Well to make a long story kinda short, don't go there. Many pics (53 of 99) I took to follow at the end along with all the emaisl to the corporate head quarters and their responses.

I took my car there a few weeks ago to have the hood repaired from some stuff that fell on it Tuesday Oct. 4th, 2010. Since I was getting it repaired I figured I would get the bumper and lip repainted as well. They weren't the cheapest place I got an estimate from by any means but the work I saw being done there LOOKED top notch. Also when Mike Beal the shop manager gave methe estimate, he said there was a 5 year warranty on the paint. Cool.

I dropped off the car Oct.11th and was told it would be done by the 13th or 14th. Well on Friday the 15th at 12pm, I called them since I hadn't heard a word. I talked to Mike Beal the shop manager and he said he was gonna see what was up and give me a "call back in a little bit." At 2:30pm, I called back again since I had not heard a word and it had been more than "a little bit." This time he says the painter is at lunch and that he needs to talk to him about it but will, "give me a call back in a little bit." Well he finally calls at 5:15pm and says the car is done and I can pick it up tomorrow Sat the 16th.

So Saturday morning comes around and I go there to get the car. Well I refuse to pay as part of the front bumper was uncleared, another portion was not painted and there were scratches on the tops of the fenders, (they say because of contaminated rags), the lip had a few fish eyes on it and there were still scratches on the hood in the same place as before. Truely not what I was expecting from seeing their other work.

Mike Beal was not there but the lady that was, completely agreed with me and was extremely sorry for what had happened and said that it will be taken care of. She also asks if there is anything else they can do. I said yes. Better communication would be great and to please have Mike Beal contact me Monday the 18th. Well I called on Tuesday the 19th as I hadn't heard a word.

She answers the phone and I state who I am and that I am calling because I hadn't heard a word. She is in disbelief at the fact he hadn't contacted me and was very sorry as she would have her self had he not said he would that Monday morning when she showed him what was wrong with the car.

She went to see what was up and called back shortly there after saying it would be done the following day.

I get the call Wednesday and go to get the car that evening.

Well to save a few bucks from the estimate, (which it didn't do), I removed the turn signals, fog lamps, front lip and all the mounting hardware for those items and said I would reinstall them as well.

I get the car back home and notice 2 bolts are missing from the underside of the bumper which hold it on. Also both fender liners where it meets the bumper is also installed wrong. To make them fit, they added screws and cut the bottoms of them to go around the bumper. Also by bending it to make it fit, they cracked the liners around a few of the mounting holes. Needless to say, I wasn't happy.

I contact them and get the run around and Mike claims they would never cut anything to make it fit. I tell him I will make the 24 mile drive 1 way to show him what I mean. They did order the bolts no problem but the liners was another story. I show and prove to him how both were cut in exactly the same spots and showed him why. Finally he agrees to get new ones. This was a Thursday. I gave them the Honda part #'s of the missing bolts and fender liners. I tell them any dealer in town has the bolts and that ShowCase shows the left fender liner. (I was a Honda parts advisor for 5 yrs and have friends who still are and they checked the availabilty of the items for me before I went.)

Well on Sat. the 23rd, I after looking at the car and having a few others as well, we notice the paint doesn't match quite right. It is more orange than what it should be. (Hood, Bumper, Lip). Also I notice buffing compound under the windshield moulding on JUST the passenger side roof. Here are 3 nice new scratches in the paint. (Pics to come). Odd how only buffing compound was there, and around the places they painted but no where else.

So Monday the 25th I make another trip down there to show all this off to them. Mike says he can't see the paint difference and that the scratches didn't happen there. I tell him I believe he didn't know the scratches happened and that someone tried to cover there butt by buffing them which didn't work and just didn't say anything.

Then he says, oh ur parts are here, let me go get them. (Well hey, thanks for the call once again saying they were there and to pick them up.) Comes back asks if the keys are in the car and that they will install them. I said yes but you people are NOT touching my car again and that I would install them. I get the parts and leave.

Since then I contacted their corporate head quartersand have been dealing with Dale Hastings. Right away Dale asks what I am looking for? Money back, car repaired properly? What? I say I just want the car finished correctly in the right color and that I have no problem taking it to another one of the CarStar facilities but not the one I had been to.

