Complaints

This profile includes complaints for Pleasant Car Care, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pleasant Car Care, Inc.

  106 Pleasant Street Watertown, MA 02472-2316

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  Pleasant Car Care, Inc.

  441 Watertown Street Newton, MA 02458-1113

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:07/09/2024

  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.

  My son had a car breakdown - "broken belt" and he got AAA to tow his car to this repair shop. Initial estimate was about $600 and then they raised it to $3000 and sent us videos about a "wobbly" A/C Compressor Pulley - which meant that the A/C Compressor had to be replaced. We agreed to pay and get the A/C compressor replaced. My son paid up and collected the car. While on his drive back he noticed that the A/C was no longer working - very important to mention here that the A/C did work before the belt broke. My son took the car back on Saturday (7/6). They called back today to say that they have "discovered leaks" in the pipes and the condenser. What is truly amazing is that they did not say anything about these leaks when they replaced the compressor!! AND - the A/C WAS working before the belt broke!! So, these leaks simply "happened" after the Compressor got replaced and we paid $3000? This is FRAUD!

  Customer Answer

  Date: 07/20/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 08/13/2024

  We apologize for the negative experience you had at Pleasant Car Care. We take customer feedback very seriously, and we conducted a thorough internal investigation to address your concerns.

  When your vehicle arrived at our shop, it was towed in because it was not workingthe belt had snapped, and as a result, the A/C was also not functioning. During our inspection, we discovered that the compressor was shedding metal flakes, as shown in the video we sent you. We replaced the compressor, but after testing the vehicle, we found that the A/C was still not blowing cold air. Your service advisor informed your son of this issue and explained that we needed more time to diagnose it fully. However, your son chose to pick up the vehicle with the A/C still not working. We have attached a portion of the invoice that notes the ** not functioning.

  On your second visit, you returned with a complaint about the A/C still not functioning. Upon further diagnosis, we discovered that the lines in the A/C system had been damaged by metal flakes from the original compressor. Unfortunately, this was an unavoidable issue due to the compressor's initial failure. Had we been given more time during your first visit, we could have diagnosed and addressed this problem sooner.

  We apologize for any inconvenience this has caused and appreciate your understanding. We are committed to providing the best service possible and will use your feedback to improve our processes. We'll be happy to remedy the issue if you decide to continue your patronage. 

  Sincerely,
  
  Pleasant Car Care Management

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This response is completely unacceptable at many levels. Please see the response from the Service person attached. 
  Again, lets take it from the top -
  1. Car stops because belt is broken - A/C was working FINE till then.
  2. Car gets towed, we get an estimate initially for only the belt BUT see the attachment where they say the compressor has to be replaced for the A/C to function properly.
  3. They replace the Compressor BUT the A/C does not work - now they come back with another story that there were flakes which damaged the condenser. THAT DAMAGE HAPPENED WHILE THEY WERE REPL**ING THE COMPRESSOR!! They CANNOT pass it off as "PRE-EXISTING" damage.
  This is DAMAGE caused when replacing the Compressor.

  The system is not letting me update the message jpg - the message is - 

  10:07
  Messages
  shop.tekmetric.com - Private
  Pleasant Car Inspection results for ******
  Care ******
  Sanyal's 2010 ***** Civic LX
  Technician Concerns
  Drive Belts
  Finding:
  ***Please watch the second video*** The ** compressor has excessive play, which can lead to poor performance and potential failure of the entire air conditioning system and premature belt wear. Replacing the compressor is essential to maintain the proper function of the ** system and prevent further damage.
  Inspections Performed
  PCC Inspection Form

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ani

   

   

  

  Business Response

  Date: 08/16/2024

  Thank you for your feedback. We sincerely apologize for any confusion and would like to take this opportunity to further clarify the situation by addressing your concerns.

  "Car stops because belt is broken - A/C was working FINE till then."
  Your vehicle arrived at our shop inoperable due to the broken belt, which likely contributed to the A/C failure. Additionally, our service advisor recalls that someone mentioned the A/C "took a little time to come on," which is often an early indication of a failing system.

  "Car gets towed, we get an estimate initially for only the belt BUT see the attachment where they say the compressor has to be replaced for the A/C to function properly."
  We replaced the compressor as part of the repair and informed you that the A/C was still not functioning afterward. Given the involvement of multiple parties in the decision-making process, its possible this information was missed before you picked up your car. We previously provided documentation noting this issue before the vehicle was collected, and Im happy to resend the invoice and log as further evidence of this communication. I have also attached a screenshot of that part of the invoice.

  "They replace the Compressor BUT the A/C does not work - now they come back with another story that there were flakes which damaged the condenser. THAT DAMAGE HAPPENED WHILE THEY WERE REPLACING THE COMPRESSOR!! They CANNOT pass it off as 'PRE-EXISTING' damage." 
  We understand your frustration and concern. However, we must respectfully disagree with your claim that the damage occurred during the compressor replacement. The damage to the lines was caused by metal flakes from the original compressor and was pre-existing. That said, we were prepared to warranty the new compressor at no cost to you and charge only for the line replacement.

  We hope this explanation clarifies the situation. We remain committed to resolving this issue and are willing to replace the lines at cost as a gesture of goodwill. If this resolution is unsatisfactory, we understand your decision to continue with your credit card chargeback claim, and we will cooperate fully with their investigation. However, please keep in mind that a complete refund would not account for the successful work performed on the belt, which allowed your vehicle to run again.
  
  Thank you for your understanding, and we remain available should you have any further questions or concerns.
  Best regards,
  
  PCC Management

  Customer Answer

  Date: 08/19/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The answers from the business is really misleading and obfuscating. Please read through the responses and you will notice the huge gaps. 

  1. Multiple parties involved?? Which parties?

  2. Damage from the original Compressor?? How did that compressor provide A/C while being damaged?

  I am not interested in this back and forth with the business. 

  I am requesting the BBB to arbitrate.

  Thanks.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ani