Complaints
This profile includes complaints for Complete Auto Body & Repair Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:05/29/2025
Type: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.
Complaint: 23390732
I have reviewed the business' response and am rejecting it because:
Based on the communication with Mr ******* American Family, And The ******** Location it was understood that they hadn't check the email from American Family about the check reimbursement from my claim, per reading the response from Complete my insurance didn't pay for the rental it was the party that caused the accident. They paid for the rental for the duration of my vehicle being at Complete for the estimation of damages. After being contacted by Complete stating the invoice for damages was sent over American Family sent the check to Complete but it was not checked by the office. At which point the time had elapsed for American Family to continue to pay for the rental. At this point I reached out to Complete and they admitted they overlooked the payment. I was told that I would be reimbursed for my out of pocket expenses. I sent over invoices to Mr ****** as well as the Store Manager at Enterprise in ***********. I have emails and phone messages corroborating my claims as well as the American Family Manager that was on the call with Mr ****** stating this wasn't the first occurrence of this kind with Complete. I am very confident in my findings.
spent. I did that and he stated he never received anything even after the Enterprise Store manager emailed a copy to him as well. At this point I was extremely frustrated so I reached out to ********************************* with Mr ****** on the phone and ************************* stated this wasn't the first time this issue had occurred from the same ********************* location. He became upset and confrontational with the insurance company. Mr ****** stated he would take care of the charges when he got back into the office and that never happened. American Family was gracious to allow me to keep the vehicle due to the emotional durrees I was under just losing my mom 3 months earlier. We went back and forth until he finally said he wasn't paying and I would have to get an attorney involved. To this date I haven't been reimbursed. Very disappointing and disheartening to say the least
Sincerely,
******* *******
Business Response
Date: 06/18/2025
His insurance company paid for the charges that I agreed to pay for. He now believes that he should be double paid.
At this time, I do not feel that we owe for anything because the rental charges were already paid in full.
Note for Folder: ****** at 4/11/2024 8:59:07 AM
Follow up email to this customer concern:
*******
You requested for Complete Auto Body and Repair to pay for your Out of Pocket expenses for the rental charges that you had to pay for the dates on March 29th thru April 4th.
After a few phones with you, American Family and reviewing with our ******** Team, I decided to pay for the rental charges that you had to pay for. (As per your request)
For the past two days, I spent a lot of time attempting to get a Final Bill from you and Enterprise and the charges.
Yesterday, I found out that American Family paid for the rental charges from March 29th thru April 4th.
At this time, since American Family paid these charges, I feel that we 100% took care of your request.
Again, I like I told you a few times now, I apologize for our location not keeping you updated on time.
I have reviewed this concern with our ******** team so they can learn from their mistakes and get better.
I have also reviewed tis concern with the owner, Human Resource, and our CFO.Business Response
Date: 06/20/2025
After careful consideration, we stand on our decision.Initial Complaint
Date:03/10/2025
Type: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 have issues with shop previously but I came back for service and spoke to ****** and specifically told her not to let anyone open or mess with the sunroof. She reassured me they would not open it up yet when I got my car back, the metal sunroof was exposed and I went through the carwash and it leaked when it wasn&#**;t doing that before they worked on my vehicle. The sunroof was clearly tampered with after they assured me it would not be and now they are refusing to take responsibility for the damage or pay to help me get it fixed. They argued with me when I returned to the shop to show them the damage and were extremely rude to me. Also, I had issues with my insurance with them. I chose to give this company a second chance after having trouble with them previously but I not only ended up with the sunroof damage, I also had an issue with my insurance and the check I was given by *********** to pay for the work.Business Response
Date: 04/14/2025
This vehicle was in our shop for body repairs.The customer did talk with ********* when dropping off for repairs. She did say do not touch the sunroof. ********* did answer her and let her know that we will only be working on the that small dent on the drivers rear door and would not have any reason to open the sunroof.The damage was not very much. One hour repair on the left rear door. We blended the left front door for color match.
The customer returned 3 days after picking up the vehicle. I went out to her car with her, she advised that we had opened her sunroof and that after going through a car wash it leaked water into her vehicle. We did wash her vehicle after repairs and there was no water leaking into the vehicle at that time.
In the process of her telling me about this concern, she advised that a year or more before this, the sunroof stopped working and she had to pay a technician to manually close the sunroof for her.
She did say that we pushed one of her buttons on the overhead console. She showed me which button this was, which was still pushed. I advised her that was the dome light button, we would have pushed that to turn the dome light off to prevent her battery from going dead while the car door was open during repairs. Her sunroof controls are a k*** that is turned and not a push button.
I did ask the question, if the sunroof was inoperable, and she had to have someone close it manually, how would we have opened up the sunroof, she answered, we manually opened up her sunroof.
I, Manager, answered that we would have had zero reason to open her sunroof, especially to do so manually.
She did not believe that we did not open her sunroof and we should handle this free of charge.
I respectfully declined that option, that if we did manually close the sunroof there would be a charge.
Initial Complaint
Date:12/23/2024
Type: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.
