Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Initially went there to get a diagnostic on January 19. Got my diagnostic, paid the $200 something and told them I would be speaking to my insurance. Insurance got back to me in March. I brought my car in March 6 to get my harness replaced. My insurance person spoke to whomever was at the shop and said that’s how much it would be. When the shop called me I kept getting different answers that apparently it’s going to be more money and they’re not going to work on the car until they speak to my insurance even though they already spoke to them. They got in contact with my insurance and somehow some way now the amount they had sent me was correct. I never once got any pictures or videos that the dealership claims they give after every diagnosis. They were rude from the very beginning all of them especially their service manager Carlos. I got my car back Thursday March 7, on the highway all my dash lights turned on. I called the dealership they told me to bring it back they would check it. Brought it back but none of the lights were on so they did not want to check it. They said if it happens again to bring it back tomorrow March 8. When it was brought back and they were “diagnosing” it they said my cousin cut the sensor wire… my sensor has been missing for over a year and a half which ********** ***** has proof of it. They repeatedly kept blaming me and my cousin for what was wrong with my car. They did not want to own up to messing up my car. They tried lying to the point that they said my sensor was there from the beginning. After arguing with Carlos the manager and Dashawn for 20 mins, towards the end they said it was a turbo issue. How is it that they got paid almost $4 grand and messed up the turbo in the process? I asked for the recording of the calls and the videos/pictures but never got them. Carlos kept saying his tech has been doing this for 25 years but couldn’t see it was a turbo issue from the jump? They just wanted to save themselves.

  Business Response

  Date: 03/20/2024

  Ms. ***** initially brought her car in with a check engine light complaint.  Our initial diagnosis was that there was evidence of rodents/animals chewing the wiring harness so we recommended a new wiring harness.  She took the vehicle without having the repairs done.  Her cousin brought the vehicle back for the replacement of the wiring harness on March 6 and insurance was paying for the repairs.  At this time, the vehicle no longer had a front bumper and there were cut wires from the bumper harness.  Her cousin stated that he had been in an accident and that was the cause of the bumper being removed. We replaced the wiring harness that was originally diagnosed.  The vehicle was returned to us on March 15 stating there were additional check engine lights and the vehicle appeared to be in limp mode.  We found codes that indicated a turbo issue and a front camera issue. We informed her that the turbo issue was the cause of the vehicle being in limp mode and that this repair would be covered by the factory warranty.  However, we told her that the camera codes were a result of the bumper harness being cut and that this would not be covered under warranty.  She refused all of the work and took her vehicle.

  Customer Answer

  Date: 03/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Once again they are lying. If my cousin was in a car accident like you state he was where is the evidence on my dash cam? Where is the rest of the damage caused my the so called accident? Now ya spitting more lies that everything is on camera. Like I previously said my car hasn’t had the sensor for a year and a half because the sensor was stolen. My cousin never stated he was in an accident he said he wanted to get a closer look at the wire that the person whom stole my sensor to see how it could get replaced/fixed. They only found the codes after 20 mins of arguing with them that my car never had the sensor on it for a year and a half. Your mechanics have been doing this for 25 years but couldn’t find the correct code and that there were no other codes popping up though right? Like I said I’m still waiting for all the videos and pictures taken from every single time I took my car in. In those pictures it should show proof if my car was involved in an accident. You’re a dealership, do better. Absolutely I took my car to ********** ***** because I did not want more damage done to my car from their 25 years experienced technicians. 
  Sincerely,
  
  ******* *****

  Business Response

  Date: 03/22/2024

  We will rely upon our first response as this rejection does not state anything different from the original complaint.

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dad and I went to Schaller ****** looking for a car since I needed one for college. We were directed to one of their salesmen Michael C***, who after searching for a car within our price range and discussing options led us to a 2016 ****** ********, which had serious issues he did not disclose to us. He was extremely rude and overbearing and would talk over us when we would discuss the car and avoid speaking in detail about the car's history or problems. On the test drive, my dad, being experienced with cars and who has worked on cars for a large period of his life, heard some noises, but C*** assured us that there was nothing to it and that the car was in "perfect condition." He went on and on about the "deal" that we were getting and how the car was in amazing shape, but he did not disclose that the transmission was extremely damaged and the car was not going to last very long. I am a student and desperately needed a car for school, so we went along, believing the car is in great shape and set down a 3,000 down payment and 15,000~ loan for it. C*** was unforgiving about our doubts and continued to assure us that the car was good and this would be the best deal we would get anywhere. We spoke about other dealerships that we had gone to, and he looked at us with disgust and said, "Really? That's disappointing for you". Once we had finished the paperwork, we got in the vehicle, and he went over how to use the inner controls. The right headlamp was not working and my dad pointed that out. C*** went outside the vehicle and banged on the headlamp with his hand until it stuttered to come back on. We also noticed deep scratches around on the back bumper and when we brought it up to him he completely ignored us and changed the topic. He was aggressive with the inner controls and would grab my hand to "show" me how to use them (I'm a 19 year old female college student). This was the worst experience with a business I have ever had, and I felt extremely uncomfortable.

