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Business Profile

Auto Body Repair and Painting

AutoNation Collision Center Westmont
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:05/02/2025

    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.
    To Whom It May Concern,I am filing this complaint regarding AutoNation Collision Center in Westmont, ********, for performing unauthorized repairs on my vehicle and withholding it despite my repeated objections and lack of consent for the work ******* February 2025, I brought my 2020 ************* C43 to the shop for evaluation. I made it explicitly clear in writing that I did not authorize any repairs until an agreement with my insurance company, **********, was finalized. I also declined to grant power of attorney and stated that I would retain full decision-making authority over my vehicle.Despite this, AutoNation proceeded with repairs without my written authorization or signed work order. State Farm paid the settlement amount directly to menot to the shopwhich further confirms that I did not authorize the transfer of funds or repairs. Now, the shop is refusing to release my vehicle unless I pay the full invoice upfront, which I cannot afford. This situation has placed me under extreme financial and emotional distress.The shops actions appear to violate the Illinois Automotive Collision Repair Act (815 ILCS 308), which prohibits charging for repairs exceeding $100 without written consent. Holding my vehicle under these conditions may also constitute deceptive business practices under Illinois consumer protection laws.Requested Resolution:Immediate release of my vehicle.A fair and written monthly payment plan if any portion of the charges is deemed my responsibility.A formal acknowledgment of their error and commitment to preventing this from happening to other consumers.I am committed to resolving this matter amicably, but I also believe this case requires accountability and fair treatment for customersespecially when a business circumvents proper authorization.Thank you for your attention to this complaint.

    Business Response

    Date: 05/15/2025

    Thank you for bringing this concern to our attention. This case is under review. We will provide a response within ***** business hours.

    Thank you. 

    Customer Answer

    Date: 05/15/2025

     
    Complaint: 23278393

    I am rejecting this response because: It has now been over two weeks since I filed my complaint, and Autonation Collision Center has still not provided any response or resolution. My vehicle has been at their facility since February, and despite numerous attempts to communicate, they continue to hold my vehicle hostage without providing a clear timeline for its release.
    This is not an isolated case. I have attached multiple complaints from other clients who experienced the same unacceptable treatment:
    ********** *. (Oct 7, 2022): Vehicle sat on their lot for over 3 months with no clear timeline for return.
    Nouri A. (Sep 6, 2023): Mercedes has been in their shop since May with no updates; repeated unreturned calls.
    ******* *. (Feb 28, 2022): No follow-up after an estimate, constant unreturned calls and emails.
    ******* *. (Mar 24, 2022): Car stuck there since December with zero communication; broken promises about completion dates.
    ***** *. (Nov 3, 2021): No follow-up and constant blaming of the insurance company.
    This pattern of poor service and lack of accountability is clearly a systemic issue at this location. I am formally requesting immediate action for the release of my vehicle and a resolution to this matter.
    I respectfully ask the BBB to intervene to ensure that Autonation Collision Center addresses this situation promptly.
    Thank you.













    Sincerely,

    ****** *****

    Business Response

    Date: 05/29/2025

    After communicating with the State Farm Estimator for the customer's vehicle, it was found that the customer is a claimant. State Farm agreed to cover the cost of repairs, which were approved by the customer as a claimant. The customer was provided two checks from State Farm to pay the Collision Center. However, the customer advised the ********************************************* that they cannot pay the repair bill as they no longer have the funds provided by **********. The Collision Center cannot release the customer's vehicle without payment for the completed repairs. The customer's vehicle is being kept indoors to protect it from the elements until the customer can pay the repair bill. 

    Thank you. 

    Customer Answer

    Date: 05/29/2025

     
    Complaint: 23278393

    I am rejecting this response because:

    Sincerely,

    ****** *****

  • Initial Complaint

    Date:08/13/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 was in a car accident on April 5. I was stopped at a stoplight and a car hit me from behind. I brought my car to AutoNation on April 14 after ***************** assessed my damage. They fixed my seat belt and air bag so I was able to drive it while waiting for additional parts. I returned my car to AutoNation on Jun 13 when the parts arrived. They promised it would be ready in 10 to 14 days. It is now August 14 and it still is not ready. They keep making excuses of mechanics being sick and their manager, ******, is also sick. We went back on July 21 and they promised it would be ready by July 30. My car is a 2011 ******** **** C300. The *** number is *****************.

    Customer Answer

    Date: 09/14/2022

     
    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.

    Sincerely,

    *****************************

AutoNation Collision Center Westmont is BBB Accredited.

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