ComplaintsforAuto Extras

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/7/21 We had a ceramic coating applied to my wifes 2021 ************** When we picked up the vehicle we didnt notice the scratches initially on the door. Earlier that week that had tinted the windows and had to retint them again that day. When we were checking out we noticed blemishes in the tint on the windows. The owner had to work on removing the blemishes from both front windows. When he was done, we paid the **** and left. When we got home my wife was checking for bubbles in the tint and looking at the ceramic finish when she noticed the scratches on the rear drivers side door. I immediately called Auto Extras and left a message because it was after hours. We picked up the vehicle at 530pm, I called around 615 pm. I also took two photos of the damage to the door. The vehicle was brand new, purchased within the week of service. Ive made numerous attempts to resolve the issue with Auto Extras. The owner is blaming the issue on my wifes purse. The scratches were made with a sharp object, possibly a razor which the company uses to cut tint for vehicles. Because of depth of the scratches both side doors have to be painted. We would like Auto Extras to pay for the repairs. Our next step is small claims court.

  Business response

  02/03/2022

  On December 7th, 2021 ********************* and his wife got a ceramic coating done on there 2021 ************** The process used for this type of service requires we wash the vehicle, dry the vehicle and then apply the ceramic coating. The vehicle was hand washed with a microfiber cloth and dried the same way. the ceramic coating was then applied with the tools sent with the product which is a sponge like applicator. After the coating dries for a short period of time it is then buffed with a microfiber cloth to finish the process. The customer and his wife came to pick up the vehicle about 5:30p.m. we brought the customer into the back of the building where the coating was applied. There is alot of lighting in our work area and we wanted the customer to see the new coating in a well lit area to examine it. Both ***** and his wife spent ***** min walking around the vehicle and examining it stating how good the coating looked on it. After examining it very closely both him and his wife were very satisfied with our work. They then paid for there service, the car was pulled out of the garage and they left. About a week later ***** came into the shop and stated that there was a scratch on the driver side rear door and he felt that we had put it there, we told him we had numerous cameras in the back of the shop and would pull up the footage and check to make sure this was not the case. A few days later ***** returned and we pulled up the camera footage so both him and the owner could look at it together. ***** reviewed the footage on the tape from the entire time the vehicle was in the shop to the time it pulled out of the shop. There was no scratch on the vehicle when it left this building. ***** agreed he also could not see the scratch on the vehicle in the camera footage. We explained that we did not use any type of tools that were sharp or anything of that nature when applying the ceramic coating. ***** said o.k. and left. A couple weeks later ***** returned stating that he knew that the scratch was not on the vehicle and that it was us that had put it there. The owner explained to ***** that if we had done it he would have no problem taking responsibility for it and get it fixed, but we did not put the scratch there so there was no liability on our end. ***** was not happy with that answer and swore we did it. The owner stuck with the camera footage and the fact that nothing sharp was used on the vehicle, and again stated we had nothing to do with the scratch and that we were not taking responsibility for something that we did not do. A few weeks before the customer got the coating put on his car they did have there windows tinted with us. The car was in there possession for days after the tint had been done, the tint had bubbles in the windows due to the cold weather and them not drying correctly and was then brought back for us to fix a few days later. Again the car left and nothing about a scratch was ever stated. When the customer returned the vehicle for the coating to be applied a week or so later again nothing was stated about a scratch in there vehicle. We are sticking with our camera footage and stating that our company had nothing to do with the scratch being put there.

  Customer response

  02/15/2022

   I am rejecting this response because:
  
  I dont agree with the response from Auto Extras. Response sent to *********************** at 432pm on 02/15/22

