ComplaintsforFine Line Auto Body, Inc.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business did the repair on my car without my authorization .They did not charge my tesla while keeping it at the location.They are asking for payment without completing the job.

  Business response

  06/21/2024

  On 5/22/24, the customer brought their Tesla to ******************** for insurance-covered repairs. Upon filling out the necessary shop paperwork, the customer agreed to proceed with the repairs. They paid $600, which represents their deductible portion, estimated at $1,000. We offered to assist by covering $400 of the $1,000 deductible. However, after several text exchanges with the customer, we informed them that we lacked the necessary equipment to charge the Tesla.

  Customer response

  06/22/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21877224
  
  I am rejecting this response because:I had dealt with ****** and general regional manager **** before prior to starting this job , both of these people did not mention about the copay for this job.The women who started sending me text messages was never present before and started telling me that she is the manager of the store, she threatened me that I must pay $600 or leave and I will have to pay $68 for daily storage.I told her that I need to talk with *********** but she said he is not available. I had never experienced such rude and discriminatory behavior at any business in the past.This business had done job for my car 6 months ago and had verbally given me the amount $200 which I had paid them and I was expecting them to give me my copay amount so that I could decide about my choices.In addition they damaged the whole front of my car, pics are attached, they told me that this damage was already there.I need to talk with *********** who had previously worked with me to hear his side of story.They must provide customers with copay verbally prior to starting the job as they did on last job which was even not done properly but at least I was aware about my copay amount!

  They need to repair all the damage to my car while it was in their possession and refund $400 for the current job.
  
  Regards,*******************
  
  *******************

  Business response

  07/10/2024

  The reason we are rejecting this response is that we have repeatedly informed the client that the Deductible is always due at the conclusion of the car repairs. The client decided to have 1000 sets of his. We will offer assistance as a favor, but it is not required. After addressing the customer's unpleasant behavior toward our employees, we requested that they settle the outstanding sum and depart. However, the client persisted with recording our employees even after we asked them not to. Regarding the damage, the client claims we only made the necessary repairs after receiving insurance approval. We also have photos from the time the client arrived.

  Customer response

  07/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21877224
  
  I am rejecting this response because: The claims made by this office are opposite to what I have experienced, they have damaged my car during repair and shown unethical and dishonest attitude in this whole process.
  
  Regards,
  
  *******************

  Business response

  07/18/2024

  After going over the deductible due, we finished the job that the customer requested. It is the customer's responsibility to reimburse the deductible to the shop, which is a necessary expense for each repair. We have further explained that the damage the client claims occurred was not caused by the accident and was instead caused by earlier harm. 

  Customer response

  07/19/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21877224
  
  I am rejecting this response because: This business has not lived up to its word, behaved in a very humiliating way and has damaged my car in the process of repair.
  
  Regards,
  
  *******************

  Customer response

  07/22/2024

  I have submitted this complaint in order to indicate that this business had repaired my car previously in 2023 and though they had not done a good job , they had told me up front about the copay of $200.On this occasion they kept quiet till the time of delivery of car and dropped the bombshell that I will have to pay $600 immediately or pay $68 daily for car storage.The business did not let me talk with *********** who had previously done the negotiation on copay and even took my car this time without specifying the copy.So I was expecting either no copay or no more then $200.In addition the person at front desk was extremely rude and didn't give any explanation about this discrepancy.In addition front of car has been damaged during this repair.

  So I am perplexed by this belligerent and dishonest attitude of this business.

  Business response

  07/25/2024

  The client has received repeated explanations from us that the deductible is payable at the time of pickup. He made the decision to have a $1,000 deductible. We are under no obligation to cover anything. Following a review of the documentation, the manager informed the customer that only 400 of the $1,000 would be covered, with the remaining $600 being paid at the time of pick-up .Although there is a requirement stating that the deductible is due at the time of each claim repair, we are not required to cover anything. 

  Customer response

  07/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21877224
  
  I am rejecting this response because: I can understand where this business is coming from but this is not what I heard from them except at the time of my car pickup. In addition I had expectation from previous repair that they will let me know prior to starting the repair so that I could have taken it to another body repair shop.

  In addition I do want to clarify that this visit to the shop was pertains to previous repair which had resulted in this damage without any any new collision. I had only gone to shop for this repair because the lower lip of bumper had fallen off.*********** looked at the car and told me that he has to start a new claim with the insurance.I had no choice but to agree with him because he won't agree that his previous job was not done properly. I thought he will be kind enough to spare me additional expenses but instead he double crossed me by not only talking with me but charging me additional $600.

