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:27/09/2023

  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.

  My son-in-law took his vehicle into Highbury **** to be looked at. They proceeded to work on his vehicle without his written consent. Now that he owes almost $10,000 they want payment in full and will only accept payments as long as the vehicle stays in their possession. He obtained a loan threw an independent company but because they would have to fill out paperwork to accept the loan (no charge to them) they are refusing the payment. They are trying to bully him into buying a vehicle from them instead of working with him. They have now placed his vehicle where he can't even have access to it for anything that he may need out of it. He is responsible for caring for two children as well as my daughter who has major health issues. Their behaviour is not only unprofessional but is now criminal as the hiding of his vehicle and threatening that they will sell his truck without court order and without considering the fact that there is already a lien on the truck for the loanholder.

  Business Response

  Date: 28/09/2023

  To The Better Business Bureau Team,

  Please consider this my response to the complaint, with the understanding this matter is still in process and not yet resolved in terms of payment or release of the vehicle.

  To summarize, the customer brought his vehicle to ********************** **** to have it diagnosed and repaired.  The customer authorized the work without having the money to pay for the vehicle.  Apparently, the money they intended to use to pay for the repairs was from a loan that was not finalized and not approved as it required a co-signer and that was not available.  We found this out only after the repairs were completed.  This means the customer knowingly authorized the work without having the ability to pay.  While these details are between the customer and their bank, they are pertinent to the conversation.  The customer should not have authorized repairs they were not certain they could pay for.  At this point, this is actually the only questionable action by all parties involved.

  We did not bully anyone into bringing the vehicle to us or completing repairs.  The customer had the vehicle towed to our facility and requested we inspect and repair the vehicle.  In addition, I have personally spoken with the person filling out this complaint and at the time of our conversation there was never any accusation about repairs being completed without authorization.  The conversation was first about whether or not we could offer the ability (internally) to make payments.  When I clarified that was not an option, that we did not internally finance repairs I was then contacted by an outside finance company that indicated they would approve the customer for payments, but only if signed a formal supplier agreement, with very specific terms and conditions.  We received the document but have not properly vetted it.  Further to this, we do not believe we should be obligated to agree to terms and conditions for an outside finance company.  *** financial agreement should be between the customer and the financial institution.  We should just be receiving payment.  Finally, for the customer to suggest did not approve any repairs, I believe their actions indicate clearly they did.  Why would a consumer attempt to secure loans to pay for work they did not approve?   That makes absolutely no sense.

  As for the criminal accusation, I refer to you to the Personal Property and Security Act of ******.  We are in a possessory position with respect to the vehicle.  We are not bullying the customer into purchasing another vehicle, but we are fully *********** hold the vehicle until payment is secured. And after an appropriate amount of time without payment we are *********** take necessary steps to recoup the money owed through the sale of the vehicle if necessary.   But, to be clear, we would rather the customer pay us. *** attempt to sell the customer a replacement vehicle would have been solution based and would have involved in including the repair cost in with the cost of the replacement vehicle purchase. 

  This remains an open issue and is still in progress, so please contact me directly with any questions you may have.  I do empathize with the customers family situation, but we simply want to be paid for work we completed.

  Sincerely,

   

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

  Fixed Operations Manager of Highbury ****

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

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

• Initial Complaint

  Date:26/09/2023

  Type:Sales and Advertising 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.

  I had work done on my pickup truck and had the transmission rebuilt. They never gave me a proper print out of the estimate or had me sign for the work to be done. The work was done and I have tried everything to work with them. *** had a loan that was willing to pay them directly and the dealer had refused that as well as I tried to talk to them about a payment plan and they told me no. They are with holding my vehicle and now threatening to sell my vehicle at auction or wholesale while I still have a lien on it from the bank and they are tell me they can do whatever they want.

  Business Response

  Date: 28/09/2023

  To The Better Business Bureau Team,

  
  Please consider this my response to the complaint, with the understanding this matter is still in process and not yet resolved in terms of payment or release of the vehicle.

  
  To summarize, the customer brought his vehicle to ********************** **** to have it diagnosed and repaired.  The customer authorized the work without having the money to pay for the vehicle.  Apparently, the money they intended to use to pay for the repairs was from a loan that was not finalized and not approved as it required a co-signer and that was not available. We found this out only after the repairs had been completed.  This means the customer knowingly authorized the work without having the ability to pay.  While these details are between the customer and their bank, they are pertinent to the conversation.  The customer should not have authorized repairs they were not certain they could pay for.  At this point, this is actually the only questionable action by all parties involved.

  
  We did not bully anyone into bringing the vehicle to us or completing repairs.  The customer had the vehicle towed to our facility and requested we inspect and repair the vehicle.  We were asked whether or not we could offer the ability (internally) to make payments.  When I clarified that was not an option, that we did not internally finance repairs I was then contacted by an outside finance company that indicated they would approve the customer for payments, but only if signed a formal supplier agreement, with very specific terms and conditions.  We received the document but have not properly vetted it.  Further to this, we do not believe we should be obligated to agree to terms and conditions for an outside finance company.  *** financial agreement should be between the customer and the financial institution.  We should just be receiving payment.  Finally,for the customer to suggest did not approve any repairs, I believe their actions indicate clearly they did.  Why would a consumer attempt to secure loans to pay for work they did not approve?  That makes absolutely no sense.

