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Business Profile

Auto Body Repair and Painting

Car Crafters
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:10/12/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 accident which wasn't my fault, the person's insurance which is **** sent me here to have my vehicle fixed, there was a problem which the dealership had to remedy which they did, I called everyday since getting my vehicle back from the dealership and have been ignored, the insurance adjuster has also not gotten anywhere with them, I've left several messages for the technician, I ask for a manager, the technician even told the receptionist that he was going to call me back within 30 minutes and he never did, come to find out this is one of the only body shops **** deals with, so now I have to get the money from the insurance company and find a body shop that has availability and cross my fingers there's no supplemental charges from damage unseen, very unprofessional of the company as they have the parts for my car, i have been patient with them and got no where, I have the rental car place wanting to cancel my rental as I can't give them a definite answer as to when I can get my car in to fix, this has been going on since 08/02/2022, how can a place that's supposed to be an approved vendor with the insurance be such a horrible experience what an inconvenience the vehicle in question is a 2015 Ford Mustang Gt premium 50 year anniversary edition.

      Business Response

      Date: 10/17/2022

      In
      regards to ***** ******** Mustang there are a few details that must be understood
      as to why we initially began repairs and then re-assembled the vehicle and
      returned it to the customer. Upon dissembling the vehicle we found a substantial
      amount of damage unrelated to the new accident. The largest issue was the side
      curtain airbags were deployed, rolled back up and the headliner was glued back
      to the airbag itself. As this was not related to the accident the insurance
      company would not cover the necessary repairs to make the vehicle safe. The
      customer was contacted and advised that these items would have to be resolved
      before we could work on the car. Lastly, I also find it hard to believe that
      after all this customer “has went through” that he would not have contacted his
      insurance company, our store manager, or anyone else in our facility.

      We
      would still happily repair the damage sustained in the accident; however, as previously
      stated, all of the incomplete repairs from the prior accident must be performed
      prior to or the customer must be willing to pay for us to perform those
      repairs. There are multiple other collision repair facilities which may repair
      the customers vehicle with out returning it to a safe state. Any insurance company
      will allow customers to choose their preferred facility however if that
      facility is not part of their DRP program their national warranty will not
      transfer. That said any facility on one of those programs will likely require
      the same safe repairs as Car Crafters does.

      Thank you, **** *******

    Car Crafters is BBB Accredited.

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