ComplaintsforDon-Mor Carstar Collision

• Initial Complaint

  25/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* had my car for doors repair between Oct. 10th to Nov. 14th, 2023. They cracked the windshield and won't admit and simply putting it on me. Picked up the car on November 14th and it was in really bad condition, dirty inside out, seat covers removed, left some paint marks inside and out, they left a flashlight inside the hood and door wasn't closed properly, left some scratches on the car, some paint on the headlight, missed some trunk cover screws. The repair job was done very immaturely AND THEY CRACKED THE WINDSHIELD. They even had no decency to clean or wash the car before handing back to me.Unfortunately I didn't noticed the crack because it's too low and on the black shade of the windshield and nobody could have noticed it and it was little dark when I picked up the car.informed the insurance the next day and went back to ******* and spoke with the manager and he said we'll look into.Response from Don-Mor: *** we discussed, the crack in the windshield was determined to not be related to the collision as the crack was not present when the vehicle arrived at our facility on October 10, 2023.We have reviewed all of the documentation on file and can confirm that the crack was not present when the repairs were completed and you picked the vehicle up on November 14, 2023.Ive attached photos of the windshield when your vehicle arrived at our facility and when the repairs were completed for your reference."Yes I had a small chip crack on driver's side but it's NOT cracked from it or on that side, so coincidentally it's cracked from the same passenger's side they had repaired the car. THEY HAVE CRACKED IT AS IT'S ON THE SAME SIDE THEY REPAIRED.Please see the pictures attached, taken on Oct 10th when car was dropped off, 2 pict pictures sent by ******* you can't really see the crack.BBB I just want the windshield repaid/fix or compensated by this business. Please feel free to contact me if you have any questions. Thanks

  Business response

  26/04/2024

  We have completed a thorough investigation of this matter and are unable to find any evidence that the windshield crack was a direct result of any action taken by any of our employees; furthermore, our evidence shows that the windshield was not cracked when the vehicle arrived at our location on October 10, 2023, nor when it was picked up from our location on November 14, 2023.  We do have evidence that there was a substantial amount of stone chips on the windshield. 

  Stone chips are a normal occurrence during daily operation of a vehicle and over time, especially during temperature changes, these chips can crack.  One reason why chips crack is that moisture gets into the glass, freezes and then expands.  Another is significant temperature changes such as using your defrost or moving the vehicle in from a cold environment into a warm environment such as a heated garage etc.  During the check in procedure on October 10, our detail department noted that there were several stone chips and a scratch on the glass as indicated by the green auto-writer.  It is possible that one of the chips in the windshield spread into a crack due to the weather change after you picked up the vehicle.   
  
  On November 14, 2023, when the vehicle was picked up, the vehicle owner reported that there were scratches on the front bumper they felt should have been repaired and the vehicle was not cleaned to their satisfaction.  Our production assistant reviewed the documentation and spoke with the customer.  They determined that the front bumper scratches were present prior to the vehicle arriving at our location and were not covered as part of the insurance claim.  The production assistant offered to have the vehicle cleaned again for the customer before he left with the vehicle but the customer declined.  
  
  On November 20, 2023, the customer returned with the vehicle to report the windshield crack.  As the vehicle had been in the care and control of the customer for 6 days and the documentation on file showed no crack when the vehicle left the facility, the customer was advised we could not warranty the windshield.  Since that date a thorough investigation has been conducted by the management team and we were unable to find any evidence that the windshield crack is as a result of any actions taken by our staff and we are unable to cover the windshield replacement at no charge. 
  This information has been provided to **************** as well. 
  
  The first 2 photos were taken on October 10, during check in and show multiple chips in the glass but no crack.
  The 3rd photo was taken on November 13, during the final inspection and clean once repairs had been completed.  This photo shows no cracks in the glass.
  The 4th photo was taken on November 20 when the vehicle was brought back to our facility with a crack.  
  
  If any additional information is required, please advise.
  Thank you

  Customer response

  30/04/2024

   
  Complaint: 21627879
  
  I am rejecting this response because:

  I'm rejecting the business response because: 

  
  BBB please be advised the damage to the windshield is on the passenger side of the vehicle. When I brought my vehicle to the garage, the damage was on the passenger side that I had needed fixed. The pictures that are provided by ******* do not show anything that substantiates that the damage to the windshield was not made at the garage; the pictures are all referring to the driver's side of the vehicle. There is also a lot of reflection from the lights which makes it difficult to see what exactly is being pointed out. 
  
