Concord auto body shop resolves issue with unhappy customer

Concord auto body shop resolves issue with unhappy customer

Member complaint

I hired Hendrick Collision Center of Concord, N.C., to repaint the rear driver’s side quarter panel and the hood of my car. Prior to dropping the vehicle off, I covered everything with drop cloths, including the seats, and sealed off the speakers and door panels and stereo system to protect the interior. There was no reason for them to even touch most of the interior because it was just a paint job to a small area.

They called me on Friday to tell me my car was ready. I stopped by on Saturday and discovered that all of the protective covering had been removed from the interior and it was covered in dirt and grime. The manager wasn’t in, but I made it perfectly clear how angry I was. I went back on Monday, and lo and behold, my vehicle was detailed inside and out.

After a couple of days, I looked at the pinstripe that had to be replaced and it was piecemealed together. Also, there was damage to the tint on the rear window that needed to be removed for the paint job. I discussed how disappointed I was, and they agreed to repair the window tint and then took the vehicle back to redo the pinstripe. The pinstripe wasn’t a very good job the second time either. It bubbled up where all of the glue wasn’t removed underneath and it was just slapped on hastily. I want a $240 refund.

Elizabeth Phillippus, Concord

Provider Response

We understand how stressful accidents can be. We strive to not only meet, but also exceed the customer’s expectations when it comes to repairing a vehicle. It seems as though we may have added to this customer’s stress when indeed we thought we were helping to alleviate some stress.

The customer returned two weeks after the repairs were finished to say that the window tint was scratched and the pinstripe was not to their standard. To help alleviate some of the stress we caused from the mishap with the interior covering, we took care of the tint and pinstripe. As a onetime, goodwill gesture, we will provide the customer with a refund of $240 for their time and expense.

Chris Baucom, collision center cirector



Editor’s note: The member says Hendrick refunded $150 and performed a few other repairs.

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