ComplaintsforRim Pros of Metairie

• Initial Complaint

  12/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I brought my wheels to the company to have damage repaired. They repaired the outer damage, but in the process, they severely scuffed my wheels. I brought them back to have the scuffs removed. The scuffs were so bad on two of the wheels, that had heavily buff into them. They buffed the wheels to a point to where it took off the gray semi gloss coating that was over the chrome. I called Them this morning to let them know that they totally ruined the wheels and the only remedy were to replace them. They went to trying to explain to me that this is the way the wheel looked originally and basically there is nothing wrong with the wheel. I now have two chrome wheels on the right side and normal wheels on the left side. Again, they completely destroyed my wheels and with them be professionals, it is obvious that they can see this, but they dont want to replace my wheels. The result was them hanging up on me. I sent them a detailed email on Friday night and also included pictures of how it is supposed to look and what it now looks like. They did not care. All they know is that we are not about to come up off of money to replace my wheels, despite the fact that they, without a doubt, absolutely ruined my wheels. One picture shows what my wheels originally looked like, and the other shows what it now looks like. The arrows point the color the wheel used to be and below the arrows, you can see they are now chrome and heavily scratched chrome at that. The other picture with just the circle on it, shows what it would look like If they werent ruined. This place calls themselves professionals, but all they did was turn an easy repair into needing a replacement.

  Business response

  12/12/2023

  Customer brought us his wheels because he claimed that we he got new tires, and that the shop that installed them damaged his wheels.   His wheels in particular were painted, machined and polished.   We removed the wheels from customers vehicle, washed them as we do all the wheels to prepare for prep.    The wheels were taped on on the polished area since it was behind the face of the wheel wheels were made to give the appearance of a two piece wheel with actual bolts- but did not separate.   This was not an area that we would be able to refinish- since the customers complaint was the outer portion of the wheels we did not touch the polished area in initial repair.   The company that the customer stated damaged his wheels paid for the bill.   The customer did not pick up his vehicle- someone else did.   The next day,  I received and email with pictures zoomed in so close that it was hard to tell which part of the wheel he was complaining about.   Since I was involved with the process informed customer that we did not refurbish that portion of his wheel.  Customer became agitated and began raising his voice.   I explained again that we did not touch that part, the only time would have been in the cleaning process but as I told him that I did not think that was possible.   I told him that we would do what we could to address the issues he stated we caused.   The portion of the wheel that was polished is not in an area that was not easy to access.   While we were able to remove two wheels with just buffing the polished aluminum, the other two wheels were deeper and we had to sand out by hand since we could not get any of our tools in the space provided.   I then looked into the aftermarket wheel and found that the manufacturer did not clear coat the polished area.   So we proceeded with taking out the deep scratches and left the wheel as it would have came from the manufacturer. Upon trying to explain this to the customer he became argumentative and  stating that we changed his wheel to chrome- while that is entirely impossible to do so was talking to the customer.  Refurbished wheels are not perfection and we do not claim to be.   We are not wheel manufacturers and can only repair the wheels in their current state.     We have reached out to the company that paid for the repair and returned the payment back to them.   

  Customer response

  12/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Its really upsetting that they are going out of their way to avoid accountability and admitting they ruined my wheels. 
  The first picture is a picture of the wheel from the manufacturer, which isnt a mirror finished wheel. Its a coating over the inner drum that gives it the grayish semigloss look. The bare metal is under it, which youll see later and is not exposed before they ruined the wheels. 
  The second and third pictures are of my left rear wheel, which still looks like how it came from the manufacturer. The red circle is to place emphasis on how it looks in that area. IT IS NOT A MIRROR FINISH.
  The FOURTH picture with the 2 arrows and the circle is to place emphasis on how the wheel looks after they repaired it. The circle is the exposed naked metal and very scratched up at that because they were buffing bare metal. The two arrows are pointing to the finish that was once there, but now isnt. They couldnt buff that portion off because its in a tight spot. Im glad they couldnt because it clearly shows what my wheel looked like before, as compared to after. Its obvious they ruined my wheels and had they not scratched my wheels so badly, they wouldnt have had to buff them to a point of no return. I wouldnt be on here filing a complaint for their gross negligence. 
  the fifth picture is a zoomed-out view of one of the ruined wheels now look like after they called themselves buffing out the scratches. The bare metal is now exposed, and you can see the coating that is left above where the naked metal now is. 
  As you all can see, the ruined wheel now looks NOTHING like how it did before they buffed into the finish placed over the metal. I dont know why they are pretending as if they are blind to see how badly they destroyed my wheels. 
  Again, the original wheel is still gray as you can see the way it looks from the manufacturer and of the picture of the wheel on the left side of my car and the ruined wheel on the right side of my car is part gray and part swirl marked mirror like finish.  Its plainly obvious, but they will stick to the story of there was no coating on the wheel. This is absolutely unbelievable that a *********************** shop is going to such great lengths to avoid the obvious. I just paid **** dollars to replace my wheels because Rim "Pros destroyed my others. 
  Also, I wasnt the one with an attitude. She absolutely was the one with the initial attitude and unprofessional speak. There are also several negative reviews from dissatisfied customers that spoke of her terrible attitude and rude demeanor. We all cant be lying about what we are saying. 
  Regards,
  
  *******************
  
   
  

  Business response

  12/13/2023

  We are a repair shop and not a manufacturer, customer was not satisfied with the repair therefore we returned the money to the shop that paid for the repair.   

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