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 importance of written agreements and the potential pitfalls of verbal contracts. Her experience highlights a broader issue: the challenges faced by car owners when dealing with restoration shops, especially when it comes to delays and unfulfilled promises.
A Dream Unfulfilled
Jennie's husband, Len, had a passion for classic cars, particularly his 1938 Pontiac. He decided to restore it and sought out Wasatch Customs, a Layton-based restoration shop. With a price tag of over $16,000, including credit for the old engine, Len was confident that his dream car would be in good hands. However, what followed was a series of delays and broken promises that would ultimately lead to his untimely death.
The initial delays were attributed to the COVID-19 pandemic, which disrupted parts supplies and hiring. But as time went on, the reasons for the hold-ups became more convoluted. Wasatch Customs struggled to find mechanics with the necessary skills to work on the rare car, and the shop's owner, Mark Lambert, admitted that the project had taken longer than expected.
A Pattern Emerges
Jennie's story is not an isolated incident. Our investigation revealed a pattern of delays and unfulfilled promises from Wasatch Customs. Numerous Google reviews from car owners paint a similar picture, with some waiting three years and others, like Jennie, waiting six or even seven years. At least four car owners have filed complaints with the State of Utah, and the Division of Consumer Protection has slapped the shop with $27,500 in fines for deceptive practices.
The fines were a result of the shop knowingly receiving payment for services it failed to deliver. The division's director, Katie Hass, emphasized the importance of written agreements, stating that verbal contracts are legally binding but can be difficult to enforce. She advised car owners to expect some things in writing, such as the scope of work, payments, estimated costs, and deadlines.
The Emotional Toll
For Jennie, the emotional toll of the situation is palpable. She had hoped to complete her husband's dream, but instead, she is left with a car that has been in the shop for nearly six years. The car, now in arguably worse shape than when it arrived, serves as a stark reminder of the disappointment and frustration she has endured.
A Call for Accountability
The case of Jennie Johnson and Wasatch Customs raises important questions about accountability in the restoration industry. While mistakes can happen, as Hass acknowledges, the responsibility to make amends falls on the shop. If a restoration shop cannot fulfill its promises, it must find a reasonable way to make things right. Otherwise, it risks being seen as deceitful, as the state has deemed Wasatch Customs.
The Way Forward
For car owners, the key takeaway is the importance of written agreements. By having the scope of work, payments, estimated costs, and deadlines in writing, car owners can protect themselves from the kind of disappointment Jennie has experienced. It is not rude or inappropriate to expect some things in writing when dealing with tens of thousands of dollars worth of work. Instead, it is a necessary step to ensure accountability and good bookkeeping.
In the end, Jennie's story serves as a reminder that trust in the restoration industry must be earned through transparency and accountability. While the road to recovery may be long and challenging, it is a necessary step to ensure that the dreams of car enthusiasts like Len Johnson are not left unfulfilled.