  Business Response

  Date: 01/02/2024

  We are sorry that Ms. ****** is unhappy with her vehicle.  According to our records, we replaced the headlamp about a week after her purchase.  She came back in about 2 months after purchase with a drivability concern that resulted in us performing a software update.  She brought the vehicle back in September for an oil change and registered no other concerns and we have not seen the vehicle since then.  If she feels there is something wrong with the vehicle, we encourage her to bring it to our service department to have it looked at.  She is welcome to contact our ****** General Manager, Vince G*******, at ###-###-#### at any time to discuss her concerns.

  Customer Answer

  Date: 01/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The point is we were told the car was in perfect condition at the time of purchase, and the transmission has gotten worse since. The headlamp should have not been broken in the first place, and Mr. C*** had no place in acting that way nor have you addressed his behavior. We brought in the vehicle 2 months in not to perform a software update, but to change the transmission under the warranty but that was denied by your service desk. I'm not looking for anything other than a discounted/free transmission because you never told us about it before purchasing the vehicle.

  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 01/05/2024

  There is no new information in this latest communication, so I am unsure what additonal reply could be expected. Please refer to our previous answer. 

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My check engine light came on and I took my car in to ***** for service. I was told that my car needed a catalytic converter but it was on backorder. On Oct. 5th I called ***** and I was told that the part came in. I made an appointment and on the day of my appt, I was told that my part never came in and they don't know when it will come! Mind you my check engine light has been on since July with me still driving the car and no one responds to me when I call the dealership!

  Business Response

  Date: 11/06/2023

  I can see from Ms. ****** phone screen shot that she dialed our service department on October 5 at 1:25pm.  I presume that this is when she claims someone here told her that her part had arrived.  Whether that is true or not, I can confirm that our Parts Manager has validated that Ms. ****** part is still on backorder and that she is not the only customer of our dealership waiting for this same part.  As we do not manufacture the parts, we cannot provide any information beyond that which is provided to us by American ***** about when we will receive this part.  As of right now, there is no estimated arrival date available for this part.

  Customer Answer

  Date: 11/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did not ask about other customers or anything like that. My issue is that I have been waiting since July 2023, I was notified that my part came in and when I arrived for my scheduled appointment, I was told something else! It would be nice for you to have a little bit more respect and courtesy for customers than what you replied with.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 11/13/2023

  I'm sorry that Ms. **** doesn't like my previous response.  

• Initial Complaint

  Date:11/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/15/23 I went to purchase the car of my dreams. They advertised a 2023 ***** *******. I picked it up on 7/20/23. The next day as I was putting my things in the car I opened up the center console. It had about 2 inches of water in it. I call the salesperson, Desiree on Monday morning when they opened. She said it must have been left there when they cleaned it. I accepted that explanation. Within a couple of weeks the smell overwhelmed me. The car is always garaged. I called my local ***** dealer and they went through the car trying to find out where the smell came from. They called in the ***** representative. They took out the seats, carpets and center console. They found water and mold. They said it was in a flood. I called Schaller ***** and I tried to explain the problem. No one wants to talk to me. I emailed Russ S******** and Art Schaller. They said I couldn't prove the car was in a flood there. I should call my insurance co. I didn't do anything wrong. I just want a car. I haven't had a car in almost a month. I am still paying on it. It can not be driven. I know there was heavy rain and flooding in July in ***********. ******** ***** in *********** ** has the car now. The service manage knows all about the problem. My insurance company is **********. They have been there to see the car. I filed a complaint with the attorney general of ***********. They have referred it to the Consumer Protection Department. Please try to help me. I need a refund so that I can buy another car. Thank you.

