Complaints

This profile includes complaints for Custom Complete Automotive's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Custom Complete Automotive has 6 locations, listed below.

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  Custom Complete Automotive

  215 S Providence Rd Columbia, MO 65203-4265

• 

  Custom Complete Automotive

  1001 E Business Loop 70 Columbia, MO 65201-4603

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  Custom Complete Automotive

  2101 W Worley St Columbia, MO 65203-1053

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  Custom Complete Automotive

  5406 Chippewa St Saint Louis, MO 63109-1634

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  Custom Complete Automotive

  1800 Missouri Blvd Jefferson City, MO 65109-1736

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:09/06/2024

  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.

  I had an awful experience with Custom Complete Automotive and want to warn anyone considering them based on ******** recommendation! Despite being listed as a preferred facility on ******** website, they are NOT affiliated with ******* in any meaningful way.Ive purchased from ******* before and worked with **********, so Im familiar with the process. After purchasing a vehicle that needed its tires replaced for safety reasons, I submitted a claim through SilverRock. They provided me with a list of *******-approved shops, and based on reviews, I chose Custom Complete Automotive. Big mistake.When I first called, **** (who was friendly and helpful) explained that they had worked with ********** before and could start a claim. She mentioned it was first come, first serve, so I stopped by after work to make sure everything was in order before dropping off my vehicle. **** took pictures of my tire size and said shed speak with her manager, ****, to confirm the next steps. So far, so good. The next morning, I got a voicemail saying they needed more pictures to start the claim. I called back to figure out how to proceed, and thats when everything went south.**** answered the phone, and his attitude was a complete 180 from Abbys. From the moment he picked up, he sounded irritated and couldnt be bothered to listen to anything I was saying. He cut me off repeatedly, was rude, and seemed annoyed that I was even calling. I was genuinely confused by the hostilityespecially since I was just following up, not complaining or demanding anything.Thankfully, I found another preferred shop that handled everything smoothly with SilverRock. I also let ******* know that Custom Complete Automotive clearly doesnt want to be on their preferred list. If youre looking for a shop that treats you with basic respect, steer clear of this place!

  Business Response

  Date: 09/14/2024

  We have to comply with SilverRock and they have changed the way we submit for claims. We have to send pictures and documentation with all warranty claims. We are just following what we have be told by them. We apologize for any miscommunication on our part and I have had a talk with ********** regarding this and our employees as well. I have reached out to the customer through his review on ****** and have not gotten a response. My email address is *************************************************************** 

  Customer Answer

  Date: 09/16/2024

  Complaint: 22252355
  
  I have reviewed the business' response and am rejecting it because:
  
  The complaint was not about silver rock the complaint was regarding your rude employee and his attitude. 
  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 09/17/2024

  I responded to an email Mr ****** sent me directly on 9/16/24 , He let me know he wasn't happy with my response and why he was upset again then I replied  as follows, We completely understand your frustrations. Actions have be taken. Customer service is very important to us, I apologize for our lack of it during your visit.
  

• Initial Complaint

  Date:11/16/2023

  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 transmission went bad traveling through ******** and my truck was brought to Custom Complete Automotive. They told me that they replace transmissions and they would diagnose the truck to make sure that is the issue. I called back Monday and they said they do not work on transmissions and they needed to send it to Columbia Transmission. Then they proceeded to tell me the quote was $5000 and I need to give them half of that to transport it to Columbia Transmission. They already had a quote and the truck hadn't been properly looked at or diagnosed by a transmission specialist so I did not send the $2500 and they still transported the truck to the other shop. Then I was told the final out the door price was going to be $6250 and asked me to confirm the work I told them that I didn't want to have a middle man situation and I would pay Custom Complete Automotive for their diagnoses and towing bill and that I would like to pay Columbia Transmission for the work and they agreed to that. The next day the truck was done and Custom Complete Automotive called saying the final bill was $7000 and they keep claiming that I approved the work even though I didn't want to pay through them and they agreed. They would not give me an invoice of the work that was done and kept demanding payment over the phone. I told them that I also needed the ************** Warranty card and they sent me a email of a warranty card improperly filled out. The part number for warranty was not the part they replaced and they still wanted me to pay with that being wrong. If i wouldn't have bought that my transmission wouldn't have had a warranty. They are saying I have 7 days before they start charging it to be stored there But I didn't receive the invoice on what I was paying for till the 5th day. On the invoice they have also listed the wrong part number for the transmission which voids the warranty. I have read many reviews of similar problems. They Still won't release any paperwork on transmission.

