ComplaintsforPrestige Body Shop

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  paid *****. To get 3 damages on my Rv fixed. The employees told me they would pull up the ** for me. When they pulled up they did additional damage to the right corner and knocked the tail light off. I told the owner that they hit the right rear corner where there was damage already but I saw they caused additional damage. I asked the owner ( which never wanted to give me his name from the first day that I came to get an estimate) if he would be able to give me 20. To buy a very strong glue from either auto zone or *********** since his coworkers had knocked my tail light off. He refused. When he first saw my ** to give me an estimate on the 2 rear corners he saw nothing wrong with the tail light. He knew that I was being honest. I even sent him a picture of the corner 15 minutes after leaving there the picture had ************* details on it because my husband asked me to send him pictures of the finished work and in that picture you can see the tail light dangling. This owner does not want to take responsibility for further damaging my ** and has lost me as a costumer over *****. I would not recommend this body shop to anyone as I feel it is over priced and unprofessional. ** Edit I woke up in the middle of the night yesterday with what felt like gallons of water being poured on my face. I found out that the owner who climbed up there to give me an estimate for my sunroof made a giant crack on my roof connecting to the stairs and also a huge crack on the driver's rear upper corner. I go in there to get 3;damages fixed and they literally create 3 more damages. This is the first body shop I have ever been too and what an absolute nightmare. I'm reporting them to the better business bureau. My insurance adjuster came and took pictures of my entire Rv less than a week before I got it repaired so they know I didn't have these damages before.Add a photo Prestige Body Shop 5.0 (11)Auto body shop in Miami-Dade County, FloridaClosed OVE**IEW SE**ICES REVIEWS PHOTOS ABOUT ****** review summary 5 4 3 2 1 5.0 (11)Reviews All labor4 Sort by Most relevant Newest Highest ******************** 2 reviews I paid *****. To get 3 damages on my Rv fixed. The employees told me they would pull up the ** for me. When they pulled up they did additional damage to the right corner and knocked the tail light off. I told the owner that they hit the More Photo 1 in review by ****************** Photo 2 in review by ****************** Photo 3 in review by ****************** 1 *************************************** 5 reviews 5 months ago Took my 2010 jeep compass to fix the side it had a huge dent and paint was coming off. The guys did a great job dent is fixed and paint is perfect match, looks like a 2023. Fully satisfied, highly recommended.Prestige Body Shop (Owner)4 months ago Thank You, glad you are happy with the results.***************************** 2 reviews a month ago This guys are amazing, they took care of everything from the towing of my car where I had my wreck to dealing with the insurance and finding me a rental, I mean this guys did it all and my car was returned to me within 2 weeks and a half More Prestige Body Shop (Owner)a month ago Wao, Thanks ******! We glad we were able to help you and that you ar so satisfied with our work. Honestly we are overwhelmed with that review and so thankfull for it, thats what we aim for and why we do what we do the way we do it. Always a pleasure and at your service!!!***************************** 3 reviews 5 months ago Service: Painting Great customer service. The process was very ***************************** (Owner)4 months ago thanks for your feedback. always a pleasure ****************** 2 reviews I paid *****. To get 3 damages on my Rv fixed. The employees told me they would pull up the ** for me. When they pulled up they did additional damage to the right corner and knocked the tail light off. I told the owner that they hit the right rear corner where there was damage already but I saw they caused additional damage. I asked the owner ( which never wanted to give me his name from the first day that I came to get an estimate) if he would be able to give me 20. To buy a very strong glue from either auto zone or *********** since his coworkers had knocked my tail light off. He refused. When he first saw my ** to give me an estimate on the 2 rear corners he saw nothing wrong with the tail light. He knew that I was being honest. I even sent him a picture of the corner 15 minutes after leaving there the picture had ************* details on it because my husband asked me to send him pictures of the finished work and in that picture you can see the tail light dangling. This owner does not want to take responsibility for further damaging my ** and has lost me as a costumer over *****. I would not recommend this body shop to anyone as I feel it is over priced and unprofessional. ** Edit I woke up in the middle of the night yesterday with what felt like gallons of water being poured on my face. I found out that the owner who climbed up there to give me an estimate for my sunroof made a giant crack on my roof connecting to the stairs and also a huge crack on the driver's rear upper corner. I go in there to get 3;damages fixed and they literally create 3 more damages. This is the first body shop I have ever been too and what an absolute nightmare. I'm reporting them to the better business bureau. My insurance adjuster came and took pictures of my entire ** less than a week later I went to this body shop to have the repairs fixed so my insurance knows I didn't have these damages before. I have no idea how this business has 5 stars. I wish I never came here . ????1 Photo 1 of 3 Photo 2 of 3 Photo 3 of 3

