Complaints

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• Initial Complaint

  Date:03/30/2024

  Type:Billing 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.

  Problem with business. Took advantage of my elderly father. Over charged on repairs done & repairs that weren’t needed to be done at all! Have tried contacting and going to the business in question. Only to have concerns downplayed and made to me the fool. Let a review only to be belittled and made a fool of

  Business Response

  Date: 04/05/2024

  I would first like to point out that the customer, *** *****, was billed for $3431.47, which includes tax. I have included a copy of the invoice so you can see the amount that was paid, and how much work was done. The customer, *** *****, came into my store originally back in November and dealt with my General Manager ****. We checked out his car and my general manager **** wrote up his estimate, just like every customer who comes in. A few days after that, my GM, **** was hospitalized for several week. I personally took over the day to day operations of the shop in ****'s absence. I called Mr. Woods and went over the original estimate with him. At the time I remembered talking with him from previous visits. He sounded very lucid, and highly cognitive, as in the other times I had spoken with him. At first he didn't want to do all of the work. He said that he might just do the brakes himself, but if I could help him out, he might consider getting the rest done. He asked me to send him the estimate by email so he could look it over & call me back.

  Before I sent the estimate over to him I reviewed it myself. I found a couple of jobs that had overlapping labor, so I made adjustment, gave him a previous customer discount and emailed it to him the way it is written today. I waited a few days and called him back the following Monday. There was no answer, so I left a voice message and asked him to call me back about his car. I probably called him 3 or 4 more times, leaving messages each time and no return call. About 2 to 3 weeks later, well into December now I received a call from a woman claiming to be ***** daughter. She informed us that her dad had been hospitalized, and she told me after she talks to him that she would get back with me. We went over the invoice, and she said she would let me know.

  Several weeks went by, but on Jan 10th of this year, *** called and spoke to my GM **** and told us to do the all of the work as the estimate was written, and that his daughter would call us about payment arrangements. The following day she called us to tells us to do the work also, but that it would take her 6 to 8 weeks to pay it off. We completed all of the repairs and called her back and told her it was ready. She made her first payment on Jan. 31st, 2024. She made the final payment on March 1st, 2024 and asked us to leave the keys in the car so that her younger bother could pick it up after hours. 

  Two weeks after delivery, a younger man came in with ***** car claiming to be his son ******. It was raining that day, but he came in complaining that the car was driving terribly and that we didn't fix it right. My technician went for a ride in the car and after inspecting the car he informed my manager and ****** that all of the repairs were good, but with 4 badly worn, almost bald tires that the car had no grip on the road in the rain. We don't sell or mount tire at my repair shop. We just don't do tires. My technician showed ****** the tires and told him that if he gets those replaced that the car would drive much better. My technician remembers ****** wasn't too happy about it, but he then asked my tech about a rear tail light not working. It was raining pretty good, and we didn't have an open bay at the time, so my manager asked if he could set an appointment the following week to return for us to look at his rear tail light. We never saw or heard from him again until he wrote a bad review on our Google review page. I responded to his review in a much shorter version of what I've written here. 

  In direct response to his complaints. 

  1) We took advantage of his elderly father. I don't know *** personally, but I have met and talked to him before. I don't know what his current condition is, but like I said above, his dad always seemed  Alert, smart, and completely cognitive to me and my GM ****. Remember, he bargained for the discount. His daughter seemed involved, and she confirmed his confirmation to do the repair. I resent the idea that we took advantage of his father. *** is nobody's fool. 

  2) His father was overcharged. He was not overcharged for any repair, and I can assure you that our prices for any repair are in line with any other shop in the area. Remember, we never spoke to ****** until he returned weeks after the repairs were done. 

  3) We did work that didn't need to be done. Again, we never spoke to ****** until he returned weeks after the repairs were done, so how would know whether the work needed to be done. *** knew that there were issues with the car, that's why he brought it in. He knew the brakes were bad, he knew that something was w***g with the f***t end, and he knew the engine light was on, and that the car was running rough, but he didn't know why. We're a good reputable shop, and everything on the invoice is related to ***** complaints and the conditions anyone could have felt before the repairs were done. If *** had taken his car to any other reputable shop, they would have made the same recommendations.  

  4) Have tried contacting and going to the business in question. Only to have concerns downplayed and made to me the fool. To my knowledge, ****** has returned only once. He might not have liked our response, but I have listened to the recordings and no one was disrespectful of ******. He was asked to make an appointment the following week to address any concerns. He is welcome to make an appointment so that we can address his concerns any time to recheck any of our work. We stand behind our warranty. 

  5) Let a review only to be belittled and made a fool of. I only responded to him as an owner of a shop that I have great pride in. ****** may drive the car everyday now, I don't know, but I know he wasn't our customer, his father was. His father was never taken advantage of, his sister wasn't either, and I resent the implication. That's all I said. I didn't accuse him of anything, or tell him I wouldn't look at the car again. I actually think I told him that he was welcome back. If ****** wants to bring it back, the car still has just over 10 months warranty on the repairs we performed. Tell him to call and ask to speak to ****. My GM will make sure we check it out and show him what we did. If we did something w***g, we'll stand behind our work. 

  Customer Answer

  Date: 04/07/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *****