Complaints

This profile includes complaints for Car Crafters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Car Crafters

  600 Montano Rd NE Albuquerque, NM 87107-4952

  
• 

  Car Crafters

  8591 Northeastern Blvd NE Albuquerque, NM 87112-2610

  
• 

  Car Crafters

  5600 Holly Ave NE Albuquerque, NM 87113-1724

  
• 

  Car Crafters

  108 Frontage Rd NE Rio Rancho, NM 87124-1402

  
• 

  Car Crafters

  1251 Veranda Rd SE Rio Rancho, NM 87124-1671

  

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:05/18/2025

  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 am filing this complaint with the BBB because I was required to take possession of my vehicle on 25 April 2025 despite voicing concerns over the “repairs” that were completed at Car Crafters. ****** ****, the customer service rep at Car Crafters indicated that the vehicle was operable and due to this Car Crafters did not want the vehicle on their lot and my wife was forced to accept the vehicle as is.
  
  Upon further inspection of the vehicle we found additional issues that still require remediation. Photos of the discrepancy are available on request. The following are issues that require remediation to return the car to its prior condition:
  Small cut on left bottom front seat in leather
  Right fender not attached at light
  Right fender not attached at side
  Left fender not attached properly as gaps are visible by fog lamp
  Chunk out of front left tire with scoring
  Multiple scratches on front left wheel well molding
  Right fog lamp inoperative
  
  Thank you for your assistance with this.

  

  Business Response

  Date: 05/20/2025

  We
  have already been in contact with the customer to resolve their concerns and
  the vehicle is scheduled to return to our shop on May 28.

  Customer Answer

  Date: 05/30/2025

  
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me provided that Car Crafters follows through and performs all repairs requested at no cost to me.
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:11/25/2024

  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.

  Left our car to get repaired. First estimate was showing 5 days to repair going over 2 months and car still in.shop waiting for parts that keep being held.up by their supplier. They take no responsibility over the delay no apologies..their answer per ******* is ..it is what is, thats how that business works. The supplier has ordered the part several.times and it arrived broken. Again all we are told is not here it's not their fault. We called the
  Supplier they blame it on FED EX..no one takes responsibility and we are without a.car and expectations are we pay when ever they finish..we.have no date when that will.happen. No one has results, we are just supposed to sit around and wait with no real expectations.

  

  Business Response

  Date: 12/11/2024

  We have reached to the customer already and have resolved the issue. 

• Initial Complaint

  Date:06/28/2024

  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.

  I got my 2008 350z repaired at Car Crafters on Northeastern after somebody backed into my car while it was parked. The left front was damaged, and they repaired it. A major reason I chose Car Crafters is that a good friend of mine had his Tesla repaired after they hit a deer, and he was extremely happy. Because he is VERY picky, I went with Car Crafters.
  
  I picked up the car on June 7 after it was repaired, and it looked great. I did not check out the underside because it looked so good, and I assumed everything was fine. My mistake. After a few weeks, I was driving on I40, and I heard a rattling sound underneath the car. I stopped and looked underneath, but I couldn’t see anything loose. I got back on the highway driving at a lower speed, but the offending part flew off in a few hundred yards.
  
  I then checked the repair in more detail. The left front wheel well liner was not reinstalled. Car Crafters did mention that it was previously damaged, which I acknowledge. But I feel that they should have told me that they could not reinstall the old one and given me the option to pay for a new part that they would install.
  
  When I discussed these issues with the service writer, she said I needed to talk to State Farm. When State Farm called her, they declined everything. They would not replace the gravel shield that flew off because they said it had been almost 3 weeks since I picked up the car and that “they documented that there was new damage to the undercarriage of the bumper area”. That statement was news to me – I don’t remember her saying that there was new damage when we looked at the car.
  
  I understand that you will stand by what your employees said – I would hope you would not do anything different. However, I am extremely disappointed with the shop’s response that essentially blew me off by having me go through my State Farm agent. I will NOT be using Car Crafters to do repairs on other vehicles that I need done.

