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:05/14/2024

  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.

  on 05/13/2024 I took my car to be inspected and I informed the mechanic right away that I was paying with a ***** that I was approved for that is valued at $1,000 but I first needed to email my case worker a copy of the itemized statement and a W9 which they provided by the end of the visit however there was either a miscommunication or the mechanic was purposely trying to take advantage of me because I am a woman who does not know much about fixing cars because I clearly informed him that I needed to email my case worker and get an approval and she would be the one giving them a call to pay for the vehicle's repairs which he said was ok to do and he would work on the truck and my case worker could give them a call to pay however he did not wait for my case worker to respond because he states he believed I would get an email response right away even though I explained that even the quickest email responses require at least 24 hours! so they did not release my car to me because they stated nothing guaranteed my case worker would pay for the bill but that should of been brought up when the mechanic asked to take my truck back for repairs but instead he waited until the car was fixed so they would get paid in any way but which means they have kept my car and will not return it until I pay the 1,000$ that is due. it feels as if I was scammed and my car was stolen by my mechanic and as an autistic woman I feel taken advantage of especially when I explained to them that I went over all of this info before I left my car because I like to be fully informed and all they did was gaslight me and cause me emotional distress

  Business Response

  Date: 05/16/2024

  We did receive the 2008 Dodge Durango on 5/13/2024 and at the time we agreed we could accept payment by credit card from the charity she was receiving the ***** from. It is our policy to have the work paid for before the vehicle is released. At no time did we agree to release the vehicle prior to payment. We have been in contact with the customer on 5-15-24 and she has all the documentation she has requested, however, we cannot release the vehicle until payment is made.
  
  *************************
  District Manager 
  Greulichs Automotive
  
  

  Customer Answer

  Date: 05/16/2024

  the business NEVER had me sign anything releasing my vehicle to be fixed,  i explain over and over again that i first needed to submit the paperwork and then have it approved before my car could be fixed however the mechanic who took my car also failed to mention to me that if they took my car and no payment was done before then they wouldn't release my vehicle back to me until she called because my response would of been to wait and come back when i had the approval but the mechanic never gave me clear communication letting me know that it didn't mean they would wait for payment, the mechanic was new but he had an experienced colleague next to him who admitted to have listened to our conversation but even he didn't step in to let me know that my car wouldn't be released to me if my case worker didn't call right away to make a payment. They were more concerned in finding a way to take advantage of an autistic woman by not giving her all of the full details on purpose because they knew that if they took my truck to work on that no matter if i got their shop approved for services or not they would still be getting paid no matter what because they knew they wouldn't release my car without payment which makes what they did completely unethical behavior.  I have been left completely traumatized and my wages have been affected because i use my car for work everyday to support my kids and i have not been able to work since Monday due to their lack of proper communication and i have a video recording as proof that shows evidence of everything I've been saying

  Business Response

  Date: 05/17/2024

  We had a verbal authorization for the work to be done. We were notified by her to proceed with the work. At no time did she ever request for us to release the vehicle without payment until the work was completed and she wanted to pick up the vehicle. The manager ******************************* has been in contact with the customer today 5/17/24 and has been notified that the customer should have the funds from Helping Hands today. 

  We assured the customer that we would do all we could to help her resolve the matter and furnished her with a W-9 form for the helping hands organization. We offered to call her case worker if needed and were informed that they would contact us, and that we did not need to contact them. As of this time we have not been contacted.
  

  At the time the work was authorized the customer notified us she had been approved for a ******* ****** She also requested the belt to be replaced after we informed her that it was worn. The amount of the repair came to ******* with the belt being replaced.
  

  We did the work that was authorized by the customer, we agreed to take payment from the third-party organization, however, she never asked us to release the vehicle without payment until she came to pick up the vehicle.
  

  It is standard practice to have the work paid for at the time it is performed prior to releasing the vehicle. She mentions she has a video that would back her claims and I would like to have access to this as proof.
  

  If she is able to secure funds today we are willing to reduce the invoice to an even ******* to help her out, but releasing the vehicle without payment is not an option.
  

  *************************
  District Manager 
  Greulichs Automotive