  This body shop needs to refund my copay because they were not releasing my car and in addition threatened me to start charging $68 daily if i did pay the copay immediately. 

  *********** convinced the insurance company that it was new damage instead of correcting his poor workmanship from previous repair.

  In addition they damaged my bumper in the process.

  This business is unrelible and traps the customer in a very subtle way.
  Now i am stuck with not only increase in my insurance due to new claim, but further damage to car and in the process this business took a whopping amount in excess of $10000 from me and the insurance.
  Regards,
  
  *******************

  Business response

  08/09/2024

  The customer has received multiple explanations from us regarding the new damage he is claiming. The Warranty does not cover new damage.The client decided to file a fresh claim at that point, with a $1,000 deductible once more. They should have been prepared to pay for their decision. We informed the client of our offer to assist. We apologize if you believe that this is unfair, however the client is unhappy about something that they will ultimately be responsible for paying for anyways

  Customer response

  08/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21877224
  
  I am rejecting this response because: As I have explained multiple times that this business is not accepting any of my issues.This business is completely unethical and other customers need to be aware about the deceptive practices.
  
  Regards,
  
  *******************

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fine Line Auto took in my van at the end of January, 2024 to do repairs and body work. While the car was at the shop, I spent weeks sourcing parts to send to the shop, with the final part (axle) arriving around March 15th, only for every single week for them to delay returning the vehicle. It has gone on for over 4 weeks now, and at no point has the business contacted me first. I have escalated this complaint with the company at least half a dozen times now. It is well past a reasonable amount of time and this company is not even communicating with me the correct timeline for things to be fixed. I have to call literally every 2-3 days, as I have been for a month, to get the same line, "it will be done next week." It is not possible to live in Ohio without a car, let alone for months on end as I think every week will be the week I get the car. Even if I am to be blamed for shipping parts in late, I was very clear with when things would be coming. The shop may claim the parts are the issue, yet I went in on 3/27 to see that they were still working on the body of the car. When I call in, I am told other cars are being worked on first... yet this car has been there since January. I really cannot fathom how it is so low priority on the list. I was told on Tuesday, April 2nd it would be done Wednesday, then on Wednesday, April 3rd, told it will absolutely be done by Saturday, April 6th, at noon... only for ME to call Friday, April 5th at 6 pm and the shop to say they *haven't even started working on it.* I really do not understand the lack of coordination between the corporate conglomerate and why I had to take initiative to resolve. I am incredibly disappointed with what is good work, but poor service that seems to think it's fine to openly ignore a customer and provide false information? It would be one thing if I was told on March 15th it would take 3 weeks. But I was told DAYS... and I am again being told it will be done next week.... its very frustrating

  Business response

  04/24/2024

  We have contacted the client, resolved all of the concerns, and expressed our regret for any inconvenience. 

  Customer response

  04/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21537699
  
  I am rejecting this response because: Business did not communicate with me in a timely manner or resolve the issues, rather they had me drive off on a spare tire (they had the rim and ability to order a tire and replace the wheel - very basic mechanic capabilities that they ignored), did significant internal damage, and the axle for the car still needs to be re-aligned. I am not interested in communication as an apology from the business is not what I am seeking. Literal months of my life wasted, hounding a company that kept saying "you will get the car in 3 days" for over 4 weeks. Blatant sexism towards a female customer as they clearly think I'm an idiot and that it was fine to return the car to me with it still needing work done, and also not disclose the extensive internal damage
  
  Regards,
  
  ***** ******

  Business response

  05/09/2024

  On January 26th, 2024, the customer dropped off their vehicle for an estimate. We completed the initial estimate at that time. However, we had to wait on parts until March 19th due to the customer's request to outsource certain parts themselves. The repair job was estimated to take 3–4 weeks due to the significant damage. Despite our efforts, we were unable to perform the alignment as the customer opted to handle the tire replacement themselves, which was necessary for alignment. We communicated this to the customer and issued a refund accordingly. Regarding the accusation of sexism, we want to clarify that we treat all our customers with the utmost respect, regardless of race or gender. Discrimination has no place in our business practices. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The merchant performed a conventional repair on every panel of my car instead of a paintless dent repair. The lack of adequate workmanship led to further damage to my vehicle. I have made every attempt to resolve the issue with the merchant with no success. I have filed a chargeback complaint with my financial institution, however, I need the merchant to refund the balance of the initial job to have the job completed by a reputable company.

