Complaints

This profile includes complaints for Saul's Autotek's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Saul's Autotek

  7336 S Alton Way Bld 15 Centennial, CO 80111

  
• 

  Saul's Autotek

  11836 E Peakview Ave Centennial, CO 80111-6861

  

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:04/06/2024

  Type:Sales and Advertising 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 08/18/2023 I took my vehicle in for an alignment with brand new tires on all four wheels for which I was charged $1464.23. ***** miles later I took the car to a tire shop for a tire rotation and found that the tires were completely worn out and the steel was showing through the tires. Because of this, I had to replace the tires after only ***** miles of driving. Clearly the alignment wasn't done properly and they have no business working on these high end vehicles. So all in, I am out of pocket $5817.65 for the alignment that was done and the replacement of the tires on the vehicle. I then went in to Saul's Autotek and asked **** about a refund and he said no and very rudely said that he would be happy to show me the door. I was willing to accept just the refund for the alignment, but because this was rudely rejected, I am now seeking compensation for the tires as well.

  

  Business Response

  Date: 04/07/2024

  First and foremost we assert that our staff is comprised of *** Certified ******************, while certification is voluntary, all technical staff members are REQUIRED to be *** Certified.

  Additionally, we have been recognized towards the *** Blue Seal program for our outstanding dedication to continued technician training and excellence. 

  The guest showed up at our place of business, 8 months after service, having declined major recommendations for their crashed car, and having been advised of the necessary repairs, demanding a full cash refund instantly while they wait.

  The guest showed a picture of a worn out tire and stated "it MUST be your fault"

  The guest raised their voice, and started yelling over staff members, and demanded to "speak with the manager."

  Apparently the guest was unaware that the owner was whom they were already, in fact, speaking with.

  The guest had to be escorted from the property due to their immature and unprofessional behavior. The guest and his partner yelled "I'll be back with my lawyer" and then proceeded to file this complaint while in our parking lot in his ********. 

  The interaction was short, as we had to protect the safety and well being of all staff members and guests at that time. 

   

  Please note during service we made the guest aware of the following ::

  At intake of the vehicle 

  1) CEL and airbag lights on, start/stop service and service due messages apear

  2) Body panel doesn't quit line up/ Vehicle crashed

  3) Recommend front brakes. Lf rotor has small chunk out of it

  4) Vehicle seems to have been in a collision at some point. The front camber and caster is adjusted with shims. I adjusted the front driver side lower control arm in as far as it would go and the camber and caster was still out of spec indicating that something is bent. Many body panels in the front are misaligned and or are not mounted properly. I adjusted toe and that fell into proper specification.

  5) Vehicle still pulls to the left, but not as hard as it did before the alignment.Rear is adjusted in spec.Front toe is within spec.Front driver caster has 4.5 degrees and .63 degrees of camber (causing the pull)Front passenger is within spec

  6) Cel light is on Air bag light is on (passenger air bag seems to be damaged)Start/stop service indicator is on

  7) Recommend LOF. Oil filter is dated 12/4/20

   

  Remove and Replace Subframe
  08/24/2023 9:08 AM $58,456.37 + tax
  Declined For Now
  08/24/2023 11:20 AM

   

  Oil Change
  08/23/2023 11:11 AM $622.05 + tax
  Declined For Now
  08/24/2023 11:20 AM

  Not only was our work performed, the attached documentation shows that we provided the read out specifications from the alignment as well. 

   

  We understand that crashing your Lamborghini, and not repairing it, but hoping the tires wear evenly with just an alignment, is frustrating.

  We recommend to the guest purchasing track insurance, which would cover damages, so they don't face $50,000+ repairs the next time this happens. 

  We offer no refund. We notified the guest before the alignment, during the alignment, and advised of what work would be necessary to correct the problems with the guest's vehicle. 

  The guest has requested a refund in full, and has intentionally attempted to damage our business by their actions of their own will.

