ComplaintsforOld Style Body Shop Inc.

• Initial Complaint

  05/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Old style Body shop repaired front bumper Buick SUV.The molding came back to different colors on the front of Bumper Old Style body shop used two different colors chrome and brass color. Did not match the original color chrome. The Old StyleBody Shop did not inspect the car before returning Buick SUV to me. I live in ******************* so I would have to get a rental car which I don't have insurance to drive back to Old Style Body Shop for additional repair. Seeking refund of $200.00 parts and labor due to Old Style Body shop error. I want to repair the car In ********** ******** closer to home. *********************** ************

  

  Business response

  06/07/2024

  Even though this car hasn't been here since last October and have not been made aware of this issue prior to this we will send the customer the $200 requested.  Although we warranty our work we usually need to see the vehicle so that we can fix any issues.  We are doing this in good faith since she did not bring the car back to us to look at and resolve and we are having to take the customer's word for it.

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They were supposed to repair a company car through my insurance company for someone who hit my car. I gave them 3 different times and then picked up my car. It was shoddy work. We were without a car for 4 months. We finally had another company look in to it and basically the insurance company said since they did a payout so they wouldn&#**;t pay for anything else because it wasn&#**;t a part of the accident. They wouldn&#**;t let me get my car until it was paid off completely. I told them I was going to get an attorney involved then they asked for all the paperwork about the repair. I would like for them to pay for the repair of my car by another repair shop.

  Customer response

  05/19/2024

  Thank you for the summary of the complaint and reaching out to the company Old Style Autobody. 

  Please note that this complaint isn't just for shoddy workmanship and incomplete work. It's because they caused more damage to our car and had a few times to clean it up and fix it but they neglected to do so and said it was complete and left my car to pick up on a day they were closed and haven't every tried to get a resolve on this. They caused interior damages to door panels, head liner, greasy finger prints along the upholstered sides of the door frame, scratched up the door handles and left a glue residue on the passenger door handle, caused scratch across the vent in the dashboard. These are some of the items the insurance said they will not pay for. 

  The other items the insurance paid for that needs to be done again is because our windshield isn't sealed and a tremendous roaring sound as we drive. We found that specifications to correct replacement wasn't done and only partial work was completed so the insurance said they paid for what was turned in as if it has to be redone to get to something else, then the company will have to do it at their cost before they pay for the additional items that weren't addressed. 

  We have the adjusters original photos showing there wasn't any greasy finger prints, splash stains across the head liner, scratches the the door handle trim yet this company just isn't replying. They haven't responded to why they didn't do the standard procedure for calibrating the windshield when replacing it. They also lied several times about cleaning out the dash vents and the other items that were poorly done. We now have overspray on all the class that isn't coming off and they won't respond about it. 

  This has been going on since last summer and we have had to do our due diligent in each process of the insurance company and following up with them then consulting an attorney and another well qualified automotive repair company to get a thorough inspection on work not completed as well as work caused by Old Style Body Shop including having the original adjuster come back out to get more pictures and a report for the insurance company and ourselves. 

  Now the last steps before law suite is to seek the BBB to reach out and attempt to get a response. 

   

  

  Business response

  05/23/2024

  The customer was not satisfied with the paint match originally, so we rematched and painted a second time. Customer brought the vehicle back due to an air leak coming from the door in the area repairs were made. We went back over the area and adjusted repairs to address this concern. Customer also requested repair to a dent as well as extra buffing and touch *** to be done to the other side of the vehicle which was not damage from the accident.These repairs were done at no charge.  Upon final pickup of the vehicle the customer seemed content with the additional work that was done to their vehicle. The customer reached out to inform us they took the vehicle elsewhere to have these repairs looked at and requested compensation. We asked for a copy of the documentation from the other shop for us to review. As of 5/23/24 we have not received this copy.

  

  Business response

  05/23/2024

  We have requested documentation from repairs made at the other body shop to be sent to our office for review. We have still not received this documentation and are unable to accurately respond to this issue.

  Customer response

  05/31/2024

  These are some of the photos of greasy hand prints, splash stains on headliner, scratches, adhesive residue along with several other pictures of poor workmanship and carelessness while they had our car at their shop. 

  These are items they already know about and said they took care of but it's the best they can do or they lied and said it was done and when we picked the car up, it wasn't finished. We also have a video the day we picked up our car showing and hearing that our windshield isn't installed correctly and air is blowing around the seal and is really loud while driving the car like a window is down. 

  I can try and send that video if needed. 

