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:03/12/2025

  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 1/24/25 I had my bumper & a few dents/dings on ************ bumper fixed by this company. The technician did the work in my driveway over 6-8 hours. He texted me that he was done after he already had left so I wasn't even able to review the work until he was gone. The work looked fine but I could see a spot where the bumper wasn't perfectly flat. The interior of my car was covered in dust from the work. I immediately contacted the business to let them know about the experience, mess and potential that the work wasn't 100% accurate. At this point, I wanted them to acknowledge the poor CX but I wasn't concerned about them fixing anything.I waited 2 weeks to wash my car, as they recommended. When I parked my car after the wash I noticed the new bumper piece was loose (falling off) and there was a scratch in the area of the bumper they repaired where the paint was *********** I wanted these problems to be resolved. I requested calls only to see that my phone rang once and then they hung up. I submitted a compliant on their website. No response. ****** considering they have a warranty pledge. It wasn't until I submitted a request for a new quote last week that anyone bothered to get back to me. Then they sent a tech out within a week. The tech told me when he was out yesterday 3/11 that they would have to repaint it and he was able to resecure the bumper. Then I get a text from the company telling me it will cost almost $300 to fix because it was a new scratch (not part of their work). Even though, the **** is in the exact spot they repaired and it appeared right after the first car wash I had post service.I spoke to the sales associate yesterday and the manager today 3/12. They refuse to acknowledge the warranty pledge and insist this is a new scratch.I find it very frustrating considering I paid them almost $2k for this work to have issues that they refuse to resolve without paying them more money.Turns out that warranty pledge is just for show.

  

  Business Response

  Date: 03/13/2025

  Dear ********,
  Thank you for sharing your experience. We appreciate the opportunity to address your concerns.
  At CarBodyLab, we stand by our Lifetime Warranty Pledge, which ensures that any issues related to the quality of our workmanship or materials will be addressed. However, after careful review by both our technician and head technician, it was determined that the scratch in question was new damage, separate from our original repair.
  When you first reached out, we promptly scheduled an inspection. Our technician was able to resecure the textured molding at no additional cost. During that same visit, he thoroughly examined the scratch and confirmed that it was not part of the original repair area but rather new damage. This assessment was reviewed by our management team, who upheld the determination that the warranty did not apply in this case. Despite this, we offered you a discounted repair option as a goodwill gesture.
  Regarding your communication concerns, we acknowledge that response times may not have met your expectations. We strive to provide timely assistance to all our customers, and we regret any frustration this may have caused. Our records show that our team attempted to call you, but we understand that technical issues or missed calls can be frustrating. We always encourage customers to reach out via text or email if a call does not go through.
  We value your business and understand your disappointment. Our goal is always to ensure our customers are satisfied with both the repair process and our customer service. If you have any further concerns or would like to discuss a resolution, we are happy to assist.
  Best regards,
  CarBodyLab Customer Support

• Initial Complaint

  Date:02/11/2025

  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.

  1/23/25 tech came to home to make minor repair to paint chip on my brand new car! Upon notification of job being complete, I pointed out multiple problems. It wasn't until I pointed this out that the tech acknowledged the needs for more repair. He claimed it was because of the weather and that he could easily fix it but would have to come back the following week on Monday. The weather had never been mentioned as a concern before and he did not even recognize the problems until I questioned the job. I responded by texting the company and notifying of what I was told. They told me he could not come on the day he told me but then later had back and forth about the day and time. Then cancelled the time the day before to a different time. 1/27/25 the tech returned to "fix" the repair. Same thing happened. He claimed he was done only for me to point out the same unresolved damages as well as new damage. He once again made an excuse and said he could definitely resolve it if he comes back. Said he could come the following monday but the company stated the same thing that he could not come on the following monday and scheduled him to come the following tuesday. I followed by expressing my discontent with the job and noting the continued issues and newly created problems. I was told that the lead tech would contact me. In the meantime, I had estimates done at a different repair shop to fix all the issues that this company had created. Total was approximately $900. I again informed carbody lab of my distrust in their work and not wanting them to do any additional damage to my brand new car. Upon taking the car to a more trusted body shop, I learned that they did not properly repair my car and that the paint that the car body lab did was peeling off, which then required even more work to repair what they had messed up and created on my brand new car. Thus, this created even more repair work and expense. I want them to pay for damage that they did to my vehicle. Got doc proof!

