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:01/18/2025

  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 wanted to do a complaint against the misuse, mishandling and vague misleading information that was provided to me by the ****************** in particular **** *******. When I initially spoke with **** on Wednesday 1/15 he unequivocally stated that they absolutely had appointments available until Monday 1/20 however I could bring my vehicle in and hopefully theyd be able to see the problem. I couldnt wait so I went on the Haggerty website and I was able to get an appointment for Thursday 1/16 immediately. The 1st bit of misinformation that was provided. I had my car towed by a towing company that was recommended by **** and was charged $142. Now this I shouldve been more inquiring about cost but me trusting **** I believed it would be a reasonable amount due his expertise. At this point my vehicle is at the ************** hear from **** the following day Thursday 1/16/25 to to my persistence to get an appointment for **** to state that the mechanics didnt know for sure what the issue was with my car however it sounded like my timing beltdue to them hearing the sound with my car. But he didnt know for sure. He stated they would have to look further into it in order to see (while not ever mentioning that I would be charged for the mechanics to look to see what the issue actually was) the only thing he told me that if it was the timing belt it would be about $1600 which I was completely floored and in disbelief. So of course Im asking well how do you all know for sure and **** was adamant that the only way they would know for sure what was wrong with my car is if they looked further into it. So of course once again Im trusting the experts and also the integrity of the dealership because I wanted to know what was going on with my fairly brand new car that I only had 2 years. **** never stated or mentioned there would be an hourly charge just for the mechanics to confirm the issue. So now Im stuck with a completely stripped nonworking car and a $820 bill.

  Business Response

  Date: 02/17/2025

  This customer had her vehicle towed in with an internal engine issue and the vehicle had a powertrain warranty on it. ****** was the tech and when he tried starting it he told **** it sounded like another vehicle we just had in that the timing belt snapped and caused catastrophic engine damage resulting in the engine needing to be replaced. I talked to **** and explained that if the timing belt did in fact fail and damage the engine, it would not be a covered repair under the powertrain warranty and he would need to get teardown authorized from the customer. **** then called the customer and explained everything that I told him and she authorized 4 hours of tear down time. ****** disassembled the top portion of the engine and found the timing belt was in fact shredded and stopped further tear down because we determined it needed a new engine. The customer came in after **** called them to explain the findings and was extremely rude while her boyfriend/husband was very polite and understanding. I even took him out to the vehicle to show him the shredded belt because she was saying we told her we never disassembled the vehicle. She must have been confused because we told her we didn't need to tear it down further because we found the belt was shredded and would require the engine to be replaced. After speaking with them, I agreed to reduce the bill down to $820.00 plus the cost of the tow and gave them advice on options they could try if they couldn't afford the cost of the engine replacement. I tried to get them to talk with a salesman before they left but she kept saying they didn't have time and would come back. It wasn't until after all of this transpired that she tried to claim that she never authorized the teardown. We never would have disassembled the vehicle without her authorizing the teardown so I explained that to her and was not going to reduce the bill any further than I already did. Several days later I received a call from Ally stating the customer called them and voluntarily was returning the vehicle to them since she couldn't afford the repairs or the vehicle payments since the vehicle was non operational. I gave Ally the costs they would need to pay to release the vehicle and they came, paid the bill and towed the vehicle out of here.