  Business Response

  Date: 11/17/2023

  on 11/4/2023 a 2015 GMC 1500 truck was brought in to be diagnosed . At that point our tech determined it had a bad transmission. the customer was contacted and told that we do not do internal transmission repairs. I told them it would have to be sent to a transmission shop at that point we were asked if this was something we could take car of for them because they were out of state. We explained we would have it towed to the transmission shop and wait to hear from them the cost to fix it and would call them with an estimate. After we received the estimate to fix it we called the customer and told them the price at that point we explained that the transmission would need to be replaced and the price for it would be ******* from the transmission shop then on top of that would be the tow for ****** and the diagnosis $***** from our shop and then of course taxes. I don't know at what point communication broke down because they gave permission for the work to go ahead and be started. Then we started getting phone calls from the transmission shop stating that they are getting phone calls from the customer saying they are worried we are ripping them off asking them how much they were charging us to do the job to make sure we are not over charging them. Then we get a phone call wanting to know the finial price. We told them the finial price of $7021.41 of this ***** for Diagnose ****** for the tow to the transmission shop ******* for the trans mission ****** for shop supplies and then ****** in taxes and the invoice was sent in an email to them. They were very upset about the price stating that it should only be ******* i again explained to them the brake down and that they agreed to pay us to take care of it for them. Yes that were right when that brought it to our attention that the part numbers were wrong Columbia Transmission made a mistake and wrote the wrong Part number on the warranty paperwork they supplied to us. I personally went to them and they fixed it all on the paperwork and resubmitted it the the warranty registration and we have all the corrected paper work to give to the customer and i have also email it to them as well and we corrected our paper work as well. We apologize for the part number mistake but this wasn't on our part. 

• Initial Complaint

  Date:09/17/2023

  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.

  Vehicle: 2009 Nissan Murano Location: **** ********, St Louis, MO Service Date: 5/24/23 - 5/25/23 Service Writer: **** ******* Issue: Would not honor warranty, refused to release my vehicle after replacing a part I did not ask for (was told to either pay for it or come back tomorrow so they could put the old part back on). I brought my vehicle to Custom Complete Automotive on 5/24/23. It was dropped off in the morning as I had a bank 1 catalytic converter failure. This converter was replaced by Custom Complete Automotive less than 2 years ago & less than 18K miles ago. **** calls me & tells me that he cannot replace under warranty because I had replaced the old upstream oxygen sensor (AFR sensor) with a new one. I told him that doesn't make any sense because those sensors are consumables and do have a life expectancy as well. I also told him I've never heard of being punished for replacing parts pre-failure. He responded that no one spends hundreds of dollars on sensors that haven't failed. I reminded him that my vehicle had right around 200K miles on it when I replaced the factory original oxygen sensors. I told him I had also replaced all 4 oxygen sensors on my wife's vehicle and even offered to share the receipt as I bought the sensors for both vehicles at the same time. He kept repeating that I gave it a "bad diet" and that's why it failed. I asked him if he agrees that sometimes new parts can fail (referring to the catalytic converter) and he responded "no." I called 5 other reputable shops (****** ********* ******** *********** ***** ***** ******** *****) and asked if they have ever heard of denying a warranty repair for catalytic converters because of replacing oxygen sensors and all of them said "absolutely not." I asked to speak to his manager, but he refused to let me talk to them that day. He said he would pass along the information. Ironically, his manager is his wife (***** *******). She was supposed to look into it and call me back, but never did.

  Business Response

  Date: 09/18/2023

  Mr ****** Brought his car to us stating he changed his O2 sensor after diagnosing his 2009 Nissan Murano it was determined the converter had failed  . It was explained to him that we could not cover it under warranty due to the vendor denying the claim. According to the manufacturer of the converter, they do not fail unless variables in air/fuel ratio are altered causing excessively rich in fuel condition or lean burn causing not the engine to use less fuel. (Bad Diet) By changing the oxygen sensors the customer may have replaced the sensor with a universal or incorrect sensor that can change the air/fuel ratio which can lead to premature catalytic converter failure.

  Customer Answer

  Date: 09/25/2023

  I did not bring my car to them stating that I changed the O2 sensors. I brought my car to them because of a check engine light that came back to a failed catalytic converter. I got a phone call from **** ******* asking if I had replaced them. He probably asked because he could see that they looked newish. He states that the converters do not fail unless an excessive rich/lean condition exist. He never once said I had any issues with spark plugs, misfires, short/long term fuel trims, etc. I used ****** O2 sensors which ironically enough was the exact brand of O2 sensor that **** ******* said they used when I asked him about the pricing. I'm attaching proof of the sensors used and for this reason, I do not accept the response.