Just picked up car from body shop - Seriously P.O.'d

[Cheetah]

I was rear-ended at a stop light about 6 weeks ago so I shopped around for a week looking for the best place to fix my BMW. I found a place called Amato's and they are supposed to be the highest end place here in San Diego. When I went there I saw Lamborghini's, Ferraris, Maserati's etc. They repeatedly said during our conversation that "We have been in business for 26 years". I told them to not wash the car and they said "Don't worry. We have been in business for 26 years. We know how to wash cars". I told them again politely not to wash the car anyway.



I was worried that they wouldn't be able to match the red paint correctly but when I went in to pick it up today I was happy to see that the color was a perfect match and that they didn't wash the car. It looked great. No swirls even. However, then my wife noticed that there was now a 2 inch crack in my front bumper! Then I noticed that it looked like one of the trims on the rear bumper that they repaired wasn't the correct part. There's a noticeable gap between the left trim and the center trim. The part clearly doesn't fit!!!! :angry



I went back inside and told them that there was a problem and they just said ok, but first sign here and here and here. I said I'm not signing anything until you come outside and look at damage you inflicted on my car. She said "we've been in business for 26 years. I'm sure your car is fine". Then we went outside and I showed her the crack and the trim problem. She said "the trim we can fix but I think that scratch was there beforehand". I told them that it wasn't there and to show me the inspection sheet that they fill out with all the defects on the car before they start working. She said "everybody is gone so I can't get it." I said "yes, you can. I'm sure all of the paperwork is in an area that you have access to so can you please get it?" She said "No, nobody is here. I can't get the paperwork". Just as she says that a girl comes outside and she just so happened to have the inspection sheet with her! Of course there was no indication of the crack so she said "Ok, bring the car back in on Monday and we'll take care of it. We've been in business for 26 years so we'll make sure you're satisfied". I said "well it looks like 26 years isn't enough for you guys is it?".



So I didn't pay them the $500 deductible and now I have to bring the car back in on Monday. During the initial consultation for the damage I got from being rear-ended the guy said you need a brand new bumper because it's cracked. So I'm wondering what the guy will say about the front bumper. I doubt he will say I need a new front bumper because they will be paying for it. If I'm not happy with what he says then I won't pay them for the original 'work' they did.



I also expect them to pay for a rental car for me. Do you guys think that's reasonable?

Has anyone else had this kind of experience? What can I expect when I bring it back in?

 

[optimusp517]

never ran into this, but I think it's fair. xxxxxxxxxxxxxx I hate body shops no matter what, it'll never ben to the same as your liking, but of course we're detailers, we can pick anything to everything apart though





Post edited due to improper language.

 

[AuAltima3.5]

I always found bodyshops to be a crapshoot. We have went through several with little luck (well, some).



From what I pick up, they cracked your front bumber on their property? It happens. Just have them fix it - which is the hard part, and you seem to have got that done.



I would file a claim with the BBB if they don't shape up the second time. Atleast they didnt wash it and matched the paint. The trim things sounds almost normal for the places around here.



The rental is a negotiation, which in all likelyhood, you probably won't get. Post up with what happens

 

[clnfrk]

Personally, I think you are being a bit too harsh about the situation. As you mentioned, the paint matches correctly with no swirls to boot. Speaking from my own body shop experiences, just consider yourself extremely lucky in this regard. The trim piece is not that big of a deal and can be corrected very easily. As far as the crack on the front bumper, the second lady did say to bring the car back and the situation would be handled accordingly and I think the comment you made to her regarding the 26 years in business not being enough for them was way out of line. This particular person was very forthcoming in ensuring your satisfaction and should not have been subjected to your snide remarks.

 

[Cheetah]

Besides replacing it, is there a way to properly fix a cracked bumper?

 

[ufgtrs2007]

sorry to hear that man, but same thing just happened to me today.



I went to pick up my car.The front end was being repainted after the bodyshop failed to corrosion protect the painted areas in the first place. The paint was fine, but the left headlight was cracked and the bumper was not aligned with the hood. It looked like the headlight was hammered with a sledghammer.



