Complaints

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.

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On 2/24/23, my car was involved in a minor fender ******. I called Allstate my insurance who directed me and made an appointment with the above mentioned repair shop for 2/24. On arrival to the shop, I was told they will call me with an estimate. On Monday 2/26, I was given an estimate of $9,918.29 which I questioned because of the nature of the damage and I was told that was the price and I only need to pay my deductible. From that time, I received daily emails with progress reports with an estimated delivery date of 10 days. On day 10, I called the shop and was told that the car was not even started because the parts were not available. After several calls and 3 visits to the shop, I received my car on May 9th. at which time my front plate was misplaced forcing me to replace my car plates.The next day, I saw the engine light on the car but was not alarmed because I heard that it will go away after driving for a while. In July the car was due for inspection and failed it because the light was still there. I took the car back to Ferraro twice with no resolution so I took it to the dealer who outlined a series of problems created by the poor workmanship and off market parts that was placed on the car. Allstate refused to pay to have the car fixed even if they sent me there and only gave this option. They said I should call the BBB since the repairs were not directly related to the accident. I was forced to pay an additional $3,575.53 to fix the damage created by Ferraro (bill inclosed). Meanwhile, I have been paying insurance premiums and car notes for a car which was incapacitated for months because of the fact that a car to drive.

  Business Response

  Date: 09/30/2023

  The complaint is that the vehicles repairs took as long as it did was due to parts being on back order, The shop received the parts and started working on it and completed it in the time frame calculated by the estimating systems labor hours. Shop had shown customer the bill and date parts where received from dealer, vehicle was non drivable and shop was forced to hold on to vehicle till the parts where delivered which is not ideal for the shop either, As far as price goes we are one of Allstates Good hands network repair facilities, all damages are photographed and attached with estimate and uploaded to the insurance company, if any of the damages was not warranted the insurance company would not have paid, shop waived part of customers deductible as a curtesy due to the inconvenience of the repairs taking as long as they did, but even at the tail end of a global pandemic parts where not as readily available and in some instances are still not. I'm deeply sorry the customer was dissatisfied with the time frame it took to repair the vehicle but as i explained on multiple occasions it was an issue in parts. I even offered to have the vehicle towed to another repair facility of their choosing if they somehow thought we were playing games. The shops normal procedure in an instance when parts or on back order with no ETA if the vehicle is drivable and safe have the customer bring their vehicle back when the parts do come in, in this instance the vehicle was non drivable but shop offered to the customer to take their vehicle with no storage charges and no labor fees for tear down and they insisted on the vehicle being repaired at our facility, our facility works directly with allstate, liberty mutual and is ******** benz certified, We have been in business or over 30 years and have never had a complaint filed against us not for our workmanship nor the time frame