ComplaintsforJoe Stewart Body Shop

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************************ referred a body shop, Joe Stewart Body Shop, to repair my 2017 ******** **** GLE 350 SUV. State ************** referred a repair shop that could not repair my vehicle and they recommended that it be taken to an MB shop. Now State ************** is refusing to pay the entire cost of the damage. It took five months for me to get my car repaired. Joe Stewart Body Shop held my car hostage for two weeks after it was finished. I had to pay my deductible of $500 plus $1,247.15 which is what State ************** owed but refused to pay. I want my $1,247.15 back and for the public to know that State ************** does not pay the entire coverage of the accident claim and that Joe Stewart Body Shop does not cooperate with the insurance company or the customer. I did not at any time agree to pay for any out-of-pocket work the insurance company refused to pay. Neither the body shop nor State ************** shared with me the extra cost for the repair before the work was done or during the repair. Neither company is concerned about my interest. See the attached contract which is the only contract that I signed with the repair shop.

  Business response

  03/22/2023

  Thank you for allowing us the opportunity to respond to ************************ concerns. We here at Joe Stewart Body Shop take pride in the work that we perform. We also have spent a lot of time and money training our employees so that we are a certified repair facility for several different lines of automobiles, ******** is one of those that we are certified by the manufacturer. We empathize with ************************ issues and will be glad to assist her in anyway that we can. In the repair process, it is our job to work with the ***************** and to notify them of items that need to be performed. However we cannot make State Farm pay for anything, if they choose to not pay for something that is between the ******************** and State Farm. We actually submitted these charges on multiple times to State Farm and they refused to pay. These were not arbitrary charges but safety items that had to be professionally scanned and calibrated in order for her ******** to operate and function properly and safely just as it did prior to the accident.   

  Customer response

  03/22/2023

   
  Complaint: 19622311
  
  I am rejecting this response because:  I was not notified by the shop that I would have to pay $1,247.15 out-of-pocket before nor during the repair.  It would have been fair trade to share the full cost with me and get my approval.  As a result of bad communication and service, I left that shops with several service lights on and serious gas fumes coming from my vehicle.  I did not feel comfortable and safe driving it; therefore, I traded it.   
  
  Sincerely,
  
  ********************

  Business response

  03/23/2023

  We here at Joe Stewart Body Shop take great pride in our quality of work and our many years of serving the ******* public. We always strive to do the very best for each and every customer. We do feel that ******************** was properly notified of all repairs as they were being performed, however there is no way for us to know the cost of this particular service until it has been performed due to the complexity of the service and it is performed by an outside vendor. This is also a common service being required more and more on cars today due to all of the technical performances each car is equipped with. We can only repair cars back to their pre-crash conditions, we cannot make the insurance company pay for the needed repairs. Also I did speak with ******************** regarding a fuel smell and I asked her to let me know when she could bring it in to let me look at it. She informed me that she couldn't at that time. I also suggested that the next time she has the car at the ******** dealership for service to let me know and I would have ******** look at it but I was never informed when it went. Our standard for over 50 years here at Joe Stewart Body Shop is that we will be glad to address any and all concerns a customer may have with our repairs and try to resolve them to the best of our ability. 

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was hit from behind on 09/26/2022. I filed an insurance claim and my car was towed to ***************************** Auto Body Shop on 09/26/2022 where it has been since. I have been constantly calling and have been getting the run around. I have received 5 different dates as to when my car will be completed and ready for pick up. I have been working with ******** at the body shop and have asked him to release my car. I have lost my job because I could get to work. I lost thousands trying to pay for rental cars initially and cannot afford to keep renting a car out of pocket. My daughter has missed several days from school due to ***************************** not completing the repairs on my car. They also refuse to provide an invoice for the damages and repairs as I have requested several times. The insurance company sent 3 checks to the body shop on 10/11/22 , 10/18/22, and 11/01/22 and all checks have been cashed and cleared by the body shop. I am contacting an attorney also to assist with this matter. ******** is now dodging my calls and he and the receptionist named ****** were speaking to me in a very unprofessional manner the last time we spoke. Any help from you would be greatly appreciated.