  We are under the impression the vehicle has been "kicked out" of service by the local dealership as they have declined repairs and the guest may have no other service options in the metro area at this time. 

  In good faith, we offer $25 to put in their gas tank of their crashed exotic automobile and take their vehicle anywhere else but here.

   

   

• Initial Complaint

  Date:03/01/2024

  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'm reporting Saul's Autotek due to unresolved issues starting from February 5th, 2024, when they returned my vehicle with a damaged windshield and subsequently engaged in unethical behavior.Despite numerous attempts to discuss this with Saul's Autotek via emails and calls and in person, my efforts were ignored. A manager's response was perpetually pending, showing a clear avoidance strategy for four weeks.The situation escalated after posting a negative online review 3 weeks later. Surprisingly, Saul's Autotek promptly responded with false accusations, including fraudulent behavior on my part, claims of showing me security footage of the vehicle, and offering store creditnone of which occurred. This response not only aims to deflect from their lack of accountability but also unjustly damages my reputation.Their conduct exhibits not just a failure in customer service but an unethical approach to business, prioritizing public image over genuine resolution. I seek BBB's assistance for a fair resolution, emphasizing the need for Saul's Autotek to address the vehicle damage and their misleading public statements.

  

  Business Response

  Date: 03/02/2024

  Apparently there seems to be a misunderstanding in communication here.

  This guest brought their vehicle in for service and during the 12 days their vehicle was in service seven of which it was waiting in the parking lot for pickup. During that time we experienced two snowstorms. Unfortunately, the 30-year-old vehicle which had a impact fracture on the bottom left corner, experienced an elongated stress fracture during that time to its windshield.

  We to review the video surveillance of his vehicle and service because he accused our staff of intentionally damaging his vehicle.

  In Good faith, we also offered $100 towards the replacement of the windshield on the vehicle. The guest had been quoted $200 for a replacement.

  Our offer stands.

   

   

  Customer Answer

  Date: 03/04/2024

  It is increasingly difficult to make any ground when communicating with this business. They continue to lie or make up aspects of this issue that lead me to think they do not even know which customer I am. For example, they state my vehicle is 30 years old and that my car was awaiting my pickup for 7 days when the windshield crack likely expanded. 
  
  First, My car is made in 2000. It is not 30 years old so I'm confused if they know which customer I am. 
  Second, attachment photos show the phone call from ****** letting me know my vehicle is finished (1:23pm Feb 6th) and the original complaint email once I got home (5:00pm Feb 6th). 
  
  Does the business see my attachments for this complaint? I've already shown they have no paper trail of offering me $100 good-faith credit. If they are serious about this offer can you assist me in having them mail me a check for that amount. 

• Initial Complaint

  Date:02/14/2024

  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.

  My daughter brought our ****** to Sauls Autotek because she was traveling across country and an intermittent oil level light was coming on dash. Sauls took car and charged her a ****** diagnostic fee and then without doing an oil pressure test or a compression test or any test for that matter. Told her that the cars motor was junk and a replacement would cost $9800.00. I had her pickup the car and bring it to another shop and they performed a simple software update and with no charge sent her on her way. Car is presently in ***** and running fine. I checked reviews of this business and others have claimed that they prey on traveling people like my daughter. At the very least I would like the outlandish diagnostic fee returned.

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21292417
  
  

  I read in the messages that Sauls Autotek is now offering a full refund for there diagnosis fee. I would like check mailed to : *************************************,

  ********************************************************************** 

  

  Business Response

  Date: 02/14/2024

  We have offered this gentleman a full refund via email and as soon as we did, he responded saying that he was going to file a complaint with the BBB instead. 

  We only have his daughter's phone number and his email. We have left a voicemail with her and left an email for him requesting that he call in and provide the original credit card so we can issue a refund or provide contact information for us to issue a refund check.

