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:03/22/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Presented my Audi Q5 for repair of leaks. I was informed by **** that power steering line had to be replaced. Paid to have power steering line replaced. Returned to Big Nicks for continued fluid leaks. I was instructed by **** that he needed to replace power steering pump. Replaced pump and front left axle because he also said it was leaking. Returned for continued leaks. **** indicated the Power steering pump was defective but said he would replace valve and see what happened. Charged me additional fee for warranty work. Returned for continued leaks. Replaced windshield washer unit but continued to leak. Took vehicle home to find vehicle was still leaking. Called **** and he informed me he was done to take vehicle elsewhere for repairs because he has spent hours on vehicle. Had vehicle inspected by ************ Sport and found out the work done by Big Nicks was alarming and he documented the issues. See enclosed report. **** used a standard axle and axle showed a arch weld part to make part fit my vehicle. Never knew that Big **** would be using inferior parts when his invoice showed OEM parts. Further, Big **** used hardware clamps to connect oil and power steering lines that are not recommended by auto standard. **** Nicks deceived me, took my money, and now refuses to reimburse me for the needed repairs that need to be performed to fix my vehicle of various leaks.

  Business Response

  Date: 03/27/2024

  This customer is upset because we refuse to work with him any longer, so he is doing everything he can to destroy the integrity of our business, including making false accusations and point-blank lying. I have personally discussed parts with him, the costs, the availability and when we would have them and if we had to use dealer parts. ******************' invoices all show part numbers on them. My part numbers on my purchase receipts match his part numbers on his receipts, it is an aftermarket part number not OEM like **** falsely stated in his complaint. The dealer part number is 8R0-407-271-C and those parts are $2,143.20 each side. One cv axle would cost almost as much as the entire invoice he paid that includes other repairs as well. He fully knew exactly what he was getting when I discussed the repairs to him. I have more evidence showing part numbers and cost directly from Audi but could not attach to this complaint as I'm only allowed to attach 5 items up to 8MB. There is no deception on my end. He states only having repaired the "left side" but as you can see in my attachment, he replaced both sides. Only one of them are leaking. The cv axles are in fact a quality premium *********, which I have attached my proof of that as well. They are made to fit directly to his vehicle, no modifications had to be made, NO welding was done ever to the part or to his vehicle. This is a quality part that carries a nationwide 2 year/24,000 mile labor and part warranty. With that warranty the customer also has the choice to choose a different repair facility that carries our same warranty if he wasn't happy doing his business here. He has decided to decline that option and take his vehicle to another shop that does not carry our warranty. On every one of his receipts at the bottom in the disclaimer area all of our warranty information is stated clearly. "Warranty work has to be performed in our shop or another technet facility & cannot exceed the original cost of repairs". I pay this warranty company close to $2,000 a year to protect me from customers like this. We do not make the parts; we just warranty them if they have an issue. This customer gave us no opportunity to do so but feels he can demand all of his money he paid for the repairs, including parts that are having no issue at all. 

  To address his next lie about the power steering pump issue. We did not sell **** the faulty power steering pump like he's making it sound. He bought that aftermarket pump from a company online and had it installed on the vehicle elsewhere. When he came in for a power steering leak we found the high-pressure power steering line to be leaking. I have pictures of the leaking line as well that I can supply but couldn't attach to this answer due to lack of space. We replaced that line with a dealer line because aftermarket wasn't available. That was all explained to the customer as well beings the dealer part was substantially more than the aftermarket line, I originally quoted him. He did come back in a couple weeks later because there was power steering fluid leaking again. At that point of inspection, we found his power steering pump to be leaking. **** told us he recently had that pump installed and it came with a lifetime warranty. He asked us if he ordered a new one through that aftermarket company, if we would install it for him. We do not install customer supplied parts ever but because **** was a longtime customer of over 4 years we decided to help him out and install his supplied part and only charge him the labor it took to do so. This was NOT our warranty job as he implied, he did not get charged for warranty work as he falsely stated in his complaint. I have attached his receipt for that job as well, showing only labor and shop supplies, there is no part listed because we did NOT purchase or sell that part to him. It's silly to think any repair shop would install a part not sold by them for free, especially on a 3-hour job. I don't know anyone that works for free. After installing the power steering pump for him, it failed again this time from an O-ring not a "valve" as stated by ****. We replaced that O-ring at NO charge to the customer in hopes it would solve his leak on his crappy aftermarket junk part he bought but as seen in his attachment from the other shop that pump is yet again leaking. He states he doesn't buy "inferior" parts for his vehicles and yet he did and instead of going after the company that sold it to him, he's coming after mine, the company that did him a favor by installing it in the first place. I refuse to reimburse this customer for any repairs done here at my facility as he had other options through our warranty company to choose any shop he wanted to have those repairs done on his left cv axle, that is his choice and one he will have to deal with.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21474875
  
