Here are emails:
11-18
My name is Rev. Terry C and I appear to have a grave problem that I must share with you in the hope that you will be able to quickly resolve this situation.
Timeline of events:
I am the owner of a 1998 Lincoln Navigator that needed to be painted due to deteriorated condition of the clear coat, as it had begun to appear as very distinctive series of cracked raised blisters, very evident on the front hood and basically could be seen with the naked eye throughout.
I proceeded to get written estimates for repair from a number of shops, of which your Vallejo shop was one.
There I met a young man who identified himself as the regional Manager assigned to this shop to help get it in order, his name being Gilberto Cortez.
He appeared to be a very knowledgeable employee and after surveying my SuV, he stated that the paint was deteriorated to the point that in order to correct the paint's condition it would be necessary to strip the paint to the bare metal and start from the bottom up with a fresh paint job.
After discussing the possible choices, we agreed upon a modified version of your the Pro3 plan that would include additional elements consisting of additional prep time, sanding to the bare metal, and a final clear coat.
I asked for a written estimate of which he said? Don't worry I'll remember you', [we both drive Navigators] at this time he wrote out the total price of $655.86 on a company card that he signed and handed to me.
I thanked him. I explained that I would be prepared to drop off the SuV that following Monday because he said that it would be in the shop 2 - 3 days.
I went to the shop that following Monday only to find that he would be at the S.F... Office for a couple of days, I showed the card to a person identifying himself as the shop manager and said that he would prefer that I deal with Gilbert. I said no problem and would call back on Wednesday.
I did and he was still at the S.F. Shop, that I should come in on Monday, he would defining be there. I took that morning off from work to be able to drop of the SuV then.
When I got there I was told that Gilbert was still in S.F., that he would be there tomorrow... I came in after work the next day and was told that Gilbert was still in S.F. And that they didn't know when he would return.
I asked for his number in S.F... I was given the wrong E.S. Shop number. The manager there gave me the Number to the other shop where Gilbert was. I made contact him by phone and Identified myself and he recognized who he was talking to... I explained that the shop manager in Vallejo was uncomfortable dealing with me because he was the one that had helped before.
He told me that he wasn't sure when he would return to the Vallejo shop, that he would take care of me, that the price made was no problem and that it was okay to drop off the SuV at his S.F. Shop... He said that the body man there was really better than the one at the Vallejo shop, and that when he finished with it... I would be even more pleased coming there.
I said Great, but that would be a problem that I was not prepared to leave my SuV there and that I would need to set up a ride to and from his shop in S.F... He said that I could drop it off any Saturday before 12 noon and that it would only take 2 or 3 days to finish the job. I said thanks that was great.
Of course I called to check that he would be there before I came to drop it off this time. I finally was able to drop of the SuV on Saturday the 11th of this month.
I met With Gilbert He rechecked the vehicle and said that we should go inside., there he preceded to explain to me that he wouldn't be able to give me the deal he wrote down because things were different in S.F... That he had written my quote by hand and that their billing system was now computerized and he could not override the prices shown there.
After discussing the situation in detail He suggested that he could give me a better deal on the pro3 by giving me a free final clear coat and special attention to detail, he also said that there would be a extra $300 - $400 in sanding and striping that he could not do anything about because of the computer and that I would be very pleased, that I could bring the SuV in at any time for touch ups, that he would personally take care of me.
After some deliberation I said okay. I was sick and tried of running back and forth... I reasoned that it would be worth it in the end. At this point he began completing and printed out the Invoice for me to see. This invoice provided the actual cost including the taxes; it was at this time I inquired about the down payment.
I was told that in order for me to get this great deal that I had to pay in Full up front. I advised him that I had never heard of should a thing... Paying in full before the job was done. I explained that he would have possession of my vehicle and that should be enough.
He told me that this was not an unreasonable request stating that it was new company policy to do this for all. He proceeded to show my other invoice that appeared to have been paid for. He said that business was good and other people and companies didn't mind the change.
I asked him how many people carry that much cash around and he said many people do. I delayed for a moment as I felt that I was being taken advantage of, but in the end I gave Him $1100.00 in cash, the total at this point was $1086.53. He said that he would finalize the contract and would need to retrieve the change from the floor safe.
He opened the safe but didn't have the correct change and said that he would get it... Something happened and when he returned I asked if he would arrange a ride for me to the Bart station. It was at this time that he said that he could drop me off personally... But that he would use my vehicular... I told him that my insurance wouldn't cover him. He told me to relax, that he ran body shop and if anything happened during this short trip. That he would take care of it.
So I let him... I drove to the downtown point and turned the SuV over to him to drive back to the shop. During our brief ride he told me that it was going to take a little longer to get the job done... That by the following Saturday I could pick it up. I agreed, after this I began my journey on mass transient to Vallejo.
This Saturday November 18th I arrived at the S.F. Shop a 10am, I discovered my Navigator in the paint shop with masking tape all over it. I went inside the office and spoke to Gilbert about when it would be ready... He said it is... I told him that It didn't look that way to me.
