I can re-copy all the pictures if you want, but here is the original thread:
2011 Mustang 5.0 GT/CS - 3 stage correction
2011 Mustang 5.0 GT/CS - 3 stage correction
My car was ruined, now it's amazing...thanks to Danny from El Paso!
- Thread starter Matth3w
- Start date
Yeah, grrr... Gonna see if the detailer can get the pics back up. To give an idea of what I was dealing with, here was my letter to their boss:
Sir,
I wanted to inform you of an ongoing issue I am having with your Casa Collision Center in El Paso, Texas. I am working with Charlie Hassoun (who has been amazing and patient), but wanted to make sure you were directly apprised of the situation as well.
To Charlie - I apologize that I am sending this out to the contacts at Casa besides you, but I want to make sure I have communications documented. Right now everything is just personal conversations with you, Jerry, John Warner, and Alfonso from Progressive and I have no record of the situation in writing.
In January, my 2011 Mustang GT CS (red) that was purchased at your dealership, and only had 1800 miles, was sideswiped by a driver near Ft. Bliss. The damage was relatively minor on the passenger's side. The customer's insurance company (Progressive) claimed responsibility. Progressive recommended that I use your body shop for the work.
I explained to John Warner, when the claim was filed, that I would be checking for swirl marks in the paint and overall good work when I picked it up and that I was very particular about my cars. I offered to take it somewhere else if it was going to be too much of an issue to expect perfect paint work. John assured me that the car would come out looking as if it had just come from the factory.
The body shop replaced the passenger-side quarter panel, took a dent out of the door and fixed up the passenger's mirror.
I was out of town when the car was finished (approximately 3-4 weeks later), and the body shop delivered the car to my house. The driver (another employee named John but not John Warner) of the car drove straight into a shop-vac in the garage, despite my wife’s attempt to guide him, scratching the paint on the bumper. His response: “Oops, sorry”. The same individual asked my wife to sign for the car by placing the paperwork on the trunk, and then got upset with her when she moved the paperwork off the freshly-painted surface. My wife informed them that there was going to be a problem because the car looked terrible. John seemed unconcerned. When she asked him what she was signing for, his response was "you just have to sign it so we can get our money".
When I arrived from out of town (February 26), I inspected the vehicle in person for the first time. The paint was horribly scratched where they did a poor job buffing the car. I found black paint on the front bumper, grille, and driver's fender. Black paint was not used in any work done on the car. There were other scratches and paint chips on these areas as well. In addition, the top of the spoiler, which was not damaged in the accident, had two scratches all the way to the primer and the black plastic on the deck lid was scratched beyond repair. The inside of the vehicle had red paint everywhere: inside the doors, cup holders, vents, radio controls, steering wheels and in the seats. Lastly, there was a blue burned-in mark on the rain guard channel on the passenger’s side where it appears someone hit some painter's tape with a buffer.
I immediately returned the vehicle to John Warner while Casa worked on it another 3-4 weeks. I picked it up last week and was told that it was ready and perfect.
The entire car was scratched again, even worse this time. Buff work was non-existent. There are dull marks on the hood and front bumper where someone hit it with a buffer. The spoiler, roof, trunk lid, and passenger's side are horribly scratched. There is overspray paint on the underside of the spoiler. There is a part on the trunk lid where they sprayed over a piece of painter's tape. The same thing occurred on the right side of the trunk lid near the trunk rain channel. There is also paint on the tires. There are bubbles in the paint. There is still a small amount black paint scattered over the front of the car and the chrome grille. Again, black paint was not used. The trim on the top of the car is oversprayed, and the black rubber is now red. The corners of the windows are oversprayed red.
There is still paint all over the interior of the car. The carpet is red in some spots, the entire dashboard, vents, and pillars have a red hue to them. The interior that does not have red paint on it is now dull, most likely because the body shop used chemicals that are entirely too powerful to try to get off the paint. Much of the interior is now a hazy white/gray color. The kick panel on the interior near the driver’s right foot is also red. Parts of the seats, controls, and steering wheel are also stained red.
The seatbelt does not work on the passenger's side. I was later told that this was due to a “factory issue”. The body shop did not even bother to replace the plastic trim piece near the seatbelt.