  I am rejecting this response because: The merchant is not truthful. I am upset because he never fixed the items that I paid him to perform and as a result, and per request to look for service elsewhere, I solicited the help of ************ Sports, who is not repairing the items (and other requested items) that Big ****** was not able to resolve/repair. I gave Big ****'s several opportunities to fix my vehicle. In fact, I truly believe that he misdiagnosed my vehicle leak source and charged me to repair my vehicle and when he was paid and made the repairs, I brought my vehicle back to him because my vehicle was still leaking fluids. Then when I follow up to pick up my vehicle, he indicated that the source of the leak was another part so I authorized the repairs to conclude that he was never able to fix my vehicle. He became upset because in his words, "I have have spent a lot of time on your vehicle and I am not going to spend more time on it - so you can take your business elsewhere". That tone also came from a response I relayed to him that came directly from ************ Sports that the parts he was using (the from axle) was an inferior part one he would never recommend using. He now is saying that I am "bashing" his company however, those were the words that were relayed to me and my son ****** when I asked them to find the source of my vehicle leaks. Yes, I am upset and I am upset because I paid Big ****'s over $4,000 to fix my vehicle and he did not. Further, the repair he made to the front axle is already leaking and it was not more than 2 months since he did the work. I know littler about part numbers so they can list any part then want on my invoice and I would not know the difference. What I do know is that they never told me they were using inferior parts to replace my vehicle. When ********'s replaced my power steering line that cost a lot of money and he assured me that was the source of the leak but was not, he felt bad and allowed me to order a part from a vendor and he informed me that he would install that part for me. He indicated that the part (power steering pump) was junk but it is a very good brand for this manufacturer recommends (BOSH). He told me the part was defective however, I was informed by ************ Sport that it is not. If they think I am bashing his business, he deserves it because he never finished or fixed the items I paid him for. He is upset because he and his staff do not have the skill to work on these vehicle. When he informed me that his shop was ASE Certified, everything I can find tells me that he is not. So, unless he can prove that his shop and his mechanics, including himself, are ASE Certified, he lied about that as well. I want you look at the complaints that he has in your files and the ways he responds to them - like this response. He has not respect and talks to the customer like a bully. Well, I am here to stand up to him to let him know that a contract is valid when you complete the work and as the enclosed documentation shows, he did not so I have no choice but to have a qualified mechanic fix what he could not do and what I paid him to do. I have the right to complain to every resource that is out there to make sure that issues like mine do not go unnoticed. i truly believe that he is violation of the ************** Vehicle repair Act (MVRA) and if he does not reimburse me for the repairs that I paid him for and that I have to have ************ Sport repair, I will hire an attorney to execute my rights. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/17/2024

  I reject everything **** has to say in both of his complaints. I'm not sure why I'm supposed to yet again respond to his nonsense he's talking about these repairs. His own bank called me personally to ask about what was going on because they said it sounded fishy and not creditable. His bank had me submit all my evidence and they backed me 100%. In 10 years of doing business, I've never had a customer's bank call me about a charge back because they didn't believe their own customer, that right there says a lot about this customer in my eyes. My shop has nothing to prove to ****, I don't care if **** believes **** and my master tech's are ASE certified or not, he's a mad and bitter customer because we told him we were sick of him sucking us dry, always wanting free work, always wanting us to install his supplied parts, always showing up with no appointment asking **** to do this and do that, not caring we had other customers with appointments here. **** says our shop isn't qualified to work on Audi's but has failed to mention his other 3 Audi's and 2 other vehicles we have repaired over the last 4 years that NEVER had a problem. I'm pretty sure if we can manage to work on my brand new *** M5 we can manage his 2009 Audi Q5. I will happily see **** in court where they too will see all my evidence that proves we did our job and he in fact broke and rejected our contract listed on the bottom of his receipt to take his vehicle to another ASE certified shop of his choice that carries our warranty to warranty out his CV Axle for free. I don't care about his power steering pump, and how he thinks it's so great, if it was great he wouldn't have to keep replacing it. I didn't buy it and I won't even take my time to discuss it further, that pump is his own issue to deal with. I will not be responding to any other rejection from ****, I have wasted enough of my time on him and his nonsense bogus claims and complaints. ************* aren't doing the repairs either because they don't want a customer like him, they told us they didn't want to work with him. If he's so right, why is no one backing him on any of this?? 