  

  Business Response

  Date: 07/16/2024

  We are standing
  by our assessment that we gave to Mr. **** when his vehicle was brought back to
  the shop. There is new damage to the brand-new bumper we installed.  It
  had been 3
  weeks since the
  car left our shop, we cannot take responsibility for new damage to the vehicle.
  We also referred Mr. **** to his insurance company to see if they have a
  different opinion of the damage in question.

   

  Thank you.

  Customer Answer

  Date: 07/19/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: The response did NOT address the main issue. I'll list the issues below

  1. The MAIN issue is that the wheel well liner was left off the left front wheel well. I acknowledge that the old one was damaged as noted in the original repair estimate. I wish I had been notified and been able to see why it could not be reused. In any event, leaving the wheel well liner off in the final repair without asking me to buy a new one is unprofessional. I would have bought a new one because the wheel well liner is absolutely necessary.

  2. When I brought it to the shop for the part that flew off, I had no idea what part it was and if it was related to the repair. When she said it was the gravel shield, I said ok. There also was a line hanging down. She did NOT show me damage to the repair - she only said the gravel shield was missing. That statement about new damage came as a total surprise to me.

  3. She indicated that their mechanic would look at the noise when the air conditioner is on high. That would be fine.

  I was surprised when she said I should contact State Farm on these issues.

  When I left, it was very cordial unlike the email I got from State Farm on your response. Again, I was not shown damage when I was there.
  
  
  Regards,
  
  
  
  ******* ****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  

  Business Response

  Date: 07/26/2024

  Mr. ****s car
  came in with a missing liner, and a damaged right front liner. If his car was
  parked the liner was ripped off while driving and not a part of the damage
  caused while the car was parked. This was told to him, and he said OK. The
  gravel shield in question was still attached in the photos related to the
  damage showing that if the liner was a part of the loss, it would have still been there as was the gravel shield. We explained to Mr. **** the shield we
  replaced was attached to the new bumper, that now has new damage.
  
  We investigated
  the air conditioner as a courtesy as this was not part of the original damage.
  He was advised this needs to be addressed by the dealership and was not charged
  for this service.
  
  All of this was
  discussed with Mr. **** at the time of the original estimate. He was advised
  when he brought his car back there was new damage to the bumper we just
  replaced. The new damage is what comprised the shield that is now missing. We
  feel we have covered all of his repairs in a professional manner.

  Customer Answer

  Date: 07/26/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: the response makes no sense. No photos were taken, and the liner DID NOT fall off. I stand by my statement that the wheel well liner was never put on the driver's side.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ******* ****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:05/12/2024

  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.

  My car has been in carafes on Holly and on Montano for over a total time of 3 months to get it fixed. It had to be returned numerous times for forgotten parts, charging for replacing and fixing items that were not fixed or replaced and in the process of this, even with the shop manager overseeing the job I have multiple clips broken on door panels, air and dust getting in the car, and water. My car has not been fixed correctly and I want all of the panels replaced and the air, water and dust to stop coming in. The rattling from the loose and broken panels is ridiculous. Plus the back bummer does not stay clipped. It bulges out. It did not have these problems before they touched it. I can send pictures if need be.

  

  Business Response

  Date: 05/14/2024

  Ms. *** ****,
  
  If you would
  like to bring your vehicle by for us to look at, we can see if we are able to
  help with any of these issues you are having. We know that when we spoke last,
  we had taken care of a number of things that you requested (not related to the
  original repairs) and we were under the impression that you were satisfied.
  Unfortunately, some of your damage was related to repairs performed at another
  shop, and we have already spent a good amount of time and manpower to fix some
  of those issues. Please give ****** ****** a call or email if you would like to
  schedule a time to bring your vehicle by for us to look at and we can see if we
  are able to help with any of the issues you are having. Di***** ************ ****************************
  
  Thank you,

  *****

   

• Initial Complaint

  Date:02/29/2024

  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.

  I don’t usually write reviews but this is kind of ridiculous they called me to say my car was ready I came to pick it up it wasn’t ready I still had to wait and I was ok with it but then they could not put on the hubcaps to come back another day I was still ok with it now I came and they told me that they wouldn’t have time and to come back another day why would you say it’s ready if it wasn’t. The insurance payed you to finish a job not to leave it half way.