  Business response

  04/17/2024

  Tell us why here...Good morning/afternoon,
  
  The lady that filed this complaint called us on Friday, March 22, 2024 requesting an estimate on some damages she had on her ** and sent pictures of  two damages. I told her that based on the pictures, the cost would be around $1,000 but that I need to see the vehicle in order to give her a propper estimate. She came to the shop around 30 minutes later and instead of two damages the ** had four mayor damages and I told her that not only the price was going to be higher but that the damage in the ** was severe. 
  
  The specific areas with damage were the top middle part of the ** on the left side, therefore I explained that the best I could do up there was to patch it up to which she agreed and ask me to just fix the left and right bottom courners and the patch in the top.
  
  I have to add that the over all condition of the ** in general is terrible and I told her so but she said that she only need it those damages repaired to be able to get the ****** of the **.  We agreed on doing the job for $1,300 plus taxes and that she would bring the ** the following Monday.
  
  On monday the 25 of March she came to the shop and tried to pull the ** into the working site herself and she was about to hit the courner of the entrance.   Due to this my employee asked her to allow him to pull the ** in himself, which she agreed to. The ** did touch the courner of the entrace in the right lower courner because the molding damage was coming off extending too far out, it was just a touch and it was specifically in the same area that was already damaged and that we fixed.   Either way there was no additional damage whatsoever done to the ** by her or my employees other than the ones the vehicle already had.
  
  Once the ** is already in the shop and she signed the required paperwork in the office, she told me that she was going to stay on the **,  to which I explained  that was not possible for safety reasons.   She kept trying to convince me and stated that she wont even come out of it during the night and that the ** was her home to which I had to repeatedly explain to her that that wasn't a possibility.  She finally said she would get a hotel for the night but evidently was disgruntled about it.
  
  She then asked me if I could also check the roof by the driver seat because it had a hole and water was coming in; I said we would take a look at it out too.
  
  Upon checking the hole she mentioned which was what used to be a plastic cover on the roof(window-like) that was completely gone and it became a hole in the the **, I proceed to explain to her that we couldnt fix that because that was a cover; meaning a part of the ** that she had to order from the factory or in any case and only to help her out we could buy a peace of fiber glass to close it down all together but that I wouldn't recomended it. I also let her know  that would have an additional cost of $500 to which she declined and ask that if I could please cover it with whatever I could because it was literally a hole the size of a microwave on the driving section of the ** and water was falling on her in a mayor ********** Honestly, out of kindness, I, myself put a folded plastic bag with two roles of tape covering it so she didnt get wet any longer. I even told her that what I did was only going to last for a couple months if that long but she was thankfull and that was it. 
  
  
  
  We expedited the repairs  understanding her living situation and that she needed it very quick and the next day, on the 26th of march, we called her to pick up her vehicle.
  
  
  
  On Tuesday, March 26, 2024 she came to the shop around 3pm and inspected the vehicle.  I again reminded her the importance of correctly fixing the patch on the top.  Then she paid, personally thanked me and left after we pulled the ** out for her.
  
  
  
  On Friday, March 29, 2024, she text me that we hit the courner of her ** and that she needed me to send her $20.00 to buy glue to glue a tail light that came off when "we hit the ** pulling it in".   I told her that that damage did not occurred here and that I didn't  see how the tail light would come off by hitting a wall but not brake or make anymore damage to the vehicle.  Anyways , I offered her to come by and we would glue it out of courtesy.  She refused and stated she wanted $20.00 to have the issue settled.  I, again, explained to her that we could not send the money but I would gladly glue it for her as a courtesy.  She then turned very hostile via texts and phone calls.
  
