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Business Profile

Auto Body Repair and Painting

Craft Collision Center, Inc.
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Craft Collision Center, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Craft Collision Center, Inc. has 4 locations, listed below.

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    Customer Complaints Summary

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

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    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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    • Initial Complaint

      Date:12/21/2024

      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.
      This company has been "repairing" my car for 3 months, and have extended the estimated repair time now 6 times. They have messed this up so badly that they won't even offer an estimated time any longer. This was a VERY minor VERY low speed collision, which they are claiming is now a $22,000+ repair on a $50,000 off the lot vehicle with absolutely no damage to the motors, drive train, suspension, or even the tires. Very minor damage to the left rear bumper. This shop can clearly not complete the repairs. I need them to release the vehicle to another shop which can actually complete the repairs in a reasonable timeframe for a reasonable fee. At this point they are not even communicating with me and are refusing to even estimate a time beyond the 3 months they have had the vehicle in their possession.

      Business Response

      Date: 12/21/2024

      The customer came in with an insurance written estimate of $5,772.36 to schedule repairs. We started a supplement before the vehicle came in to avoid delays. It was a very preliminary supplement because no disassembly had been done. The insurance company took off $1,617.50 amount of damage off the estimate. The customer dropped their vehicle off on 10/21/24 and our starting point before disassembly was $9,566.98. After the disassembly and working with the insurance we have an approved amount of $19,166.02, which does not include ADAS calibrations that the insurance wants us to submit at the end of repairs. The quarter panel went from repair to replace and many other parts were needed. Currently, the repair has 96.4 labor hours on it. Which industry standards call for 33 Business days to complete. The 33 business days do not include waiting on insurance approvals and waiting on supplemental parts. We could not give an out date because 2 supplement parts were on backorder with no ETA and explained this to the customer's wife. As of today, the vehicle has been painted and the reassembly will start Monday. Barring any issues such as calibrations or alignment, we are shooting for 12/28/24 for completion.We are right on target with the repair time frame and our failure was not explaining that in detail to the customer. The insurance company also has no issue with the time frame and is covering rental for the customer. The updates were misleading by our estimator and we have addressed that in house. We felt we have already made things right with the customer by saving their $500.00 deductible and they will also get that back from the insurance due to a subrogation claim; putting $500.00 in the customer's pocket. We also left a voicemail with Mr. ****** with no return phone call. We wish to speak with Mr. ****** directly. The one time we spoke with him, he cursed our Location Manager for about 30 minutes. Luckily, we have been communicating with his wife the entire time who is reasonable and seems to be completely understanding of the situation after management got involved. We would like for Mr. ****** to call in and speak with our Operations Manager, ****** *******, on Monday morning at ###-###-####

      Business Response

      Date: 01/08/2025

      We contacted them on Dec. 27th to let them know the car would be ready the next day.   The vehicle was picked up on Jan. 2nd.

    Craft Collision Center, Inc. is BBB Accredited.

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