Complaints

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• Initial Complaint

  Date:11/10/2022

  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 was arrested and my truck was impounded and while in the impound lot an employee left my keys in the truck and the keys were stolen from my truck and the company said they were going to replace said keys because they are responsible for it also they filed the police report for the missing keys but yet have no idea what happened and don't know anything..it has been a month since I had my truck they have stopped responding to my email or phone calls and have said the dealer could not replace the keys and that the truck will not start due to a kill switch being triggered when the truck was broken into...I am asking for the value of the truck or some negotiation

  Business Response

  Date: 11/22/2022

  To Whom it May *********************      **************************** complaint has many inaccuracies. He is correct in his assertion that his truck was towed due to being impounded, and the amount of time that it has taken to get the situation resolved is extreme and unfortunate. ************************ is incorrect in several aspects of his complaint. We did not lose his key, and the key was not left in the truck. We have never stopped corresponding with ************************ concerning this issue. The following describes what occurred:

       On October 17th at ****, we were called by PD to impound **************************** truck. At approximately **** on the 17th of October, an unauthorized person was observed in our yard. Marietta ***************** was called, and the person was removed from the yard. We were unaware of any items that were missing from cars at that time. ************************ came to pick his truck up later, and was unable to find a key fob that was in his truck. The key fob operates an aftermarket alarm system that was installed on the truck. ************************ told us that he only had a valet key for his truck, and it is necessary to have the key fob for the truck to crank. We investigated the missing key fob and ascertained that the fob was most likely taken by the person who was in our yard. We immediately began taking steps to correct the problem. We had a new programmable key made by a locksmith, we took the truck to our in house mechanics to work on, we consulted with vendors who install the brand of alarm system that is in the truck, and finally, we towed the truck to Marietta ******* where it is currently located. We have been in contact with ************************ via telephone calls and emails throughout this time frame. We told ************************ that we would fix his truck, and reimburse him for his transportation needs while he is without his truck.

       Our latest information from Marietta ****** is that the problem with the truck stems from faulty installation of the alarm system, and that disassembly of the dash and a new wiring harness will be necessary to correct the problem. Because the stolen key fob was the catalyst that brought to light these wiring issues, we have agreed to pay over $5000 to get the truck repaired. The issues with the truck are irregular and have necessitated a lot of time, research, and finding a solution through trial and error. I called ************************ to explore the option of purchasing the truck, due to the amount of time it is taking to resolve this issue. ************************ stated that his price for the truck is $22,000. The truck is in poor condition, and came into our yard damaged, due to ************************ hitting something. Another item of note, is that ************************ claimed that the damage (the tailpipe on the truck was broken off) was caused by us, until confronted with photo evidence that shows the truck was damaged prior to Marietta Wrecker taking custody of the vehicle. 

       I understand **************************** frustration, but it is my position that we have been limited by circumstances beyond our control, and we are being diligent and fair with ************************* 

   

  Thanks,