Complaints

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• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair 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 brought my 2013 toyota prius to CarStar Roe Body Shop at **** *** ****, Roeland Park, KS 66205 on 8/27/24 to repair my front bumper and replace the LT and RT front fender liner. They finished the repairs, and returned the car 8/30/24. On 8/31/24 I drove 3 blocks from my house when I heard a noice coming from the front LT of the car. I looked under the car to see the LT fender liner dragging on the ground. I called 9/3/24 to report the issue, *** ***** instructed me to return to the shop. After analyzing the vehicle he agreed to repair the LT fender liner. On 12/2/24, in the morning, I was driving S on Hwy 71 toward Joplin for work. I heard a noise coming from the front right area of my car. There was a lot of traffic on the highway and I was not in a position to pull over. After a couple of minutes the noise grew louder and louder. After the noise peaked I felt the car run over something, then looking in the rearview mirror, I see the right fender liner flying behind me with a car having to swerve to avoid hitting it. When I was finally able to pull over I assess the car and see the entire wheel well is exposed with the fender liner missing. On 12/4/24 I spoke with someone, and they instructed me to return to the shop. After returning they said they would have to order a part and will contact me. I never heard from them, so I finally call on 1/29/25. I return to the shop 2/3/25 when they replaced the right fender liner free of charge stating it is still under warranty.
  On 5/12/25 I exited Interstate 35N and turned onto Mission Rd. As I approached the stop sign I heard a noise coming from the front right of the vehicle. I was able to pull over to find the right fender liner dragging on the road again. Realizing I was only 5 minutes from CarStar Roe Body Shop, I decided to drive straight there. Even though this was the 3rd time the same part was dragging on the ground, *** ***** made an assessment declaring it was unrelated. He refused to make the repair.

  Business Response

  Date: 05/27/2025

  We acknowledge that the customer’s timeline of events is generally accurate. We appreciate the opportunity to respond and provide additional context regarding our assessment and actions.

  
  When the customer returned with concerns about the right front fender liner on May 12, 2025, our team conducted a thorough inspection. During this assessment, we identified clear signs of undercarriage damage that were consistent with an external impact. The front bumper showed visible cracks and scuff marks, which are typical of contact with a hard object such as a curb or concrete barrier. The under shield was completely missing, and the lower engine cover was unsecured and contained grass and debris, common indicators that the vehicle had come into contact with the ground or roadside objects.

  
  We shared these findings with the customer and explained that the nature and location of the damage indicated a recent impact, which was not related to our previous repair. Despite our explanation, the customer insisted that the damage was the result of a prior workmanship issue.

  
  It is important to note that we have previously addressed the customer’s concerns in good faith, replacing both the left and right fender liners at no cost under our warranty. This reflects our commitment to standing behind our work and ensuring customer satisfaction whenever an issue is genuinely attributable to our services.

  
  In this most recent case, however, the damage observed was clearly the result of an external impact. While we understand the customer’s frustration, we must respectfully disagree that the damage is related to any past repairs completed by our team. Our findings do not indicate a workmanship failure, but rather new damage unrelated to our prior services.

  
  Carstar Roe Body Shop remains committed to quality service and customer satisfaction, and we take every concern seriously. That said, we cannot assume responsibility for damage that results from road hazards or other impacts outside of our control.