ComplaintsforComplete Auto Body & Repair Inc

• Initial Complaint

  03/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  my car was taken to them due to it smoking thru the tail pipe there was a 30 day warranty on it when i took it ...They told me they would do a a full diagnostic on my car and get it handled due to a warranty on the car ...they lied to me told there was nothing wrong and my are is just doing this because its cold outside....TOTAL LIE the car is smoking all the time when it starts now and when i called back and asked why it was still doing it this they wanna change me for a diagnostic when i had took my car in for one that the car company i bought it from was covering...i said you all did a diagnostic 3 weeks ago when i took my car in and he said OH well is wasnt a total DIAGNOSTIC we had a service tech just look at it...they lied to me told me it was a total work up on my car and they nothing was wrong ...they lied....What type of business tells you they were do a digital diagnostic and then explain oh thats just a tech looking at it NOT PUTTING IT ON A MACHINE.. now i am having issues that i CANT AFFORD due to there lying and unprofessional SCAM OF AN AUTO REPAIR SHOP...BBB THEY are not trust worthy ...

  

  Business response

  04/01/2024

  Unfortunately back on January 23rd when the customer brought the vehicle in there was very minimal smoke at the initial start up. On a normal colder day due to the lower ambient air temperature you will see some minimal smoke from the tail pipe. Even after seeing that and diagnosing other issues the customer had with the vehicle after purchase we still did look into the customer complaint of smoking from the tailpipe. We found all fluid were at proper level and we did not see any external leaks from any components of the vehicle. We did relay that info to the customer and did tell them if it got worse to please bring it back and we will continue to look into it. Unfortunately, being that these repairs would be going though the customers warranty company we would need to have an exact repair to call in for the issue to be fixed. To make sure if any issues happened to the vehicle in the future, we did take the time to call the warranty company and express the customers concerns of the issue they were having to make sure if any issues happened in the future they would be covered. The warranty company did pay for the diagnostic and noted the issues that the customer was having at the time. If the issue that the customer was having in January has gotten worse we have not been able to further diagnose the issue and try to have it repaired through warranty company.

  Customer response

  04/03/2024

  My issue is my car was not checked over like I was told it wd be I was told I wd have a digital diagnosis by the warranty company but the repair shop did not put my car on a diagnostic machine like I was told, they just had a technician look at it and told me my car was smoking out the tailpipe because it was cold outside. Well its not cold outside NOW and its still doing it and it does it every day. They lied to me as a female being alone and I dont trust them now. 

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complete auto body messed my air conditioning up, had my tire sensors reading for the front for the back and vice versa and also my motor would not cut off draining my battery

  

  Business response

  05/21/2024

  The repairs were paid by her insurance company.  The issues have been rectified. 

  Customer response

  05/22/2024

  Complaint: 21500262
  
  I am rejecting this response because they dont agree to fix my car. I bought my car new so after the accidents,  everything should be working correctly. 
  
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/30/23, I was informed my car was ready for pick up from hail damage repair. Once I paid the deductible of 500 dollars, I asked would anyone walk be around the vehicle. When I walked around the vehicle, I noticed a few cosmetic issues that were not there prior to my dropping off the vehicle. As an example, the hood of my car had a white mark on it, the sunroof piece still had hail damage and where they corrected some of the damage, it caused further damage, and the passenger mirror was damaged. I immediately notified them of the issue and was assured that they would rectify the problem and would call me the following day. This was documented via email of them taking ownership of the damage and willingness to correct. Once home, I also noticed the tail lights on my vehicle were hanging outside the compartment and were not in working order. I have called the company requesting to speak with the supervisor and Insurance Estimator, but am told they are unavailable and will return my call, but never do. I have spoken with my insurance company, which has stated that the auto body shop is responsible for the repair. The company is giving me the run around my stating that they are not responsible and are waiting for insurance, which has nothing to do with the damages caused.

  

  Business response

  09/26/2023

  Vehicle came back from Dents R’ Us.
  Moldings were swapp** out here by our tech, Justin.
  Vehicle was complet**, customer was call**, customer came to pick up vehicle and had concerns.
  Customer began claiming damage that was relat** and unrelat**.
  