  Business Response

  Date: 11/03/2023

   As the customer also filed a complaint with the ** ******** ********* ******, our reply here will be very brief.  We feel that we have provided the customer with the proper advice in suggesting they contact their insurance carrier about this matter.   

• Initial Complaint

  Date:06/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around May 23, ***** ******* and his sister ***** ***** brought ***** 2009 ***** *** to Schaller to diagnose and fix certain problems. Schaller Service Pro Scott gave them an estimate sheet for the needed work and and a hand-written amount it would cost.: $998. The sheet also listed recommended repairs, but these did not have prices on them. Scott told *** in advance that there would likely be an additional repair cost of about $125 or more. Thus they were expecting to pay between $1,150 -and $1,300 for “all the work”. The work was completed on Wednesday, May 31. Scott telephoned us to say the work was done and that the bill came to more than $3,000 ! When ***** brought the car in the morning on May 31, Scott met her and asked if *** had wanted ALL the repairs done, and ***** naturally said, " Yes ." This is the problem. ***** assumed Scott was talking about work for which a price was written on the estimate. Scott should immediately have told ***** that doing all the work would cost around $3,000. He did say doing “all the work” would "cost a lot more" - but he did not take the time to tell us the specific additional work would be done and what each recommended repair would cost. ***** and Lou were prepared for maximum $1,300 bill and feel that Schaller withheld accurate information about actual cost. Scott and the lady at the service desk, should have ensured we understood the scope of the revised work order and its exact cost. ***** ***** in not asking, but the greater fault was with Scott in not telling us the additional costs Schaller would charge us. We believe basic contracting always calls for: 1. Reviewing/confirming each repair to be done 2. Giving the customer realistic estimates of costs for the work We think that Schaller did not explain costs they charge, and did not obtain our agreement to pay them costs they charged but did not tell us about. Demanding we pay an additional $2000 after the fact is not justifiable.

  Business Response

  Date: 06/01/2023

  According to Chris S******* our Honda Service Director, he spoke with ******* who said she is *****'s wife, and a resolution to this situation was reached.

• Initial Complaint

  Date:04/17/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have received a mail offer invitation from Schaller ***** to come in on April 1, 2023 to take advantage of a promotion to buy back my vehicle for an “Above Market Reimbursement Allowance.” For coming in and attending this promotion Schaller ***** was offering a $10 ****** gift card to every participant. Since I purchased my vehicle new from Schaller ***** a few years ago and was interested in potentially upgrading to a new one I decided to take the time to come in and take advantage of the this offer. When I arrived at the dealership I was greeted by a person at the front desk who asked for my invitation letter, which I provided. When I inquired about the $10 ****** gift card she told me that they ran out that morning but if I provide my contact information one would be emailed to me later that day. Right away I knew something was not right because why would the number of gift cards be less than the number of promotional mail offers that Schaller ***** sent out to customers? After a week went by and I haven’t received a single call, email or text, I called Schaller ***** and spoke to the general sales manager Mike. Mike told me that he would reach out to the person in charge of the promotion on my behalf ( like he was doing me a favor) after he told me that I need to give Schaller ***** an opportunity to get me the gift card. This gift card offer should have been available to every customer you sent the invitation to that came in that day. Today is April 16, 2023 a full 15 days later and I have not received the gift card nor have I received a phone call, email or text form anyone from Schaller *****. I would just like to take this opportunity to warn other potential customers of the deceptive, gimmicky advertising practices Schaller ***** uses to lure customers to their dealership. I’m sure if this happened to me it happened to other customers too. I will also be forwarding this to the ** ******** ********* ****** since this seems to be a clear case of deceptive advertising.

  Business Response

  Date: 04/17/2023

  Mr. ****** came to our dealership in response to a direct mail campaign that was sent to several thousand households. The quantity of gift cards on hand for the date of the sale is based upon an expected response rate.  In this case, we had a much greater response to the campaign than was anticipated, so we ran out of gift cards during the day of the sale. I am sorry that our staff did not respond in a more timely manner to Mr. ******** complaint.  After receiving this complaint today, our staff reached out to Mr. ****** and offered to deliver a gift card to his house today.  We offered Mr. ****** his choice of the $10 ****** gift card offered in the sale or $40 in gift cards from **** * ****.  He selected the **** * **** option and we delivered those cards to his house this afternoon per his request.

