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:11/03/2024

  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.

  Issue Occurred: 02/13/2024 Claim Paid: ******** Business Commitment: Stepney Brothers Auto Body (SBAB) was contracted to restore my 2017 **** Edge to pre-loss condition after an insurance-related claim with *********************.Complaint: Since receiving my vehicle from ****, the repairs have consistently failed to meet acceptable standards, and the handling remains compromised. Here are the key issues:*Use of Substandard Rusted Parts: SBAB replaced critical suspension components, including the subframe, with visibly rusted and low-quality parts, despite needing OEM or high-quality replacements.*Ongoing Alignment and Handling Issues The vehicle's alignment has been off since repairs, leading to rapid tire wear and requiring multiple alignments. **** refuses to diagnose or resolve the handling issues, leaving me with additional repair costs and safety concerns.*Failure to Provide Documentation: I requested complete work records, including supplemental documentation of any additional repairs or modifications. **** only provided the original estimate, refusing to share further documentation.*Lack of Accountability and Poor Communication: **** has repeatedly directed me to Progressive for resolution, while Progressive claims the repair quality is solely the shops responsibility. **** has refused to address the handling issues or provide clear answers.*Unprofessional Treatment: During interactions, I was spoken to disrespectfully in front of staff members, which I found unprofessional and inappropriate.Resolution Sought: I request SBAB provide complete repair documentation, reimburse me for tire costs due to alignment issues, rim and replace the rusted parts with high-quality replacements. Additionally, I seek an inspection to address the ongoing handling issues and ensure my vehicle is safely ***************** Response to Date: **** has not attempted to resolve the issues and has deflected responsibility back to ********************* and myself.

  

  Business Response

  Date: 11/18/2024

  First and foremost, **** ordered parts that the insurance ** (progressive - ****************** put down on the estimate. We advised Childress that the insurance ** put down for used parts. The ************ did not approve us to use brand new parts and Childress did not pay the difference of what it would have **st to put brand new parts on the vehicle vs what the insurance ** was **vering. As far as the alignment, we did take responsibility for the first wheel alignment that did not **rrect the issues. Our vendor did drop the ball but we where able to get the vehicle aligned by a different **ntractor. Childress took the vehicle herself to get the alignment (because she was out of rental and already had possession of her vehicle) and brought the vehicle to SBAB after to advise that the vehicle was driving the **rrect way. She is **mplaining of still having issues with this vehicle but she has previous suspension damage not related to the claim in the right front. She advised that she was only hit in the left rear. The insurance ** only approved us to work on the left rear. We advised her that the right front suspension needs to be repaired in order to get a good alignment on the vehicle or she was going to keep having these suspension issues. The things she is **mplaining about are everywhere else on the vehicle except what we were approved to fix. When Childress picked up her vehicle we provided her with her supplement (which explains everything we did on the vehicle from beginning to end) and receipts. She was wanting documentation from the very first alignment that did not **rrect the issues. We cannot give her something we don't even have ourselves. We tried multiple times to receive the documentation from the **mpany for our own re**rds and they were not able to help us. We found out shortly after that everyone had been fired and a new group of people where working at the location. We provided everything we **uld and needed to provide to Childress. As far as being spoken to disrespectfully, **** takes pride in taking care of our customers and appreciates every single client that **mes through our doors. I'm not sure if something that was said was taken out of **ntext but neither the owner or the manager (who was helping her throughout this situation) remembers being disrespectful to Childress. After a certain point it was nothing we **uld do without the insurance ** approval or approval from the customer to fix. 

  Customer Answer

  Date: 11/19/2024

  Complaint: 22508332
  
  I have reviewed the business' response and am rejecting it because:
  
  While I appreciate their efforts to address my concerns, several inaccuracies and unresolved issues remain. I would like to clarify the following:
  
  1. Prior Damage to Front Suspension:
  
  At no point did I indicate prior damage to the front suspension of my vehicle. The collision occurred on the left rear of the vehicle, and any suspension issues arose after the accident and subsequent repairs.
  
  Despite alignment attempts, no one conducted a thorough inspection to determine the root cause of the persistent handling problems, leaving the issue unresolved.
  
  
  
  2. Use of Rusted Parts:
  
  **** admits that *********** approved used parts, but it was their responsibility to ensure these parts met "like, kind, and quality" (LKQ) standards. The rusted subframe they installed does not meet this standard, and they failed to notify me or Progressive before proceeding with the repair.
  
