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Business Profile

Auto Repairs

Carstar Universal Body Shop And Collision

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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:05/15/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 will not honor their nationwide warranty and customer satisfaction guarantee. They repaired my car in Dec 2021 and, ever since, it pulls to the right under normal acceleration and to the left when the gas pedal is released. The steering is also twitchy at highway speeds. Part of the repair was the replacement of the left lower control arm which is where this problem lies.
    The car was aligned as part of Carstar’s repair process at 79,575 miles and again when I replaced the tires at 86,607 miles.
    In April '24 I made time to take the car back and have them warranty repair it correctly. It took 3 calls and over a week to finally speak to someone. From the beginning and without seeing the car, **, the manager, insisted it was an alignment issue and not their problem even though the car drives the same as when I initially picked it up from them and after the alignment at 86,607 miles. He finally agreed to look at the car on 4/11/2024 and said they found nothing wrong with the repair and "NO PARTS WERE DAMAGED". They checked the alignment the next day and found the left toe slightly out of spec (minimal and not even enough to cause any abnormal tire wear).
    On 4/15/24 (7752 miles since the last alignment) I took the car to a different shop be aligned and was told the left lower control arm was loose. The next day I took the car back to Carstar and ** said NOW THEY DID FIND DAMAGE and the control arm bushings are worn. He claims the wear is from not enough alignments. He randomly made up 6k miles as the appropriate interval between alignments for all cars but this cars maintenance guide does not mention an alignment schedule and only says check for uneven tire wear every 7500 miles. Control arm bushings do not wear out after 7700 miles, especially if there is no abnormal tire wear. For comparison, the right control arm bushings are original, have more than 95k miles on them, was once slightly out of toe (like the left side) and are fine.

Carstar Universal Body Shop And Collision is NOT a BBB Accredited Business.

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