  Customer Answer

  Date: 04/17/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Brought thr car in on 11.28.22. Customer service was mediocore. Lady in the front just kept reapiting herself as reading from a script. My advisor in the back tells me to next time take it to a *** dealership although I bought my car in Schaller. Because ***** have some special issues. They could have told le that first and saved me $180. To top it off refused to show me proof of the work that was done. I requested proof of the codes as they were being done. They send a video of them walking around the car but could make a video of them putting the computer reader and show me the actual codes. They said computer showed a bunch of codes. This codes had not shown up on no other computer before; although I was told these were old codes. Sadly it wasn't the first time I get bad service here. However, this will be the last time I come here. First time I brought the car in a few days after buying it from Schaller because the window would stay stuck, they were so rude and basically said it wasn't their responsibility, this was July 2018. Brought back in 2019 because the brakes were making noise. After almost $400 the brakes continued making noise. I brought it back and they scrapped the rotors, but that didn't fix the problem and they said there was nothing else they can do. Took it to a self employed mechanic and he found it was the clips that were making the noise and fixed it for me for less than $100. Service is mediocre to say the least.

  Business Response

  Date: 11/29/2022

  Ms. ***** brought her vehicle in complaining of a check engine light.  When our team provided her with the diagnostic information, she refused to have any additional work done on her vehicle. She was billed accordingly.

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2.5+mo ago I brought my 2019 with 37k in for diag;still there. the warranty claim was denied simply for having a tune. According to THEIR owners manual a modification or aftermarket part does NOT void the warranty unless proven to have caused the failure in question. Subaru tore down my car on their dime and couldn’t determine failure was linked to anything aftermarket or the tune directly. Now they are denying the claim (on a well known issue where even stock ones are having same issue and have for many years) simply for the tunes existence, which is ILLEGAL per federal law. Why did they pay to tear it down in the first place?! Now they expect me to pick up the vehicle and the engine separate as it’s all apart!! No one else wants to even touch this car apart either. Through the entire process communication was pretty much non existent; even when I tried to reach out about once a week I had a hard time getting a response and I have not even as much as signed a repair order even though I offered when I dropped off the car. I asked to be called when vehicle was diagnosed, silence. Asked to be called when torn down, silence. Asked to be called when Subaru sent an adjuster, silence. I asked for a call from the service manager, silence. The advisor I am dealing with has never really had any information for me. I asked to be switched to someone else for answers, didn’t happen. I only just got an estimate Friday for repair which is inflated and she refuses to give me what labor guide they use bc she knows it’s inflated.

  Business Response

  Date: 11/25/2022

  We have been in communication with the customer and have reached an agreement.  The customer understands that the decision to provide or decline warranty repairs rests solely with ****** ** ******* and not with the dealership. Both parties agree that it is in the customer's best interest to leave the motor disassembled as it will not run properly if put back together and will only increase their expense if repaired later. Schaller Subaru certifies that all parts that can be returned to the customer and re-used are being placed inside the vehicle and measures are being taken to keep the interior clean.  Schaller Subaru will wash the exterior of the car and secure any loose connections by the end of business on Friday November 25th. The customer will visit the dealership on Monday, November 28th to sign the repair order and arrange to have the vehicle towed.

   

  Customer Answer

  Date: 11/28/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my 2007 ***** ********* into Schaller ***** in *** ******* for a factory recall on 10/31/22. They performed the necessary procedure recommended in recall. The next morning walking out of my house to my truck I noticed on the drivers side in front of rear tire there was new damage to the truck that was not there when I brought it in for service. Underneath where the seam is was cracked and folded up. The area is right near where they lift the car .I took it back to ***** and the service Director Chris had an employee put it up on lift and explain to me that they didn’t do it and how it’s obviously been that way for a long time. (As if I never look at my car.) Also how they Jack it up by frame which they did when I was there checking out the damage but they also have shoes attached to the lift which swing out which I’m pretty sure some how caused the damage. He said maybe I never noticed it and maybe I hit something? That would be a tall something! That area does have rust on it so he said “what would we do with this anyway? He said he was gonna deny the claim. I then asked for the inspection video they did of the vehicle because I got a text the morning of the performed job and they said I will be sent a video of the inspection of vehicle. I never received it. I texted back and asked for it with no response. so anyway I asked once again after talking with the Service Director about the damage and he said there wasn’t one and the technician did not do one. Seems Coincidental to me! I talked to the General Manager Russ the following day hoping he would be more reasonable. His response was “ so you want me to fix your 15 year old vehicle that is rusted? “ apparently they think because my vehicle is older, has some rust that it’s ok to damage it with no Consequences!? I told him I just wanted my Truck to look like it did when I brought it there. He responded with “not gonna do it, have a nice day” and hung up.