Here is copies of all the emails between us. This is the 1st one I sent showing and explaining what was wrong with the repairs. When you first look at the bumper to fender it looks off but the more you look at it, your eyes blend the colors and it looks on.

This is the email.

Did you get the picture two days ago from my cell phone? I sent it right after our conversation on the phone. That one really showed off the paint color difference.

I am send you an email detailing what all went wrong. Sorry to say its hard to see some of the things in pictures. They are much better seen in person and thats what matters.

You can kinda see the paint color difference in the fender to the bumper. The fenders are a darker red than the bumper. A few friends have said and I agree the bumper looks more orange.

http://s237.photobucket.com/albums/f...t=P1000975.jpg

http://s237.photobucket.com/albums/f...t=P1000974.jpg

Please look at the front of the fender where it meets the bumper.

http://s237.photobucket.com/albums/f...t=P1000962.jpg

http://s237.photobucket.com/albums/f...t=P1000961.jpg

The specks in the fenders from where they cleared over rocks chips. In person they look kinda purple.

http://s237.photobucket.com/albums/f...t=P1000971.jpg

http://s237.photobucket.com/albums/f...t=P1000972.jpg

http://s237.photobucket.com/albums/f...t=P1000968.jpg

http://s237.photobucket.com/albums/f...t=P1000943.jpg

http://s237.photobucket.com/albums/f...t=P1000932.jpg

Broken fender liners. They did take care of this problem but it shouldn't have happened.

http://s237.photobucket.com/albums/f...t=P1000951.jpg

This one you can see where they cut it to fit around the bumper cover. Both sides were like this. I will show pics of how they installed it and the proper way it is to be installed. It will also show why they cut them.

http://s237.photobucket.com/albums/f...t=P1000950.jpg

Cut.

http://s237.photobucket.com/albums/f...t=P1000948.jpg

Another broken part on it. Please notice the crack as well.

http://s237.photobucket.com/albums/f...t=P1000947.jpg

This one is where it meets the fender. To get the liner in the wrong way, they bent it up so much it broke this one too all the way up there.

http://s237.photobucket.com/albums/f...t=P1000937.jpg

Cut one and new one.

http://s237.photobucket.com/albums/f...t=P1000946.jpg

Cut one. Drivers side.

http://s237.photobucket.com/albums/f...t=P1000873.jpg

Next to uncut.

http://s237.photobucket.com/albums/f...t=P1000869.jpg

This is a picture of why they cut it. It would fit around the outside of the bumper cover. Well its not suposed to be on the outside.

http://s237.photobucket.com/albums/f...t=P1000938.jpg

This here is how they mounted it. Outside the bumper cover. Please take note of the screw at the bottom and crack. These screws never came off the car even. I bet they have a bin of them though in their shop.

http://s237.photobucket.com/albums/f...t=P1000936.jpg

http://s237.photobucket.com/albums/f...t=P1000935.jpg

Notice the runs and the splash shield is again mounted incorrectly.

http://s237.photobucket.com/albums/f...t=P1000888.jpg

This is proper. Also notice how the bumper hangs down dueto missing bolts.

http://s237.photobucket.com/albums/f...t=P1000875.jpg

Now this is proper. Behind the lip on the cover. Also notice all the orange peel. Feels and looks uncleared.

http://s237.photobucket.com/albums/f...t=P1000878.jpg

Proper again. At the bottom you can kinda tell why they cut the splash shield to fit.

http://s237.photobucket.com/albums/f...t=P1000876.jpg

Proper. Behind the lip of the bumper.

http://s237.photobucket.com/albums/f...t=P1000874.jpg

Blemish on drivers side of bumper cover. Used a dime to refference the size of it. It is just above the dime.

http://s237.photobucket.com/albums/f...t=P1000945.jpg

Just above my finger on this one. Same blemish.

http://s237.photobucket.com/albums/f...t=P1000941.jpg

This one is by the grill. Almost looks like a smudge but it doesn't wipe off. I know it is hard to see in the picture.

