Complaints

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• Initial Complaint

  Date:06/16/2025

  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.

  March 18th I paid for a fix on my cooler in my vehicles engine for a minor leak when I received my vehicle back it broke down outside the mechanic shop the mechanic came back and towed it back inside his shop he said a new hire forgot to put the clip back on the cooler and all the coolant spilled out while I driving home I have video evidence of this I then called the mechanic and he came back and towed the car to his shop he took 3 days to fix the car then called me and I picked up the car it then flashed on my dashboard that it was overheating right outside his dealership I shut my car off then asked him to come outside and see my vehicle he turned it back on and drove it back inside while it was still overheating he grabbed a water hose from outside and put water all over my engine to cool it off it then started smoking from all the water and he said it was okay and come back later it will be fixed after 3 days ge called me and I picked up the car and he said everything was working I asked about the engine and asked if itll break down again and he said it should be all good now I checked the oil and coolant and it was all good I drove home and a couple of days the car was good and it showed me that it had low coolant again I called the mechanic he said there was a second cooler that needed changing and itll cost more I then sent my car to the Range Rover dealership in ******** to check the engine and the cooler the dealer fixed the cooler it cost me a lot and told me the engine wasnt in good shape I got my car out the dealership a couple days the car broke down on the highway and wouldnt turn back on I towed the car to the dealership in ******** the dealer said the engine was completely destroyed from the overheating I asked the mechanic kindly to fix the damage he did in my engine and he said in his words exactly its not my problem I have all receipts and video proof of the damage and spilling on my car

  

  Business Response

  Date: 07/14/2025

  Dear Ms. ****

  Thank you for reaching out and sharing your concerns. Id like to take a moment to respectfully clarify the situation.
  
  Your vehicle was repaired and thoroughly test-driven before it was returned to you in working condition. At the time of pickup, we noted additional leaks in the cooling system and documented our repair recommendations clearly on your invoice. These repairs were necessary to ensure your vehicles continued safe operation. You declined those repairs after being informed of the potential risks.
  
  When you later contacted us regarding additional issues, we want to be clear: this was not the result of a workmanship failure. The problems you're now experiencing are directly related to the declined repairs.
  
  We understand how frustrating vehicle issues can be, and we are always committed to treating our customers with professionalism and respect. However, your recent interactions have included language that has been unnecessarily aggressive and personally hurtful to our team. We are here to help, and we ask for the same courtesy in return.
  
  If you would like a copy of your invoice or a detailed breakdown of the recommendations made, we are happy to provide that. We truly wish your experience had been more positive and hope your vehicle is resolved quickly and safely.
  
  
  Sincerely,
  ******* *******