ComplaintsforCar Craft Auto Body

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Prior to dropping off my truck to Car Craft Auto Body on May 8, 2024 i informed the Madison (receptionist) to make sure that they have all the parts available, which includes checking with the parts supplier, and are ready to start repair on my truck. She assured me that they are ready to start and complete repair without delay. On May 10th i received an email that the hail repair was complete and the truck is in disassembly phase of repair. May 14th i was informed truck is in the body repair phase and shooting for 5/28/ 2024 as a completion date. When I learned that my truck is not ready on 5/28/2024 they tell me that the new roof has not been delivered. After being informed several times by **** (employee) that the roof hasn't arrived i requested that they return my truck because i need to use. Well in order to delay returning my truck, **** telling me that the roof would be delivered the next morning and afternoons. My last contact with **** was on 6/3/2024 when the roof was supposed to be delivered but it wasn't. **** told me another story about talking to the supplier and the roof would be in today on 6/4/2024 on the 8:00 am delivery truck. I told her that without any further delay that I want to pick up my truck today if the roof was not delivered this morning as she said it would be. I haven't heard or received any information since yesterday.

  Business response

  06/05/2024

  Hello, 

  This is in response to Complaint #********. The roof was on backorder and was received on 6/04. We are at the mercy of the parts vendor and delivery drivers. We will keep you updated as we near completion. Thank you for your patience and your business. 

  Customer response

  06/07/2024

  Complaint: 21801861
  
  I am rejecting this response because:
  The business did not notify me that they received the roof. On June 4, 24. They also have not given a completion date.  They also are implying they are having other patrs issues.  They also haven't  said they will return my truck to me if they are still having parts issues.  
  
  
  Sincerely,
  
  *************************

  Customer response

  06/10/2024

  Good morning, I spoke with **** the supervisor at Car Craft Auto Body and i told her that I will stretch the date for the finished repair to my truck to June 13th the morning of Thursday.  I also told her that if the repair is not finished then i will pay for the work that has been completed so that I can receive my truck.  She said that the truck will probably be sent to paint before the end of the day. So there is plenty of time for the truck to be completed by Thursday morning.  Hopefully we can end this issue this Thursday morning.

  Business response

  06/14/2024

  Hello, 

  This is in respone to Complaint #********. We received feedback on the backordered part from the vendor with full details explaining the delays. That unfortunately was out of our control. The part has arrived which was previously stated and is installed. The vehicle is in paint and currently in process. The customer had complaints of no rental coverage on his policy so we offered to pay for a rental car for the remainder of the repair. The estimated completion date of repair is late Monday or Tuesday of this upcoming week. 

  Vendor message: I apologize, unfortunately the ETA's we get from the manufacturers, on occasion don't arrive as promised, and sometimes we get them before the
  listed ETA, though typically that is not the case. **** showed me the last email from 5-29....where he gave an ETA that he got from Mopar of 6-3.
  I will let him know to make sure he is getting the most current and accurate information before giving any ETA's.  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was referred to take my car to get fixed by my insurance (***********). When I took my car up there to get it looked at. They said they could fix it and *********** would take car of it. I told them great because I don't have money to pay. They said it would only take 1 week to complete the minor damages on my vehicle. It took 2 weeks. I was told to drop my car off when they have the parts. A week later I called to check in. They said they still haven't got my parts. I talked with them about 5 times while they had my car no one told me I had to pay anything. The day my car gets finished, a Friday at 430pm. 30 minutes before they close. They called and tell me. I can pick up my car and they need 2000 dollars cash or debit. I asked what was going on. They told me to talk with my insurance and they can't do anything for me. They also told me I shouldn't of came to them if I didn't like the price. I told them I was never told a price and was informed that my insurance would take car of it.

  Business response

  08/15/2023

  Hello,

  In response to claim #********, parts were pre-ordered off of the original estimate completed for Mrs *******'s 2018 Jeep Renegade. During the disassembly process, there was a supplement, which is hidden or additional damage from the original estimate. Additional parts needed to be ordered at that time. The deductible of $2000.00 is due from the insured, Mrs. Sharon *******, which was reviewed by Progressive and our Customer Service Representatives. This deductible is chosen by the policyholder, not by the auto body shop, and should be reviewed by the insurance company at the time of the claim. Car Craft Auto Body is here to repair the vehicle. We cannot release vehicles until payment is collected in full. We do not accept cash or personal checks as payment as company policy. 

  Customer response

  08/16/2023

  Complaint: ********
  
  I am rejecting this response because:
  No one told me about the estimate until the work was done. ******* ********* told me, she was supposed to notify me about the charges and take the payment up front. She just forgot. I should not have to pay for people's negligence.
  
  
  Sincerely,
  
  ****** *******

  Business response

  08/17/2023

  Hello, 

  We do request deductible payments to be paid at the time of drop-off, similar to a co-pay at a doctor’s office, but it is not required. It is feasible to collect the deductible payment when the vehicle repairs have been completed and upon pick-up of the vehicle by the customer. As stated previously, the deductible is selected by the customer, not the auto body shop. Car Craft Auto Body cannot release vehicles without full payment. Any further questions regarding your deductible could be taken up with your Progressive claims representative or your insurance agent. 

