ComplaintsforCarstar of Oxford Autobody

• Initial Complaint

  11/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My **** **** was repaired around January 2022 at Carstar in Oxford, Ohio where I paid over $5,000.00 for repairs plus additional supplement from insurance. My paperwork from Carstar shows that the repair called from a new assembly with camera as well as a reverse sensor. On 11/3/22 I called to notify them that the backup camera is not working. ****** told me that we could "drop it off some time and look at it but they use all of our old parts or guts such as camera and wiring, handles, etc" So they would need to determine if it was a warranty issue or not. ****** stated that she pulled up the info for my vehicle and confirmed that, this was what they did. I requested to have the owner call me back as she had a horrible attitude, she said yep and hung up on me. I received a call back in which she left a voicemail telling me that we could take it to another garage and call the insurance company that handled our claim, or we could schedule a time to bring it there, but she was removing my other vehicle from their schedule, still no call from the owner. I want to know where the new camera is that was paid for and why I was told replaced, now they stated that they used our old one. The back on the truck is unaligned as well as you can see a gap difference with the rear bumper.

  Business response

  03/20/2023

  Re:******* ******
  

  Complaint #: *******/********
  

  
  

  I have attached a copy of the final bill for the work completed, several photos of the damage before repairs, invoices for all parts and a photo of a diagram showing the parts as well as all of the notes from the file.

  
  

   I have also included the estimate from 9-7-22 with the notes from that file

  
  

  
  

  Please note:

  These repairs were completed 4-7-22, the customer had another accident with their other vehicle on 9-7-22 and was in for an estimate and did not mention having any problems from previous repairs to the F150. 

  
  

  The customers insurance company "Allstate" wrote an estimate for the use of an Aftermarket tailgate but we replaced the tailgate with a new (OEM) Original Equipment Tailgate to ensure proper fit.(Invoice included)

  
  

  As for the truck sitting "higher "on one side you will see per the estimate that Allstate did pay 1.5 hours to set up and measure the frame however there was no repair time needed or charged for so we are not sure what has happened to the truck since the repairs that could have caused this.

  
  

  
  

  Timeline:

  
  

  4-7-22 ---Repairs completed on F150 ( photos before repairs, invoices and notes included)

  
  

  9-7-22--- We wrote an estimate for customers second car with them not mentioning any issues with previous repairs to F150 and scheduled second car for repairs (9-7 estimate included as well as notes from that file)

  
  

  11-30-22 -- Called customer to remind her of repairs scheduled for the following week- This was the first we had heard of any issues and she was told we would take a look at any repairs we did however the camera, handle and step that were installed in her tailgate were her original parts - (added a diagram of tailgate below) We also let the customer know we would take a look at their issues but they did sound to be normal wear and tear with a vehicle that was almost 10 years old. We also let her know they could take the truck to a certified mechanic to diagnose the camera issue and if it was deemed accident related, we could assist in getting Allstate involved to pay for the repairs. (photo of notes included)

  
  

  
  

   

  Mike L******

  Owner

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