Your Car Came Back From the Body Shop and Something Is Wrong. What Now?
The claim is paid and the car is back, but the paint does not match, a panel gap is wider than the other side, a door rattles, or a warning light appeared that was not there before. Collision repairs hide a lot under new panels, so it is worth acting while the repair is fresh.
Step by step
- Document it now. Photograph the problem in daylight, from several angles, next to the matching undamaged side.
- Go back to the shop, in writing. Describe each problem, attach photos, and ask for a date to inspect and correct it. Keep the final invoice and any warranty paperwork.
- Tell your adjuster. Explain what is wrong and what the shop said. Whether your insurer stands behind repairs depends on the shop and the insurer; some insurers back work done in their own repair programs, and this varies by insurance company.
- Get an inspection if it is still unresolved. BAR's Auto Body Inspection Program offers no-cost collision repair inspections, and the inspection can be done at a location that works for you, such as your home or workplace.
- File a complaint with BAR if the shop will not resolve it. BAR mediates disputes between consumers and auto repair shops, including auto body and collision repairs.
What BAR's inspection covers
- Collision repairs performed after you bought the vehicle, by a repair shop in California.
- It checks that repairs were done right and that everything listed on the invoice was completed.
- It does not inspect repairs done before you owned the car or outside California, and it does not provide a second estimate.
What happens after you file a BAR complaint
| Stage | What BAR describes |
|---|---|
| Filing | You receive a confirmation with a reference number and a copy of your complaint |
| Review | BAR decides whether it can mediate and assigns a representative |
| Contact | The representative contacts you within 7 to 10 business days and may ask for estimates, invoices or photos |
| Resolution | The representative works with you and the shop; outcomes may include a refund, a bill adjustment or the shop completing repairs at no cost to you |
BAR notes that a complaint does not by itself mean the shop broke the law, and that its role is mostly to help both sides reach a resolution. More serious issues may lead to a separate investigation.
What BAR cannot help with
Repairs done outside California, rental car transactions, heavy-duty commercial vehicles, trailers and boats are outside its authority. For those, look to the state where the work was done, or the contract involved.
Keep these documents together
- The final repair invoice and the insurer's estimate, including any supplements.
- The shop's written warranty, if it gave one.
- Your dated photos of the problem.
- Every email or letter to and from the shop, the adjuster and BAR.
What can go wrong
- Waiting months. The longer you drive on it, the harder it is to show the problem came from the repair.
- Letting a second shop "just fix it" before the first shop or an inspector has seen it, which removes the evidence.
- Ignoring a warning light. Modern cars recalibrate sensors after collision work; a new warning can be a safety issue.
If you are shopping for a policy and want to understand how repairs are handled, request a quote and ask us.
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Who do I complain to about a bad body shop repair in California?
Start with the shop in writing and tell your adjuster. If it stays unresolved, the Bureau of Automotive Repair mediates complaints between consumers and repair shops, including collision repairs.
Is there a free inspection for collision repairs in California?
Yes. BAR's Auto Body Inspection Program offers no-cost inspections of collision repairs done by a California shop after you bought the car, and checks the work against the invoice.
Will my insurance company fix a bad repair?
It depends on the insurer and the shop. Some insurers stand behind repairs done in their own repair programs; this varies by insurance company, so ask your adjuster.