  Business Response

  Date: 11/07/2022

  The rust that is shown in Mr. ********** photo has clearly been there for a while.  Had our technician damaged that portion of the vehicle, the metal would have indications of fresh damage and the rust would not appear to be so aged. You can clearly see that the metal has rusted through which would take longer than 3 days.  

  Customer Answer

  Date: 11/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: That statement is filled with assumptions. Yes, the rust was there for awhile obviously. The fold in my truck wasn’t . Maybe the rubber pad used on the lift kept it from leaving any fresh marks? I don’t know.It happened while at the ***** dealership, that I know! Not sure how.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 11/14/2022

  We believe that our prior response still applies to this matter.  The customer can "reject" the response, but that doesn't change the photos.

  Customer Answer

  Date: 11/15/2022

  
  Complaint: ********
  
  ! I just hope they actually believe the nonsense they are saying! Judging by all the negative reviews online however it appears theres a culture of dishonesty there in all the departments. Most likely started and filtered down from the top! I have never given any bad reviews or made any complaints! They damaged my truck! They want no part of fixing. Don’t trust this Dealership! You’ll regret it!
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/7/22 my vehicle, a 2017 ****** *******, was towed to Schaller Auto Body following an accident. After multiple times attempting to pick up vehicle, I brought it home on the fourth visit for pickup, as it continued to have issues on each prior visit, and I no longer wanted to continue leaving work and driving back and forth to pick it up, only for it to still be damaged or have new damages that did not exist before they received my vehicle. On the day I eventually drove it home (fourth visit), I took photos of the outstanding issues and contacted Schaller advising I wanted the issues fixed and did not want to have to leave it overnight, as it continued to get new issues when left there. The date I drove it from the shop was 7/6/22. I and my insurance company have attempted to get this resolved. I most recently left a voicemail with Ronnie this past Friday and sent another email through their online website earlier in the week last week with no response. I also attempted to get a response via emails on 7/26, 8/8 (separate email string), 9/21, 10/6, 10/20 and today 11/1. I have provided them on 7/26 with the photos of the outstanding damage from the day I picked up my vehicle on 7/6. Outstanding repairs; damage to driver side rear door, damage to rear door guard, marks above glove compartment, glue on rear passenger door inside, dirt on roof of vehicle near controls and scratch on trunk. The last contact I had from them was that they were waiting for a part to come in. That was on 9/21. My insurance paid over $10k for repairs, and I expect to receive my vehicle in the condition it was in before the accident; that is not what I received.

  Business Response

  Date: 11/03/2022

  Vehicle was dropped for repairs 5-9-22

  Vehicle completed and was ready for delivery 6-15-22
  

  Upon Delivery customer inspected vehicle and stated the interior was not cleaned properly – vehicle was sent to detail and had the Interior shampoo also a Super deluxe clean. And ready for customer pick up 6-16-22
  

  Upon Delivery customer went around vehicle and pointed out pre-existing scratches – As goodwill all the items were repaired and the vehicle was reclean and ready for delivery on 6-26-22
  

  Upon delivery customer pointed out additional items different then before – As goodwill all the items were repaired and vehicle was reclean and was ready for delivery on 7-5-22
  

  Upon delivery customer now pointed out additional items on the vehicle – As goodwill we told customer this will be the last repairs since all the items are new every time she picks up the vehicle. Vehicle was reclean and ready for pick up on 7-10-2022
  

  Upon deliver customer found additional items. Pre-existing items that were not part of the claim and we stated that we won’t be doing any further repairs on additional items. We asked her to take the vehicle and leave the rental vehicle that the Body Shop has now accumulated $670.41 in rental expense.

  There was a Part on National Back order since August that arrived 10-31-22. We did contact the customer and stated the part has arrived and we could install the part while she waited 15 minutes or so. She again demanded that repair additional items that are not part of the original claim and items that were never brought up in many previous conversations and repair attempts.
  