http://s237.photobucket.com/albums/f...t=P1000908.jpg

PLease notice all the left over buffing compound. Even stained my wiper cowl.

http://s237.photobucket.com/albums/f...t=P1000934.jpg

http://s237.photobucket.com/albums/f...t=P1000933.jpg

From washing it off, it got everywhere.

http://s237.photobucket.com/albums/f...t=P1000916.jpg

http://s237.photobucket.com/albums/f...t=P1000915.jpg

Under the hood insulator.

http://s237.photobucket.com/albums/f...t=P1000912.jpg

http://s237.photobucket.com/albums/f...t=P1000914.jpg

Fender to windshield molding.

http://s237.photobucket.com/albums/f...t=P1000910.jpg

The bumper cover is really dull compared to the rest of the car. Like it's hazy.

http://s237.photobucket.com/albums/f...t=P1000929.jpg

http://s237.photobucket.com/albums/f...t=P1000928.jpg

Scratch on front bumper cover.

http://s237.photobucket.com/albums/f...t=P1000926.jpg

More in a different spot. Also where the red dips under and back, very poor clear coat job.

http://s237.photobucket.com/albums/f...t=P1000925.jpg

More haze.

http://s237.photobucket.com/albums/f...t=P1000924.jpg

When they went to buff the roof, they hit the rain gaurd over the window. Probably while doing the A-pillar. Both were buffed to a perfect finish on the 30th of Sept. along with the roof, trunk, spoiler and hood.

http://s237.photobucket.com/albums/f...t=P1000923.jpg

Now for the good stuff that I am just thrilled about. The scratches on the roof and the buffing compount under the molding right near it.

http://s237.photobucket.com/albums/f...t=P1000922.jpg

http://s237.photobucket.com/albums/f...t=P1000921.jpg

http://s237.photobucket.com/albums/f...t=P1000920.jpg

http://s237.photobucket.com/albums/f...t=P1000919.jpg

You can't see them but it is to referrence how far they are apart.

http://s237.photobucket.com/albums/f...t=P1000897.jpg

This is buffing compound right near the scrathes on the roof.

http://s237.photobucket.com/albums/f...t=P1000896.jpg

It looks like glare but it is buffing compound.

http://s237.photobucket.com/albums/f...t=P1000894.jpg

This here you can see one of the holes they forgot to put a bolt back into under the cover which hold it up and the under engine splash shield as well.

http://s237.photobucket.com/albums/f...t=P1000893.jpg

Another scratch on bumper cover.

http://s237.photobucket.com/albums/f...t=P1000883.jpg

You can see paint missing from around it. Obvious something is supposed to go there

http://s237.photobucket.com/albums/f...t=P1000892.jpg

http://s237.photobucket.com/albums/f...t=P1000890.jpg

The other that was missing as well.

http://s237.photobucket.com/albums/f...t=P1000889.jpg

I did not take pictures of the gloss black spray paint on the wire looms and core support as I was lazy and didn't want to take out the fog lamps and turn signals. They is nothing that can be done about that anyways because it's on there and not comming off the looms.

Please contact me letting me you you got all these please. I really hope we can find a resolution to the situation as soon as possible. The more time that goes by, the more shows and cruises I miss.

Also I will be heading 200 miles south tomorrow back to Sierra Vista, AZ from Phoenix.

Speaking of milage, I have went 150 miles back and forth for just issues pertaining to what has been wrong. 25 miles each way and I have went 3 times down there. 1 to pick up the car which I refused to do because of completely unpaint places of the bumper cover. Once to complain and the broken fender liners and missing bolts, and again to pick up the parts they had to order.

Also I was extremely disappointed by the commucation with Mike Beal the shop Manager. Car was supposed to be done on Wednesday or Thursday. Friday at noon I called to check on it. He says he will call back "in just a little bit." 2:30pm. No word and I call again. Again, "I will call you back in a little bit. 5:15 PM he finally calls. "It's done. You can pick it up tomorrow on a Saturday. I got there Saturday and refused the car for reasons stated earlier in the email. Monday they were supposed to call letting me know the time line for the repairs. I never heard anything till Tuesday when I called them. He has no communication skills keeping the customer informed.



