Craftsman Collision Horrible Repair Work and constant on-going problems with collision repair work. North Vancouver, British Columbia

VW passat given to Craftsman Collision for body damage repair in early June 2009
 
Defects noted on June 22, 2009 when Craftsman Collision claimed that Car has been repaired and called me to pick up the car.

Both passenger side doors dont close properly.
Front passenger door has paint chips all over.
Outer trim on passenger side is crooked and there is big space between the door and the trim.
Craftsman charged extra for repainting the bumper and claimed that the bumper has been repainted but I could see that bumper wasnt repainted as there was a chip visible.

There were white spots in the black interior of the car.
June 24, 2009: Craftsman assistant manager (Michael Whitley) called and asked for return of loaner car saying that most of the defects have been fixed and he will make sure there is no problem with the car. In addition, he stated that one outer trim has been ordered and asked me to take my car back and return the loaner and come to the shop again on
June 26 to get an outer trim fixed which craftsman hasnt received from the dealer.
I complained to the Manager (Murphy) that it is not reasonable for Craftsman to ask me to come twice more (after having come on June 22) and that I shouldnt be doing quality control for my car.
Craftsman manager assured that quality work will be performed and there will be no problems when I pick up the car next and agreed that I can keep the loaner car until the outer trim is received and Craftsman has fixed everything.
 
 
On June 26, 2009, Craftsman called me and assured that all problems with the car have been fixed and I should come and pick up my car.
I was shocked, stressed and disappointed to see the problems (listed below) when I came to pick up my car. In addition, the assistant manager was confrontational with me initially when I showed the problems that still exist in the car. After I discovered additional problems, the assistant manager realized that the problems were caused by Craftsman. Further, he claimed that he can not assure that every car has been fixed properly. When I had first entered craftsman (week of June 8, 2009), the assistant manager had assured me saying when we are finished with working on your car, you wont be able to tell if the accident happened to it. Unfortunately, Craftsman has now damaged the car more and even in areas that were not damaged during the accident (e.g. interior trim, door handle, etc. see below).
 
 
 
 
Defects observed on car when picked up on June 26, 2009
 

Screws on passenger front door are not centered. Door operation is still not smooth as other doors.
 

There is space between the black door trim and the door frame as the screws are off-centre and not fitted properly.
 

Rear passenger quarter panel bottom has scuff marks present under the plastic.
 

Front passenger door lock (inside) cylinder has paint/scuffs on it.
 

Front passenger door speaker trim is cracked/deeply scratched.
 

Front & rear passenger door inside trim handles have screwdriver pry marks/scuffs.
 

Inside front of rear passenger door has discoloured paint on it.
 

Upper interior trim on passenger side has dirty grease marks. Craftsmans repairman used dirty/greasy hands in-front of me while try to fix the passenger side seat belt housing that they had improperly fitted causing the seatbelt to be stuck and non-operational when I was picking up the car.
 

The outer trim of rear passenger door is not sitting properly and there is more space (gap) between the door and the trim. The trims chrome is discolored or has paint overspray on it.
 
 

Left hand quarter panel scratch caused by Craftsman collision is still not completely fixed.
 

Left edge of the rear bumper (that was supposedly refinished/painted by Craftsman) has a black unpainted edge and unpainted black side near the left wheel.
 

There is paint overspray on black lower rear bumper.
 

Upper chrome strip of rear passenger door is dulled out.
 

Small dent on inside (middle area, near locking mechanism) of front passenger door.
 

Rear passenger door interior lower weather strip scuffed.
 

Rear passenger door interior area has paint brush marks.
Car picked up by Craftsman on July 9th.
Craftsmans owner gave his word to ensure that all defects will be fixed from the issues above; based on this, informed Craftsman about second claim number on July 13th and
 
Craftsman return car on July 24, 2009
 
Received car from Craftsman assistant manager.  For every issue noticed below, Craftsman assistant manager constantly argued saying that this is how body shops work and that they will not take the car back to fix the problems.
 
The following defects still exist (as documented before last visit to craftsman in July 2009):

Chips on front passenger door and dots on paint.
Front passenger not fitted properly and sticking out compared to rear passenger door.
Front passenger door lock cylinder fitted incorrectly and sticking out even when door is closed.
Front passenger door window does not go all the way down and isnt fitted properly. Small part of the window still stays up when window is opened completely.
Paint brush marks on the back door.
 
Outstanding Defects after July 24, 2009 -


Passenger side door chips still present.
Front passenger door still does not close smoothly like the other doors, possible incorrect fitting or incorrect model year door placed. Craftsmans excuse for poor fitting door and poor quality work was also that ICBC doesnt allow new doors so they have put used door which has all these problems. 
Cars front passenger door that Craftsman Collision repaired has randomly started making vibrating noise when driving. When going over bumps, the passenger side makes noise as if things are not fitted right and there are gaps (areas: passenger side rear door mirror, door, interior side of door)
Front passenger door speaker randomly started to make vibrating noise when music turned up.
 