The first response was, "this is an aftermarket bumper," when in fact the bumper and hood are OEM, but my front spoiler is aftermarket and taped on there and has nothing to do with the bumper mounting. Anyway, it was 5:30pm and mostly everyone left. We'll see Monday, but I'm sure they'll play the "it was already there card" when I talk to them on Monday, which is something I won't stand for!



I've never met an honest bodyshop! It's a shame people can be so low!

 

[ufgtrs2007]

Besides replacing it, is there a way to properly fix a cracked bumper?

I think they can use resin and bond the cracked portion together, but to look right, it takes a skilled bodyshop guy, and nobody at the bodyshop really cares about your car the way you do.



I would tell them to replace the bumper! And call your insurance company and complain about the work. They might have an agent go out to the bodyshop and look at the damage.

 

[Cheetah]

Personally, I think you are being a bit too harsh about the situation. As you mentioned, the paint matches correctly with no swirls to boot. Speaking from my own body shop experiences, just consider yourself extremely lucky in this regard. The trim piece is not that big of a deal and can be corrected very easily. As far as the crack on the front bumper, the second lady did say to bring the car back and the situation would be handled accordingly and I think the comment you made to her regarding the 26 years in business not being enough for them was way out of line. This particular person was very forthcoming in ensuring your satisfaction and should not have been subjected to your snide remarks.

You make a good point. When I made the '26 year comment' I said it with a smile and the whole time I was friendly and courteous with the lady. I said thank you many times. I know it's not her fault.

However, she said she couldn't get the paperwork when obviously she could have because the other girl came out with it. And, they damaged my car and didn't even try to touch it up or hide it. And, theres a very small scuff above the rear bumper that the guy who did the initial consultation said would be touched up or buffed out. They didn't do that either. And, they didn't properly fix the rear bumper. They used the wrong part. If I pay $1569 dollars for a new bumper at a place that only does high end cars and has been in business 'for 26 years' I expect them to at least use the right parts.

 

[Cheetah]

here are pics of the trim. the gap is about a half an inch.

The first pic is the right trim. The 2nd is the left. Definitely not acceptable and it looks worse in person. Also, there are a couple of very small scratches on the trim. For $1569 I expect no scratches from a new part.

 

[IBStoney1]

Cheetah - Do you or the insurance company have before pictures that you can use to prove the point? Your agent may have digital pictures that will CYA.

I probably take 30 quick digital shots before starting work on the car and if the owner is present I get them to poise with the car and have them point out know areas of bird poop or a scrape. I also take a bunch when returning their car, get their home address and mail them a CD of the process and then file my shots away in their main file.

Al

 

[Cheetah]

Cheetah - Do you or the insurance company have before pictures that you can use to prove the point? Your agent may have digital pictures that will CYA.

I probably take 30 quick digital shots before starting work on the car and if the owner is present I get them to poise with the car and have them point out know areas of bird poop or a scrape. I also take a bunch when returning their car, get their home address and mail them a CD of the process and then file my shots away in their main file.

Al

Unfortunately I don't have good before pics of the front bumper. I'll just bring it in on Monday and if they don't agree to fix then they are going to have to take me to court to get the money. Maybe I'll be calm before Monday.

 

[velobard]

Ditto on what everyone else is saying about filing with your insurance if they give you any guff about fixing it right. You can always tell them you'll file with your insurance, take it somewhere else to be fixed, then have the insurance company go after them for the money. Of course you'd hold them liable for your deductible as well, in small claims if needed and should would be an open and shut case. Get a copy of that paper from the body shop from when you inspected the car.

 

[Cheetah]

Ditto on what everyone else is saying about filing with your insurance if they give you any guff about fixing it right. You can always tell them you'll file with your insurance, take it somewhere else to be fixed, then have the insurance company go after them for the money. Of course you'd hold them liable for your deductible as well, in small claims if needed and should would be an open and shut case. Get a copy of that paper from the body shop from when you inspected the car.

That's good advice. Thanks. I will do exactly that. I didn't pay the deductible yet so at least I have that.



Thanks everyone for letting me rant and vent.

 

[David Fermani]

Besides replacing it, is there a way to properly fix a cracked bumper?

