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:06/25/2024

  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.

  Brought my car in on Thursday, June 20. Tension belt of my BMW 328i broke. Tensioner broke making the belt to come off. Car was towed to the garage. No other issues with the car. Week before I had replaced the AC compressor. Car was working fine. On Friday morning received a call from the shop saying indeed the tensioner and belt needed to be replaced. They wanted me to change the battery as well claiming it didn’t charge again I did not have any issues with this and buy new tires while I was at it. Quote $1800. By 4 pm that day car still not done and they just started on it. Within 30 minutes they let me know the bolts of my new compressor broke and claimed some were missing. I needed a new compressor. Quote $1400. I told them no and to stop all work until more information. On Monday the lady let me know battery, tires and belt was already on the car and I am on the hook for the amount. I explained the car is not operable since they broke the condenser. Then they blamed it on my mechanic in Jacksonville as to not take any responsibility. I told them that I did tell them Friday not to do anything until more info. Then later Monday evening I received a call from them saying no work was done at all and no belt is on the car. So every conversation has shifted with every phone call and more lies were told. If nothing was performed why am I being charged. I want them to install a new compressor since they broke it. I will pay for the tension belt and tensioner only. I do not need to be upsold on tires and batteries and my car needs to be working again. Listening to Monday evening conversation per phone I was told they needed to remove the compressor in order to get to the belt. They did not put in a new belt. So they clearly lied. Therefore, clearly they broke it before they could get to it. I am entitled for the shop to make this correct and put in a new compressor free of charge. I will pay for the tension belt and tensioner which was around $600 I was told.

  Business Response

  Date: 07/11/2024

  Vehicle was towed in because the belt broke while driving.  Inspected and found the belt came apart and was wrapped all in the tensioner causing it to fail. Removed belt debris from the engine. Installed new belt tensioner. Upon attempting to install the new belt, we found the AC compressor was loose. Inspected further and found there were 1 bolt out of the 3 missing from the compressor which looked new. The second bolt remaining was there but found that bolt was loose because it broke off in the engine block.  The A/C compressor coming loose is most likely what caused belt to come off and thus damaging the tensioner. All the engine accessories share the same belt.

   We removed the A/C compressor, drilled out and extracted the piece of the broken bolt from the block.  Installed new bolt set and reinstalled the A/C compressor. Installed new serpentine belt and tensioner. Road tested to verify repairs. Battery state of charge was low from driving and running without a drive belt, thus running only off the battery because the alternator is not working. Then we recharged the vehicle battery while the repairs were made and retested the battery. Tested good 683/720cca after recharging and testing.

  We also recommended and replaced the 2 front tires. Found front tires worn on edges and both front tires had large cuts in the rubber. The client approved these repairs as well.

  Vehicle is now operating normally and our repairs have been completed. There were no additional charges billed to the client to resolve the additional repairs needed to remount the A/C compressor along with the necessary parts and the issue has been resolved. The client has paid the bill in full and the client picked up the vehicle on 6/26/24.

   

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

  Service Manager

  Customer Answer

  Date: 07/12/2024

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  The facts the business provided are incorrect plus they still forced me to pay for 2 new tires or I would not get my car back.

  I indeed ended up paying for the belt and tensioner in addition to 2 new tires.

  The business refused to fix my vehicle  if I did not pay for a new battery and a new AC compressor in addition to the other items they quoted.

  I offered the business to order new bolts before I filed a complaint with BBB,  which they refused.

  As You can see, if I had not contacted the BBB my car would still sit there without repairs being made.

  They told me that my belt slipped off because of a minor oil leak.

  What Surprised me the most is that my battery, and compressor is now fine even according to the business and does not need replacement.

  Their Notion that my battery was low because I was driving it without a belt.

  The Belt broke almost in front of my house, and when a belt brakes in a BMW, the car is inoperable and you cannot drive it.

  I had the car then towed into their garage.

  Therefore, their explanation of The client kept driving the car without a belt caused the battery to deplete did not happen.

  In fact the belt cools the engine and it is impossible to drive a BMW without a belt, it would clearly overheat and kill the engine.

  The only thing that was broken on my car was a bolt that holds the compressor, my belt and tensioner.

  So instead of charging me for a bolt, tensioner and belt,  they wanted an additional $2,000 plus the 2 new tires.

  As the business indicated. I indeed paid my bill of $1100 and picked up my car.

  I ended up paying for 2 tires they also forced me to purchase.

  This business clearly tried to take advantage of me and refused to fix my car if I did not accept.

  Their explanation is just not acceptable.

  
  

  Regards,

  
  

  ******

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 08/22/2024

  Dear ****** *********,

   

  Thank you for bringing your concerns to our attention. We take customer feedback very seriously and are committed to addressing any issues to ensure a satisfactory resolution. We apologize for any confusion and inconvenience you experienced during your recent service. To address the specific points raised in your complaint:

   

  1. **Incorrect Information:** We strive to provide accurate and clear information regarding repairs and costs. It seems there may have been a misunderstanding about the scope of the work required. We will review our records and communication to understand where discrepancies occurred to resolve the issue.

   

  2. **Tires and Additional Charges:** Our intention was not to impose unnecessary costs. The recommendation for new tires was based on our assessment of their condition and safety concerns. However, we acknowledge that this should have been communicated more clearly and with better justification. Our only goal was to make sure you were aware of the condition of your tires and only suggested replacing the 2 front tires instead of all 4 to maintain the safety of the vehicle.

   

  3. **Battery and AC Compressor:** We regret any confusion regarding the condition of your battery and AC compressor. Our goal is to ensure that all recommended repairs are necessary and provide value. After reviewing the diagnosis and repair recommendations to determine if any errors were made. We found the battery was able to be recharged and tested in good condition afterwards. In reference to the A/C compressor, there was no damage that happened to the actual compressor but more so with the mounting bolts and threads on the engine being damaged. At this point, we communicated with you we would repair the threads and replace the bolts to restore the vehicle to a running condition with no additional charges. We will investigate this matter to determine why this offer was not reviewed initially and how we can better handle similar situations in the future. Our technicians should have considered all aspects of the vehicle’s condition and operation. We will ensure that our team reviews the procedures for diagnosing and addressing such issues.

   

  We value your feedback and are committed to making things right. To resolve this matter, we would like to address any concerns you have and to demonstrate our commitment to customer satisfaction.

   

  Sincerely, 

   

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