Complaints

This profile includes complaints for Urb's Garage Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Urb's Garage Inc. has 2 locations, listed below.

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  Urb's Garage Inc.

  5880 N Jefferson St Burlington, KY 41005-7995

• 

  Urb's Garage Inc.

  4500 Dixie Hwy Erlanger, KY 41018-1824

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:06/26/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My wife and I brought her **** ******** to Urb's garage to get a door handle replaced and they talked my wife into getting our rear axle fixed. This increased the cost of repairs exponentially from under $200 to over $1000 dollars. After they "fixed" her car, my wife reported have issues with the rear wheels hopping around especially in rainy conditions. We never had this issue before nor did they mention it in their preliminary inspection. After bringing it back to ask them to take a look they said they were unable to replicate the blatant problems my wife described. Furthermore, they blamed the problem that they couldn't even diagnose on the tires and tried to sell us new tires after all this. We went ahead and got new tires at ****** anyway in hopes that would help remedy the issue. $2000 later and our car is undriveable and have no faith in this institution. We brought the car in and attempted to have it looked at one more time to see if they could return the car to its original condition before we had it serviced. That morning we were told that they would give us a 4 wheel alignment sometime that day only to get a call that afternoon saying that the car is unrepairable. When we came back that night to pick the car back up I noticed from the glue around the new tires that they hadn't even moved the vehicle, let alone try and perform an alignment. The service manager is a liar and this garage cannot be trusted.

• Initial Complaint

  Date:08/20/2022

  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.

  Took vehicle in for violent shake at highway speeds between me and warranty company spent 10k multiple visits to urbs and still have the same issue

  Business Response

  Date: 08/22/2022

  This truck came in to our shop with numerous problems. It had an aftermarket lift kit installed when the owner purchased the vehicle. We repaired issues that were verified and covered by an aftermarket warranty company. Repairs were completed. After repairs were completed the customer was concerned about a possible issue. We took a test drive with the customer and could not duplicate or verify issue. About 7 months later truck comes back with verified shaking issue. We found a cracked pitman arm and worn out shocks and steering stabilizer shock. The warranty company was willing to cover the pitman arm and alignment but they do not cover wearable items such as the shocks. We offered the repair at a discount having previously done work. That said customer did not want to do work and has blamed us for this being the original issue. We acknowledge that this truck had numerous issues when it first came in. We had to fix certain issues to even get the vehicle safe and driveable. Upon those repairs we were not able to duplicate any additional issues. When the truck came back it did have a bad shake which to us was significantly different than the original issues for repair. The truck has had numerous aftermarket upgrades in the lift and had previously had large wheels and tires. This causes parts to wear out at a ridiculous rate. We generally do not like to repair or are we able to warranty vehicles that have aftermarket up grades like this for this exact reason. Additionally this vehicle was at 3 other shops and they could not pinpoint an issue. At no additional cost to the customer we brought the vehicle in and checked it out and recommended the new repairs (not related to the old repairs performed) without charging a diagnostic fee. Once we verified the issues were not related to previous repairs performed the customer picked up the truck.