ComplaintsforSchaefer Autobody Centers

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to the **************** location. Informed them and notated that the car was experiencing mechanical issues as well as Autobody issues. I received a quote to repair my car, then paid the $8,600 and drove off the lot. Once I drove off the lot none of the mechanical issues were fixed. The car was unsafe and would die mid drive. They informed me that they never intended to fix mechanical issues. So they gladly quoted me and took my money without informing me that my car will not be repaired when they are finished. This has caused me great financial stress and I would have never paid for the service if I new my car would still not be operational.

  

  Business response

  10/13/2024

  Hello. This same customer left us a negative ****** Review, which we resolved by reimbursing him for some of his repair costs. We are disappointed to hear this complaint resurfaced, again. Here are the specifics of the case:  The customer called our **************** location to have repairs completed early in 2024, stating he wanted to pay out of pocket for the collision repair services. When he saw the cost estimate, he decided not to do the repairs and paid to have the vehicle reassembled.
  
  A few months later on June 19, he again contacted the location and stated he wanted to do the repairs after allagain, customer pay. Repairs were completed between [7/10/24 7/18/24]. Neither before or during the collision repairs were issues or concerns about the engine brought up. When we finished the repairs on 7/18/24, the customer drove a few miles down the road and the vehicle stalled. He managed to get the vehicle back to our shop where our General Manager, *******, confirmed we do not do any engine repairs and the repairs performed did not affect the engine compartment. Again,this was not part of his original estimate and was never discussed at any point in the repair.
  
  An offer was made to write an estimate for the additional mechanical repairs and the customer declined. Again, our *************** location had no prior knowledge of the engine issues. Being we are a collision repair business, it's commonplace not to address mechanical issues unless they are related to the accident or made known in advance. In this case, they most certainly were not.
  
  Following this mechanical issue, the customer took his vehicle to the car dealership for inspection. Our Regional Manager,*****, called and confirmed with the dealership the engine issues were not related to the front-end damages on the vehicle.
  
  To resolve this matter, we offered to pay the customer $2,040.57, or half, the cost of the mechanical repairs, and the customer agreed. Our Regional Manager met him in-person on August 9, 2024, to deliver the check and he stated that he traded in the vehicle we had repaired for another of the same make and model, which he proudly showed. Thereby,we considered this issue resolved and see no reason to pay further damages. 

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was told by ***** to go to schaefer as an autobody shop authorized to work on Tesla. Spoke with **** and he assured me that this is covered under the warranty. Asked him to call and make sure. He claimed he did and I asked for an email which he did not give me and now he has not returned my calls in over a month since ***** stated he did not do what I and they had asked

  

  Business response

  08/02/2024

  In speaking with store level staff and management, this situation was handled poorly on our part. The customer was not made aware of the need to contact ***** until AFTER repairs had been made. This was extremely poor communication on our part, and repairs should have never been performed as a warranty claim without approval from *****. We admit full fault, and would like to offer the customer the full refund requested. I will ask the location manager to reach out to the customer to issue a refund. Upon doing so, we please ask this complaint be closed. Thank you.

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of this transaction was completed on 08/31/2021. I went to the jeep dealership (All Star Jeep and Dodge) where i frequently have my jeep serviced and put in a service request for a water leak when it heavy rains. They have Schaefer Autobody located on their property who service their vehicles they diagnosed the problem coming from the roof racks and recommended replacement. I was told only one rail could be replaced due to out of stock parts after they had removed both sides. When we had the first hard rain which was several months later both rail sides leaked again, i reached back out to shop they claim to have rechecked. The same situation occurs every hard rain fall which may take monthly intervals. I have voiced my concerns with the shop manager and they are claiming they did not properly diagnose problem and want to charge me a fee upfront to re diagnose the problem. If the problem is with their repair they will fix and if not additional cost would be on myself. This is totally unfair after issuing a Guarantee and charging me $1006.76 for the repair. I have spent a lot of money for this repair and have been complaining since and refuse to give them additional funds. They should stand behind the work as guaranteed.

  

  Business response

  04/05/2024

  To whom it may concern: Attached is a copy of a document provided to us by All Star Dodge Jeep Chrysler Ram when the customer scheduled repairs with **********************. Our location in ********* consists of an office at All Star Dodge Jeep Chrysler Ram, whereby vehicles are moved by flatbed tow truck to our *********** location (in most instances) for repairs. The diagnosis from All Star Dodge Jeep Chrysler Ram states that the left roof rail seam was cracking and that the roof rails were defective. It recommended having the seam sealer fixed, replacing the roof racks, and then returning to the dealership to address a leak from the sunroof. We were not paid to diagnose the leak, but we were asked to do the work described in this diagnosis.

  When it came time for repairs, we could not source a right roof rail for this 2008 model anymore, and this was explained to the customer before we started repairs.  He wanted to move forward anyways. We did replace the left roof seam sealer and the left roof rail. We have tested that area for leaks multiple times and we have not found any leak from that area. However, the customer periodically calls in to say that he still has some sort of leak during heavy rains, and he expects us to address it at no cost to him. 

  We have asked the customer multiple times if hes addressed the sunroof leak that All Star also included in their original diagnosis, and he has not. Our General Manager told the customer that since there were multiple leaks identified by All Star and he only paid us to fix one of them, we cannot simply cover any further water leaks under Schaefer Autobody Centers limited lifetime warranty. He would have to pay for our technician to do a leak test, and then we can recommend further corrective action. 

  Customer response

  04/09/2024

  The sunroof already has new seals. I can provide a copy of receipt if need be the diagnosis for the repair needed was performed by Schaefer auto body. I have added additional photos evidencing the leak is still there for the work that Schaefer auto body performed. This is a defect in their installation or they improperly repaired the rail, we are requesting a refund for the monies that we paid to have that real put on. Once again I have included a photos with your recent showing the leak is still there. 

  Customer response

  04/09/2024

  We have included additional photos, We can also provide a receipt for the seals that were already replaced on the door frame and the sunroof. The diagnosis that was given was repaired and serviced by Schaefer auto body. They either did not perform the repair sufficiently or correctly. The evidence shows the leak remains in a recent photo. We are requesting a refund of  service provided by the body shop.

  Customer response

  04/10/2024

  The diagnosis from Allstar Jeep was repaired by your body shop. I have Attached photos to show evidence that the repair was not fixed. The sunroof already has new seals that have been installed prior to your repair.. I can provide a receipt as proof that seals on the sunroof have already been replaced. I am requesting a refund for the rail installation that was potentially installed incorrectly or mis diagnosed. I came to you for your professional service and repair Please Honor your warranty agreement and guarantee as you have mentioned I have called on multiple occasions complaining of this problem.

  Customer response

  04/10/2024

  The diagnosis from Allstar Jeep was repaired by your body shop. I have Attached photos to show evidence that the repair was not fixed. The sunroof already has new seals that have been installed prior to your repair.. I can provide a receipt as proof that seals on the sunroof have already been replaced. I am requesting a refund for the rail installation that was potentially installed incorrectly or mis diagnosed. I came to you for your professional service and repair Please Honor your warranty agreement and guarantee as you have mentioned I have called on multiple occasions complaining of this problem.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Schaefer Autobody initially fixed my 4runner in August 2023. Work not completed properly (paint bubbly, rear camera not adjusted properly, front bumper not flush with side panels). Returned car to be fixed again in September 2023. Paint is still bubbly on rear liftgate, rear camera still needs to be adjusted as it is still pointing too low, and front bumper and side panels are still misaligned and not flush.

  

  Business response

  11/13/2023

  Hello. We had an update on this complaint:

  Per the location's General Manager, ***********************, ******************** called us back late on Friday, November 10. She agreed to drop the vehicle back off today (Monday, November 13.) We  put her into a rental, at no cost to her, and have started addressing the issues.

