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:05/28/2025

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  On 5/20/25, I was charged $100 for an estimate and told that I would get it back once the repairs are completed. My car was totaled from hail damage by the insurance company and they won't refund my $100.

  Business Response

  Date: 06/18/2025

  The customer came in for a Hail estimate during a time when the Statefarm catastrophe team was still being set up, (any large event that the local insurance companies can not handle locally , a Cat team is called if from employees from  other areas to help with the over welling amount of claims, this is why we cant take on the responsibility to accommodate doing these estimates.)   Our policy is not write hail estimates, or there is a ****** fee to write if the customer insists.  With this policy its explained that if the car gets repaired it will be taken off of the deduct owed at time of completion.  The customer agreed and the estimate and pictures taken per statefarm guidelines was wrote and sent to Statefarm.  The customer paid for the ****** with his credit card.  The car we wrote the estimate for is 2020 ***** Civic.  We never received any information from Statefarm if the car was repairable or a total loss, but for State farm to Total out his car  they must of received our paperwork and pictures for them to process the claim.  
  The customer called and demanded his ****** back due to the fact his car was going to be total loss. With that I explained that the service was provided, and since the car wasn't going too be fixed the ****** would not be refunded.  He continued telling me that his car was a total and not going to be fixed, and that's not his problem. I explained that we did the work he requested, and the policy is that the agreement was that the car would be fixed to receive the refund.  Then he started to to belittle the services we provided. I explained that our employees time was used, the computer program that's we pay for  to be able to submit the process to Statefarm was used.  he did go into the fact he's a Bommarito customer and  the terrible service this is. 
  I do not know the customer situation with Statfarm or his financial situation  ,  if he lost money by it being a total loss or if he made money by this loss. or if he kept the car and pocketed the money.
  He was complaining to the point, that the offer of if he purchased another car from us I would have the money refunded that way,  wasn't even able to be offered, due too at this point,  I was being told,  he would destroy us on social media and he would have my job by the time this was done.  He has made numerous media post about this and has emailed the company.    In his own words,   that we charged for a service and we completed the service but since its a total loss he would not get his money back.
  I will be reaching out to this customer to refund his money, but wanted to respond to this response,  
  We are always here to help our customers and to perform  the requests of the customers.  Unfortunately  every situation doesn't work out for a customer, but  a business is not always to take blame.  
  I  will be reaching out on 06/18/25 after I  confirm that he hasn't put in a dispute of payment  thru the credit card company before I  refund,  since this was also threatened 
  Sorry for the time wasted on this matter please let me know if anything else is needed 
  Thank you 
  ****** *******
  Bommarito Collision 
  ************

  Customer Answer

  Date: 06/18/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. They have refunded my money.
   
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/01/2025

  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.

  I took my car in on March 5, 2025 for a door hatch replacement. I was waiting for very long time and then the technician took me to the back of the shop. The manager informed me that they needed to order me a new door hatch. I was informed I had to order the part. I notice several car parts missing from the car and now have no brakes. I notice my battery was gone and replace it with something else and other parts.

  Business Response

  Date: 04/18/2025

  Car was brought in for us to replace a fuel door. car was driven  to tech stall and  fuel door replaced (which is on the ** rear qtr) ,  the fuel door did not come with the closing spring and we did inform the customer she would need to come back after that part arrived to have spring installed . part arrived a few day later and customer stop by for it to be installed.  Cust came back a month later stating all these concerns of items not being in working order was from us damaging and or working on other parts of her car.  During our first check in process we notice all the dash lights was on, pics included , and items in the trunk shows the cars has been worked on prior to us replacing the fuel door.  She brought the car back with concerns about a month later,   fuel door not working ( confirmed door worked when she brought it back)  but then went into the car has a lack of brakes,  check engine light on  and that we changed out her cars electronic and made here car a hybrid. her statement was,  she never had orange cable under the hood before.  The orange cables are the high vo**age wires for the hybrid.  The paperwork she filled out before the estimate was wrote to replace the fuel door, in her own writing is that the car is a hybrid.  

  No other part of the car was worked on other than the fuel door. 

  We do not feel replacing a fuel door would cause any of the pre-existing issues 

   

  Thank you 

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

• Initial Complaint

  Date:01/30/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 received poor customer service from this dealership. It is unacceptable and very upsetting for me. I left my 2017 Rogue *** with you on June 7. 2023. The preliminary summary indicated it would take 16 days to repair, according to my invoice that was made for my repairs. After numerous calls to the H33**3131323531343733H H3238**35343635303230H and to AAA *************** I was finally notified to pick up my *** on August 2, 2023 (more than 2 months after dropping it off). When I picked up my ***, I was informed and shown numerous nicks on the outside of the *** that had sustained damage resulting from sitting on the lot during inclement weather. ****, the assistant manager, advised me the H33**3131323531343733H H3238**35343635303230H only has 4 cars to provide to customers in they are liable for making repairs to the vehicle. He told me I would be informed when one becomes available. I have made numerous calls to the H33**3131323531343733H H3238**35343635303230H to no avail. I even stopped by in person. It is now 11/6/23, and I still haven&#**;t been called to fix my car. I am very dissatisfied with the customer service shown towards me. I have obtained 2 preliminary estimates to have cosmetic repairs done to my Rogue. The estimate from MAACO H33**3833363835323634H Repair & Auto $1409.68. The other estimate was obtained from ********* Autobody for $893.82.