  Happy to upload his emails but I'll prefer to keep this polite and see if he'll follow through on the refund.

   

  

  Business Response

  Date: 02/15/2024

  Our position has not changed. 

  We offered a refund.

  The guests Father refuses to contact us. 

  Then the guests Father filed a BBB complaint. 

  Now the guests Father has decided to accept the original offer, after defaming the business with the complaint. 

  Our position remains the same. 

  Now that the guests Father has provided contact information, a refund can be issued. 

   

   

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21292417
  
  

  Hello Sauls AutoTek,

  Wondering if you have mailed out ********** refund as yet or if not , whats the timeline?

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

  

  Business Response

  Date: 02/21/2024

  We mailed a check the same day. Not sure why the guest has rejected the response. 

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21292417
  
  I am rejecting this response because: 

  Never received any check.

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

  

  Business Response

  Date: 02/26/2024

  The check was sent **** certified mail. The guest will simply have to remain patient while waiting for ***************** to do its job. We wish we could expedite it further but per the guest's request, we wanted to make sure that they received it via a way that was trackable. Hence certified mail

• Initial Complaint

  Date:01/22/2024

  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.

  Summary: Saul's Autotek replaced the ************* on my vehicle twice, each time with a faulty remanufactured part, the 2nd one causing a dangerous safety hazard. I then had to have the ************* replaced again at a dealership. Sauls also failed to properly tighten some bolts when they replaced the control arms. In a response to my ****** review, ****** stated that they "refunded every *****," but they did not refund me.Additional details: On 8/2/23, I took my Ram Promaster to ****** to diagnose a "memory steering" issue. Between Aug and Oct 2023, ****** did 3 rounds of repair to fix the steering, but failed to do so, and the 2nd rack replacement they performed caused the vehicle to jerk left or right occasionally while driving. This issue was subtle at first and got worse over 4 weeks.I took it to the ****************** dealership where they diagnosed a faulty ************** I emailed ****** on 11/9/23 to request a refund, stating I did not intend to bring my vehicle back to them for further repair. They never contacted me to discuss the refund. Given the van was unsafe to drive to ******, I had the ************* replaced at the dealership which fixed the safety hazard.In their response to my ****** review, ****** said that they "refunded every *****", but they did not. The review can be viewed on ******: ************************, or in the attached screenshot. They also challenged my credit card disputes, contradicting their claim that they refunded me.Neither the Control Arms, CV Axles, nor the ************* fixed the memory steering issue. In fact, it was the front struts, which I had replaced elsewhere that fixed the memory steering.I request a refund from ****** in the amount of $5,587.32 for 3 incorrect diagnoses and failure to fix the memory steering problem, which they claimed would be fixed with each repair.At a minimum, I would accept a refund of $2,418.72 + $966.60 for the faulty & dangerous *************s, and the labor for the control arms.

  

  Business Response

  Date: 01/23/2024

  The guest refused to have us perform all repairs as part of our service.

  We then performed complimentary ancillary repairs in the range of $5000+ at no charge to the guest.

  The guest then performed a charge back on their credit card, which they lost.

  The guest then attempted to contact our facility via email and telephone for over 60 days relentlessly.

  We refunded the guest the entire amount they paid.

  The guest has received over $10,000 in consideration.

  The guest also still maintains warranty coverage through our network yet has filed multiple complaints with several agencies yet refuses to advocate for themselves and seek repairs, which would be covered, if any repairs are needed.

   

  We wish them the best of luck in the future.

  

  Business Response

  Date: 01/23/2024

  The guest refused to have us perform all repairs as part of our service.

  We then performed complimentary ancillary repairs in the range of $5000+ at no charge to the guest.

  The guest then performed a charge back on their credit card, which they lost.

  The guest then attempted to contact our facility via email and telephone for over 60 days relentlessly.

  We refunded the guest the entire amount they paid.

  The guest has received over $10,000 in consideration.

