ComplaintsforCarteret Collision Repair

• Initial Complaint

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  *This was filed through a claim With ********** Insurance. Carteret Body Shop in ************** NC ordered a new roof for my old roof to be replaced. I called on January 14th and they said the roof had come in. I took my car to them on January 17th 2022. I had a rental car through my insurance that would pay for 30 days. Carteret Body Shop took my roof off on January 18th, but there was no replacement roof to put on. It had never come in. It has been over 30 days, no replacement roof has come in, my rental car with my insurance has maxed out after 30 days. Carteret Body Shop can't put the old roof back on for me to drive the car until the new roof actually comes in. This is the same roof that they said was there on January 14th. They should never have taken the roof off of my car without the replacement roof being there. My car was driveable before I took it to the body shop. My insurance will not extend my rental car because they say it's not their fault and that Carteret Body Shop should pay since this is their fault for taking the roof off before the part was there. I cannot afford to pay for a rental car. I have no car to get to work. They kept telling me the roof was coming in and it is now February 17. I have no car to drive and they are doing nothing to help..

  Business response

  03/16/2022

  Business Response /* (1000, 17, 2022/03/14) */ As a repair facility our main priority is working with the customer to ensure that repairs are done in a timely manner. Given that when we called the dealership to order the parts for Ms. ***** vehicle, we were told that it would then arrive exactly one week from the day that we ordered it, so we went ahead and proceeded to work on her vehicle. To make a long story short we ended up having to wait over a month for the roof of Ms. ***** vehicle because on the day that it was supposed to be delivered, we called, and they (the dealership) then labeled the roof to be on national backorder. We spent weeks looking for alternatives and putting the original roof back on was an option until we labeled it unsafe being that it had a lot of damage. We did everything in our power to get Ms. *** her vehicle back. We even waived her $100 deductible as well as paid for two days extra for her rental vehicle. When the roof finally came in, on Friday 2/18/22 we spent the entire weekend getting the vehicle finished up and ready for Ms. *** on 2/21/22. We only did what a regular shop would do, and that's trying to utilize our time wisely, but unfortunately it backfired only because we took the dealerships word for having the part delivered to us at a particular time. Unfortunately, a lot of the factors that played a role in this situation were out of our hands and deemed uncontrollable. I hope this helps you see the situation from our perspective, and helps you understand that we had no intentions on keeping the vehicle for that long. Thanks. Consumer Response /* (3000, 19, 2022/03/15) */ My complaint has been resolved by the Body Shop. 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. ↩