We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Auto Body Repair and Painting

Cougar Paint & Collision Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:18/05/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Repair of a 2022 Ford Explorer. Cougar received the vehicle in January 2023 after it was involved in a deer strike on the passenger front side.

    May 2023 and the vehicle is nowhere near finished condition. Despite numerous promises and excuses from an inlet tube being required and needing to wait 2 months for it to arrive, now another part needs to be ordered.

    Cougar has had possession of the vehicle for far longer than is reasonable and does not provide any factual information about the repair completion. Meanwhile, they boast on their website claiming:

    "Cougar Paint & Collision Inc. is here to make your auto body repair experience in Edmonton as simple and painless as possible. We take care of everything – from making your car look beautiful again to arranging for your rental car and billing your insurance company. We are family owned and operated, so we’re dedicated to providing you with personal, dedicated service when you visit our shop. You can always expect to feel like family when you bring your vehicle to us!"

    None of which is true. It has been nothing but a nightmare to deal with. Thousands of dollars wasted on insurance and payments for the vehicle to sit inside Cougar's shop and continue to lie to the owner.

    DO NOT USE THIS SHOP.

    Business Response

    Date: 19/05/2023

    Hi ******,

    We understand your frustration with the delays in the repair time for your vehicle. As per our conversation today, just to confirm, the parts were ordered immediately once we received the approval from the insurance Company. On May 8, 2023 we emailed Mrs. ****** to give her the latest update and advise her that we had received the air inlet tube, which we had been waiting for, and that we were looking at another 2 - 3 weeks for completion. 

    There was confusion regarding the status of the repair, as you were told that the vehicle was ready to paint two months ago. This was true, but we were not able to move the vehicle safely without the parts for the mechanical/Turbo parts.

    As of yesterday, May 18, 2023,  at 5:00PM we had the vehicle running which is the first time since it arrived at out shop. The vehicle is now moveable. We hope to have it painted either late Tuesday or early Wednesday next week. Once the vehicle is painted and final assembly, the vehicle may have to go to the Dealership to have the calibration done and codes erased. 

    We are doing our upmost to have the vehicle repaired as quickly as possible. Hopefully our conversation today and this reply clears up any misunderstanding.

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

Cougar Paint & Collision Inc is BBB Accredited.

BBB accredited business seal

This business has committed to upholding the BBB Standards for Trust.

Why choose a BBB Accredited Business?

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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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.