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

Status

Resolved

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

Have a complaint?

Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


More Like This

Oklahoma City company completes repairs to damaged car

Penalty Box, Resolved or Stalemate? Find out what happened in this Angie's List complaint resolution case against Legends Auto Collision of Oklahoma City.

Post New Comment

Deals

What is Angie's List?

Angie’s List is the trusted site where more than 3 million households go to get ratings and reviews on everything from home repair to health care. Stop guessing when it comes to hiring! Check Angie’s List to find out who does the best work in town.

Local Discounts

Daily deals up to 70% off popular home improvement projects from top-rated contractors on Angie’s List!