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:09/17/2024

  Type:Billing 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 had my vehicle towed through insurance to this shop for diagnostic testing. Once completed I was told that it would be 220$ to complete repairs. That was what I initially signed off on. When I go to pick up my car the total was $572. When asked why the increase I was told they forgot to add in the labor. Nobody called throughout the day so say that the amount has changed as neither did I sign off on the additional charges. When I spoke with the manager, I was told that she was sorry it was an oversight while she was training a new employee. She offered a $20 refund. I feel like it’s just unacceptable to not tell the client how much it would be accurately before any work is done. I would like a partial refund because I understand I did have work done however I did not sign off on $572.

  Business Response

  Date: 09/17/2024

  Good afternoon,

  I would like to apologize again for any communication issues while we were repairing your vehicle. Our trainee attempted to add the labor to install the part on your estimate and our internet went out due to weather and it didnt save. when we install a part in your vehicle there is always labor associated with that installation. when I became aware of the deficiency, I immediately reached out to rectify the misunderstanding and you accepted the $20 refund for the inconvenience. at this time we are unable to offer a further refund as we have completed the labor and part install on your vehicle and the job is completed in full.

  if you have any questions please feel free to reach out to our office.

  thank you

  management

• Initial Complaint

  Date:08/05/2024

  Type:Customer Service 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.

  June 18th 2024 I requested a tow through my insurance company to have my car taken from my home to the ***** dealership to have a couple of recalls repaired. A driver from Snides showed up at 6:00am the next morning, loaded up my car and left my house at about 20-25 minutes later. I called the dealership when they opened at 9am to let them know t be expecting my vehicle and they advised that it wasn't there yet but probably would be soon. I found it odd that my car wasn't there considering it left my house 2 1/2 hrs prior so I decided to call the tow driver. I got no answer and the VM was full so I decided to text him asking where my car was. When I didn't get a reply after 30 minutes I decided to call Snides directly. I called them probably 25+ times in the span of about an hour with no answer, I also continued to try and call the tow driver with no answer. At 11:30am, 5 hours after my car left my property, I called the dealership again to see if it had arrived. I was told it wasn't there. After several more failed attempts to reach Snides or the driver I left a bad review on ****** and went to ** to do the same. It was there, on Snides Facebook page that I saw that the driver had been involved in an accident and I could see my car in the ditch behind the truck. It wasn't until I commented on the post that the owner finally decided to call me, 5 1/2 hours later! At the time she was very accommodating and offered to do whatever she could to help me out and make the situation right. I heard from her later that day to let me know where my car had been towed to and it was then she informed me that there was a recall on the antilock brakes system which caused them to disengage at random. I didn't hear anything from her again for 4 days after texting her multiple times to ask about a rental and get her insurance information. I was informed that she was waiting for her insurance company to handle everything. No additional offers to help with a rental or "make it right".

• Initial Complaint

  Date:07/15/2024

  Type:Billing 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.

  My car was towed to this business on 07/11/24 without my permission. When I called the tow driver to check on my car the next day, I was informed that it was at their shop and in the bay. I asked him to have my car towed to the location that was given to them by my roadside assistance. He told me that someone would be contacting me in a few minutes. I never heard anything. This morning 07/15/24 I called again and was told that I’d have to call roadside assistance to get my car towed to my original choice of location. I did and a few minutes later they called and said that I had to pay $150 for a diagnostic fee before my car was released or I had to pay close to $1500 for the service plus the diagnostic fee. My car was not supposed to go to this location in the first place. What I’m seeking is my $150 back. Because this isn’t right.

• Initial Complaint

  Date:06/17/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  On April 29th I signed a sales contract with a trade in. I took ownership of new vehicle May 24th and to this very moment the vehicle I traded in has not been paid off. I am currently still responsible for making payments on that vehicle and carrying full coverage insurance. Meanwhile this week the business in question sold the vehicle I traded in without paying it off so now I'm paying a loan and insurance on a vehicle that I don't even know the location of. I was not made aware of the sale of the vehicle and was lied to multiple times about the vehicle that I traded in being paid off. All I want is for them to pay the vehicle off so that I can be done with them and never have to do business with them again. I'm not even worried about the over $1000 in rental car expenses they told me they would reimburse me for. Also the address they have on file with you all is not correct. They are currently at **** ****** ******* ******** ** ***** and their phone number is ###-###-####. There is $3,541 and some change they should have paid off at *** ******* Credit Union.

  Business Response

  Date: 07/02/2024

  The vehicle has been paid off and sold. Please let us know if there’s anything else you need assistance with.

  Customer Answer

  Date: 07/02/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:06/26/2023

  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.

  Fail to do the job to fix my car. I paid this company almost $3000 . They hady car for about 6 months for minor issues. Can't never get in touch with anyone never answered the phone and when you go to the shop no one never there. Had to call the police because **** the owner didn't want to let me get my car. Police ask how long would it take she told him the next day. When I got my car it broke down in the middle of road and almost caught on fire.