  Business Response

  Date: 02/01/2024

  We have been in contact with consumer and aplogized for her poor experience.  We have reached a mutually agreeable resolution, including monetary compensation for her inconvenience.  Thank you for bringing this matter to our attention.

  Customer Answer

  Date: 02/01/2024

  I was contacted by the Fix Operations Director (*****) from the Bommarito Group. He was very nice. He also apologized for the poor customer service I experienced. We were able to resolve the issue including monetary compensation for the unprofessional customer service I received from the **********************.

  Thank you for your assistance in getting the matter resolved.

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

   

   

• Initial Complaint

  Date:01/17/2023

  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.

  when Can I pick my car up, because my car is ready. First Chicago has not paid them all of there money. Bommarito stated that it was a bracket that hold the bumper in place, they were waiting on the check and approval so the car can be released. I have contacted Bommarito three times today and they just hang up the phone. I want to know when my car will be finished.

  Business Response

  Date: 02/01/2023

  This car came in on 12/12/22

  Original estimate 1620.59

  After tear down had found additional damage and had to wait to get approval  by the insurance to order or begin repair on the additional damage.

  After the approval, we  ordered supplement parts, and yes,  there was a few brackets that was back ordered thru the dealer  no other parts was available  like aftermarket or used. 

  Changes was made to our estimate we submitted and only was only  approved for 5470.53

  Started the approved repairs  this insurance company did not pay the going rates  customer did have to pay the difference

  After all parts received except for the b/ parts,  and correct price was accounted for had to supply another supplement on 01/04 ,  only paid 6805.45 resubmitted the paperwork again for the correct amount and was finally approved 6879.65,

  Cars with Cosmetic parts can be released when there is a back order situation, parts that hold cars together can not be reassembled until these parts arrive. 

   

  One hold up was the back ordered parts  the other hold up was the insurance company trying to discount the repairs.  Cars can not be released with out proper paperwork and proper accounting of the payments to be provided at pick up. 

  Car was picked up on 1/24/23.

     The final  paperwork was sent to the insurance company on 01/04/23 and was called every day ,  we did call them every day to try and get a response from them . 

  We did have phone and internet issued from  from  01/09/23  to 01/19/23 .  Phones was an issue  but no calls was answered they just didn’t come thru. There was a message on the machine stating to call the dealership and the notes was forwarded to us to reach out via ****** chat

   

  Cust did pay the  insurance check that was sent to him of 1620.59 and  the difference of 70.20 of the rates difference on 01/24/ and picked up his vehicle

   

   

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

  Customer Answer

  Date: 02/01/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  -they didn't answer the phone 

  -and they didn't refund me for the rental car and to get my car out.
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  *** *******

• Initial Complaint

  Date:09/13/2022

  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.

  Took my vehicle in for body work repairs on 08/04/2022. My insurance company (******) repeatedly had difficulty contacting them in regards to the timeline on repairs and other pertinent information. My vehicle was supposed to be completed on 9/01/2022, and was pushed back until 09/08/2022.
  
  As of today, my vehicle has not been returned. Yesterday, I visited the business and they stated the internet and phone system was down since 09/08/2022. However, they neglected to contact me in any form to confirm this information

  Business Response

  Date: 09/27/2022

  This car came  8/04  and was check in and pre scanned ,   handed out 08/10 to a tech ,  car was torn down and a supplement was created to be sent to the insurance company,  ****** no longer comes out to handle claims, our staff does the work for them.  Received the supplement back on 08/17   and yes we called and stated we would attempt to get it back by 09/01 depending on parts status.  On 08/30 customer did come in to check status and was informed car was built   except for glass having to be installed,  stripes and the truck would need to go to the dealer ship for calibration for the accident avoidance systems,   Car was sent to ford on 09/06 after  the glass was install and allowed to dry 24 before being able to drive, was at ford until 09/08  once the invoice was received from ford all final paperwork and final estimate was sent to ****** for proper payment, sent to have a final cleaning waiting on final paperwork,   received final paperwork back from the insurance on 09/15 , customer picked up on 09/16.   The original estimate from the insurance was 2784.00 with 25 hrs of work    final repairs was 8286.00 with over 50 hours of repair  it took 3 supplement to get to this final number 

  With all the industries  still struggling,   from the insurance under staffed to, parts delays to all sublet vender being behind,  to us picking up the slack to attempt to have good customer service,  The repairs are slower today then they was in the past, Hopefully we will all get back to being better with all  the constance  changes we face,   but going form a 25 hr job to a 50 hr job,  and tripling the amount of parts on the job and taking over a month to complete and having has a lot of behind the scenes advocating for the customer.  Unfortunately   this complaint was sent in before the car was complete,  In todays Under staffed world with parts that have slowed down all  repairs in every trade we are trying our best to survive and to not have our own staff fail due to the increased pressures from the customer,  I do understand the customer complaint and we tried to keep  the customer informed,  but a projected date is just that.  With having customers car still here from last year with back ordered parts and running ads to hire people  and booking out to Dec our industry with all the complexity of cars these days is still struggling  ,  I will error on making sure the car is repaired right not just hitting a deadline,  Safety is my first goal,  lives are too important that being in convinced by not having a car will over turn that ,  But with that being said, I am sorry it took longer than expected , and my staff will review this file to see what or how we can do better at our jobs . 

   

  Thank you , Please let me know what else I can help with  

   

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