Absolutely, depending on the severity and area of damage. Alot of times, the repaired area will be stonger that the rest of the panel. Make sure you get a written guarantee from the shop that the repair to the bumper is guaranteed for the life of the vehicle; so if it starts to crack down the road, they'll stand behind it. You're wasting your time(and your insurance companies) to get them involved with this matter. If you picked the shop, it's your loss, not their's. Unless it's one of their approved (DRP) shops. You can ask your insurance company to forward all the pictures they took of your vehicle. blow them up and see if the crack was there when they inspected it.

 

[Cheetah]

Absolutely, depending on the severity and area of damage. Alot of times, the repaired area will be stonger that the rest of the panel. Make sure you get a written guarantee from the shop that the repair to the bumper is guaranteed for the life of the vehicle; so if it starts to crack down the road, they'll stand behind it. You're wasting your time(and your insurance companies) to get them involved with this matter. If you picked the shop, it's your loss, not their's. Unless it's one of their approved (DRP) shops. You can ask your insurance company to forward all the pictures they took of your vehicle. blow them up and see if the crack was there when they inspected it.

I did get a lifetime warranty for the rear bumper so that's good.



Do insurance companies take pictures of every area of a car when they do assesments?

 

[David Fermani]

Do insurance companies take pictures of every area of a car when they do assesments?

Yes. My company requires me to take 4 corner pictures + document and photo any unrelated prior damage on each vehicle. It helps in these types of situations.

 

[Cheetah]

I see. Ok, I'll call my insurance company and find out. I'll post an update on Monday in case anyone is interested in what happens.

 

[velobard]

You're wasting your time(and your insurance companies) to get them involved with this matter. If you picked the shop, it's your loss, not their's. Unless it's one of their approved (DRP) shops. You can ask your insurance company to forward all the pictures they took of your vehicle. blow them up and see if the crack was there when they inspected it.

I understand this, I should clarify that I look at the threat of involving your insurnace company a leverage if you need it to get the body shop in a more cooperative mood. If it got really nasty, you could just take care of the whole thing through small claims rather than even tell your insurance company.



I do have to wonder, though, how the insurance company could say it's his fault because he picked the shop, I'm afraid that doesn't quite make sense to me. It should still have coverage against damage even if it's parked somewhere I selected or driven by someone I gave permission to drive it. That said, the shop SHOULD take care of this whole thing without the insurance company being mentioned at all.

 

[Cheetah]

When I talk to them on Monday I will show them the problems and ask them what they intend to do about it. If I don't like what they say then I will tell them that I'm calling my insurance co. and that I won't be paying the $500 and then I will leave.

I can almost understand them dropping some kind of machine on my front bumper and then not saying anything hoping that I wouldn't notice because it's near the license plate in a not-so-obvious area. But what I don't appreciate is leaving the bumper that way. It's so obviously not right to anyone that casually looks at my car.

 

[David Fermani]

I understand this, I should clarify that I look at the threat of involving your insurnace company a leverage if you need it to get the body shop in a more cooperative mood. If it got really nasty, you could just take care of the whole thing through small claims rather than even tell your insurance company.



I do have to wonder, though, how the insurance company could say it's his fault because he picked the shop, I'm afraid that doesn't quite make sense to me. It should still have coverage against damage even if it's parked somewhere I selected or driven by someone I gave permission to drive it. That said, the shop SHOULD take care of this whole thing without the insurance company being mentioned at all.

We (as an insurance company) tell people that if they choose to take their vehicle to a shop outside of our network, any workmanship issues or delays fall onto their responsibilty, not ours. If problems occur when they take it to one of our recommended shops, we manage and directly handle any and all complaints.



I'm not saying that this unrelated damage won't be covered under their policy, but it will definately be a separate, new and different claim then the original with another deductible.



Another example would be if the car rental time allowed to repair the owner's vehicle was say 4 days and the owner's shop of choice took 9 days to complete it(because they are too busy or work too slow). The owner would only have rental coverage for 4 days and they would have to pay the difference (5 days). If the repair was done at one of the DRP shops, there wouldn't be an additional charge. We stand behind the owner in this case and make sure they are protected. We make sure our DRP shops are reputable and that they do the right things so problems don't occur. But, if they do, their taken take of without question.