  The guest also still maintains warranty coverage through our network yet has filed multiple complaints with several agencies yet refuses to advocate for themselves and seek repairs, which would be covered, if any repairs are needed.

   

  We wish them the best of luck in the future.

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 21184281
  
  I am rejecting this response because:

  I have not received a refund from ****** for any amount. Please tell me how and when you believe you refunded me, for what amount, and please provide documentation.

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

  

  Business Response

  Date: 01/26/2024

  The guests credit card company has already refunded him and has already taken the funding back from our merchant processor. Additionally, we notified our merchant processor as soon as we received the chargeback notice and allowed the charge back to pass.

  We are credit card company and have no additional access to the guest's financial records,  and we have already provided the guest with the refund receipt.

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21184281
  
  I am rejecting this response because:
  

  In response to ****** claim that they "allowed the charge back to pass": I have previously submitted evidence (credit_card_dispute_ attachments) that ****** did NOT allow any of the 3 charge backs to pass. All of the documentation that ****** submitted to *********** for the 3 disputes show that all 3 cases were rebutted and not allowed to pass.
  
  I understand there are multiple complicated transactions involved here, and perhaps there have been miscommunications, so below I am providing what I hope is a simple summary, and for which I have previously provided sufficient documentation to support:
  
  1) I paid ****** a total of $5,587,32 in 4 transactions on 8/2, 8/9, 8/21, and 10/14 (see previously attached original_payment_to_sauls).
  
  2) I then filed 3 disputes with *********** for a total of $3,383.32. *********** provided me 3 refunds (aka charge backs) on 11/15, for these 3 amounts: $966.60, $2,062.90, and $355.82. (see previously attached adjustments_and_reversals_of_adjustments).
  
  3) These 3 refunds were then REVERSED (eg: the chargeback did NOT pass. In other words, the refund was cancelled), on 12/21 for $966.60, on 12/28 for $355.82, and 12/29 for $2,062.90. (see previously attached adjustments_and_reversals_of_adjustments).
  
  ****** stated "we refunded the guest the entire amount they paid", but the 3 refunds they believe they provided were all rebutted. Instead of going through *********** dispute/chargeback process again (all 3 cases have been closed), I kindly request ****** provide me a direct refund to my credit card for $3,383.32.
  
  If ****** does not agree to issue me a refund for $3,383.32, as they said they have, then I would like to request mediation or binding arbitration through the Better Business Bureau.
  
  Sincerely,
  
  *****************************
  
  For completeness, I'm submitting all relevant communications with annotations from *********** regarding the 3 disputes including the refunds, and the rebuttal of the refunds.

  

  Business Response

  Date: 02/03/2024

  Autotek did not prevent the chargeback's from being accepted. 

  The funds we're reverse-debited from Autotek's checking account when the chargebacks were performed.

  The guest will need to speak with their credit holder and find out why funds have not been credited to them.

  Autotek would be happy to refund the funds to the guests card directly, however Autotek holds no funds from the guest.

  Respectfully

   

  Customer Answer

  Date: 02/07/2024

   
  Complaint: 21184281
  
  I am rejecting this response because:
  

  I have confirmed with *********** that Saul's Autotek did NOT allow any of the chargebacks to pass.
  
  *********** is not allowed to give me a recording of the phone call I had with them, but here is a direct quote from the customer service representative I spoke to starting at 11:05 MDT on 2/7/24: ************ has never received money from this merchant [Saul's Autotek]".
  
  I asked the *********** representative to confirm my understanding: "Did Saul's Autotek give me a refund?". He said: "they never refunded the money".
  
  I have reopened the 3 disputes with ***********. *********** is contacting ****** again, and if ****** is true to their word, they will allow these three chargebacks (aka, refunds) for these 3 amounts: $2062.90, $355.82, and $966.60 to pass this time.
  
  I would like, as I'm sure **** would as well, to be done with this 6+ month dispute.