  Business response

  04/02/2024

  The customer was issued a warranty, which could have allowed the issues to be fixed, but they never got in touch with the store to initiate that procedure and therefore did a chargeback on the repairs .We are asking for the money back and the client to go through our Warranty process 

  Customer response

  04/02/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21462350
  
  I am rejecting this response because: 
  
  1) The business response to not reaching out to the warranty department is false. 
  I spoke with the shop manager and the warranty department numerous times. I dropped my car off three different occasion since then for remedy that was not completed.

  2) I sent a follow up legal notice to the the business seeking a remedy of the issues and further damage further incurred.  These are well documented in the initial email attachment to this complaint.

  3) When these attempts failed, I made numerous effort to speak with the area and regional managers, but was ignored before proceeding to take actions to recover my payment through my financial institution. Note that this was only a partial recourse as the business are still refusing to refund the balance  

  4) The business retained a legal counsel in bad faith to try and harass me from protecting my rights. Upon provision of evidence of my continued correspondence, the counsel recused himself and advised the managers to reach out to me for recourse.

  I have since followed up on the counsel’s email for them to inspect and resolve the damages at a certified shop. No one has responded since  

   

   

   

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

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Jan 27 I accidentally ripped the bumper out of my Toyota backing out of my garage. After calling 3 different body shops, Fine Line Body Shop accepted my insurance and I decided to bring my car to them for an estimate. The first estimate was around $ 3,000 but after contacting my insurance the total cost ended up being around $ 5,800. I was surprised when they let me know that the car was done quickly, but I was still waiting to receive the check from the insurance company. I contacted my insurance agent asking why the charges were almost doubled, but he didn't seem concerned about it. Well, I was, since to paint a bumper, a hood, and a fender they charged me 17 hours! On Feb, 10 once I received the check I went to pick up my car! I was so happy! Even if I requested a detailed explanation of all the charges and wanted to be shown exactly what they did to my car, I was told I was good to go, Nick, the guy who did my estimate handed me the keys, turned around taking care of a different customer. The first thing I entered the office they made sure they got their check and deductible and they didn't care after that. I left very disappointed, but with hopes that my car was fixed exactly like the estimate said...WELL....I just arrived home and inspected my car. Both fog lights needed replaced...well.......only one is new, the other one not. I called the shop right away and told **** about it and he said he would look over the estimate and call me Monday. No phone call on Monday. On Tue morning I called the shop and asked if they ordered my fog lamp and when it would be replaced. We will call in an hour and let you know. Today is Wednesday and I am still waiting to receive the call I was supposed to receive Monday! I was patient enough, I treated everyone with respect that unfortunately I did not receive back! I do not trust them that they did repairs to my car worth $ 5,800 !!!! Thank you

  Business response

  02/16/2024

  We have reached out to the Client to go over Issues And to address the problems

  Customer response

  02/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* *****

• Initial Complaint

  12/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called over an hour ago to make sure my vehicle was ready to be transferred to a repair facility. Despite giving advance warning they did not have anything ready and my tow driver had to cancel my tow service which means I have to wait an additional hour for a replacement tow driver. This piss poor customer service. I really want a refund for all the money that was sent to them for the repairs because the job was never completed and I’m having to figure everything out on my own.

  Business response

  01/08/2024

  We apologize for the inconvenience about the tow. Per our records, the Total money paid to the shop was due for the repairs we could complete . The issue with the engine we attempted to get addressed and the insurance denied it . During that time we did put you in a rental free of charge . Due to this, no money will be issued back since we did the work that was approved by the insurance company.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I picked up my car and immediately noticed a noise coming from the passenger side front. I inspected the tire and saw a nail. I reported this to the business immediately and was told to send a picture of the damaged tire and ps door which I did because it also had damage. Now the business is refusing to repair the tire even though there is video of 2 of their employees (an asian guy and a bald guy) putting air in my tire since the company got a nail in the tire while they were repairing it.

  Business response

  08/18/2023

  Our sincere apologies for any inconvenience that this may have caused you, however, due to our company policy, we are not liable for the damages to the tire.
  The nail could have been picked up from anywhere and we do not use nails at any of our collision facilities for repairs. The video that was taken of employees putting air in the tire was a courtesy since the tire pressure light was on. 
  
