Hall Automotive Body Shop Complaint - Hall Body Shop VA BCH poor workman ship charged ins 4 parts they damaged
V141 SPRUCE ST VIRGINIA BEACH, VIRGINIA -- My husband’s 2010 new Acura TSX was damaged in a wind storm on Nov. 17, 2010. I took the car to Hall Body Shop for an estimate and scheduled the work to be done. I paid part of the bill upfront and the rest when I picked up the vehicle; however the car was never done when promised (about a dozen times). I was told that it was a 17 day job, but they had the vehicle from Nov.24 2010 until Jan. 15 2011 and it was still not complete (almost 8 weeks). I’ve given them more than ample amount of time to fix the vehicle and was extremely patient during that time, but Hall Body Shop was never able to fix the vehicle correctly. There was no body metal work, only replacing exterior parts such as headlights, tail lights, 3 windows and a windshield (which another company came in to do), moldings and painting one side (originally). The whole ordeal has been an unprofessional and enormous inconvenience to me and my family, not to mention the fact that the vehicle is still not painted correctly. In order to correct the paint, the vehicle needs to be repainted and I will need to rent another vehicle in order to have it done. To top it all off THEY CHARGED MY INSURANCE COMPANY FOR THE PARTS THAT THEY BROKE/DAMAGED!! How do you crack a moon roof?? they caused over $1300 in damage to the vehicle while it was there.
I paid for part of the bill on Nov. 24 when I got the estimate, then dropped the car off on Nov. 27, 2010 where it remained at Hall Body shop until Jan. 15, 2011. The shop was supposed to notify me every 7 days to keep me updated on the job (as written in the signed agreement when I dropped the vehicle off), however they did not. When I called the body shop, I was told that the person I needed to speak with was not at her desk, so I left messages (which took days to get a response). I was led to believe that the vehicle was being worked on daily and almost complete by the promised delivery date, but it was not. On Dec. 20, 2010, I received a phone call that the job was complete and I could go pick it up so I headed to the body shop with my husband and one child. When I arrived I found the vehicle to be in a state of disarray.
It was filthy with grease all over the leather interior, there were thousands of bubbles all over the newly painted 2010 TSX, the body shop workers managed to scratch the inside of the door jambs where there sill plates are and managed to put a 3 inch crack/chip in the corner of the moon roof. The assistant manager (the manager was not there) came out to view the vehicle and attempted to tell me that they didn’t change the moon-roof glass because it was not on the estimate. I told him that was because it was not damaged when we dropped the car off and his workers did that. He argued with me, and also told me that they depleted the battery, but they jumped started our new car and it wasn’t a big deal. He then asked, “You do have the radio code right?” We needed to input the radio security code because when the battery dies it locks the radio. He tried to tell us that all Honda and Acura batteries die when they work on them and it was standard.
However, they have a machine that they are supposed to hook up to it while they are working on it, but they failed to hook it up so the battery was completely depleted. They had the car for over 3 weeks (for a job that was supposed to be 17 days) and we do not know how long the battery was dead for. The assistant manager did agree that the car needed to be fixed concerning the paint, the parts they didn’t change and the damage that they caused. We were supposed to be leaving to visit family for Christmas but ended up delaying our departure, thus shortening our trip because of the vehicle issues. On Dec. 21, 2010, (the next morning) I went back to the body shop to point out the problems with the vehicle and I spoke with the manager, Mr. Dan Trapp. He was very receptive and agreed the vehicle had many issues, apologized and said it would be fixed by the time we returned from our trip as that was when my husband’s military leave ended and he had to report back to work. Mr. Trapp and I went around the vehicle with a paint marker circling the issues and writing directly on the vehicle what needed to be done. I kept in contact with the manager every few days for updates on the vehicle and he told me that they ended up painting the whole car in order to get the color to match and have it look right.
On Dec. 29, 2010, we returned home, but the vehicle was still not done because they had to order the moon-roof glass and were repainting the car. He offered to put us in a loaner due to all the inconvenience and not having the vehicle done within the allotted time listed on the estimate. When we arrived at the body shop, he did not have a vehicle so we waited for over an hour in the lobby; however he could not locate a car for us. Hence, I had to take my husband to his command at 4:30am thus dragging both my kids out of bed and seriously impacting their school day, then return to pick him up at the end of the day. On Dec, 30, 2010, Mr. Trapp arranged for us to get a loaner and promised the car would be done by the end of the week; again, it was not done. I began to visit the body shop every 2 days to check on the progress because I wasn’t sure if they were incapable of fixing it, incompetent or just leaving it sitting somewhere and not being worked on. The car sat in the shop with both bumpers and all 4 doors off for over a week. The interior molding pieces were thrown inside the vehicle on top of the leather seats (which were not covered in any way). The inside of the vehicle was coated with a thick layer of metallic silver paint dust because it was not covered or sealed. Mr. Trapp assured me that it would be taken care of and detailed before it was returned to us. However, there is still paint dust inside our perforated leather seats and the dash board glistened in the sun due to the metallic paint rubbed into it when they “cleaned” it.
The time came when it was promised to be done, but it wasn’t done, so it was promised to be done a few days later, but still not done. This back and forth went on until Jan. 12, 2011 when I received a phone call that the vehicle was done and someone was coming out to detail it “tomorrow” and I could pick it up after the detail work was done. Well, “tomorrow” Jan. 13, 2010 came and went, but still no word. I called the next day and discussed with the assistant manager what work was done to the vehicle then he said, “Oh, there was pin striping on it that was supposed to be done?” and I answered, “Yes, it is on the work order and there is supposed to be Acura logo’s on it as well.” He said he would get it done and have the car back to us, but he said he didn’t know they made Acura logo’s for the pin striping. Well, the next day-NOTHING! Still no vehicle and no phone call. By the time I got home from school and got my kids fed, I could not reach anyone at the body shop. Thus, the next morning, I went to Hall Body Shop and questioned why I was not called and asked what was taking so long. I explained that I had been very patient from Nov. 24,2001 until now (Jan. 15, 2011) and I was through with being patient and waiting no longer. The assistant manager was there (a different one from the very first time I attempted to pick up the vehicle back in December). He said it was done and walked me to the bay where it was.
