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:02/16/2023

  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.

  On 02/06 I took my 2007 Ford Mustang into Sals & Sons for a repair on my pully.
  On 2/08 I received a call that the car was fixed and ready for pick up. 45 min to a hour later *** calls back that the car has a whole new issue than what I brought my car in for. He stated he is unable to fix the new damage.
  He stated that they had the car running for about 30 minutes and it had fix the first issue and all of a sudden it started making a whole new sound. ( he has video footage if my car being fixed that he showed )
  02/08 My father in law went to inspect the car and seen that the timing chain is now fallen into the engine. My car is now not able to be driven out when I dove it in just needing a new pully.
  On 02/11 I went to the shop to see what was the issue *** is saying it randomly happened while at his shop because I got my timing chain replaced back in October. (My car has had no issues what do ever from when I got it fixed in October until it ended up at Sals & Sons)
  He said that things happen and it is out of his hands I need to take it back to the person who worked on my car 4 months ago. I said this is not right to give me my car back with a whole new issue that he can’t fix and I would have to pay a lot more than just the original pully job.
  He waved the fee of the pully job $490 but said he is unable to help me and I need to get the car out of his shop. I told him I need time for a tow and arrangement.
  02/15 *** called saying he was going to tow the car to my house because he wants it gone from his shop, I let him know I’ll be filing a complaint because I don’t think that it is right of him taking my car with one issue and giving it back to me with a whole new issue and now it’s not drivable and he told me I can go ahead and find my car at the junkyard.

  Business Response

  Date: 02/24/2023

  Customer had previously came in with a timing chain problem for their 2007 Ford mustang, it was making a lot of noise. Advised Customer that we don't work on timing chains on 1/09/2023. Customer later returned for a smog check and Customer stated, him and his father changed the timing chain themselves and had a lot of difficulties replacing the timing chain. Vehicle passed Smog check at the time. On February 8 customer called and stated that they tried to take the Harmonic Balancer off but couldn't take it off and vehicle was making a loud noise. They requested to replace the Harmonic Balancer then re- check it. On the same day *** ordered a brand new Harmonic Balancer and replaced it. After repair was completed, upon starting vehicle up, no noise was present. Had vehicle running after repair to check for proper operation. Engine started making loud noise after 30 mins of engine running. Checked vehicle and found that the upper left camshaft timing chain was loose and causing the noise. Called the customer and advised that the timing chain that they recently repaired is causing the noise. Re-mentioned to Customer that they tried to do the timing chain themselves. Customer further explained that they ultimately could not do the timing chain themselves and hired a mobile mechanic to finish the job. Advised customer to speak with the mechanic since, as an auto shop it is common practice to warranty ones work. Customer stated they called the mechanic and the mechanic told the customer there was no warranty for the job and the customer had no paper work for the job. Customer was upset and crying saying they dont have the money to pay for the repairs. *** felt sympathy for her and told her that he wont charge for the Harmonic Balancer repair. *** invited customer to the shop to show how the repairs were done. *** has videos and pictures of the repair process to show the repairs were done properly. Customer refused to come to shop. Over the next week, *** would try to contact customer to figure out what their plan was. They wouldn't answer any calls or return any calls. We left voicemail every call. After a week, of no contact, *** called one final time to ask what the plan was. No answer again. *** left a message, now assuming they abandoned their vehicle. That if they do not return our call, the vehicle will towed away at their own expense. The following morning, *** received a call from customers boyfriend. He stated that the customer did not understand how cars work and that he would try to get her to understand that the job we did had no relation to the timing chain problems. He pleaded to not tow vehicle and that they would get it towed out. As vehicle was getting towed, customer called sal. *** *hought the customer finally understood, but she did not. She threatened to file a complaint. We told her that it is out of our hands. If someone else recently worked on the timing chain, it is their responsibility to fix it. not ours. If the Bureau needs the pictures and videos of the repairs we will happily provide them to you.

  Business Response

  Date: 03/03/2023

  First of all, we are not liars and have no reason to lie. *** has been in the industry for 30 years and has never had a complaint filed against him. He is not lying when he says the customer's boyfriend said he and his father worked on the timing chain. The boyfriend DID say that. *** is just repeating what the customer told him. Her "mechanic" saying *** could've "forced the pulley out" holds no value. We could just as easily say her "mechanic" did not install the timing chain properly. Any mechanic worth their salt, would take one look at the system and see that removing the harmonic balancer is a simple repair and is of no risk to the upper left camshaft timing chain. *** scoped the area and saw the timing chain is not broken, nor did it drop, it's loose and the parts seem to be old. We are not sexist. We have both the customers and her boyfriend's phone numbers on file. We attempted to call both MULTIPLE times. The boyfriend was the one who just so happened to answer our calls. The boyfriend DID tell Sal, he would try to get the customer to understand. Again, we have no reason to lie. Like we previously stated, we even invited customer to the shop to show them the repair process in person to prove the repairs were done correctly. they denied the invitation. We have pictures and videos that prove the job was done correctly. We encourage customers to take vehicle to a Ford dealership for diagnostics to get the opinion of a professional. We sympathize with the customer, it's a very difficult situation to be in. This is why you should always go to a professional, certified, and licensed mechanic, who warranties their parts and labor for at least a year. Not just any backyard mechanic. Again we encourage customer to take vehicle to a Ford dealer for proper diagnostics. They will tell her that removing the harmonic balancer is a simple repair and is of no risk to the upper left camshaft timing chain. We said all we can say. We explained the best we can. We leave the rest to BBB
  

  Customer Answer

  Date: 03/06/2023

   I am rejecting this response because:
  I would like the BBB to go their investigation.