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:07/07/2023

  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.

  Formal Complaint: Legacy Automotive's Poor Repairs and Lack of Accountability I am writing to formally lodge a complaint against Legacy Automotive regarding the subpar repairs and lack of accountability we experienced. On February 20th, I brought my vehicle to their shop for an engine repair, which amounted to a total cost of $3278.60. Little did I know that this would be the start of a series of disappointing encounters.Following the engine repair, an issue arose with the air conditioning system, which had been in perfect working condition prior to the repair. On March 13th, I returned to Legacy Automotive to address this new problem. They charged me an additional $68.48 to refill the freon, claiming that the ** condenser was damaged. However, instead of accepting accountability for the issue, they refused to repair it, leaving me with a non-functional air conditioning system.To make matters worse, within a couple of months, the air conditioning system broke down again, with Legacy Automotive admitting that it was related to the previously damaged ** condenser. Shockingly, they refused to honor the warranty and insisted on charging me an exorbitant $1000 for the repair. This lack of accountability and refusal to stand behind their work is highly concerning and unacceptable.Now, as if the situation wasn't dire enough, my car won't start at all. When I approached Legacy Automotive for assistance, they callously refused to even look at the vehicle. Their reasoning? They were offended by my justified frustration and disappointment over their failure to address the repair under warranty. As a result, my car is now in a worse condition than it was prior to being serviced at their shop.The overall experience with Legacy Automotive has been nothing short of a nightmare. Their inability to perform satisfactory repairs, refusal to accept accountability, and lack of professionalism have left me extremely dissatisfied. As a valued customer, I expected competent *********************** and fair treatment. Instead, I have been met with negligence and disregard for customer satisfaction.I kindly request that the appropriate authorities investigate Legacy Automotive's practices and hold them accountable for their poor quality of work and unprofessional behavior. Consumers deserve to be aware of the disheartening experiences we have endured, and Legacy Automotive must be held to a higher standard.Thank you for your attention to this matter, and I trust that the necessary actions will be taken to address the issues at hand and prevent others from going through similar distressing encounters with Legacy Automotive.

  Business Response

  Date: 07/11/2023

  We replaced the engine on the vehicle and it has a 24-month/ 24k-mile warranty. Accessories and maintenance items are not covered under warranty. The customer returned to the shop and we inspected the vehicle.We found front end damage and damage to the A/C condenser. The A/C condenser is leaking which is not covered under warranty. The check engine light was on because accessories were bad and further diagnosing was needed. The customer declined any *********************** and was asked to take his paperwork and leave. He then became very hostile and we had to call for police assistance to remove him from the property.We were unaware of the vehicle currently not running. The customer is no longer welcome at our shop, however, if a friend or family member would like to mediate for him we can check on any possible warranty repairs but any accessary and maintenance items are not covered under warranty and would be charged accordingly. Please see final invoice for further details.

  Customer Answer

  Date: 07/12/2023

   I am rejecting this response because:

   

  I would like to address some key points and provide additional information regarding the issues I experienced with their services.

   

  Firstly, I want to clarify that I did have front end damage on my vehicle from the beginning, but it was unrelated to the repair I sought from the business. The engine failure I encountered was entirely separate from any accident. Furthermore, I distinctly remember that the air conditioning was functioning properly while I was waiting for the tow truck. However, immediately after picking up my car following the engine repair, the air conditioning ceased to work. This sequence of events strongly suggests a correlation between the engine repair and the subsequent malfunction of the air conditioning system.
  

  
  

  Additionally, it's important to note that it was not only the air conditioning that was damaged during the repair but also the power steering hose. After discovering a puncture in the power steering hose, I consulted a representative from AutoZone who explained that such damage could only have occurred due to improper reassembly during the installation of the new engine. Essentially, it was swinging against something that, if it was reassembled correctly, it would not have been possible. It is disconcerting that the business dismissed any connection between their repair work and the subsequent issues I encountered. I expressed my concerns to them and was met with resistance and an unwillingness to acknowledge any responsibility.

  
  

  Furthermore, I omitted to mention in my previous complaint that the battery light began flickering on and off shortly after the repair was completed. Although I am not a mechanic, it seems reasonable to assume that this could indicate a loose connection or insufficient tightening of components. This additional issue further supports my belief that the repair work was not performed to a satisfactory standard.

  
  

  I would like to clarify that it is a false statement made by the business that the police had to remove me from their premises.  They will not be able to provide any police report, as they never showed up so this will easily be proven to be false information. Also, during my visit, my brother was on the phone with me for the entire duration, and if necessary he could provide his testimony on what happened and confirm police intervention was not neccessary as I left when they told me to, after the owner got right in my face, cussed me out and told me to leave. The point that they told me to leave was when I was informing that it was ignorant of them to say the power steering would not have a hose. In investigating this further I am sure it will be easy to find there was no need for such measures. The situation escalated due to the business's refusal to take responsibility for any of the issues I raised and their evident lack of knowledge regarding what should be common sense, especially for professionals in the field of mechanics.