  

  Business Response

  Date: 03/06/2024

  Mr. ******* came in to pick up his vehicle before we had notified him
  that it was completed. When he arrived, we informed him that we needed his
  wheellock key to be able to install his hubcaps. We asked that he give us a
  head’s up when he was able to bring it by so we can make sure and have a
  technician ready. The next day he once again arrived unannounced, and without
  the wheellock key. As we informed him previously, we could not install the
  hubcaps without his wheellock key. We again offered for Mr. ******* to bring us
  the key and we would be more than happy to install the hubcaps. However, at
  that point he informed us that he wanted to take his hubcaps and install them
  himself.

  

  Business Response

  Date: 03/13/2024

  We stand by our statement,
  and our team’s assessment of the situation. Our store manager is still offering
  to take care of Mr. ********* hubcaps if he can provide us with the wheel lock
  key. In response to his latest claim, his wheel lock key was not required for
  any of the other repairs that we performed. We ask that Mr. ******* simply give us a call to let us know when he is able to bring his car in for the hub cap
  installation. We require around an hour to perform the work, so any time before
  4pm is best. We have tried multiple times to work out a solution and install
  the hubcaps for Mr. *******, and we feel the attempt to reach a solution is not
  being reciprocated. 

  Customer Answer

  Date: 03/14/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: in order to take of the hubcaps you need the key as for you asking for the key at pick up never happen.   I’m not looking for any money back but I do want to make people aware. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  **** ******* 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:12/18/2023

  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.

  In September 8 2023 my car was rear ended by another driver whose insured with farmers insurance , after my car was ready to pick up I found out that the car trunk doesn't open when fob is used and gets stuck unless i open it manually , I brought this problem to them from day 1 and kept telling them over and over , took my car to them with no acknowledgment to the problem , the guy ***** kept saying that he prefers not to call the insurance again since it shows them in bad shape since they have been paid for the service , my car's trunk till this moment does not work except if opened manually,
  the other issue is before even they had started with my car repairs I asked them about my request that I need to be involved with the insurance decision and be updated ed regarding the repairs cost vs car value and the decision to repair vs total my car , but never been granted this request even though I called him many times and kept asking about that with just promises to do so with no actions, and same for many and many calls regarding asking for a disclosure that my car doesn't have a frame damage from this accident , with no action or acknowledgment , I asked to speak with the manger many times never granted that as well as they keep saying they are busy.

  

  Business Response

  Date: 12/28/2023

  Mr. ****** did have an issue with his vehicle. We asked him
  to bring it back into the shop so we could take care of the problem. He stated
  that he was busy and sent a video. We can’t diagnose a problem from a video.
  His wife did bring the car back into the shop. We could not replicate the
  problem; we cannot fix a problem that we can’t find. Mr. ****** was called from
  the shop while his wife was there, and we explained this to him. There was
  frame damage to the vehicle, and it was repaired within OEM specifications. In
  regard to the vehicle being totaled, the insurance company makes that decision
  and informs the customer not Car Crafters. 

  Customer Answer

  Date: 12/29/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Never seen a manipulation from a business like this before !

  I was very clear that out of 10 times trying to open my trunk using car fob 8 of them fails that means there must be an issue.

  And  hold on ! You saying there is a frame damage ( chassis ) that was never mentioned to me before!!  and doesn’t that damage cause a car total ?? 
  Regarding parts  ***** were very clear and even the insurance who said that  you don’t use original parts Only after market, how come you say OEM !! unbelievable!! 
  
  
  
  
  
  Regards,
  
  
  
  **** ****** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:10/23/2023

  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 was recently rear ended and the person who hit me fled the scene of the accident. I heard not so great things about Car Crafters but when I saw they were nearby and my insurance works with them, I gave them the benefit of the doubt and decided to take my car there for an estimate and repairs.
  
