Complaints

• Initial Complaint

  11/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ****** ********** at Car Star Superior Collision on ***** IS-90 W accepted a State Farm payment of $4,223.32, but returned my car with a missing piece that he has failed to replace for more than 5 months as of today (11/24/24). He gave us a fake ***** tracking number for the part he claimed to have ordered in September. We have copies of all the emails, and recorded our last 2 conversations. ********** has opened an investigation. May 14 Started repairs June 14 Repairs completed June 18 Sent email about missing part Unknown date Went to shop to replace missing piece, but it was the wrong part. He said they would order the correct one Unknown date Called shop for update, ****** said they tried to deliver part when shop was closed, so he was going to have it redirected to my home for me to receive and install myself August 29 Sent follow up email August 30 Phone call recording- Stated that he would go to pick and pull to find one over the weekend, or take it off of his buddys car. When he called back, he said his friend had a 2011 *****, and he would pick up the piece from him on Saturday. He emailed Tuesday and said his friends car was the wrong year, and he was going to order a piece off *****September 4 Received email asking if the new piece he found online was correct September 12 Email reporting *** for the missing part was 9/17 October 1 Phone call recording- stated part arrived in *********** 9/27 and was attempted to be delivered at the shop before it opened. I told him not to deliver it to my home, so he said he changed the delivery address to his house, and he would call when it arrived. He gave a fake Fed Ex tracking number of **************. After the phone call, I checked the tracking number and it did not exist. I emailed him and informed him that I would be escalating the situation.October 15 Situation was reported to State Farm- **** ****** October 17 Report was submitted by **** ****** to the claims team for investigation

  Business response

  11/25/2024

  We want to extend our sincerest apologies to *** and Mrs. ****** Please be assured that we are currently investigating the matter. We will keep them informed throughout the process and make every effort to resolve this inconvenience promptly. 

• Initial Complaint

  09/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My insurance provider issued payment for their work, however they proceeded to sit on my car for an additional two weeks, which resulted in $310.82 in excessive rental car charges. Though there is clear documented evidence of the sequence of events, they remain nonresponsive and unwilling to take accountability for their error, which negatively impacted me.

  Business response

  10/06/2023

  Customer was explained process when working with insurances that are not in our direct repair network. As a courtesy for any misunderstanding, we provided refund to cover the cost of the insurance not wanting to cover the additional days of rental. Check was issued and picked up by customer. 

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  October 26, 2022 BBB See Docs for explanationOn the day of the accident July 5th, 2022 in addition to the body damage, my car incurred an alignment issue with the steering wheel turned to the right at about the 2 o'clock position when driving straight, and some dash lights had illuminated, one for DSC (dynamic steering control), a, "BRAKE" light and an "!" exclamation symbol. The claims adjuster noted these lights were on upon inspection of the car, and also noted that an alignment should be performed and the lights on the dash diagnosed/ repairs made and reset.The body shop, CARSTAR Superior Collision performed their body work beginning on or about July 21st, 2022; they subcontracted the alignment to Big *** Tires in *********** and they also subcontracted the diagnostics to, ProTech Auto in ***********.Shortly after being told by ******* that my car had been repaired, and was ready for pick up, the same dash lights came back on and the steering wheel was not straight. The car also drifted and felt like it had not been aligned. I returned the car to CARSTAR Collision to address the repeated issue. They had ProTech (subcontractor) return to their shop, performed another diagnostic scan, and advised I needed a NEW BATTERY is not due to the accident, and was told replacing the battery will resolve the dash lights and steering issue. I purchased the battery from CARSTAR Collision and they installed it, and the dash lights were cleared. ($208.52)As luck would have it, I picked up the car and shortly thereafter, the same issues had NOT gone away. Again, I returned to CARSTAR Collision, they had ProTech run yet another scan, and stated there was nothing else they could do for me and, I would be responsible for paying for this scan. I paid CARSTAR ($149). CARSTAR provided a ****************************. Inv stated I needed to address, FRONT SUSPENSION issues unrelated to the accident. Inv attached.2nd opinion by AAB, Took car to dealer bill $387.45

  Business response

  11/02/2022

  Carstar Superior Collision Addressed Concerns with ******************** and refunded $531.45 back to ******************** for additional repairs paid out of pocket

  Customer response

  11/07/2022

  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.
  
  Regards,
  
  ***********************

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Enterprise charge on my credit card on 8/29/22 & called them. They said ***** stopped covering on 8/22 called ************ said no coverage beyond 30 days. I called Superior Collision asked to speak to ******** who said it would still be a while for completion due to additional damage. I explained situation with car rental & asked to speak to mgmt. Was transferred to *************************, Superior owner. ****** advised that Superior continue paying rental & transferred me to Office Mgr ***** to set up. She said I could use 1 of their loaners but called me stating no loaner available Id continue with the rental & they would pay for it. Asked daily charge I stated $35 she said there was no way she could pay for it now or add their card so upon returning to pick up my car provide her the receipt for reimbursement. I continued communicating with Superior 2-3 times weekly for updates where they kept extending completion as they kept finding damage. I also kept reminding them of the rental & how the tab was running under them. I kept offering to return the rental & get 1 of their *********** would always get the same response "NO LOANER AVAILABLE, continue with the rental". Today, 9/21/22 at exactly 2:33 pm ******** called stating "I've got great news, your car is ready." I said, "OK I'm at work let me get out return the rental & I'll be there". I arrived at Superior at approx 4 pm & still had to wait as the car was NOT ready. I provided car rental receipt for reimbursement when I encountered problem from NEWLY hired Finance Mgr ***** stating no pmt to me as ***** is not their preferred client & ***** needs to reimburse me. In good faith I did the following took them original ck I received approx mid Aug. & is not due until car is picked up. When arranging the pmt of the rental I told ***** that upon picking up my car they could reduce my $251 deductible from the rental balance. Enterprise total is $940.40. $940.40 - $251=$689.40. Im seeking $689.40 from Superior.

  Business response

  11/02/2022

  Carstar Superior Collision Reimbursed *************** $690.46 on check # ***, in addition Carstar Superior Collision also picked ************** vehicle back to address some concerns with repairs. To our current knowledge all of Mrs. ****** Concerns have been addressed

  Customer response

  11/04/2022

  Complaint: 18059846
  
  I am rejecting this response because: it is NOT TRUE they picked up my car to fix the damage they caused while in repair. I had to take it in and they didn't provide a loaner nor a rental for The day I had to manage getting to work while being short handed ONE vehicle. On top of that they didn't deliver, as they had stated, the c ar to me once completed, I had to find a ride to pick it up. I encountered nothing but delays, lies, hardships and run arounds during my entire process. 
  
  Regards,
  
  ***************************

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