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:08/02/2023

  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.

  I have filed a complaint before about Top Edge. This should be on record with the bbb. I tried to work with them to get the problem fixed and even paid out more money and now Im deeper in debt with same problems I brought car in for. they misrepresented the repair and caused damages to my car that they said my insurance should cover and they wouldnt cover it. Plus, I also have damage to my property. I tried to resolve many times to give them a fair chance to make things right and they horribly failed.

  Business Response

  Date: 08/03/2023

  Customer has had overheating issues with the vehicle since an egr cooler was replaced by Jeep.  We fixed coolant leaks as well as other issues related to a check engine light, def system, intake, engine mounts.  The work we performed on the vehicle regarding these issues has been completed satisfactorily.  The customer is running an aftermarket tuner that adjusts factory tune settings for more horsepower and it is unknown if prior use of this caused damage to the engine and other mechanical components.  The air ride system was installed by a different company previous to coming to the Jeep dealer or us.  We fixed some wiring on this system but did not replace all components.  While the customer was testing his air ride Suspension at our shop upon raising and lowering the air ride multiple times a relay shorted out internally and started to smoke.  We jumped in to help and found that relay had failed.  This was not a component we had installed and unfortunately had no way of knowing it would fail.  We offered to replace it and scheduled a time to do so.  We do have concern if a compressor were to be going bad as well it could have drawn too much current causing the relay to fail.  This isnt a system we originally installed.  Recently when driving up a mountain pass the Jeep overheated on him.  He brought the vehicle back to our shop and upon testing in town there were no overheating issues.  It seems the overheating now is only upon driving up steeper passes.  A methanol injection system was recommended to help cool the engine better.  Jeep had recommended a new radiator and water pump.  While the vehicle was parked in our lot there was a hail storm that came through Lakewood in the middle of the day and his Jeep got light hail damage.  We contacted him to speak with his insurance but he unfortunately does not have full coverage.  We sent him a contact we know that does paintless dent repair and even offered to help with the cost.  He said he would take the vehicle back to the Jeep dealer for the overheating issue and wasnt blaming us for that.  He wanted us to fix the relay on the air ride and PDR the hail dents.  We agreed last we spoke but since then he filed another complaint with the BBB.  

• Initial Complaint

  Date:05/07/2023

  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.

  I have filed a complaint with Top Edge over my car. They fixed a cooling problem that was diagnosed with the radiator cap before taking my car to top edge. The car had been serviced by *********************** Dodge on 104th. At the time I brought the car in to have an EGR cooler replaced from a recall on the vehicle I took the car in for that and also to find a power draw in my car was overheating losing coolant I was told by *********************** I needed to pay over $3000 in parts and labor. And I was told the power draw was coming from my air lift system that was aftermarket. So I took the car into a certified air lift shop. They look through the air system and said they fix any draw and that failed then top edge put in another battery to be able to get my car to go past two weeks without starting . I had two batteries and after I took my car to ***************** their diagnosis after two weeks of having my car was I needed to buy new batteries after bought new batteries I spoke with the service manager, sales manager, and general manager. To make a long story short, I asked if they would pay me back for the misdiagnosis of issues with my cooling system and my electrical. I paid over $200. For a diagnosis of my air system that they said they wouldnt touch and wanted to charge me $3000 on parts that were unnecessary to purchase to fix the service department ignored me. The sales department made me feel like they had a bias. Overall management was empathetic. I was basically told we are in under new management and you can ask for your money back for your diagnostic that I believe *** have never been performed and only thing they like to present to me are pictures they want me to believe my cars failed parts the top edge shop did diagnostic repaired it and my coolant problem was fixed. on the other hand. I still had a draw killing my batteries in two weeks and two shots I paid Diagnostics for cant tell me anything on how or why all I asked for was a refund for unprovided services

  Business Response

  Date: 05/08/2023

  Hi *****,

  Sorry to hear you are still having an issue.  I had not heard back from you since the vehicle was taken to *********************** and you had mentioned replacing the batteries under warranty.  It sounds like you are still needing the electrical draw fixed?  We did speak about this before and could install relays to turn off the air ride when the vehicle is turned off.  We wouldn't charge any additional for this if you would like to bring the vehicle back in.  Let me know when you can get it back in and we're happy to address the issue.

