ComplaintsforCourtesy Automotive Center

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vehicle was involved in a side swipe incident on January 24th , vehicle went to dealership on March 1st for repairs which took place in the following 2 weeks. Vehicle was picked up under duress due to damages, poor craftsmanship from the repair facility ( Broken rocker panel installed, overspray on weatherstripping and glas, poor paint matching, -masking and a unrepaired dent to name a few Vehicle was dropped of again to remedy outstanding issue but these were never taken care of. We have been given the run around ever since than. We obtained an estimate to correct all damages caused by this repair facility totaling over $12000 for an initial repair of over $10000.Peeling paint on the rear bumper is reason that the owner accuses us of tempering with it . Bodyshop was advised not to interact with us .The owner told us flat out that they wont take care of us and complete the repairs to our satisfaction and return the vehicle into pre accident condition leaving us with subpar repairs and a $12000 estimate to remedy their poor craftsmanship

  Business response

  07/02/2024

  Thank you for this inquiry, **************** contacted me personally as he was concerned about the paint match on the areas where the vehicle was painted. we spent almost an hour to walk around the vehicle and look at the areas where it was painted vs. where it was not. It was finally determined that depending on which angle you look at these ares they look differently depending on the angle you are looking at regardless of the new or old paint. The color of this vehicle is ********************* Metallic. We even looked at the areas where the vehicle was not painted where the plastic bumper sits against the metal fender and depending on the angles it changes the shade. **************** ultimately said he was satisfied with the explanation and may want to trade the vehicle in for new. I assured him that I would make sure they get a good deal if he and his wife choose to do so. I asked them to let me know when they are ready so and I would get personally involved. After meeting with them twice and finding an ideal vehicle and presenting them with different deal structures, they decided they wanted to hang on to their vehicle but there was a defect in the paint. I reemphasized to them that we guarantee our work against material defect and workmanship and to bring it in so we can inspect. During this time I was traveling out of the country on business so they sent a photo to our bodyshop staff. Upon my return I was sent the photo of the affected area which clearly shows there are wrinkles in the paint as it was pulled away from the plastic bumper between the plastic bumper and the metal quarter panel. This appears to have been damaged by outside influence and is not a quality issue. When I tried to explain this on the phone to them **************** he got extremely angry and hung up on me after I offered to bring the vehicle back in for a physical inspection together. He wanted an answer at that time and indicated it would be a waist of his time. ***************** called me after a few minutes had past and made an appointment to come in today so we can look at the wrinkled damaged paint together. Once they arrived I inspected the area with ***************** and explained and showed to her the area was damaged and there was no defect in the paint and there was no way **************** would take the vehicle in that condition as he is very attention to detail individual nor would we deliver the vehicle in that condition. **************** got angry again and they left. I can not make comments about the $10k job vs. $12k as he was complaining that their insurance settled with the other insurance company and there were exchange of over $4k between the two insurance companies. I explained that the letter is between the two insurance companies and has nothing to do with our establishment. In summary, we performed the body and paint repair as per the manufacturers specs as we are a ****** Certified Collision Repair Center. I personally did a walk around with the client when he complained about the paint matching. He was ultimately satisfied with the work when he took his vehicle home. The damaged area is very visible and we spent good quality time walking around it and would have seen it. It is not unusual for other damages to occur when you drive a vehicle for a few weeks. Please let me know if I can provide any other information. I have attached the photo of the damaged area for your review. 

   

  Customer response

  07/03/2024

  I am rejecting this response because: The facts have not been provided.

  Lets get back to the facts:

  The vehicle was involved in a side swipe accident on January 24, 2024 with visible damage to the driver door and the driver side rear passenger door.

  We consulted with Pajouh Automotive/Collision Center for a repair estimate which we received 2/6/24  for $2638.78 the vehicle went into repair on 3/1/24 for approximately 4 weeks.