  
  
  In the statement she provided with this complaint, she said that she informed us and send a picture 15 mins after picking up the vehicle, but the reality is that it took her 3 days to contact us and when she did, her only request was for us to pay $20.00 to buy glue to fix the tail light.
  
  
  
  Afterwards she kept texting ugly messages for a few days and even sent me a video of *********** me in h*** and continued to call and text us almost every day but NEVER came by to glue the tail light that allegedly came off in this establishment or let us know about any other damage or wrong practice by us.  On every call I offered to fix the tail light on our shop but she declined.
  
  
  
  On the 4th of April she called very upset and disrespectfull listing additional damages not reported before and stating they occured in this establishment.  This time, she also mentioned the whole on the roof, which she decided not to have  fixed when she initally brought the **.  She also mentioned some cracks on the roof of her vehicle that were already there as well.
  
  
  
  I spoke to an adjuster from progressive that was inspecting her vehicle,  if I'm not mistaken, and he said that she was also claiming that we broke a  window. Please know that we never worked on a window, nor she ever mentioned it to us. The adjuster also sent me a picture on the patch we did on the top left side to show that it came off and explain to me that while he inspect her vehicle for insurance purposes he kept telling her of damages she needed to fix and to every and each of them she kept saying that those damages too must've happened here also.
  
  
  
  Please know that the patch was a work done by us, indeed, however at this point and as a result of all the absurd accusations, I honestly dont know if she did something to break it because she didn't mentioned anything about it when she inspected and picked up the vehicle or in any of the calls or texts she started to make 3 days after picking up the **.
  
  
  
  At this time and in an effort to come to a fair resolution, I'm willing to split the payment of $1,300 in three (considering we repaired three damages), and reimbursed her $433.30 to settle this claim.
  
  
  
  Typically I would ask her to bring the vehicle back and fixed it with no additional charge but I offered that option several times and she declined.  In addition, she has been trying to put the terrible overall condition of the ** and all the damages on us, when she knows that is not true. Not to mention that she is asking for $7,000 when I think that the ** price right now is far from that amount in its overall condition. So at this point we believe that by us dealing with her can only lead to more misunderstandings and situations and that it is better for all parties that she get her work done elsewhere where she feels more comfortable.
  
  
  
  I clearly remember that she brought the ** in and asked us to do the bare minimum to ensure it passed the inspection and she could get the title issued.
  
  
  
  We're an honest establishment that performs the job based on the clients request and tries to accommodate as best as possible with their budget.  This lady told us that the ** was where she lived and that she didn't have much money to repair it completely but that she really needed it back as soon as possible.  Out of empathy and understanding I worked with her the best that I could. I was transparent about the damages the vehicle had when she brought it in and even agreed to do a temporary fix to the roof covering it when this type of work is a deviation of the quality work we deliver. I guess my kind heart won this time.
  
  
  
  Should your agency want, we can provide you with the phone numbers of our last 10 clients or current accounts with dealerships so you can verify our work ethic and work quality. In the same manner I invite you to verify our ****** reviews and you would only find good and honest business.
  
  
  
  I am attaching screenshots of our conversations via text message so you can see that I was nothing but kind, understanding and polite to her and her situation. With the screenshots you will also be able to verify the verasity of the dates when she initiated contact with us and how the damages kept escalating as days went by as evidence of accusations which are just not true or accurate but malicious and with bad intentions.
  
  

  Business response

  04/17/2024

  Good morning/ Afternoon

   

  I never had this type of situation ever before I honestly I dont know if all I need to do is answer here or what, If someone may direct me or instructed me weather this is the propper wey or if there are other steps I need to take we'll be very greatfull, we just want to solve this the quickest and better way fot the benefit of all partys including the customer. 

