Complaints

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• Initial Complaint

  Date:10/28/2024

  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.

  Incident Summary Initial Diagnosis and Repairs (December 2023): Arie Nol Auto Center identified issues with my 2003 Jaguar XJ8 Vanden Plas, citing the need for a new water pump and mass airflow sensor. They returned the vehicle to my garage on December 4, 2023, after allegedly completing the repairs.Antenna Damage and Faulty Replacement (Spring 2024): In Spring 2024, I found the cars antenna bent and non-functional. Although the shop initially denied responsibility, ******** revealed the car was taken to a car wash before the damage occurred. They replaced the antenna, but it failed to retract properly by May 12, 2024 ************************ Issue (May 12, 2024): On May 12, after idling the car for 20 minutes and driving a short distance, the engine warning light came on. A retired mechanic discovered the car was completely out of oil. Despite adding six quarts, it was still 1.5 quarts low. When restarted, oil gushed out violently. *** towed the car back to **** ***, where I was informed the oil cooler bypass was missing, indicating serious negligence.Delays and Dispute (MayOctober 2024): When I raised safety concerns with owner Cam **** he denied accountability. After months without resolution, I filed a police report with the **************************. Officer ******** facilitated a compromise, and I agreed to pay $400, contingent on proper repairs.Overcharging and New Issues (October 4, 2024): Upon retrieving the car on October 4, 2024, I reluctantly authorized a $400 payment. However, the engine began smoking halfway home. Further inspection revealed additional damages, scuffed new tires, a rough film covering the vehicle, missing personal items, and unauthorized credit card charges totaling $2,000. The owner refused my refund request.I am requesting that **** *** credit my account and reimbursement the $500 car service expenses that i have incurred.

  

  Business Response

  Date: 10/31/2024

  We are responding to the complaint from ******************** regarding the repairs performed on her 2003 Jaguar XJ8. 

  Ms. ******** brought her vehicle in for repairs. We have contacted the ************************** and are able to request the responding officer's body camera, if necessary, for this situation. However, we are hoping that this can be resolved without having to do that.

  In early December of 2023, the vehicle was taken into us to have a coolant leak inspected. We found the water pump to be leaking due to the previous facility doing a poor job when replacing it. The water pump was replaced, and the issue was resolved. The client requested the old parts so she could take legal action against them. 

  The second repair performed on the vehicle was for a failing Air Mass Sensor. The sensor was replaced, with no following concerns. At this time, an engine oil charge was performed for normal maintenance. The client was out of town and had no way of picking up the vehicle. As a good deed, we offered to drop the vehicle off at one of her family member's homes. When doing that we took the vehicle through a car wash so the vehicle would be clean upon delivery.  When going through the car wash, the radio antenna was bent. This was later easily addressed.

  When getting to her vehicle ,the client stated that she let the vehicle run for a while, and drove several miles to a gas station. At that time, she found the vehicle to be low on oil. When putting oil into it, the oil poured out onto the ground. The vehicle was then towed to our facility to be addressed. We found that the engine oil cooler bypass was missing from the vehicle and the bolt hole that holds it in was stripped out. This is not a part that we have ever touched, and is in a location where we have not performed work. 

  After months of searching for the part (that is no longer available though Jaguar) we were unsuccessful in locating one that would work on her vehicle. In these months, we have had nothing but pleasant conversations with Zee, and were working together for a resolution. 

  Another month goes by, and we have a police officer show up to our facility stating that *** had contacted the mayor to address her vehicles concern. With the police officer present, he had me (Cam **** call Zee to have a conversation. We spoke about how we found lines that would take the place of her oil bypass, and we would be able to make this work, and that the cost would be around $2,400, and we would do the best to keep the price down for her due to the circumstances.

  She agreed to this amount, only after telling us that she believes we stole parts off of her vehicle and sold them to another gentlemen for his Jaguar. This accusation is false.

  When the work was finished, we contacted her and told her that everything turned out great, and everything weas functioning normally. At that time, we told her that we were able to save her about $400. She paid the bill over the phone with a credit card, and that was the end of it. 

  The vehicle sate here for over 6 months, ever after we had asked multiple times for the vehicle to be removed from out parking lot. No storage charges were added to her bill. We do not feel that we owe her anything, and the $3,500 requested makes absolutely no logical sense. the missing personal items and other issues she is stating we are responsible are not something we had anything to do with and this is the first time we've heard of them.

  If she would like to contact us directly, we will consider working something out due to her financial situation. 

   

  Customer Answer

  Date: 11/05/2024

  I am writing to formally respond to the statements submitted by Arie Nol Auto Center regarding my ongoing dispute with their business practices. I entrusted Arie Nol Auto Center with my vehicle for repairs, expecting both professionalism and a commitment to the safety and functionality of my car. However, my experience was marked by negligence and a lack of accountability on their part, resulting in a series of unacceptable issues.
  Arie Nol Auto Center failed to reinstall essential parts correctly, and the vehicle was returned in an inoperable condition. This created not only a severe inconvenience but also posed potential safety risks. Despite my repeated attempts to address these deficiencies, Mr. *** has maintained that I am financially responsible for their errors, which is both unreasonable and unfair.
  The financial burden associated with rectifying these issues clearly rests with Arie Nol Auto Center, as the problems stem directly from their inadequate service and failure to restore my vehicle to its prior operable state. I have already expended significant time and effort in attempting to resolve this matter amicably, yet Arie Nol Auto Center has shown little willingness to accept responsibility for their shortcomings.
  I respectfully request the Better Business Bureau's assistance in holding Arie Nol Auto Center accountable for their actions and in encouraging a swift and fair resolution to this matter.
  Thank you for your attention to this complaint. I look forward to your support in ensuring that Arie Nol Auto Center upholds its obligations to its customers.
  Sincerely,

  Dr. Zee ********

  

  Business Response

  Date: 11/12/2024

  We are responding to Dr. ********* additional response to her complaint regarding service at Arie Nol Auto Center.
  
  We disagree with her claims of negligence, and she is portraying this as a situation in which we caused damage to her vehicle resulting in it being unsafe. When she brought the vehicle to us she made it clear that she was in the process of pursuing another repair facility for their shortcoming in repairing her vehicle. The oil issues she had with her vehicle had nothing to do with the repairs that we performed.
  We did not charge Dr. ******** for the considerable amount of time we spent sourcing the parts for her vehicle and finding a resolution for the parts that were no longer available. We worked with her to repair the problem she reported. We did not remove, repair or replace the oil bypass unit at any time when performing any of the smaller jobs on this vehicle. We were not near that particular part in the course of the repairs.
  To request $3,440 is confusing to us as shes requesting reimbursement for previous invoices and were unsure how these fit into the complaint. These included the repairs that were performed to this vehicle that have absolutely nothing to do with the complaint.
  We are willing to refund $1,585 back to Dr. ********* credit card. The amount she paid for the last invoice was $1,985 (after agreeing to the amount of almost $2,400). There is confusion as to why she thinks that all of those repairs could have been completed for $400.00. We are willing to accept the charge of $400 and reimburse the $1585.00. We are doing this because the amount of time spent trying to rectify this situation is dragging out and wed like it resolved.
  We hope that Dr. ******** agrees to this settlement and can find a repair facility that meets her future needs.