  
  

  In light of the information provided above, I respectfully request that the Better Business Bureau reconsiders the business's response and takes into account the validity of my concerns. It is my hope that a fair resolution can be reached to rectify the damages caused by the business's inadequate repair work and their lack of accountability.

  
  

  Thank you for your attention to this matter. I look forward to your prompt response and a resolution that addresses the issues at hand.

  
  

  
  

  Business Response

  Date: 08/23/2023

  I would like to start by saying this customer has been harassing our business in various ways for over five months now. We tried working with him in the beginning on 03/13/23 despite the ** issue not being covered under warranty. As a courtesy, the labor for an ** service was waived and he was only charged for the Freon. The damage to the condenser was not done by our mechanic. The customer had already been aware of the prior front end damage as its pretty obvious to see and we informed him about the condenser being damaged too. He was also given a long list of recommended maintenance items that have clearly been neglected for quite some time. As for the power steering hose and battery light, you can see in our invoices that we told him about the power steering issues on 06/20/2023 and he declined further diagnosing and repairs and became extremely upset that everything on his vehicle wouldnt be fixed for free. We werent even aware of the supposed battery light until his most recent addition to his complaint with the Better Business Bureau.
  
  Weve explained to him several times in multiple ways about his warranty on the engine replacement and what is covered. If we had caused any accidental damage during repairs we would have of course repaired that at no cost to him. We all make mistakes sometimes but that is not the case here at all and any accessory and maintenance items are not covered under the warranty and would be charged accordingly. Again, his continued problems with the vehicle have to do with accessory and maintenance issues, not the engine.
  
  I would also like to point out how his story continues to change over time,adding in new vehicle issues each time after driving the vehicle for thousands of miles. He has finally admitted that there was prior damage to the vehicle that was unrelated to the engine replacement. He also clarified that on his last visit to the shop the police were called but not sent showing that he was incorrect in stating that we were the aggressors. The reason ************************************************************************************************************************** and demanded for him to leave. The customer then went on to try and argue with and insult the owner until I dialed 911. The police did not come to the shop because the customer finally left when I began talking to a dispatcher so the call was cancelled.   
  
  I have spoken with his brother and sister-in-law on multiple occasions to try and resolve the issues. They both apologized to me for their family members behavior and stated that hes been going through some rough personal matters. They seem to understand the facts much better, however, theyve also been unable to get it through to the customer and get him to understand. Because of his continued aggressions and harassment of me and our shop he is now banned from our business and we are working on filing criminal charges against him. I have told his brother this as well and that if he or his wife would like to mediate for the customer he is welcome to come for any warrantied issues if needed.
  
  On behalf of Legacy Automotive Repair, I greatly appreciate your extra time and consideration on these matters. We look forward to this all coming to a close.

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 June 2023, I took my 2003 Toyota Tacoma to Legacy Automotive Repair, *** *** **** ******,
  Redlands *** ***** to conduct a break re-inspection. Immediately after leaving Legacy Automotive Repair and pulling on to the I-10 freeway heading east bound in Redlands CA between exit 81 and exit 80, the rear end of my vehicle began to sway. I immediately pulled onto the shoulder at the next off ramp (exit 80). When exiting my vehicle, I discovered that all five lug nuts from my left rear tire were missing to include the locking lug nut and my left rear tire had completely separated from the break drum and the truck. This caused me to require a tow and the loss of my vehicle for a 24-hour period. Legacy Automotive Repair did not put my lugs or locking lug nuts back on my vehicle. This caused all lugs and nuts be inspected, repair and replaced by Discount Tire. Inspection from Discount Tire showed that the missing lugs was due to the incompetence of Legacy Automotive Repair. Legacy Automotive Repair refused to pay for the tow or to compensate me in any way other than paying for the lug repairs from Discount Tire in Redlands. Damages still in dispute is the cost of the tow, my time, and damage to the left rear wheel of my 2002 Toyota Tacoma. The unprofessionalism and incompetence of Legacy Automotive Repair jeopardized my life and potentially the lives of other drivers n the I-10 freeway. Additionally, When AAA Towing service arrived to have my truck towed to Discount Tire for inspection and repairs of my truck, the tow truck driver inspected my truck and found that all the lug nuts on the right rear tire were also loose and not properly put back on the 2002 Toyota Tacoma. Both the inspection from the AAA tow service and Discount Tire determined that Legacy Automotive Repair had not reinstalled the lugs onto the left rear wheel and had not properly tightened/torqued the wheel lugs causing the left rear wheel to separate from my truck while driving on the I-10 Freeway.

  Business Response

  Date: 06/09/2023

  Mr. ******* brought his 2003 Toyota Tacoma in for a
  brake and lamp re-inspection on 06/02/23. After leaving the shop the lug nuts
  on the left rear tire came off. When Mr. ******* called the shop and explained
  what happened we immediately took full responsibility and asked him to bring
  his receipt for the repairs. On 06/05/23 Mr. ****** came to the shop and
  presented his repair receipt from Discount Tire. We paid him the full amount of
  $375 for the repairs. We each provided and signed a receipt and the matter was resolved.