Complaints

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had numerous vehicles there for repair without issue but this last time it has been nothing but a hassle. We have 3 vehicles there that need repaired and never once received a quote or had a discussion about storage. I've asked for quotes on all vehicles more than once. His guy looks up in the sky and says 5 grand. I told them I wanted an actual quote not a guess on the silverado. I have a trailblazer ss down there that he's just trying to tell me it needs a motor but hasn't told me what the issue is or cost to repair so I can decide on my own. Now he knows I want them out of there because he's not trying to fix them at all but he's trying to tack on so much storage that he never mentioned when they didn't do their job. They went there for a quote for repair. 17000 is what I'm being told on my silverado alone and that's absolutely ridiculous. I think hes trying to steal the vehicles since he is asking for the titles. At this point I want my vehicles out of there because I want them fixed not stolen. This is absolutely ridiculous.

  Business response

  06/06/2023

  Mr. ******** ********* has had three vehicles here with us at Carl’s, the first of the three vehicles was repaired and quoted in a timely fashion however Mr. ********* took over six months to pay the repair bill in full. Mr. ********* was not able to provide the funds in a timely manner. Here at Carl’s Body Shop we do not allow vehicles to be delivered until the repair bill is paid in full. We required a down payment on all vehicles before starting repairs. 
  Mr. ********* requested to have his Chevrolet Trailblazer SS towed to us on April 19, 2021. Our mechanics advised that the motor was completely locked up, we advised that this vehicle would need a replacement motor. Mr. ********* had multiple options as to repair- rebuild, new, or used motors. Mr. ********* never provided Carl’s Body Shop with a decision as to what choice he made or a deposit to begin repairs. This vehicle has now been stored at Carl’s Body Shop for over seven hundred days. 
   Mr. ********* requested to have his Chevrolet Silverado towed into our facility on August 7, 2020 due to damages caused by an electrical fire. We advised him that the vehicle would need a complete engine wiring harness, replacement of electrical components, replacement of all melted exterior products, and extensive body work. Mr. ********* agreed upon the price of $6,700.00 to proceed with repairs, however Carl’s Body Shop never received a deposit to begin work. Mr. *********’s vehicle has now been stored at Carl’s Body Shop for over one thousand days - totaling in storage fees of over $17,000.00.

  Customer response

  06/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I know these to be lies. The trailblazer SS isn't locked up because it would crank over but wouldn't start. It's impossible for a locked up motor to crank over. That's lie number 1. Lie number 2 is the timely manner part on the repairs. It took them over a year to repair the body on the cruze. I guess it didn't matter to them because it wasn't insurance paying and we were paying out of pocket. And the 3rd lie is that an amount was agreed upon for the silverado. We were never quoted a repair on the silverado on paper or anything else. His guy looked up in the air and said about 5 grand. I said and I quote ok get me a quote to look over and never received it. I find it odd he's been asking for the silverado title ever since it has been there and now he's trying to add so much storage on there so he can keep it when he NEVER held up his end of anything except fixing the cruze. I personally feel like he is trying to take advantage of what happened to be a series of unfortunate events that happened to us and is trying to cash in on it. I never thought he would pull anything like this on a long time customer but I guess that goes to show you you can't trust anyone 
  Sincerely,
  
  ******** *********

  Business response

  06/12/2023

  Unfortunately, when the Chevrolet Trailblazer was assessed by our mechanic, we came to the conclusion that this vehicle needs a motor replacement. We would need a deposit to begin work and explore replacement options for you. When the Chevrolet Cruze was in for repairs, we had many issues with receiving funds from Mr. ********* in order to deliver the vehicle, resulting in delays. 

  At Carl's Body Shop we have also never received a deposit for repairs on the Chevrolet Silverado, therefore we cannot begin repairs. This vehicle has been stored at our facility for multiple years now- this explains the storage bill. 