I really hope for a prompt response either by email or phone call.

Mike XXXXXXXXX
1999 Honda Prelude Malino Red (Paint code R-81)
Cell XXX-XXX-XXXX

The response last Thursday the 28th.

Michael,

I receive your photo’s thank you. At this point I’m reviewing them and will be discussing with Discover regarding your issues. Once I have completed that I will contact you to discuss. Were you issued a warranty? That is something I would need to move forward on a Corporate level.

As I said I will contact you as soon as I’ve had an opportunity to review everything.

Regards,

Dale Hastings
Sr. Regional Service Manager

CARSTAR Franchise Systems, Inc.
8400 W. 110th Street, Suite 200
Overland Park, KS 66210

Cell (916) 533-5141
Phone (913) 451-1294
Fax (913) 451-4436
Voice Mail (800) 999-1949 ext. 5151
E Mail dhastings@carstar.com





My response Thursday Oct.28th 2010


In the paper work I have there is nothing saying anything about a warranty. But here is the thing, warranty or not, it was not fixed properly and for that reason alone it needs fixed properly.

I do remember him saying (verbal) that there was a 5 year warranty on the paint. Either way though as stated, it was not fixed properly painted the first or second time for that matter.

The dents on the hood the repaired were expertly repaired though. I will give them credit for great work there.

I have sent those pictures on to friends and they said when you look at the paint match pictures, when you first look at it you can tell it's off but the longer you stare at it, the color starts to blend. Also it is more noticable from a distance than up close, (10 feet away).


Mike XXXXXXX
Cell XXX-XXX-XXXX


Well I still hadn't had a response as of yet today so I sent another email to Dale.


Sent Monday Nov 1st 2010.


Well I have showed many people over the weekend and they all agree it looks like crap. The hood, bumper and lip don't match plus I have these wonderful scratches on the roof.


Question for you, don't you have a standard warranty that all shops must give out? Most corp. places have certain things there independents must abide by and many people have said that should be one of them. But everyone agreed this isn't a warrany issue in the least. It is an issue of the car NOT being done right.

If the clear had started peeling three weeks after getting the car back then yes that would be a warranty issue. That is not the case here. I am complaining about the job that was done right after it was completed. How is fish eyes in the paint a warranty issue? That is from not properly prepping for paint. It wasn't the paints fault. How is it the paints fault that it was improperly mixed to the wrong color? That is human error just like the previous thing. Again, how is that a warranty issue? How is putting scratches in my roof a warranty issue? These scratches are worse than the ones on my hood that I took it in for. That is something someone did.

I still haven't cleaned the car because again I offer to have the car looked at independently by another shop. Even one of yours, just not the one that did the job. As I stated they painted the bumper twice as the 1st time it wasn't completely painted or cleared.

I really hope this can be resolved very shortly without further action. I figured by contacting you something could be done but I haven't heard anything since Thursday of last week and I just keep waiting.

I am getting a bit impatient I will admit but the more time that passes, the more shows I miss out on and this is the show season down in this part of the country.

I hope to hear something/anything soon.

Mike XXXXXX
Cell XXX-XXX-XXXX



Well then he calls. We talk, he says I sound angry and that if that is the way I am gonna be he won't do anything for me. Honestly I hadn't swore or even raised my voice but whatever.

He then says he is gonna call Mike Beal and get back to me within the hour. He calls 20 minutes later. The response, I'm **** out of luck.


So I ask all of you to copy and paste this posting on ANY car forum you are on and post a link back in here to it. Doesn't matter what kind of car forum it is or where it is out of.


I am also seeking legal advice to hopefully resolve this issue. Until then the car will sit uncovered in my garage unwashed so it can show all the terrible work that was performed by them. Mainly the buffing compound under the windshield molding and every place where it should be as well.


Please help a guy out here and post this up on other sites and post the links here.


Also if anyone would love to see a great pic of the color being off before anything was reinstalled, hit me up. It's on my cell.

Here is a link to the corporate site. They are all over the country.

http://www.carstar.com/



Mike

 

for the future, you should put [IMG][/IMG] tags around your picture links. it is annoying as all hell to click each link individually to see your pictures.