11/13/2024 1. Complete Auto Body put the wrong bumper on my 2015 Dodge Ram, the bumper WITHOUT the sensors.2. **** ************* told me he would call on 12/9/2024 to let me know if the bumper had come in and that they would give me a loaner vehicle to drive while the correct bumper was being put on my vehicle. 3. **** did not call on 12/9/2024. When I called on 12/18/2024 to inquire if the bumper had come in, **** lied and said that had told me to actually drop off the truck on 12/9/2024 and that my truck had been scheduled for the work on 12/9/2024. He then told me to bring it in on 12/23/2024. After this call on 12/18/2024, I received a text message from Complete Auto Body, confirming this appointment; a message that I never received regarding the alleged that **** lied about which supposedly was scheduled for 12/9/2024. 4. When I dropped the truck off the morning of 12/23/2024, **** told me the repair would take "half a day." When I inquired about the loaner vehicle, **** stated that they did not have any. Obviously this did not get done today. I have no timeline on when this will be repaired, and I am still without my truck that I need for work.Conclusion: **** has been untruthful throughout this process of getting this issue rectified. Complete Auto Body put the wrong bumper on my vehicle. There is no way I should be without a vehicle while I am waiting to get this fixed. I do not trust anything that **** says at this point. I need this company to provide me with a comparable truck to drive while I wait on this indeterminate date and time for my truck to be repaired.Business Response
Date: 01/14/2025
Customer was hit by a logistics van who happens to be a good customer of **********************. Very large repair on this customer Mr. ***** vehicle 8k in ***********************.
Initially the wrong bumper was installed on vehicle as by VIN it did not show park sensors. Unfortunately, the Manager on site was not at our location when the vehicle went home for normal operating procedures and quality control.
Customer was contacted, correct bumper ordered, and park sensors installed in bumper. The 3rd party logistics company did supply the customer a rental car during this process.
When customer did come to pick up, he pointed out prior rust on the opposite side of the damage. Due to color, and the nature of the deterioration of the metal it was very clear this was unrelated prior damages.
I explained to Mr. ***** my thoughts on this. I called the 3rd party company to let them know, Mr. ***** was not claiming this as part of the damage as well.
I looked back in the file, and this was never on any of ***** estimates.
The 3rd party was very upset, he was claiming this and denied paying for it. I let Mr. ***** know I wouldnt be able to cover the cost to paint the opposite side of the truck, as well as the 3rd part denying this as well. Mr. ***** refused to take his truck.
At this time, Manager *****, and ****, offered Mr. ***** a rental car of our own, to help aid in his frustration. He declined any rental car from Complete Auto Body.
To expedite repairs, we pre ordered the correct bumper so it was at the shop at the time of Mr. ***** return. Mr. ***** missed one of his original appointments to come back and address the situation. Eventually he did return and did swap the bumper for Mr. **************** apologized for miscommunication and the initial part being incorrect and thanked him for letting me make it right. Im not sure when this message was sent, or when it made its way up the chain. At any time the truck was never not drivable, or unsafe to operate.Initial Complaint
Date:03/30/2024
Type: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.
My issue is my car was not checked over like I was told it wd be I was told I wd have a digital diagnosis by the warranty company but the repair shop did not put my car on a diagnostic machine like I was told, they just had a technician look at it and told me my car was smoking out the tailpipe because it was cold outside. Well its not cold outside NOW and its still doing it and it does it every day. They lied to me as a female being alone and I dont trust them now. s that i CANT AFFORD due to there lying and unprofessional SCAM OF AN AUTO REPAIR SHOP...BBB THEY are not trust worthy ...Business Response
Date: 04/01/2024
Unfortunately back on January 23rd when the customer brought the vehicle in there was very minimal smoke at the initial start up. On a normal colder day due to the lower ambient air temperature you will see some minimal smoke from the tail pipe. Even after seeing that and diagnosing other issues the customer had with the vehicle after purchase we still did look into the customer complaint of smoking from the tailpipe. We found all fluid were at proper level and we did not see any external leaks from any components of the vehicle. We did relay that info to the customer and did tell them if it got worse to please bring it back and we will continue to look into it. Unfortunately, being that these repairs would be going though the customers warranty company we would need to have an exact repair to call in for the issue to be fixed. To make sure if any issues happened to the vehicle in the future, we did take the time to call the warranty company and express the customers concerns of the issue they were having to make sure if any issues happened in the future they would be covered. The warranty company did pay for the diagnostic and noted the issues that the customer was having at the time. If the issue that the customer was having in January has gotten worse we have not been able to further diagnose the issue and try to have it repaired through warranty company.Initial Complaint
Date:03/28/2024
Type: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.
Complaint: 21500262
I am rejecting this response because they dont agree to fix my car. I bought my car new so after the accidents, everything should be working correctly.
Sincerely,
*********************Business Response
Date: 05/21/2024
The repairs were paid by her insurance company. The issues have been rectified.Initial Complaint
Date:09/08/2023
Type: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.