  During the pick up the vehicle April1, 2024 our invoice paperwork now states that the total is $10,391.95. At the pick up inspection of the vehicle we noticed a slue of issues with the repairs from the collision center and even more at home upon further inspection. The body shop manager acknowledged our concerns and informed us that they would be taken care of.

  The paint match on front bumper was unacceptable.

  There were scratches on inner fender from battery disconnect 

  missing panel clip on belt molding

  Scuffs on driver side B-pillar

  extremely thick paint on door edges (visible )

  Dent still visible on driverside rear door

  Overspray on weatherstripping and window driverside rear door

  wireboot not installed

  rockermolding cracked

  paint match on rear bumper not acceptable 

  trunk protector applique air pockets under adhesive 

  tape lines on rear bumper, neither straight nor smooth(sharp edges)

  bumper underside partially painted(not fully covered)

  We returned the vehicle on April 17, 2024 to have all remaining issues addressed. Approximately two weeks later we were told our vehicle was ready for pick up and that all issues were fixed and that quality control released the vehicle. Upon our pick up inspection we discovered that not all of the issues were addressed including hail damage on the roof and the trunk lid. We asked to speak with the body shop manager. Reluctantly he agreed to speak with us. He informed that us that he, "Will not touch this car and that we are more than welcome to call our insurance company and take the car elsewhere." At this time we asked to speak with the owner of the dealership. He stated that he will not call him and that he is also unavailable.  At this time we left the premises. A couple of days later we were in contact with the owner. An appointment was set up to look over the vehicle. While doing so the owner acknowledged and agreed with the issues but stated that the work performed by his collision center, " was the best that they were capable of." At this time we suggested bringing the vehicle to another body shop at the expense of the collision center. We were told that we would not be satisfied with someone else's  work and convinced to remain with them. At this time our conversation shifted towards a trade in or a repair within his collision center. The owner stated he would give us a great deal should we choose the trade in option. June 7, 2024 we met with the owner in his sales office to go over his "great deal". By the end of the discussion we left feeling that the "great deal" was in his favor but not necessarily ours. Two days later, June 9, 2024  we sent an email stating that what we truly want and would be the happiest with is to please have the car repaired. On June 28, 2024 the owner finally returned a call. It was stated that they are willing to look at one of the isssues(peeling bumper paint) and that they would be happy to repair that at our expense. All the while accusing us to have tampered with said paint. This is when the conversation got heated. After a cool down another call was made and an in person meeting was set up for July 2,2024. Meanwhile we obtained an estimate from another body shop to get an idea of what these issues would cost to have repaired. The total from the estimate came to $12,432.95. Once again the owner made the implication that we purposely tampered with paint. It was then that we knew the conversation was going nowhere. We said thank you for your time and left the premises. So now here we are left with a vehicle that has additional damages withe no solution on where to go from here. This facility was purposely chosen to repair the vehicle to pre incident condition because the general understanding of repair is to bring the vehicle back to pre incident conditions.

  How is it that the initial repair estimate of $2638.78 turns into a $10391.95 repair bill which leaves us with a $12432.95 of damages.

   

   

   

   

   

   

  
  

  Business response

  07/08/2024

  I personally met with the client to look at the paint match as that was his only compliant in the end. We spent at least an hour and compared the paint finish by our collision center to that of the factory finish and the client did not disagree. This repair was covered by the insurance company and was paid for by them and it was all reviewed and accounted for by the insurance company. The client wanted to look at the option to trade their vehicle in and we told him from the beginning that we would offer the new vehicle at our invoice cost and later he decided that is not good enough. Getting back to the wrinkled paint, it is caused by outside influence and is not a paint defect. 

  Customer response

  07/09/2024

  I am rejecting this response because:

  We would never  accept paint issues and all the other issues caused by this Bodyshop ?

  The reason for a potential trade in to replace the car with exactly the same  was only explored by us since we weren't satisfied with the repair results.

  we've been constantly accused to have tampered with the bumper paint issue, when would do that to a vehicle with multiple  other issues caused by the Bodyshop

  How can we explain the poor paint match, wire boot not installed, lack of paint on underside of bumper, missing(partly installed) body clip, poor masking job on bumper?

  we had multiple acknowledgments from the owner that this repair job is subpar, poor , lack of quality but still refusing to make it right.

