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:06/28/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 was told by the guy on the phone to go ahead and drop my car off I did then I spoke with him about 2 weeks later I was told my car would be ready june 18th here it is June 28th and still no car I've called every day and every day I'm told something new the last week I've been told there waiting on a part today I'm told they have the part but the mechanic was late so now he's working on it but it won't be ready until Monday

• Initial Complaint

  Date:08/17/2023

  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 called said my water pump is leaking I need it replaced. They gave me a rough estimate over the phone 400-580 and when I brought the car in they said 685 . I agreed to the price but when I got my receipt there was a 100.00 dollar charge for a diagnostic fee. I told them exactly what the problem was and their diagnostic proved exactly what I said . So that upset me but I cut my losses and moved on . But the real problem is when I got my car back the serpentine belt was squeaking and started to get extremely bad with the AC on so I called them and they said it’s just a greasy belt from the coolant leaking on it. So I popped the hood to clean my serpentine belt and within five minutes of standing there, I realized that they had installed the belt completely wrong I was amazed it ran and didn’t overheat but at the same time super angry because I just paid almost 700 dollars for this . It’s very easy to tell because there is a diagram of how the belt is supposed to be on the inside of the hood. So I brought the car back and they put the belt back said they would put a new belt on since it had been installed wrong but still used my old belt offered a free oil change . If you can’t install a serpentine belt right with a diagram in your face what in the world makes think I trust you to change my oil?!?!? No apology’s or anything. Made me pay 700 bucks to drive my car around squealing like a pig and then act like they did nothing wrong and offer a free oil change for a massive mistake . Just baffled they didn’t feel any remorse or bad at all . If I was a mechanic and just gave someone their car back squealing and installed the part wrong id at least apologize or offer a discount but nothing like that from these guys . They couldn’t even install my serpentine belt right with the diagram right in front of their face. And charged me a 100.00 dollar diagnostic fee when I told them exactly what I need done and they did not disclose any kind of diagnosis fee .

  Business Response

  Date: 09/11/2023

  from: Tyler Munson <[email protected]>
  to: [email protected]
  date: Sep 11, 2023, 1:02 PM
  subject: Response Required | BBB Complaint ID 20482510
  
  We gave the customer a rough estimate over the phone. We did not have the exact VIN number to the vehicle, so that's why it was a rough estimate. Once we got the vehicle in, we did tell the customer we had to perform a coolant pressure test to make sure what was even leaking on the vehicle. The customer did tell us what was leaking on the vehicle, but we needed to actually perform a pressure test to be sure what was actually leaking. We can take the customer's word, but we have to actually fully diagnose it, so we are fully covered. We've had too many times where a customer diagnoses their own vehicle, we replace the part, and it still does not cure the issue. I explained that to the customer when I gave him the estimate for the $685. There were 2 diagrams provided to us by pro demand to route the serpentine belt. The belt fit perfectly once we finished the routing. We heard a small squeal, but we thought it was from the coolant that was still on the belt. The customer returned the next day. We got the belt routed to the 2nd diagram on Pro Demand. The belt fit on perfectly and there was no longer a squeal. There was no damage done to any of the parts replaced on the vehicle. We did apologize to the customer numerous times, telling him we are all human and we make mistakes. We owned up to our mistake. So we offered him a free oil change in return for the inconvenience. He did say he would be coming in for the free oil change, but instead he chose to contact the BBB. It's unfortunate it had to go that way. But we were completely apologetic and we offered a free oil change in return.