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Business Profile

Auto Repairs

Custom Automotive

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Repairs.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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Complaint type

  • Initial Complaint

    Date:04/18/2023

    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 brought my car to Custom Automotive to have new suspension parts installed. I visited the shop a few times while they were in possession of the vehicle. I noticed right away that some of the parts were improperly installed. Part of the rear suspension was installed backwards! Once they were done, and I brought the car home to continue working on it. I had trouble installing the engine because of another improperly installed part. I had to call the flatbed truck to pick the car up, (at MY expense of $80), and bring it back to the shop. I explained how the part should be installed, but they ignored me and used 3 employees to force the part to cooperate. The car is not safe to drive because of more improperly installed suspension parts. I am currently awaiting another flatbed truck to take the car to ANOTHER shop to undo all of the work done at Custom Automotive, and have it done properly. This will be an expensive endeavor for me. They also damaged the car. They jacked up the front of the car in an area that was not designed to support the weight of the car, and now is badly bent and needs to be replaced. They said nothing to me about the damaged radiator support. I discovered it once the car returned to my home.

    Business Response

    Date: 05/10/2023

    The Car was brought up to the shop to put on New Suspension on it, He told us that it was OE replacement parts at time of quote before car was even brought or parts were in our possession and when he brought the parts to the shop it was all aftermarket modified parts which is a lot more work than just taking out the old part and putting the new part on. The car is a **** El Camino. The floorboards were rusted out. We jacked it up on the frame because of all the rust and we didn't even touch the radiator support. The back lower control arms were put on backwards but were reinstalled the correct way before the rear suspension was complete. He had problems with putting in the engine because he couldn't get the bolt to go into the second hole it was already in the first hole and claimed that we put the engine mount was put on wrong but all we did was line up the motor mount pushed the bolt through the second hole so he could put the nut on. Then when he got to the shop he said so you had to flip the motor mounts and i said no all we did was line the hole up. He claimed that we put in the front springs and control arm on wrong which is totally untrue because there is only one way to install them.Each time he came up to the shop he was constantly questioning things and really was hindering ** from doing the work to the car trying to tell ** how to do something before we were even attempting to install a part that was being talked about. Therefore we feel like the job was done correctly and we should not be held reliable especially when the customer supplied all parts.
                                                                                                                     Thank you.
                                                                                                                          Custom AutoMotive

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