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

• Initial Complaint

  Date:11/22/2022

  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.

  A week in advance of bringing my car into the shop, I spoke many times with *****, including through email and text, about the problems with my car, and the problems I'd been having with mechanics putting non-*** parts in my car but charging me for *** parts; not fixing the problems I paid them to fix; delaying communicating the status of ordering parts or performing work; and more.I had my car towed to Saul's Autotek on October 7. I sent along parts that I had ordered for the job I asked them to do, which was to replace the cylinder head gasket. As soon as ****** mechanics got into the car they started finding all kinds of horrible things--so they said--that needed to be replaced right away. I am elderly, and disabled, with toxic encephelopathy, and love my car, and was worried that I'd better get this additional work done. I was told two to three weeks for having everything done.I have several emails without responses, and many more with promises that finishing the job was imminent. I drove over on October 29th and spent probably an hour with **, one of the mechanics working on the car. My car was on a lift, almost completely taken apart, definitely nowhere near being done. I was worried but didn't act it.Finally, a week later, at 3pm, I was to pick up my car. My HUSBAND got called and told I would need to pay cash! I called the police and said that ****** was holding the car hostage, changing payment terms that I had never agreed to or been told about. We had to scramble to get the cash and got my car on November 3.As soon as I pulled the car away from the shop, I noticed it was dragging, and loud, with metallic rubbing sounds coming from the rear. I let the shop know the minute I got home. Since then, I have found NEW parts that should've been put in my car in a box in my trunk! No response as to when they'll install the parts, or fix the problem of the racing throttle, which is new, and ** himself has heard. A lawsuit is next unless the car is fixed.

  

  Business Response

  Date: 11/23/2022

  The information stated is not factually accurate.

  The guest does in fact suffer from severe mental health issues and our staff have made accommodations above and beyond to account for such.

  The vehicle has additional repairs that we're not elected to be performed.

  The vehicle is covered by a warranty on all repairs performed by Autotek. Autotek has been contacted by the owner multiple times and is in cooperation with said owner.

  Owner has refused to bring the vehicle in for "finish the job"

  Owner has refused to bring the vehicle to any of over **** partner shops that honor the warranty as well.

  The ball is in the owners court. 

  There is nothing Autotek can do in response to the BBB as the guest's request can only be fulfilled by the guest returning the vehicle. 

  Please return the vehicle if you desire your request to be fulfilled.

• Initial Complaint

  Date:11/16/2022

  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.

  Please reference the attachment for the email I sent the business. It provides a synopsis of this complaint. The company began work on the vehicle 14 May 22 to make significant/$32K repairs. Promised 6 weeks for completion; very poor communication and performance; completed the vehicle 4 Sep with significant re-work to correct deficiencies in workmanship and work they failed to perform (overall, 15 discrepancies). Has not completed the re-work and overcharged me $2300 (charged my debit card without my permission) for the rework. My expectations are that they 1) remedy the below deficiencies in a timely manner and that they 2) refund me the approximate $2300 of the $2799.59 the business charged my credit card on 16 Sep, 2 days after I picked up the vehicle following the correction of 4 of the original 13 deficiencies on 14 Sep. This refund is the net of the $2799.59 the business charged me, minus the purchase, mounting, and balancing of a spare tire. Discrepancies still remaining:1. Fuel pump kill switch ineffectiveI drove vehicle 8 miles with switch activated, with little degradation 2. Right seat still not installed properly (seat is loose) after improper re-installation of both front seats 3. Rear door automatic locks never repaired IAW original contract to repair all locks 4. Spare tire never remounted as part of truck bed reinstallation and tire replacement 5. Rear wheel well liners never installed IAW original quote 6. Steering wheel crooked following work on suspension 7. Plastic shroud above radiator damaged during radiator replacement 8. Radiator hose has a hole and leaks following radiator installation 9. ****** pull to left during moderate braking following your brake work Company has not contacted me despite text, email, phone attempts. Recently sent a survey to customers acknowledging their significant problems. I have many more emails and texts. Unable to access the last invoice but the charges are for rework items.