   

  his website states : Pajouh nAutomotive Collision Center backs all repair work with w written, Lifetime Warranty.Any defects in workmanship will be corrected free of charge,  forever.

  this is false advertisement and misleading since his bodyshop and the owner himself refuse to adress issues resulting from poor workmanship

   

   

   

  
  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new 2023 **C ****** **** AT4X, I told them I did not want to purchase anything extra, no warranties, no gap, definitely not a theft recovery system from Starguard when it already comes with OnStar 3 years for free. No one asked me if I wanted Starguard, they just added it in hoping I wouldn't notice. I only noticed when I realized the $2500 down payment wasn't adding up to the amount I still owed. I called ** Financial who I financed it through and they told me that they added it on there and that it cost $1000. I was livid. I have called and asked to speak to the *** the finance guy and neither of them will call me back. I spoke with a sales manager 2 days ago who said he would speak with the ** and get back to me. I have heard nothing. These con artists need to refund me the money for that. I called the starguard company and deactivated it but they said I have to get the money back from the dealership. I need your help. I've also contacted the ** customer support ********************** as well. I don't know what else to do.

  Business response

  08/14/2023

  The client contacted us via telephone inquiring about the availability and pricing to see if we are adding additional premium due to the scarcity of this particular model. The client advisor informed them that we did not add additional mark ******* up but it is equipped with Stargard theft detection device as an accessory which was installed when it arrived before being offered for sale and it costs $995.00. They agreed to the terms of the sale and were offered protection packages such as extended warranty and pre paid maintenance which they turned down hence were not included in the sale. Then they requested for the truck to be delivered to their Boat at Shasta lake which we did at no extra cost. To recap, the Stargard is an accessory which was installed when the ******* arrived prior to the client's call and it was fully disclosed prior to the consumption of the sale. 

  Customer response

  08/15/2023

  I am rejecting this response because: why would a vehicle that already has OnStar theft recovery system from the factory, like every new GMC already comes with,  have an additional theft recovery system added to it then add another cost to the buyer after the fact and take it out of their down payment. This does not make any sense. This is a way for the sellers to pad their pockets, way overcharge for the unnecessary product that they probably pay 1/8 of the money they charge the customer and keep the rest for themselves. These people are scammers and need to be labeled just that. I want the money back. I will bring the vehicle back, they can remove their BS Starguard product and give me the money back. That is the only resolution. 
  

  Business response

  08/15/2023

  This accessory is different than OnStar system and was installed prior to the client's inquiry on availability and price and was fully disclosed prior to their buying decision. 

  Customer response

  08/15/2023

  I am rejecting this response because:

  If it was already installed, the sticker price of the vehicle should have included it. The shady people that they are said they're in a hurry to make it to their wife's surprise 40th bday party so my wife and I signed the 40+ ish papers without noticing they slipped in the one about starguard. That's why they're saying we agreed to it. They are full of it. Scammers. 

  
  

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** **** normally comes to my home to pick up my vehicle and leaves me a loaner car. In May, while it was raining, I was backing up my driveway and I hit a tree; I broke the tail light and dented the bumper. I made a claim on my insurance and they denied it. In July I had brought my vehicle to Chicos Courtesy Automotive Center to replace my tires. After which the dealership informed me they are now holding my personal ******** **** to which I have paid all services and fees, owe nothing for my personal vehicle and purchased this vehicle at a different dealership. The estimate quotes ****** and the damages are not exclusive to the damages occurred by myself. They are trying to strong arm me into paying ******** **** so they can make a profit as well as avoiding making a claim on their insurance. I have tried speaking to the service manager but he is very hostile and uncooperative. I have requested the contract I signed, pictures, estimate and vehicles insurance. It took a week to get the pictures. And I recently received the estimate. On the estimate it has front end and interior charges. I backed into a tree and damages the left side of the backend only. This goes against ******** **** policies as well as the state of ********************* laws.

