Complaints

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.

• Initial Complaint

  Date:23/04/2025

  Type:Customer Service Issues
  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.

  Carstar Bayer's Lake had my car for 3 weeks doing some body work as a result of an accident that was not my fault. I've had this ******* Kona EV for 2.5 years and bought it brand new. During those 2.5 years, I never had any issues with the charging port. Immediately after getting the car back from Carstar, my charger got stuck in the charging port and would not release, meaning I couldn't use the car. Carstar sent a mechanic out to release it but he used excessive force both in getting the charger out (didn't work) and then yanking aggressively on the override release cable. It finally released but this is not normal. Bringing it to the ******* dealership confirmed that the actuator was seized and the override release cable had excessive play, all things that only showed up after Carstar had the car. The chances of this happening randomly, without Carstar's fault, are 0.000123% (=1/900x1/900; 900 is the number of days I've owned the car) and do not include the tiny chance of these parts failing spontaneously. Even so, Carstar does not take responsibility for the costs of repair or my rental car. They claim this is normal wear and tear despite ******* calling this a very rare repair and the car only being 2.5 years old.

  Business Response

  Date: 24/04/2025

  Our Manager at this location is on holidays and will respond to the complaint on her return - thank you.

  Customer Answer

  Date: 24/04/2025

   I am rejecting this response because:
  
  
  The complaint is not resolved and I don't want to close the file.  I am prepared to wait until the manager returns from her holidays but the complaint should remain open.  This is no resolution.

  Business Response

  Date: 13/05/2025

  This matter was resolved by the dealership under warranty. Dealership explained to insured it was wear and tear. We have gone above and beyond to help this client. This matter is closed on our end 

  Customer Answer

  Date: 14/05/2025

   I am rejecting this response because:   this is an outrageous, blatant lie.  Yes, the repair work was covered under warranty but the ******* dealership clearly said "no wear and tear found" (see attached).  They found no evidence of the corrosion that both ** ********* and their Auto Body Centre maintain there was.  I still need my rental car for 2 weeks covered.  The only reason the dealership covered it under warranty was because the warranty is very generous, the car is only 2.5 years old, and they couldn't find a "smoking gun" for a cause for the damage.  But there is zero doubt that this is ** ********* Auto Centre's Carstar's fault, as the problem only emerged once they returned the car to me and since their technician said he tried to charge the car "several times" which no one asked for and was entirely unnecessary.  He said he had trouble charging the car, but only after the problem emerged.  It is suspicious that Carstar/** Auto Centre never notified me while they had the car, that they had trouble charging it.  I am just gobsmacked and stupefied how unethical and shameless this business is.
  
  
  
  

  Business Response

  Date: 15/05/2025

  My previous comment is our final position on this matter

  Customer Answer

  Date: 15/05/2025

   I am rejecting this response because:
  I have provided evidence why their claim is patently false.  Their response is to ignore these facts and to provide no counter evidence. Obviously this "head in the sand" approach does not advance any resolution.  They are banking on me tiring out and hoping this will go away, which will not happen.  BBB needs to now step up and encourage a reasonable response from ** ********* Auto Centre (Carstar), one that doesn't ignore the facts and evidence.
  
  

• Initial Complaint

  Date:26/11/2024

  Type:Product Issues
  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.

  I decided to take a cash settlement rather than fix the vehicle at Carstar. They are deducting the full amount of the parts plus taxes and an administrative fee with a grand total of $933.07.
  Desired settlement
  A charge of 20% restocking fee for the parts and no administrative fee.

  Customer Answer

  Date: 26/11/2024

   

   

  These are the figures I received over the phone from C****** ****** the manager at Carstar as a restocking fee.
  
  
  Parts                                          674.95 plus taxes
  Administration- fee                     136.62
  The total was reported to me to be 933.07
  which I gave to my adjuster
  J**** ********.
  
  
  The manager, C****** ****** confirmed over the phone on November 19th that the prices were as reported above. She also promised me that on Friday (after meetings on the 20th and 21st) that she would send me an email with a breakdown of the total cost of the restocking fee after. I reminded her by phone on the 21st but the email did not come that day 
  In addition, I left a message on the following Monday to call me as I had not received the email, the call was not returned, and the email didn't come.
  I sent my complaint to the BBB that evening on Nov 25th.
  I don't have an actual invoice or an email in writing to refer to as it was not sent and discussions were by phone.
  I have emails that I sent to my adjuster as he is responsible for my cash settlement, but he is waiting until this restocking fee issue is resolved before deducting that amount from the cash payout figure of 3025.79   and then reimburse Carstar for the restocking fee.

  Carstar did the original repair estimate. This repair estimate which was $3025.79 and was accepted by ** ********** It was when I requested a cash payout that the issue of a restocking fee was needed. I initialed had estimates of $135 or a maximum of 20% of the parts as a restocking fee. This turned into a full pay of the parts ordered and an administrative fee of $136.62 and on inquiry The manage was going to contact Carstar Canada to ask what happens to the parts after.as she appeared unsure if I would receive the parts after paying in full with taxes and administrative fee through a deduction in the cash payout of $933.07.

  I have the emails confirming that my adjuster was given the figure of 933.03 as a restocking fee that would apply if not for this complaint.

  P*** ******

  Business Response

  Date: 29/11/2024

  Insured Signed this document that gives us the right to recuperate any fees associating with them cancelling the claim

  Thanks 

  Customer Answer

  Date: 30/11/2024

   I am rejecting this response because:
  The Document referred to is limited to the costs to repair the vehicle which is not relevant because the repairs are not being done.  

  Furthermore, Carstar does not have the vehicle.to do repairs so no costs can be associated.

  The claim is not being cancelled as ** will be paying the claim less the restocking fees as I have opted to choose a cash settlement offered by ** **********

   

   

   

   

  
  

  Business Response

  Date: 05/12/2024

  Again, the document gives us every right to recoup any cost associated with the insured changing their mind. Insure will get the parts and the remainder of the cash settlement from ** ********** Insured is still welcome to proceed with the repairs if he wishes. Insured signed a legal contract 

  Customer Answer

  Date: 10/12/2024

   I am rejecting this response because:  

  I propose a settlement where I would pay the full amount of the parts and taxes through a deduction on my cash settlement. In return Carstar would return the parts to ***** ****** and obtain a credit less their restocking fee of 20%. When the credit is sent to Carstar, the credit would then be sent it to me by cheque or deposit to my bank account, as I would have already paid for the parts in full. 

  Please advise if this is acceptable.

  Thanks

  P*** ******