  

  Business Response

  Date: 11/16/2022

  There are many items omitted from ******************* email attachments. 

  Numerous attempts to satisfy his change order requests and clarification of expectations have been extraordinarily difficult.

  (For example our quote to replace the front wheel well liners. *************** having not seen his truck after it's theft and delivery to us  not knowing rears we're also missing etc,)

  We are happy to work with *************** and continue to address his concerns, and we have provided quotes for the concerns he would like further addressed. 

  *************** has expressed that all change orders and continued work to his desire should be not only complimentary but expedited. (For example, a crooked steering wheel and brakes that pull can be addressed. However testing of the vehicle could not be done as per standard due to ******************* unwillingness to have his vehicle remediated from illicit drugs that we're found when testing his stolen vehicle. He submitted the positive drug test in his attached documents) 

  *************** has our quotes in hand for further work and has continued to email us explaining the original content prior to his vehicle returning to our facility. *************** has spent over 20 hours on the phone with our staff discussing these items and is well aware of what is needed to continue. 

   

  We are happy to offer to continue service to *************** at our standard rate, and we are happy to honor any warranty items that *** have been undetected due to inability to perform quality controls, providing *************** provide supporting documentation that his vehicle has been drug remediated to protect our staff. 

  Customer Answer

  Date: 11/25/2022

   
  Complaint: 18381348
  
  I am rejecting this response because:
  
  
  Please find my response (not resolved/not accepted) in the attachment.  As you can see, I have conducted a significant amount of research and work with this complaint.  Please advise on next steps.
  
  Respectfully,
  
  ***********************
  
   

  

  Business Response

  Date: 12/08/2022

  The information attached is not relevant and is vindictive in nature. 

  

  Business Response

  Date: 01/19/2023

  After spending a substantial amount of time working with you on your invoices, which i printed and discussed with you in person for 1 hour, i also printed your final invoice and gave it to you on pick up. During that pick up, i checked the remaining balance, and when we went to the card machine i doubled checked with you both verbally and visually the amount before you agreed thats the right amount and paid. My supervisor was present during this transaction. The manner in which you spoke to our staff was rude and quite frankly undeserving and unappreciated. We also received your charge-back paperwork, which is contradictory to when you signed your credit card charge. We wish you well.

• Initial Complaint

  Date:09/06/2022

  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.

  This was the worst shop I have ever worked with in my life. They replaced the catalytic converter on my son's **** Prius for $2363 on 7/17. Three weeks later, the catalytic converter stolen and once they heard insurance was paying, the price jumped to $4652. They told so many lies over the course of 3 plus weeks and held my car hostage. (It was working, it wasn't working, they ordered the part from ** which is why it was so expensive, then they said they didn't order the part when they went to fix it, the price kept changing, they put a boot on my car, they said they would call me back and then didn't, it would take an hour to fix once they had the go ahead, but it was 4 days later when it was completed, etc.,) They claimed they were charging $3100 of storage fees to the insurance company for 2 1/2 weeks of storage if I would get it fixed elsewhere. Within 3 more days the fee went up to $5000 and then said they never agreed to $3100 even though there was a 3 way call with my insurance company and we both remember them saying that. "Storage" wasn't even locked, but parked on the road and not secure. They told me they put a boot on it, which they didn't, to secure it. They told me the car had other problems which caused it not to run, which it didn't. They NEVER moved it from the original spot so they had no idea if it had problems. (I took pictures, so don't lie again ******) I had a choice - pay $2000 of my own money to get the catalytic converter fixed or pay $2000 for storage. Either way I was out of luck. I opted to pay to fix it. We picked the car up and the mechanic broke the key and jammed the fob into the ignition so we couldn't get it out. We used the valet key to lock the car but the car was stolen that night. I wouldn't be surprised if they did it on purpose and told their buddies where I lived. They had no right to hold my car until I paid them money. They should have a much lower BBB rating based upon their reviews.