  Customer response

  04/17/2024

   
  Complaint: 21538694
  
  I am rejecting this response because:
  I just want you to please be honest to my insurance company who have reached out to you about the damages that your shop created. Please take responsibility and give me the desired settlement so I can get the damages fixed by someone else so I can get my title back in my name 
  Sincerely,
  
  Heaven Aguileta

  Business response

  04/17/2024

  I wrote asking for guidance in this matter and someone from this department called me telling me that i had to answer directly on the first link to the customer which i already did when i wrote here but that person said that it doesnt show. But now im trying to re-submited and the page shows that my answer is already on the system and that im waiting now on weather we can settle with the customer so id doesnt allow me to submit my answer to the complaint again. I just want to know if my response is showing on your end or not.

  Thanks and best Regards

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

  Business response

  04/19/2024

  Good morning/afternoon 
  
  Ive been nothing but honest and understanding sense the moment you contacted me for an estimate for your **, to when we received it here for the repairs on monday the 25th of March, to when you picked it up, inspected it on Tuesday the 26th and was grateful to me before leaving in it, to even on Friday the 29th of march when you contacted me asking for $20 that i said id gladly will glue it for you even though I couldnt accept or recognize that that damage was done at my shop and still dont, cant see how a tail light just came loose without braking or making anymore damage to the structure of the vehicle hitting a concrete wall with the size and the type of weight of your **.
  Actually now that im reviewing the texts messages between us, you specifically wrote me on the day you dropped your ** after leaving our premises that the vehicle was hit when it was being pulled in, you was in my office for more than an hour and you mentioned nothing, even though my employee already told me what happened and i inspected it and make sure there was no damage done other than the one we were fixing. So you mentioned it on a text, not stating other damages or asking for anything, you just dropped that out there in the messages and at the time I didnt make any of it cause why would I. Then when you wrote me again on Friday, 3 days after taking the vehicle out of our premises, after inspecting it and paying with no hesitation the first thing you wrote was Hey, remember when I told you they hit the right corner of the ** when they were pulling in and then all this started and kept escalating untill now a repair that cost you $1,300 became i dont even understand what and you are asking that i give the desired settlement for $7k?   To be honest in ANY OTHER case I wouldve simply asked you to come back, inspect the only real thing of all that you claiming was us, that we did touched, which was the top middle left side of the vehicle and if it really came off because of a mistake or an error of my employee(cause we all humans and were not perfect), i wouldve simply fixed it, I wouldnt pay the employee for that job again sense it wouldve been his mistake if that was the case which i dont know at this point and it wouldnt cost me a dime. But sense all this is happening and I really believe that your claims and intentions are dubious, malicious and with an ill intent, im willing to split your payment  which was $1,300 between the 3 damages that we undercharged you for sense allegedly one of them is incorrect which im not sure and at this point i rather just move forward and thats the $433 that im offering only because i want to get this over with and not drag something that shouldnt even happened in the first place. Lastly once you inspect your vehicle and leave our premises we cant and dont take responsibility for any damages, lost items or anything that have to do with your vehicle and thats the truth and reality of the matter. With the best of intentions and wanting to be done with this nightmare that started with texts messages, then calls to finally this we are generously offering that amount and hope that you understand that thats the best we can do for you under the circumstances and just cause we want to move forward and try and forget the shamefull incident.
  
  May God bless you and have a good day.

  Customer response

  04/22/2024

   
  Complaint: 21538694
  
  I am rejecting this response because:I only looked at the supposed repairs that's why I didn't see the other damages why would I walk around my RV looking for extra damages that your shop created before leaving? Why would I think that you guys would create 5 extra damages on my RV that makes no sense. I forgot to tell you that they hit the right side while I was in there because I was on the phone with my bank trying to zelle you the money. My insurance said that you never gave them any Camara footage. Sounds like an admission of guilt. You hung the phone up on me the last tti talked to you and the last thing you said was good luck with your claim. I don't even believe you will refund me any money you are saying that for the BBB to see and think that you are a person with morals who takes responsibility. Nightmare for you? I'm not even going to get my title back from my insurance until I get all these additional damages fixed and haven't received any money for these additional damages from you or my insurance. If you really are a ********* please zelle me some money for these damages. The adjuster said one of the damages that you repaired is not a repair because he literally stuck his finger in it and said the rain is going to go through I had to put tape on it until I can afford to get it fixed.
  
  Sincerely,
  
  Heaven Aguileta

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