  Business response

  08/01/2023

  The damaged vehicle ********************** is referencing belongs to Courtesy Automotive and is provided to its clients as a loaner vehicle. It was returned to the dealership with damage upon checking in back in the month of May. We tried to contact them and did not receive a response until the middle of July. This vehicle sat idle for over two months until we heard from the client when their vehicle needed work. She contacted her insurance company and provided a claim number but when our Collision Center contacted the insurance company they were told the client does not have Rental/Loaner coverage. We don't know why the insurance company would provide a claim number knowing the facts and the insured policy to later deny the claims. We contacted her in that regard so she is aware of her responsibility. She has since called multiple MBZ Dealer to find out about the loaner vehicle policy including MBZ *** and has been told the same that it is the driver's responsibility to have the proper coverage. The cost estimate to repair the vehicle is just under $13,000 and we have provided the paperwork she has requested including a copy of the estimate but have not heard as to how she is going to take care of this repair. On another note, the idle loaner vehicle is costing us $80/day for loss of use and inventory carrying cost. To date it has accumulated to be over $6,000.00 and increasing. We would like to receive a plan from ********************** as to when we should expect payment. We do accept CC for the damages. Thank you. 

  Customer response

  08/08/2023

  I am rejecting this response because:

  response to 20404462-C4D6F
  
  I brought my car back to Courtesy Automotive Center in July 5th, the beginning of July. Before bringing it in, I had been waiting for someone to call me about the appropriate policy regarding damages to a loaner vehicle.. while Courtesy Automotive Center was driving my personal vehicle they ran over a nail. Instead of patching the tire or repairing it, they didnt even inform me. Once I noticed the issue and called the service manager, he informed me my vehicle was my liability. I was a little confused since his driver was the one who ran over a nail, the manager then yelled the same response and hung up on me. I assumed their vehicle was their liability and would be claiming the damages on their insurance. Thats why I waited to make a claim. I had never damaged someone elses vehicle and it being a dealerships vehicle I did not know the appropriate procedure.
  Every single ******** **** certified dealership I spoke to was shocked and appalled that my tire was not patched or fixed before bringing it back to me. Every single person I spoke to at various dealerships informed me this is against policy and the core values of *************. However every dealership is independently owned and operated so they could only offer me information on policy and precedent as well as sympathy to my situation.
  After about a week and a half of not hearing from anyone after the damages, I called them to ask. I made an insurance claim and called them back  two days later to give them the claim number. My insurance company was closed after I finally talked to someone at Courtesy Automotive. At the time I did not know my insurance only covered vehicles listed on my policy until days after the claim was denied. I have full coverage insurance and pay way more for this policy than my previous policy which included any vehicle I drove. My husband tried to set up a payment plan because we do not have $12,000 just laying around. He was laughed at.
  If Courtesy Automotive Center would have done their due diligence before bringing a loaner vehicle to my home, we would not be in this situation. I did not pick this up at their place of business. Any and every time Ive needed my car serviced or checked out I make an appointment for them to drive to my home, in a different county, pick up my vehicle and leave a loaner vehicle in return. There was no if damages occur I give you my permission to hold my personal vehicle clause. I asked for the documents I have signed pertaining to the loaner vehicle but never received any. I also keep all documents, bills, receipts, etc so I knew there was no basis to hold my personal vehicle.
  So the fact remains holding my vehicle hostage is a felony conversion of property. A vehicle is the most difficult item to take from a person. My 4 year old son had to miss school and missed appointments. He suffers from a respiratory illness that requires frequent doctor visits. He had an episode July 28 and 29th and we had no way to get to the emergency room. We have no family in the area and service at our home is not the best so I could not even call for help.