  Items in the complaint: Damage to drivers door, Marks on Glove box, dirt on roof: not part of the claim. Rear door guard, glue r/r door and scratches in trunk are all new items after 3 vehicle inspections by the customer.
  

  Let me know if you need additional info. why here...

  Customer Answer

  Date: 11/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:

   

  ****** *******
  BBB Complaint Against Schaller Auto Body
  
  I took photos of my vehicle prior to it being towed to dealership.  Additional damage I noted was not in photos and I showed these to the person at the time I noticed damage, either Jim or Robbie.  My vehicle was towed on 5/7 the date of the accident; 5/9 was the next business day, which is when they probably signed it in for service.
  
  They did not ask me to leave the vehicle and return the rental.  I chose to take my vehicle because it was the fourth time I was there to pick it up and was tired of driving back and forth.  Likewise, they did not tell me to return the rental.  It was dropped off when I left my vehicle after the fourth attempt at them repairing it, because again I was tired of driving back and forth.  After my first attempt to pick up my vehicle, I had a letter put in writing that they were now responsible for my car rental fees after that date (dated 6/17 and attached), as vehicle was not ready to be taken.
  
  I stated there were still issues with it on the fourth pick up attempt, but I was taking it home.  I took photos of the issues before I left their lot and spoke with Jim over the phone.  I was then asked to send photos of the five outstanding issues, which I did and emailed to Ms. ***** on 7/26.
  
  Nothing was done out of goodwill.  They caused additional damage to my vehicle and it is their responsibility to fix it.  I contacted Jim on 7/26 and received an email from Ms. ***** to forward the photos of the issues I identified on the date I took my vehicle, with an explanation of the photos.  Jim left me a voicemail in August that the repairs would be made (voicemail text attached).  At no point did he state the issues I identified would not be made, or that they were pre-existing.  In one instance I provided a photo, pre repairs, of my rear passenger door handle to show they had scratched it, and I had to wait onsite for them to paint it.
  
  They did not contact me about a part coming in (I have no idea what part it is), they only replied after my fifth email attempt.  Robbie never replied to the voicemail I left him on Friday, 10/28, at which point I advised if I didn’t hear from him by Monday I would be contacting my insurance company.  I did not hear from him or anyone else, and at that point submitted my complaint to BBB.  I also submitted an online form via their website on 10/22 asking for a response, which I did not receive (attached).
  
  I would expect all issues to be addressed.  How can glue on inside of rear passenger door be pre-existing when the same glue was over other areas of my car the first time I went to pick it up and was one of the reasons I left it?  Also I had specifically spoken to Jim over the phone about them replacing the rear mud guard of my car when they were making repairs because it was severely scraped on the date of the accident.  I picked up my vehicle and it was not replaced which is another reason I had to leave it after the first visit.  I thought they might miss it, and they did.
  
  Since I was advised work would be done, I want the below noted items complete.  Nothing is done for goodwill when these are new issues.  When I spoke with Jim and communicated wanting repairs complete, I specifically stated I did not want to leave it overnight because I did not trust them to cause additional damage to my vehicle.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 11/08/2022

  The statements that Schaller Auto body is responsible for all the items that were additionally repaired, and new items were all caused by Schaller Auto body, we strongly contend this is not correct. Schaller Auto Body made every attempt to satisfy the customer, but every time the vehicle was to be delivered, new items were now identified that had nothing to do with the repairs. We declined to continue repairing items that were not part of the Claim. We are happy to install the part that finally was released off back order and look at the complaint of glue on the door panel. Schaller Auto Body does not use glue in our repairs but if it's something that can be cleaned, we would be happy to clean it. The other items including a mark on the dashboard are all items that were not part of the Insurance claim, and we strongly disagree that Schaller Auto body caused additional damage to the vehicle. The vehicle was repaired to pre accident condition.   

  Customer Answer

  Date: 11/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  The shop did cause the additional damage to my vehicle.  After picking up today, there was more dirt on the area left of the starlink buttons.  I had to use a spray cleaner to hopefully remove that dirt.

  They really need to pay more attention to the care they are putting into people's vehicles.  If you're going to work on a fabric covered area of the vehicle, maybe wear gloves or at least wash your hands.  My car has less then 7000 miles on it.  I don't need other people causing damage to it, after I make a point of taking care of it.

  I do consider this closed, as it has been months trying to get my issues resolved, and I don't care to continue going back and forth.

  
  
  Sincerely,
  
  ****** *******