  On 10/16/2023 I made an appointment for 10/23 at 8am for the Car Crafters at *** ******* **** ** for and estimate and to schedule repairs on my car. Since this location is close to my house and near the *** **** that I am familiar with. They said they examine my car, and they have a rep from my insurance company on site and they had mechanics there as well, so I didn't need to worry about the mechanical issues I was having - they said they would take a look.
  
  I arrived on 10/23 at 8:00 sharp and after providing my name, phone number, address and claim number they said they could not find me in the system and that I did not have an appointment. They said they can schedule me out for another day in the future. I let them know I took off work for this and I had this planned for a week. After I pushed back and spoke with the manager, they said if I fill out a form I can get seen right away as a customer walk in. So, I did the customer walk in form.
  
  Around 8:15am they called my name, and I was seen by a gentleman named ******. He let me know they would take the car back and do an estimate and should be done in 45 minutes to an hour. At 9:15 I came back, and my car was sitting outside of the garage in the pick-up zone. I let the lady at the front desk know I was there.
  
  I sat there for almost an hour, at 10:30 I was finally seen and ****** basically through an estimate at me that took literally 50 seconds. He was ready to walk away, and I said, what about the repairs, what day should I come back for repairs? His response was "someone named *** will call you".
  
  This company is pretending to be an auto repair/mechanic shop. But in my experience, they are anything but that.

  

  Business Response

  Date: 11/15/2023

  We have no record of the customer making an appointment. He said it was on-line but couldn't specify the platform. This gives us no way of determining if the appointment was even made with Car Crafters. Our scheduling systems generally sends confirmation when the appointment is made. Without seeing any evidence, it is difficult to determine if error was made on our end.

  Secondly, our phone records indicate that same morning shortly after he left, *** called at 11:37 am and 3:57 pm to schedule his repairs. After this point we had no further correspondence and have only heard from him via 3rd party review sites, where the same review has been posted. 

  We understand that mistakes are made. However, it seems in this instance that we attempted to accommodate him as a walk-in and reaching out to schedule repairs. We have not been given the same cooperation in return.

  Customer Answer

  Date: 11/16/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have phone records showing that I was in contact and spoke with my insurance company to confirm that I made an appointment almost 2 weeks before the scheduled work date. I have a statement from my boss giving me the time off to make this scheduled appointment. 
  

  I received a call from car crafters only after I called them after waiting so long and was told I would get a call back. I had to call in to get an update hours later. And I was told I would be given a call later to schedule my repairs and that never happened. 
  

  Also, my car has over $8,000 in damages and car crafters sent me home after waiting almost 3 hours, with an estimate for $2,000. Big difference. What took them 3 hours to have me seen? When the expectation was set at 45 minutes. Meanwhile, the intoxicated women at the front desk played on their cell phone chatting with each other ignoring customers and watching me sit there. I scheduled time off work for this. 

  I am disappointed but not surprised at the lies and deception that have occurred in this matter perpetrated by Cat Crafters. This is a sorry attempt to further take advantage of their customers. 

  
  
  
  Regards,
  
  
  
  ****** ******* 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:09/14/2023

  Type:Billing 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.

  got in a car accident on 6/11/23.On 6/27/23 I finally was able to get a quote from car crafters near my home (Rio rancho) they gave me a quote and informed me that they did not process claims through *********** but their other store on (Montano) did. I went ahead and took the estimate of documents to Montano. They took my car in on 8/18 a rental was never provided to me. My car was kept in the shop since 8/18got it back on 9/7. I only received a call once during the whole time my car was being repaired. The call was made to me on 8/23 by ***** stating that some of the damages on the back side quarter, the tire would not be fixed by the insurance they only wanted the front bumper fixed. That he needed to talk to me. I called multiple times and didn’t hear from them. I finally heard back on 09-7asked the guy on the phone if they had been able to resolve the issue they had with some repairs not being approved they said everything was fine the car was ready to go picked up. Keep in mind I work from 7-5:30by the time I leave work Car crafters is closed and they not once offer to make a one time exception to assist me even if I was going to be late 5-10 minutes after closing time. I picked up my car and they were trying to charge me 70 bucks for a tire replacement based on thread use because they had replace it. How was I not told about this xtra charge over the phone when I asked if there was anything else Also when I get my car the battery was dead, they had to jumper start my car.to top it all off, my was still had scratches, and a dent&also the back dent on top of the tire was still there! He mentioned there was nothing that they could do&I responded when I came in they marked all the repairs¬ all of them are fixed. How can you try to charge me for a broken tire cover and a tire but not fix the dent that’s right above it that was cause for that hit.I am still waitin on resolution from car crafters and a call back regarding them contacting ***********

