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:07/08/2024

  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.

  In June , I took my car into BTR Palm Beach for an assessment to fix my sunroof, install 2 back tires and install brake pad, ( Brake pads were purchased by me ) they just needed to install it. The owner give me a price if $ ******* of which I agreed upon. I paid him $1500.00 as a down payment. When he process the **** payment he charged me ***** extra for using my ****, something he didnt see fit to mention to me, when I asked he said that he is not paying anyone **** fee , because we get point in our **** and he cannot be paying a fee for using ****. No mentioned of **** charges. June 18, to 25 to pick up the car and paid the additional $1000.00. , he told me that he needed some extra parts which came up to ******, I was ok with that, but the final bill came up to $3963.00. when I asked him why he became very abusive and started yelling , he said I shouldnt go back there, he dont need my business.Finally, I took my bill from him and noticed that he put on 4 tires instead of 2 , when I asked him why, the screaming continued. This guy decided on his own to purchase and install 4 tires instead of the 2 back tires and demanded that I paid it. I did so and left. The car had an alignment a week before service and the mechanic said the rear tires needed changing, so I was very disappointed when BTR Palm Beach owner changed all the tires without notifying me. This guy is very arrogant, demeaning, extremely rude and has no respect for customers , I had my uncle with me and we were both shocked and in awe of his behavior. My question is: Can a mechanic do as he feels fit and charge the customer for his error then abused them, when challenged. I worked in customer service for 33 years and I could have never treated someone, the way the owner of this work shop behaved. His name is ****. Thank you kindly .Regards **** ***

  Business Response

  Date: 07/09/2024

  Thank you for bringing this matter to our attention.

  It is the first time in 15 years of owning an auto repair business in ******* and ******* area that I accounted  this kind of complaint. We cater to high end clientele with many expensive and collector cars. BTR has the pristine reputation and reviews that are easy to trace down and check. 

  The client called me with question for an estimate to repair sunroof and replace tires that was estimated extremely high by other repair facility. After inspecting the car we confirmed that it needs new sunroof rail assembly , sunroof motor guide tubes and new tires as stated by other shop.

  Client also asked me to install front and rear brake pads that they purchased. I explained to the client that I made exception for them to install parts from unknown origin and quality that I NEVER do due to quality and safety concerns. I charged client 1 labor hour per axle to install brake pads and reset maintenance remainder that is minimal industry standard labor time.

  To my understanding client wanted to have all 4 tires replaced. That is proper way of replacing tires and it is not recommended to have different tire installed on front and rear axle of the vehicle. I asked for $1500 deposit to partially cover cost of parts. I charge 3% processing fee that is a standard and legal practice for most small businesses. I have done that for years. Above mentioned fee is immediately collected by credit card processing company, and it is not part of my income. Client seemed to be upset about it. I explained that they have an option to pay in different form of payment ( debit card, check or cash) to avoid credit card processing fees.

  I would like to mention that client missed their appointment twice leaving me stuck with parts and tires ordered for them. I did not complain and patiently waited for convenient time for them to drop off the car. After car was delivered we completed repairs in timely matter. All of the repairs were performed properly with the better rate in comparison to the dealership. Car was washed before the delivery as a courtesy. During the repair we found out that car needs wind deflector that was approved by husbands phone conversation and installed at no extra labor charge for the client. 

  At the time of car delivery client was complaining again that it is not happy to pay processing fees even that it was clearly explained why I do that. The owner paid invoice partially in cash but had to use credit card again as a back up form of payment for remaining balance. I do charge processing fees on every credit card transaction without any exceptions. Processing fee was in amount of $45. That started the whole complaint and dispute.

  This is the way I run my business. We provide highest possible parts and labor quality with over 25 years of experience in European car repair. We are not trying to be the cheapest but the best in the area. Our services are very competitive for the clients that can appreciate our passion and understanding of high end, and complicated European automobiles. 

  I hope that this explains and satisfies both interested parties.

  Best regards,

  *************************;

  Customer Answer

  Date: 07/10/2024

  In regards to BTR response, it was filled with untruth, and so dishonest. 
  I never had an appointment with this guy, he was aware that I wouldnt be available for 8 days, I was to leave my car there when I was away, but when I got there , they were not opened. 
  When I returned  I took the car for repairs , all the parts he claimed was sitting there was not true, he had to wait on a part from ********* thats why I got the car on June 25, instead of 21. 
  This guy knew clearly that only 2rear tires were supposed be to be changed,but took it upon himself to do otherwise and lied about it. 
  His response to this  is all so untrue and that he is deceitful, and to operate a business under such lies should be investigated, as he said he is used to all these complaints, then an investigation to this company should be warranted. 
  No where in his response did he mention his screaming at me and my Uncle standing there, simply for asking about the service charges of which he said he would remove. I am a banker for 40 years, and no way are we allowed to scream and demand charges from customers. 
  This is man is deplorable, demeaning, a blatant liar. Everything in his response is untrue and he should be held accountable for his behavior. He owes me an apology.  
  As for the deflector his service was also included in the price $214.

  I believe others out there needs to be aware of dishonest people like this guy. 
  
  Thank you for your time

  **** ***