  Customer response

  06/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I no longer want my vehicles repaired at Carl's Body Shop. I want them out of there. I never received a quote for either and when I ask for one numerous times at that nothing until this last time. This last time I ask for a quote and they start talking about storage and how much the storage would be when he was supposed to be quoting repairs. So he doesn't quote repair and I'm supposed to pay for storage? I don't think so. The only response I'm accepting is my 3 vehicles coming out of there and I will find someone who will actually quote the repairs and tell me exactly what is getting done and how much like a professional business is supposed to do. I want my 2005 silverado, 2007 trailblazer ss and my 1997 blazer released and out of there. That being done I will call it a wash and close this out. 
  Sincerely,
  
  ******** *********

• Initial Complaint

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called around for tow service. During the calls each tow company only asked my location, model of car, and phone number. Stating that a driver would call me when in route. Never was in credit card information given over the phone nor asked for. Shortly afterwards; Carl’s towing (driver) called asked for an actual address. (I still have driver cell phone number saved in my call log). After more than an hour, ***** ****** shows; driver confirmed drop off location and began hoo**** my car to his truck. One minute later carls towing pulls up behind us. Driver gets out the car walks past us to the ***** truck driver speaks with him for a moment and leave. I didn’t think nothing of it. ***** ****** towed my car home. Presented to my a receipt of what I owed. I handed him my physical Bank Card. Shortly Afterwards I receive two charges from ***** ****** and from Carls Towing. I called ***** and asked them why did they share my card information with Carl’s towing that there was no possible way for them to get it unless the driver shared it with them. And that I believe that what the two drivers were tal**** about during pick up. Ask for driver name to file police report. Wouldn’t give me drivers name. ***** told me a supervisor would call me back. No call as of yet. I called Carl’s towing and told them I have an unauthorized charge from them and that that information was stolen and not given to them. The woman I spoke with (*****) stated well it was given to us. We charge a service fee. I asked how is it legal to take my cc information and charge my card without my knowledge. I informed them that I was filing a complaint with the bbb and calling the police. She laughed and asked me was I done. I hung up. I’d like to file a complaint against both businesses Carls towing ************ Carls towing (Driver’s cell) ************ *****’s Towing ************

  Customer response

  02/13/2023

  I definitely think this is a big mistake and scam. And the fact that y’all are allowing these things to happen and the company does not even have to address it is crazy. how is okay to charge me for service you never provided. How is okay for Carls Towing to get my CC information from *****’s without my permission? Input it in their system (which is stealing my cash and cc information, identity theft etc). Never provided a receipt of service or charge.  And not even notify they’re going to charge me. Or speak with ME regarding possible charges for services never provided.  how is this legal???? And I would have never known about the charges if it wasn’t for my bank notification? That’s like me calling Uber, Lyft, and a taxi. Choosing to ride with a Uber instead of taxi, and then the taxi service calling Uber (NOT ME BECAUSE THEY HAD MY NAME AND NUMBER) and illegally getting my card information and charging my card.

  
  

   Even when I called Carl’s after bank notification of charge and asked for an explanation I spoke with ***** who was extremely rude and she laughed about it. So basically y’all the BBB is telling me that it’s okay to charge for service not provided and illegally obtaining the cc information to charge customer. I can do this to my customers???? Absolutely not! I would have to answer to this.. they should too.

  
  

  02/13 2:59p I Spoke with **** from *****’s towing. Stated that he spoke with his driver and he driver admitted to doing so. Stated that he embarrassed to even have to make this call that he apologized; and that he’s issue a half refund as well as the $25 back that Carls towing charged me. And that he was personally going to call Carl’s and address this issue with him. Stated if they’re an issue with customer and another company they do not get involved and certainly don’t share customers cc information. 

  I have yet to receive a refund . And now BBB (********) telling me Carl’s did nothing wrong. Wow! 

   Then to be told from BBB that they’ll canceling one complaint and only investigating one business that I can’t file two complaints??????? when I filed TWO separate complaints on Two separate businesses and BOTH was in the wrong. I didn’t file two separate complaints on one business. 