  Business Response

  Date: 06/26/2023

  Mrs. **** your husband brought the ******** *** in in ********, and we quoted what was needed for repairs. Radiator, Water pump etc. Your husband agreed to make weekly payments to repair the vehicle. For over 4 months we contacted your husband regarding payment, and he ignored us. Finally, 3 weeks ago you stopped in the make a final payment for the repairs. At that time, you contacted the shop nearly 27 times daily regarding the status. We explained that we had some jobs come in and pay in full before you and address the repairs in order they were received. When i told you where you were on the service schedule the following week you got very upset and called the police. The police came and we showed them the car, the parts and the progress. We also explained the same to you. After being trespassed you returned the the property after we told you we would contact you when the car was finished. I personally stayed 3 hours past closing time to finish installing your radiator, Thermostat, water pump, and serpentine belt. After completion i personally scanned it out and test drove the vehicle with zero deficiencies. If you had just let us do our job instead of calling 30 times a day to ask the same question you already had the answer to this would have taken less time. Considering the amount of time, the car was abandoned here, and we didn't charge you for that you should have been far more understanding. with the signed work order and receipt, you acknowledged you are ineligible for a refund unless we didn't complete the work which we did. all major components to include water pump are under warranty and any concerns with those parts can be addressed through communication with our front office. 

  If you have any questions in the meantime, feel free to contact my office number during business hours. 

   

  Owner

  **** ***** 

  Customer Answer

  Date: 06/26/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 06/27/2023

  I cannot respond to a rejection with zero context. Please contact the office with any questions.

• Initial Complaint

  Date:05/02/2023

  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 texted to fix my car Fri ***** they told me they could fix it the same day but I would have to pay for the parts. I paid 897 for the parts Friday & she said it would be ready the same day. They never gave me updates then text and said it’ll be ready Monday because “they” messed up. Monday came and I went there only for them to look at me like I wasn’t suppose to be there. I asked for my car & the problem they had that was suppose to be taken care of they still did not fix it and offered to take off $50. So I left Monday without my car and was told to come back Tuesday at 1. Tuesday came and she called me (after I called 20 times and no response) and said the mechanic was still working on the car and that they fixed a problem with my tires “for free” as a complimentary repair for the long wait. I did not ask her to fix that they did it on their on which pushed time back. they didn’t ask me they went ahead and fixed it. She said it should be ready at 3 and that she’ll call back. I went up there at 3 to see what was going on because they were not updating me nor taking my calls. Being there felt like discrimination because no one would speak to us except the woman who was part owner & she wasn’t there she was on the phone speaking to us while we’re at the shop. The other owner her husband was there and in the bathroom and refused to come out and speak with me. Aswell as the other workers there they would not look at me or answer any questions I asked.The woman on the phone said the car was good to go only for the car and break down the same day. I had them tow it to there shop again because clearly they had done something wrong. The car was the same if not worst than before they “worked” on it. I went back up there Wednesday to speak with them and she said the car was up and running and it wasn’t. I feel like this was discrimination because I’m young and black and it really embarrassed me. Also I had to pay the remainder balance of 347 when I picked the car up.

  Business Response

  Date: 05/02/2023

  When you brought the vehicle in, we completed the initial diagnostic with your authorization. We notified you Friday evening that parts needed to be ordered and a deposit was required. This was at 530 pm on Friday and we closed at 6pm. I stayed late to assist with installation of parts to ensure a timely repair. Monday afternoon you stopped by, and I explained we needed more time to install the rack and pinion and even added in the right-side wheel bearing complimentary for the wait as that needed to be addressed. I explained to you that your gas gauge was functioning appropriately and that you had severely overfilled your vehicle with gas to the point where you had gas built up around the fuel pump, and gas tank. We drained the excess fuel and instructed you to drive the vehicle to use up the overfilled gas. You picked up the vehicle the following day and paid the remainder of the bill owed. 3 hours later you returned claiming the vehicle wouldn't crank at ******** ******** and we towed it back to the shop. Upon arrival we inspected the vehicle, and it cranked without issue 8 times consistently. Your battery, alternator, and starter were all functional and there weren't any issues presenting. During our conversation I explained to you every fault we had found on the Diagnostic and authorized by you on the initial estimate was addressed. You stated that we " must have messed your vehicle up" and " I'm assuming you did something to my car to get it not to crank" I further explained the individual repairs done to the vehicle based on the estimate were completed and you agreed. You asked if the work we completed was under warranty and i reviewed our policy with you that included all major parts such as starters, alternators, batteries, engines, transmissions, fuel pumps etc. fall under a 2 year/ 24,000-mile warranty and if we installed a part that was defective or installed it incorrectly that we would repair it for free. You acknowledge our policy and understand only the work on the estimate would be referenced and any other deficiencies would be a further repair estimate that you would have to pay for separately. We have always been willing to help answer any questions you may have and gone above and beyond to accommodate your needs. As a woman owned shop our only goal aside from great service is to accommodate minorities. Allegations of discrimination based on race, gender or religion are outrageous and unfounded. We decided not to work on your car any further as we felt the threats and accusations were a liability for the company. We wish you the best. -Sara Snide co owner of snides towing and autoworks LLC

  Customer Answer

  Date: 05/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  After working on my car,  my car is in a worst state than what it was before I allowed them to work on it. There were no threats or accusations made. I state my opinion and what I got wasn’t worth what I paid. They lied continuously about working on my car and I have witnesses. There were other that stated the janky company didn’t do what they were paid to do. They wouldnt return any of my messages and completely lied about fixing my car when I in fact have no transportation right now do to the terrible job they did. Also an employee of their company acknowledged that they in fact did not work on my car and just “gave it back to me because It was “rushed””. My car would crank right after they gave me the “ok” to drive it home after having me wait 3 hours outside for them to finish it after telling me they were done. All around the company lied and stole from me. One of if true the owners told me to send a video of the car dash not working once I sent the video she said she would tell the mechanic and we will go from there. Never heard anything back from the company. I work hard for my money so I will not let anyone cheat me. The company is very unprofessional and dishonorable. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 05/18/2023

  your allegations are absolutely absurd and we have addressed them above. We provided service in full as requested any communication moving forward will be met with legal action if the harassment continued.