  Customer Answer

  Date: 04/17/2024

  Obviously what Big **** has responded is absolutely false. False because my credit card company will support me and will request a full refund on work I paid Big ****'s to complete which he did not. As to ************ Sport, he is wrong again because ****** has completed all of the work that Big **** was paid to do and never did. Further, ****** has already made some repairs to my other vehicles to update them on service requirements and make them safe to drive. As you can see from Big ****'s avoidance of ASE Certified, he avoid this question because he knows he is not ASE Certified  - and what he tells his customers and his customers need to know the truth. The fact that he is making these claims should be a concern to BBB and the customers it serves. Nevertheless, we will agree to disagree on what was said. The bottom line is that I paid Big **** to make some repairs on my vehicle and he never completed them (as per his contract and Colorado law) and I had to pay ************ Sport to make those repairs. BBB customers need to know when a consumer makes a complaint against **************** all of a sudden, they are the ones to blame for the issues and because of course Big *************** snot take the responsibility to complete repairs he was paid to perform and them moved to "trach" those that complaint against him. That is a true Bully in my opinion and that Bully needs to be exposed and your customers need to know that Big **** will ignore customers calls if they have issues with their repairs. Just look at the complaints against him on ******* BBB, and other outlets that allow consumers like me to express the facts about events that lead them to reach out to these outlets to let other consumers know about the trash workmanship they perform at Big ****'s. As for my other repairs on my Audi's, I have decided to take them elsewhere moving forward because no consumer needs to deal with businesses like Big **** who take advantage of customers that have a right to complain. Thank you for your time. HE IS NOT AN ASE CERTIFIED MECHANIC AND SHOP AND YOUR CUSTOMERS NEED TO KNOW THIS - HIS CLAIMS TO ME ARE FALSE BECAUSE HE DID NOT CLARIFY IN HIS RESPONSE TO YOU THAT HE IS ASE CERTIFIED MECHANIC SHOP. 

  Customer Answer

  Date: 04/18/2024

  Thank you *************** for informing me that my bank has closed my complaint against. As the construction of this note, they have re-opened my complaint and are accepting my report from ************ Sports. The only reason they closed my file is not because they believed you but because they were not able to reach me via telephone. The telephone number they called was an old telephone number that has been closed for 3 years. ***** didn't close my file because they believed you as you have reported to the BBB. ************ Sport is also not denying my request for service as you have reported. Stop your lies about this complaint and focus on the facts. The fact is that I paid you to repair my vehicle and you were not qualified to do so but instead of returning the money I paid you, you have to submit lies to distract from the truth. The truth will come out. You misdiagnosed my leaks and charged me for services that never should have been performed and even then, you could not fix the leaks that you were paid to repair. Instead, ************ Sport was able to fix the leaks that you or your techs are not qualified to repair.

  My bank has further disputed that they informed ********'s Auto that my complaint sounded "fishy and not creditable". Those statements from *************** is another lie to distract from the truth in hope that you can close your file. Maybe you forgot to provide the key from your customer's car to the tow truck driver to retaliate against another complaint against you. Or maybe you made the repairs to the hood your customer paid you to fix but only you could see the repairs but yet, in all of these complaints, you have stated the customer if wrong and not truthful. Maybe there is a pattern with you lies that seem to follow you whatever work you perform. Glad I am no longer your customer and I hope that other customers can see what you do to those that stand up to you and your shotty work. 

  Customer Answer

  Date: 04/18/2024

  Hello, I have spoken with my credit card company in depth this morning and they have re-opened my complaint and have given my complaint the highest escalation possible on my fraud complaint against *************** and on the reported statement that Big ****'s made to the BBB involving ******** employee and what *************** claims they said about my character. ******** has stated that they DO NOT communicate any information about their client to anyone and especially to the merchant during any communication and assured me that all of their calls are recorded and will evaluate their conversation their employee had with ***************. I am hopeful that I can get ********'s report to the BBB soon as possible so that we can disclose the truth. As well, ******** is deeply concerned of the statements *************** has reported to the BBB. Thank you for your time..