  As previously mentioned, I had picked up the vehicle in the evening and had not noticed the damage until a few days later, at which point I brought my vehicle back to the shop to notify them of the crack. I believe that when the side panel on the passenger side, above the wheel, was being fixed/repaired, that is when the crack to the windshield happened. As you can see in the pictures attached (PXL_20231010_140710168 and PXL_20231118_032952619) the crack starts right at the corner where the panel was fixed. 
  
  The crack that you can see in the picture provided, it is not one that is made by stone chips or a rock impact. I had brought my vehicle to an auto glass shop that also stated that the damage looks to be one made as a result of a panel/door/windshield being replaced or repaired but definitely not a rock or stone chips.
  
  There also was a sticker in picture (pict_2023-10-10_11.12.19) on the windshield behind the rearview mirror that was stuck very strongly. When I picked up the vehicle, that sticker was not there. That makes me think that maybe the windshield was removed during the repair and may have cracked or when it was put back. Otherwise, there is no explanation as to why the sticker was removed.
  
  Re. the cleaning of the vehicle, he never offered to clean up, he said the wash is closed now but I can rinse the car with the water hose which I declined because I was really disappointed with the service provided to me.
  
  PXL_20231010_140700052           damage before the repair
  
  PXL_20231010_140702095           damage before the repair
  
  PXL_20231010_140710168           shows panel for repair 
  
  pict_2023-10-10_11.12.19            shows sticker behind rearview mirror
  
  PXL_20231118_032952619           shows crack when first noticed, theres clearly no stone chip or rock marks
  
  
  Please let me know if you've any questions.
  
  Thanks,
  ***************************
  

  
  

  Business response

  08/05/2024

  I understand the frustration and concern.  The sticker that is being referenced appears to be residue left from a sticker, not an actual sticker.  Our detail team does a wonderful job at getting the vehicle ready for our customers to pick up.  It's part of their normal process to clean all of the windows.  When I look at the check in photos compared to the completed vehicle photos, it shows that the detail team went over and above the standard expectation and were able to remove all of that residue from your windshield.   I've attached some additional photos of the vehicle after it was cleaned on November 13 showing the level of clean that was provided.  
  
  Unfortunately, the windshield was not cracked as a result of misconduct by any of our team and all our evidence shows that it was not cracked when you picked the vehicle up so I am unable to cover it under warranty.  
  
  
  

  Customer response

  13/05/2024

   
  Complaint: 21627879
  
  I am rejecting this response because: You are pathological liars and youve lies for everything. Once again, the pictures you have referenced do not show the damage that is my concern. You are saying you did a thorough job at cleaning the car, however, you can still see dust on the door and the floor mats in the pictures. Please stop with all these lies. I am not concerned with the car cleanup anymore, the concerns I had mentioned in my previous message, none were addressed, and instead, lies and lies are being told for things that are not my main concern. I own the vehicle, so I know that it was a sticker on my windshield instead of residue. It seems like we are going in circles and no definite answer is being given by your business. To maintain the client relationship, your business should have taken my complaints in a more serious manner and tried to resolve the case, instead of going back and forth and attempting to make it seem like your garage was right in regards to everything and my problems were not any of your concerns. I will be forced to take this matter legally as no resolution is being offered by your business.
  
