Reviews

This profile includes reviews for Car Crafters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Car Crafters

  600 Montano Rd NE Albuquerque, NM 87107-4952

  
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  Car Crafters

  8591 Northeastern Blvd NE Albuquerque, NM 87112-2610

  
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  Car Crafters

  5600 Holly Ave NE Albuquerque, NM 87113-1724

  
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  Car Crafters

  108 Frontage Rd NE Rio Rancho, NM 87124-1402

  
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  Car Crafters

  1251 Veranda Rd SE Rio Rancho, NM 87124-1671

  

Review Details

• Review fromBrandon S

  Date: 09/12/2024

  1 star

  Brandon S

  Date: 09/12/2024

  After getting into an accident in April 2024 I took my vehicle here for repairs. I did not even think to look at the reviews because my insurance company said this was their preferred body shop. After a horrible experience, I looked at the reviews to see if other customers had similar experiences and saw that I was definitely not the only one. I'm surprised that *********** Insurance continues to recommend this place after seeing all of the negative reviews. The initial repairs to my vehicle were not completed when I was told they would be. I know this is not uncommon but I did not receive a single update for almost a month. I finally had to call them after the completion date had past to find out what was going on. When I picked my vehicle up I immediately noticed a fluttering noise coming from the back end where the damage was and a vibrating coming from the front. This was after almost $9,000 worth of repairs. I called multiple times to inform them that something was not right, only to be transferred to voicemails and not have my calls returned. I learned over the next four months that the only way to talk to someone was to ask the receptionist to put me on hold until someone was available to take my call. Even then, I would be promised a call back and never receive one. Their communication is absolutely horrendous! When my vehicle went back in for the second time they realized that the wheel bearing on the rear passengers side needed to be replaced. They ensured me that this would take care of the issues. After this repair, the fluttering from the back end was gone but the vibrating from the front was not. The third visit revealed that the wheel bearing on the front passengers side also needed to be replaced and one of the wheels was damaged beyond repair. How was all of this missed the first two visits? Overall, I had to take my vehicle in five times in about four months before everything was finally fixed. I would not recommend this place to anyone.
  

  Car Crafters

  Date: 10/02/2024

  We felt like we went above and beyond handling all of the issues that arose during your repairs. Here is a breakdown of the repair process on our end:When we received this vehicle, the Facts of Loss from the insurance company and customer were: right rear bumper, lift gate, and quarter area. We located damage to the right rear tire and right rear suspension components. Once work was completed, an alignment and a test drive were performed by our Mechanic, to which no further damage was found that needed to be addressed. After the customer picked up the vehicle, there was a noise that was reported to the insurance company. Customer was contacted to bring the vehicle in for a diagnosis. We found that the right rear bearing had started making a noise. This work was reviewed and approved by the insurance. No further noises were found during post repair test drive. After the vehicle was delivered from this re-work, the customer reported a vibration and noise from the front of the vehicle. At this point, there was no reason for us to assume that any front-end damage would be related to the loss. However, a diagnostic process was approved by the insurance. When the vehicle came back to the shop, our mechanic diagnosed the right front bearing making a noise and we documented what appeared to be fresh scratches to the wheel. This is the first instance that any damage to the front of the vehicle was ever mentioned to us by the customer. However, the insurance company reviewed and approved a wheel repair and front-end bearing. While the wheel was being repaired, we found that the wheel was bent and could not be repaired safely. The customer was contacted and given their vehicle back until a new wheel came in to prevent any further time away from the vehicle. When the correct wheel arrived, the customer brought the vehicle in and the wheel was replaced while the customer waited. Through all of this, communication was assisted with by the insurance company to ensure that any situation was resolved. We felt that all parties were kept in the loop the entire time and every new issue was addressed when presented to us.

• Review fromTristin h

  Date: 10/05/2023

  1 star

  Tristin h

  Date: 10/05/2023

  I took my car in to get fixed after getting sideswiped by a Chrysler 300 my car A fiesta ST weighs **** pounds a Chrysler 300 weighs between **** or **** pounds. The shop manager seems to think that thats not gonna possibly cause some frame damage. He denied checking because he said progressive does not pay him to check the frame damage. I said thats why you do an estimate and check and see if the car can still be aligned after you fix the car he is the kind of guy that is never going to admit that he did wrong. If you look down at the previous reviews, he will never admit fault despite the fact that I took my car to the shop more than four times to have paint refinished, they didnt paint the parts they were supposed to. They didnt put the *** on they forgot to fix my window switch The overspray on my window. They didnt fix my rain guards. The shop is shady I do not recommend.
  