  I will respond once we complete the items ******************** wanted addressed. Thank you.

  -*****

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Picked up our vehicle from ********* on 8/24/2023 due to a hit-run accident. Less than 24hrs. later on 8/25/2023 vehicle broke down.I paid $500 deductible & Geico paid over $7,000. Schaefer has NOT completed the repairs on my vehicle. But they have been paid! They are responsible for having to replace the fuel pump that they damaged during the repair process. I paid $1094.17 to have the fuel pump replaced. Receipt attached. Liftime Warranty on repairs. Warranty Attached.

  

  Business response

  11/03/2023

  I will be calling the customer and reviewing the complaint to come up with a solution. 

  

  Business response

  11/07/2023

  Our Operations Manager, ***************************, attempted calling this individual who refused to speak with us. He said he'd only communicate through the BBB.

  Though, we firmly believe this repair should have been covered by his auto insurance--not Schaefer Autobody Centers--we do not feel he should be responsible for this repair and we stand behind our work.

  Therefore, we would like to cover the cost of repairs for ****************** of $1094.17. 

  Please let us know next steps in resolving this matter. The amount that will be returned to ****************** will be the full amount he requested for the fuel pump replacement.

  Thank you, *****

• Initial Complaint

  03/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle went in for body work on November 5th. My vehicle was dropped off and the auto body shop was unable to locate it on their lot. After a week they were able to locate it. They have been horrible at communicating the steps of the process this whole time. They called me in February stating my vehicle would be done in one week. At the one week **** I called again and they stated it could be up to 10 more weeks. I had to stay on top of the parts being shipped here and was even to the point of having to add myself to the *** shipping updates to know when things were arriving. The shop would lie to me about when parts were arriving even though I was being notified at the time of delivery. I can also track my vehicle through an app, and I tracked it to another location for balancing the tires and when I talked to the shop that day, they mentioned nothing of it and mentioned it would go to the other location the next day. I confronted them about the false statement where they admitted to not telling the truth. After another month they stated my vehicle was ready for pickup. When I arrived to pick up my vehicle, I paid $1000 for my insurance deductible. I did a walk around on my vehicle and found exterior damage unrelated to the original accident, as well as interior damage that was not there prior to the accident. Before pictures taken by the company proved this to be true. I was told the issues found at that time would be fixed within a week and a half. It is now that time and I have not been contacted nor will the shop or the shop manager answer my phone calls.

  

  Business response

  04/03/2023

  We understand your frustration and apologize for the inconvenience of not having your vehicle returned in a timely manner. While the availability of parts can often be beyond our control, accurate information should have been communicated to you throughout the repair process. As a family-owned business, we pride ourselves on clear communication and putting the customer first. We failed to do so in this instance, and would like to speak to you by phone to resolve any other outstanding issues. Please contact ***********************, our customer ********************** director, at ************. While we cannot undo the delays and mishaps you experienced here, we will use this as a teaching moment for team members. Thank you for your understanding.

  

  Business response

  04/03/2023

  I wanted to provide the final resolution that was provided to this customer, **********. Our ******************** Director spoke to Mr. **** and offered multiple resolutions:

  He was unhappy with "body shop dust" remaining on his vehicle, which we offered to have detailed for him at a vendor of his choice. He declined. Next, he stated to did not feel comfortable driving the vehicle any longer. We offered to have an inspection done at a ********** dealership of his choice. He declined. 

  In the end, we offered to split the cost of his deductible ($1,000) with him, and he accepted the offer of a $500 check, which was promptly mailed to him. 

