Complaints

This profile includes complaints for Willow Creek Care Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Willow Creek Care Center has 2 locations, listed below.

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  Willow Creek Care Center

  67 Algonquin Rd South Barrington, IL 60010-6143

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  Willow Creek Care Center

  P.O. Box 3188 Barrington, IL 60011-3188

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:08/28/2024

  Type:Service or Repair 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.

   
  Complaint: 22204266
  
  I am rejecting this response because:
  Since the car overheated on the way to do repairs, Willowcreek was only to do an inspection NOT repairs. When the mechanic was done all he told me was dont drive it. The parts should not have been replaced.
  Sincerely,
  
  *******************

  Business Response

  Date: 09/05/2024

  *********************** visited the Care Center for a vehicle inspection on 4/23/24 and received a written quote detailing the recommended work and total cost of $295.88. ************** contacted the Care Center on 7/19/24 to pay $210.00 for the work from the inspection that she had decided to move forward with (power steering hose and pump) and provided her verbal authorization for the work to be done.  The work was completed on 7/22/24.  After leaving the Care Center, ************** called the C.A.R.S. shop manager claiming that we had not completed the repair and that her car wasn't fixed.  When told that we had completed the work, and had the faulty part we'd removed from her car in our shop, she demanded that we come to her home and remove the new part that we had installed because she had not authorized us to complete the work. She became escalated, screaming and using profanity.  Our staff member was unable to calm her down, and eventually ended the call.  As this had not been our first escalated interaction with ************** (she had made similar complaints and behaved aggressively with staff members in two other areas of the Care Center where she'd previously received services, in addition to sending numerous emails to us detailing her grievances about our services), we did not engage with her further.  She then filed a fraud complaint with her bank for the $210 of work that she had paid for.  ******** subsequently refunded her money, as verified by a $210.00 debit out of Willow Creek's account on 8/10/24.  We're not sure why ************** is continuing to raise a complaint, as she has already been refunded her money and received the resolution she is seeking in this complaint.
  
  
  As a point for future reference, the contact details on your BBB site do not accurately reflect our information. The name of the person listed, *******************************, does not and never has worked for our organization.  The address listed is also incorrect. 

  Business Response

  Date: 09/06/2024

  Regretfully, we share a different perspective on how this transpired. With her vehicle overheating, ************** demanded that her vehicle be repaired immediately; we considered this verbal permission. She has since been refunded her payment for the cost of the parts. As a not for profit serving the under-resourced, we do not charge for the labor associated with any vehicle repairs. At this time, we have exhausted all options in remedying this situation with **************.