  
  
  3. Alignment Issues:
  
  **** took responsibility for the first failed alignment but did not address why subsequent alignments also failed to correct the vehicles handling. These recurring issues suggest either improper installation or additional damage that has not been investigated.
  
  
  
  4. Missing Documentation:
  
  SBABs inability to provide documentation from the first alignment highlights a lack of proper record-keeping. This omission leaves me without critical information needed to resolve the ongoing alignment issues.
  
  
  
  5. Professional Conduct:
  
  While I appreciate their acknowledgment of customer care, I felt disrespected during my interactions. My concerns were dismissed, and I was repeatedly told to deal with Progressive instead of being offered assistance.
  
  
  
  
  Requested Resolution: I am seeking the following resolutions:
  
  Replacement of the rusted subframe with one that meets LKQ standards.
  
  A thorough inspection and alignment to identify and correct the source of the handling issues.
  
  Improved cooperation between **** and Progressive to resolve the ongoing concerns with my vehicle.
  
  
  I trust the Better Business Bureau will assist in mediating a resolution to this matter. Thank you for your time and consideration.
  
  Sincerely,
  
  ******* Childress

• Initial Complaint

  Date:10/31/2024

  Type:Service or Repair 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 was involved in an car accident on 4/21/24, my car was picked up 4/29/24 by Stepney Brothers Auto Body to do the repairs. Around ******************* paid for the repairs.I keep getting the run around about the repairs being completed and we are now going into November and I still don&#**;t have my vehicle.

  

  Business Response

  Date: 11/14/2024

  They have the car now and we have no jurisdiction on when we will get the parts.  We got the complaint after he picked the car up. 

  Customer Answer

  Date: 11/19/2024

  Complaint: 22497478
  
  I have reviewed the business' response and am rejecting it because: the repairs on my vehicle are not complete.
  
  
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 01/15/2025

  01/15/2025 JM: Spoke with Mr. ******* ***** and he has his Jeep-(SUV) and he shop repaired the items requested by his insurance company. We may close this complaint. He thanks BBB for all their help in getting is truck back.  

  

  Business Response

  Date: 01/15/2025

  ******JM: Spoke with the Body Shop and all work has been completed according to the insurance company  and Consumer request. The vehicle has been return the the consumer and this complaint should be close. 

• Initial Complaint

  Date:02/16/2023

  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.

  I gave him $1900 down payment for a $6500 repair bill for my car.  I called him and asked him for an update on my car and he told me he sold the car.  I did not want my car sold.  I did not give him permission to sell my car and he does not have the right or authority to sell my car, especially since he did not have the Title to the car. He gave me no receipt for the down payment I gave him.  He sold my car without a title and without my permission. I am a senior citizen and I feel he took advantage of me. It only had 5000 miles on it.   He knew I did not want to sell my car and did it without my permission.  He stole my car.  I want my car back and a refund for the down payment I gave him.

  

  Business Response

  Date: 02/24/2023

  Mr. ***** didn't give ******* ****.' $1900 down, he made small payments that added up to approximately $600.00 on his repairs.  Two to three months had gone by before Mr. ***** called or said anything else about his car.  We had to wait for him to try and get enough money down for us to start the repairs.  After awhile he couldn't get the money so he called me ask for us to start the repairs without the amount that we asked for, so we started the repairs.  After the repairs were finished, we gave Mr. ***** a certain amount of time to pay for his car.  He did not respond by the time that we gave him so we proceeded onto the next step which was a Mechanic's Lien.  We sent out the proper letter to him and his finance company.  The finance company signed the certified letter stating that they had no interest in Mr. *****'s vehicle.  I don't know whether Mr. ***** signed his certified letter or not but it was not necessary for him to sign as long as the certified letter went to him.  ******* ****. always give receipts when money is paid on a job and as far as the title is concerned, we have the right to apply for a Mechanic's Lien title.  At this point, when Mr. ***** ignored our certified letter we did not need permission to sell his car.  

  On February 20, 2023, Mr. ***** called me at the office and we started talking about him needing a car to drive.  He asked if I could help him find a car.  I told him that I do not sell cars, at this point I asked him why did I receive a letter from BBB, he responded by saying he didn't know about the letter.  He said that he thought his brother might have had the letter prepared.  

  I feel that everything done by ******* ****. was justified.