  Courtesy Automotive Center was paid for the tires July 7th since they had to be ordered. My husband and I both had issues with our phones that weekend. My phone was lost and took my weeks to get back into my Apple ID. His android was damaged and it took a few days to get his information back. As soon as we had a working phone I called Courtesy to update them and ask about my vehicle. They had not put the tires on since I had not paid for the labor yet. So I paid for the labor and on July 19th I received a text message from ***** that they were still doing my tires, they would wash my vehicle and return it to me. July 21st we were notified my vehicle was being held by *********************** for over $12,000 for damages to a loaner. Also on July 21st ***** text messaged me informing me the work was completed and the rest of the bill. My debit card was locked due to fraud and when I called the next day, Saturday July 22nd, the dealership could not accept payment because the service department was closed. I finished the bill first thing Monday the 24th.
  The estimate submitted to me includes damages I did not do to the loaner vehicle. I broke the tail light and dented the bumper. They changed out the interior vanity visors and had work done to the front end of the vehicle. In the pictures this vehicle is also pretty muddy when it was completely cleaned interior and exterior prior to pick up. The driver actually waited for my husband to finish cleaning the vehicle before it was taken on May 31st. I have evidence of this from my security cameras. I also asked for a second opinion on the damages which has not been provided. It took over a week to send pictures and about two weeks for the estimate to come in from someone other than the service manager.
  August 4th I called the *********************** who then called Courtesy Automotive Center a total of four times that day. The first time the officer called me I was unavailable. He continued to call Courtesy and he was lied to as they stated I did not pay my bill until earlier that same day. When I was able to speak with the officer I corrected the timeline of events, stating I had any and all documents to prove I was telling the truth  He wanted to speak with *********************** but **** avoided speaking to the officer on all occasions When I spoke to the officer after he spoke with Courtesy the third time, I was able to go and get my vehicle. We do not live in Chico so I called *****, a supervisor under ****, to make sure. But he told me no I could not come and get my vehicle then proceeded to transfer the phone to ***********************, who hung up on me before speaking one word. I did not know that **** was in fact at work until I was transferred to speak with him directly. ***** did attempt to call me back during which I was speaking to the officer so I did not answer. He text messaged me that my car was not available to be picked up until Monday. I asked why and received no response. The officer called once again to ask why I am still being denied access to my personal vehicle. They stated they had removed my tire in an attempt to keep me from retrieving my vehicle and there was no one still at work to fix it at 5 pm. I guess **** and ***** do not know how to put a tire on a vehicle. The officer was already off duty and I did not want to continue asking him to work on his off time so I agreed to Monday.
  I have documentation of every phone call, text message and bank account transaction. The lies *********************** continue to repeat are easily proven false with the records of interaction. His blatant disregard for his customers well being is disgusting as well as his abuse of power and attempting to manipulate the justice system. The precedent for dealership loaner vehicle damages is the owner (dealership) makes a claim with their insurance when the driver is underinsured. Furthermore, *********************** attempted to exaggerate my estimate to make a profit and hold my $70,000 vehicle to put a lien on it and sell it.

  From: ******************************* <**********************>
  Date: Tue, Aug 8, 2023 at 2:01 AM
  

  Business response

  08/08/2023

  The clients picked up their vehicle after paying for services that was performed. Their CC had rejected the charges after several attempts. We still have an unresolved issue of damages to the Loaner vehicle. I would like to know how they are planning on paying for the repairs. The client hasn't made one attempt to resolve this situation.

  Customer response

  08/22/2023

  I am rejecting this response because: 

  On Friday, July 21st, Courtesy Automotive Repair attempted to run my car. However there was a security hold due to fraudulent charges. The employee trying to charge my card bill center told me it has to be a security issue, if there were insufficient funds it would have said so.
  

  The following day, Saturday, July 22nd, I called the company to pay my bill. But the service center is not open on Saturdays so I had to wait until Monday. I sent ***** a text message with my information that morning and he ran it whenever he found time to do so. My bank statement shows services were paid for July 5 (tires) and July 24 (labor). And just so all the information is available Courtesy had to pay for unauthorized maintenance on my vehicle.
  