  Thank you,

  Mark - Top Edge

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

• Initial Complaint

  Date:01/09/2023

  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.

  I took in my vehicle to get an oil change some motor mounts two fuel filter an electrical problem that killed my battery after a week (they later they installed of a second battery to fix the problem?). I also had a leak in my air suspension and a radiator cap problem causing my car to overheat it supposedly was fixed a week later. When I picked up the car, they said that I would probably need O2 sensors very soon so I decided to be able to get the sensors. I was told to turn around for the car would be a week. I called them the at the end on the week and they said it would take longer because the parts had to be ordered and mail was slow. after they got the O2 sensors they tried to install then I had trouble with the manifold being too dirty then three months later I picked up my car and drove it home only so it could leak oil all over my driveway. I guess when they put things back together they forgot some thing and it began leaking oil. So they had the car for a third time to fix that problem then finally after they fix that problem I picked up the car two week later then expected to be fixed. I brought it home drove it around everything seem fine then I parked the car in the garage. It sat for a week and a half. I tried to start it and the battery was too low. So I had to jumpstart it I thought thats why I purchase the second battery so that wouldnt happen I was told that would alleviate the electrical problem and, which I took the car back to them on the fourth time they took another two weeks by this time I was disappointed and distressed. I didnt have my car for almost 4 1/2 months I specifically told the owner that I would not be bringing my car back to top edge due to the fact I dont believe they can repair the electrical problem so I will be taking it to another mechanic to fix. I expect top edge to pay for repairs on my car or I will seek legal help to get reimbursement for the repairs and any damages done to the vehicle, deemed by the mechanic. Also I have reason to believe a beverage a was spilled in my car because now I have a button that sticks on my dash control for heating and cooling that malfunctions. I was told something sticky was in there and they fix it and it wasnt a problem I disagree and I would ask for them to fix that as well, but Im afraid I take my car back. I may not get it back or something else will happen to it. I paid over $10,000 to get everything fixed and Ive lost faith their abilities to do good business Im just going to another mechanic and I will never do business with Top Edge again I need the BBB to help me hold them accountable for cost of repairs and damages to proceed with legal action.***********************

  Business Response

  Date: 01/10/2023

  We do apologize for the delay and issues we had with your Jeep.  We realize for you this delay was even more frustrating since you had it in for service at the Jeep dealership prior to us and were unhappy with their service and they were unable to work on your aftermarket equipment. There were many emissions related parts, dpf and def tank sensors that were not working correctly and some were backordered for a long period of time. The coolant leak was below the intake and your intake and engine had a lot of carbon buildup which we showed you parts and pictures of. After these parts were fixed there was another coolant leak found after you had taken the Jeep which was on the back side of the engine and required an extensive amount of labor to get to. We did fix this without any additional charge and also gave free labor on the intake coolant leak as well. We did do a dual battery setup. If you are still having an electrical draw we are happy to look at it again.  We didn't spill anything in your vehicle on this button but in testing the stereo and HVAC controls we noticed this and mentioned it to you.  We tried electrical cleaner on it in an effort to repair the contact.  If you would like to bring the vehicle back in we can test for an electrical draw again and also look at the button you are still having an issue with.  There is a known existing draw on the electrical system due to the pre-existing air ride system.  The air ride system has an optional wireless controller and keeps memory and ride height so this system does constantly have an electrical draw.  If we install relays on this system it will lose memory each time you turn the vehicle on and off.  We can do this if this is what you would like to do.  Otherwise if the vehicle is going to be parked for an extended period of time a battery tender is recommended to be placed on the vehicle during storage.    While the second battery setup will extend the length of time the vehicle can be parked without the battery going dead, it does not fix this problem indefinitely.  Also, during colder months this amount of time will be shorter.  Although some of these repairs have taken a while to fix, we have taken care of you on everything and have done some pretty labor intensive difficult repairs.  Please give us a call and we can schedule a time to address the current concerns you have mentioned.  ************

