Complaints

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• Initial Complaint

  Date:03/03/2024

  Type:Customer Service 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.

  Coveys Auto Recycling
  I purchased a transmission from them in November 2023. We had our mechanic put the transmission in my car for us. Once we had the transmission in the car and making sure that we followed all the protocol that they have to make the 90 day warranty on said transmission. The car wouldn't move after it was backed out of the garage.
  
  I called 2 different transmission shops, including the ones that this company uses and talks to on a daily bases. They both explained to me that it sounded like the transmission was damaged before I purchased it.
  
  So tried explaining this to the owner of said Company and was cut off, talking over me and basically called me a liar They also wanted information that was not important to this situation. Ei. The persons name that was working on the vehicle. Mind you nothing in their warranty states that a mechanic shop to have a valid warranty.
  
  - I was never told they had to look at it before I received My money back
  - cursed at and called names that another lady should never call another lady by their employee ( which they never stopped her)
  -promises me a refund 2 times on the phone and email. Also the calls are supposed to be recorded.
  - they never told the people they deal with about transmissions that they car wouldn't move.
  -I did say alot that I wanted my f&*>(ing money back and I wasn't leaving without it and we.would be there all night
  - I was never asked to leave but they threatened me with rcmp
  - lied to me about changing parts that where not the problem and would have cost 2600 on labor
  -treated me like a dumb women who knew nothing.
  - they took my recipt and never gave it back to me.
  - gave me a month's worth of run around on this so I was without a car for 3 months in total
  - very rude and ignorant to me once they New I caught them and wanted my money back
  
  There is a lot that happened please let me know if u need more Info

  Business Response

  Date: 11/03/2024

  We did sell
  this customer a transmission on Nov. 14/23. The vehicle the transmission was
  removed from ran and drove before we removed it. We call this yard tested,
  which means we drive the vehicle around the yard to ensure there are no noises
  or indications of any of the parts malfunctioning before we dismantle the vehicle.
  This is standard practice in our industry. It was inspected and removed with
  care and due diligence, as all of our parts are.
  

  We received
  a call from ******** mid December stating that once the car was backed out of
  the shop, it started making a noise. The fact that the car did back out the
  garage before these problems started, indicates that the transmission was in
  fact in working condition. This also indicates that the problems were due to
  improper installation. If the transmission were faulty, the car would not have
  moved at all. Also, please note the inconsistency in her story she is telling
  you, first the car backed out and then later she said it didn’t move. This is
  important because it relates to events that follow. We asked her at this time
  who installed the transmission, so that we could make contact with this person
  to diagnose the issue further and help to fix the problem, however ******** refused to give us that information, instead indicating, that it was not a
  shop, just a “backyard mechanic.” 

  
  She informed
  us that she called a well known transmission specialist, with whom we have a
  good working relationship. We immediately called him. The story she was telling
  him and the story she was telling us were entirely different. She told us that her
  car backed out. She told the transmission specialist it did not move. We attempted
  to trouble shoot the issue at this time with the transmission specialist and suggested
  to her that the problem may be with her flywheel. She refused to try this option.
  It most definitely does not cost $2600 to swap this part and we offered to sell
  her one at a discounted price. We also offered to leave this part out for her
  over the Christmas holidays, as we were closed for a week to allow our staff a
  much needed break (Dec. 24- Jan.3). This was not suitable to her. We offered to
  go to the mechanic’s shop where her car was located to view the car and assess
  the problems with the transmission. She refused to provide the address or permit
  this.

  
  As stated
  we were closed over the Christmas holidays, yet we responded to her over the
  holiday period (please refer to her text screenshots Jan.2) . Again she was told
  we would travel to the mechanic’s shop to view the issues with the
  transmission. She refused. We told her we would refund the transmission if it
  was in fact defective, once it was removed and delivered back to us. She called
  the 2nd week of  January to
  see if she brought the transmission back if she would get a refund. She was
  told yes, if the part came back in the condition that it left here in, she
  would get a refund. Please note that this customer was very rude and aggressive
  in all of our interactions with her, as witnessed by any staff that dealt with
  her.
  

  On January
  18th she showed up with the transmission. Her claim that it took us
  so long to deal with this is reflective of the fact that it took her over a
  month to get the transmission removed and returned to us. I have over 35 years
  experience in this business and inspected the transmission upon its return. Our
  dismantler was also present and he is also an experienced automotive
  professional. It was noted by both of us that the output shaft was stripped,
  which is clear indication of improper installation. The customer was told we
  would not be able to refund the part because we do not refund parts that were damaged
  due to improper installation. Our warranty procedure is clearly printed on the
  back of each customer receipt (see attached) and #10 states said policy. We had
  also stressed this to the customer in our many conversations via phone and
  email. When the customer was told that the part was not refundable she
  proceeded to storm into the office screaming, yelling, and cursing, some of which
  we have on video. To appease her I  called the transmission specialist in an
  attempt to appease her and yet again to confirm the issue was improper installation.
  She stood there yelling that she could hear everything we were saying. She was again
  told she would not be getting a refund. At this point she refused to leave the
  building. This was at 5:00 pm and we were closing. She said she would stay here
  all night. We told her we were closing and locking the doors. She refused to
  leave. At this point she was told the RCMP would be called. Three staff members
  plus myself can all testify to this. We continued to ignore her presence and
  complete our closing procedures, then she left unbeknownst to any of us, leaving
  her receipt on the counter, where she could have easily retrieved it from. 

  I would also like to address her comment that we treated her like a woman that did not know anything. This is particularly offensive and entirely her own opinion. We deal with customers of all genders and this never comes in to play in how we treat customers. The issue was that her stories were inconsistent and we did need more information from the actual person who installed the transmission. 

  If I can be of any further assistance in this matter, please do not hesitate to contact me by phone at 902-******** ** ****** ****************
  

   

  ***** ****** *****, Covey's Auto Recyclers