Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:03/27/2023
Type: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.
I took my car in second week of January to fix leaking oil. I got the car back a day later and the oil was still leaking. I took the car to Carmax because I thought there was another problem with the car. They said the part that was replaced was faulty and they could not fix it because it was under warranty from Highline Automotive. Took it back to them and a day later my Service Engine light went on, so I took it back to Carmax and they said the part that was supposed to be fixed was still leaking oil. When Carmax looked at the car they found parts that were missing that mad the service engine light go on. Side note: I was driving that car for over a month and when the car was supposed to be fixed and the engine light never went on. It did not go until after the second time I took the car to Highline, so I would have had to taken my car to this place THREE times to get my car fixed and that is not acceptable. I had to pay another deductible ($450) plus an additional $200 for parts that were missing.
Business Response
Date: 04/04/2023
Dear ***********,
We understand that you feel this is unacceptable and apologize that you feel you have received inadequate service. Our service team prides ourselves on delivering great service and standing behind the work we preform. We provide a 3 year/36,000 mile nationwide warranty , clearly stated on our invoice. We were unaware that you continued to have a problem with the work we preformed. We do however have a couple of questions to gather some more information. What parts are you claiming were missing? Where is the third page of the receipt from CarMax? Together I am sure we will find a solution.
Gratefully,
****
Highline Automotive
Customer Answer
Date: 04/05/2023
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,
*****************************************Customer Answer
Date: 04/10/2023
Complaint: 19857849
I am rejecting this response because:
I am rejecting the resolution because the automotive place had a few questions. I sent a pic of the third age that shows how much I paid at carmax and their are highlighted parts on the photos that show what parts were missing. thank you, ************
Sincerely,
*****************************************Business Response
Date: 04/21/2023
We will offer to reimburse the $450.00 deductible you paid to have the repair done at carmax. Again our warranty process is clearly stated on our receipt. The parts in question were not missing but the aftermarket warranty company would not pay again. If the vehicle had returned to our shop your cost would have been zero for the same complaint. We are offering the $450 in good faith. Please accept our apology.Customer Answer
Date: 04/24/2023
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. Thank you for listening to my complaint and for the reimbursement, I really appreciate that!
Sincerely,
*****************************************
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