Craftsman Auto Body Inc.

Review: I was suggested this company by insurance provider ([redacted]) as one of their Auto Repair Xpress Facilities. The work took ages, was poorly done (they attempted to return the vehicle as fixed although unable to start amongst other things), deposited funds prior to the work being completed, as well as guaranteed a car rental return into [redacted] Rental. Instead they drove the rental around the back of the shop, where they left it parked for 22 days without once notifying me. When initially asked the shop denied the car being on site. Although the rental was provided by [redacted], I was personally charged $541.00 for the car [redacted] documented as abandoned despite my returning as directed. [redacted] handled both transactions (guaranteed [redacted] return and unethical check deposit). Shop proclaims that a contact was made with [redacted] to pick up the vehicle although unknown and unrecorded with whom and when. Worst customer service.Desired Settlement: Refund on Services

Car Rental Issue Resolved

Car abandonment removed from rental history via log of contact made

Explanation to [redacted] as to why I nor they were notified that the rental was still on property and not picked up

[redacted] to remove from list of premier service providers

Business

Response:

December 26, 2013

[redacted],

This is the response to complaint number [redacted] brought her car in to our shop through a [redacted] Auto Repair Express claim, which [redacted] provides the onsite adjuster to approve the damages to be repaired. Craftsman Auto Body only repairs the estimated damages per [redacted]’s estimate. After [redacted] declined some of the repairs [redacted] spoke with a [redacted] supervisor who then authorized the denied repairs. [redacted] needed a rental for time of repair which was to be paid for by [redacted]. We have an onsite rental company which she was unable to rent through and chose to use [redacted] instead. [redacted] advised [redacted] that her rental was to be returned to their facility directly and they would provide her with a ride back to Craftsman to pick up her vehicle. She dropped the rental off at Craftsman instead at which time [redacted] was advised to call [redacted] to tell them she dropped the rental vehicle at the repair facility. [redacted] was contacted by Craftsman and told that her rental had been left. Craftsman made several attempts to contact [redacted] at [redacted] airport which is the closest location to us throughout the 22 days. [redacted] did not pick up their rental vehicle until craftsman told them it would be impounded if not picked up. I do not feel that Craftsman is responsible or any portion of this bill as the agreement between [redacted] and [redacted] was to return the rental direct to the [redacted] site which would have eliminated any of these issues.

Sincerely

Review: There are many Craftsman Auto Body Shop around this area ([redacted], etc). I believe they are all owned by the same company/group/person.

I can't speak for the other places, but Craftsman Auto Body Shop in [redacted] is absolutely HORRIBLE.

I brought my car to them twice because they have a [redacted] repair adjuster onsite, and [redacted] recommended them. The first time (around 04/2014) they fixed the rear passenger side door for my car. They absolutely destroyed the interior of the car: grimes, dirt, smudges, puncture holes in the leather interior. Worst yet, they dare to release the car with airbag malfunction light on. I had to make a trip back and point out all the problems. They did fix the airbag, but not the other issues. The car interior needed $150 interior detail service to get it back to normal.

The airbag issue is grevious. How can car fixing business release a car to the customer while the airbag is not functioning properly? I could have been in grave danger if somebody was to hit me from that side and the airbag wouldn't deploy.

The second time, I was rear ended, and the shop was the closest to my location. So I had to tow it there. This was truly the feather that broke the camel's back. The parts they order were on back order and arrives late. They only call and check with one dealership, and didn't bother to check with another if they may have the part so the repair can be done in a timely manner. Instead, they just hold my car hostage. And it tooks a total of 28 calendar days to fix the car. The estimate they gave me originally was EIGHT DAYS!!!! Plus, they didn't bother to call and give you update on your car. Only when you contact them did somebody reply. When they call me to pick up the car, they said that one of the parts were still not there, and I can feel free to pick up the car, but I needed to either bring the car back or "they can mail it to me and I can put it back on the car by myself." When I received the car, the same issues happening again: the interior was dirty; dirt, oil, grimes were everywhere. They destroyed the leather on the backseat. They did not put the spare tire and tools in the back of the car back in a neat and organized fashion. Rather it seemed like a poor job of just tossing everything back in. The battery seems broken: there are tubes hanging around. The car would need another interior detailing job to remove all the dirt, grease, and oil grimes.Desired Settlement: I will demand the shop to fix all the issues mentioned above. But judging from the previous experience, they may take a look at the battery but I doubt they will pay for the cleaning of the car. Plus, I have no idea if there are other "hidden" issues that I can't see.

I would also demand a public and written apology from the shop. But this complaint is mainly for other customers who are thinking about using this shop service to avoid it as best as they can. Such a shop does not deserve to continue to be in business and keep bilking customers.

Business

Response:

08/01/2014Dear [redacted] C/O The Revdex.com,Craftsman Auto Body has received a letter regarding a complaint filed against Craftsman of [redacted] for repairs done on [redacted]’s 2007 [redacted].The owner had several complaints regarding his repair. One of his complains was that the vehicle was dirty at the time of delivery. Craftsman’s policy states we only put vehicles back to pre- loss conditions. We don’t detail cars for exterior body repairs.The punctured seat the owner complained of was not an actual puncture in the set it was an indentation made from the seat belt when the seat was folded down. This will return tooriginal condition.The owner also stated that he had an airbag light that came on after picking up his vehicle. Nicholas’s policy only agrees to pay to diagnosis on lights that are on while under repair. [redacted] has since brought his vehicle back to the shop and we did reset the light for him.[redacted] was also upset regarding the back ordered parts. Craftsman is not able to control the release of back ordered parts through themanufacturer.Lastly the owner's spare tire, tools & the battery hose were in fact put back in his vehicle and its back to pre-loss condition.Please contact our office with any questions regarding this matter.Thank you,Joe K[redacted]Location Manager

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]Review: [redacted]

I brought the car to Craftsman right after I submitted the complains, and I did speak with Joe K[redacted] informally about these complains that I submitted. Today, I have reviewed the formal response made by the business in reference to complaint ID [redacted], and find that this resolution is PARTIALLY satisfactory to me.

On Craftsman's explanation for the car being dirty that they "do not detail cars for exterior body repairs", I REJECT this explanation. I do not require the interior to be detailed; only to be clean and in the similar condition when I handed the car to them. If the techs touched the interior as part of the repair process or quality control (for example, handling the steering wheel for a test drive), I expect the interior to be wiped clean of dirt, grimes, and oil. This is the level of customer service I have witnessed at other body shops. I find this lacking at Craftsman, and the sloppy and dirty interior they left the car in showed a general disrespect to the customer's property.

As for the explanation on the punctured seats, Joe K[redacted] has explained to me similarly to his explanation in the letter when I brought the car to the shop to complain. I ACCEPT this explanation.

As for the explanation on the airbag light, I ACCEPT that the shop reset the light for me when I brought the car to complain. I REJECT their point that it is not their responsibility to check for the light. My point of contention is that it should never have passed quality control inspection if the airbag light was on. They were replacing a side door that contains airbags. Therefore, checking the airbag and its sensors should have been on the quality control checklist. The car should never have been released to the customer with the airbag malfunction light on.

As for the back order parts being delayed, I ACCEPT the shop's explanation.

As for the spare tire, tools, and battery hose being put back, I ACCEPT the shop's explanation.

Regards, [redacted]

Business

Response:

Called the business to make them aware of the fact the intial response was sent for the (exact same response) rejection response. I left a voice massage that included the complaint number, my direct contact information and my availability.