I spoke with Jerry and he seemed upset about the work, but also tried to tell me that the scratches that were in the car are present on all cars. I think we can agree that this is not the case, particularly in a car that has just been freshly painted and buffed (twice). Alfonso, the Progressive insurance adjuster, came over to look at the work. He said he noticed right away how bad the car looked and he knew I would bring it back.
I was speaking to Charlie (the sales manager) about the vehicle. Someone from the service department took the car back over to the body shop. The individual driving the car drove the front up over the parking curb lip at the body shop cracking the plastic on the lower front black plastic valence that comes standard on GT/CS. There are now additional scrapes on the passenger's side from this incident. Alfonso, the Progressive adjuster, witnessed this and was also there when I personally had to come over to the body shop to back the car off the parking bump stop.
The work needed to fix the car is far too extensive to fix in a few weeks. The interior pieces might need to be replaced, as the solvent that the body shop is using to try to remove the paint is dulling the surface and turning it white. This includes the carpet, vents, dash, radio, kick panel, and console. The car is going to need significant paint work. The entire car will need to be buffed by an experienced detailer. In areas where the car was not scratched from the buffer the body shop used, there are numerous other scratches that were not there following the accident. The spoiler will need to be replaced because the plastic under-portion is ruined. The rain channel trim on the roof will also need to be replaced because it is scuffed and painted red. The front lower black valence will need to be replaced because the employee from the service department damaged it when he drove it over the curb. The front grille will probably also need to be replaced because the black paint is not coming off the chrome or logo.
While I do appreciate how nice everyone has been, especially John Warner, Charlie Hassoun (who listened patiently to how upset I was) and Will from Service (I think that was his name), smiles and apologies are unable to fix the situation. As you can probably understand, after having the Collision Center tell me twice that the car was fixed and "perfect", I don't have much faith in their ability to continue to try to rectify this issue.
Thank you for your attention to this matter, and I look forward to hearing from you.
Sincerely,
Sir,
I wanted to inform you of an ongoing issue I am having with your Casa Collision Center in El Paso, Texas. I am working with Charlie Hassoun (who has been amazing and patient), but wanted to make sure you were directly apprised of the situation as well.
To Charlie - I apologize that I am sending this out to the contacts at Casa besides you, but I want to make sure I have communications documented. Right now everything is just personal conversations with you, Jerry, John Warner, and Alfonso from Progressive and I have no record of the situation in writing.
In January, my 2011 Mustang GT CS (red) that was purchased at your dealership, and only had 1800 miles, was sideswiped by a driver near Ft. Bliss. The damage was relatively minor on the passenger's side. The customer's insurance company (Progressive) claimed responsibility. Progressive recommended that I use your body shop for the work.
I explained to John Warner, when the claim was filed, that I would be checking for swirl marks in the paint and overall good work when I picked it up and that I was very particular about my cars. I offered to take it somewhere else if it was going to be too much of an issue to expect perfect paint work. John assured me that the car would come out looking as if it had just come from the factory.
The body shop replaced the passenger-side quarter panel, took a dent out of the door and fixed up the passenger's mirror.
I was out of town when the car was finished (approximately 3-4 weeks later), and the body shop delivered the car to my house. The driver (another employee named John but not John Warner) of the car drove straight into a shop-vac in the garage, despite my wife’s attempt to guide him, scratching the paint on the bumper. His response: “Oops, sorry”. The same individual asked my wife to sign for the car by placing the paperwork on the trunk, and then got upset with her when she moved the paperwork off the freshly-painted surface. My wife informed them that there was going to be a problem because the car looked terrible. John seemed unconcerned. When she asked him what she was signing for, his response was "you just have to sign it so we can get our money".
When I arrived from out of town (February 26), I inspected the vehicle in person for the first time. The paint was horribly scratched where they did a poor job buffing the car. I found black paint on the front bumper, grille, and driver's fender. Black paint was not used in any work done on the car. There were other scratches and paint chips on these areas as well. In addition, the top of the spoiler, which was not damaged in the accident, had two scratches all the way to the primer and the black plastic on the deck lid was scratched beyond repair. The inside of the vehicle had red paint everywhere: inside the doors, cup holders, vents, radio controls, steering wheels and in the seats. Lastly, there was a blue burned-in mark on the rain guard channel on the passenger’s side where it appears someone hit some painter's tape with a buffer.