  Sincerely,
  

• Initial Complaint

  08/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is in regards to my 2003 VW ***** wagon *** at Don-Mor Carstar at **** ******* ** ****** **. I now identified another issue with the workmanship at Don-Mor and in good faith, I can no longer allow their work go unheard. My experience with Don Mor started on Jan 31/23 they were professional, pleasant and had everything ready for us. After 3 weeks or so I pick up the vehicle, and noticed the following issues: 1. the radiator was not fixed/replaced - it was damaged during the crash 2. the license plate cover/holder screws were replaced with inferior screws (original screws were fine and thrown out as per the shop manager) In a couple of weeks I picked up the vehicle and more issues were identified: 1. The hood was bent, centre grill broken 2. Windshield wipers did not work 3. Headlight wiring not correctly installed On March 1st, I picked the vehicle up for a third try. The windshield was now cracked. ***** a manager from Don-Mor would contact me to address the cracked windshield, they recognized their wrong doing. My vehicle was only picked up March 20th. I had a necklace hanging from my rearview mirror, it was left broken inside my cupholder. I was not notified. I contacted ***** to advise her, I am still waiting for a response for their lack care for my vehicle. I've now noticed the anti-freezeis not Volkswagen compliant. This is concerning. I'm having the antifreeze flushed and replaced. I will no longer contact Don-Mor, I do not trust their workmanship. Don-Mor did not have a quality check process, and demonstrated their lack of care for me and my vehicle. In every interaction (there were 4 as per above), I requested they let me know if something went wrong, or if they came across any issues they need to make me aware. I'm not valued! Their website states: "No matter what happens, we'll make it un-happen" also "Our repair process restores your damaged vehicle to pre-accident conditions and gets you back on the road sooner", this is not to be true.

  Business response

  23/05/2023

  Good Afternoon,

  Thank you for reaching out. We recognize how frustrating bringing your vehicle back to our repair shop multiple times has been, but we do believe we've rectified each of the issues with exception of the license plate cover/holder screws.

  1. Radiator damage - this was missed during our initial repair plan inspection and supplementary repairs have since been completed. Please accept out apologies for the inconvenience. 

  2. License Plate Cover/Holder Screws - we use stock screws from Wurth Canada for license plate screw replacements. We'd be happy to reimburse you for replacement screws of your choosing. Please submit an invoice to us and we will issue payment.

  3. Hood/Grille/Headlight/Windshield Wiper concerns - supplementary repairs have since been completed.

  4. Windshield Crack - your windshield did crack while the vehicle was in our care, we've already replaced it for you free of charge.

  5. Anti-freeze Coolant - we replaced the coolant in your cooling system when the radiator was replaced with fluid that was a different color, but met OEM specifications. It is our understanding that your insurance company has completed an inspection of this vehicle and has already agreed to cover the cost of having the coolant flushed and refilled.

  6. Necklace - we recommend that all personal property is removed from vehicles left at our facility. With that said, we do our best to care for anything that is left in vehicles. When the windshield was removed from your vehicle, we removed it from the mirror that is mounted to the windshield glass and placed it in your cupholder. We are unfortunately not responsible for personal artifacts left in vehicles.

  Customer response

  26/05/2023

  
  Complaint: ********
  
  I am rejecting this response because there is no admission of responsibility.  I am disappointed with the lack of care, attention to detail and respect demonstrated towards me and my vehicle. My vehicle went in for the repair of the bumper and radiator support and came out with "5" additional issues. How is this even possible? Was the vehicle reviewed for completion or if any other issues transpired during the original repair? No!  If I had not done my due diligence, I'm not certain what the condition of my vehicle would be today. 
  The plate screws were addressed at the 2nd interaction with Don-Mor, I do not need any reimbursement! The individual responding to my complaint has not reviewed my file at Don-Mor or spoke with anyone at their establishment to confirm that the screws were correctly replaced. 
  I'm going to respond to the following items:
  5. Anti-freeze Coolant - Don-Mor's response is confusing and wrong. If Don-Mor replaced with the anti-freeze with OEM equivalent anti-freeze, why would my insurance company offer to pay for a radiator flush and replacement of the fluid? I have researched and confirmed my vehicle requires G12 coolant, it has a specific colour (pink). Over time, this could damage my engine block. Please have Don-Mor provide the brand and reference code of the anti-freeze used. If the correct fluid was used, the colour of the anti-freeze would not be brown!
  6. Necklace -Once again I'm disappointed by Don-Mor’s response. This is an excuse and confirms my above admissions (i.e., lack of care & attention to detail). The rear-view mirror was not an area to be worked on based on the original repair, why would I remove these items? The necklace was whole, once broken and placed in the cupholder, why was I not made aware of the damage. Or receive an apology of said damage.  I messaged ***** (Operations Manager) with a picture and details of the damage; I did not receive a response.  Don-Mor is 100% responsible for damages to my vehicle, it does not give Don-Mor full reign to do as they please. We would not be in this situation if Don-Mor demonstrated care and attention to detail with my vehicle.
  During the multiple attempts at repairs, did Don-Mor demonstrate care for my vehicle? No, they did not! Did Don-Mor verify if everything was fixed correctly< No, they did not! Did Don-Mor verify if anything else was damaged? No, they did not! Did Don-Mor advise me of any others and/or let me know and fix it without me bring it to their attention, they did not!
  They did not meet their standards as stated on their website; "NO MATTER WHAT HAPPENS, WE’LL MAKE IT UN-HAPPEN!" And, “OUR REPAIR PROCESS RESTORES YOUR DAMAGED VEHICLE TO PRE-ACCIDENT", Don-Mor made it worst, on multiple occasions!
  In conclusion, I don't want monetary reimbursement. I want acknowledgement of the errors and Don-Mor to take responsibility for ALL errors they committed. I would like a letter mailed to me stating all their wrong doings and apologizing for their errors.
  