  Please let me know if I can be of any further help with this matter. -*****

  Customer response

  04/07/2023

  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,
  
  Devin Dace

• Initial Complaint

  05/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got into an accident with a deer. Per my car insurance i used their verified and in network body shop named schaefer auto body in ellisville missouri. They kept my car for 2 months, my insurance paid for one month of rental car. Their excuse was they had every part but the grill, so i had to pay one month for renting a car out of my own pocket. When i threatened them to file a complaint through BBB they made my car "drive-able" and gave it to me in less than 24 hours. Here are my questions 1. If you had everything but the grill why did you not make my car drive able earlier so id not pay for renting a car out of pocket? 2. They gave me my car with a fully defective hood, non-functional remote key less ignition, broken grill, and the most importantly my car was making a sound in the front where the accident happened( i took it to my friend who is a mechanic and found out the tire was not connected and tightened properly to the axell. Who would be responsible for it if i had hot into an accident and die because the tire would have been dis-attached from my car while driving?) 2. I have made calls to both ***** snd its body shop they have not returned my message nor have done anything to rectify these problems. 3. I want a full refund pkus the mobey i paid for rental car+ the fact they gave me a car inn dangerous condition, and i want my car to get fixed ASAP. So as soon as i filed the previous complaint against my insurance company, schaefer auyobody called and asked me to take my car to get “repainted”. It was at the shop for about 5 days. When i went to pick it up the condition of the hood was a little better but still a huge defect. Then i took it back and they said it wad fixed over a day of time. The general manager brought his painter and he said “that is it, this is the best it gets” i informed them i wil check with another shop. Mazda collision center gave me an estimate of $1331.92 to fix several issues schaefer did not address. Asking for $8750.

  Customer response

  06/07/2022

  Hello
  Last friday, I received a voice mail from shaefer autobody named ****, an operational manager. He wanted to meet this week.
  1. Im not going to be in st louis till the 20th
  2. I left him a voicemail asked him to either email or text me. He has not responded back yet
  3. The insurance adjuster has not helped either and never responded yo my messages i sent him through ***** app.
  Please help me to figure this mess out.
  Thank you
  
  **** ***** *********
  P.s. i will not let schaefer autobody touches my car, they had 3 shuts and that it

  

  Business response

  06/08/2022

  Good Afternoon,
  
  We always strive for excellence, I apologize your experience was less than perfect.
  
  As a company we offer a warranty and we stand behind it.
  
  Your concerns have been shared with our executive leadership team, I understand **** has been in touch with you directly. Our next step to assist you would be to meet in person with the vehicle so **** can review your concerns and the repairs.
  
  Please feel free to reach out to **** direct or I can have him contact you again, I am happy to help.
  
  Thank you,

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

  Customer response

  06/09/2022

  Complaint: ********
  
  I am rejecting this response because:why do you expect me to trust your company while you had 3 chances to fix the problem?! Plus your general manager alongside your painter said this is the best they can get and it is a done deal?!!! So my concern right now is uou do not have the right to set the terms for me. You have made huge mistake so i do not have any trust in your company, the best way is you refund and pay the cost of the repais etc.
  
  
  
  Sincerely,
  
  **** ***** *********

  

  Business response

  06/09/2022

  We understand and apologize for your frustration with the response of the Ellisville team. We have escalated your concern to our executive leader, ****. To further assess the situation a post repair inspection is required. We are happy to meet at a time and place of your convenience. Please contact **** directly. 
  
  
  Thank you,
  ***** ********

  Customer response

  06/10/2022

  Complaint: ********
  
  I am rejecting this response because: post repair? Well after 2 months when I received my car, i took it back 2 more times to fix it. That means i gave you 2 chances for post repair!!! Do you understand that?!! And after the second post repair the general manager and painter inspected and said it’s the best it gets, it’s a done deal. Apologizing is not going to cut it. I told them id take it somewhere else to inspect and they said that is fine. I took it to mazda…, please refund and pay the repair fees and rental costs. Again, i took my car 3 times to be inspected after initial repair. They kept my car teice to “fix” it and the 3rd time they said thats it, not going to get any better. So i want all the feees i said refunded ASAP
  
  
  
  Sincerely,
  
  **** ***** *********

*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. ↩