and is why we were able to jump it for him. We jumped it and it was fine.   A month or so later he messaged me, he wasn't happy because it loosened up.  I told him to contact manufacturer and have them overnight the correct hardware.  I told him as soon as it was received, we will reinstall it for free.  I also recommended getting some rubber grommets for the holes, to replace the ones that were provided in the kit,  just to make it look better.I have no problem taking care of this to the best of our ability at no charge, providing he removes the numerous slanderous reviews he posted about my business.

  Customer response

  10/25/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Unfortunately there are over fifty comments on my reviews circulating the internet of previous customers of Paintworx bringing their vehicles back to have things fixed and having an even worse experience than the first time. Based on these reviews and their proven ineptitude and negligence, allowing them to touch my vehicle again is absolutely out of the question. The shop has already had multiple opportunities to install the spoiler correctly given that I have already offered to obtain the correct hardware from the manufacturer and he declined that opportunity. I should not have to make up for his mistakes, these are his responsibility to make better. Also, given that the incorrect hardware he used damaged the bolt holes in the spoiler, the spoiler will have to be replaced prior to being able to be installed properly.The reviews I have posted are accurate and truthful accounts of my experience with his business and not only will they remain but they will increase provided that I am not refunded the money I am owed. I have yet to share this experience with my 172,000 followers on ********* or 367,000 followers on * in an effort to give the owner the opportunity to do the right thing.  Regards, ***** ****

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I originally brought my 2016 *** ****** to Paintworx on 12/2021. I brought the vehicle to Paintworx after my truck was backed into while getting some maintenance work done. When I brought the vehicle to Paintworx, there was damage to the rear panel, rear bumper, and tailgate. Since Paintworx worked on my vehicle in 12/2021, there has been an issue on the alignment of the plastic on the bumper, alignment of quarter panel, paint blemish and chips. Within a couple months of the work performed, the paint started to peel on the passenger side section of the rear bumper. After multiple calls and emails, in 8/2022 was able to bring the truck back to address all the issues outstanding from 12/2021 and peeling paint. On 1/2/2023, I notified Paintworx the paint was peeling on the same section of the bumper for a second time. I left multiple messages and continued to receive communication that they weren’t willing to fix the paint again. During this time, I informed Jamie that the Paintworx website states they warranty their work and offer a loaner vehicle. I informed Jamie that if they weren’t willing to honor this, that I would be in contact with my attorney. On 3/10/ 2023, I received a call from Jaime stating the David, owner, was willing to do the needed work but no loaner would be provided. Appointment made to be dropped off on 4/11/2023. On 4/13/2023, I went to Paintworx to pick up my truck and upon inspection, I had concerns and addressed them with Jaime and their mechanic. Concerns included the plastic on bumper was misaligned worse than when I dropped it off, a new paint blemish and that a few screws weren’t fully secured. After pointing these items out, Jaime left to get David. David came out and demanded that I leave the property as they weren’t addressing these issues anymore and threatened to call the cops if I didn’t leave the property. As a customer that has brought several vehicles to them, I will not be returning, and these issues are unresolved.

  Business response

  07/06/2023

  As you can see by the photos the customer's concerns were addressed at no charge to him for the 3rd time.  His concerns were that the bumper was out of alignment and there was a paint chip. He was still not satisfied with the repairs completed.  This is a 2016 and paint chips will occur with everyday travel.  The original repairs were completed on 12/21/2021.   Paintworx does not feel that we are responsible to pay for another shop to again repair this.  

  Customer response

  07/10/2023

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Based upon Paintworx BBB response, it appears that they didn’t address the concerns I had when I picked up on 4/13/2023.  The concerns were that the plastic on bumper was misaligned worse than when I dropped it off, new paint blemish and that a few screws weren’t fully secured.  I’ve spoken with people in the industry, which said that the alignment of the plastic on the bumper isn’t within industry standards.  The gaps between the plastic pieces and the metal of the bumper shouldn’t be that significant.  As for the paint blemish, within photo 25 provided by Paintworx, you’ll see paint blemishes that were not present before.  I’ve gone ahead and resubmitted this photo with the blemishes circled.  Paintworx supposedly replaced the entire rear bumper and painted it in 12/2021.  Since the bumper was replaced, it went back to Paintworx in 8/2022 as a section of the bumper was peeling due to the paint not properly adhering to the bumper.  Then less than four months after it be painted for the second time, the same section started to peel again.  At which Paintworx did paint it for the third time.  But the point that the vehicle is a 2016 and paint chips occur in everyday travel is felt to be irrelevant in this situation as the previous bumper that was on the vehicle for more than five years didn’t experience this issue.  However, the current issue isn’t about the paint not properly bonding to the metal but more the issue that there’s new blemishes that weren’t present prior to drop off in 4/2023.  As for the unsecured screws, wouldn’t one check to make sure everything is properly secured before providing the product back to a customer.  It’s clear in the pictures previously submitted and that Paintworx’s employees, Jaime and a mechanic, saw that they weren’t fully secured upon pick up.  But with David threatened to call the cops if I didn’t leave the property, David didn’t give his own mechanic the opportunity secure the screws.Ultimately, I would still like to have the issues resolved but by a reputable body shop.  Don't feel comfortable bringing my vehicle back to Paintworx as the owner threatened to call the police on me for addressing my concerns with their workmanship. 

  Regards,
  ******** **********

• Initial Complaint

  07/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Please refer to attachments for full description of the problem. It was too long for this provided writing area.

*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. ↩