Took Car back to Craftsman in April 2010
1.      Craftsmans manager didnt notice any noise during test drive.
2.      Next, Craftsmans owner went on a test drive and noticed the noise. In addition, noticed that the interior trim and door frame was completely lose and there were large gaps between the interior trim and door frame.
3.      Craftsman did some work on the car and stated that they have changed some clips inside the car. I waited at the shop for almost 2 hours.
4.      On my way back, I still noticed that the door noise was coming and speaker noise was still there. I pulled over in a parking lot and called Craftsmans owner (Rick Hatswell) about the problem. Rick said that Craftsman doesnt have the capability to resolve the issue now and I should go to the dealership as the dealership has the expertise. Craftsman said that they will inform Kelly Dean (ICBC North Vancouver Manager) and that I will receive further instructions about going to the dealership.
5.      Also, I still noticed the visible gap between the interior trim and door frame which caused some rattles.
6.      Plastic round rubber missing from the right front door frame. The frame weather stripping/silicone is coming off on the inside door frame paint (possibly due to improper door fitting/alignment or wrong door used (incorrect year)).
7.      Paint chip on outside door not fixed by Craftsman.
8.      Check rubber where door is joined to the frame.
9.      Inside door opening latch/handle moves roughly and is not as smooth as the original other doors.
10.  Observed in March/April 2011 that front passenger door window randomly squeaks and stutters when going up/down.
11.  I didnt hear back from Rick Hatswell or Kelly Dean and left a couple of messages at Kelly Deans number.
12.  In November 2010, I emailed Kelly Dean and received response from Chris (New ICBC manager) stating that I should ask Rick to give the payment authorization to the dealership so that the dealership can have a look. As I had a busy schedule, I informed Chris that I will plan to go in January 2011.
13.  I contacted Rick Hatswell in January 2011 so that I can get the outstanding problems fixed. Rick refused to do the payment authorization for the dealership and said that this is the best they can do in terms of fixing the car and that if further fixing is needed, I should pay by myself upfront.
January/February 2011
         Took the car to ICBC to show the new North Vancouver ICBC manager (Chris) and he emailed me back with an assessment.
         Having been completely tired of dealing with Craftsman collision and unable to spend more time in showing the car to other dealerships, etc. I asked Craftsman to reimburse me for the improper work and my time. Craftsman refused.
         I opened a complaint with Better Business Bureau to see if I can resolve the issue and after a back and forth communication lasting until April 2011, Craftsman still did not agree to compensating me for the issues and rather, they essentially asked me to figure out myself how to fix the outstanding issues.
          
 
 
Other statements by Craftsman Collision

ICBC only pays for used doors due to which such problems happen.
If they (Craftsman) try to fix the outstanding problems something else can go wrong as every time work gets done, there is a chance of something going wrong.
All collision shops are like this and things can not be done perfectly.
 
My other comments regarding experience with Craftsman Collision.

Their assistant manager tried to make me feel that Im wrong by asking to get car fixed properly and that its not their fault. At some points, they tried to act as if some of the problems they created were pre-existing.
I noticed that they put metal keys, clipboards (with metal exterior) on cars on a windy day which can potentially cause scratches on cars.
The first time that I went to pick up the car from them, they first asked me to sign on the ICBC work completion for m and took my part of payment and then showed me the car. When I noticed the defects, I asked them that I want to cross my signature on the ICBC work completion form and cancel my payment until work has been completed successfully. The assistant manager rudely told me that he will not give the ICBC form back.
It seemed that for every issue that I noticed (in terms of poor quality work by craftsman or defects/scratches/etc. they created), I had to go through an explanation and pleading process before they accept to fix their own poor quality work.
The back-and-forth trips to North Vancouver have cost me a lot of time and money.