  
  I refer to you to the Personal Property and Security Act of ******.  We are in a possessory position with respect to the vehicle.  Wt we are fully *********** hold the vehicle until payment is secured. And after an appropriate amount of time without payment we are *********** take necessary steps to recoup the money owed through the sale of the vehicle if necessary.   

  
  This remains an open issue and is still in progress, so please contact me directly with any questions you may have.  

  
  Sincerely,
  
  ***********************
  Fixed Operations Manager of Highbury ****
  *********************
  *************************************** us why here...

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I have a 2021 F150 Lariat and I loved my truck. I started noticing a moldy smell coming from the truck whenever it rained. I have a moonroof on my truck and when I opened the cover the smell got very bad. I took it into highbury **** as it is under warrenty and I wanted to get rid of the mold. When I first took it in they said they could not smell anything and sent me home with it. I brought it back later and said I needed it fixed and said they would have someone take a look at it. Again they gave me the truck back and nothing was done with it. They said they could not smell anything but they had fixed an issue with a recall with my wiper motor while the truck was in service. I took the truck. Within a week it started to rain and when I was driving with my son the wiper arm became detached and got stuck in the other wiper blade causing a complete blockage of the window. (between the arms and the rain.) Luckily I was able to pull over before getting into an accident. I took the truck back and I was mad, explaining how unacceptable that was and they said they must have not locked the wiper blade arm when they reattached it after the repair. I stated I wanted the moldy issue taken care of as well since I was there. I dropped the truck off.... again. I got a call saying the truck was ready for pickup. I came back in to pick up the truck and the wiper blade was still not attached to the truck. (the truck was still parked outside). I went in and said the trucks not done yet, the wiper blades not even on it. They then told me they do not smell any mold and to bring the truck back when it smells. They reattached the wiper blade when I was there waiting for my truck AFTER they said it was done and ready for pickup. I took my truck home, AGAIN, went to wash it with a hose and the smell came back worse then ever. I then put my kids in the truck and went to highbury **** to get **** to look at it and smell it. The sales manager and **** in service both smelled it and said it smelled like cat pee. They both said it smelled horrible. They booked me in for another appointment thinking it was the oil on the sunroof track and they were going to clean it. I bring the truck in and drop it off.... AGAIN. I take it home, they said they cleaned it off and should be good to go. It rained a little while longer and continued to smell after it rained. I then took the truck back in and said the issue was not fixed and it was still bad. At this point I have brought the truck in 7 different times. Finally the service manager calls me and says he will look into it and get invoices from what has been done and get back to me with the next steps to get this fixed. I wait for 3 weeks and have no reply. I email him and say what is going on? He emails me back saying "oh, they transferred me to a different department, and I'm out of the loop now and if you want you can book an appointment to have them look at it". What kind of service does this place have when they done get back to there customers because they moved people around. Now I'm back to square one. No one is looking at ************ family has been breathing in moldy air from my brand new 2021 truck for 6 months now and they almost got myself and my son in an accident. I paid a lot of money for my truck to be treated like this and to have a moldy truck. This needs to get dealt with... now!

  Customer Answer

  Date: 18/09/2023

  Since I filed the complain I have spoken with **** on the phone a couple weeks ago.  He said he was unaware there was still an issue and he was going to send a message to **** to find out how to deal with my case.  I had heard nothing for two weeks at this point so I went in today to see him.  I spoke to **** in person and he said he would need the vehicle for longer than a morning to have it looked it and would look into a possible rental situation so I can still have a working vehicle for work.  He also stated the person who sent the message to **** is on vacation and **** would try to see if he gain access to see if **** responded.  As of right now, I am back to waiting for next steps again.

  Business Response

  Date: 28/09/2023

  To The Better Business Bureau,

  The customer has warranty on his vehicle.  It is not that we do not want tor resolve but it is an odor, not a specific failed part.  As such, it is harder to determine and we need the vehicle for longer than the customer is generally able to make it available.  We also are not having this concern regularly with other vehicles and as such it is a unique repair for us.  Again, we are chasing an odour, not a specific failed mechanical part.  And we have consulted with **** through our internal Technician Hotline for some recommendations for repair.  We now have that. 

  We have reached out to the customer.  Our advisor is making arrangements to provide them a vehicle so that we can have the vehicle left here for longer than a day in order to inspect and resolve this issue more permanently.  We hope to have the customer in sometime in the next 7 days.

  Please contact me if you have any other questions or concerns. 

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

  Fixed Operations Manager

  *********************.

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

  Customer Answer

  Date: 04/10/2023

   
  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.  As long as they follow through with what is said and the repair actually can fix the issue.
  
  Sincerely,
  
  *******************************