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:03/15/2024

  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.

  Took one of my cars in to get fixed. Has had the car for about a week. Fixed what it said to fix and still has an issue. My car has been sitting and hasn't moved in their parking lot. Text and he said we are still trying to figure out the issue. Told me to come pick up the car as it still stalls. And told me to pick it up asap. Charged me 1200 and have my car constantly stall.

  

  Business Response

  Date: 03/16/2024

  We were called and told that the car was being towed in on Sat 3/9 for running rough/stalling. Per our schedule, by Tues 3/12 we inspected and estimated cost; they agreed to proceed and to terms that service needs are subject to change.
  After repair the car ran better but continued to stall. More testing ensued. Check engine light remained off, our scans yielded no codes, and no damage found. We contracted another trusted tech to help. The car was moved in and out of the shop for test drives, and to accommodate other cars. Our lead tech fell ill causing delay. However, our contracted tech eventually pulled codes and immediately began troubleshooting.
  We understand frustration in not seeing work done actively, but insinuating neglect is inaccurate.
  On Thurs (3/14) afternoon we left a voicemail telling of progress and our tech's illness. That evening, **************** left us a 1star ****** review expressing intent to make this complaint. We believe we were transparent, left an open line of communication and that dissatisfaction could have been communicated directly, especially as work was still in progress. We saw the review as an escalation expressing distrust in us and a desire to end service.
  This morning (3/15) we left a voicemail around 8:30 saying that despite efforts stalling persisted and to pick up the car. We asked that this be done asap assuming they would want to find another shop quickly. Upon pickup around 10:30 we explained our process and provided the codes via text to them for reference.
  For service rendered there were applicable charges. We didn't charge for additional diag time, or cost of the contracted tech, and discounted the final invoice.
  Even after these attempts at reconciliation, **************** filed this complaint this evening (3/15).
  We hope our provided services assist another shop in resolving this issue for **************** and ****************. We aim to improve communication, ensuring the opportunity to live up to the reputation that brought them to us