  Customer claims:
  Unrelat** chips in roof header panel above windshield. Both chips were noticeably older as they had darken** rust in them and not fresh surface rust. Customer claim** 2 poorly fix** dents in roof header panel above windshield.
  
  White mar on hood that was not there in pictures that we had of the vehicle nor in Dents R’ Us photos. Presumably happen** on site somehow as this was not there previously.
  
  Passenger front exterior corner molding locat** by mirror on door. Not not** by Dents R Us nor notic** by us or ***** on viewing of the vehicle.
  
  Passenger rear quarter scratch into bumper. Unrelat**.
  
  Customer point** out these concerns and I took photos within the file. Customer was upset by these things and voic** her concern. Want** these items fix**.
  
  Brought this to the attention of **, our Manager. ** stat** if she want** to leave the vehicle, we would address the concerns relat** to insurance, with the insurance company and take care of the items that the customer thought the PDR company had done.
  
  Estimator relay** this to the customer who stat** she is weary of leaving it without some sort of proof that we said we would fix these items.
  
  Estimator relay** this statement to ** who said I could send her an email as most of this would be taken care of by insurance and the unrelat** items she believ** happen**, we would fix. Those items being the unrelat** quarter scratch and hood mar.
  
  Estimator sent the customer the email stating that we would fix these items.
  
  Customer took vehicle regardless and over the course of a couple days, Patti made several attempts to contact ***** but to no avail.
  
  Customer was growing increasingly agitat**, and ** said to go ahead and bring the vehicle in, we would take care of it so she is satisfi** with her repairs.
  
  Vehicle came in, the windshield panel was fix**. The first time it was complet**, Estimator notic** a line in the paint and that issue was rectifi** by our paint team.
  Estimator is unaware if the other issues, being the hood mar, quarter panel/bumper scratch, and exterior molding, were fix**. The hood mar and quarter panel to bumper scratch would have been sand** and buff**. The exterior molding would have had to of been order**/fix**.
  The 2 photos of the interior the customer provid** was not mention** by the customer. Estimator is unaware of what the photo relating to what appears to be the inside of the vehicle on the door is.  

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car died on the highway and had to be towed to this shop. They kept it for a month because I couldn't pay for it straight away. They diagnostic that the battery had a dead cell on it and it needed a starter. When I took the money to them, I also took it to AutoZone and they said they didn't see any problems with it. The car kept stalling on the way home. I took it back to the shop. Now they are telling me the engine blew in it. I paid for the tow, the diagnostic. The charged me $500.

  

  Business response

  06/27/2023

  After reviewing this complaint with our service department we do not believe we are in the wrong. Your vehicle was towed in due to it not running. Upon the diagnostic of this vehicle we found that the battery was low and needed to be charged being that it was new and the starter was receiving power to it but was not engaging when trying to start the vehicle. We also noted that the vehicles ignition, door lock, and LR broken window broken and damaged prior to our repairs which possibly could of been from a previous theft. Because of these issues in order for us to do any additional diagnostics we had to be able to get the vehicle to start to further check out. The customer did approve the tow, diagnostic and starter replacement so we did order the starter and install that part. After we were able to test drive the vehicle after repairs and found no other issues with the engine right away when driving but other safety concerns. After storing the vehicle for about a month at no charge while the customer paid the repairs off the customer picked it up. Upon them picking the vehicle up and driving it for a good distance the customer stated it was having issues. We then checked the vehicle out at no charge and found that the engine having 240,000 plus miles on it that the engine was wore out and once the engine warms up, it will not hold oil pressure and the engine begins to seize and dies. Unfortunately, we would never been able to diagnose this issue with a faulty starter and had to be replaced to diagnose any further issues. We have performed all repairs approved by the customer at this time and recommended replacement of the engine and repairs of the other safety items. The customer has declined any further repairs and the vehicle has been towed away.