Better Business Bureau Complaint Communication:

My response to BBB:
 
I categorize the issues with Craftsmans poor quality work into 1) external (visible issues) and internal/mechanical (not visible) issues.
Many of the first category of issues include things such as damage of car interior around the area where Craftsman worked include numerous pry marks, grease/dirt marks, as if greasy hands and screw drivers were used to pry open the inside of the door. Craftsman was able to address many of these concerns after my fourth or fifth visit to Craftsmans North Vancouver location.
In response to paragraph 2 of Mr. Hatswells response, I would like to say that there was only one instance when Craftsmans assistant manager came to drop my car off at my residence (on a Friday) and then picked it up the following Monday. The reason that he had to pick up the car again was that even after multiple individuals (at craftsman) checked the car (including the owner), at the time of delivery, the cars security lock indicator mechanism was not properly fitted which would compromise the security system of the car. Apart from this instance, I have had to go to North Vancouver from downtown to pick up and drop off my car, which has taken up a lot of my time in addition to the cost of gas. Each time, I have had to check the car all over and observed that their work was of inferior quality and rather than fixing all the issues properly and completely, it seems that they did temporary or improper fixes which have caused more problems to appear over time. In addition, please note that I can only see what is visible externally on the car. As another example of their poor quality of work, on one occasion that I picked up the car, the passenger side seat belt mechanism wasnt functional (stuck). When I raised the issue, the manager first tried to pull the seat belt with force and then called the technician who opened the seat belt assembly and fixed the issue.  While he (craftsman technician) worked in-front of me, he further damaged the interior by using grease filled hands all around the interior and using a screw driver to pry open the assembly. Craftsman then asked me to come back again to fix the other problems, grease damage, etc.
 
In response to Mr. Hatswells comment that many items noted by Mr. A A were above and beyond what a reasonable person would expect, I would like to say that returning the car to a customer in a condition where it wouldnt even pass safety inspection (i.e. when seat belt wasnt working) in many jurisdictions is outright gross negligence on the part of the business. In addition, when I complained regarding the issues, the assistant manager rudely responded to me by saying that he isnt responsible for ensuring that the cars are fixed properly. 
 
I would like to point out the second category of issues in response to Mr. Hatswells statement It has been very difficult to address his changing concerns.  These concerns are caused internal/mechanical fitting issues caused by poor quality of mechanical work and fitting by Craftsman. My inspection of the car (when picking it up from Craftsmans shop) has been on the exterior of the car and Craftsmans poor quality of work inside is not visible to me. I can only check so much and they have made a mess all over. There are new issues showing up due to their poor quality of work, whether it be putting incorrect (or forgetting to put) clips, seals, gaskets, etc. such that things inside are getting loose, handles are not moving smoothly or door is making rattling noise. In addition, recently, due to improperly aligned door fitting, I see paint fade marks (on the door paint) as it seems that the frame rubber gasket is rubbing against the interior of the door. New issues are showing up over time as Craftsman has done inferior quality of work. Craftsmans management and owner dont realize the inconvenience and frustration this has caused me. On the other hand, Craftsmans tone of response seems to be showing that it finds my request to get my car fixed properly to be unreasonable.
The defects in car caused by Craftsman are either direct (e.g. poor fitting) or indirect (e.g. other issues that have appeared or are appearing due to the direct issues, such as paint discolouration, random rattling/vibrating noise, etc. due to improper door fitting and door rubbing against the frame/rubber) that are happening over time.
 
Regarding my visit to ICBC in April 2010, Bart (estimator) at ICBC seemed to know Craftsman staff well. He excused Craftsman's poor quality work (poor fitting, etc.) by saying that  things get loose and rattle over time and bad paint work (chip on paint) would even be present on new cars in the dealership. He didn't see one of the obvious fitting issues (gap between trim and door) that Craftsman owner later saw and accepted (fifth or sixth visit).
 
I also want to ask BBB as to how you have given an A+ rating to this organization. Based on my experience, this organization doesnt deserve an A+ rating.  On some occasions, Craftsman staffs (Assistant Manager, Michael Whitely) attitude was to argue with me and waste my time rather than taking responsibility and ownership of work done improperly, performing a thorough inspection (inside and outside, mechanical and cosmetic, etc.) themselves, finding the root causes of all problems and fixing everything properly at one time.
 
 
Craftsman gives a lifetime guarantee on their work, however, based on my conversation with Mr. Hatswell in late January/early February 2011 regarding the door paint discolouration and rattles, etc. (due to improper fitting), his message during the phone conversation was that they (Craftsman) are done with the car and will not fix the issues. I found this response to be a breach of their lifetime guarantee contract.
 
In summary, Craftsman Collision had made a mess of my car and due to this, there are existing issues or new issues continuing to show up.  They (Craftsman Collision) dont seem to realize that this has given me stress and has caused me continued inconvenience and frustration.  Instead, Craftsman managements response now seems to send the message that I am asking too much & inconveniencing them (Craftsman). All I wanted is to get my car fixed properly and I have been very patient in my dealings with Craftsman. However, I dont have the patience to waste more time with Craftsman Collision. They have already wasted a lot of my time and given me a lot of hassles.
Whenever I drive, and the car door randomly starts vibrating or the door handles (where Craftsman has worked) move roughly or the speaker area starts vibrating randomly, etc.; I am constantly reminded of my frustrating experience with Craftsman Collision.
I want to get closure on this and want to request Craftsman to reimburse me for the amount paid to them and for my time and gas spent in continuous back & forth trips (from downtown Vancouver to North Vancouver) and hours of inspection and back & forth communication/follow-ups. Craftsmans quality of work is unacceptable and I have given them enough opportunity to rectify the issues.
 

