• Report: #286697
Complaint Review:

Buffalo Restoration, Bob Newgard, Bob Hoober, Carol Peterson

  • Submitted: Mon, November 26, 2007
  • Updated: Sun, November 18, 2012

  • Reported By:Everett Washington
Buffalo Restoration, Bob Newgard, Bob Hoober, Carol Peterson
10611 Canyon Road East Puyallup, Washington U.S.A.

Buffalo Restoration, Bob Newgard, Bob Hoober, Carol Peterson Classic Mechanic Restoration Rip Off. Puyallup Washington

*REBUTTAL Owner of company: Honest rebuttal to an unfair report

*UPDATE Employee: More to the story

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I sincerely hope your office may assist me to resolve this matter.

In April, 2007, my father died suddenly.
He was in the process of restoring an 1959 Dodge Pick-up that has been in our family for over 40 years. Dad was planning on giving it to my sister as a gift.

When he died, the pick-up was nearly completed; a new engine had been rebuilt and installed along with a power steering unit and power brake booster. In fact, all that need to be done at that time was hooking up the linkages such as brakes, transmission, fuel lines, etc.

Basically, it just needed to be put back together.
Dad lived in Portland. I live in Seattle. I felt it best o find a mechanic shop closer to my home rather than keep it down in Portland. I chose Buffalo Restoration in Puyallup. I see now I made an enormous mistake.
When I handed over the pick-up to Buffalo, I told them I wanted to spend roughly $7000 and that I thought the work should take roughly a week or two to complete. That was in the early part of June.

It is now nearly and Buffalo not only still has my vehicle but the also claims the cost is well over $20,000.

Buffalo refuses to give any estimate of time or explain any needed work. In fact, they had me waive my right to an estimatean error I truly regret.

Buffalo refuses to answer any of my questions about the project in writing. When I ask them directly, I am told they are not sure; they will get back to me, or other evasive answers. All the managers will tell me is that they want roughly $2000 a week for questionable charges.

A couple of examples:
Buffalo connected a steering linkage that is now unable to turn. They claim this is my fault because I asked for the original wheel.

Buffalo spent nearly 45 hours, at $80 an hour installing unnessessary and unasked for brake lines.

Then, Buffalo spent 15-20 hours bleeding the brakes. Bleeding the brakes should take roughly an hour.
Then, they informed me they would have to send the vehicle out to a brake shop because they could not fix brakes!!!

On top of that, no one can explain why they installed new brake lines or even why they took out the fuel tank while doing it (?).

One of my personal favorites; BR charged me for 45 minutes to locate the dipstick on the engine!
In addition, to hourly overcharges, I have discovered that I have been charged two or three times for the same part. Or even better that Buffalo ordered the wrong part and sent it back to the vendor without crediting my account.

They have installed unnecessary parts or parts outside the scope of work. I have asked for receipts from vendors and outsourcing partners. Buffalo has not allowed me access to those documents.

The list goes on and on.
I have spent the past several weeks asking, demanding, answers in writing as I believe is within my right as a consumer. Buffalo will not give me any answers and tells me I need to come down for a face-to-face meeting and pay new invoices. I have asked them to stop work, yet get another invoice. I ask them why and they tell me they had to finish it. We could not leave it.

I tell them I will not pay any more invoices until questions are answered yet continue to receive more invoices now with storage and financing charges. They refuse to answer any question either over the phone or in writing. All they will say is that I need to come down face to face to discuss anything and pay these outrageous invoices.

The fact is that on the occassions I did come down face-to-face, the managers, Bob Hoober and Carol Peterson, who met with me could not answer any questions. I was told they do not have time to check the "techician's" work. Any questions I asked during these face to face meeting were met with evasive or unknowing answers.
Now, they claim that it is my fault because I did not meet with a technician during these face to face meetings.

I have already paid them over $16,000. They claim I owe them nearly $7000 more.

In June, I asked for Buffalo Restoration to link up the brakes, steering, fuel line, transmission, ignition, radiator hoses.

Six months and $16,000 later, the brakes are inoperable, the steering is incorrect, the fuel line is unassembled,the transmission is incomplete (because they do not know how to rebuild a push-button transmission. Buffalo wanted to send it out to a transmission shop), the ignition does work after they charged me for several incorrect and unnessessary parts, the radiator has a hole in it after they had it tested by an outside shop.

I spoke with the owner, Bob Newgard, who told me the invoices may or may not represent the work done and that is just the way it is.

I have an email from the manager's telling me that they really have no idea what the technicians do while working on the vehicles--yet, it was the manager's who advised me about the work completed and kept telling me the project was nearly complete. BR never had me speak with a tech, just the managers.

I have asked Buffalo for a refund in the amount of $11,000, roughly the amount of what I believe to be fraudulent charges. I have asked them to answer my specific questions numerous times. They have refused several times.

My Father died in April. All I wanted was BR to fulfill Father's wish. Instead, BR has refused to answer any questions, except by the Attorney General's Office. They have cost my family and I literally thousands of unnecessary dollars. They refuse to allow me to pick up the vehicle unless I pay their questionable at best invoices. As winter approaches, I know it is not being stored properly (inside). At the moment, BR is holding the truck hostage.
Please help.

Everett, Washington

This report was posted on Ripoff Report on 11/26/2007 12:13 AM and is a permanent record located here: http://www.ripoffreport.com/reports/buffalo-restoration-bob-newgard-bob-hoober-carol-peterson/puyallup-washington-98373/buffalo-restoration-bob-newgard-bob-hoober-carol-peterson-classic-mechanic-restoration-286697. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 REBUTTAL Owner of company

Honest rebuttal to an unfair report

AUTHOR: Bob Newgard - (USA)

THe customers of Buffalo Restorations work openly and completely transparent to the world on a written contract to restore antique and collectable cars and trucks.  The  work is very expensive as replacement parts are usually not wanted.  The work involves fixing one panel at a time from many years of hard use and disrepair and neglect.  The problems that are reported usually come from one who has spent too much money on his car and would not pay attention to the work on an on going basis, thereore thay did not understand what has been done on the rig.  The contract calls for weekly visits by each customer so that the understanding and payment of all bills can be accomplished.  The person writing against this company is completely wrong. The work was done properly and his unwillingness to pay for the work he ordered is regretful.  All he had to do was to come down here and look over the work he ordered, understand what had been done, pay his bill weekly and there would not have been any problems just like hundreds of other happy customers have done.  His rants are false and misleading.  He just likes to complain. Sorry. Any work that we have done that failed would have been fixed if we had the chance to do it.   
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#2 UPDATE Employee

More to the story

AUTHOR: Concerned - (U.S.A.)

I fully understand the angst in spending a lot of money on a vehicle to get it restored. Most people do not have a clue as to what is involved; including time, money, re-building or tearing down previous work. This is no fault of our customer. Each of us has our own area of expertise. We never give estimates of time or money as too many variables are involved. We asked Jay to come in at least once a week to see what was being done to restore this truck back to a safe runner. He could not visit during regular business hours, so I came in on my time off on Sundays to meet him and his family. One comment from Jay in writing on 6/24/07 was "Carol Awsome". When his truck came in the engine was complete, but only spot welded onto a bent frame, engine manifold was on backwards, engine was sitting cockeyed as was the transmission. There were no brake lines, master cylinder was not in engine compartment, P/S pump pulley was not on engine. Jay asked us to put original steering back on truck which took a lot of modification to fit the steering box and modify a p/s pump bracket, etc. There was no slip yoke for trans, driveline had to be replaced, fuel tank was bad, no horn, combination switch not there, no trans lines or linkage to a Torque Flight "push button" transmission. Throttle assy not hooked up, radiator bracket, radiator, coolant hoses, rad hoses, incomplete fuel lines, on and on. We did not look for the dipstick on the engine, rather our parts personnel had to locate and purchase a specific dipstick for this Hemi engine because it came to us without one. The truck was not in a state of "basic put back togetherness". It was a mess under the hood and undercarriage. To Jay's defense it is a pretty red truck. Still needs considerable mods and work however. The questions that Jay has with everything can and will be answered when he comes in as asked to originally, so that a hands on explanation can be given. There are certain answers that only 1 or 2 people can answer at times and they work M-Th, when Jay has refused to visit us. Wehave been asking Jay to come in since at least Oct. 10 (email documents) to go over these issues he has and cannot understand why he refuses. We have pictures of steps of mods that he asked us to perform that he has not even seen yet. And yes, if we need a specialist for a certain aspect of restoration work such as a push button trans linkage repair, we do sublet as we feel it is more cost effective to the customer rather than fumble around with it ourselves and then consult with an expert thus costing the customer more money. Our emails to this customer have explained that the details; small or large in regard to the restoration of their vehicle, should come from the tech working on the auto during the customers weekly visits. We are negligent on not being more insistent on these visits, but also realize and try to be sympathetic to the customers' time restraints. It is imperative that the customer comes in to eye witness even the most minutest detail so these frustrating questions that this customer has can be answered weekly. In closing, I personally think that it was inconsiderate of Jay to put our 1st and last names on this. I can understand the company name. Is it legal? Regards- Carol 12/18/2007 oh yeah -Merry Christmas
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