On 8/30/23, I was informed my car was ready for pick up from hail damage repair. Once I paid the deductible of 500 dollars, I asked would anyone walk be around the vehicle. When I walked around the vehicle, I noticed a few cosmetic issues that were not there prior to my dropping off the vehicle. As an example, the hood of my car had a white mark on it, the sunroof piece still had hail damage and where they corrected some of the damage, it caused further damage, and the passenger mirror was damaged. I immediately notified them of the issue and was assured that they would rectify the problem and would call me the following day. This was documented via email of them taking ownership of the damage and willingness to correct. Once home, I also noticed the tail lights on my vehicle were hanging outside the compartment and were not in working order. I have called the company requesting to speak with the supervisor and Insurance Estimator, but am told they are unavailable and will return my call, but never do. I have spoken with my insurance company, which has stated that the auto body shop is responsible for the repair. The company is giving me the run around my stating that they are not responsible and are waiting for insurance, which has nothing to do with the damages caused.Business Response
Date: 09/26/2023
Vehicle came back from Dents R’ Us.
Moldings were swapp** out here by our tech, Justin.
Vehicle was complet**, customer was call**, customer came to
pick up vehicle and had concerns.
Customer began claiming damage that was relat** and
unrelat**.
Customer claims:
Unrelat** chips in roof header panel above windshield. Both
chips were noticeably older as they had darken** rust in them and not fresh
surface rust. Customer claim** 2 poorly fix** dents in roof header panel above
windshield.
White mar on hood that was not there in pictures that we had
of the vehicle nor in Dents R’ Us photos. Presumably happen** on site somehow
as this was not there previously.
Passenger front exterior corner molding locat** by mirror on
door. Not not** by Dents R Us nor notic** by us or ***** on viewing of the
vehicle.
Passenger rear quarter scratch into bumper. Unrelat**.
Customer point** out these concerns and I took photos within
the file. Customer was upset by these things and voic** her concern. Want**
these items fix**.
Brought this to the attention of **, our Manager. ** stat** if she want**
to leave the vehicle, we would address the concerns relat** to insurance, with
the insurance company and take care of the items that the customer thought the
PDR company had done.
Estimator relay** this to the customer who stat** she is weary of
leaving it without some sort of proof that we said we would fix these items.
Estimator relay** this statement to ** who said I could send her an
email as most of this would be taken care of by insurance and the unrelat**
items she believ** happen**, we would fix. Those items being the unrelat**
quarter scratch and hood mar.
Estimator sent the customer the email stating that we would fix
these items.
Customer took vehicle regardless and over the course of a
couple days, Patti made several attempts to contact ***** but to no avail.
Customer was growing increasingly agitat**, and ** said to
go ahead and bring the vehicle in, we would take care of it so she is satisfi**
with her repairs.
Vehicle came in, the windshield panel was fix**. The first time it was complet**, Estimator notic** a line in the paint and
that issue was rectifi** by our paint team.
Estimator is unaware if the other issues, being the hood mar,
quarter panel/bumper scratch, and exterior molding, were fix**. The hood mar
and quarter panel to bumper scratch would have been sand** and buff**. The exterior
molding would have had to of been order**/fix**.
The 2 photos of the interior the customer provid** was not
mention** by the customer. Estimator is unaware of what the photo relating to what
appears to be the inside of the vehicle on the door is.Initial Complaint
Date:06/09/2023
Type: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.
My car died on the highway and had to be towed to this shop. They kept it for a month because I couldn't pay for it straight away. They diagnostic that the battery had a dead cell on it and it needed a starter. When I took the money to them, I also took it to AutoZone and they said they didn't see any problems with it. The car kept stalling on the way home. I took it back to the shop. Now they are telling me the engine blew in it. I paid for the tow, the diagnostic. The charged me $500.Business Response
Date: 06/27/2023
After reviewing this complaint with our service department we do not believe we are in the wrong. Your vehicle was towed in due to it not running. Upon the diagnostic of this vehicle we found that the battery was low and needed to be charged being that it was new and the starter was receiving power to it but was not engaging when trying to start the vehicle. We also noted that the vehicles ignition, door lock, and LR broken window broken and damaged prior to our repairs which possibly could of been from a previous theft. Because of these issues in order for us to do any additional diagnostics we had to be able to get the vehicle to start to further check out. The customer did approve the tow, diagnostic and starter replacement so we did order the starter and install that part. After we were able to test drive the vehicle after repairs and found no other issues with the engine right away when driving but other safety concerns. After storing the vehicle for about a month at no charge while the customer paid the repairs off the customer picked it up. Upon them picking the vehicle up and driving it for a good distance the customer stated it was having issues. We then checked the vehicle out at no charge and found that the engine having 240,000 plus miles on it that the engine was wore out and once the engine warms up, it will not hold oil pressure and the engine begins to seize and dies. Unfortunately, we would never been able to diagnose this issue with a faulty starter and had to be replaced to diagnose any further issues. We have performed all repairs approved by the customer at this time and recommended replacement of the engine and repairs of the other safety items. The customer has declined any further repairs and the vehicle has been towed away.
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