Installer messed up--what is my recourse?

[genesis712]

Whats on the bottom of that bolt, did they pull the headliner to put a nut on it?

IMO, if someone isnt grinding, welding, and painting... then it isnt "fixed".

At this point you should get labor credited back to you for sure.... the next step is really up to you and how much time you want to invest in this.

Do NOT let them fill the hole.

I actually dont know. They did not tell me voluntarily and once I questioned them, they told me that plugged it the same way the other hole was supposed to be done.

The instruction manual called for using plusnuts. So no interior panel was removed.

 

[johnnythunderr]

What shop was this? You might save some of us other PDX'ers a headache by helping us avoid this place at all costs.

Also, sounds like you've got it sorted, but if you're still looking for recommendations, VIP Collision Center on MLK and Rosa Parks have been a pleasure to work with in the past.

 

[PatrickBateman]

After looking at the pics...wtf! Smh horror story.

 

[totalnobody]

Omg

I would not accept there so called repair.
The bolt does not even look stainless so in a handful of months and it will rust.

Absolute minamal acceptable repair would be weld and repaint.

Or a roof skin replacement for a thousand percent correct repair.

You taking the truck home was an error, should have left it there until an agreed correction was made.
I would have them weld and paint if it was my truck.

Good luck
hate to see this happen to anyone.

 

[Engineer]

FrankenRunner

 

[houlds]

I was not expecting something like that from what was originally posted. OP I can't even comprehend how you mess up an install that bad then try and cover it up.

 

[crazi160]

I would be livid if I came to pick up my 4runner with holes like that.

Demand the refund and for them to pay to get the roof fixed properly.

 

[Thomasdan]

WOW. OP seemed to handle this very calmly.(not sure if he did) Don't know if I would be able to.

Second, I think this is the first time ever in the history of all 4 runner posts that everyone agreed on something. Baby steps for world peace. haha

WELD, GRIND, PAINT.. if a shop can't perform that.. Move on to a different shop.

cheers

 

[BELKA]

I think you need to ask yourself... if you were a consumer in any other industry requesting and paying for a service, what is your expectation for what you paid for?

Unfortunately, the answer is that you will need to fight it. I recommend getting an estimate at a body shop, documenting everything and sending the culprits a letter via certified mail that outlines what happened and the payment you expect to receive. The last line should be along the lines of "I truly hope that this will get resolved in a timely manner, otherwise I will be forced to pursue legal action". But shit happens... maybe offer them the carrot that you won't write about it on Yelp, Google, etc.

If that doesn't work, file a proper insurance claim and go through it that way, possibly even with a report. It may sound like overkill... but they basically screwed something up and didn't tell you about it. In any industry, that's criminal. Good luck. Hope it works out.

 

[Kenny Powers]

You taking the truck home was an error, should have left it there until an agreed correction was made.

Bruh- leaving your truck at that place would be like leaving your kid at Michael Jackson’s house after learning what he was up too.

 

[genesis712]

WOW. OP seemed to handle this very calmly.(not sure if he did) Don't know if I would be able to.

Second, I think this is the first time ever in the history of all 4 runner posts that everyone agreed on something. Baby steps for world peace. haha

WELD, GRIND, PAINT.. if a shop can't perform that.. Move on to a different shop.

cheers

I was calm primarily because I wanted to understand my options. I guess I had a sense of what was going on because they were in the shop for about an hour more and when I walked around to check, I saw 4 guys around the front..so I kinda was expecting bad news

I think you need to ask yourself... if you were a consumer in any other industry requesting and paying for a service, what is your expectation for what you paid for?

Unfortunately, the answer is that you will need to fight it. I recommend getting an estimate at a body shop, documenting everything and sending the culprits a letter via certified mail that outlines what happened and the payment you expect to receive. The last line should be along the lines of "I truly hope that this will get resolved in a timely manner, otherwise I will be forced to pursue legal action". But shit happens... maybe offer them the carrot that you won't write about it on Yelp, Google, etc.

If that doesn't work, file a proper insurance claim and go through it that way, possibly even with a report. It may sound like overkill... but they basically screwed something up and didn't tell you about it. In any industry, that's criminal. Good luck. Hope it works out.

Thanks for the steps man. I was just sitting down to do those things.
Its just bad timing but I suppose there is never a good time to have this happen to your truck

 

[genesis712]

Update

Just a quick update - I got a quote from a Toyota certified body shop and its what I expected (around 2K). The body shop did not want the roof rack attached to the truck and told me to get it off before doing any work on the truck (because its not OEM)

I am going to talk to the other body shop tomorrow just to get a second opinion but the method of fixing seems to be what everyone is suggesting - remove headliners, weld the holes shut, body work followed by paint + clear coat the entire roof.

 

[sn_85]

You taking the truck home was an error, should have left it there until an agreed correction was made.
I would have them weld and paint if it was my truck.

