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:10/18/2024

  Type:Sales and Advertising 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.

  **** was going to help with diagnostics and repair of a failed transmission. I originally provided payment information for a deposit for the transmission replacement. I was not told the charge amount, no receipt, no authorization to do work. After payment went through, my husband called me and remembered his extended warranty. I immediately called back HASH who said he deals with this all the time, and he cannot work on the vehicle until the claim is made and an adjuster goes out - GREAT! I prepared and provided contract number etc and he said he would start the claim. My card was charged but I assumed I would be credited. When I checked on the vehicle 10/4 they notified me they needed my husbands information for the claim but had not started work yet. I provided my husbands information. I spoke with HASH again 10/8 to see the status - they had not gotten the car into the shop yet or had started work on the car yet - but would likely have it done for the weekend for us! I asked about the warranty and they said they needed my husbands information because he is on the contract! I gladly provided. There was no diagnostic or report sent, no approval for work acquired. 10/14 they called and said the vehicle ready - when asked about the warranty claim they had FORGOTTEN but had the old part and fluid samples - 2 days and they would call me back. 10/18 I call to get the vehicle and they said "you know the warranty didn't cover it, right?" . I then called the warranty adjuster who explained that they never called back with the appropriate information and then CANCELLED the insurance adjuster to look at the vehicle because they already completed the work and trashed the old transmission. Now I cannot get my car or they will "put the old transmission back in." I thought it was gone? 2 weeks of rental car later, and the owner isn't available until at least monday to resolve. No authorization. No receipt for work. Without a car for another how many days? ****. Rental Car.

  Customer Answer

  Date: 10/21/2024

  I was told that when the owner returned to the shop on Monday, we would be able to figure out a course of action (10-18).

  The same gentleman has been at the shop this whole time.

  Today (*****) HASH has now spoken with the extended warranty company again. After cancelling the adjuster and telling the warranty company they no longer had the old transmission / fluids (*****) - they are now saying that yes, they do in-fact have the old transmission and fluids. I am now being told that tomorrow, I may be able to pick up the car. The job has been completed. Friday HASH imports told me I could pick up the car just as soon as they removed the "new" transmission and reinstalled the old failed one. Going on day 8 of additional rental car fees, and my husband had to take the day off of work today.

  Recalling specific details, when the credit card information was first provided - I was never asked to confirm billing address etc. I could not dispute the claim while the charges were still pending. I have since disputed the charge.

  The mechanic clearly threatened to remove the "new" transmission and reinstall the old failed transmission if I didn't pay - per their policy (that I was never provided). When asked how he would do that if he no longer had the part / core - he said he would "figure it out". I'm not sure how I can trust any of the work that has been done to the vehicle at this point. What a mess.

  Customer Answer

  Date: 10/25/2024

  Most recent communication. I was being pressured into signing documents from the warranty company still, without any information provided, so that HASH imports could be paid.

  Customer Answer

  Date: 10/25/2024

  Most recent communication. I was being pressured into signing documents from the warranty company still, without any information provided, so that HASH imports could be paid.

  Customer Answer

  Date: 10/25/2024

  Since October 14th, when the vehicle supposedly was repaired and ready to be picked up. The series of events that have transpired.

  Business Response

  Date: 10/30/2024

  We provided the customer with a detailed estimate and the customer already knew that the transmission was having problems. Customer okayed the repairs and provided a down payment, which is required for all major work, we proceeded to get the part ordered. The customer then provided us with the information of an aftermarket warranty and wanted us to file a claim, this is a very normal and straight forward procedure. Initial response from warranty company was name does not match contract, again this happens from time to time and things just need aligned. At this point there was some type of communication breakdown as the claim was not started and we had already completed the repairs. Again these things happen and can be resolved rather quickly. At this point the customer became unreasonable and started making several unjustifiable claims, with that said we attempted several times to relay to customer and warranty company. **************** was very helpful but customer became unhelpful and illogical. ******************** went the lengths to repair communication with no resolve, vehicle was delivered to customer residence with no charge and repair **** ***** open. 

  Customer Answer

  Date: 10/31/2024

  The vehicle was towed to my house 10/25 with a balance showing of zero. The vehicle was parked until yesterday 10/30. I drove the vehicle approximately 30 miles to work and 40 miles returning - and the vehicle broke down with the same issues from 10/02. The warranty company is now following up with me to sign an authorization to pay the mechanic? I cannot acknowledge any work was done.

  Customer Answer

  Date: 11/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  A Detailed diagnostic and estimate was only sent to me THE DAY the vehicle was delivered back to my house. ON A FLAT BED. Because the repairs had never been done. Yes, I provided my card for a deposit, but called the company back 4 minutes later with the warranty information. The new transmission was not even ordered until the 8th. The timeline that HASH imports provided is completely unruly. The vehicle was towed to HASH with the same amount of miles it was delivered back to me with. 
  
  Regards,
  
  **** ********
  

  Customer Answer

  Date: 11/05/2024

  I don't understand how a clerical error becomes my fault. **** clearly told the warranty company to not send the adjuster because the old transmission was thrown out. Why would someone, who clearly started a claim, and forgot to finish and go about the protocol, and said they were doing the right then, then cancel the adjuster? It was only until I was adamite that I had proof of the start of the claim. The information. The call log. etc. that they then tried to work something out with the warranty company. THEN - they wanted me to sign a piece of paper having the warranty company pay them for the work they did.... this was BEFORE THEY HAD SENT ME ANYTHING. No idea what they did or did not do. No prices. No estimates. no actual work done. I told HASH imports the only way I would sign anything is if they sent me all of this information, along with the total invoice zero'd out, with the signature of all three owners. ***** ***** and the apparent original owner that was in **************. This is being escalated to a lawsuit. This is far from resolved.

  Business Response

  Date: 11/22/2024

  Hash Imports did accept responsibility for the communication break and tried to resubmit, which could have been resolved. At this point the customer demanded there vehicle back due to the timeframe of being without it. Which was understandable. Hash Imports delivered vehicle to customers home as requested even with repair **** ***** being open. At this point we have closed the repair order. Thanks, 

  Customer Answer

  Date: 11/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The vehicle was dropped off with repairs claimed to have been made but the vehicle is still inoperable. Due to Hash Imports failed communication and failure to file a claim - they admitted to the extended warranty company that the repairs were done without approval. Therefore, any issues with the transmission are no longer covered by the extended warranty. Given the vehicle is undriveable and now will not be covered by the warranty, whose problem is that now? Because repairs were made to my husbands vehicle without approval, without proper procedure, now not only did I have to call multiple times, file complaints, practically beg for the vehicle back over a month later, but now another month has passed and the vehicle is worse off than it was. I've retained ********* Law. This is not a satisfactory response or outcome. 
  
  Regards,
  
  **** ********