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:04/23/2024

  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 brought my vehicle to them on two separate occasions for overheating on both occasions. The vehicle was returning me still overheating. The third time I went down to explain to the vehicle still overheating. The gentleman told me to shut my mouth either leave my keys or dont leave my keys he really doesnt care And cursed at me called me derogatory names said I was fat all kind of other things. I didnt deserve to be treated this way and I believe it needs to be looked into vehicle repaired parts shouldve been under warranty and wouldnt even look at it without calling me derogatory names. Im without a vehicle. I have to drive to school. Im an older lady. Shouldnt have happened to me.

  Business Response

  Date: 05/04/2024

  Good afternoon,

  Being the owner and also whom had to interact with the angry family member of ************************* (in this case the client); we will not stand for any false claims nor untrue defamations by our clients. As I did not lack any respect to the client, *************************, but I was not going to  allow the angry family member to accuse me of 'robbing' from a client. Both previous work orders were authorize by the client: first being the thermostat, and second visit being a ruptured hose which was in no way our fault. The car's cooling system shows a lot of corrosion and so the work that has been done so far on cooling system has been mainly maintenance work and work that was needed to alleviate the overheating issues as the vehicle came in on two different occasions for different repairs.

  We reserve the right to refuse service to any client who becomes disrespectful and accuses us falsely of being 'unprofessional' in our work.

  Our longstanding business in *************, now 25 years, shows our dedication to our craft (automotive maintenance and repair); and being the only STAR Test & Repair Station in ************* this shows our dedication to excellence in all of our affairs when doing business in the ************* area.

  We will not allow a random angry family member to show up and start yelling and accusing our Team of being dishonest; we have all authorizations and receipts for work provided (which we already forwarded in multiple instances now to *************************).

  Have a good weekend everyone.

  Sincerely,

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

  Owner

  D&S Automotive

  Customer Answer

  Date: 05/06/2024

   I am rejecting this response because:
  
  Its a shame this business is full of lies. It was *********************** who called me names. He threatened me and called me fat he was completely dis honest to the fullest after leaving that shop we went to there competition just next door who informed us that this is per usual with *********************** who constantly has these issues further more all the work he did was a scam as it was a leaking radiator that was the problem not a hose wich he charged 500 dollars or a thermostat also 500 he was working around the problem as to make more money and when he was questioned on this he lost control of himself hes a very bad guy and his business should be shut down for the way he treats his customers. Its a shame or city lets this man operate in it. 

• Initial Complaint

  Date:11/22/2023

  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.

  D&S replaced starter on 3/1/23 in the amount of $518.31. Starter began showing issues starting 11/14/23, while still under 12 month/12K mile warranty per shop agreement. Shop owner **** would not give me immediate appointment date to repair it, saying that he would "call me back." Starter went out completely on 11/21/23. On that date, car would not start and I called for tow, but car finally started after 30 min. I drove directly to shop, but owner **** refused to replace part, saying that it was "not his problem" despite my having invoice showing that it was still under warranty.

  Business Response

  Date: 11/23/2023

  Good afternoon, 

  We don't offer refunds for warranty work; the process for a warranty claim is to have the vehicle scheduled for service (to first have the vehicle inspected and ensure what the is*** is). Once our technicians verify the complaint, post diagnosis, we would then warranty any part that was installed with us for a total of 12 months or ***** miles (after mileage on paid invoice). As a small business, we need to be careful in organizing our work to be efficient both for us and the clients we are serving. 

  **************** showed up, as he stated in the complaint (once his vehicle started); however, as he showed-up unscheduled and as we were busy working on other clients vehicles - he was informed by me (*****************), that I am working on a schedule availability to have his vehicle scheduled for inspection and this way we can see if the starter is the case (and not battery, or some other is***) prior to replacing the starter. We have no is*** replacing the starter, if that's the case - once we have a schedule opening and the is*** is verified by our Master ASE Certified Technicians. **************** showed up very angry, and calling me unchristian (which we don't appreciate name-calling by clients); hence, I re-iterated that I would follow-up with him as soon as our schedule is available but he immediately left in a hurry saying that he was gong to *** us and he was going to be in contact with his lawyer. No one wants to work with someone who is both name-calling and threatening to *** unless you assist them right then and now.

  But to re-state, we don't do refunds, but we do warranty work; upon scheduling an appointment with our ASE ***************** Consultant. When we schedule an appointment, we charge $60 dlls for a vehicle inspection - and if the is*** is not the starter as the client states he owes $60 dlls for vehicle inspection. If the is*** is a starter is***, then the vehicle inspection fee is waived and we then proceed to have the part ordered with our vendor(s). We don't control if the part is in stock or not either, and so the part could have a delay in delivery. The is*** here is to have an angry client showing up, and wanting to have his vehicle fixed right then and there without any previous appointment.

  We can have ******************** car inspected this upcoming week (Saturday 09/02/23) if interested. But again, no refunds; only warranty work honored.

  Thanks for your time and assistance in the matter.

  Customer Answer

  Date: 11/27/2023

   I am rejecting this response because: Company D&S Auto refused to schedule an appointment when the complaint was first registered with them the previous week. They chose to allow the warrantied part to completely fail, forcing me to have the part replaced the same day through their direct competition next door to them. I could not be without a car as I am a parent of a minor child with a single vehicle. Since the part has now been replaced, a complete refund of the warrantied part that they installed and refused to replace in a timely manner is the only viable solution. This could have been avoided if the owner **** had simply scheduled an appointment to replace the part within a week the part has begun to malfunction, instead of waiting for it to completely fail. Though I gave owner **** the opportunity to fulfill his obligation to his customer, he unfortunately told me that the faulty part that his company had installed was "not his problem "