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:12/10/2024

  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.

  I scheduled an appointment with this repair shop for *****-2024. I was instructed that was the soonest they could get me in however if I did drop it off early they'd get it in sooner if possible. It was brought in early and I talked to the owner, *****, on *****. It was decided my truck needed a new turbo installed. I paid $2,867 up front and was told he would next day air the part and that it was a 1 day job once parts were on hand. Over the upcoming ***** ***** would not answer my calls or respond to my voicemails/text messages. I had to borrow a car and go to his shop numerous times to get excuses. No parts on hand with the money I paid up front. Each time that was the case. Finally on ***** I went to take my truck from his shop. He still did not have the turbo and did not have the funds on hand to return my money. He assured me the funds would be back on my card by ***** however they are not. I've spoken to numerous folks in the community over the past weeks and it seems to be very well known that only His shop requires money up front and that he'll take money to cover bills/payroll until he can get to your vehicle. I am currently out of work, and without a vehicle to get me to work. Now the credit card I put his charges on is due and I'll have to pay it myself as he still has not refunded the $2,867. People need to be aware or this and I need my money returned.

  Business Response

  Date: 12/26/2024

  Mr ********** was scheduled for an appointment with us on 10-17-2024. That was in fact the soonest that we could get his truck into the shop.  We did tell him that he could drop it off beforehand and we would TRY to get his truck in sooner if we had an opening. Upon diagnosing Mr. ************ truck, we did in fact determine that his turbocharger was bad and in need of replacement.  We do require a deposit on all work orders over a certain dollar amount.  ************ order was one of those and therefore the reason we requested a deposit.  We never told ********** that it was a 1-day job, nor did we tell him we were going to next day air the turbo.  The claim that most local shops do not take deposits is inaccurate and not true.  The claim that we take deposits to cover payroll and bills is also not true.  As you can see in the attached estimate for **********, there are no refunds on deposits or special-order items HOWEVER we are willing to give him his deposit back out of good faith.  We have tried numerous times to return his deposit via our payment processor however the return keeps getting kicked back. We called ********** to advise him of this (he answered from the north slope where he is currently at work) and told him that we have a check waiting at the shop for him to pick up (see attached image).   We would also like to say that the only person that should be made aware is **********.  He should pay attention to what he is signing and agreeing to because TECHNICALLY we do not have to refund him his deposit. 

  Customer Answer

  Date: 01/09/2025

  This is in response to Alaska Diesels claims. I allowed my truck to sit at their shop for six weeks after the diagnosis was made. Payment was promptly made in order to get my parts on the way. I have dealt with numerous other shops who did not require up front payment which goes against their claims. Nevertheless, payment was made in good faith the work would be completed on my vehicle in a timely manner. The fact of the matter is that it was not. This needs to be made public information so others know what to expect when dealing with this business. I would routinely call to get updates on my vehicle. The phone was never answered not were my voicemails ever responded to. This is why I took the truck back. After 6 weeks and the $2800 down-payment my truck sat at his shop with no parts in hand and only excuses provided when I went to their place of business. When I picked the truck up it wouldn't even start. Two fresh batteries, installed in June of '24, were absolutely dead. 

   

  Regarding reimbursement; no work was done and no parts were ordered; therefore I am within my right to receive a refund. I picked my vehicle up from his shop and was told the money would be refunded to the card I paid with. I made numerous calls, leaving voicemails every single time, inquiring about my refund. The phone was never answered, nor did I receive a call back. December 24th of 2024 was the first and only call I'd gotten from ***** **** at Alaska Diesel. He claimed they tried refunding my deposite but it would not go through and my card must be disabled. That is incorrect. Had they actually tried refunding my money and it did not work one would think they would reach out at that time. They did not. I strongly believe that the only reason I got a call was because I got the BBB involved. It took over 3 full weeks to receive my money back. That is unacceptable. I am not an unreasonable man. Had there been Any amount of communication from this business I may believe their claims. There was not therfore I do not. I stand firm in my believe that this is a business to steer as far clear of as possible. 

   

  Upon taking the truck to a reputable shop, the work was completed and ready for pick. The was before ***** ***** shop would even return the money I paid him more than two months prior. Additionaly, when my wife called the shop on 2 different occasions to see if they were open so she could pick up the check, nobody answered the phone. She had to drive to their shop just to see if they were there. This was around the holidays for reference. 

   

  It is my opinion that fellow consumers should be made aware of their business practices. Attached are screenshots of my call logs that clearly shows the number of times I reached out to this shop. 

   

  If you are a consumer and you're considering using this shop for any work, be warned.