  

  Business Response

  Date: 02/14/2025

  
  Thank you for taking the time to share your experience. We sincerely apologize for any frustration this process has caused. Our goal is always to provide high-quality repairs and a smooth customer experience, and we regret that we did not meet your expectations.
  Its important to note that even in a traditional body shop setting,  imperfections can sometimes occur, but those shops have the advantage of keeping a vehicle longer to rectify them before returning it to the customer. At ********************, we aim to deliver high-quality, mobile repairs with the convenience of same-day service, and in the vast majority of cases, we achieve excellent results. However, on occasionsuch as in your casea follow-up visit may be required to ensure the best outcome.
  After your initial repair on January 23rd, we promptly scheduled a follow-up visit to address your concerns and even offered an inspection with a different technician. While we stand by our work and warranty, which includes up to three attempts to correct any issues, we were not given the opportunity to complete the repair before you decided to take the vehicle elsewhere. Additionally, while we understand your frustration, we want to clarify that our technician did not cause any further damage to your vehicle.
  While we cannot assume responsibility for costs incurred at an outside facility without allowing our team the full opportunity to resolve the matter,

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22929305
  
  I am rejecting this response because:

  The tech did cause additional repair per the messages and photos that were sent to the business. There was never a policy stated of 3 attempts until now that I made a complaint. why would anyone allow you to continually send someone to create more and more damage? I no longer trusted your ability to get the job done. If there were issues with regards to being able to complete the job properly, then that should have been expressed prior to accepting the job so that I could make an informed decision, not just do the job anyway knowing it couldnt be done well. Instead there have only been excuses from you after I express concerns. I also have verification from the body shop that resolved the issues that in addition to my own concerns, they also discovered that the paint you all applied was chipping and there was additional paint spray over other areas of my car. They resolved it for me without additional cost and mentioned that they dont know why anyone would do that type of work on a brand new car. I have intentions of taking the case to small claims court if we are not able to resolve it amicably without any legal involvement. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 02/18/2025

  We appreciate your feedback and regret that your experience did not meet your expectations. At CarBodyLab, we stand by our Lifetime Warranty Pledge, which ensures that any workmanship concerns are addressed according to industry standards. Our warranty terms are available on the quote page provided to every customer before booking their repair (**********************************************************************************) and in our Lifetime Warranty Pledge (***********************************************).
  Unlike traditional body shops that retain vehicles for days to correct minor imperfections before returning them, CarBodyLab provides on-site, same-day repairs for customer convenience. In some cases, a follow-up appointment is required to complete the final steps of a repair. In your case, the repair required repainting, and we had already scheduled a different technician to take care of it.
  Per our Lifetime Warranty, CarBodyLab reserves the right to correct any repair concerns in up to three attempts before paying to correct or replace any items found to be inferior in quality or workmanship. If after three attempts the issue is not resolved, CarBodyLab will pay to correct or replace the item at a body shop of our choosing. However, before we could proceed with these corrective measures, you opted to have the work redone elsewhere. 
  We regret that we were not given the opportunity to complete the warranty process and provide the necessary refinements. If you have any remaining concerns, we welcome the opportunity to discuss them further. You can reach us at ********************************************************** 

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22929305
  
  I am rejecting this response because:

  I will handle the matter further with my attorney via claims court.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:04/17/2023

  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.

  I have service with *********** to fix my car painted on passenger side , just.2 very minor little tiny scratches like the hair thin , you can not even see it but because I just bought brand new car Audi q7 , because I want this perfectly that why I contacted to *********** to touch up this for me to bring my car like brand new but that the bad idea i was make , they come they say they can do good to make my car good but the do very bad job to spray paint whole door and my whole door was bubble and all the edges very rough and dusted sticking on whole door paint, and they rescheduled another time take 2 week and come back buff this but make it look more bad again and they rescheduled another time take 2 and half week and come back spray paint again and continue to happen the same thing again all bubbles and dust stuck on the paint and the paint flow Down look very bad and they say they rescheduled for comeback to buff again for 2 more week and appointment coming they wasnt shown up to fix there mess on my brand new car and they rescheduled to next month to fix my car , I dont accept this because my car was take to long already for time fame repair like this , right now they want I waiting again and again, now his want Bbb to help me because I dont want waiting anymore look like they can not fix my car like they said I want bring my car to dealership to repaint my car door but they have to pay for everything they was making mess on my car , with the bad job they was done but they dont want handle this happened any more , can please to help me I dont want they continue to do this again with another customer, they need responsibility for their bad job, they said they cancel my service and they dont charge me but I dont accept this it not right, right now my car like this who will pay for the repair my whole door , for sure I will dont pay for there job but they have to pay for another company will fix there bad job was make on my car

  

  Business Response

  Date: 05/16/2023

  We had a client services representative reach out to the customer and inform them the work is covered by our lifetime warranty and to schedule a follow up visit for our tech to rectify the imperfections on the panel they worked on. Our last communication with *** was on 5/3 but we have not heard anything back from her. We're on standby and ready to proceed.