  
  

  BOTH business should have to address this.. *****’s was wrong for illegally sharing my personal CC information with an outside business without my permission. And Carl is wrong for illegally using my CC information and charging for service never provided, not even notifying me or communicating with of the charge or why the feel I should be charged , etc. 

  this is unbelievable; I can’t believe this is happening 

  Business response

  02/16/2023

  On 2/13/2023 we received a call at 11:30am for a tow for a 2003 Lexus from ******* *******- we quoted this customer a 15-25 minute arrival time. This tow was dispatched to our driver at 11:31am- we arrived on scene of the tow at 11:54. Twenty-three minutes had elapsed before we arrived on the tow, upon arrival *****’s towing was already hooked to the vehicle. A standard “dead run” fee of $50.00 is typically charged for our time, gas, and equipment- however we discounted the fee to $25.00 due to the tow being nearby our shop. Mrs. ******* was informed that there would be a gone-on arrival fee from the other towing company. Due to the circumstances, we discounted our typical gone on arrival fee in efforts to be courteous. This could have very easily been avoided by giving us a call to cancel our services. Unfortunately, we will not be able to issue a refund due to our time, equipment and fuel being utilized. 
  
  

  Customer response

  02/16/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  All of this is incorrect… not one time was a time of arrival shared nor was pull up fees discussed. I have a right to choose service from whom ever I want!! And never is it okay to illegally obtain my credit card information to charge my card what you THINK I owe you. The driver never not once came up to ME during arrival (but went straight to have a conversation with *****’s driver which is interesting since I’m the so called customer you’re planning to charge a pull up fee) to explain these charges nor to personally Get My Card From me. Both the office at Carls towing and their driving had my name and personal cell phone number and never contacted me for card information or owed charges. *****’s has apologized for illegal giving out my card information and sent a statement. I have file a police report and disputed CARLS TOWING CHARGES with my bank!!!!!! This is illegal and I’m ta**** further for legal actions… my attorney ***** **** will be reaching out!!!! Since they want to play these games…. Very unprofessional and ignorant. No matter how they feel about what services they never provided!!!!! The way they obtained my credits card information is ILLEGAL. 

• Initial Complaint

  08/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  07-29-22 They are not operating under compliance with Ohio revised code 4513.601. My husband was charged $220.00 for a "tow" when the vehicle had not left the property yet. According to the law, he should've only be charged half since it never left the property. The bill was $210.70 but the driver didn't have change! According to the law, they have to accept credit or virtual payments. We were charged a $17.00 storage fee when the vehicle was not in fact stored because it never got towed. There were no signs posted at all (We have photos to prove) stating it was a tow zone which again according to the law, in order to be in compliance with towing rules, signs must be posted to notify the public. Then, the owners name and telephone number were listed on the receipt. My husband called him because he'd received permission several times to park there for a job and the owner had no idea about the tow request. Once I FINALLY got to speak with the manager ******, he was extremely rude and unprofessional. He stated that he KNOWS there were signs posted and we likely took them down, When I asked for him to send us a refund of the storage fee and overpayment due to no change his response, "I wouldn't wait too long for that!" He also claimed that the driver was already on his way when my husband intervened (which is not true. The driver actually waited for my husband to go get cash in the alley). When I tried to explain that to ******, his exact words were that he'd "heard this story from twelve different people today, what makes me think he's going to believe me!?" He then stated I could "call the state or call the President for all he cares because he wasn't giving me any money back!" I spoke with three different people there and received very different information, excuses and lies from each. At this point it isn't about money. I never once expected a full refund it's the principle of how they do business and how the manager, ****** treats people.

  Business response

  08/23/2022

  Our company was requested by the property owner to remove a vehicle from his property, which we are under contract to do so. When we arrived it was a truck and a trailer, so we proceeded to hook it up and remove it from the property. The owner of the truck was told multiple times not to park there. There were signs posted and we have pictures to verify. We removed the truck from the lot, the driver was heading back to the impound lot, our other driver that was still there relayed that the owner agreed to pay the full towing charges if we brought the vehicle back. Once returning back to the parking lot to accept those fees in order to drop the truck and trailer, the customer paid. We released the vehicle back to the owner and left the property. Upon arrival back to our facility, the owner's wife called stating that we broke the law. We did not, we legally towed the vehicle as a private property tow and dropped upon accepting the fees. As a courtesy we allowed our driver to tow the vehicle back to the owner, instead of impounding. We refunded the storage fees although it was agreed that the whole bill would be paid. If any other information is needed please contact the business owner, **** ****** at **********. Thanks in advance.

*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. ↩