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/16/22 my car was stolen and recovered with damages. ***** ****, my insurance company, is contracted with Complete Auto Body so that is where I chose to have the repairs done. I met with *****, the manager of the auto body department, to do a walk thru so I could point out the damages. The steering column was destroyed, on the passenger side the front and rear 1/4 panels as well as the side mirror were damaged, passenger side front tire was blown, drivers side rear window broken out, tint on drivers side front window was destroyed. Complete Auto Body called last Wednesday to say my car was ready to be picked up. When my husband saw the car he was confused. The repair to the front 1/4 panel was shoddy, the mirror was not repaired and there was a part missing from the steering column. Complete said they would get it fixed properly, however, I have to pay for the rental. If the repairs were done right the first time I could have turned the rental in 6 days ago. I live paycheck to paycheck. It is a strain to pay the $500.00 deductible and now an extra week for the rental. Also, I can't help but feel that since I am an older female Complete (*****) was trying to take advantage of me hoping I would not notice the shoddy work or would accept it.

  

  Business response

  07/15/2022

  All approved repairs have been completed on site. When the customer arrived it was before the missing part on the steering column had arrived and was advised of this information when she arrived to our location. Mirror was repaired and picture of repair is attached. Customers husband approved of all work, only item he pointed out was a scratch on the bumper to which *****, our Body manager made sure to have corrected and completed asap. We do not have a rental car being used from our facility on file for this customer. . 

  During the initial scheduled pick up, the husband came up to inspect the car and noticed a few minor issues, a few scratches on the bumper. He wasn’t at all upset, and in fact, said he was pleased with the work done. We pulled the car back in quickly and addressed the additional issues he pointed out, and the finish product looks amazing. Again, husband came up and inspected the vehicle and said the car looks great, loves our work, and was very pleased. 

  **** came up Tuesday 7/12, to pick up the car, was seen looking at the car very intensely, but never addressed any employees or even spoke to us. She was seen by employees kneeling scratching and rubbing on the back passenger side panel of the vehicle. She then called ***** **** and said the repairs weren’t finished. The car is still on our lot for anyone to inspect, but all repairs were completed to the very last line of the estimate.

  As of 7/15/2022, the vehicle is still on our lot ready to go, all repairs have been completed to satisfaction and ***** **** approved.
  

  Customer response

  07/15/2022

  Complaint: ********
  
  I am rejecting this response because: I have photos from the day I was told to pick up my car.  I did not talk to anyone at Complete Auto Body as instructed by my insurance company.  ***** told ***** **** my husband said the car looked great.  My husband did not say that to *****.  He told me of the repairs that still needed to be done, I called Sate Farm told them I was going there to take photos.  They said great, don't talk to Complete, let claims handle it.  The photos are on my phone.  I still do not have my car
  
  
  
  Sincerely,
  **** ****

  Customer response

  08/05/2022

  I don't know where to turn.  Complete Auto Body did not complete the repairs to my car.  I am attaching a new estimate from the ***** **** adjuster.  Complete Auto Body has taken money from me and ***** ****.  My car rental insurance is almost depleted.  I would like my $500.00

  Customer response

  08/05/2022

  I filled a complaint on July 12 regarding Complete Auto Body.  BBB closed the case stating Complete Auto Body said they completed the repairs and my car looked great.  The repairs were not completed.  I am attaching the original estimate from Complete Auto Body and the latest estimate from ********** **** ****.  Twice I requested Complete finish my car. After the third request they told me my they were not going to do anymore work to my car and if I didn't get if off of their lot I was going to get charged a storage fee. As you can see by the lastest estimate Complete Auto Body was not truthful to me, ***** ****, and the Better Business Bureau.  

  I have used almost all of my alotted insurance for car rental and my car cannot get repaired until 8/29/22.  

  ***** **** paid Complete Auto Body $5602.73 and I paid $500.00 for my deductible.  I would like Complete to returned.  I have spent so much time trying to get my car repaired. Jason, the auto body manager is a scam artist.

  I appreciate any help you are able to provide.

  Thanks,
  

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The shop did horrible work to my car, the bumper and fender aren't aligned correctly they used glue on parts that clip in, they left loose body part that should be secured to my car, the did not use primer b4 painting and they totally screwed up my wheel alignment, I took my car back 4 times over a 40 something day period and would like to be refunded the amount to get another shop to fix the damage done by them

  

  Business response

  03/21/2022

  
  Notes 3/03: customer has prior suspension damage on the left front, car was hit on the right front, also a bent left front wheel.
  **** ***** explained this to customer, ****** will not be paying for the suspension or the wheel.
  
