Complaint Review: Lucas Auto Care

Lucas Paint and Body's manager in Houston, Grady, agreed to pick up my 2008 BMW X5 for repair (rear bumper and drop down tailgate) and then and drop off when it is fixed; it was picked up on April 22, 2014. He sent me an email confirming that repair would be completed by the end of the week. I emailed him some pictures of newer bumper that I wanted to have installed instead of 2008 bumper. After receiving pictures; Grady called me and said that he will with newer bumper as it was in the picture of a newer BMW X5. The car wasn't fixed for 2 weeks and, when I called, he said he was not able to replace with the newer bumper and offered me $500.00 ($250 to offset my insurance deductible and another $500 since he couldn't fulfill his promise to install newer and painted bumper). I got a little upset but decided to accept his offer. Grady agreed to deliver the car to me May 9, 2014 but failed to deliver. He finally delivered on May 10, 2014 and left it in my driveway; I wasn't home. I came home and when I was pulling in to my driveway; I noticed many problems from distance. I inspected the car and found the following problems:1. Rear bumper was not installed correctly; it wasn't seated properly causing bumper to look weird; I could stick my fingers through the gap between the bumper and the tail gate and some areas were rubbing the edges of tail gate.2. Lucas Paint and Body was paid to replace drop down tailgate with a new part; it didn't look like a new part when I opened up the tail gate. 3. Multiple long and deep scratches on right side of the bumper and the fender. Please see attached photos4. Deep scratches from the left fender to the upper tailgate by the wiper blade; they tried to hide those scratched with mis-matched paint causing those areas to show scratched and lousy job from distance. 5. When I started the car and tried to move a bit in my drive way; the rear end of the car started to make scratch noise. I immediately contacted Lucas Paint and Body and spoke with Grady; he said they did not cause any damages to the car and the bumper was installed correctly. Grady asked me If I could prove if these scratches were not there before and I said "yes" I have proof and then I sent him photos. Grady agreed to fix the bumper and scratched but did not concede that he repaired the tailgate instead of replacing it. I requested him to let me see the old part but he refused. The picture of tailgate is also attached here.And finally, because I complained about the poor quality work and questioned their honest in replacing the drop down tailgate, they asked me to pay the entire amount and removed the discount of $500 they offered me that I mentioned above. I did pay the entire invoice.