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:08/21/2024

  Type:Sales and Advertising 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 brought my car in for an oil leak and in return the auto shop gave me a quote of $5700 to fix a whole bunch of things and some of those things they stayed in need fixing with things that were too soon because they had just gotten fixed and I have receipts for that so I feel like they were scamming me. The quote changed to $5900 then after a week and a half of having my car now they state that I made a whole new engine and its going to cost me $11,900. They said we can give you $7000 but those $7000 would cover $6200 of the repairs that we did and you get to keep $800 dollars.. The young lady ******, who stated to me that she was that I felt like I was being scammed in the beginning I was being charged for things like my rotors and my brake pads that have been done a year and a half ago. I dont drive much so I know that they did not need to be replaced and my windshield wipers. They were telling me were completely worn down and torn and I had just bought them in May so no they did not need to be replaced at all. I said, because of those circumstances there I feel like I was being scammed by them and didnt know whether they were honest or not. She said they were an honest business and that they have pictures I said I dont believe those pictures just because of the lies from the beginning I said to pay $12,000 for a new engine and the so-called repairs and you couldnt figure out that I needed a new engine before then I said I cant wrap my head around it. I just dont understand and offer me $7000 which would 6200 without doing the new engine leaving me with $800 shows me how much of a scam they are. I would love some help in this situation being resolved. I do have receipts that I dont need break that I did not need brake pads or rotors because they had just been done a year and a half ago and I have not driven 40 to ****** miles to wear them. I can look up the receipt as well to prove that liars and scammers. I do not have that extreme amount of money

  Business Response

  Date: 08/21/2024

  The vehicle originally came in due to an oil leak. The vehicle was covered with oil and low on oil. We found the engine oil filter housing leaking. We recommended replacing that. There was oil and coolant mixing, which is also a common concern when the oil filter housing fails. Since the oil filter housing was leaking externally, we suspected it could also be leaking internally. We needed to start by repairing the known failed part. The customer authorized us to do so.
  Upon the vehicles arrival, we conducted a comprehensive check-up and shared our findings and recommendations with the customer. The customer authorized other repairs to be performed. These additional repairs were safety items, which consisted of 4 tires, an axle shaft assembly, and brakes. 

  The $5,700 repairs the customer mentioned covered a range of services, including the oil leak repair, 4 new tires, an axle, and front and rear brakes. 
  

  We take pictures that we share with the customer to prove why we made the recommendations we did. Here is a link to the inspection we did, which was sent to the customer (who viewed and spent 22 minutes reviewing the information): 

  
  ********************************************************************************************************************************************************************************************
  

  In the digital report you will see a code scan of the vehicle's computer systems. There is a photo attached here that shows the top repairs for the code relevant to the customer's complaint.

  Once the work was completed, we took the vehicle for a test drive. On our final inspection, after the test drive, we found the oil was still mixing with the coolant. We troubleshot the issue further (at no additional charge to the customer) and recommended an engine replacement. Below is the technicians findings/notes:

  Upon further inspection, we discovered that the coolant reservoir was contaminated with a mixture of oil and coolant again. Pressure-tested the coolant system and removed the spark plugs to check for signs of coolant entering the cylinders. No evidence of coolant entering the cylinders or external coolant leaks were found. Used camera to check in the cylinders. Suspect that the head gasket may be failing/compromised, allowing coolant to enter the oil passages in the head. Given the vehicle's mileage (*******), there's also a possibility that the engine block may be cracked. Due to these findings, we recommend a complete engine replacement.
  An engine replacement for the Jeep is typically $9,000. With that repair and the prior authorized repairs, the customer would have been up to roughly $14,700 in repairs. We offered to cover the cost of the oil filter housing due to the fact there were additional repairs needed. We also offered an additional $600 discount for the inconvenience. With V&F covering the cost of the oil filter housing repair, the balance to the customer for the safety repairs and the engine replacement would have been $11,900.
  

