Shop expresses frustration over CAPA complaint responses

In recent months, Shanna Chong has sent complaints to CAPA about two separate Tong Yang bumpers and each time she received the same limited response from the company. 

Chong, an auto damage appraiser with Kuroda Auto Body in Waipahu, Hawaii, sent her first complaint on April 3 regarding a rear bumper cover for a Toyota 4Runner. She noted that there were gaps and that the bumper was not flush on the left and right rear corners. 

Chong sent the part to CAPA as a part of the complaint process.

CAPA sent a response on May 22 that said its test results on the part were “inconclusive in reference to the non-conformances that were described due to the condition of the part when it was received.” 

The company said it would be closely monitoring the part and has notified the manufacturer of the problems Chong observed. 

Chong again sent a complaint on June 17 for a different rear bumper cover on a 2018 Toyota 4Runner. She noted that the fitment on the left and right side had a gap and that the primer line interfered with painting because it was too high. 

CAPA responded on August 7 with the same response of “we are writing to inform you that the test results are inconclusive in reference to the non-conformances that were described due to the condition of the part when it was received. CAPA will be closely monitoring the part and has notified the manufacturer of the problems that you observed.” 

“It’s a little disappointing because to me that tells me it is a general term for anything and it doesn’t explain if they tested it or even looked at it,” Chong said. “It was nice they were able to pick up the part, but it doesn’t feel like a firm resolution.” 

Repairer Driven News asked CAPA to explain what type of testing happens with these types of complaints and how a test could be inclusive.

“Testing results may be considered ‘inconclusive’ if standard testing procedures cannot be performed.” CAPA responded. “If a part is modified from its original form, it cannot be properly evaluated. Other reasons for an ‘inconclusive’ result include but are not limited to: damage caused by shipping, or if the part cannot be installed on a vehicle to evaluate fit concerns.”

Chong said both parts were painted but that shouldn’t interfere with whatever testing CAPA is conducting, she said. 

“I think it is important that we know that if these parts are going to be certified that they are doing what they are supposed to be doing and they are held accountable for it,” Chong said. 

Shops should also be notified about decertifications, she said. 

“The reality is that these aftermarket parts aren’t going away, something should be done in cases where we have these types of issues,” Chong said. 

Insurance required the aftermarket parts on both repairs, Chong said. In both cases she documented the issues with photos to prove to the insurance company the aftermarket part wouldn’t work for the repair, she said. OEM parts were then ordered. 

In the first case, the vehicle was released to the owner on March 3 after the aftermarket part failed and then rescheduled on March 27 for the OEM part. During the second repair, the vehicle was given back to the owner on May 27 and rescheduled for the OEM part on June 12. 

CAPA has decertified 42 parts so far this year with 19 of those parts were manufactured by Tong Yang, according to data provided on CAPA’s monthly decertification lists. 

Fifteen of Tong Yang’s parts that have been decertified are described as bumpers. Front bumper covers lead the decertifications nine, followed by rear bumper cover at four. 

Hyundai Elantra was the model with the most Tong Yang decertifications at 3. The Lexus RX 350 followed with two decertifications. There was one decertification for the Toyota 4Runner, the model both of Chong’s parts were for. 

As for manufacturer, Tong Yang has seen 4 parts decertified for Toyota vehicles, along with 4 parts for Hyundai. Honda follows with three Tong Yang decertifications and Lexus with two.

Chong said that while she was disappointed with the result, she found the process easy.

“Putting in the submission for tracking, putting in the complaint, all of that is easy,” Chong said.

This including working with Intertek to get the part picked up and a refund for the part. She added that all of her emails were promptly replied to.

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Feature and embedded photos submitted by Shanna Chong