I looked at it and pointed out that there were items that they damaged (again), and again they depleted the battery at some point during the many weeks it was there, the paint was still not correct as there are some 100 spots where there are bubbles and something hit the paint or clear coat, as well as 4 deep scratches on the bumper where it looks like something rubbed it right around the curve, a spot near the passenger side door handle where they scratched through the paint to the metal and clear coated over it (it’s perfectly smooth!), a bunch of divots in the silver paint which were clear coated and there is blue paint specks in both front fenders as well a black paint specks on the hood. They scratched the inside of another sill plate, the inside of the driver door as well as rear passenger side door, and 2 parts that were replaced and supposed to be new (the top bumper silver part and small window in the back) were scratched and had deformities. The assistant manager said they would take it back and fix it yet again, but I refused to allow the vehicle to re-enter the body shop. They had from Nov-Jan to fix a vehicle that was quoted to be done in 17 days-not 8 weeks and did more damage to it while it was there. They are obviously not competition enough to fix it as they had promised it would be done over a dozen times, but every time that promised day arrived -it was not done.
The manager was unavailable as they could not get him on the phone and the assistant manager told me that I had to pay the entire bill (even the parts they didn’t replace and the pin striping and window tint that they didn’t do) or he would have me arrested for stealing the car if I didn’t pay the entire amount. Dan agreed to take care of the deductible back in Dec. when we tried to pick up the vehicle the first time, but it was not done and had damage. However, I was forced to pay the deductible as well.
Right after I took the car back, I contacted the parent company of Hall Body hop, Miles One Automotive, who put me in contact with Don who is the director of the body shops. I requested a refund for the shoddy paint job as well as the parts that were not replaced, the damage done by the workers and the enormous inconvenience this has caused for the several months that Hall Body Shop had the vehicle. He made an appointment with me during the week that he was scheduled to be down here as his office is in MD and the shop is in VA.
I brought the vehicle to the body shop for Mr. Don to view and discuss the issues. Of course, he knocked down everything that was wrong and appeared as though the whole situation was not a “big deal”. He claims the paint job is “industry standard” and there are going to be imperfections in the paint. I did agree that there will be “some” but by “some” I do not clarify as a hundred or so spots and scratches as well as blue and black paint mixed in what should be a completely silver newly painted vehicle is not acceptable. He offered to let the car stay at the body shop again to have the “bubbles” buffed out, but I would have to deal with the black and blue colored specks mixed in the paint as he is not willing to repaint the vehicle. I told him that the shop had ample amount of time to fix it and every time I left it at Hall Body Shop the workers create further damage to our new car. He agreed and offered to have another shop (of my choice) buff out the bubbles ( again not fix the different colored specks in the paint, nor divots) if I gave him an estimate. Mr. Don instructed me to drop the car off at Hall Acura to have the parts replaced that were not replaced by the body shop (and the items they damaged) as well as change the cabin filter because of the metallic paint dust that was now in it due to the body shop neglecting to cover and seal the door openings when they removed the doors and sanded the car.
The first time I took the 2010 TSX to Hall Acura they did the inspection only (the body shop was also supposed to have done while it was there because it was now due). Then I had to take it back a second time once the parts came in. In addition to all the inconvenience of the situation, Hall Acura they wouldn’t let us pick up the vehicle when it was actually done because Hall Body Shop had not paid them yet. I had to call the body shop (no one answered the phone) then I had to call Mr. Don as we had a death in the family and needed the vehicle back that day (it was a one day job) so my husband could travel up for the funeral (I had the flu and could not go). Mr. Don made some calls so we were able to pick up the vehicle later that night, thus allowing my husband leave first thing in the morning. However, the battery would still not hold a full charge due to the several times that the body shop completely depleted it and left it depleted until the day I went to pick it up so it had to brought back to Acura a third time.
Once it was done at Acura, in accordance to Mr. Don’s request for an estimate from another body shop, I called 8 local body shops, however only 3 would even meet with me because the others will not get involved with another shops work. Out of the 3 that would meet with me, only 1 would give me an estimate in which the manager said he would have to sand and repaint the entire car in order to get rid of the issues. The other two shops that met with me and looked at the car also said the entire car would have to be repainted, however they both said they would not work on it because it was painted at another shop and they don’t want any warranty issues and they don’t want to “come back behind another shop’s work.” The one estimate that I did get was from Priority Body Shop (another dealer shop like Hall) said it would be over $6,000 to repaint the car. I explained to Mr. Don that I was only able to get the one estimate, however he is not willing to pay another shop to repaint the car(at all), only buff it. Thus, we do not agree on the paint and he stated that once we agree on the paint he’ll write it all up in a letter and have both of us sign it then give me a refund for the money owed to us that has already been paid to them as well as the refund for the deductible and compensation for parts that were damaged that they don’t want to replace.
The total bill was over $13000!!! Some parts were not installed, some were damaged, the ins deductible was never refunded and the entire vehicle needs to be repainted as there are blue and black paint specs in the newly painted silver car! There are places where someone scratched the color then clear coated over it, divots that were also clear coated over, and new scratches on the bumper which they tried to say I did! (ummm they just painted the whole car?!)