  
  Sincerely,
  
  ****** *******

  Business response

  26/05/2023

  Hi ******,

  
  Thank you for taking the time to reply. Please accept our sincere apologies if you feel as though we’re dismissing your concerns with the process you’ve endured – make no mistake, your experience was less than ideal, and we take that seriously. We didn’t live up to our expectations or yours, and for that we are sorry.

  
  We’ve provided internal coaching to members of our staff and have improved our Repair Plan Audit process. Your vehicle did go through several quality verification steps, but we dropped the ball on identifying damage to the radiator area and identifying that your windshield was damaged while at our facility.

  
  We do feel that we’ve resolved the outstanding issues with your vehicle through as series of corrective repairs that had been completed at our facility before you submitted a case to the Better Business Bureau.

  
  To address the remaining items in your list below:

  
  2. License Plate Screws – you’re correct, the license plate screws were already replaced during a corrective repair at our facility, and we do have documentation of such in our files.

  
  5. Coolant - you’re correct that Volkswagen requires G12 engine coolant to be used in your vehicle – please see the attached PDF document outlining coolant mixing precautions published by Volkswagen. The original coolant ZVW 237 G12 (Pink) has been replaced by G 012 A8F A4 (Purple). This coolant may appear to be a brown-like color inside of the reservoir container.

  
  6. Necklace – we’ve attached several photos for your review, it appears that there are two different necklaces that were in the vehicle when it was dropped off for repairs. During check-in there was a necklace hanging from the rear-view mirror (1) and a second that was noted by our staff in the cupholder (2). We take photos of completed vehicles before they leave the facility, and the same necklace is visible hanging from the rear-view mirror both when the glass technician was installing the replacement glass (3) and in our wash bay (4). Could you please give us more details on what necklace was damaged, and where it was placed? The photo you sent to ***** (5) shows the smaller necklace in the cupholder, which is in the same place it was photographed when it arrived at our facility (2).

• Initial Complaint

  15/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 30th I took my vehicle to carstar for some body work (insurances preferred shop). Got it back 2 weeks later and saw they had replaced the radiator. Heard a fan running after turning off the vehicle the night I got it back. I figured Id call on Monday and ask as it was a Friday. Next day it dies in the middle of the road. Couldn't reach carstar so had it towed to Hyundai. Had it assessed and was told it was a cylinder head gasket from it over heating which was caused my not filling up the coolant correctly. Carstar got the insurance company involved and they tried to say it was me not doing oil changes until I proved that wrong. Now they sent me a letter saying it had to do with the recall but I got a letter from Hyundai stating otherwise and they also state it was not due to just wear and tear. Carstar won't pay to fix my vehicle and everyday I'm paying for a rental while it sits at Hyundai. Fix my car!

  Business response

  15/09/2022

  Please note that this vehicle was taken to a Kia dealership by the customer and the customers concerns were under their Kia warranty.  We covered the rental vehicle charges as a customer service gesture.

   

  This concern is resolved.

   

  If you require any additional information, please contact me anytime.

  Customer response

  15/09/2022

   
  Complaint: 17606371
  
  I am rejecting this response because:
  

  Economical had someone inspect the vehicle and deemed carstar liable for part of my engine damage but part of the damage was due to Hyundai's engine issues. So Hyundai put the engine replacement thru as warranty. Carstar was responsible for replacing the radiator and car rental as this happened due to improper installation. 

  
  Sincerely,
  
  Krista Stevens

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