  The customer was not satisfied with the offer, I asked her what would seem fair. The customer told me she did not know anything about cars. I assured her I understood that, and I wanted to know what she felt was fair financially, but she still said she did not know. The customer was irate and upset. I did my best to offer her different solutions. My final solution was to purchase the vehicle for $7,000. I explained that the $7,000 would first go towards the repairs completed on her vehicle and that the balance would be given to her daughter. The vehicle is titled in her daughters name, which is why the check would be written to her (****). This information was given to V&F by the customers daughter (****).

  
  

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22171089
  
  I am rejecting this response because:

  V&F has yet to answer why the problem wasnt found from the beginning and why their first list of things that needed to be repaired didnt need fixing. Im being charged for rotors and break pads that were done a little over a year ago so it wasnt due yet. I was told which all of this is documented that I also needed wipers when those were replaced in May. Things of that nature didnt sit well. Why was I being asked to pay for things that didnt need fixing. I have receipts of the work I have gotten done. I want to pay for the things that needed to get fixed not be scammed for things that didnt. I hate that Im even going through this. My daughter and I have done business with this company since we moved to the area. Ive come in and paid thousands of dollars with no complaints because I didnt feel taken advantage of up until now when red flags presented themselves. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/21/2024

  The engine oil filter housing can cause internal and external leaks. It was leaking externally so we replaced it. There is another problem causing the internal oil leak. If you do not fix the external oil leak, you cannot properly pinpoint the internal oil leak. Which is why we recommended the oil filter housing replacement first. If the customer drove the vehicle driven with the oil leak, that could have caused the engine problem. 

  As far as the brake repair, the pictures show the condition of the parts. While we understand the customer may have had them replaced in the past, we can only recommend based off what we visibly see. To clarify, the previous repairs the customer mentioned were not done at our facility. The brake rotors on the vehicle are rusted and have grooves, which is why we recommended replacing them. When rotors are in this condition, the brake pads do not sit flush against them, which can lead to brake pulsations and noises. Normally, we recommend replacing brake pads when they reach 4 mm thickness, but due to the condition of your rotors, reusing the current brake pads isn't advisable. Doing so could compromise the overall braking performance.

  Lastly, the wipers were recommended because they were either torn or worn. With that being said, we did not replace the wiper blades. Sometimes if a car sits or the wipers aren't used, they can have dirt or debris built up. They even can dry out which reduces their effectiveness. After learning that they were newer and inspecting them a second time, we were able to clean them and the wipers are OK. 

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22171089
  
  I am rejecting this response because: your last sentence proved my point. Im happy you admitted to your wrongdoing but you only did so with the smallest of the things you said needed to be replaced. I wish there would have been admission to the other things I know were just fine. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/29/2024

  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 brought my vehicle ('92 Eldorado Cadillac) to V&F on 10/16/2023 because my wipers weren't working. I was initially told I was looking at $150.00 or so for the repair. Over time the price began to get higher until ultimately the final cost was far more (See below). During the snow storm this month I was cleaning my car and as I attempted to use my wipers I found to my disappointment that they weren't working.
  I brought the vehicle to V&F and was informed that I would have to authorize payment for additional diagnostic services before they could look at the vehicle, which I think atrocious. Particularly, when looking at the technician's notes in the receipt: "Verified concern wipers inop. Checked fuse for wipers. Found fuse outand next to fuse box. Reinstalled fuse and now wipers operate properly..." At that point I should have been informed of this at which point I would have been satisfied. If not I would have at least had an option. I attempted a second and third time to resolve this issue with the owner/representative of the repair shop only to be treated and spoken to in a dismissive manner. At this point I have zero confidence in the integrity of the ownership/management of the company. I certainly would prefer to be refunded the money paid and have the repair done elsewhere.
  I am hopeful that the BBB will resolve this matter equitably and expeditiously. Thank you for your attention and care.

  Business Response

  Date: 01/29/2024

  Upon reviewing the customer's complaint and the corresponding invoice, we'd like to provide some additional context that may help clarify the situation. Our initial estimate of $150.00 was for the initial assessment (diagnostic) based on the information provided at the time. However, as our technicians delved further into the issue, it became apparent that additional diagnostics were required to identify the root cause of the problem. The customer was made aware of this and authorized our team to continue troubleshooting.