  

  Customer response

  08/18/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20448753
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** ********

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To it may concern or to the business at Fine Line Auto Body - Bethel Road, I ********* ****** is writing to file a formal complaint for the company Fine Line Auto Body located at **** ****** **** ******* **** ***** ###-###-####. I am writing to bring this long-term of this matter to the owner, the auto body technician's, the appointment taker I have dealt concerning my appointments and whomever else is involve responsible. I have on several occasions have reached out to this body shop concerning my Vehicle my 2019 Nissan Altima grey 4 door. I have reached out several time concerning this matter and even several times trying to work around my work schedule to keep on several times and all they keep on doing is scheduling my appointment and having me come back there for repairs and then they claim and try to convince me that everything is good and all fixed properly and I'm good to go. Then I trust their word and I go home to find that things are still okay. The day that I picked up my car in January 2023. The body shop kept trying to reach out to me concerning the check from the insurance company Progressive Insurance. I kept telling them that I was also waiting on the check from the insurance company. It was around the Christmas Holiday so mail was very slow running behind I reminded them. So one day when the check had some in I went to the Fine Line Body shop to pick up my vehicle these guys was just cheering and excited when I entered the building and presented the check to me they were way too happy something wasn't right. Now to remind you I had an excellent communication with the staffing up until the day that I picked up the check and handed over the check to them. When I went outside to check the car and popped the trunk then that's when I started to notice that the trunk was shifting when I close it and it have a gap on the right side of the trunk you can put three or four fingers in the gap slot then I had noticed the red rear light covers was not on tightly because it was sticking out at the tip and when I pressed on it pops back out. Then the rear quarter panel was slightly sticking out not even trim. At that point I went in the building to get a worker to come out to look at what I was seeing he came out to look over things and noticed the issues. The guy who sits a the first desk to the right when you walk in came out doors to check the matter. He then noticed everything that I had noticed and an add on the trunk leverage that catches the lock when the trunk closes and releases when the trunk pops open was missing I pointed that out and the black cover was missing. He then told me when he spoke to the techs that they would have to order one and I would have to come back. Now I'm adding on more stress to my life. Now I have to fine time to work around my work schedule already frustrating. That damn near 9,000 dollars and you mean to tell me they couldn't get things together by the time I got there. They was so adamant and rushy to give me the car and it was not complete. Now that same day when I went home I was not at easy I was investigating what else could be wrong. I called my friend that lives in Jamaica to show them the car and the outcome because the work at body shop assembling vehicles all day. He also notice and told me that the vat was uneven. I then start taking pictures and sending them all over to the guy at the body shop Fine Line Shop. So many things wrong I stared noticing my wheel alignment was cricket I hadn't noticed that I backed up pull in at my home. The inner trunk carpet trimming was also not screwed back on over both tire side where the screws was my question. I kept telling them that my seat belt wasn't sounding off before and after you wear the seatbelt it kept showing up on my dash board put on my seat belt and it was on and kept beeping. I took a picture of the message popping up to show them. I also noticed that the red tail light (L) side to the touch or press is not attached flatly like the (R) side November 23, 2022 I just had gotten a new oil changed and when they gave me my car back the dash also was saying that I needed an oil changed I expressed that in the complaint when I text and when back to the shop. The guy kept saying he didn't see what I see and telling me he don't know why. The said maybe it just need reset. Well it wasn't the correct resent because I kept on and till this day it keeps popping up. My patients with them have become so frustrating. Now you won't believe this I went to on 3/14/2023 I went to Giant Eagle Grocery Store you know you have to use your won bags. Well I was truing to close the trunk and put my finger in the handle hole and I noticed that the trim front the handle was missing and how I noticed is because the handled was rough feeling not a comfort grip. When I looked up I shouted in the Giant Eagles parking lot are you F**ken kidding me. A week prior to that noticeable infraction of the Nissan I went to a scheduled appointment on March 6, 2023 I was scheduled for the repair of the quarter panel. The front desk guy kept telling me that he don't remember what I was there for and he couldn't remember. It was very early and I didn't bring my calendar with me and he said after having no knowledge of my appointment. I asked him did he write it or log it and he said no. Then I brought to his attention concerning my trunk area that I keep hearing squeaking sounds and a click sound when you go over a steep hill or an unleveled drive way or parking lot. Example my complex have one way in and one way out with and soon as tou turn left or right to go your direction you can hear the whole back end of my trunk making the noise. Also departing and entering in at the speedway on Sawmill and Dublin-Granville Rd. location you can hear it well. I told the body shop about it and all they can say is I don't hear anything then kept saying is probably rolling around. The 2019 Nissan Altima sounds like a 1998 rusted Dodge Durango when I turn the wheel or either side making noise. Then both of the guys said it's probably the spare tire knocking I became so furious in the inside while remaining calm as ever in my mind all I can do is say God here goes more stress that I have to handle and deal with. How frustrating is this for me a single black woman gave them the claim check and things are not right and they know it. I am so fed up with playing the games. Not to mention I was driving one day gong home and when I was parked to check my belonging to take in the house I said what in the world is this now? I was in disbelief to have noticed that my back seat had fell down when driving never noticed because my music was turned up I'm sure. When I reported it to the guy when I went back to the shop to show them he said oh they just didn't clamp the seat good there is nothing wrong with the back seats. In all my years of having my experience of driving since age 14 and my first owned car at age 19 have never heard any of my spare tire bouncing in the trunk while driving and even the 91/2 years of working at the two car auction never heard of or experienced the nonsense he spoke of. It's enough!! And I've had it up to here. I have photo's to show you all for proof and I am reaching out for help to help me get compensated or to help me get my car unit prepared properly and to be fair with the final solution. Thank you for your time help and concerns.