   

  Customer Answer

  Date: 05/06/2024

  BBB should be very concerned with Big ****'s response about myself especially when they use a third party information like my personal bank communication to present facts about this complaint. (My bank said they are absolutely false). When you allow this kind of defamation and character assassination to exist on your communication portal, it opens up the BBB to un unfair characterization of events that lead to these complaints. My bank is currently conducting an internal investigation and they record all conversations. I am confident that ALL summaries that ****** sent you will be proven as false. 

  Note that every fact that I have presented to BBB have been confirmed by ************ Sport and it appears that you have decided to overlook them to confirm my complaint. Every service that I paid Big ****** to complete were never completed and therefore, the reason I hired ************ Sport to complete them. If I was a person that wanted everything free as ****** stated, I would never have paid someone else to do and especially when they did not need repaired. As important, ************ Sport provided you and me with extensive notes on these repairs and would never charge me for services that did not need attention. Second, I provided you with a statement that indicated that Big ****** was a certified shop and they did NOT provided proof to you or me that they are. In fact, the website and communication I had with ASE Certification indicates that Big **** is not a certified shop. One would think that if they were and ASE Certified shop, they would proudly display them in their shop or website. Finally, I presented to you that my bank communicated to me that their staff would never communicate to anyone any personal information about their clients and they assured me their investigation will show that what Big ****'s said to you about me is absolutely false and they are also investigating to see if there are any violation that Big ****'s committed as they will protect me and or their employee from defamation that *** have been committed. To close this case before their investigation is completed tells me a lot about your investigation - ***be you do not want the truth.

  Therefore, for the BBB to close this case as unresolved when you have been provided facts and not an opinion to support this complaint, it says a lot about your organization. I want closure to this nonsense and will have the *** look into my complaint and to make sure that you were impartial in this investigation. I came to you to be able to expose organizations like Big ****** to protect consumers and that is suppose to be your mission. By closing this case without proper investigation of the facts is an injustice to every consumer, like myself, who look to you to presents the facts about a complaint and not a he said she said version. 

  Sincerely,

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

• Initial Complaint

  Date:09/11/2023

  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.

  -May 10, 2023- Sept 10, 2023 -State farm paid **** $6313.40, Paid Myself $4048.60 -Was told by **** they would repair my truck and offer to upgrade parts, this was agreed upon on the first initial estimate. **** had asked me to order the hood and tonneau cover when scheduled to the drop off truck for repairs to be completed.-After my vehicle was finished from the *** repair, **** made contact with me because the hood was damaged and refused to install. - I want to be paid for the repairs (parts and labor) completed from Nicks estimate from 7/13/23 that insurance paid **** to complete but failed to complete. -I have tried to make contact with **** and he has failed to communicate with me via email, text messages or phone calls.-What I am looking for is help with getting the money that Big Nicks auto repair said he owed me and an explanation of the extra charges added on the final estimate turned into state farm, as well as getting paid for the repairs **** had me complete. **** refused to complete the truck and returned my vehicle incomplete. I have a voicemail and email indicating he owed me $692.00.-I am also wanting to know where he took my truck for the *** repair and where the windshield was replaced so if I have an issue in the future, so I can have the warranty repair and hoping never to deal with ****.

  Business Response

  Date: 09/12/2023

  This is a horrible customer who has tried to rip us and his insurance company off numerous times throughout this repair. His refund in the amount of $692 has been mailed directly to his house. Our company (***************) did his paintless dent repair, all work performed was done at our location, as far as "warranty" there is no warranty. We don't warranty PDR dents as they don't return after the repair. The windshield was done here at our shop as well through sublet, the company we had install it was A to Z Glass. 

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20589207
  
  I am rejecting this response because:

  It's a shame we couldn't see eye to eye in this situation. As a customer going through this process for the first time and asking questions. All I wanted was answers and reassurance. I did not receive that from either one of you. ****'s outburst over the phone was uncalled for when all I was doing is asking if I could see where my bill was sitting at that time. 

  - I have not received a check from you yet will you provide me with a date that you mailed it so I can have an ETA, since I was told by insurance that you sent it once before on August 14,2023. 

  -Once I receive the check and it clears the bank, our business is done. 

  - I would also like clarification on who did the *** repairs since on the estimate submitted to insurance you put it was sublet and now saying you did it in house. Would you provide me with the company name of who did the repairs? 

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