Complaints

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• Initial Complaint

  Date:09/24/2024

  Type:Product 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.

  On Monday, March 18 my 2019 Jeep Grand Cherokee was taken to them by my mechanic as the transmission was bad and wasn't something they repaired. I was told by the service manager once they received a transmission it would take 2-3 business days to install. It took almost 2 weeks to get the transmission which I was told was due to parts shortage. I was then told it would again be 2-3 business days for it to be installed. A week goes by and several phone calls to be told they had issues finding a programmer for it. I was then told "by the end of that week" it would be complete. The end of the week comes and goes/calls and texts sent and no answer so I go there to be told there was issues with the programming? (not sure if issues or no programmer) Of course all this time I had to get a rental car to get back and forth to work which wasn't covered by insurance since no accident. The next week after texts avoided again I go up there not very happy and was told they weren't sure when it would be fixed and I explained rental car costing me $60+ a day. The owner then gave me one of his "extra" vehicles to use the last 4 days. I received jeep back on 4/15/24- almost a month later and not only $4600 i paid them but almost $2000 for the rental car. On August 16 heading to Western Ky all of the transmission fluid leaked out of jeep. A mechanic there looked it over/said seal to drive shaft wasn't replaced properly or it wouldn't have leaked. I ended up trading it in/losing more $ on that and now a higher vehicle payment. After contacting the owner Nick and advising perhaps I should get someone involved all he would say was it was under warranty and I should have had it towed in. (tow expense and another car rental for who knows how long?) I feel they owe me at least half of what was paid to fix transmission since it wasn't fixed or they should refund my rental car expense.

  

  Business Response

  Date: 09/30/2024

  
  

  Customer Answer

  Date: 10/03/2024

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

  The Vehicle (Jeep) was not repaired properly.  They had it almost five weeks.  It was like "pulling teeth" to get an answer from service mgr and on at least two occasions I had to go to the shop because he wouldn't respond via phone/text.  Every time it was "another 2-3 days" and that would come and go and no call.  Meanwhile I was renting a car to get back and forth to work.  I would advise them every time of this and they would give me answers such as employees called in sick or they couldn't find a programmer.  I would have rather they told me they weren't in the position (due to staff/programmer) to fix it in a timely manner and I could have had it towed to a different business  If it had been repaired properly/seal to drive shaft wouldn't have leaked almost all of the fluid out three months later. 

   Although I don't feel they did the work timely or properly I am not expecing a full refund but I do feel they owe 1/2 the cost of the transmission or the rental car expenses.

  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 10/11/2024

  I understand your concern regarding the condition of your vehicle and the perception that the repair may not have been completed properly. However, from our perspective, it would be highly unusual for a repair completed four and a half months ago to fail so abruptly. Additionally, the driveshaft seal was not something that was replaced by our shop, nor were you charged for such repair. 

  
  We have requested photo evidence or written documentation to verify the driveshaft seal failure. Unfortunately, we have yet to receive either. Without this necessary evidence, we are unable to pursue a refund from our part supplier, which would otherwise cover the issue.

  
  To move forward, we request that you provide evidence of the seal leak or bring the vehicle to our shop for a brief inspection (approximately 30 minutes). Once we have this verification, we will gladly process the refund you are requesting.

  
  Additionally, I would like to reiterate my apologies for the extended delay from our initial estimate. We were two weeks behind schedule, and in an effort to address this, we provided a discount of over $500 and lent you a personal vehicle for nearly a week. These actions seemed to be sufficient to you at the time, but now it seems otherwise. These were unforeseen circumstances, and we did everything in our power to help the situation. 

  
  Please let us know how you would like to proceed.

  Customer Answer

  Date: 10/14/2024

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

  Due to the vehicle not repaired properly we had to trade it in so we had a reliable vehicle to drive back to Louisville so no way to get photos.  I did send a video from the mechanic who stated it was not repaired.  Trust me we had no intention of trading in the jeep.  We were already out $7k between the cost of transmission and the rental car and then took a loss of $3k to trade it in since we still owed on it so wasn't a decision we took lightly but as much as I drive we needed to know we had a dependable vehicle and couldn't risk having to constantly have it towed to a shop/incur more expenses/wait to be reimbursed on the "warranty".  As much as I tried to understand your position taking as long as you did with our vehicle, lack of communication, and then three months later all fluid leaks out which you state you didn't fix the drive shaft but why would that not be addressed when repairing the transmission?  It is a $10 part from what I've been told.  

  Also I was told at least twice you had people call in to work sick and that you were waiting on a programmer to show up.  I understand but still that wasn't my issue either.  I feel you should have told me upfront you didn't have the manpower to fix my jeep in a timely manner.  Again communication issues.  I would like to just put this behind me and move on.  I'm not one to fuss but this is a lot of money and considering you had my jeep over a month it should have been fixed correctly.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Customer Answer

  Date: 10/16/2024

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

  Due to the vehicle not repaired properly we had to trade it in so we had a reliable vehicle to drive back to Louisville so no way to get photos.  I did send a video from the mechanic who stated it was not repaired.  Trust me we had no intention of trading in the jeep.  We were already out $7k between the cost of transmission and the rental car and then took a loss of $3k to trade it in since we still owed on it so wasn't a decision we took lightly but as much as I drive we needed to know we had a dependable vehicle and couldn't risk having to constantly have it towed to a shop/incur more expenses/wait to be reimbursed on the "warranty".  As much as I tried to understand your position taking as long as you did with our vehicle, lack of communication, and then three months later all fluid leaks out which you state you didn't fix the drive shaft but why would that not be addressed when repairing the transmission?  It is a $10 part from what I've been told.  

  Also I was told at least twice you had people call in to work sick and that you were waiting on a programmer to show up.  I understand but still that wasn't my issue either.  I feel you should have told me upfront you didn't have the manpower to fix my jeep in a timely manner.  Again communication issues.  I would like to just put this behind me and move on.  I'm not one to fuss but this is a lot of money and considering you had my jeep over a month it should have been fixed correctly.

  
  
  
  
  Sincerely,
  
  
  
  ***** ********