Complaints

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• Initial Complaint

  Date:10/04/2023

  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.

  Too notch fleet devices when first we spoke with them they told us the problem is minor so we decided to bring our truck.For the first diagnoses they told us it was the fan and the water pump. They told us it will be $1700.Then a week later they said it was the cylinder head gaskets which we told them to check more than once.They keep telling us more problems and when I went there I find out they havent looked at the truck.Then they charged us $3000 for a part that wasnt needed and then they said we need another part ( shirt block) . Basically there were replacing our engine piece by piece to make more money.I took my truck back from then September 29 2023 I had the police came to the mechanic store because they weee damaging my truck while eating for a tow truck.They stole our brand new batteries and 8 antifreeze bottle

  Business Response

  Date: 10/16/2023

  To Whom It May ********
  
  On July 26,2023 *********************** called into our shop to see if she could bring her food truck in for Cylinder Head replacement. Upon speaking to ******, we told her we needed to see the vehicle for our own diagnostics to confirm that the cylinder heads would need to be replaced. We explained that it could be something simple to make the vehicle not run. ****** then had the vehicle towed from the shop that the vehicle was currently at, to our shop.
  On July 28, 2023, ************** diagnosed the vehicle and found multiple oil leaks, a faulty fan clutch & faulty water pump. We sent an estimate to ****** for review and approval. ****** wrote back asking if these items would make the truck idle. We wrote back stating that the motor should not be started until these repairs were completed. ****** stated that the mechanic shop that she had the truck towed from stated that there was coolant/water in the oil but could not provide pictures.
  On August 7,2023 our tech was working on the vehicle and found that the cylinder heads would need to be replaced. ****** provided us with her husband, ***, phone number and we called him to explain the situation. We sent over an estimate for Cylinder Heads, Head Bolts, Cylinder Head Gaskets & Labor, Antifreeze, Battery & Supplies for an Oil Change (due to possible contamination) We also listed on the estimate the lead timefor the parts that we would need to order. The estimate was approved on August 10th via text, and a deposit was paid for the purchase of the parts.Understood by customer.
  We received the Cylinder Heads from the Vendor on August 25,2023 and put the vehicle back in line for repairs.
  September 1,2023, ** came to our shop and dropped off 4 gallons of antifreeze.
  September 19,2023, we explained to AJ that the truck was in the shop & torn down for assembly. All parts were being thoroughly cleaned while disassembled to ensure a nice & clean repair.
  September 22,2023 upon disassembly of the cylinder heads,the technician noticed that the short block needed replacing. There was no test that would have been able to foresee this. We had already run all tests on the cylinder heads & engine. We sent pictures to ** on his cell phone and asked him to call so that we could explain to him what he was looking at. He was very upset & blamed us for this. Again, no way to foresee this. The cylinder walls were scored, rusted & rotted. The short block was determined to need replaced. The vehicle is a **** ***** P30, parts are not exactly readily available. Our office personnel searched for multiple days to find a short block for this vehicle but were unsuccessful.
  September 25,2023, AJ texted the shop phone to see if there were any updates on finding a short block. We sent him a link to a vendor that we have never used, and notified him of that fact. No response.
  September 26,2023, we sent a message to AJ on a used motor that we found on ******** Marketplace. ** responded that we should call the man and take care of it. We explained to AJ that this is now out of our hands. We would need him to provide the part since was unhappy with the time it took us to get the cylinder heads, and the part is located 4+ hours away from our shop,sold by a private party and we would not be liable for the part because we dont know the condition. ** responded very rudely that we should set it up because we owe him anyways ** was notified about that as well and got very irritated. Said he was out of the country and didnt want to hear about the vehicle again unless it is good news. He stated that he was ****** OFF and would deal with us directly.
  September 29,2023, AJ & ****** came into the shop. We tried to explain to them that we cant get parts & that they would need to provide the short block for the truck & that would be the only way we would be able to provide any further services for them. We pulled the on-duty technician into the office so he could try to explain to AJ & ****** further details about the truck. ** got very irate, and we told him to call a tow truck to get the truck from our property. We felt that was the best option due to the continuous disrespect and treatment from him. We loaded the Cylinder Heads into the truck (Fan clutch & Water Pump were already installed) We removed our batteries that had been installed, because they werent paid for by the customer. We pushed the truck out of the bay and awaited a tow truck. While waiting for the tow truck, ****** was walking back and forth into the shop. We asked her not to cross the line into the bay, and ultimately had to shut the bay doors to keep her outside of the work area. ** was beyond irate, and we decided the safest thing would be to contact the authorities. We contacted ******************************* and asked them to remove AJ & ****** from our property. After the report was taken, ** asked the officer to come back in and collect money for the coolant that he supplied. ****** gave the officer $120 cash for 6 gallons of coolant, when only 4 were provided, and all the parts werent paid for. Just to appease him and try to resolve any dissolution that might occur. (all of this was captured on body cam by the police officers and reported by the police officers on scene. )  To this date, weve received multiple low reviews of our company and a desired refund from the Better Business Bureau. ** and ****** have also REJECTED the payment from their credit card and their credit card accepted this giving them ALL their money back even though proof was provided that they are in fact in possession of the items they purchased.THIS IS FRAUD!!!  All our correspondence,Estimates, Phone records and Messages back & forth are provided. Everything was 100% documented. Please contact our office if you have any further questions regarding this matter.
  
  October 5, 2023, AJ Continuously called the shop until ***** answered the phone. Threatened to call the media and slander the shop unless we gave him batteries that were not in the truck, he said over and over again he would RUIN US. ***** told him to take the matter to court (upon the suggestion of the female officer that was at our facility on September 29,2023.) ** also verbally confirmed that the antifreeze was paid for and that he WAS IN POSSESSION of his cylinder heads and that, that was the only thing he has paid for. THIS CUSTOMER NEVER PAID A CENT TOWARDS ANY LABOR, ETC.