Complaints

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• Initial Complaint

  Date:06/25/2025

  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.

  In 12/2024 I took my car to Goldstone to get it repaired( I still have my receipt), the bill was $*****. I paid the amount owed and picked up the car. The instructions given were to be gentle with it, which I was. I believe I picked it up in the early afternoon, drove home, and drove a few local places, i was gentle. It then became noisy and sounded like a helicopter, so I called and told them, described what I heard and asked was it okay to drive it. I was told it should be fine, again reminding me to be gentle, he did add it should be fine but since Im not there he said he didnt know exactly why there was a lot of noise. So I spent ***** drove it maybe 3 hours( it couldnt have been much longer since they close at 5:30 and they were still open when I called), it started smoking and stopped. We called them the next day they came and got it for free, looked at it and said oil was mixed with antifreeze!! They then offered a solution. They had a 2004 **** Escape that they replaced the engine and the person never came to get it and they would just trade us. So we took possession of the **** and on the way home we had to stop and spend $280 on a new battery!! Then one month later the brakes desperately needed replaced, front brakes and rotors, $600. One month later it died in the middle of the road, so we drove it 2 mons and they wanted $1,000 more to fix it. We couldnt reach an agreement, they say now they fixed the first car right and gave us the **** to be nice, and wouldnt fix it for a discount. I sold it and was only able to get $200 and I just found out the person who bought it has to scrap it, it has too much wrong with it to fix!!!! So I lost $1800 on the first car, and like 900 on the second and still dont have a car. And they want the title for my first car since it is on their lot. The first car and the **** were supposed to be a trade, i dont think I should have to trade , I think I deserve some money back.

  Business Response

  Date: 07/01/2025

  To begin, the original vehicle was driven in with engine oil literally pouring out of the car. We found a blown main seal and quoted repairing that.

  Once we got that repaired long enough to hold engine oil, it was determined that internal damage had already been done due to driving it with low to no oil.

  At that time, I offered to let them have a vehicle we had put an engine in for a customer and ended up not being paid for, so we kept the vehicle.  I told *****, who is the person I was dealing with about the vehicle and that I had very limited information on it. I allowed her to look it over and decide if she wanted to have it or not. I expressed that we did not have any history on the vehicle and any additional repairs needed at any time would not be covered by us.

  I even gave ***** money out of my own pocket to get the title for the old car.   

  The vehicle ended up having a power steering fluid leak and it leaked into the alternator causing that to need replaced.

  I offered to repair the vehicle at a discounted rate, it was still a fair amount of money, but none the less, it was very discounted.  

  We sat on the vehicle for a few months waiting for someone to either fix it, give it back to us, or come pick it up.  

  Eventually it was decided by the client, *****, that they would bring us the title for the old car, and take the car they received from us at ZERO cost, and we would each go on about our days.

  ***** never expressed to me that she was unsatisfied and again told me that she would be bringing me the title for the old car, that I gave her my own money to get.  

  Everything we did was in a professional manor and was done with kindness and understanding. 

  Its frustrating that our act of kindness is being viewed in any other manor than what it was and asking for a refund after all we did for them is a slap in the face.

  Please let me know if you have any further questions

  **** ********

  Manager, Goldstone Automotive

   

  Customer Answer

  Date: 07/01/2025

   I am rejecting this response because: what did my $1,800 pay for then?  My Equinox did have an oil leak, it had just started leaking oil, I put oil in it to be able to get it to **, it was still able to be driven there.  I pose this question, if it was in such bad shape when I took it to be fixed then why was an $1,800 attempt to fix it even done?  Had I been told that the car was not worth it and that a few hours after I handed over the money, I would be sitting by the sitting by the side of the road waiting on an **** while my newly repaired car sits smoking and unable to start.  I truly believe that GA had to of known or felt that they were responsible for my car breaking down after I called and asked if it was safe to drive . I feel the fact that they sent a tow truck to ********** to bring it back to ******* for free proves that fact.  I have had cars towed previously and never for free.  Why was the **** Escape even offered to me?  Why was getting my Equinox fixed not the first choice?  Thats what I really wanted the entire time.  I did agree to trade my car for the ****, I had no vehicle and was told it had a new engine in it, it had sat on the lot for a little while so when it needed to be jump started I was not all that alarmed, but it didnt hold a charge and on the way home a $280 battery had to be purchased by me.  That was just the first of the 4 things that went wrong with it in the 2 months I was able to drive it.  Whether the **** Escape was offered in good faith is beside the point , I dont know, I do know that I feel like another woman that got taken advantage of while dealing with a mechanic.
  
  
  

  Business Response

  Date: 07/09/2025

  I am sorry we are unable to resolve this issue.

  We still have the issue with the Equinox.   We will either need the title for the vehicle or have it removed from our property by July 22nd.