  The technician's notes on the customer's receipt indicate that we verified the concern with the wipers not working and found a fuse issue. We promptly reinstalled the fuse, and your wipers began operating, but not as designed. These notes are detailed on the attached invoice. We understand that you were not satisfied with the need for further diagnostics, but it was necessary to ensure a complete and accurate repair. Furthermore, The customer authorized the additional diagnostic services before we proceeded with the work. Our team values transparency and would not proceed with any repairs without customer consent. We also worked with the customer to provide a discount of $106.75 to assist with his financial situation at the time of pickup.
  

  We installed used parts for this repair due to the age of your vehicle and the limited availability. The customer was made aware of this. As a result, we explained that there would be no warranty for these parts, and this information is clearly outlined in our paperwork. In addition, the repairs did work for two months prior to the customer experiencing issues.

  Customer Answer

  Date: 01/31/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: V&F management is not dealing in good faith. It is disingenuous at best to say I was aware that when the wiper fuse in my vehicle was reinstalled that my wipers worked properly. At worse, it is an outright lie. Had I been aware of this I would have retrieved my vehicle at this point and paid what I owed for that service.  Secondly, I was absolutely unaware of "used parts" being used in the repair of the wipers. To suggest otherwise is a boldface lie. Moreover, how egregious a practice to give a "36,000 miles or 1095 days" warranty and then state there's no warranty "used parts" when you alone knew the parts were "used".  Indeed, why would you even use a part that you won't put under warranty!  The sheer disdain and contempt this business has shown in this matter. I am a 61 year old disabled Black man on a fixed income (less than  $1,000 per month). I borrowed money to pay the $729.77 bill and in less than two months my wipers aren't working, at all.  Still, this Goliath would have me pay to have an issue with my wipers diagnosed again.  My God have mercy on us all if we all began to act so maliciously.  This, I think, BBB should give close attention to. 
  
  
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 02/05/2024

  It is not our usual business practice to install used parts. In fact, we very rarely do this. The only time we install used parts is when there are no new or remanufactured parts available, which holds true in this case. With that being said, it saddens us to hear the customer does not recall this detail. We acted in good faith. We performed the necessary repairs, which were authorized, to address the customer's original concern. We also did offer to help the customer but explained we could not guarantee the issue and there needed to be authorization to troubleshoot. 

  Customer Answer

  Date: 02/08/2024

  Complaint:********
  
  
  
  I am rejecting this response because: I am not only certain V&F is not dealing in good faith, but that the owner is an unscrupulous, entitled individual uninterested in a fair, or amicable resolution in this matter. 
  
  Therefore, it is my position that the BBB make potential consumers aware of the unscrupulous nature of V&F management. Further, I no longer wish to go back in forth in this manner with any representative of this business, as this business understands that there's no real consequences for them in this forum. As there are no recordings of the communications between myself and the business representatives she will say one thing and I another; and this I find, essentially, futile. Thus, I'd just like to outline the facts as can be proven. 

  1: I paid V&F $729.77 for the repair of my windshield wipers, that were inoperable. 

  2: the technician found that the fuse for the wipers were not installed, but were laying inside the fuse box. 

  3: the technician stated that when he reinstalled the fuse "the wipers worked properly". I was never made aware of this information. 

  4: V&F went of to perform other repairs not needed for the wipers to work properly, using "used" parts, which also I was not aware of (if it is even true at all,  since those "used" parts cannot be seen without removing parts, requiring special tools).

  5: less than three months after the "repair" the wipers are not working and V&F refuses to address the issues without further compensation (minimally the cost to diagnose a potential "different issue).

  6: there is a 36,000 miles or 1095 days warranty, which, ironically, is worthless since V&F doesn't warranty "used parts".

  Finally, it's only my opinion, but after paying $729.77 to solve the problem, I should not have to worry about my wipers again, ever. I do believe that corrective actions should be taken against this company and all such practices. I'd further desire advice/information from the BBB as to how I can pursue this matter beyond the bogus communications with V&F management.  

  Thank you In advance for your assistance in this matter. 

  ***** ********