He looked at it and advised me to go have some food or something that it would be about 11:30 before it would be ready.
I left had breakfast, walked around downtown and dropped the car that I was driving at the PacBell parking lot... I was planning for my son to give me a ride back there to pick up the car later that day after I drove the navigator home and parked it in the garage. Where it sits now.
When I returned to the shop to pick up the SuV... It still wasn't ready... So I started to check out the vehicle a little closer... It was a t this point that I discovered that the mirrors had not been painted and the front bumper had what appeared to be a couple of scuff marks.
I when to get Gilbert to show him what I had discovered. His explanation was this... The mirrors weren't painted because the paint he uses does not adhere well, in fact they don't do mirrors unless there was a special request and any way that would have been extra for me.
He looked at the front bumper and said that those weren't scuff marks, that they were already there... That they were scratches and that they didn't do anything to both bumpers but paint them.
I told him that I had a problem with these things. I told him that it appears that they just sprayed over scratches and that anyone could see that... I reminded his that I spent over $1000.00 on this paint job
. His response was to show me my contract pointing out that in fact I had only spent $369.95 on it. That the rest was metal work and didn't cover the plastic.
I asked about what happened to the sanding that they were supposed to do. He said that where was nothing that he could do because the contract was closed and he couldn't reopen it.
I told him that I didn't like what I was hearing from him and that I'm starting to believe that he made it all up. I asked him why he was so resistive now... He said he wasn't that this is the way the company works...
At this point it looked like things were getting a little heated with our conversation I told him that I didn't feel comfortable in taking back my SuV in this condition. I told Him I couldn't even park it in my driveway for fear that the neighbors would laugh that I spent over a $1000.00 and that it appears half done.
He said don't worry you have a warranty for 6 years and can come back and I'll take care of you... I said I see how it works now. I said since there was so much messed up that I didn't trust him about the contract and would like to purchase the protec plan for $24.00.
He said I couldn't because the contact was written and the file was closed and that he could do nothing... Nothing at all.
After reading the pamphlet I discovered that the proplan must be purchased at the time the car is painted. He advised me that the contract was closed and he couldn't override the computer. I told him that I had not picked up the my SuV, that it was still in his possession, that anyone could see the problems and that I wasn't going to leave with it unless he wrote up the plan.
BECAUSE clearly with those painted over scratches the standard warranty wouldn't cover those things and that I demanded the protec plan which would.
He said no... I said call your supervisor... He did call someone. He said that was a manager for one of your other shops. The conversation ended with him being told that he could write it by hand. That it would be alright... Gilbert refused to do so stating that he didn't want to get into trouble.
I again told him that I would not take possession of my SuV without the protec plan... He said I could call the regional manager on Monday... It was at this point that I asked to speak to the regional manager right then, whom he called... He attempted to explain things away during their conversation. I asked to speak to him directly and did explain some of what I am stating here to you.
He agreed to have Gilbert write out the protec plan, of which he did with some delay and malice. He tried to charge me $49 for it... He said that's with taxes and that's what the computer says... I explained to him the plan is $24 and that I thought that taxes in S. F were 7%.
He quickly withdrew that amount and refigured the total to be $26.04. I paid $27 he gave my the contact and said he needed change... He opened the floor safe and discovered that he didn't have that correct change and sent the body man to the corner to get it.
I waited for his return with the change and the keys to the SuV, it was at this time I reminded him that I didn't get my change back from the last time... He flatly called me a liar saying that i got it last week. The truth is during our conversation during the ride to the Bart I forgot to get it from him... I let it slide thinking at the time he could use that money for lunch on me.
After he implied that I was lying our conversation ended... I got the change and keys from the body man and left for home. After I got home upon further inspection of my SuV... I discovered that the paint was already coming off the front bumper.
It looks to me like the same paint used to painted the metal body parts was the same... Gilbert has not used paint that would properly adhere to the bumper or possibly a very thin coat of paint was used... It appears that very time I drive it The slightest bit of debris may cause extensive chipping. After all during this 20 minute freeway trip from S.F. To Vallejo the front bumper is already chipped.
But the most damaging thing is that Gilbert and his crew appears not to have stripped the old paint. They merely lightly hand sanded and painted over... The cracks in the paint are very visible to the naked eye. I do believe what happened to me is criminal... I see why some are sue happy.
My complaints are many...
? Picked up SuV is has not been detailed...
? Made to pay fully in advance
? Original quoted price was much lower
? Picked up SuV and the paint was not fully cured
? Kept my SuV for seven days
? Didn't paint mirrors
? No bumper or tire condition done
? What happened to the ten step process during this paint job?
? Overcharged
? Metal labor extra sanding $400.00
? All other parts - paint removal - $100.00
? Charged for primers $140.00
I shall expect a phone call to resolve these issues... I can go the Vallejo shop. But will not return the S.F. Shop.
Any questions please call... 707 235 0064
Because He Lives
Rev. Terry S.C
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