CARSTAR Brunswick Reviews (%countItem)
CARSTAR Brunswick Rating
Address: 1191 Pearl Rd, Brunswick, Ohio, United States, 44212-2865
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I brought my car to this company to get an estimate done to get some paint correction done on my vehicle and I was told that I was going to receive an estimate within a day. However, when I called to get an update on the estimate request, I was told by the company that they would not give me an estimate on the repairs since there "might" be a law suite with the company that caused the damages. I came to this company since they have branches nation wide and if I had any issues with the repair then I could go to any branch. Moreover, it seems like I will be forced to go with a different company because they refuse to service my vehicle.
On October 17th 2019 our vehicle was dropped off for body repair after a claim was made with progressive insurance.
When I collected the vehicle from you on October 28th 2019 we wrote a check out to your business will the full intentions of paying the remaining balance. We immediately noticed the bumper/ grill assembly still had a crack in the same location that was caused by the accident. I brought this to your attention before leaving the lot and you stated that you would fixed it and also stated that you are unsure how that happened as the bumper is brand new. We needed our vehicle and left with the agreement that you would fix next week. I returned home and parked my vehicle in the driveway before leaving again and immediately was contacted by my husband who told me to return home due to fact that he noticed a large amount of oil in our driveway where our van was parked. I returned home and we crawled under our vehicle and observed transmission and radiator fluid leaking from the radiator. I parked our vehicle again and you were again contacted about this addition issues and a photo was sent to you by text message.You also stated that you would again fixed this problem but stated that it would have to be tomorrow as the shop was closing. This was unacceptable as I need my vehicle for work and to transport my two children. I had my husband tighten down the transmission cooler lines, which he stated were very lose, to the radiator to stop the leak. He also had to go to the auto part store and buy fluid to replace the fluid we lost. I then decided that we had to protect ourselves and I responded to our bank to stop payment on the check. We contacted our insurance company and told them the issues we were having. They stated that our shop would not perform such poor work and further advised that they contact us back about fixing the problems and getting us a rental. Progressive contacted us back and stated that a rental would not be provided by you or them and the claimed was closed.
We have not heard from you or progressive until today almost a month and a half later when you respond to the Brunswick Police Department. When we were contacted by the Brunswick Police we learned that you told then untrue information. You did not make any attempts to contact us or fix the problems. It is our position that you do not replace the bumper/grill assembly and you charged our insurance company for a new one. The seams on the bottom of the bumper fog light area are also still uneven and pushed out. See attached photos of the accident damage and the photos of your repairs.
After further investigation of this claim the following is what we concluded. Below you will have statements from all parties involved including the Rep from Progressive along with their notes.
The vehicle arrived at the shop on 10/22/19.We completed repairs on 10/28/19 and the customer agreed to pick up the vehicle on 10/29/19. Kevin inspected the vehicle per our company standards and found that all of the repairs had been completed and that nothing required further attention (nothing was broken).
Here are Kevin's notes concerning delivery of the vehicle. These are available in the customer's assignment on Mitchell Connect: This note was made at 4:47PM on October 29, 2019.
Kevin K
CUSTOMER PICKED UP VEHICLE THEN CAME BACK IN AND STATED THE GRILL WAS STILL CRACKED. I INSPECTED THIS VEHICLE & THERE WAS NOT A CRACK IN THE GRILL. CUSTOMER WAS IN FRONT OF THE VEHICLE WITH THE HOOD UP AND DOWN AND KEPT LOOKING AT THE ENGINE FOR OVER TEN MINUTES. I ADVISED I WILL ORDER ANOTHER GRILL AND WILL PAINT IT AND CALL THEM TO COME BACK IN.
Technically, no one saw them actively break the grill. What we do know is that when the vehicle was ready to be delivered, there was not a crack in the grill, however when the customer opened the hood and leaned over the grill to study the engine, the grill somehow got cracked. Despite the fact that we are all certain that we did not crack the grill, we agreed to order a new grill and have the customer come back in.
The customer called the next day to tell us he had an oil leak. We advised the customer that we would put them in a rental at our expense. Here is Kevin's note from 9:56AM on October 30, 2019:
Kevin K
SUPP FOR CORRECT A/M RADIATOR. CUSTOMER CALLED TO SAY HE NOW HAS AN OIL LEAK. I ADVISED HE CAN BRING IT IN AND I'LL PUT HIM IN A RENTAL AND TOOK A LOOK AT THE LEAK.
We set up the rental reservation (at our expense) for the customer so that they could bring the vehicle back in ASAP, however they never showed up. Lisa B with Progressive was here that day as well and she contacted the customer several times by phone and text to try to figure out why they had not come in and if and when they still planned to do so. Here is her note from 4:38PM on October 31, 2019:
LISA B, PROGRESSIVE
OBC TO IO, ***, STTED WAS GOING TO DROP VEHICLE OFF THIS MORNING AND DID NOT. SHOP CALLED AND LVOM'S AS WELL. LVOM TO PLS CB AS WE WOULD LIKE TO ADDRESS THESE REPAIR ISSUES AND ALSO ADVISED WOULD LIKE TO ADDRESS ASAP SO ISSUES POTENTIALLY DO NOT CAUSE MORE PROBLEMS-IF OIL LEAKING AND RELATED... PROVIDED CB#
We attempted a few more calls to the customer, as did progressive. On November 11, 2019, Phil informed us that the customer had placed a stop payment on the check they wrote for their $1000.00 deductible. We noted this in Mitchell as well and we and Progressive attempted to contact the customer concerning the same. Here is a note from Kevin from 4:39PM on November 11, 2019:
Kevin K
CUSTOMER STOPPED PAY ON DEDUCTIBLE, LEFT VM FOR CUSTOMER.
And here is another from Lisa B with Progressive from 11:36AM on November 12, 2019:
LISA B, PROGRESSIVE
LVOM WITH IO TO PLS CB. ALSO SENT EMAIL. From: Lisa B Sent: Tuesday, November 12, 2019 11:36 AM To: *** Subject: Progressive Claim#*** Hi ***, Myself and the shop have made multiple attempts to get a hold of you in regards to your repair concerns. Can you please contact us so we can work to resolve any questions or concerns you still may have. Thank you for your time, Lisa B Managed Repair Representative - CLE
I made calls to the customer almost every other day between 11/12/19 and 11/18/19, when I e mailed Lisa B with Progressive to see if she had had any luck reaching the customer. Her final response to me in an e mail on November 18th, 2019 was, "I tried multiple times as well.
This is up to you, going forward maybe change accepting personal checks because of this."
From there, I made 3 more calls to the customer and left voice mails each time. Since this was not garnering any type of response, I sent a letter stating that the customer's deductible was still due.
About a week later, I contacted Theresa to see if she had any suggestions as to other things I could be doing to collect on this. She reached out to Greg and Phil who both suggested that we file a report with the Brunswick PD for theft of services. I went to the police department on 12/13/19 and did so.
This is when the customer filed their Revdex.com report.
Please let me know if you need any further info.
I am rejecting this response because:
lies lies and more lies.
I am sorry you feel that way.
;I am rejecting this responsf. It's funny how you say I inspected my car for 10 minutes in your lot so you don't encourage customers to inspect the work that you just performed I'm lost