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:05/20/2025

  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.

  I am filing this complaint regarding a highly concerning experience I had at Top Energy Car Shop located at **********************************************************. On Monday May 20, 2025, I brought my vehicle in for a routine state inspection and sticker renewal. I was immediately told by the shop representative, ***, that my car had failed inspection due to an issue with the exhaust system, and I was advised that it needed to be replaced.Trusting the expertise of the shop, I left the vehicle in their custody from 12:00 noon to 5:00 PM. When I returned to retrieve the car, I was alarmed to find the following:The vehicles mileage had increased by over 40 miles The engine run time (as recorded on the onboard diagnostics) showed more than 3.5 hours These figures are grossly inconsistent with the needs of a standard inspection or even the claimed exhaust replacement. Based on this data, it appears that my car may have been used without my consent while under the shop's custody.I was also charged $420 for the alleged exhaust replacement. However, I have reason to believe that there was nothing wrong with the exhaust to begin with. There was no clear explanation or evidence provided to justify the repair. This leads me to suspect that I may have been misled or taken advantage of, amounting to fraudulent and unethical business practices.I am requesting a formal investigation into the possible unauthorized use of my vehicle during the time it was in the shops care.A clear, itemized explanation and documentation of the alleged exhaust failure and repair.A full refund of the $420 paid if the shop cannot justify the repair with credible evidence.I trust that the BBB takes consumer protection seriously and that this matter will be reviewed promptly. I am prepared to escalate this issue to the ************************************** and other relevant authorities if necessary.

  Customer Answer

  Date: 05/22/2025

  The name of the shop is:Top Energy and the owner name: ***

  Auto repair shop in Northborough, *************
  Address: **********************************************************************************
  Phone: **************

  Business Response

  Date: 06/23/2025

  Hi there

  Thank you for sharing this with me 

  First of all,this customer when he came to my place,I explain to him the issue with the exhaust.

  I gave him the price and he accepted it and then he asked us to give him a ride to work 

  I have a man who works with us his name is *** he witness all of that *** gave him a ride to work and also we told the customer we have another location where we do our exhaust and welding 

  The customer authorized me to drive his vehicle and to my other location we fixed his vehicle the same day even without a appointment just to help him out to get his vehicle back the same day 

  At 5pm he called us and said he didnt have a ride to pickup his car 

  *** was by himself at the garage he left the station with no one there to go bring him back to the  gas station 

  He payed for the job we did and then he left with zero complaints. I dont know what else we can do to make him happy 

  Again thank you so much for sharing this with me please let me know if you need anything from me 

  Thanks 

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23353732
  
  I am rejecting this response because:

  - At no point was I informed that the exhaust and welding work would be done at a different location. Please provide the address of the other location where the exhaust work was allegedly completed, and the name of the person who performed the work, and their contact information.
  - I never authorized anyone to drive my car, nor was I asked for such permission.
  - While *** did give me a ride to work, the person who came to pick me up later was not *** and not ***** was a stranger.
  - When I asked that person who came to pick me up who he was, he told me he was the son of a friend of ***, and that *** asked him to drive my car to pick me up. Again, this happened without my knowledge or consent.
  - The mileage increased by over 40 miles and the engine had run for 3.5 hoursthis is highly questionable for what was supposed to be a standard inspection and minor repair.
  

  Lastly, I believe the exhaust system did not need repair to pass the state inspection. The repair and associated charge of $420 appear unjustified.
  

  The core issue here is unauthorized use of my vehicle and lack of transparency. I trusted your shop with my car, and that trust was broken.
  
  Sincerely,
  
  ***** *****