  Business response

  05/10/2023

  We will be reaching out to the customer in regards to this matter.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 1/31/22 I took our minivan to Fine Line on ****** ****. We got it back 3/5/22. There were a few items we noticed were not fixed properly and ***, the manager said they would take care of it, but he would need to order parts. On 3/6/22 we looked in the trunk of the van and noticed that the interior panel of the van had scratches and holes. It was messed up really bad. We contacted the main office and the body shop. *** said that one of his employees dropped something on the panel and that they had forgotten to tell us. I have called *** on and off throughout the months checking on things and *** always said he still cannot get the part he needs. I called *** 12/6/22 & 12/23/22 both times being told he was in and would call me back shortly. I have not received a call back. I also sent a note to the home office via their web site on 12/6/22 and have not been contacted by them. Most of the items below were reported within 48 hours of getting the van back: Grease on the carpet in the rear of the Van. A rear seat belt that is not attached. Over 9 months later, it is still not attached. A bent gas cap. The window trim is bent. The sliding door also does not line up properly when shut. The window for the driver side door makes a noise when it goes up and down. *** did say they took the door off to match up the paint. He said they would take a look at it and try to fix the noise. The major damage to the rear inside panel that they broke and did not tell us about. The newest problem found. An area they fixed that was not clipped back properly. I just noticed it does not match the other side of the van. With Fineline no longer responding to my calls and email to their main office, I am afraid they are no longer going to take responsibility for the damage they caused and the repairs they did not make properly. Taking Van to Dealer 12/28 hoping to get quote. If Fine line doesn't want to call me back or fix the van, they should pay for all repairs.

  Business response

  01/03/2023

  We will be reach out to the customer for the warranty

  Customer response

  01/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  I have a meeting with the company on Monday, 1/9/23.  I will not know if they are going to fix my issues until after that meeting.  I know they said something about checking the warranty, but this is not really a warranty issue.  It's stuff they said they would fix and haven't.  But we'll see Monday. 
  
  Regards,
  
  ***** *****

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hit a deer and took my car to Fine Line Autobody to get fixed. I picked up the car and brought it back the next day. I was not running right. They told me that there is nothing else they could do and for me to take it to the Jeep Dealer. I ended up taking it to a different body shop. They tore the car down and found a lot of work that Fine Line Auto Body had been paid for but they never did the work! They took the money and never did the work. They also charged my Insurance Company for parts that they never bought. They also painted right over damage! This is awful to do to the consumer.

  Business response

  01/03/2023

  I will be reaching out to customer to get her setup you to meet with warranty to look at vehicle.

• Initial Complaint

  11/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had accident 10-12-22 Took to fineline auto body They had my car until November. I was told by office lady my car would be ready 11-4-22. It was not. Car ready at 11-10-22 Soon as I left I noticed back left tire noise, airbag light, shaky when going over 60mph. I reached out to ********. He came the next day to my home to pick my car up. Said only 2 day repair. Didn’t hear anything all week. Then on Tuesday 11-15-22 I picked my car up. Still has airbag light on , still shaky , new check engine light on and left back tire still making noise amd now right back tire not keeping air. My insurance has paid for the repairs that are not done. I want these issues with my car fixed correctly.

  Business response

  01/06/2023

  We will be reaching out to customer to get them to bring in so we can look at vehicle.

  Customer response

  01/14/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: the office manager ****** stated the issues were fixed on Wednesday 1-11-22. This was thec5th attempt for the business to correctly fix my car. It’s clear they are unable to properly fix my car. I want my money back and for them to have my assessed by Nissan and fixed by Nissan as stated by ****** my car was suppose to go there this last time. They lied. My next step is obtaining legal counsel. 
  
  Regards,
  
  ***** *****

  Business response

  01/18/2023

  The regional manager has left messages for the customer to contact him to get this issue taken care of. 

*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. ↩