  The estimates I forwarded to you is for the work that wasn't completed but since the insurance already paid out for some of it, there are some items needing to be redone to get to the items not finished. 

  The large estimate is for replacement of our headliner and upholstery areas that can't be cleaned and the parts they've scratched or damaged just working on our vehicle. 

  Please let me know if you have any other questions. 

  As I stated during our conversation. They've taken possession of our car and said it would be done in 3 weeks if I got it to them in early August. They didn't call to say the car was finished until late October. That is when they said they needed 100% paid before releasing the car to me and they found extra work they billed the insurance company for. I had to trust them at their word to approve payment to be released to them by the insurance company and that is when I found the paint didn't even match and it had debris in the finish, the quarter panel overlapped the front clip, there was major gaps in the fender well and door jamb along with many other items they said was finished. They said they cleaned out the dashboard vents so when we turned the fan on, we didn't get glass fragments blown into our eye which they didn't do. 

  I've got more photos I can send that show a haze over our door glass we couldn't get off and the other company and the adjuster told us it's clear coat overspray because they didn't cover the glass. There are also razor knife cuts into the chrome trim from attempting to cover the trim while painting color. There is gasket door trim damaged from the accident they didn't change. 

  All this and I haven't mentioned everything like blood on the driver's door or the other many poor quality care or workmanship things we continue to see each time we use the car. 

  

  Business response

  06/07/2024

  We have tried working with the customer to resolve his issues. Before the vehicle left our shop for the final time, the headliner was thoroughly cleaned, and the dash vents were cleaned out for an additional time. After these were addressed, there was no need for replacement of either item. Additionally, any overlaps or gaps were also addressed at that time and adjusted accordingly. Paint corrections were made, and the gasket was replaced. We also addressed and fixed damages not from the accident free of charge for the customer. 

  Customer response

  06/07/2024

  Complaint: 21677525
  
  I am rejecting this response because:
  It is clear as I had stated previously that they have no intention to follow up with me on this and keep making excuses. They actually said that the splash on the headliner was from the accident which I caught them lying to me because the car was in a parking lot and we didn't have any open containers in the vehicle and the photos prove that. They didn't thoroughly clean anything and it was never accepted. I did give them 3 separate occasions to fix the car which each time they said they did and each time I came to collect my car it was like nothing had changed. They have greasy hand prints all around the door openings they never cleaned off. I told you that they know what they've done and would give us their insurance companies information and I told you they already had the pictures and information of they damages but due to your policy, I submitted the reports of the damages they caused and the report of the items they failed to repair. I sent you the adjusters pictures of the car while it was in the towing companies lot showing there wasn't any damages to the headliner and the adjusters pictures after the car was in their chop which is clear they caused the issue as well as I have several emails prior to contacting the BBB that they said they would fix everything and clean everything yet throughout the entire time, they have done nothing. 

  In this last response they didn't address the reports indicating the damages listed which they've asked for. They are not addressing all they itemized list I submitted to them or the request to provide the insurance that our attorney said they need to provide. 

  It is clear they are a shady dishonest company. **** continued to tell me they would repair and clean everything and acknowledged their responsibility in doing the damages yet they've done nothing and our windshield is getting worse with air blowing into the drivers side. Old Style Body Shop is responsible for multiple thousands of dollars in damages and we have given them ample amount of time to resolve the issues which they said they would but each time we've reached out to them, they continue to give blanket statement or avoided us altogether. 

  How do they respond to all the evidence we've provided from the first time we gave them an opportunity to fix their mistake? It only became worse while they had our car at their shop. 

   

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

  

  Business response

  06/11/2024

  We have tried to address and fix their issues. We are still willing to perform repairs and address the concerns with the vehicle. The issues seem to be air noise from the windshield and handprints which will be an easy fix. We continue to offer the vehicle to be brought back to have us address any continued issues. The vehicle has not been brought back at this time. The estimates provided by the customer are overstated and do not accurately reflect what is necessary to address the remaining concerns with this vehicle. 

