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:04/25/2025

  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 am writing to formally dispute the handling and resulting damage to my vehicle while it was in the care of Valley European between April 15th and April 23rd, 2025. On Tuesday, March 4, 2025, I took my vehicle to shop after noticing my coolant light had come on. The tech diagnosed the issue as a faulty coolant sensor, a leaking water pump, and a related hose replacement. Despite not having observed any visible signs of leakage myself, I authorized the repair and paid approximately $1,700.On April 15, 2025, I experienced a critical overheating warning just a block from my workplace. I immediately contacted the shop, and they agreed to retrieve my vehicle. Two employees initially came to assess it and determined it was unsafe to drive. I specifically asked the technician not to drive the vehicle, and I handed over the keys after we did a walk-around inspection with no visible damage reported "reiterating, he was responsible for my car. and specifically, not to drive it to prevent further damage to my engine."Later that day, I contacted the shop, and the tech diagnosed the issue as a failed coolant fan. My veh remained in the shop possession from 04/15 - 04/23. I paid the funds and was set to leave once I got my receipt for the repairs. When I retrieved the vehicle, I discov that the rear window was cracked, a condition that did not exist when I handed over the car. Upon raising this concern, I was told by *** (Tech for Valley European) that the shop did not damage the veh. However, no documentation or report was presented upon the vehicles intake or return noting the damage, and no one from your staff mentioned any damage until I brought it to his ************ the service provider and the party who ordered the towing, you were responsible for the vehicle's condition while in your custody. The damage clearly occurred either during towing or while at your facility. Since I delivered the veh undamaged, and they returned it with damage, they need are liable

  

  Business Response

  Date: 05/08/2025

  Good morning,

  I am writing in response to a complaint made about a cracked rear windshield on ****** ********** 2011 Jaguar XJ. She called in stating vehicle was overheating. As a courtesy, we sent two technicians to evaluate her vehicle at her place of employment. We found coolant bottle full and cooling fan inoperable. We then had *************************** tow her vehicle to our shop and confirmed cooling fan to be faulty. Fan part was not in stock at the dealer, so vehicle was at the shop for ten days. when the customer picked up her vehicle, she stated we cracked her rear windshield. We never opened the trunk or rear doors during or after repairs. No visible damage to rear windshield or rear of vehicle.

  I reached out to customer to try and resolve the issue, and she would not let me speak. She expressed new claims that she believes her vehicle did not need the cooling fan or coolant leak repairs done previously and further accused us of "ripping her off". We still have the old fan and can show that that the vehicle needed this repair to resolve over-heating issue.

  I am aware glass can crack on its own. I also know that if we had damaged her rear windshield we would have notified her and had it repaired before she picked up her vehicle. We strive to exceed customers' expectations and do business honestly and transparently. We would never try to hide any damages to a customer's vehicle.

  Customer Answer

  Date: 06/04/2025

  I am rejecting this response because:

  Hello BBB Representative, 

  Im writing to follow up regarding the damage sustained to my vehicle while it was in the custody of Valley European.

  On Tuesday, May 6th at approximately 10:30 a.m., I received a call from *** at Valley European. During this call, *** acknowledged there was damage to my vehicle, but repeatedly stated that he was not admitting guilt. Despite this, he expressed a willingness to work towards a resolution. Unfortunately, the conversation was not productive or solution-oriented, and it became clear that Valley European is attempting to avoid full responsibility for the damage. I expressed to *** that I was in route to my father's homegoing celebration for 11:00 a.m. The tone of the conversation was not conducive for me so I asked if we could follow up in a day or two. Prior to disconnecting the call Rons commentssuggesting that windows crack all the time and expressing regret for offering the courtesy pick-updo not address the central issue: my vehicle was damaged in their care, and his team / shop should be fully responsible for the cost of repairs. The offer to help out without taking full responsibility is not acceptable.