I immediately returned the vehicle to John Warner while Casa worked on it another 3-4 weeks. I picked it up last week and was told that it was ready and perfect.
The entire car was scratched again, even worse this time. Buff work was non-existent. There are dull marks on the hood and front bumper where someone hit it with a buffer. The spoiler, roof, trunk lid, and passenger's side are horribly scratched. There is overspray paint on the underside of the spoiler. There is a part on the trunk lid where they sprayed over a piece of painter's tape. The same thing occurred on the right side of the trunk lid near the trunk rain channel. There is also paint on the tires. There are bubbles in the paint. There is still a small amount black paint scattered over the front of the car and the chrome grille. Again, black paint was not used. The trim on the top of the car is oversprayed, and the black rubber is now red. The corners of the windows are oversprayed red.
There is still paint all over the interior of the car. The carpet is red in some spots, the entire dashboard, vents, and pillars have a red hue to them. The interior that does not have red paint on it is now dull, most likely because the body shop used chemicals that are entirely too powerful to try to get off the paint. Much of the interior is now a hazy white/gray color. The kick panel on the interior near the driver’s right foot is also red. Parts of the seats, controls, and steering wheel are also stained red.
The seatbelt does not work on the passenger's side. I was later told that this was due to a “factory issue”. The body shop did not even bother to replace the plastic trim piece near the seatbelt.
I spoke with Jerry and he seemed upset about the work, but also tried to tell me that the scratches that were in the car are present on all cars. I think we can agree that this is not the case, particularly in a car that has just been freshly painted and buffed (twice). Alfonso, the Progressive insurance adjuster, came over to look at the work. He said he noticed right away how bad the car looked and he knew I would bring it back.
I was speaking to Charlie (the sales manager) about the vehicle. Someone from the service department took the car back over to the body shop. The individual driving the car drove the front up over the parking curb lip at the body shop cracking the plastic on the lower front black plastic valence that comes standard on GT/CS. There are now additional scrapes on the passenger's side from this incident. Alfonso, the Progressive adjuster, witnessed this and was also there when I personally had to come over to the body shop to back the car off the parking bump stop.
The work needed to fix the car is far too extensive to fix in a few weeks. The interior pieces might need to be replaced, as the solvent that the body shop is using to try to remove the paint is dulling the surface and turning it white. This includes the carpet, vents, dash, radio, kick panel, and console. The car is going to need significant paint work. The entire car will need to be buffed by an experienced detailer. In areas where the car was not scratched from the buffer the body shop used, there are numerous other scratches that were not there following the accident. The spoiler will need to be replaced because the plastic under-portion is ruined. The rain channel trim on the roof will also need to be replaced because it is scuffed and painted red. The front lower black valence will need to be replaced because the employee from the service department damaged it when he drove it over the curb. The front grille will probably also need to be replaced because the black paint is not coming off the chrome or logo.
While I do appreciate how nice everyone has been, especially John Warner, Charlie Hassoun (who listened patiently to how upset I was) and Will from Service (I think that was his name), smiles and apologies are unable to fix the situation. As you can probably understand, after having the Collision Center tell me twice that the car was fixed and "perfect", I don't have much faith in their ability to continue to try to rectify this issue.
Thank you for your attention to this matter, and I look forward to hearing from you.
Sincerely,
Accumulator
Well-known member
Matt3w- OMG, that's...uhm....words fail me 
At least you got it resolved...and just *WOW!* that somebody was able to do it. What a save! Sounds like "Danny" did some incredible work over those ~42 hours :bow
At least you got it resolved...and just *WOW!* that somebody was able to do it. What a save! Sounds like "Danny" did some incredible work over those ~42 hours :bow
Ben@3D
New member
Would love to see those pics. You could always upload them here.
:showpics
:showpics
The Enforcer
New member
Pics please? I read that whole letter and wanna see the car!!!!
Here is a zip file I put together of SOME of the "before" pics. They aren't named or captioned so hopefully they speak for themselves. The only after pic I personally have (the detailer has the rest on his computer) is this one, and you can't really see all the correction work...
Uploaded with ImageShack.us
Zip file link (50mb):
2shared - download Problems.zip
Uploaded with ImageShack.us
Zip file link (50mb):
2shared - download Problems.zip
imported_Prestige Detail
New member
OMG such a beautiful car! Love the way it handles too!