  Customer Answer

  Date: 01/13/2023

   
  Complaint: 18707909
  
  I am rejecting this response because:
  Complaint: 18707909
  
  I am rejecting this response because: the initial electrical repair to the Jeep was motor mounts fuel filters a new radiator cap oil change and a new head unit for the sound system I was told I needed to drop the gas tank and get all the fuel out because I had water in the system I asked about the problem with the battery and was told I needed a new battery I told **** (the owner) I thought that was the problem as well.So I had it replaced before I took the Jeep to top edge. So then he recommended I get a second battery cause the air suspension and  the Soundsystem was draining too much power so a second battery would be the solution to storing my car for two weeks. so finally I get my car back long enough to test that theory and I was seriously upset I didnt even want to contact **** for the fear of saying or doing things, I may regret. So I put my battery on the charger and waited till it was fully charged and the Jeep started running so I let it run for two hours the turned it off I removed the fuses that allow power to air ride systems was hoping that was the problem. Two weeks go by with out starting the Jeep and I try to start the Jeep and its dead again.Top edge is air lift  certified! If it is the air suspension system, thats causing the problem then why is my car dying after two weeks if I take out the fuses another thing that bothers me is that I was not told about the relays before hand This is recently stated in the reply from ****. I have lost faith in Top edges ability to fix my car im taking the car to another mechanic and just to make it clear I never had a problem with button for temperature till I was told by top edge I used it to turn down the ** and it was perfectly fine and the mechanic that worked on the jeep I had reason to believe he damaged the coolent tube somehow. thats why I got free labor Im not stupid nothing in life is free. I need **** to pay the mechanic I take it to. That is the proposition Im willing to do. Otherwise this will be a legal matter.
  
  Sincerely,
  
  **********************;
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 02/03/2023

  The second battery installed does double the capacity for power storage so it should allow the vehicle to sit longer without being started and the batteries completely draining.  Vehicles do have a constant draw on the system even when turned off and so will an air ride system that has Bluetooth capable control.  Also, during colder months the battery capacity will be less as they do perform better in a warm environment.  During the summer it is very likely the vehicle can sit two weeks without the batteries drai completely.   I did speak with ***** regarding this and offered to look at it further and install relays to shut off the air ride when the vehicle is shut off.  The coolant tube that was leaking was under the intake so there was no way of knowing that until the intake was taken off.  We took pictures and video of this as well.  That tube isnt removed or anything during the intake removal so accidental damage isnt really possible.  It was the o-ring seal on that tube that was leaking.  That is due to age am normal wear over time.  We do warranty our work and are happy to address any concerns.  We are happy to talk with a third party mechanic if needed.  We dont typically pay third part mechanics to warranty our work but if that is what he would like to do we just need an estimate for any work they would like to perform and then we can work together on a fair solution.  The button that is sticking I really have no way of proving who spilled something on it.  The mechanic says he didnt and you said you didnt.  We can take it apart and clean better with electrical cleaner if you like.  I am trying to help the best I can and offering options to address the concerns you have.

  Customer Answer

  Date: 02/04/2023

   
  Complaint: 18707909
  
  I am rejecting this response because: It is an electrical problem that was not addressed since the beginning witch I was told it was taken care of more than once! the second battery mustve made it worse because I am blowing fuses to the air ride and thats something I was told got fixed this situation is mentally draining.Jeep needs to have a professional diagnostic done. The cost will be $110 an hour to get another mechanic to diagnose the issue then get an estimate on repairs.Ill tow it to the closest reputable shop to have them fix the electrical problem that Top Edge Fixed but failed on several attempts! The button sticking for my cab temperature bull shit! The oil stains are from the Jeep after I brought it home and parked it in the driveway! Ive had too many problems and Damages This just looks like a legal matter. The only way **** could avoid me suing him is. clean up the oil stain in my driveway,unstick my cab temperature button,pay for diagnosis from another reputable shop, Pay for tow to top edge and make my car top priority to have repairs done timely manner by a professional. I would also like parts ordered before hand. 
  
  Sincerely,
  
  ***********************

   

  Business Response

  Date: 02/16/2023

  How about we refund $500 to make up for any inconvenience.  We originally charged $120 for diag.  That should cover wherever you would like to take it.  

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 18707909
  
  I am rejecting this response because:

  Im  going to have another shop do a diagnostic on the electrical. whatever has to be repaired will be repaired with you on the condition. My car comes back to me same day if the work proves to be more extensive I will be reasonable but that has to be proven to me without a doubt it requires more time. If Top Edge cannot do the work then I will just have the other shop do the repair and Top edge be billed for the cost.
  
  Sincerely,
  
  ***********************