  To clarify:

  • My vehicle had no damage to the windows prior to being picked up by an employee of Valley European.
  • The vehicle was handed off directly to one of your employees, and we conducted a walk-around of the vehicle together "which *** is denying the fact that we did and he was not present during the pickup".
  • I specifically stated that Valley European shop would be fully responsible for my vehicle, given its overheating condition and the fact that their employee wanted to drive the car oppose to towing it to the facility. The technician random vehicle for a couple of minutes and discover the condition was not feasible to drive. So, they ordered a tow truck. I was not able to sit and wait with them for a tow truck due to an important 9:00 *************** call. I am not sure how my vehicle was towed "flatbed or not" the car was delivered to the shop 
  • There was no damage reported at the side of pickup, once Valley European received my vehicle they did not confirm any damage/cracked windows upon receipt of my vehicle,  during the duration of the stay nor at the time of me paying for the service. 
  • The damage to my vehicle occurred while it was in Valley Europeans possession.

  As stated in my initial complaint, I am requesting that Valley European cover the full cost of repairing the window damage sustained while my vehicle was in their  custody. I do not agree with ***** attempt to shift this burden onto me.

  I would appreciate support in holding Valley European accountable and seeing this issue resolved fairly and promptly.

  Sincerely,
  ****** *******************************************************************************************************************************************************************************************************************************************************************************************************************

  

  Business Response

  Date: 06/04/2025

  I did call her to resolve this issue. As stated in my last response we did not damage her rear windshield. We have never had a complaint of this nature because we always try to do the right thing. We would have called her and repaired any damage caused by this shop before vehicle was released. She states she did a walk around the car before vehicle was release to us and towed to shop but that was not the case. I would like to see the walk around on any video as there is cameras in front of her work. When i called her to try to resolve this she is now stating her vehicle did not need any repairs done previously and stated we "ripped her off". We still have her old fan assembly which fixed her overheating problem and no coolant loss from previous repairs. All repairs done to her vehicle was from engine compartment and was never in the rear of her vehicle or trunk. There is no visible damage to rear windshield or body damage caused from impact. I have spoken to several glass installers and it is a fact that glass can crack on its own due to a phenomenon known as thermal stress. I would be willing to pay her insurance deductible to help but we are not taking blame for something we did not do. 

  Customer Answer

  Date: 06/12/2025

  I am rejecting this response because, ***, it is standard industry practiceand your responsibility as a shop ownerto conduct a thorough inspection of any vehicle before initiating repairs. If there was damage, such as a cracked window, present when the car was dropped off, it should have been documented and communicated to me immediately. You failed to notify me of any such damage. Now, you are requesting proof of a pre-drop-off walk-around, yet you cannot provide any evidence that my window was already damaged upon your receiving the vehicle.
  
  The fact that you did not alert me to the window damage, combined with your behavior when I first brought the issue to your attentionincluding becoming defensive and aggressivereinforces my concern that there may have been an attempt to cover it up. This interaction is a primary reason I submitted this complaint with the BBB.
  
  Yes, I am questioning the integrity of the work performed on my vehicle. When I first brought my car in, the warning light on the dashboard indicated that the coolant level was severely lownot that the engine was overheating. I took the vehicle to Kragen's Automotive intending to top off the coolant. Their technician found that the overflow container was already full, suggesting a potential sensor issuenot necessarily a water pump failure as you had diagnosed.
  
  Your repair estimate included replacing the coolant reservoir (due to a bad sensor), the water pump, and a hose connected to it. However, after these repairs were supposedly completed, my fan failed within just four weeks. This raises serious concerns about either the accuracy of your diagnosis or the quality of the repairs you performed.
  
  To verify your claims, I contacted a Jaguar dealership. They confirmed that a low coolant level warning could indeed be due to a faulty sensor or a malfunctioning fan switchnot necessarily the components you replaced. Their insight supports my skepticism of the repairs you performed.
  
  Lastly, while you mentioned a willingness to pay my insurance deductible to resolve the window damage, I am declining that offer. I am instead requesting that you take full responsibility and file a claim through your shops insurance to cover the damage. The window was damaged while the vehicle was in your care, and it is inappropriate to shift that liability to me or my insurance provider.
  
  I stand by the statements I have made, both in my original complaint and in this response. I am seeking a fair resolution and full accountability from Valley European Automotive for the damage incurred while my vehicle was under your supervision.