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Business Profile

Auto Repairs

Sugarloaf Motors Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/28/2024

    Type:Product Issues
    Status:
    Answered
    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.
    My name is ***************, a mechanical engineer. On March 16, 2024, my car's check engine light turned on, and the temperature gauge plummeted. AutoZone diagnosed a P0128 thermostat issue, recommending a replacement. Tony C at Sugarloaf Motors replaced it with a $251.95 aftermarket part despite my request for the $102.83 *** part. He charged my card $595.90 for parts and labor, including an $89 oil change fee. The problem persisted, prompting me to return to Sugarloaf Motors, where Tony suggested taking it to the dealership. At *************************** on March 22, technicians confirmed Sugarloaf Motors' faulty part installation. They also mentioned that the receipt Sugarloaf Motors Inc. gave me includes an original *** ****** part with the *** part number, but the actual faulty part installed by Sugarloaf Motors Inc on my car is not original *** part. Despite efforts, Sugarloaf Motors refused a refund, holding the faulty part since March 25. I demand the $506.90 refund for the flawed repair.

    Business Response

    Date: 04/30/2024

    ************* brought his vehicle to our shop for complaints of it not warming up to temperature. Diagnostics concluded suggested thermostat was stuck open. New thermostat was suggested and accepted by customer. Customer requested we use an online part her found as it was cheaper. We explained for warranty purposes we only use our trusted vendors. Customer agreed to aftermarket part. After installation car warmed up to temp properly but gauge of car was malfunctioning. A trip to ******* dealer was suggested as we don't have capacity to repair this secondary issue. Customer took advice went to dealer where they recommend a *** ******* thermostat which he accepted, then returned to us demanding a refund as he was told the part we installed was faulty and or not the right part. I matched up the part in front of customer with old part proving part was correct and explained a refund was not possible as the job we completed did work and the dealer in my opinion tricked him into another repair. I did agree to refund the customer for his part at this time but not labor. Customer was refunded. Regarding *** part number on invoice this was an accidental oversight as our system auto populated *** numbers for parts. We apologized for the oversight and explained this to customer. Customer was aware of use of aftermarket part.

Sugarloaf Motors Inc is NOT a BBB Accredited Business.

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