Complaints
This profile includes complaints for Craft Collision Center, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:12/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company has been "repairing" my car for 3 months, and have extended the estimated repair time now 6 times. They have messed this up so badly that they won't even offer an estimated time any longer. This was a VERY minor VERY low speed collision, which they are claiming is now a $22,000+ repair on a $50,000 off the lot vehicle with absolutely no damage to the motors, drive train, suspension, or even the tires. Very minor damage to the left rear bumper. This shop can clearly not complete the repairs. I need them to release the vehicle to another shop which can actually complete the repairs in a reasonable timeframe for a reasonable fee. At this point they are not even communicating with me and are refusing to even estimate a time beyond the 3 months they have had the vehicle in their possession.
Business Response
Date: 12/21/2024
The customer came in with an insurance written estimate of $5,772.36 to schedule repairs. We started a supplement before the vehicle came in to avoid delays. It was a very preliminary supplement because no disassembly had been done. The insurance company took off $1,617.50 amount of damage off the estimate. The customer dropped their vehicle off on 10/21/24 and our starting point before disassembly was $9,566.98. After the disassembly and working with the insurance we have an approved amount of $19,166.02, which does not include ADAS calibrations that the insurance wants us to submit at the end of repairs. The quarter panel went from repair to replace and many other parts were needed. Currently, the repair has 96.4 labor hours on it. Which industry standards call for 33 Business days to complete. The 33 business days do not include waiting on insurance approvals and waiting on supplemental parts. We could not give an out date because 2 supplement parts were on backorder with no ETA and explained this to the customer's wife. As of today, the vehicle has been painted and the reassembly will start Monday. Barring any issues such as calibrations or alignment, we are shooting for 12/28/24 for completion.We are right on target with the repair time frame and our failure was not explaining that in detail to the customer. The insurance company also has no issue with the time frame and is covering rental for the customer. The updates were misleading by our estimator and we have addressed that in house. We felt we have already made things right with the customer by saving their $500.00 deductible and they will also get that back from the insurance due to a subrogation claim; putting $500.00 in the customer's pocket. We also left a voicemail with Mr. ****** with no return phone call. We wish to speak with Mr. ****** directly. The one time we spoke with him, he cursed our Location Manager for about 30 minutes. Luckily, we have been communicating with his wife the entire time who is reasonable and seems to be completely understanding of the situation after management got involved. We would like for Mr. ****** to call in and speak with our Operations Manager, ****** *******, on Monday morning at ###-###-####Business Response
Date: 01/08/2025
We contacted them on Dec. 27th to let them know the car would be ready the next day. The vehicle was picked up on Jan. 2nd.Initial Complaint
Date:08/03/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dropped my vehicle off at Craft Collision on July 18th for fender repair. I picked vehicle up on July 25.. and noticed my dash cover lens had something spilled or accident sprayed on and will not come off. Appears to be on inside of lens. That was not on my lens cover when I dropped it off. ****** is saying there’s no way that happened at his establishment. But the incident had to happen there because I KNOW it was not like that when I dropped off my vehicle. I just want it fixed. I am 71 years old I am not dishonest or want something for nothing. I would like to have an apology and the lens replaced. ****** and ****** said they would try to help me find a solution but that didn’t happen. They are also saying that my dash was like that… told by their employees. My question is was a ****** or ****** watching over my vehicle 8-5 everyday it was there. So how can they be ?? that it was like that. They took a picture of the mileage gauge if you zoom in. … you can see it on that as well… but it wouldn’t be on their photo because it was taken before incident. I would greatly appreciate it if you could help me. If you need witnesses I can do the same thing the shop did.. I did not damage the lens cover on my vehicle. No matter the outcome… the truth is in my sideBusiness Response
Date: 08/04/2022
The customer’s vehicle was in our shop for 5 days for a very simple repair. We had no reason to be inside the vehicle but to pull it in and out of the shop. Our technician noticed residue behind the lens and made the Location Manager aware. We thought it had been there previously and the customer had to have known about it. When the customer came to pick it up she brought it to our attention. We did what we could to try and fix the issue but unfortunately it's behind the lens and we can not get to it. The customer stated it happened at our shop. We called the insurance company to see if they would come out to take a look. If they thought there was any way we could have caused it we would have replaced it. The insurance company said there was no way we could have done it. We agreed and we couldn’t put the residue behind the lens if we even tried. We never called the customer a liar or dishonest. We were trying to help the customer figure out the best way to fix it. We called and left a voicemail with the customer at 2:14pm on 8/1/22. Our plan is to see if the dealer can look at it and see if there is any way we could have caused it. If we could have caused it we will replace the lens and make things right.Customer Answer
Date: 08/04/2022
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Yes I’m willing to take my vehicle to GM dealer to check out residue on lens.. I was not told by Craft Collision they would consider that and yes ****** called me and left a voicemail and I tried calling him back the same evening and left him a voicemail. But he did not return my call. When you told that did not happen in our shop it was like that when you brought it in…my opinion of that … you’re saying I am not being truthful.Business Response
Date: 08/05/2022
I will be calling you shortly to set up an appointment with the dealership to have it looked at. This was our plan on Monday when I called you. I did not receive a voicemail from you. I wonder if a receptionist forwarded the call to an office phone instead of my cell phone. I split my time between all four of our locations and depend on calls going to my cell. I will make sure you have my cell phone number so you can reach me at any time. Once it's at the dealership we will get their thoughts on how it may have happened.Customer Answer
Date: 08/17/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ****** *********
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.