  

  Business Response

  Date: 09/07/2022

  Our facility is led by a staff of women and the accusations that we specifically target women fall unfortunately on deaf ears.

  The owner of the facility started the company as a little brother who's older sisters and mother ************** problems and specifically sought to seek change in the industry.

   

  This motor vehicle is a total loss And the owner opted to retain the total vehicle and attempt to repair it themselves. Unfortunately The damages to the vehicle were more substantial than they believed when they made the decision to retain the vehicle.

   

  We offered substantially discounted repairs which the guest declined and the guests insurance carrier paid all fees associated. The guests did not pay out of pocket and as we have had our building burglarized four times in the past 3 months we strongly encourage the guests to direct their accusations of us as burglars towards the burglars themselves.

   

  The only resolution is for the guest to seek remuneration through their insurance company who is financially responsible. 

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17926321
  
  I am rejecting this response because:
  

  This is incorrect information.  The car was not a total loss.  ********************* was considering totaling this car if they had to pay $5000 of storage fees, as the cost of the repair plus the astronomical cost of the storage fees would be more than the car was worth.  I did not attempt to repair it myself.  ****** fixed the catalytic converter.  There was another problem with the car (electrical), but I received an estimate of $1000 less than what **** would charge for that repair, so I opted to take it there instead to save myself some money, after he fixed the catalytic converter.

  When they changed the amount of the storage from $3100 to $5000 in 3 days he even said, "don't worry, we will get the insurance company to pay that.  They have done that in the past."  I was just unwilling to leave it there any longer as the fees were increasing at an explosive level every day it was there.  

  The shop did NOT offer discounted repairs, so that statement he made was erroneous.  They even sent a text the day I was picking the car up saying it was going to cost more than their original estimate.  They gave me an estimate of $4652 which was almost $2000 more than what insurance covered and $2150.35 more than the same repair they had charged 3 weeks earlier.  In the end they charged me $4513.35 as they gave me the $100 referral discount since I had also brought my other car there earlier.  So, if that is what he is talking about as a discount, he has these coupons on his desk for any customer to use.  So yes, I did pay out of pocket way too much money.  I have the receipts to prove it.  It still doesn't justify charging $2150.35 more than the same repair 3 weeks earlier.  I have confirmed with other businesses that parts do not increase at that level in such a short time.  

  Perhaps they didn't steal the car, but by jamming the fob into the car and breaking the key, they made it possible for someone to steal it.  We were having that looked at by another mechanic the next day but unfortunately that was too late.

  Additionally, I was told by them that they would not release my car (and they put a boot on it, which they did not) if the storage fee wasn't paid and I didn't do the work there.  I have since found out this is illegal.  I never signed anything agreeing to pay storage fees.

  Regarding the discrimination as a woman, if you look on the reviews, the majority of the complaints are from women saying that they tried to overcharge them.  There are also complaints about being charged for estimates, although their website claims they give free estimates.  I asked the staff on more than one occasion to please call me by name and not Miss or Maam.  I am sure they would never do this to a man.  I was hung up on when I requested this saying that I was rude for asking how I would like to be addressed.  This would never happen to a man.  So, he may think they don't discriminate, but they do. I also doubt they would charge a man $6513.35 for two catalytic converters and 02 sensors.

  All of the statements made by **** is him trying to twist the truth and deflect from his lack of responsibility as an honest business.

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

  Customer Answer

  Date: 09/29/2022

  Hi!  *************** to complaint ID: ********.  You have requested additional documents and I cant figure out how to upload them on your portal.  Attached are two receipts both for Catalytic converters showing the price difference.  Please let me know if you need anything else.

   

  Thanks!

  ****