  
  

  I am STILL waiting for that second opinion.

  What exactly was wrong with your cars vanity mirrors and the front end? How did the outside get so dirty? What happened to the fuel door? In the picture there is not any damage to the side nor the fuel door.

  
  

  The driver retrieving your loaner waited for my husband to finish cleaning your vehicle.  I have pictures of the damages which clearly shows the back left tail light broken as well as the bumper dented. The siding of your vehicle was not damaged. Nor was the front. The inside was detailed and the outside was hand washed.  I also have video from my security system from the day the driver retrieved your loaner.

  
  

  Maybe I have not spoken with you directly, *****. But we have spoken with the owner (******), service manager (***********************), service center employee (*****), administrator assistant (*******), and valet & guest relations (******). My husband and I have called, emailed, and text messaged Courtesy Automotive Center many times.. I have all the documents to show each and every time I have contacted them.  
  

  Unknown to us at the time, the fact remains I was underinsured at the time. When my husband called the owner about this issue and told him we dont have $13,000 just laying around. But we would make payments and he was LAUGHED AT BY THE ****** When I called *********************** to speak about it, he YELLED AND HUNG UP ON ME.

  Why is Courtesy Automotive Center
  

  Mrefusing to make a claim on their insurance?
  

  If you give me your insurance information, I dont mind calling and asking what the proper procedure, policy, and/or precedent in this matter. I want to make sure we are handling this situation in the correct manner.  I really do want to speak with your insurance provider to ensure that as well, *****.
  

  What does Courtesy Automotive Center plan to do about the fact you guys illegally held my personal vehicle to attempt to leverage it and make us pay $13,000 for a dented bumper and broken tail light???
  

  
  

  I was backing up my driveway, I was not going fast at all. Ive talked to other certified dealerships and they are absolutely flabbergasted at the estimate. I even called a mechanic in town that has fixed my vehicle for his opinion. He was literally speechless.
  

  The manor your company handled this entire situation is highly unprofessional, illegal, and down right disgusting.
  

  
  

  We have a four year old that was stranded at home with me. He couldnt go to his preschool. He could not attend important doctors visits. And I had no way of getting him to the emergency room the following weekend when HE COULD NOT BREATHE. We do not have family in the area and where we live the service is not reliable. My husband was out of town working so we were stranded and home alone due to Courtesys actions.

  A ************ detective had to call your company four times Friday, August 4th, t  get my vehicle returned to me. He kept getting conflicting information from the various staff members he spoke with. I had missed his first call. However oncology  I told him I have proof of the events that had transpired, he called to tell your company to return my vehicle. We live out of town so I called *****, whom I normally speak to in regardless to my vehicle. He told me I couldnt come get it.. he wasnt sure, he didnt know, etc and transferred me to ***********************. Then I was hung up on without a word. Also the detective had originally ask for **** but the office was told he was not at the office.
  

  
  

  I was unable to pick it up until August 7th, Monday. My tire was removed to ensure I did not retrieve my personal property. And I guess neither the person on the phone, ****, nor ***** knows how to put a tire on a vehicle because they were both there but stated they did not have any employee and work that could put the tire back on.. In the service center.
  

  
  

  In conclusion, I want a second opinion of damages. When your loaner left my home there was absolutely no mud on it. The inside was immaculate, in better condition than when it was dropped off actually. On the paperwork my husband wrote that I did in fact break the tail light (not even completely) and dented the bumper, directly below the tail light. So how did your loaner get covered in mud,  whyd  the vanity mirrors need to be changed and, changed out an undamaged fuel door and damages the front end?
  

  
  

  What  is Courtesy Automotive Center going to do about the illegal theft by conversion of property??

  *******************************
  

  
  

  
  

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Service has failed to produce a written estimate for the repair work on my truck

  Business response

  10/05/2022

  Customer was sent estimate accordingly. Vehicle was completed and customer has picked it up.

  Customer response

  10/05/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

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