  Please see all attached photos. Prior damage to the left side of the vehicle prevented our employees to properly perform a wheel-alignment on the customers vehicle. The damages the customer came in for were located on the right side of the vehicle. The insurance adjuster, **** *****, explained to the customer what was approved with the claim. The wheel alignment was not approved.
  Our trained technicians do not use glue on any clips when making repairs. When painting and repairing any vehicle we always use the proper steps to ensure quality work.
  Unless paint has been removed/scraped/sanded after the vehicle was returned to the customer, Primer is also used in a proper manner when painting.
  Please advise as to why the customer is under the assumption that our techs did not use primer before painting and may the customer please provide pictures as such?
  We have completed all work properly per the approvals of the claim. Prior damages were not approved or part of the claims/repair process.
  The customer returned to our location one time stating the headlights were different compared to the old lights. The headlamps were changed per approval with the insurance company.
  We have performed all services properly and professionally pertaining to the claim with the right side of the vehicle.

  Customer response

  03/22/2022

  Complaint: ********
  
  
  I am rejecting this response because: if you didn't use glue, how did it get there, you installed a new bumper and glued the pieces there, and the paint is scratching off, you can see there's no primer, and you can clearly see the bumper is not aligned properly and this was confirmed by a different repair facility immediately after pickup from you
  
  
  
  
  Sincerely,
  
  
  ******* *****

  

  Business response

  03/24/2022

  Please provide pictures of information being claimed, paint chipping/no primer and glue or you are welcome to bring the vehicle to our location for inspection of these particular items. Our Manager ** will be happy to assist in assessing the issues at hand. 

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car into this shop because it was overheating. I got it there from Illinois. They said they would do a diagnostic (X) and let me know what the problems were. I gave them permission to do that. They called me back and told me that I needed a radiator fan, thermostat and one other thing repaired. It would cost $1350. I said okay because I needed reliable transportation to get to work. It took two weeks to fix the car. The called me and told me it was complete. But when they called the man I was working with said that it was still overheating and I wouldn't be able to drive it back home to Illinois without it over heating. Now they are saying I need a motor. He told me he did a compression test but told my boss (who takes our work trucks to this guy) he didn't do the test.

  

  Business response

  02/18/2022

  12/10 2:22PM: SPOKE TO CUSTOMER, SAID SHE FEELS LIKE SHE DOESN'T OWE US ANYTHING, STATED SHE IS TALKING TO "SOMEONE" REGARDING THIS.  I TOLD HER THAT WE WILL NOW BE IMPOUNDING THE VEHICLE AND SHE WILL OWE MORE IN ORDER TO GET HER VEHICLE RELEASED, SHE SAID TO DO WHAT YOU HAVE TO DO

  12/17- LEFT VM FOR CUST TO CALL BACK BY END OF DAY

  12/21- LEFT VM

   

   

  Good afternoon,

   

  We have reviewed the complaint entered and would like you to know that we have accessed the situation.

  In order for us to properly assess the over heating issue we would need to test the coolant as well as the cooling fans. With no coolant being in the vehicle upon arrival and it being driven by the customer while over heating this caused major damages to the motor. We have performed all services Management went over in discussion with the customer as far as getting to a resolution as to why the vehicle was over heating, filling the vehicle with coolant, test and replace thermostat, testing and replacing the cooling fan. Upon completion of tests, techs found due to poor maintenance of the vehicle and it being driven by the customer while over heating that the customer would need a new motor.

  Customer was advised of this new information and has yet to return for the vehicle.

  The vehicle now sits abandoned and is on our lot without receiving any communication nor payment for services rendered/agreed upon by the customer.

  We have performed all duties per the conversation with the customer, finding a resolution as to why it was overheating.

  Unfortunately, with the customer driving with no coolant, driving a far distance while overheating, the current motor is not able to perform properly and the vehicle is in need of a new motor.

   

   

  Thank you,
  
  ********* **********

  Customer response

  02/18/2022

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

  I didn't drive the car without coolant in it.

  They charged a diagnostic fee of $99; then called me and told me what was needed.  I agreed for him to fix it.    Two weeks later after fixing it, the car is still running hot.
  
  
  
  Sincerely,
  
  ****** *****

*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. ↩