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:12/10/2024

  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.

  12/10/2024
  
  I am writing to formally file a complaint against Carstar of Lexington, SC, regarding a troubling experience I had with their services.
  
  On 5/6/2024 , I took my vehicle to Carstar for repairs. During this process, my ELO stolen vehicle location device was removed from my car. I have GPS tracking for this device, which confirms that it is still located at the shop. Despite my attempts to resolve this issue directly with the office manager, Julie, I have not received a satisfactory response. I am requesting that Carstar purchase a replacement device and have it installed by my dealer. I have never dealt with a more dismissive and uncaring person as the office manager there Julie.
  
  Additionally, I have ongoing concerns regarding the quality of workmanship. Two of my door panel handles are clearly falling off, and Carstar has refused to address this issue under their warranty, which is disappointing and unacceptable.
  
  I believe that a business should stand by its services and warranties, and it is clear that Carstar has not done so in my case. I hope that the Better Business Bureau can assist in resolving this matter and encourage Carstar to honor their commitments to their customers.
  
  Thank you for your attention to this matter. I look forward to your prompt response. I also request you contact me by email. Julies stories change from conversation to conversation.
  
  Sincerely,
  Adan M. *****

  Business Response

  Date: 12/12/2024

  Mr. ***** has had 3 repairs done at our facility, the latest repair was done in September of 2024. Mr. ***** came by with some issues from the latest repair stating that he felt like his alignment was off, he told me that he had taken it to ********* ******** and they stated that the alignment was in spec, but he still felt like something was off. I told him that I would be more than happy to have our mechanic take a look at it and see if there was anything that needed to be addressed. Mr. ***** then mentioned to me about the ELO device and a trim panel from a repair done in May of 2024. I told him that I did not believe that we would have “disabled” the ELO device due to the nature of repairs and that we would have no reason to physically go into his dash, but that I would ask and get back with him. He also stated that the trim panel on his LT  front door was loose, he stated that a gentleman told him that it may need to be replaced, I told him I would check on that as well. 
  Mr ***** then called back a couple of weeks later wanting to get on the books to have the alignment checked. I scheduled him for a Friday, but my mechanic informed me that he had a large job on the lift and to see if Mr. ***** could come in one day the following week. I called Mr. *****, he did not answer so I sent him a text, which he read but did not reply to. The original text was sent on 11/07/24.
  On 11/14/24, Mr. ***** texted me asking for the shop email, which I sent him, and I again asked him if he had another date in mind for my mechanic to check out his alignment issue. He then texted asking about the ELO device and the trim panel, I told him that I again needed to verify and something in writing from the dealer stating that we had taken it out because I checked, and it was confirmed that we would have had no reason to mess with something in the dash for a bumper replacement job done in May of 2024. I also told him I would verify the trim panels as well. The owner was in the front office, so I decided to call Mr. *****, immediately upon answering the phone, he became verbally abusive stating that “no one is going to call him a f***** liar” and proceeded to scream into the phone to me that he had proof that we had taken it out. I tried to explain to Mr. ***** that I never called him a liar and that I was simply trying to verify the information / proof that he had. Mr. ***** screamed some more obscenities and then hung the phone up. 
  After he hung up, he proceeded to text me, and at one point threatened with “you don’t want me to come up there” 
  

• Initial Complaint

  Date:07/28/2022

  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.

  My car was involved in an accident & the defendant's insurance company went through CARSTAR in Lexington SC to have my car fixed. My car went into their shop early April, I got it back weeks later, and my sensors were not working. The car went back into their shop the same day. Upon receiving my car back at the end of April/beginning of May, the sensors worked for 2 weeks and went back out.
  My dashboard states that the car needs to go to the dealer, which would be Toyota. I informed the representatives at CARSTAR & was informed that they have their own person to fix that issue. The issue has not been fixed. I personally went to visit CARSTAR to inquire about them fixing my car the correct way & was informed to leave the premises & that they would not be doing anymore work on my car, stating the job was done. I was told that the sensor (blind spot) for my car was $1199, which was paid by the insurance company, but yet the sensor does not work. CARSTAR refuses to do anymore work on my car even though they were paid to get the job done.

  Business Response

  Date: 07/28/2022

  Business Response /* (1000, 6, 2022/07/28) */
  I have explained this to Ms ****** several times. We have completed all of the repairs that the Insurance Company has paid for. She is having an issue with one of her Blind Spot Monitors losing calibration. We were going to take it to the dealership, but when we called the Insurance Co, State Farm, they advised NOT to do anything else on the claim because they are cancelling the claim due to Ms ****** being found at fault or liable for the accident and NOT State Farm. Ms ******'s issue is the result of State Farm cancelling liability on the claim.
  
  However, we can no longer do business with Ms ****** due to her behavior at our shop on 7/18/22. She threatened several of our employees, stating that she was going to tell her grandson to come to the shop and **** everybody up. She also made racist comments to one of our Hispanic employees. THAT is why we had to ask her to leave the premises. We also had to call the police and file a report because several of the employees were very shaken up and fearful for their lives over the next couple days.
  
  Therefore, Ms ******'s issue is actually with the Ins Co and their determination of liability. So, she will need to seek resolution from them. However, she will have to use a different body shop because of her behavior and interactions with our employees.