  

  Business Response

  Date: 09/23/2023

  We regret that the customer feels as though they were not kept informed. That is unacceptable and we apologize for it. Regarding the amount owed the insurance company deemed a betterment was owed this is not our choice but it is our responsibility to collect those funds if we are to be paid in full. Regarding the repairs not performed this too is not our choice. We are in business to repair vehicles, the more we can repair with compensation the better it is for our business. If an insurance company is not going to approve and ultimately pay for repairs we will not perform them. We would be happy to perform the repairs if the customer is either willing to pay for them out of pocket or convince the insurance company they are related. 

  Thank you,
  Car Crafters

• Initial Complaint

  Date:06/27/2023

  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 took my car into Car Crafters in Rio Rancho secondary to a accident that was not my fault. My insurance company recommeded Car Crafters. When I took my car to them it was driveable however when I picked it up it was barely driveable. I brought it to their attention and they falsely said that I told them it was preexisting. They told me they do not do any mechanical work only body work. I contacted the insurnace and they sent an adjuster to *** ******** where I took the car. Both said the issues were not caused by the accident which I disagree. I had to sink quite a bit of money into the vehicle to try and get it running but it is still not driveable. The damages reported by my mechanic were a broken clutch, broken clutch forks, damaged starter and there is something wrong with the computer which he is unable to repair.

  

  Business Response

  Date: 06/29/2023

  Regarding the complaint filed against Car Crafters from **** ****.

  The repairs to the vehicle were completed in October of 2022. The repairs were relatively standard for a front end impact. The vehicle at the time had a bit over 70,000 miles. It should be well understood that Car Crafters is in the business of repairing vehicles. Which means we make money by fixing vehicles, not denying repairs. We work with customers and insurance companies to repair the items that we will be paid to fix. With this vehicle there was an insurance company involved and as with all insurance claims we are asked to identify the area of impact, and present any additional customer concerns. Upon review they informed us what was going to be compensated for under the claim. On this claim, upon initial review they denied covering the items that John is illustrating in his complaint.

  As is standard procedure they requested a second opinion. The second opinion also determined that the issues were not relatable to this accident. Car Crafters will not perform repairs with out compensation. Car Crafters was not at fault for or had any cause of the issues with the vehicle. Car Crafters completed the repairs we were paid to complete. This is not a valid complaint against Car Crafters and should be taken up with the insurance carrier who denied the additional items.

  Thank you

  ****

• Initial Complaint

  Date:05/03/2023

  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 took my vehicle to this Car Crafter’s on April 4, 2023 for a minor repair with my door. I was originally given a six day eta for completion of work. It is now May 3, 2023 and the work has yet to be done. I am renting a car through the ********** at the same location. As the work has taken much longer than I was told, my insurance coverage for the rental has run out, forcing me to pay an enormous amount for the rental car. When calling to collect this payment, ********** staff are extremely combative and rude, and seem to imply that I intend on doing something wrong because I have needed the rental for so long. ****, the tech at car crafter’s takes an enormous amount of time to call me back, and reported to me that a door had only been ordered as of last week, for a repair that began on April 4th, where the door was the only presenting issue. I am a single mother and the rental fees are impossible for me, and only as a result of the incompetence of car crafter’s.

  

  Business Response

  Date: 05/05/2023

  Dear BBB and ***** ******,I would like to start off by thanking ***** for bringing this complaint to my attention. It highlighted a large process problem that lead to the delays that were highlighted. ***** is now working with our store manager ***** ******. We are going to cover the cost of the rental from the original promise date through today, May 5th, when we are delivering the vehicle. Thank you

  Car Crafters Collision