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:04/15/2024

  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.

  04/12/2024: Car taken in for replacement of shocks and struts (Front right/left, back right/left), Sway bar links (Front right/left, back right/left). Total cost $1200.00. Given estimate 2 days for repair time. 04/15/2024: Received call from ******** at approximately 2 pm, picked up car to discover a destroyed seatbelt and gaping hole in car seat. Owner of business refused provide evidence of insurance and take responsibility.

  Business Response

  Date: 05/06/2024

  The business response was taken by dictation by BBB Rep C.C. 

  The customer brought his car and provided his own parts on Friday. The front shocks were incorrect. I purchased the correct parts per the customer's request and I installed the parts. ******** claimed that a rodent ate through his car seat. When the car was in the shop, the car was on a lift the entire time and we never opened any doors. In addition, we don't have a rodent problem and other cars in the shop did not have any issues with damages from rodents. 
  

  
  

  Customer Answer

  Date: 05/07/2024

   
  Complaint: 21580037
  
  I am rejecting this response because:
  

  The business owner was the one that suggested that the whole in my car seat was caused by a rodent. It never appeared to be caused by a rodent to me. I believe that the owner or his employee caused the damage. Especially being that they didn't complete the work I paid them for.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/09/2023

  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 2/27/2023 I dropped off my 2009 ********** Touareg to install new struts, strut mounts, and a suspension lift kit. The work was completed the next day on 2/28.In late April the car started having a loud banging sound over bumps, so I parked it and stopped driving it, and noticed on further inspection that the front right strut shaft had failed completely, and was flopping around loose, causing impact damage to surrounding parts. I took the car back to Mission Motors, but they were unable to fix it because of the damage to the strut mount and other related parts.When I got the parts in, I decided to fix it myself, and found that the top nut on the strut was only finger tight, and never torqued down, allowing the strut to act as a "slide hammer" until it wore through and broke. Out of concern, I disassembled all 4 struts on the car and found that the top nuts were loose, and the shafts worn through on all 4. I also found additional damage to the car from the shop installing the new struts incorrectly including:- All 4 shock/strut nuts were left loose (only hand tight) destroying both the strut, and strut mount - The front right strut wore through completely, also destroying the upper spring mount bracket - Front left brake line left disconnected from support bracket - Ambient air quality sensor broken off underside of cowl and hanging loose - Rear right spring and front right spring seated incorrectly, causing point loading, and risking spring escape - Plastic cowl under wipers bent out of place instead of properly removing to access upper strut bolts, causing cracking and damage - Front left strut boot destroyed I have the damaged parts, photos, and videos for inspection. I asked the shop to reimburse the labor, and my cost (with receipts) for the damaged parts, total $2,443.44 but they refused. They said that they would consider refunding only the labor, but that I was liable because I should have noticed the issue earlier.

  Business Response

  Date: 08/02/2023

  BBB spoke with Mr. ********************** over the phone.  He explained that the customer brought in a modified after market suspension kit.  He explained to the customer that since he did not supply the kit that he wouldn't warranty it.  The customer took possession of the car and came back later due to a broken strut.  The customer asked for a refund of everything.  Mr. ********************** offered to refund the $800.00 for the labor, but explained was not warranting **************** kit.  

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20164992
  
  I am rejecting this response because:

  It is not accurate. I paid Mission Motors to both install a lift kit, and new shock absorbers at the same time. The shock absorbers were installed incorrectly, with the nuts on the top not tightened, which is not related in any way to the lift kit they also installed. There was also a large amount of additional damage to the vehicle simply from doing the work incorrectly, for example prying apart the plastic cowl under the windshield to access bolts instead of removing them properly.
  

  An investigation by automotive experts at the ****** of ********** Repair concluded that the parts were installed incorrectly, and there was no problem with the parts themselves. I can share a copy of this report with the BBB. They had experts physically inspect the damaged parts in person. The shock absorber manufacturer also denied any warranty claim, saying this type of damage could only be caused by incorrect installation.

  I have attached a spreadsheet of which parts were damaged, and their cost. I have receipts for the actual cost of all of these parts.

  The shock absorbers are the highest quality aftermarket shocks available for this vehicle, Bilstein B6s, and are a drop in replacement for the factory shocks with identical fit and dimensions. They are handmade in the ***, and the part numbers are as specified for my vehicle, a 2009 VW Touareg TDI.
  
  Sincerely,
  
  *************************