  Car Crafters

  Date: 10/06/2023

  Car Crafters is a collision repair center. We are not the insurance company and cannot force reimbursement for all requested items and we do not make a habit of performing work without compensation. Regarding this repair it was impacted from the front door back to the rear quarter panel. There was no impact to the front fender, no signs of impact to the front tire, and no statements of such impact from the customer at the initial drop off. He recently took his vehicle in for an alignment. The shop he took his vehicle to for that alignment told him the left front is out of spec and the sub-frame is bent. The sub-frame is a bolted-on suspension component and is not the physical frame rails of his unibody vehicle. We do not perform alignments or frame measurements on every vehicle as we are not paid to perform those measurements on every vehicle. The nature of the impact either justifies these measurements or does not. The size of the vehicle(s) in the impact while important is only one portion of the force of the impact. Force is equal to ********** the Acceleration, in other words a heavy object moving very slowly, will still have a relatively small impact force. The customer met with our store manager, a tenured, well-respected individual. He suggested to the customer that he should present this to his insurance and if approved wed be happy to repair the vehicle if they feel its related and will compensate us to do so. I dont think he understood what he was told because he became defensive and refused to allow us to explain in further detail.Regarding needing to come back on multiple occasions, that is a true statement, but the cause is not as negative as being portrayed. We repaired the doors and quarter panel and then the customer brought it back in for rock chips to the rocker panel that he felt were related. Mind you rock chips are not caused by a vehicle-to-vehicle impact and thus were not initially related. Progressive was kind enough to add that prior damage to the estimate, so we fixed it as we were paid to do so. Upon reassembly for the rocker repair we did scratch the vehicle when removing a part to complete the repair. This did cause another return visit to have it fixed. On that return we fixed the part we scratched and fixed a vent shade that needed a fresh strip of adhesive tape. During that return is when he started complaining of a broken door switch that was noted on drop off as prior damage. He didnt like that answer and due to the inconvenience agreed to replace it for him as customer service. Weve assisted in everything hes asked about. All he needs to do now is bring his suspension concern to the insurance company for approval. If approved, while we will perform the repairs it is probably best for both parties that he have the alignment ******** it as he clearly believes we have treated him poorly despite our best efforts.

• Review fromMelissa P

  Date: 08/07/2023

  1 star

  Melissa P

  Date: 08/07/2023

  Car crafters will do a great looking job with no care or concern for the safety of the vehicle they took car apart so for them not to notice the lower control arm failure and did not replace, car will not drive straight and I know I have to be within the 6 month warranty because even tho we started process May 26 th waiting on parts took awhile however I am still waiting on car to be re repaired I drove off with no turn signal. This business runs with no integrity, if you love your family don't trust them to keep them safe
  

  Car Crafters

  Date: 08/08/2023

  Dear BBB,I ask that you review the claims being made. The vehicle was brought to our facility with cosmetic damages to the right front of the vehicle, this can be seen in the photos we took at time of estimate which can be submitted. There was no visual impact to the wheel or tire or any reason to believe their was suspension damage. We wrote an ****** for the customer and reviewed the estimate with them before beginning repairs. There was nor is there currently any mechanical work written to be completed. The customer never made mention of mechanical damage, it is not standard practice to add miles on a customers vehicle in order to test drive cosmetic repairs, and the customer never requested mechanical work be added to their estimate when we reviewed it with them. We are still waiting for a new RT Headlamp this was discussed with the customer. We do not produce parts we order them from vendors which have had a large supply issue since COVID. Once the lamp is received by us we will replace it for the customer as promised.Thank **************************

• Review fromBrandi

  Date: 02/09/2023

  1 star

  Brandi

  Date: 02/09/2023

  My car was supposed to be complete on January 26 first they called a week after I dropped it off and said they failed to order the parts so theyre behind and ordered it but unsure of completion. Its Now February 9th and they just got my part in and now that theyre assembling it they realized they failed to see that my lights were also broken so now they have order those parts and unsure how long it will take. Probably another few weeks considering how long the last ones took. This is absolutely ridiculous and unprofessional. Ive had my car in the shop for a month now and they are just seeing they FORGOT to inspect my lights to see if those were broken as well. Word goes a long way and I will absolutely be sharing this experience with others.
  

  Car Crafters

  Date: 02/13/2023

  The review left is an accurate representation of the timeline however not an accurate represenation of the cause. There was hidden damage discovered after the vehicle was dropped off and the bumper cover removed, a process which cannot occur until the vehilce is dropped off for repair. The impact bar was damaged and it took just over two weeks to receive after being ordered. During this time the body repairs and paint refinish work was being completed and thus we continued to do as much as we could to the vehicle while waiting. Once the impact bar was received, reassembly was started. During reassembly the signal lamp was found to be unusable and was ordered immediately. We do not receive any ETAs from Tesla when ordering parts and the customer was informed of this. The signal lamp was received in 3 days after ordering. The vehicle was completed and delivered to the customer the day after the lamp was received as all other repairs had been completed. The customer was notified of all the changes during the repair process. We do apologize for the unforeseen issues and delays they caused. Thank you.

  Brandi

  Date: 02/13/2023

  This is only partially true as the case manager called me and specifically informed me that they failed to order the parts and they did so that same day (5 days after I dropped it off)