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Business Profile

Auto Body Repair and Painting

CARSTAR London West
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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:20/04/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 took my car to be repair to Carstar West, October 25th 2022. Damage done by a hit and run in a grocery store parking lot. There have been legit delays of parts and as of today, I still do not have my car back.
    I was told I could not take my car home because the 1 brake/turn signal was out. The other operational.
    Yesterday I got a call saying to put in the claim for my catalytic converter and the part had come in. It had be stolen. No one even called to tell me.
    They could not tell me when it happened, just sometime between Oct and April 3 2023, when they noticed it was missing. They did not proper ensure safe storage of the car during this time and now I am having to pay a second deductible for their incompetence.
    I went in this am to ask for the reporting number and they had not even filed a police report until today when I asked for it, which I have proof of.
    I should not have to pay for their lack of safe storage and care of my car that has been in their possession for 6 MONTHS.
    I also have cancer and I am going to have a very difficult time coming up with the extra money.
    Police have told me they had no legal right saying I could not take my car home. I had one working light and could habe use a hand signal to indicate, I was going to turn rt. I could have had my car safely stored at my home during this time.

    Business Response

    Date: 26/05/2023

    Hi *******,

    We are sorry to learn that your experience at CARSTAR London West was less than satisfactory.


    We value our customers and exceptional service is always our priority and we apologize we missed that mark for you.

    We had our chief operating officer **** call and speak with you regarding the situation and asked you to come back in so we could refund you for your deductible as a gesture of our sincerest apologizes.

    We value you bringing this to our attention.


    If you have any questions, do not hesitate to contact me personally by phone or email.


    **** ********

    ******** ******* ******* 

    ************

    *************

    Customer Answer

    Date: 27/05/2023



    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,



    ******* *****

CARSTAR London West is BBB Accredited.

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