  Customer response

  06/12/2024

  Complaint: 21677525
  
  I am rejecting this response because: They had 4 months with the car and 3 additional times I came to pick up the car and nothing had changed. They continued to tell me it was ready which each time there was either new issues or they didn't fix what they said was done. As I stated in the beginning, the last time they called me to say the car was ready, I asked specifically if **** looked it over because he was the one that seemed to be in charge and the one that I pointed out the issues directly and their office called me back saying he looked it over and they received the payments and the car was ready to go. **** said he'd leave it up front late on a Friday afternoon knowing I couldn't get it until Saturday when they were closed. **** also was the one that said the splash stains on the headliner were already there from the accident and at that point, I immediately told him the car wasn't moving, sitting still in a parking lot and there wasn't any soda (as he put it) or open containers even in the car and the photos from the adjuster shows that. The car was towed and we never had access to it. As you can tell, they are still kicking the can and being vague in their responses and this is the first time they said they want me to bring the car back for them to try and fix again. I have months of emails between them and the insurance company indicating all these issues and the insurance company had the same person that is the adjuster on this claim come back two separate times with his pictures and their documentation that contradicts Old Style body shop claims. That's why it's got this far. The statement that the ********** auto body paperwork was over stated is false because while the adjuster was there at their ( **********) shop for the last time and taking more pictures, the shop estimator and the adjuster were walking the car at the same time indicating what the insurance company would be responsible for or taking care of and what the additional items caused by Old Style body shop was. At that point is when we discovered Old Style body shop didn't take care of everything and didn't go by the technician book on proper repairs procedure. This in turn was the reason I contacted the attorney for counsel. That counsel instructed me to use the BBB as mediator because they've already had several attempts at "fixing" these issue as well as giving me the run around. As I stated in previous response, the attorney advised initially not to turn over the ********** estimates or any further pictures because they didn't give us the their shop insurance companies information which I requested, they already head pictures of when I sent them in an email as well as the insurance company and they didn't respond to me. So he told me to stop calling them and only email for written documentation which I did and even told them that I was instructed to do this and to allow them to respond. They continue to be short with me if any response at all. Due to the additional damages caused by Old Style body shop, it elevates the damages beyond the assessed value and now considered a loss on my vehicle and as the insurance company told me it's called diminished value but they will not cover it since it wasn't part of the original damage claim. So our once low mileage clean and beautiful QX60 has visually amateur repair work but also greasy finger prints, splash stains across the headliner, scratches on trims, adhesive residue on trims, leaky windshield, overspray over most of the windows which causes an excessively unbalanced depreciated value we will never recover from. If we don't get their insurance company involved and Old Style body shop to comply with their admitted and proven damages to professionally have repaired, then we are filing the law suite we've been trying to avoid by working with them and all involved. They've received our car early August and **** said 3 week once they received it. Since then, I have been given excuse after excuse as to why things were delayed and blaming insurance companies and saying they needed to be paid 100% before I can get in my car stating they've been burned before but in hindsight I am seeing they knew about all this and made sure they received payment in full before giving me my key, then it's their practice to deny, not respond, make excuses and take as long as they can to reply to not take ownership of their poor workmanship and unprofessional practices. We are not going away and will pursue this matter even through court and this process only gives continued support to the case along with all the past emails, insurance documentation, timing delays, etc.  

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

  Customer response

  06/20/2024

  I responded directly to the response from Old Style body shop addressing some of the unresolved issues they did to my car with no response. 
  they continue to minimize the damage and havent addressed the major problems they caused. 
  how do we proceed? 
  They claimed to have thoroughly cleaned the interior they caused yet no evidence they did this at all and had a few times to do so without removing the stains so they need to pay for the replacement as well as addressing all the other issues we have and continue to have like the passenger door they took apart still have locking and unlocking door issues, headliner replacement etc. this again is proof they evade the issues they caused and the inappropriate coverup work they performed and frauded the insurance company and who knows how many hundreds of consumers they committed fraud to. An investigation should be done to this company. 

  Customer response

  09/10/2024

  9/10/2023 PE:  Emailed consumer to determine if a resolution has been reached indepently from BBB.  Asked what if any desired resolution is.  Asked for a response either via email or phone.

  9/10/2024 PE:  Consumer responded to email.  Placed phone call to him and left vm.  Asked for return call.  Provided my name, direct dial number.

  9/13/2024 PE:  Left vm for consumer.  Asked for return call.  Provided my name, direct dial number.

  9/13/2024 PE:  After long discussion with consumer, ***** ******, he detailed that additional damage was done to the car while in possession of the company.  Insurance will not cover it.  See Library.  Will discuss with BB.

  

  Business response

  09/19/2024

  9/18 and 9/19/2024:  Spoke with ****.  Sent to him the estimate from ********** (provided by the consumer).  Promised to call him back on 9/19.  Called on 9/19. **** will highlight the estimate, of the items he is either willing to repair himself, or reimburse ********** to make the repair.  Document to be emailed to me.

*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. ↩