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:05/21/2024

  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.

  We took our car to the shop in santa maria twice. We pay for a very expensive service and instead of fixing the problem they create more issues. Took our family car for oil change and they indicated we needed to replace the "starter" which we did , when we took it home the doors were not locking . We took it back and they said the doors were messed up and we needed to buy new handles.... (this was working before we took it in).... we gave it the benefit of the doubt. Second time took car for regular maintenance they suggested some work which we agreed it was a total of over $7,000 dollars which we paid. We Picked up our car and a day later the service light turned on. (Which was not on before we took it in). We took it in and they said, give it a couple days it will go away on its own. We took it in again after a couple weeks and still was there then they wanted to sell another service.

  Business Response

  Date: 05/28/2024

  Our records show R****** *******, customer - K***** is not listed in our files.  The vehicle for Mr. ******* is 2018 Land Rover Range Rover with 79,793 miles. Copies of all customer vehicle records are attached.  The Repair Orders Invoice #75185 dated 3/29/2024 and Invoice #75229 dated 4/3/2024. Please note vehicle was in for routine maintenance items and included 4 new tires @ $1,635.56, there were no charges for the door handle on either of these invoices.

  Customer stated doors not locking in their complaint after above referenced invoices, but see Invoice #72709 dated 8/2/2023 (8 months prior to above visits) under Recommended Repairs we listed 'Estimate to replace door handle assembly and programming door handle' which customer declined repairs at that time.

  Rizzoli's never replaced the starter, see service history attached, we replaced the spark plugs Invoice 72411 on 6/20/2023.

  Service Light was diagnosed as Oxygen sensor needed replacement and customer declined repairs. Rizzoli's diagnosed this for free since the customer had been in recently.

  We have reached out to the customer, leaving several phone messages  for both Ricardo & K*****, in the last 7 days with no response from customer.  We are not sure what they are asking for.  We want to resolve this issue directly with the customer & will make every effort to do so.  Customer satisfaction is our goal and why we have been in business over 48 years. 

  Respectfully,

  K*** *******

  CEO  Rizzoli's Automotive

   

   

   

   

  Customer Answer

  Date: 05/28/2024

  
  
  
  
  Complaint: 21737644
  
  
  
  I am rejecting this response because: My husband is the one that took the car. He made the same complaint and they just said I’m sorry you feel that way and turned him away.  I don’t expect anything from this business but I hope this doesn’t happen to someone else. They are correct, I apologize they replaced the spark and not the starter which cause our door handles to not lock (they worked before they replaced the sparks) And they couldn’t figure it out and referred my husband to buy new door handles. When we took it for service the next time we did  replaced the tires we took it with a low coolant message on the dashboard and we picked it up with engine light on. It is incorrect  they did diagnostic for that and they did not do it for free of charge because they did charge my husband. I just hope moving forward another consumer doesn’t have to take the loss we took . You take your car in for service for one thing and they return in broken. 

  
  
  
  Regards,
  
  
  
  K***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 05/29/2024

  Mrs. *******,

  We apologize that you were not satisfied with your service experience with us and we look forward to talking directly with you or your husband on how we can remedy your concerns in a fair and equitable way for both us.  We understand that you spent a lot of money on repairing your vehicle and that there are still some concerns.  We stand behind our work with a 3 year, 36,000 mile nationwide warranty and if there are any issues with the repairs we performed we would like the opportunity to remedy.

  Would you have time today or tomorrow for a call where we can talk to you guys directly to figure out what we can do to help you guys out?

  Regards,

  Rizzoli's Service Team