Complaints

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• Initial Complaint

  Date:01/16/2023

  Type:Customer Service 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.

  01/16/23 I called for emission test showed up. was yelled at and was told they do not feel like working

  Business Response

  Date: 01/17/2023

  We understand the frustrations of our customer not being able to get an emissions test when they come in and we try to facilitate running them when we can. The point in fact is,we are a small repair shop, we have a total of 4 employees. Two of which are diesel repair technicians. We had a technician whose job was solely to run emissions test, but he left us about 3 months ago and we have not been able to fill that position to date, despite our efforts. One of our remaining two technicians just recently got licensed to run diesel emissions tests, in order, to help with this end of the business. But he can only run emissions test when he can spare time away from other repairs he is performing and when weather permits.
  

  Unfortunately,when ********************* came in for emissions testing it was too cold, the temperature was hovering around 35 degrees. The state does require it to be above 35 degrees and we require it to be closer to 40 degrees. Otherwise, it makes an uncomfortably cold working condition for our technicians and becomes cost prohibitive to reheat the shop, because the garage door must remain open for the entire test. That day our tech was also under a time constraint to finish repairs on a truck that needed to be completed that day.
  

  Since the temperature was not warm enough and our tech was already in the middle of a truck repair, We had decided not to take on any emissions tests for the day. *** explained all this to ********************* when he came in and asked to get a diesel emissions test.*** was dissatisfied and told *** to fuck-off and said that he was going to destroy Diesel Repair & Performance as he was leaving.
  

  It is our procedure to let customers know when they call us about getting an emissions test that: we do not take appointments, we have a temperature constraint imposed on us by the state and self-imposed by us due cost of reheating the garage and finally that it depends on when our tech can break away from other truck repairs for the day.
  

  Often our customers are under pressure to have an emissions test done immediately because their truck registration due date is closing in on them. When that is the case and they tell us it is, we suggest for them to leave their trucks with us for the day. That way we can get it done around other truck repairs we are performing.Generally, if a customer calls and we give the green light on emissions test for the day, we will run several. As we did the day before ********************* came in.We don't keep a record of who called us or when they did call and we certainly can't control when a customer decides to come in after they have called us.
  

  We apologize for not being able to run an emissions test for *********************. We appreciate the effort he made coming in for an emissions test. We will be happy to run an emissions test for him next week when the temperatures are warmer.