Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Auto Repairs

Carstar Collision of Amherst

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Repairs.

Complaints

Customer Complaints Summary

  • 1 complaint 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/20/2025

    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.
    I am filing a complaint against Carstar regarding their handling of my vehicle following a recent accident. The “preliminary estimate” was done on 6/16/2025. I refused to agree to a repair since I only requested the free estimate.

    ***** **** paid the towing bill against my wishes. I then went to pick the car up and it was still blocked in so I could not take it although the bill had been paid an hour before closing. I had to catch an **** home at an additional cost of $70. The towing bill was an exorbitant $557.50. It was a simple tow of a vehicle that was driven up to the towing ramp and then transported about 25 miles of easy highway. They didn’t do the towing but reciprocity exists I’m sure.

    I did not choose Carstar for an estimate; it was the only referral provided by ***** ****.

    After scheduling the estimate, the vehicle became increasingly unsafe to drive due to accident-related stalling.

    Carstar arranged towing without clearly disclosing that it was conditional upon repair authorization. I was told it was free.

    I agreed only to an estimate, not repairs.

    Once in possession of the vehicle, Carstar refused to include any internal damage (e.g., stalling while driving, excessive tire wear) in their repair estimate, despite it being directly tied to the accident.

    These issues are potentially unprofitable and may exceed the vehicle’s total value—suggesting a motive for their exclusion.

    I was forced to either:?
    Accept cosmetic-only repairs that don’t resolve the real damage, or
    Accept partial payment from insurance based only on visible damage, and
    Pay a towing and storage bill I never agreed to.

    Carstar then refused to release the vehicle unless this bill was paid and threatened to sell it to recover costs.

    I believe this is an unethical and possibly unlawful attempt to secure a high-profit job while externalizing risk and cost. I respectfully request assistance in reviewing whether Carstar violated consumer protection statutes or *** repair regulations.

    Business Response

    Date: 06/27/2025

    BBB spoke to the business owner and the following was relayed: She came to pick up the car after hours and we didn't release the vehicle because we had nobody here working at that time, after hours, to release the vehicle.  There are technicians working the night shift, but we are closed during that time- not open to customers- and our technicians are not trained to handle customers because there are no customers here when we are closed.   The Assistant Manager tried to help, but at that time of night he did not have access to our computers and couldn't tell whether the bill had been paid yet or not.  The customer was able to pick up her car in the morning.  We repaired what ***** **** approved, and ***** **** paid for the repairs.  We stand by our work.  Also, the car was not here long- less than a few days.  Things that she wanted us to include in our estimate, such as bald tires for example, we could not ethically or legally include  because bald tires, for example, are not caused by an accident.  Therefore, no refund or ammended paperwork is being offered.  Thank you.   

Carstar Collision of Amherst is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.