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:08/08/2024

  Type:Billing 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 was told, on the phone-it is recorded-that the total ***air was $3500.00, and my warranty/insurance was paying $3000.00 Over a month later with no contact from the ***air facility, I was told my car was ready for pick up. When I went to pick it up, I was told I owed $3500. When I asked about my insurance, I was told that insurance paid $3300 but I still owed $3500.00 I was never told the ***air was $6800 total. This amount was never mentioned and is not written anywhere on anything. They had two separate invoiced one for the $3300 for the insurance and one for $3500 they say I owed. The customer service *** had to go find the inv for the insurance because it was not even with my paperwork. I was told prior to the start of the work the total was $3500 and that my insurance was paying $3000.00. Not that after insurance it would still be $3500.00 The vehicle is not worth $6800, so no one would reasonably expect to spend $6800 to ***air the vehicle-I would have never agreed to ***airs had I been told the total was $6800.00.-Failure to disclose is a key factor here. I have spoken with numerous ***air shops, and I was told the job should not have exceeded $4000.00. The customer service team asked the manager to review with us, and once he listened to the phone call-which shows the shop told me $3500 total he would not talk to me further. He left and did not come back. They are overcharging and it appears the shop is also double dipping-charging me and the insurance for the same job. This is illegal and I want an explanation.

  Customer Answer

  Date: 08/20/2024

  Route 66 advised my contract covers up to $5000.00 yet they were only billed for $3400.00. 

  If the total truly was $6800 why would the warranty not be billed for the full amount? Additionally, why was I never informed the total was $6800.00? I have several estimates from reputable repair facilities and each lists this job at $3800.00 to $4000.00. 

   

  Again, it appears I was double billed. It was billed to me at $3400.00 and to the warranty at $3400.00. Yet no invoice lists a total amount of $6800.00 anywhere. They each show $3400.00 

   

  

  Business Response

  Date: 08/29/2024

   

   In response to the aforementioned complaint, per recorded conversations the customer contacted the dealership on June 27, 2024 to confirm vehicle drop-off.  On July 2, 2024 the customer was contacted by a service advisor informing customer of diagnosis and cost of repairs.  The service advisor explained that the warranty company would pay $3000 and the remaining balance would be approximately $3500,at which time the customer authorized repairs. The customer was also made aware of the fact that parts may be delayed due to the upcoming holiday.  The customer contacted his service advisor on July 5, 2024, to check the status of repairs and was informed that parts had arrived but there were 4 transmission jobs ahead of him and we only had 1 transmission Technician. It was also confirmed that customer was on the list for a loaner vehicle.  On July 17, 2024, our service advisor contacted the customer to inform him that we had a service loaner available and arrangements were made for him to pick up the loaner vehicle that afternoon.  The service advisor contacted the customer on July 31, 2024 to advise the vehicle was ready for pick up.  The customer asked again for the final balance and was told his part would be $3496.88 after the extended warranty covered $3000.  ******** did confirm that he had misunderstood and to give him a day or so to come pick up his vehicle.  The customer came to the dealership the following week (August 7th or 8th) to pick up the vehicle.  The customer expressed again that he did not realize the total cost was $6496.88.  Information was given to the customer regarding an alternative payment method. Due to the time of day, the service department had closed and no arrangements for payment were made.  The service manager had left after speaking with the customer but was contacted and on his way back to the dealership, when the customer said that it was okay and he would work something out and come back later.

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22111257
  
  I am rejecting this response because:

  At no time was a total of $6800 given PRIOR to repairs being made. Additionally, the job was a torque converter and possible rebuild, a new transmission was never approved. In the state of Alabama all supplemental repairs have to be approved prior. At no time were we notified the cost exceeded a TOTAL of $3500.00. It was misunderstood because the way it was presented was to conceal the total cost of $6800. It was stated that the total was $3500 and that the warranty was paying $3000. At no time were we told that AFTER warranty was applied the remaining balance was $3500.00. Additionally, my estimate was never updated and still shows zero dollars; a written estimate is required in this state and was not supplied.  This has been reported to the ** and a formal investigation has been opened. 
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 09/12/2024

  So even though the business failed to respond within the time frame allowed, never offered a resolution, and committed fraud, this file is simply closed? Exactly what good is the ** of they do not hold businesses accountable for fraudulent actions.