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:27/11/2024

  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.

  In August 2025, due to my car's alternator failing, I asked Shortstop to replace the alternator, but they gave me the wrong alternator model, I paid $1517 and the problem was not fixed. They refused to proceed with the repair.I took the car back to the dealer (Infiniti of ********) and the problem was fixed by a normal replacement of the alternator, plus the cost of the damaged connector from Shortstop, a total of $2100.I showed Shortstop the dealer's report and only $375 was refunded.I need to ask for a full refund of $1517, plus $200 for the damaged parts.

  

  Business Response

  Date: 28/11/2024

  In August 2024 (not 2025) as noted in the complaint.  The customer came into ********************** with their own part purchased from ****** (alternator). We installed the part it worked for about 10 minutes while we were testing it.  We then called the customer and advised them of the problem with the part they supplied.  We received approval from the customer to purchase another part from our suppliers.  That part worked for approx. 2 weeks, they then returned, and we put in a third alternator then a fourth as all failed.  We called the dealer before installing the 4th alternator to confirm the part number with them and ordered the part that the dealer recommended.  Installed this alternator and it failed again.  Since their vehicle was causing all the alternators to short out, and we have incurred all the labour costs to install all 4 alternators and only passed the labour charges to the customer for the first alternator that was customer supplied.

  The customer returned looking for a refund, we could only give a refund for the warrantied part offered by our supplier.  This was issued to the customer on November 23rd on his credit card.  Note we did not charge the customer for all the labour hours which totaled over 20 hrs to install and remove all 4 alternators.

  Regards

  Shortstop Auto Service

  Customer Answer

  Date: 28/11/2024

   
  Complaint: 22613691
  
  I am rejecting this response because:
  For this job, compared to Richmond Infiniti, they only worked once and fixed the problem, which leads me to believe that your failure to complete the work was due to your lack of knowledge or experience, and I will not be charged for it, but now I am being charged twice for the same problem. This problem has caused me a lot of trouble over the past few months, we have had to send the car back to you multiple times, we have no car to use, no way to get around, and finally had to pay for a tow to get it to the dealer.

  Please refund us, we have always believed in and continue to support your business, and I don't want to be punished for choosing you.
  Sincerely,
  
  **** **

  

  Business Response

  Date: 17/12/2024

  Please see the revised invoice attached showing the amount paid after the refund of $375+txs for the warranty amount we received back from our parts supplier.

  The invoice shows labour charges of 5.3 hours which is the amount of time it took us for the first alternator to be installed, which was supplied by the customer.  The customer came to us only asking us to install an alternator that he purchased from ****** not to diagnose why he would need this installed.  We did not charge the customer for the 3 alternators that all failed and the labour time it took to put these in, which was in excess of 20 hours of our shops time.

  Note that we cannot refund the labour charges to install the customer supplied part.  The customer came in asking us to put in the new alternator and not to diagnose anything on his vehicle, just put the part in.

  After the alternators failed the customer then took his vehicle to Infinite to check it out and they then fixed the issue.  We are not privy to this information.  The customer did not ask us to do any diagnostics on this vehicle to try to find out the problem before sending it to Infinite.

  We are happy to hear that Infinite was able to help the customer.

  Customer Answer

  Date: 19/12/2024

   
  Complaint: 22613691
  
  I am rejecting this response because:

  When I first replaced the alternator, I trusted the repair shop's judgment and thought my part was faulty, so I asked the repair shop to install the part of their choice and fix the car, but it was obvious that they did not do the job correctly, and the subsequent repairs still could not do the job correctly. Neither the damaged part nor the subsequent work time should be my responsibility.

   

  
  Sincerely,
  
  **** **