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:11/03/2024

  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 took the car into the mechanic shop mechanic Express and imports in ********* ca For a brake replacement and they ended up crashing my car now the owner doesnt want to take any responsibility & share any insurance information to cover the damages..And the ********* police department is useless. I need you guys ******* info ***** Casillas ***********  

  Customer Answer

  Date: 11/04/2024

  On October 19th 2024 I took my car to get my brakes changed at Mechanics express and imports in *********,** when they were done changing my brakes the lady at the front desk decided to move my car inside the shop and she confused the brake with the gas and accelerated my car into the mechanics shops wall *** damaged the whole driver side of both doors, RIMS, quarter panel and back bumper and trunk. When asked for their information of insurance the Shop owner ***** ******** denied it and did not give it to me. He told me that he was not going to submit it to his insurance because he knew a friend under the table that could fix my car. So I had to call the police and get a case number when police got there the lady changed her story saying that she forgot to pump my brakes and thats what made her crash. Im asking for helping because my car is brand new now I dont have a car to go to work and they dont want to fix my and I feel like its really unfair how they treat their customers and to top it off they still charged me before giving me my keys and I still had to tow my car to my house .

  Business Response

  Date: 11/05/2024

        Had a conversation with owner with at the moment agreed to leave the car for repair I stated my sorry for the unfortunaly accident and I am incisted in offer him a car to drive for the time it will take for the repairs to take place but a one point He dicided not to leave the car and call for the Sheriff to get involved I had a Girl in the front desk felt overwhelm after several family member yelling asking for ids and she told law officer not to release that info after see how agressive costumer were acting i will try to request the copy of the report from sheriff depto in the context i was able to talk to the deputy and i espress my commitement to the costumer to repair the car at his satisfaction and if hi dicided to take the car He suppost to take to the shop of his choose and get me in contact with the repair facility and get an estimated of the damages., next day i contact a family member (***** *** to stated that we were commited to the accident and reiterate to take reposablity of the damages and take the car to the shop but He stated the he son will take it to his insurance and He had already started and state not to be contacted any more or reach any of his family or he will reported as a threating because we attented to his son's live (brakes done incorrect ) (***** ** never drove the car) before we hang up I am able to say to take car to a shop and get a second opinion on the condition of the brake system just for the records one of my tech drove the car out of the shop and parked infront brakes were working ok but will liked it to take it to a shop to get a report., I got contacted by someone on the phone couple days ago and who didnt let me talk much This individual suppost to send and state it estimate with picture about the damages i try to give him my email but was talking over my talks and he state it the he knew it but i go ahead and gived it to him guy sound in distress dont know why 

  I am on my best interest to get this problem solve dont know why sheriff and bbb got involved i am assuming misscomunication but i am still wating for an estimated

  Customer Answer

  Date: 11/05/2024

  I am rejecting this response because:

  First of all if they feel threatened by family members, how come the police werent informed opr called because of this. And how did he know that us the family were yelling if he wasnt present to begin with. He wasnt present to inspect the job and the job was done poorly/incorectly. I have video proof of the employee stating that the breaks didnt work and  they weren't bleed, therefore leading to the breaks not working when she was backing up. The employee said that the car was never taken out of the shop for drive testing because the car didnt make it out the shop before the collision. If he insists that the car was taken out of the shop to perform tests then this is a false statement and I have proof because I have a video of the employee admitting to never taking it out of the shop. The only people that called the police or informed them is us because ***** refused to give us his insurance since the beginning. I have a witness that stated I am lucky to not have been run over by the car because of how hard she hit the office. I also saw the employees wiping the doors of the car down trying to hide the marks that were on the car. I have this witnesss name and phone number he can vouch that the car never hit the road or made it out the shop after the crash. And what I dont understand is why ***** is stating that he felt like he didnt know who called him about the estimate, when I had a highly rated professional body shop in *****, CA named ***** Collisions which is a very known body shop give him a call regarding the damages. The tow truck took the car at the body shop for them to give an estimate for the car, he stated that the person that was on the phone was irritated and in distress when we had nothing to do with that phone call, we didnt even know that the phone call was taking place. We just chose that bodyshop because of their customer satisfaction rates. The car left the body shop (Irwins) in a tow truck, because the employee stated that the breaks werent bled and therefore not safe to drive with, they still charged full price even thought the job wasnt done. The car was towed to our house where it hasnt been driven since the accident. I also had to tow the car to ***** CA , to ***** collisions. I have spent well over ******************* towing expenses alone. To this day I havent got any information about his insurance and if its going to cover the damages. He stalls/denies giving information about his insurance. The estimate is around $27,000 and this isnt even the full estimate, the body shop still has to do a under the car inspection and fix the breaks correctly, this is because of the employee stating that the breaks didnt work and werent bled correctly, also because of the phone call that ***** gave ***** ** stating that the breaks werent bled correctly therefore the breaks wont make the car come to a stop. There was also another version that ***** ******** had about the story stating the the employee mistakes the break for the gas and panicked and stepped on the gas therefore leading to the accident. The same employee that felt threatened by us the family didnt make one police report stating so. The side of the story of the employee that crashed the car is all on video recording via the police officer that was in charge of the incident, and everything is on file. The body shop resent the estimate to ***** ********* that was on his business card. His email is ******************************* all of the email that have been sent to ***** we have been CC into. All that we need is ***** ******** to provide his insurance information or his payment option or how he is going to handle the situation. Thank you 

  
  

  Business Response

  Date: 11/07/2024

  The insurance company its been notifiy ***** and the shop will be contact by insurace accidents happend but will make will make arrangement to make it right

  Customer Answer

  Date: 11/11/2024

  I am rejecting this response because:

   

  Its been about a month already since the incident has happened from oct 19th 2024 till today nov. 11, all I keep getting is promises from ***** that the insurance is going to fix it and not to worry but it has also been a couple days since he said his insurance has been notified but no one has contacted ***** Collision to repair my car Today 11-11-24 I have called to ***** Collision and they said they have not heard anything from his insurance all these promises and at the end of the day I still need a car to get to work and I also need my car repaired ASAP!
  

  Business Response

  Date: 12/05/2024

  REACH OUT TO INSURANCE AND I WAS INFORMED THE CAR WAS PAID AND THE
  MONEY WAS SEND OUT DIRECTLY TO ***** ******** ON NOVEMBER 22 AFTER WE
  RECIEVED THE ESTIMATE ON THE DAMAGES WE TURN IT INTO A INSURANCE CLAIM
  AND FROM THERE INSURANCE TOOK OVER IT