  Customer response

  08/17/2023

  Complaint: ********
  
  I am rejecting this response because:
  This company took advantage of me. They new very well what they did. They didn't have a price for me until the work was don't. No estimate was giving. Everything time I asked them they told me to talk to progressive. They gave me 0 information and lied to my face. It was a scam and I fell for it. It would be different if they where more willing to discuss it before signing the paperwork, but I didn't they knew I wouldn't give them my car. No apologies no nothing. Just give me my money and talk to your insurance. They are thugs that don't know how to conduct business. They don't own the place though they just run it. If you keep letting that crew run it. They are going to run it straight into the ground.

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

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  - Picked up and paid for repair on August 1, 2022 - Repair took over 3 weeks and the cost was over $2500.- Pinstriping was not completed because the pinstripe did not have the correct shade of green pinstriping tape to complete the front passenger side quarter panel (approximately 8 to ***************************************************************************** the warehouse and he would drop it off at the ********* location and we would get a call that week to bring the vehicle back to have the job completed. My wife never received a call and drove to Car Craft on August 5th to be told that the pinstriper hasn't dropped off the material and again told her that they will call. We are now in November and there still hasn't been a call. I did receive a survey that was texted to me during the 2nd week of August and I responded to it and commented that the job wasn't finished .

  Business response

  11/03/2022

  Hello,
  This is in response to Complaint #********.
  We apologize for the inconvenience and delay. Due to the pandemic, unavailable and backordered parts have been more prevalent than ever. We are working with a sublet vendor to coordinate a mobile removal and install of the correct stripes on your vehicle. A staff member will be in touch with you to discuss this as well. Thank you for your patience and understanding.

  Customer response

  11/03/2022

  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

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to their location in ********* a month ago. They have had my car every since July 20th. They told me my car was done, but they were to have someone to fix my key and ignition. They said it should be done last Friday. I called and they said the person that was to finish my car was off that day. Today is my last day to have a rental and I need my car to get around. I have already paid them for the repairs.

  Business response

  08/22/2022

  Hello,
  This is in response to complaint # ********.
  The vehicle in repair (**** ***** *****) arrived via tow truck immobilized due to theft recovery. Parts were on backorder from the ***** dealer. We have a sublet vendor scheduled to reprogram the vehicle. They were scheduled for Friday, August 19th but could not make it. All information has been communicated with the customer. We are following up with the sublet vendor to reschedule as soon as possible. We will contact the customer with more information as we receive it.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle on 01/12/2022 to have the driver side body repaired do to a car accident, I pick the vehicle up on 01/18/2022 on 01/19/2022 i return to the shop to show them the doors wasn't repaired correctly and they broke the driver rear tpms and left trunk molding off, I was told let deal with one issue at a time, They decide to deal with the tpms issue, with this issue i was told to come on 01/21/22 to be told the mechanic was gone for the day to come back on 01/25/22 which i did, they jack the car up and sprung the wheel and said it is something loose inside and to come back 0n 01/28/22 to take the tire off and see what is loose which and did, and they order the part and i went back on 02/11/22 to have it install and they did not know how to program it to my car, so i was told to go across the street to ***** **** and let them try, i was told by ***** **** that the sensor could not be program, ***** **** told me to come back 02/15/22 and they put in the tpms, Now when i ask about the doors they say nothing is wrong clearly by looking at them you can tell. They refuse to do anything. I have went to other location asking to have a upper management to contact me and no one have, I would like to have my car repaired correctly

  Business response

  03/10/2022

  Hello, 

  This is in response to complaint #********.

  We completed a small repair on the left rear door, quarter panel, and rear wheel. The customer came back after repairs were completed and said the doors didn’t line up and his tpms sensor wasn’t working. We replaced the tpms sensor with an OEM sensor at that time but we did not have the OEM program tool for the new sensor so we suggested he visit ***** **** across the street to have it programmed. The insurance company would cover the cost. We also looked at the door issue he mentioned and adjusted the doors for him. The alignment issue was not related to the repair as we did not remove the doors during the repair process. At this time, the customer was happy and all concerns were addressed. 

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First took 2+ months to finish. Missed work and other things. Once finally getting my car back thing where not fixed correctly. They had to fix the window as it was off track. Then they broke me handles and won’t cover it. Called the insurance same thing. Worst customer service ever.

  Business response

  11/17/2021

  Hello, 

  This message is in response to a complaint ID: ********. 

  Mr. **********'s vehicle came into our shop on 9/10/21 and was delivered on 9/29/21. Customer came back a few weeks later and stated rear window wouldn’t go down , so we addressed the issue and corrected it. When he picked up the vehicle he stated the key fob was not working on the driver front door. The estimate reads R&I on front door handle, which is not a replacement of the handle. There was no visible damage on the door handle, so it is the customer's responsibility to contact the insurance company further.

   

  Customer response

  11/17/2021

  Complaint: ********
  
  I am rejecting this response because:the handle was working fine when I brought it in. Also the door wasn’t put on correctly as when driving all you can hear is wind coming in the door. I have a eye witness that the buttons was working after the accident and then not working after repairs.
  
  
  
  Sincerely,
  
  ******** **********

  Business response

  11/22/2021

  Hello,

  This message is in response to complaint ID: ********. 

  The appraiser on the file for Mr. **********'s vehicle sent a request for review to the insurance company with no response as of yet. We are awaiting a phone call or email with some information to guide us and/ or Mr. ********** in the next direction. 

*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. ↩