No it was not. What difference would that have made? The shop already gave some alternatives to correcting it and none of them included fixing it properly. They already fk'd up once you gonna let them fk it up twice? If they can't install a roof rack properly then I wouldn't trust them to fix the damage without cutting corners properly either. Nothing about what the shop has done says professional work.

The OP did the right thing by going home, collecting his thoughts, and asking for advice on here. No solution would have come by being hot headed and aggressive that night. He would have left his truck there and they would have raped it again. Better to go home and have a Toyota Certified body shop do the work and let them pay for the bill.

 

[Heavy_GD]

Just a quick update - I got a quote from a Toyota certified body shop and its what I expected (around 2K). The body shop did not want the roof rack attached to the truck and told me to get it off before doing any work on the truck (because its not OEM)

I am going to talk to the other body shop tomorrow just to get a second opinion but the method of fixing seems to be what everyone is suggesting - remove headliners, weld the holes shut, body work followed by paint + clear coat the entire roof.

I wouldn't recommend any dealer body shops... find someone who does custom welding and show car work... they will be busier but better IMO

 

[Superjet]

Have you contacted your insurance? Let them fight it out with the install place.

 

[Jetboy]

I wouldn't recommend any dealer body shops... find someone who does custom welding and show car work... they will be busier but better IMO

Non Toyota certified shops - I agree. I would avoid them. The Lexus service rep once told us that he didn't recommend using their own shop and that they don't use it for their own vehicles if they're damaged. It's not a pay for a sticker type certification like some manufacturers use. I think there's only one in about 10 toyota dealer body shops is Toyota certified.

But in my experience, a Toyota certified repair shop - they will be better than any other body shop - even the custom shops. I've been around a lot of different body shops. I've yet to see a single high end shop do the same quality of work as the Toyota certified body shop that repaired my 4Runner. For example - call any body shop you want and ask them about Toyota super white being single stage. They won't will believe you. They will call PPG and ask. PPG will tell them it's a base clear (which is wrong), and they'll go with that answer. Toyota shops know the difference. They will not repair with single stage, but they are trained and provided the proper products to get a proper match to the single stage. And they have very strict guidelines - like paint blend areas. There are a limited set of areas that they are allowed to blend old and new paint. So you'll never see a door blended for example. They'll paint the entire side. If the inner fender foam is delaminated - regardless of condition on the outside, they won't repaint it or repair it. 99% of shops will put an aftermarket fender without the foam internal cushion on and call it good.

And - I've never seen another body shop that will replace all the hardware with OEM. Not crap aftermarket plastic parts and clips. Toyota cert. shops do. So your panels actually fit when you're done. And they fit next year. And the year after... Custom car shops - never do. And they tend to really love bondo. Especially the hot rod shops. Toyota certified shops are not allowed to use body filler in almost any circumstance. And Toyota requires every tech to be certified by Toyota - and trains them on things like how to cut, where to cut, how to weld UHSS panels. Your local custom car shop - probably doesn't have a certified welder in the bunch and is just winging it. (We see the same from well known off road shops.)

Ultimately the point is that they have access to the best tools, they don't cut corners, and they're not cheap. But they do the repairs correctly with all OEM parts and OEM paints. They will weld with the correct steel and the correct filler rod.

 

[TCstang]

I would take a copy of the estimate from a body shop.

 

[genesis712]

I have it on me.
I still don't know if he is covering it by himself (out of pocket) or going through his insurance.

I would take a copy of the estimate from a body shop.

 

[genesis712]

Just a quick update to all you helpful folks on here.

I got a few quotes but there seems to be a difference in opinion on the type of work to be performed.

- All the toyota certified body shops suggested to do the weld,grind, paint route
- High end body shops in the area suggested to replace the entire roof - Their primary concern is the warranty should the weld not hold. As you would expect the quotes for this is double of the first method. Also I would be without my truck for 2+ weeks at a minimum.

Anybody have suggestions?
From what you guys have suggested, it seems like option 1 is pretty OK but I suppose I got doubtful because 2 other shops suggested replacing the entire roof.

 

[Engineer]

Just a quick update to all you helpful folks on here.

I got a few quotes but there seems to be a difference in opinion on the type of work to be performed.

- All the toyota certified body shops suggested to do the weld,grind, paint route
- High end body shops in the area suggested to replace the entire roof - Their primary concern is the warranty should the weld not hold. As you would expect the quotes for this is double of the first method. Also I would be without my truck for 2+ weeks at a minimum.

Anybody have suggestions?
From what you guys have suggested, it seems like option 1 is pretty OK but I suppose I got doubtful because 2 other shops suggested replacing the entire roof.

I think they are taking it a bit to far. I mean the roof won't be welded on by the factory robots or have factory paint, the next thing they are going to recommend is replace the entire 4runner

Sucks to be in your spot without a doubt but I think you are on the right path with weld and repair