  On December 7th, 2021 we had a ceramic coating applied to our 2021 Jaguar ****** at Auto Extras. When we picked up the vehicle we did examine the work. At the time we didnt notice a scratch on the rear drivers door. Before we left we noticed bubbles in the tint which had been applied a couple days earlier and was redone that day. We didnt examine the door after he completed fixing the bubbles in the tint on both doors. We had paid for the service before he worked on the tint. They backed the vehicle out and we drove home. My wife drove home and when she got out of the car to look at the tint and the ceramic coating she noticed the scratches on the door. I immediately took photos and called Auto Extras. No answer. We picked the vehicle up at 530 pm . The photos have a time stamp (12/07/21 549pm) and I can provide phone records proving the call time (550 pm) that evening to Auto Extras. He failed to inform you the he was out of town for a week starting on 12/08/21. I did look at the vehicle footage with him once he returned. The camera footage showed the vehicle being backed out of the building. There is no footage showing him working on the vehicle. He has multiple cameras on the interior of the shop, but supposedly no one showing the area where the vehicle was being worked on.  The video wasnt clear enough to show a close up view of the door. After watching the video I left and went to a body shop to find out if the scratches could be buffed out, I was told that they couldnt. The scratches were too deep and both doors would need to be painted. I immediately returned to Auto Extras that day but ***** had left. I returned on another day to speak with ***** about the situation. We couldnt come to agreement about what happened. I didnt agree that I couldnt see any scratches.  He told me he was sending the video out to Genes camera store for enhancement of the video, which he failed to inform you of in his response. He said it would take a couple of days. I returned multiple times within a few weeks because it didnt take a couple of days to find out the findings of the video analysis and come to a resolution. He told me that he believes my wife Tamekias purse caused the scratches. I told him I believe the tool he used to cut the tint could have caused the scratches.  The photos clearly show that theres multiple scratches and was caused by a sharp object. He told me that he wouldnt accept responsibility. This is the reason why I contacted the Better Business Bureau for assistance. 
  
  Thank You
  

  
  

  Business response

  02/24/2022

  IN REGUARDS TO THIS SITUATION WE HAVE SUBMITTED A PREVIOUS STATEMENT ABOUT THE EXACT HAPPENINGS OF THAT DAY. AGAIN THE CUSTOMER AND HIS WIFE BOTH WALKED AROUND THE VECHILE FOR ABOUT 20 MINIUTES EXAMINING THE VECHILE. IF THE SCRATCHES WERE AS VISIBLE AND RECOGNIZABLE AS THE CLINET IS STATING THEY WOULD HAVE BEEN SEEN VERY EASILY IN OUR WELL LIT ****, AND WITH THE AMOUNT OF EXAMINATION THAT 2 PEOPLE DID TO THE VECHILE. WE THEN SHOWED ********************* A VIDEO AND HE THAT DAY AGREED THAT HE HIMSELF ALSO DID NOT SEE ANY SCRATHES ON THE VECHILE AS IT WAS BEING PULLED OUT OF OUR GARAGE. HE WENT TO A OTHER BUSINESS TO GET A QUOTE ON FIXING IT AND THEN AFTER HE FOUND OUT IT COULD NOT BE BUFFED OUT HE RETURNED WITH A VERY IRRATE ATTITUDE SAYING WE WERE DEFFINITLY THE **** WHO DID IT. THE **** STAMP HE SHOWS IS 20 MINUTES FROM THE **** IT LEFT THE **** ANYTHING COULD OF HAPPENED IN THAT ****. YES WE DID NOT GET BACK TO ********************* UNTIL THE FOLLOWING WEEK DUE TO BEING CLOSED BECAUSE THE ***** WAS OUT OF TOWN, WHICH THE ***** KNEW THE ***** THEY LEFT FROM PICKING UP THEIR VECHILE. AS SOON AS WE ARRIVED BACAK TO THE OFFICE WE LET HIM COME IN TO REVIEW THE ****** IT IS ALSO VERY CONCERNING THAT ***** HAS BEEN TRYING TO USE HIS AUTHORITY AS A ********** ***** *********** TO SLANDER MY BUSINESS THROUGHOUT THE COMMUNITY. HE MULTIPLE ****S SAID THAT HE KNEW PEOPLE IN THE CITY AND SEEING AUTO EXTRAS DOES ALOT OF WORK FOR ********** CITY POLICE AND OTHER CITY OFFICES HE WAS GOING TO "TELL EVERYONE HOW HORRIBLE AUTO EXTRAS BUSINESS WAS" AND WOULD GET THEM TO STOP DOING BUSINESS WITH **. FOR A ***** TO BE THROWING AROUND HIS AUTHORITY AND WEIGHT TO TRY AND SLANDER OUR BUSINESS IS VERY DISTURBING. AS WE HAVE SAID IN THE LAST RESPONSE IF HE NEEDS TO TAKE FURTHER ACTION WE WILL HAVE TO GO TO COURT, CONTINUING TO SLANDER OUR BUSINESS THROUGHOUT THE COMMUNITY AND KEEP CONTACTING THE BBB IS NOT NECESSARY AND IS BECOMING VERY REPEDITIVE. 

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