  Business response

  02/21/2023

  ***************************
  
  I want to apologize on behalf of Joe Stewart Body Shop and myself for the lengthy amount of time that it has taken us to repair your **** We are close to completing the repair.I think you will be pleased with the results. I really appreciate you allowing me to finalize the repairs. Our business has changed over the last couple of years. We are facing very difficult situations that are out of our control. Our repair times are extended beyond normal time frames that we have faced it prior years. We should have communicated better with you during this time. When we discuss possible completion times with our customers, we are estimating projections on completion and many times we are unaware of situations that arise during the repair that we werent expecting. I have never intentionally dodged your calls. I have asked you several times to stop by the shop so we could meet,and I could show you your vehicle and hopefully relieve some of your frustration from our slow response to questions that you might have. I hope to have your *** completed soon. I am looking forward to meeting you. I hope we can resolve our difficult situation peacefully. Thank you for your patience during a very difficult time.  
  
                                                                                                                                                                                *******************************
  

  Customer response

  02/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution, But my car has to be done by the end of the month! Its been 6 months which is very unacceptable. Im now out of a job and thousands of dollars from renting cars. So I cant wait any longer.

  
  Sincerely,
  
  ***************************

  
  

  
  

• Initial Complaint

  10/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 29 2022, I was involved in a hit and run in *******, ** on **********. and ***************. My car was taken to Joe Stewart Body Shop the next day on June 30, 2022. As of today, Oct 17, 2022, my vehicle is still in their possession. Ive spoken with ******** with Progressive, ***** with Progressive, *********, Joe Stewart Body Shop Manager, *****, Joe Stewart Body Shop representative, and ***** on multiple occasions. With each phone call, ** told We found something else wrong. Ill have to order another part and it will take a few days to get here, Ill call you once we are finished. Then, another two weeks go by, I call and receive the same statement each time. This was from both ***** and ********* at JS Body Shop on three different occasions. Of note, Progressive failed to timely have a representative at the above body shop. The estimate was not performed initially until 7/19/22 even after the car wreck was reported on 7/1/22. When I spoke with manager *********, I informed him that the repair was taking so long that I have now had a rental car for roughly 45 days. He stated Yes, our repairs are taking a while and we have instructed our guys to tell you guys that they will be taking a while longer. I did inform him at that time that my vehicle has been in his possession since June 30, 2022 and it was the middle of September at that time -- to which he seemed surprised to learn. He was kind enough to call me back that evening around 7pm to inform me that yet another part had to be ordered and there was a hinge off on the back lift gate that had to removed and reattached as well as 3 seatbelts to be removed and replaced. On 10/4/22, I placed a call requesting an update and the other front seat belts have not been received and have not been able to be replaced yet. 10/14, back seatbelts have been replaced but not the front. 10/17, requested call back from ***** -- no call back. This is week 16 of my vehicle being in the possession of JS body shop.

  Business response

  10/26/2022

  We do sincerely apologize for the delays and length of time in repairing **************** vehicle. In reviewing the file, there were delays with the insurance company in being able to begin the repairs and even some intermittent delays regarding hidden damages that were discovered through the repair process which are normal with this type of impact and damage. Some of those delays occurred in waiting for approval from the insurance company when hidden damages were found and reported to the insurance company and also the ordering and waiting for parts needed due to additional damages found as well. Even though delays are often times unavoidable, proper communication with **************** should have been handled better and more timely during the repair process in order to avoid lack of communication and frustration for **************** and we do greatly apologize for that.  I am glad to say that the repairs to **************** vehicle have been completed and that he has taken delivery of his car a few days ago on 10/24/22.

