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:08/28/2023

  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 paid for towing, diagnostic and oil change services from ***** Crescent Springs Service on 7/31/23 in which I was made to walk to the business to provide payment as they would not accept a credit card via phone. The total bill was for $351.42, but I was definitely quoted $305.42 over the phone a few hours before paying the bill in person.
  
  The tow occurred on the morning of 7/27/23 via police request as Triple A was unable to find my membership number as I did not have my card with me. The garage of ***** Service was only a few miles from the tow and as there was a semi truck wreck on 75N - the route to my intended car service location on Ridge Rd. - and there was a significant traffic back-up forming and because the tow driver said I would incur significant extra mileage charges ($5-$10 per mile) to my garage of choice as it was almost 20 miles away, I had him tow it to his garage.
  
  I called the shop on Friday July 28 and was told I needed an ECM and that they weren't cheap! I was quoted around $1500 for the job which seemed high given my research and I asked why a part that takes five minutes to install would be $600 in labor? The following Monday, I called again and was told that he couldn't get the part and he said that there was no oil in the vehicle and that he had done an oil change even though NONE of that had been communicated.
  
  He accused me of screaming and yelling? I then had to walk to the garage from my residence and meet the new tow driver who was to take it to another garage. The woman at the counter was rude and defensive and blamed me for their lack of communication. Never once did they update me on anything
  
  I did not authorize an oil change. The tow driver/service guy did it anyway.
  
  The defective ECM had been thrown on the passenger seat and the entire dashboard was hanging down with wires hanging. Parts under the hood were detached and an expensive piece is now missing. They are denying anything. My **** is a collector's item.

  Business Response

  Date: 09/05/2023

  The **** was towed in after it was broken down on the highway as a police request. As Explained to the owner a number of times and noted on the invoice, I might add, the oil change was performed because there was no oil in the vehicle at the time of checking it out. As we needed to crank the engine to test various systems it could have further damaged the engine in the vehicle. When we were contacted about her having the vehicle towed out to another shop we inquired as to if she wanted it put back together or leave it apart to ease in the next shop performing work to it we were told to just leave it as she was having it taken out ASAP and the reassembly would have taken more time. All parts were placed inside the passenger compartment. The vehicle was towed out by another towing company and taken to another shop. Where the parts went after the vehicle left here I cannot say but all parts were present at the time the vehicle was picked up. Again the Oil change was performed because we could not continue diagnostics without having oil in the engine, this fact was communicated to the vehicle owner on several occasions. The customer was rude and demanding we modify our payment methods to include payment over the phone which is not secure nor allowed by our processor. Several times the vehicle owner was given the pricing and several times when she repeated the amount back she had to be corrected about the amount. I feel we cannot be held responsible for things that may have happened or parts that may have been misplaced once the vehicle left our control nor can we be responsible when people do not listen closely or misunderstand the things we tell them. I did attempt to explain to the vehicle owner that if she truly did have *** then after she had paid us for the tow should could submit the tow bill for reimbursement through them and we would have been more than happy to tow the vehicle where she originally had desired to go. I will be going into our video database as time allows to see if any of the conversations with here are still on our active recordings.  

  Customer Answer

  Date: 09/05/2023

  Better Business Bureau:

  Other than being towed by the company, literally all of their assertions are completely false. This is harassment and defamation.
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  
  Regards,
  
  
  
  ******* ***** ******
  
  

  Business Response

  Date: 09/19/2023

  
  

  As you can see by the pictures supplied she did in fact sign for the vehicle and the fuse cover she claims we lost was missing (dirt is very evident) when we started working on the vehicle. I am sorry the *** ***** ****** feels the way she does but between the vehicle not having oil and the cover being missing there is nothing more that we can do for her and would appreciate her not slandering our name any further.
  
   
  
  Kevin K********
  
  Owner Ken’s Crescent Springs Service
  

  
  

  
  

  Customer Answer

  Date: 09/26/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

   

  The owner proceeded to work on my vehicle without ANY communication for three entire days.

  Upon contacting Owner on day 4, He said I had a defective ECM which would need to be replaced. He also mentioned that there was no oil in the car. He did not say that he put oil in the car he simply stated that there was no oil in the car. He then said the ECM would be replaced, that I would then once that was done, have him do more work on the vehicle and have him do a full inspection of the vehicle to see what would need to be done including said oil change and new tires that he mentioned were needed in person the day of the tow. 

  This is why I was taking my car to my original destination in Cincinnati to have these things looked at.

  (I have owned this car for 31 years and it was purchased with 8000 miles on it, which means that on a yearly average, I have driven it around 1500 miles each year!! It has been garage kept this entire time. The rust was a tiny spot only on the fender which ballooned this past year. What does rust on my vehicle have to do with parts missing from inside my vehicle and under the hood, headlights not working, hanging dashboards with wires strewn eveywhere as evidenced by another mechanic immediately upon leaving this "garage.")

  The ECM would be replaced, that I would then once that was done, have him do more work on the vehicle and have him do an inspection of the vehicle to see what would need to be done including said oil change, but was clear about the ECM work done first.

  That night which was a Thursday, I had researched the cost and labor to replace an ECM for my particular **** model and year. The cost for an ECM that has been preprogrammed is from $550 up to $900. The labor involved is 30 minutes at most and that is after having to dislodge the windshield wiper fluid container and a few other disconnections. He quoted me close to or slightly above $1450. That is high.

  When I asked why so much a mark up on labor given the relative ease of the job on Friday, he became annoyed, at least in his voice. I

  That following Monday, I called him first on that day also, he said that he couldn't get the part (they are sold everywhere online) and didn't offer a solution and tried to start an argument. I proceeded to call several garages for opinions,including my original repair shop, and was told where to take the vehicle.

  Basically it comes down to "Ken" getting angry when asked a simple question about the quote and not wanting to do the work, which I ended up having done for less that $1000. When he decided he wouldn't get my money, he went ahead and did an old change to endure to get paid for something, proceeded to destroy the inside of my ****, and lied and said he could not take payment over the phone and hence,I had to walk there in 90degree heat to pay ( the credit card companies I called stated that the payment machine he uses that I found the model of,  can process phone orders as is connected to a computer). As stated by other mechanics who RAVE about my ****, this "mechanic" who begrudgingly tows cars for a living, became incensed at both me and my car, simp!y !let his mind as he did on my ride in his tow truck to his garage.

  It bears mentioning that after having my car fixed, I was told parts were missing. I politely spoke  in person on that day and he said that all parts were placed on the passenger seat. I thanked him and left. Since then, after having new tires put on, the fender replaced and painted (Which I had told can I would have wanted him to do had this not turned into a mess) and a complete inspection of both body and engine, there are parts missing that I keep discovering and several lights are not working as I discovered last week when driving at night for the first time, which may or may not be directly related, but given that all the wiring had been tampered with when it left his garage,it is a reasonable conclusion according g to every mechanic with whom I have spoken.

  I am unsure as to wht the photos of my **** that the garage sent is relevant? is he trying to assert that he a destroy my **** because of rust areas? 

  He's the one of a successful father who started that business and like all sons and daughters of successful men, he's a loser.

  At this point I am going to contact the Attorney General as advised and seek the assistance of the court system.

  
  
  Regards,
  
  
  
  ******* ***** ******