 
 
Craftsmans message:
In June of 2009, repairs were completed to Mr. A A' 2003 Passat at our Craftsman Collision North Vancouver West location. When Mr. A A picked up the vehicle he noted some items that required attention. At that time the Manager of the store Murphy Tarves and the assistant manager Michael Whitely addressed the concerns.

Following this Mr. A A has returned many times to have new items corrected. Craftsman Collision has been absolutely accommodating in all of his requests including giving Mr. A A replacement vehicles to drive whenever his vehicle was in the shop and delivering our replacement vehicle and his car back to him in Vancouver to save him the extra time and effort to return.
 
In response to Following my voicemail Mr. A A sent an Email to Murphy Tarves stating that he would call us back to book it in the next week, I had addressed the email to Mr. Hatswell and noted that based on my past frustrating experience and Mr. Hatswells previous statement that there are chances of things may go wrong if they try to fix the chip issue, I can not trust to give my car back to Craftsman and I can not put myself through the headache of working with Craftsman.


I have given Craftsman enough opportunity to fix issues; more than what any reasonable person would give. Craftsmans work quality has been unacceptable for this repair and no reasonable person (and many jurisdictions) would accept the quality of work where the car is returned to the customer in such a condition where its safety and security mechanisms are not properly functional.

I would like to note that although Mr. A A had concerns with the repairs, we found that many of the items noted by Mr. A A were above and beyond what a reasonable person would expect. Another item to note is that each time we addressed Mr. A A' concerns he would return with a new list of items to address. It has been very difficult to address his changing concerns.

April 2010. The last time we addressed his vehicle we informed Mr. A A that we would have ICBC involved so that we could finalize this matter. The local claim centre Material Damage (MD) manager Kelly Dean was involved and he sent the tech manager Bart Alderson to view the vehicle with Mr. A A. Mr. A A pointed out a small chip in the paint under the front door lower moulding. I let him know at that time that it would require repainting of at least a portion of the door and it is better to leave it than to risk a colour match issue with a spot paint. This occurred at our location and Bart agreed that the repairs were satisfactory.

I had a call from Mr. A A in November 2010 and he asked to have the chip in the door painted and for me to authorize payment of many new issues at a VW dealership. I told him that we had put an end to the job in April when ICBC inspected it with him and that we could not authorize any further repairs.

Mr. A A showed the vehicle to ICBC on Feb 8th 2011 and the new MD manager, Christian Bishop, said he would work with Mr. A A on the new items at a VW dealer, but Craftsman Collision should refinish the paint chip for him. I agreed with this and called Mr. A A to schedule an appointment to book the vehicle in for repairs.

Following my voicemail Mr. A A sent an Email to Murphy Tarves stating that he would call us back to book it in the next week, but now he would like to receive compensation. We did not hear back from Mr. A A and we have now received this BBB complaint.

Craftsman Collision stands behind its work and has offered to refinish the paint chip to the right front door. We have offered to deliver a replacement vehicle to him and drop off his vehicle as a customer service. ICBC has agreed to work with Mr. A A on the new additional items.

Due to this Craftsman Collision is not offering any further compensation.

Rick Hatswell
General Manager of Operations

On April 05, 2011, the business provided the following information:
The current concerns that Mr. A A has with his vehicle have been documented by ICBC. Craftsman Collision has agreed to repair the outstanding chip in the paint and would be happy to give Mr. A A Valet service to pick up and drop off his vehicle. ICBC has agreed in writing that they will work directly with a VW dealer and Mr. A A to rectify his other concerns. Throughout the repair process he has been encouraged to visit anyone he chooses at ICBC to document any concerns that he feels have not been rectified.

Craftsman Collision is apologetic that Mr. A A expectations have not been met. Unfortunately we cannot offer any monetary compensation.

 
 
My response to BBB
Craftsman conducted business in a grossly negligent manner. They charged a high price guaranteeing a professional high quality repair. This was clearly not performed. Instead, they did bad repair work (as described earlier), caused me hardship, frustration and all this has taken up many hours of my time. They have not provided any compensation. Rather, Ive been left with the additional task to follow-up with a dealership to see if a dealership can clean up the mess that Craftsman Collision has made. Doing something properly is always simpler than going through the process of fixing someone elses mess. Craftsmans A rating on BBB website misleads the consumer. As described in my previous response, Craftsmans response and position is unacceptable.