   

  Customer response

  10/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Car was taken to *** Stewart body shop Aug 19,2021 the car had front right damage, front bumper. I went to *** Stewart to look at car again after I did at impound *** Stewart had to get a key made for it had the inside door panels tore off ask why didn't get really good answer ******** ******* txted me October 27,2021 advised car was ready as requested by me and they had it towed to Wolfchase Nissan November 1,2021 Insurance company was paying for transmission and motor inspection at this time I had not seen car after repairs. Nissan called Novmeber 20,2021 said it was ready went to get it *** Stewart painted my car a dark gray without my permission and it was no need for it, inside panel where buttons are they changed that to dark gray it was silver, the front bumper by the Infiniti sign was not repaired still damaged. Called ******** ******* my advisor on November 22, 2021 to advise of issues he denied it have it on tape. I have documents and pictures to support the color of my car enclosed you, will see the original color verses after they painted it and that unecessary changes were made without permission. The value of my car had greatly depreciated because of that cheap paint job not being the original color. the damage was right front end and front bumper *** Stewart should have never painted my entire car period. enclosed are supporting documents. The need to compensate me $5500.00 so I can take my car else where to be completed and painted back to its original color. *** Stewart can not ever touch my car and I will let others know what kind of shabby company they are that defrauded the insurance company

  Business response

  01/13/2022

  Business Response /* (1000, 5, 2021/12/06) */ In response to the complaint regarding Ms. ******'s car. *** Stewart Body Shop always values our customers concerns and satisfaction. We are not sure why Ms. ****** would think that her entire car was painted at our facility while here for repairs. The only parts that we painted on Ms. ******'s car were those that were approved by her Insurance Company and also listed on our repair order and consist of only 5 parts which are as follows: front bumper, rear bumper, right fender, right door and a small support brkt. All of our paint work is always applied using the factory color code found on the vehicle identification plate. There were no parts replaced on any inside panels. We do value Ms. ****** as our customer and guarantee the work we performed on her car. We would be more than glad to have her Insurance Company representative inspect the repairs and contact us if there is anything that has not been done correctly and would gladly make any corrections needed if necessary. We also welcome Ms. ****** to bring her car by at any time and have our operations manager, Mr. Mcalpin, inspect anything that was not done correctly in order to resolve. Consumer Response /* (3000, 7, 2021/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all I know what color my far was and so do other people that noticed the color had been changed. I know what the **** color my car was I have pics when I first purchased, pics from Impoumd and pics whhile a *** Stewart the painted my car an entire differeent color my car was no where near dark gray and they also left a piece off the grill, I was told thats where the radiator goes. I dont trust *** body shop to handle my car anymore they can compensate me for damages of 5, 000 dollars and also nees to see the receipt wherr they purchased neq rims and radiatorpicturrs include same onea I sent my car with the bow when I first received it and rest of pics after Body shop painted it and the grill same area damaged before it was fixed and same damage after where it was not fixed. *** Stewart can cimoensate me I will take my car some where else to be corrected because at this point I dont trust my car in their hands. Reviewss on line match what I have experienced and I also took my car to dealer and verified paint don not match which I already knew because its my car Business Response /* (4000, 11, 2021/12/22) */ One of the photos attached in Ms. ******'s complaint appears to be missing the small plastic tow hook cover that snaps into the lower corner of the grille. We do have this part here and probably forgot to snap it in place when the car was delivered to the Infiniti Dealership. The Tow Hook Cover is $30.55 and only takes about 10 minutes to snap in. We can do this any time at Ms. ******* convenience or we will be glad to have someone come and instal it at her home or work. We are attaching photos that we took of her car upon arrival at our shop before repairs began that clearly show miss-mathced colors on her car and will be glad to make these photos available to the Infiniti Dealership and Ms. ******'s Insurance Co. We are also attaching one of Ms.******'s photos that she took when she purchased the car that she provided in this complaint that shows miss-matched color on her bumper and fender. The only parts of Ms. ******'s car that we painted are the 5 parts documented in the agreement with her insurance company. We would be more than glad to have a representative from her insurance company inspect the work and gladly meet with them if anything is not correct. All of the repairs that were done at our shop in keeping with the repairs approved by Ms. ******* Insurance are fully guaranteed and we guarantee to correct any of our repairs if something we did is not right. We do not offer reimbursements for other shops to do our work. This is why we offer a Limited Lifetime Warranty and Guarantee on all our repairs. We truly desire to resolve this matter and ask that Ms. ****** contact ******** ******* here at our shop to look at her car and resolve any issue involving our repairs that are not correct.

*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. ↩