In the world of classic car restoration, trust is paramount. But for one Utah woman, her trust in a local restoration shop has turned into a nightmare. Jennie Johnson's story is a cautionary tale about the perils of verbal agreements and the importance of written contracts in the automotive industry. It's a tale that resonates with many, as the lines between passion and patience blur in the pursuit of a cherished vehicle.
A Dream Unfulfilled
Jennie's husband, Len, had a vision: to restore his 1938 Pontiac to its former glory. With a price tag of over $16,000, he entrusted his beloved car to Wasatch Customs, a Layton-based restoration shop. But what was supposed to be a labor of love turned into a test of endurance. Six years later, the car was still not completed, and Len had passed away, never getting to drive his dream car again.
Delays and Disappointment
Delays plagued the project from the start. COVID-19 disrupted parts supplies, and the shop struggled to hire enough help. Jennie's husband, Len, regularly checked in with the shop, but the promised updates stopped coming. After months of silence, Jennie decided to seek help, and that's when she discovered she wasn't alone in her frustrations.
A Pattern Emerges
As Jennie delved deeper, she found numerous Google reviews from car owners facing similar situations with Wasatch Customs. Some had waited three years, while others, like Jennie, had waited six or even seven years. It seemed like a pattern was emerging, and the state of Utah took notice. The Division of Consumer Protection cited Wasatch Customs for deceptive practices, slapping them with fines totaling $27,500 in the last two years.
The Owner's Response
Wasatch Customs' owner, Mark Lambert, blamed the engine Len ordered, claiming it required extensive modifications. He promised the car would be done in May, but that deadline came and went. Lambert admitted the car had been sitting for weeks at a time and acknowledged that this wasn't the only project to go over the promised timeline. He attributed the delays to the difficulty of finding parts and skilled mechanics.
The Emotional Toll
For Jennie, seeing the car in its current state is emotional. She had hoped to complete her husband's dream, but now, the car is in worse shape than when it arrived. It's a stark reminder of the toll that time and uncertainty can take on a passion project.
The Importance of Written Contracts
In Utah, verbal contracts are legally binding but can be difficult to enforce. The Division of Consumer Protection's director, Katie Hass, emphasizes the importance of written agreements. Terms about the scope of work, payments, estimated costs, and deadlines provide clarity and accountability. She encourages car owners to expect and request written updates and good bookkeeping.
A Call for Accountability
While mistakes can happen, Hass stresses that repair shops have a responsibility to make amends. If a shop fails to deliver on its promises, it must find a reasonable way to rectify the situation. Otherwise, it risks being deemed deceptive, as the state has done in this case.
A Cautionary Tale
Jennie's story serves as a cautionary tale for car enthusiasts and restoration shops alike. It highlights the importance of clear communication, written agreements, and accountability. In the pursuit of a cherished vehicle, passion and patience must go hand in hand, and the lines between the two must be clearly defined.
